I got a call from my bank, HSBC, the other morning. The call started something like this. Rob: ‘Hi, this is Rob from HSBC. Before I can continue this conversation I need to confirm some security details with you. Can you tell me your date of birth please’. Leisa: ‘You must be kidding Rob. I… Continue reading Design Ethics – Encouraging responsible behaviour
I’ve been experiencing some pretty average customer service lately but it really all came to a head when I moved house recently. As I spent hours and hours repeatly calling VirginMedia, who were supposed to supply us with an internet connection, cable TV and a phone line, I had plenty of time to contemplate the… Continue reading Four kinds of failure (for Richard Branson)
Of course there is… but seriously… how hard do you want to make it for me to engage with your service and give you my money? Very silly.
Don’t get me wrong… it’s not that I don’t want to work with you. I’d love nothing more to help make sure that your design is great and people love to use your product. It’s just…Â by the time you get to the part in your project plan that says ‘Usability Testing’, there’s not much… Continue reading why bother calling if you call so late?