In the rush to Web 2.0 and even Web 3.0, we sometimes forget that we can improve the little things that directly impact customer experience.
Seth Godin has railed in the past on this subject. His pet peeve? Pull down menus for filling in State information on standard form software. Seth is right. It takes far less time for me to enter in a two stroke state name abbreviation than navigating a pull down menu with fifty items on it. For that matter, zip code finders have been online since the early 1990’s. So why can’t there be a simple plug in or piece of code that allows a form to populate my form by entering in my zip code?
As users experience digital content across a number of different platforms (desktop, laptop, mobile, video game console, and more every day) these legacy issues become more prominent. Here’s another example for you. The NEW YORK TIMES is justifiably proud of their digital design initiatives (specifically designing sexy interfaces for their mobile and desktop applications). But the TIMES (and most other print publications) haven’t thought about the user experience beyond the initial platform. Here’s what a TIMES article looks like in the desktop interface:
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