Summary: C-SAT (Customer Satisfaction rating) is broken. Yet we rely on it. Yes, but how, when and why you ask for feedback is critical. Most CSAT scores are disconnected from the customer’s goal, journey stage and eventual outcome. Moreover, how you use feedback as a product or service level data point is critical to tactical...
Why Universal Design Doesn’t Work
Summary: Universal design promised that products and services were usable by everyone. But in practice, teams often translate “everyone” into an average user. That removes the very differences inclusion requires…
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