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Unpacking Myopia: Content, Design & The Blind S...
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Ron Bronson
July 22, 2016
Design
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Unpacking Myopia: Content, Design & The Blind Spots that Ruin Products & Experiences
Design & Content Conference (Vancouver, July 2016)
Ron Bronson
July 22, 2016
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Transcript
Unpacking Myopia Content, Design & The Blind Spots that Ruin
Products & Experiences Ron Bronson #DCC16
Have you ever read an article, and thought “this wasn’t
made for me?”
None
Marketing myopia “A business suffers from marketing myopia when a
company views marketing strictly from the standpoint of selling a specific product rather than from the standpoint of fulfilling customer needs.” - Ted Levitt (1960)
Designer Myopia “...design with a nearsightedness that results in websites
and applications that please ourselves and impress our peers but don’t meet user and business goals.” - Rian van der Merwe
None
None
We embed biases in products toward our imagined outcomes. This
makes us more likely to forget about, or at least minimize, the possibility of other outcomes.
Architectural Myopia Components 1. Users & Architects don’t see the
world the same way. 2. The roots of training. 3. Justifying their own cognitive dissonance
By failing to consider the people outside of our own
set of experiences, we ignore active users with the potential to expand our product use cases.
Let’s get real for a second.
None
You deposit a check. Your account is flagged. You find
out when you attempt to withdraw cash, because the customer was never contacted.
None
What’s the process for turning the lights back on when
a customer forget to pay the bill?
We believe we know our audiences.
Canvass a set of workers at your local DMV, welfare
office, retail outlet or airport.
CX people can give you a snapshot of their customers
from a front-line perspective.
Perspective influences the goal line
None
None
Takeaways
What can you do?
Take calculated risks.
Ask better questions earlier.
Highlight the constraints constructively.
Focus on team composition.
Decide your stance. “...the attitude the product takes, the personality
it has.” - Jon Kolko
Communicate the value of design & content through frameworks, tools
& metrics that resonate with your stakeholders.
Test your own assumptions.
Realize that most people don’t want to love your product.
They want it to work for them.
Ron Bronson ron@ronbronson.com @ronbronson