Evaluating Customer Service Before You’re a Customer

Who hasn’t been stuck in auto-phone-system purgatory for hours or been routed to a first-line customer support rep who knew less about the product you were using than you did? In other cases, your only option for customer support might have been to post a message on an online forum or ticket system and then …

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Why Don’t Users Ever Know What They Want?

We’ve all been there. In the heat of an IT project – be it greenfield, modernization or just a little “tweak” – users provide you with their requirements. Everything seems to be so clear and obvious that you write up the specifications for the user, and they say it looks great. The project continues, and …

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