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Even though I’d read all of the “lean startup” fodder, I got something majorly wrong about building my first tech MVP. Maybe if I write about it here, other founders will save themselves from making the same mistake. Here’s what I’d advise, as you consider your MVP. Interestingly enough, I KNEW these principles when I…
Zendesk is a prominent player in the customer service software industry, a go-to solution for many businesses seeking to manage their support operations. With its suite of tools ranging from help desk software to analytics, the company claims to revolutionize customer experience. You can easily recognize the companies you patronize that use Zendesk, because you’ll…
In an earlier post, I alluded to my blossoming acting career, so while we’re on the subject, let me give a little TUXxie Award (that’s a Terrible UX designation I’ve invented, kind of like a Razzie) to Actors Access. Is this TRULY the go-to site casting directors use when considering talent to hire? If I…
Before we begin,… As with any first impression, the earliest moments of a user interview are critically important. In a handful of seconds, you’re setting the tone as the researcher-in-charge, helping the subject feel comfortable, and getting yourself into the proper headspace to unlock priceless insights. When I teach founders and UXers about how to…
It’s HARD out there for job applicants at the moment. I browse LinkedIn postings the way some people surf Zillow; I consider it a creative, imaginative exercise to picture myself in various roles, in different parts of the world, in different industries. It’s a breath of fresh air for me when I’m feeling low as…
I was honored a few months back to be asked to participate in an online focus group for my favorite podcast, Marketing against the Grain, a Hubspot podcast heavily focused on how AI is changing growth marketing. I love the podcast and was happy to set aside a block of time to share my thoughts…
I am an ultra discerning user. I have opinions, and I am ready and willing to share them. When I fill out surveys, speak to a customer service agent, or–for example–receive an email that hits the wrong way, I almost always offer up my email and time to help a company by sharing my 2-cents…
Yikes. I just got an NPS survey, and I’m cringing. And no, it’s not because I’m an NPS-hater in general, though I definitely think that there are better ways to gauge user satisfaction. Here’s the email I got: Let me start with the best practices they DID get right in my book Here’s what they…
DO Ask for specific examples Ask for clarification about what you don’t understand (jargon, body language): Enter their worldview/lexicon: Soften awkward questions Try to get them to explain to a 5-yr old or alien Embrace silence Use prototypes/images/prompts Ask about hacks and work-arounds they’ve created. Get to the money bit. Always ask: what did I…
So as yesterday’s post revealed, I’ve been getting more serious about acting lately. Commercials, photo shoots, background work… Apparently I give off a very “mom in charge” type of energy, and because my work for Parentswarm and in fractional CX is so flexible, I’ve been looking for more acting gigs. So a few months ago,…
Carly Buxton, PhD 