26: The customer is king


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By failing to grasp the demographics of their customer base, Demon Internet appears to have scored a convincing customer service own-goal with their email upgrade.

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7 guiding principles for product install/upgrade usability


This content was originally published more than five years ago and is archived here for preservation.

More up-to-date content is available on this blog.


I was discussing recently the importance of getting a product installation or upgrade process right for customers.  Here are some guiding principles from a usability perspective that you may wish to consider when defining your product’s requirements.

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“Why the heck should I upgrade?” – 4 things you’re probably missing


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More up-to-date content is available on this blog.


You expend a lot of effort getting people to buy your product and they’re happy with it.

Time passes.

You then go back to your satisfied customers and tell them what they have is now mediocre, so they have to move onto your latest and greatest product version.  You see this everywhere, from washing powders to family cars, so it must work for enterprise software, right?  So why are your no-longer-happy customers now chasing you with pitchforks and burning torches?

The Simpsons Angry Mob Fun Run

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