Usability: One Word Can Make a Difference
January 18, 2010
I needed to login to my Comcast account to update my credit card info. They have a simple sign-in page with a text box to enter your user name. Under the box it says: “Your user name is your e-mail address.” That’s helpful since I didn’t have a clue what my user name is.
Type in my email address. Can’t miss the error message: “Missing or Invalid Information.” OK, I try my gmail address. Same result. I try my hotmail address. Same thing.
Now I’ve run out of options and have to find a phone number (pretty well hidden under the “Customers” tab). When I speak with a rep I’m told “you have to enter your COMCAST e-mail address.” I didn’t even remember I had a Comcast email address; never used it before. I enter it and login successfully.
This makes me wonder why they don’t tell you “Your user name is your Comcast email address” and how many support calls they could avoid by adding one word.
File this under “Not thinking about your website from your visitors’ point of view.”
Why RFPs are a bad idea if you want a good website.
January 5, 2010
It seems like a reasonable process: Write up your requirements, pass them along to some web design firms, and get them to tell you how much it’ll cost. Then you evaluate their proposals: Apples, oranges, bananas and kiwis. Maybe you eliminate the lowest and highest bids and go with the one in the middle. Maybe you love kiwis. Maybe this method will work.
We don’t think an RFP is likely to identify the best fit or deliver optimal results for your business.
Buying professional services isn’t about price, it’s about value. If you’re buying a million widgets and all the vendors are selling the same widget, the lowest price wins. But for something as complex as a website, each firm will offer a different approach. How do you know which one is most likely to achieve your business goals?
By setting the project budget you eliminate price as a factor in your decision. This is actually a good thing because it allows you to compare the value each firm offers. You select the best firm you can afford.
Most businesses don’t have the expertise or objectivity to know what they need to achieve their objectives. For a web design firm to deliver the best solution they should be involved in the process as early as possible.
So how do you find the best fit? Start by setting a budget and identifying the problems you’re trying to solve and desired outcomes. Then ask friends and colleagues for referrals. Used LinkedIn. Search, of course. Visit other industry-related sites and see who designed the sites you like most. Take a look at each firm’s work, not just their portfolio, but their blog, articles, and case studies.
When you’ve got a short list, send them a document that summarizes your needs and goals. Have a conversation with each firm and ask them to explain their approach. How well do they listen? Who asks the best questions? Have they completed similar projects? After you’ve identified the leading candidate, ask for and check references. When there is a verbal agreement you’ll want to see a contract and confirm that it meets your requirements and reflects your understanding.
Our advice is to avoid RFPs if possible. A less formal approach may be quicker and more effective. Do you have any RFP success stories? How about horror stories?
