Monday, August 20, 2007

Getting Exactly What We Asked For

Getting stakeholders ready for UX changes ...

"Someone in eBay’s user experience group must’ve rubbed the belly of a magic lamp last quarter, because a wish was definitely granted.

A month ago, the New York Times ran a story about eBay, reporting how eBay’s Chief Executive, Meg Whitman, is telling shareholders their number one priority for the rest of the year is to improve the site’s user experience.

According to the Paper of Record, Ms. Whitman told shareholders, “In the next six months, you will see more changes to eBay than you have in the last two or three years, whether that is an improved search experience or fun things that make the site better, like Bid Assistant, which allows you to bid on more than one item without worrying that you will end up buying five iPods by mistake.”

eBay is the 383rd largest company, according to the Fortune 1000 list. It’s really exciting when an F1000 chief executive is declaring user experience to be the solution to their lagging market share issues.

In fact, it’s exactly what we’ve been hoping for. For years, we’ve wanted executives to realize the benefits they could reap if they focused on user experience and, at eBay, it’s exactly what they are doing.

However, is it all good? After all, we’ve lived for years being the ignored black sheep, forever searching for an “ROI” message to convince people to realize the value in investing in UX work. At eBay, it’s clear the executive get it — the ROI problem has been solved there."    (Continued via UIE Brain Sparks)    [Usability Resources]

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