Don’t let good customers make bad decisions

Quick: how many clicks does it take to do something important in your product? Count them. If it seems like too many, it probably is too many clicks if you want the customer to keep coming back. The “too many clicks” problem is a symptom of a bigger problem that you probably have if your…

Please, fix all the broken things.

You should fix all the broken things in your product. You avoided some decisions in the past or made some decisions you might now choose to change, and now these broken things are still there. Your customers see this accumulated flotsam and jetsam and don’t think “you made the best decision you could have made…

Is Usability Feedback Free, as in Beer?

“Free as in beer” is an easy concept to understand: it’s a gift given to you at no cost with no expectations of you, and does not grant with it the way to change the production process (see HowToGeek for more discussion). Making a product free removes many of the barriers to entry for someone to try…

When sending startup swag, the details matter.

Many startups send T-Shirts to their supporters – it’s an easy and relatively inexpensive way to build brand awareness, thank friends, and to say “thank you” for trying our a product that’s in the process of achieving product-market fit. In my experience, the act of sending out a t-shirt (or anything at all) also speaks…

I’m keeping my Instagram account: here’s why.

If you opened a web browser and saw the news today, you’d see outrage at the proposed changes to the Instagram Terms of Service, a response from the Instagram team, many people on many social networks vowing to move, archive, or otherwise change their photos in response. I’m not sure what your assumption was all along when…