Comments on: Three Paths – The UX of Bugs & Support http://commadot.com/three-paths-the-ux-of-bugs-support/?utm_source=rss&utm_medium=rss&utm_campaign=three-paths-the-ux-of-bugs-support UX = User Experience by Glen Lipka Wed, 01 Feb 2012 18:42:28 +0000 hourly 1 http://wordpress.org/?v=3.3 By: My Family is Sick | commadot.com http://commadot.com/three-paths-the-ux-of-bugs-support/#comment-10559 My Family is Sick | commadot.com Mon, 02 Feb 2009 16:54:42 +0000 http://commadot.com/?p=852#comment-10559 [...] word of mouth.  What is the application immune system?  I believe it’s support.  See my three paths post.  This is like an immune system fighting unhappy customer germs.  This is kind of a fun game. [...] [...] word of mouth.  What is the application immune system?  I believe it’s support.  See my three paths post.  This is like an immune system fighting unhappy customer germs.  This is kind of a fun game. [...]

]]> By: Glen Lipka http://commadot.com/three-paths-the-ux-of-bugs-support/#comment-10373 Glen Lipka Fri, 08 Aug 2008 19:04:40 +0000 http://commadot.com/?p=852#comment-10373 Also, (just to look at it a different way) is to describe human beings and how they perceive quality. A flawless product will not get higher ratings than a flawed one with great support. Its a comment on human psychology. Also, (just to look at it a different way) is to describe human beings and how they perceive quality. A flawless product will not get higher ratings than a flawed one with great support. Its a comment on human psychology.

]]> By: Glen Lipka http://commadot.com/three-paths-the-ux-of-bugs-support/#comment-10372 Glen Lipka Fri, 08 Aug 2008 19:03:00 +0000 http://commadot.com/?p=852#comment-10372 Path A doesn't exist in reality. It only exists in the minds of executives who think that it should. It's really a question of culture and priorities. Imagine a spectrum from "Ignore customer complaints and problems" to "Drop everything and help the customer from head to toe right away". Now pick 10 random pieces of software. (For example: MS Powerpoint, Wordpress, Salesforce.com, Picasa, SAP, Trillian Astra, Gotomeeting, Gmail, Oracle DB, eBay). Each of these companies is on a different point in the spectrum. Some are more consumer and some are more enterprise. All of these products hit bugs. Some THINK they are on Path A so the support priorities and culture is lax. The post is a categorization of different zones in the spectrum. Too many companies leave users feeling like they are on their own. This is especially true for consumer apps, but you would be surprised (or not) how many enterprise apps do not support their users enough. I hope this helps clarify? Path A doesn’t exist in reality. It only exists in the minds of executives who think that it should. It’s really a question of culture and priorities.

Imagine a spectrum from “Ignore customer complaints and problems” to “Drop everything and help the customer from head to toe right away”. Now pick 10 random pieces of software. (For example: MS Powerpoint, WordPress, Salesforce.com, Picasa, SAP, Trillian Astra, Gotomeeting, Gmail, Oracle DB, eBay). Each of these companies is on a different point in the spectrum. Some are more consumer and some are more enterprise. All of these products hit bugs. Some THINK they are on Path A so the support priorities and culture is lax.

The post is a categorization of different zones in the spectrum. Too many companies leave users feeling like they are on their own. This is especially true for consumer apps, but you would be surprised (or not) how many enterprise apps do not support their users enough.

I hope this helps clarify?

]]> By: lux http://commadot.com/three-paths-the-ux-of-bugs-support/#comment-10371 lux Fri, 08 Aug 2008 18:26:09 +0000 http://commadot.com/?p=852#comment-10371 I think your Path A model is missing something. A product does not get to the "mature product with zero defects" stage of the lifecycle in a vacuum. Generally there'll be support, either from the company or the community, helping get the software to that point. I think your Path A model is missing something. A product does not get to the “mature product with zero defects” stage of the lifecycle in a vacuum. Generally there’ll be support, either from the company or the community, helping get the software to that point.

]]> By: BillSaysThis http://commadot.com/three-paths-the-ux-of-bugs-support/#comment-10370 BillSaysThis Thu, 07 Aug 2008 19:38:26 +0000 http://commadot.com/?p=852#comment-10370 Excellent, cogent analysis (as always) and very close to my heart. After reading the post some people will say that it was obvious but if so why do many companies not operate in this manner? Sometimes one person needs to say a thing out loud in a clear concise manner, which is a skill you've mastered. Excellent, cogent analysis (as always) and very close to my heart. After reading the post some people will say that it was obvious but if so why do many companies not operate in this manner? Sometimes one person needs to say a thing out loud in a clear concise manner, which is a skill you’ve mastered.

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