Because, frankly, when the irradiated spiderfuck would anybody “desire … poor … service”?
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Day: January 4, 2011
It’s a bit mean to hilight just one culprit here – this isn’t that rare – but it’s something I’ve been meaning to talk about for ages. Sometimes, bad or broken user-interface has a direct, measureable impact on a business, due to increased customer-support costs (usually CS is paid by the minute or by the hour), or due to incorrect marketing and sales campaigns that are funded in future.
I’m not a UX person, I’m a games person. So, of course, it’s the game-design side that interests me here. Are there any free, public reports on the same phenomenon in games? I have vague memories of this coming-up at at least one of the games companies I’ve worked for, but we couldn’t find sufficient evidence at the time. IIRC, the argument was over “where is the point of diminishing returns?”, given the idea that decreased costs in support-queries justify *some* additional spending on the user-interface for a game.
Anyway, in the case I just saw, people who applied for TEDx but failed to get a ticket are auto-subscribed to a mailing list whether or not they asked for it (not unusual, but the practice always stinks of spam to me), and if they unsubscribe (manually) then their comments just get ignored: the website has been constructed so that the feedback form can’t be submitted.
I’m sure it was an accident (I’m assuming they checked the form before going live, but that it only works in one web-browser. All I know is that it didn’t work in Firefox). Either way, it would seem to ensure that “the first licensed TEDx conference” has great feedback when the licensors come to evaluate it.
Will this cost them? Not so clearly as other examples (see below for anecdotal evidence), but cost may come when they fail to take into account the negative feedback that people tried to give them, but was never received. (I’m assuming that nearly everyone who unsubscribes will have negative feedback – although in the past, when I’ve been monitoring un-sub forms, we’ve often seen 5-10% positive comments in there too. Sometimes you even see people “apologizing” for unsubscribing from your mailing lists!)
Going back to the issue of *actual* financial loss … this reminds me of a couple of talks at last year’s UX Brighton conference, and the websites listing black-hat/white-hat ways of “manipulating” the audience by making the “unsubscribe” and “refund” forms legally valid but practically impossible to complete.
In those cases, the gain/loss is usually quantifiable (allegedly). Although the practice was unanimously reviled by people at the conference, someone stood up and admitted to some experience in it – with the observation that although it “Worked” the client had then asked to un-do the process, because it increased the number of angry people phoning Customer Support (instead of using the website), and CSR staff are expensive enough that the practice had decreased profits.
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TED: rejected
With only 250 tickets available, I guess a lot of people in Brighton will be getting one of these today:
Dear adam martin
TEDxBrighton
I’m sorry to inform you that your application to attend TEDxBrighton on 21st January has been unsuccessful.
As the first TEDxBrighton event, and offering free tickets, we have had a huge level of interest and the ticket application was very oversubscribed. … hope that in the future we might be able to offer a TEDxBrighton event with a larger capacity than the 250 this one can host.
Selection criteria in 2011…
It was an unusual process for a public event – the tickets are free, but there’s very few of them, and to be “allowed” a ticket you had to go through a review process, answering questions from the obvious, like “who are you?” to the bizarre, like “what’s your favourite web-site?”.
I remember at the time thinking it seemed very reasonable at the start, but increasingly invasive and judgemental towards the end. You want to allow/deny access based on the personal reading habits of the visitors? IMHO that comes perilously close to opening a can of worms that conference organizers should be steering clear of.
But it’s a brand with a very high reputation, so I ran with it, intrigued to see what would happen. I felt I had as good a chance as anyone – the conference is taking place in my home city, very close to where I live, and many of the TED themes have been a big part of my career and background.
Now that it’s done, I’m rather disappointed. (and of course disappointed too not to be attending the conference!) For such a high level of invasiveness, and an arrogant (although justified!) approach of “don’t call us, we’ll call you … but only if we like you enough”, I was expecting at least *some* kind of feedback :). This is the age of feedback, A/B testing, validation, and openness.
(c.f. my post the other day on UK Education and the A-Level blacklists: on the whole, those institutions that are holding-back info about public decisions tend to be frowned on these days)
What were their criteria? Who did they accept, and who did they reject? Why?
It’s not who you choose, it’s *how* you choose them
Over the years, I’ve become innately suspicious of any and all selection processes that aren’t fully “open”: with the judging criteria clearly documented in advance, and ideally with actual (theoretical) examples of good and bad submissions.
Partly … because of my own experience as a judge. I’ve judged or helped judge everything from obscure community programming contests, through game-design contests with cash prizes, to competitions giving hundreds of thousands of dollars in cash funding to new businesses.
Every time the judging criteria were given to candidates in advance, the overall quality of submissions was massively better, across the board. Every time the criteria were vague or secretive, the volume of crappy submissions was depressingly high.
…speaking of which, I still have some user-submitted game ideas from 6 months ago that I promised to review publically and critique on this blog. Every time I fire up the laptop for a long journey, I pull them out and go over them again, and I can only apologise profusely that most of them are still unpublished. A new-year resolution for me, perhaps?