Gerry McGovern – Customer experience keynote speaker; user experience keynote speaker http://gerrymcgovern.com Sun, 06 Oct 2019 10:36:21 +0000 en-GB hourly 1 https://wordpress.org/?v=5.2.3 Major usability problems require less people to identify http://gerrymcgovern.com/major-usability-problems-require-less-people-to-identify/ http://gerrymcgovern.com/major-usability-problems-require-less-people-to-identify/#respond Sun, 06 Oct 2019 10:34:15 +0000 http://gerrymcgovern.com/?p=3152 The number of people you need to observe in order to identify the primary problems with your website or app depends on the quality of your website or app to a significant extent. If your app is of very low quality and an immature environment, then very few people are required—typically no more than eight—to… Read More »

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]]> http://gerrymcgovern.com/major-usability-problems-require-less-people-to-identify/feed/ 0 The psychology of cheap http://gerrymcgovern.com/the-psychology-of-cheap/ http://gerrymcgovern.com/the-psychology-of-cheap/#comments Sun, 15 Sep 2019 15:17:23 +0000 http://gerrymcgovern.com/?p=3146 My old landline phone gave out (yes, I still have one), and when I lifted it off my desk, I had to remove two wire connections. As I did that, I had a strong impulse to push the old wires off the back of my desk and let them fall (my desk faces a wall).… Read More »

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]]> http://gerrymcgovern.com/the-psychology-of-cheap/feed/ 1 Digital is garbage http://gerrymcgovern.com/digital-is-garbage/ http://gerrymcgovern.com/digital-is-garbage/#comments Sun, 08 Sep 2019 10:25:50 +0000 http://gerrymcgovern.com/?p=3142 Digital is mainly garbage. 90% of data is never accessed again 90 days after it is first stored. 80% of downloaded apps are never used again after 90 days. 90% of data has been created in the last two years. Over the years, we found that we had to delete 90% of a typical website… Read More »

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]]> http://gerrymcgovern.com/digital-is-garbage/feed/ 8 The Technology God is fake http://gerrymcgovern.com/the-technology-god-is-fake/ http://gerrymcgovern.com/the-technology-god-is-fake/#respond Sun, 01 Sep 2019 17:23:06 +0000 http://gerrymcgovern.com/?p=3089 In the grand delusion that is Brexit, the grandest delusion of all is the Brexiteers’ fawning adoration of the Technology God. According to Brexiteers, the Technology God will banish all problems, particularly those associated with the border on the island of Ireland. Grand Boffo Johnson ascended the mountain, and the Technology God conveyed the message… Read More »

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]]> http://gerrymcgovern.com/the-technology-god-is-fake/feed/ 0 Understanding digital speed http://gerrymcgovern.com/understanding-digital-speed/ http://gerrymcgovern.com/understanding-digital-speed/#comments Sun, 25 Aug 2019 18:11:03 +0000 http://gerrymcgovern.com/?p=3083 In the physical world, beyond a certain point, speed becomes perilous and destructive. One crazy driver can wreak havoc. The greater the speed, the worse the crash. Thus, much of our road infrastructure is concerned with managing speed. We have created a digital world where so much has got faster and faster. And yet we… Read More »

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]]> http://gerrymcgovern.com/understanding-digital-speed/feed/ 5 Survey Monkey: when support overcomes poor design decisions http://gerrymcgovern.com/survey-monkey-when-support-overcomes-poor-design-decisions/ http://gerrymcgovern.com/survey-monkey-when-support-overcomes-poor-design-decisions/#respond Sun, 18 Aug 2019 16:11:47 +0000 http://gerrymcgovern.com/?p=3079 I have been using Survey Monkey software for more than ten years. Over that time I have seen it become more and more cumbersome and complicated. I used to be able to put surveys together without thinking. It was so simple and smooth. I have a lot of colleagues who have used Survey Monkey over… Read More »

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]]> http://gerrymcgovern.com/survey-monkey-when-support-overcomes-poor-design-decisions/feed/ 0 The patterns evident in Top Tasks research http://gerrymcgovern.com/the-patterns-evident-in-top-tasks-research/ http://gerrymcgovern.com/the-patterns-evident-in-top-tasks-research/#comments Sun, 11 Aug 2019 12:56:21 +0000 http://gerrymcgovern.com/?p=3076 In 2014, we completed our largest ever Top Tasks identification project for the European Union. It was in 28 countries and 24 languages. Almost 107,000 voted. After 30 voters, the top three tasks had emerged. Yes, the top three tasks after we closed the survey with 106,792 voters were the same as the top three… Read More »

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]]> http://gerrymcgovern.com/the-patterns-evident-in-top-tasks-research/feed/ 4 Fallible data http://gerrymcgovern.com/fallible-data/ http://gerrymcgovern.com/fallible-data/#respond Sun, 04 Aug 2019 17:21:15 +0000 http://gerrymcgovern.com/?p=3072 Data is not fact and fact is often just a hypothesis anyway. We humans design how data is created and we humans are the ones who interpret data and draw conclusions from it. Therefore, data will always be inherently fallible. Unless we approach it with a sense of humility and a willingness to acknowledge our… Read More »

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]]> http://gerrymcgovern.com/fallible-data/feed/ 0 The three elements in understanding your customers http://gerrymcgovern.com/the-three-elements-in-understanding-your-customers/ http://gerrymcgovern.com/the-three-elements-in-understanding-your-customers/#respond Sun, 28 Jul 2019 16:37:45 +0000 http://gerrymcgovern.com/?p=3068 Let’s say you’re trying to deliver an excellent customer experience for a health website or app. You start by truly knowing your audience. Let’s say, for example, that you have statistically reliable data that tells you that mental wellbeing, which includes stress reduction, mindfulness and positive thinking, is particularly important to those under 24. That… Read More »

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]]> http://gerrymcgovern.com/the-three-elements-in-understanding-your-customers/feed/ 0 Are your customers low or high information? http://gerrymcgovern.com/are-your-customers-low-or-hight-information/ http://gerrymcgovern.com/are-your-customers-low-or-hight-information/#respond Sun, 21 Jul 2019 15:30:42 +0000 http://gerrymcgovern.com/?p=3063 Low information people tend to be highly emotional, impulsive and habitual. They hero worship. They blindly trust their instincts and fiercely distrust everything and everyone else. Much traditional marketing and advertising was designed to pull the emotional triggers of low information people and get them to hero worship brands. This reached its perfection where low… Read More »

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