IDblog ... an information design weblog

February 02, 2003
Learning about customers

When I mentioned a week ago that part of my grade for one of my classes will be based on my ability to do a regular weblog, I may not have mentioned that the fodder for the class would likely become fodder for IDblog. But there are obvious places where the interests overlap.

For instance, consider this reading (PDF) for my class on 2/3. This could have come out of the ID/IA/usability community, but instead, it comes out of the world of business:

Many B2B exchanges were launched because they were possible, not because there was a compelling customer problem they could solve. Thus, the first step is to shift the orientation to continuously learning about customers. It was once estimated that fewer than 15 percent of all web start-ups tested their sites with customers by living with them and observing their behavior. Winners will not make that mistake.

(Emphasis mine.) From my read of this paper, the authors can't really have meant this to apply only on B2Bs, particularly as they hold Amazon up as an example of a company with Bezos' vision of being the "most customer-centric company." How interesting that I'm taking this class together with one that is essentially all about user-centered design.

Finally, an unrelated postscript. I was watching Letterman recently and was blown away by one of his musical guests, Vienna Teng. I just got her album from , and if you like lyrical voice and piano along with songs with lots of relationship angst (think Tori Amos without the edge), you'll want to check Vienna out. What's even more amazing to me is that she almost wasn't a performer, having started out on the path to being a geeky computer nerd.

Comments

Vienna Teng's music is really beautiful. Somewhat like Sarah Mclachlan's music, but a softer, gentler voice. Amazing piano playing to go with it. I am amazed at people like Vienna, who can do it all: sing beautifully, play the piano, and be computer engineers from Stanford.

-- Posted by Jay Sheth on February 4, 2003 11:11 AM
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IDblog is Beth Mazur tilting at power law windmills. A little bit Internet, a little bit technology, a little bit society, and a lot about designing useful information products. Send your cards and letters to .

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