Kudos to Yahoo! for launching the Digg style Yahoo! Suggestion Board. I think it is a terrific tool for collecting user experience issues directly from the customers. Users can add a suggestion for any Yahoo! property to the board and fellow users can vote for the suggestion if they agree with it. Suggestions with the most votes are listed at the top.

I think this is an excellent and innovative way to find out where customers are having problems and the types of solutions they would like to see implemented. What better way to flush out bugs and new features than to have the customer let you know what they want changed.

This is a type of interaction with the customer that I have discussed with many companies. The benefits of this type of feedback are obvious, but the risks are quite substantial. For instance, now that Yahoo! has built this tool and it is being populated by their loyal customers, the customers have a right to expect that Yahoo! will act on the highest rated requests. However, the customers' primary goal is usefulness where the product managers' goals are often revenue. At many high tech companies, these goals, and subsequent feature requests, sadly are not in alignment.

Next, this type of service requires moderation. Disgruntled customers who have no customer service outlet (especially for the free services Yahoo! provides) can poison a public feedback forum with their anger. I see in the Help section that Yahoo! reserves the right to remove posts if they are not "respectful." Moderating this type of service requires substantial customer service resources which most companies are not willing to spend. Dell comes to mind as an amazing exception with their Dell Community forums where customers answer each others' support questions.

Lastly, from a strategic standpoint, a service like Yahoo! Suggestion Board exposes user experience issues and feature requests to the internal development team and also to any competitors. For large companies like Yahoo! this may not be a concern. For smaller and medium sized companies struggling for market share, allowing the world to see your dirty laundry is a scary proposition.

Because of the concerns listed above, I have not worked with a company who was willing to try a suggestion board. I give a lot of credit to Yahoo! for taking this approach. Now the rest of us will sit back and see if there are any results.

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posted by Shawn Elson on Thursday, February 15, 2007

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There are several small browser widgets I have been using recently that have made my life seem so much easier. I call them "convenience widgets" because they are small, lightweight, and make very specific cumbersome tasks much simpler.

I have started using Skype Out quite a bit this last year. This is a service from Skype that allows the customer to call any landline or cellphone from a computer. I paid $15 for a year of unlimited calls (seems like a great deal to me).

When making calls to businesses using Skype Out, my typical task flow is this:

1. search for a company's Web site on Google
2. open the site
3. click their "Contact" link
4. highlight the phone number
5. right click to copy the phone number
6. open Skype
7. paste in the phone number
8. initiate the call

It's a lot of steps for a pretty simple task. In particular, switching from the browser to Skype is a mode shift I do not like because it takes me away from the browser.

Last week I installed the Skype Web Toolbar. This toolbar highlights every phone number on a Web page. In addition, it adds a context menu to each phone number from which the user can quickly initiate a Skype Out call. This tool reduces the task flow to:

1. search for a company's Web site on Google
2. open the site
3. click their "Contact" link
4. initiate a call from the context menu

This is a big time saver and also it keeps the user from having to interact directly with the Skype application.

One problem with this design is that by highlighting phone numbers, the Skype toolbar alters the visual look of Web pages. An alternative would be to not highlight the phone numbers but add the Skype commands to the browser's context menu when a phone number is right clicked. The benefit would be that the page's visual design would not be interfered with. The tradeoff would be that this interaction would be less discoverable for users.

Taking the concept further, wireless companies could offer the same kind of interaction. When a phone number is seen on a Web page on the computer, the computer could initiate a call on the cellphone via Bluetooth. Any form of information could be added to the cellphone from the Web browser with a simple contextual menu: maps, calendar items, pictures, etc. This type of data sharing functionality would make for a pretty useful application.

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posted by Shawn Elson on Wednesday, February 07, 2007

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It's been a fun day of watching the Superbowl. The technology applied to telecasting games over the last few years has really improved the viewing experience.

There is an overhead camera that gives the viewer a 3rd person video game style perspective. There is also the clever use of chroma colors to superimpose a yellow first down line on the field. Most football fans I have spoken with think of the chroma first down line as an indispensable feature after just a few years. It makes the game so much more dramatic as you see the players fighting to reach or defend the yellow line.

Another new Internet technology is the GameCast. This is an application that converts live game summaries to a visual display of the action. For example in baseball, a live representation of a diamond is shown. Instead of simply reading a game summary feed, a graphical display of the game action is presented on the GameCast diamond. It is not a very engrossing way to watch a baseball game, but it is better than a simple text feed. A key benefit is that it allows for viewer interaction, particularly with statistics. For example, the viewer may want to look up statistics about the pitcher for a specific situation. These types of stats can be quickly accessed through hyperlinks and predefined searches. This is a real asset for the devoted sports fan and it is a features that is not possible when watching sports on TV.

The next step in sports viewing technology is in the works. A cricket site called Cricinfo
is experimenting with broadcasting 3D animated versions of cricket matches. The description of the service is limited, but I am guessing it will be like a GameCast in that it will use game summaries to select pre-rendered 3D clips. For example, when the ball is bowled and hit to a specific fielder, the system will show a generic animation of that event. The precise spin of the ball, the running path of the fielder, the speed of the runners, etc. will not mirror the actual events - they will only be a high level representation of the real life play.

Using precanned animations will be a more engrossing experience than the GameCast and it also will take us one step closer to the next big thing: live 3D sports where the nuances and details of the game are presented to the viewer. While the development of a live 3D system is not trivial, the technology required to broadcast sports in 3D is already available. Were the players and ball equipped with wireless motion tracking devices and linked to 3D models like those seen in sports video games, the viewing experience could become very compelling and interactive. I can foresee a day when viewers could zoom in on the action or watch a play happen from a player's first person perspective. People could even watch from the ball's perspective. The ability to pause the action and access any statistic will bring fans even further into the game. This will be an exciting experience, indeed.

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posted by Shawn Elson on Sunday, February 04, 2007

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