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26

It's an interesting question, but not one that has to be dealt with directly. You should allow people to delete their information / accounts at any time. Passwords can be reset if you have access to an email account, and so as long as loved ones can gain access to the email account, this is not something that you have to deal with directly. Email access ...


13

The only place where I've seen something similar is with Facebook's Memorialization Request where the Memorialization where users themselves need to report the demised providing proof of death (Unless the user becomes a Zombie and acts on his own behalf). This Time Article (dated Tuesday, Aug. 18, 2009) says: (Read: "How to Manage Your Online Life ...


9

Two examples from Dutch communities: both Tweakers and Partyflock make it possible for friends or relatives to send and e-mail requesting to memorialize profiles. Both websites request a form of proof, such as an obituary or memorial card, to prevent pranks. Tweakers and Partyflock both have an index of memorialized profiles. Tweakers adds a ✝ symbol (with ...


8

Customer Service is a valuable source of statistics and real User Experience. You get instant feedback when the product fails technically or in its User Experience. Treated right you will have a top list of UX-issues, where your users fail completing tasks. Take this top list to UX department, and they’ll be happy to read where real users failed and why. I ...


7

Absolutely! Intuit (the company that makes Quicken) has product designers staff their customer support lines for precisely this reason: to bring customers' experiences directly to products designers, and make customer service free. Higher-salaried product designers field service calls so that future offerings will be informed by customers directly, ...


6

A search bar on a support page is great when one of the results answers your question. When it doesn't is when the others matter most. Each of the links serve a specific purpose, so getting rid of one or more of them has to be based on the need for and added value given by their purposes. To do this, you should have data as to which links are visited from ...


6

You are trying to solve two different tasks (to provide Q&A and to collect users feedback) using one solution. Frankly speaking, forum idea does not suite any of your problems. Feature proposals Would you prefer to simplify this scenario or will you force a user to struggle with a forum, performing registration/creating a topic/posting a comment/...? ...


5

Your goal with a support or ticketing system should be to reduce barriers to entry for leaving feedback or submitting bugs. You want to get your system as full of feedback as possible. You can use filtering, tags, and search to organise and reduce immediate overhead, but it's important that you make sure your customers know they can leave you feedback and ...


4

Ideally app should be intuitive without help, but when it is functionality new to user than I would use very short help copy or tooltips right on the spot for two reasons: 1) user doesn't have to click and go away from the page 2) user doesn't feel stupid (there's a significant amount of users that psychologically avoid using Help buttons or pages, ...


4

It's pretty much the same as encouraging people to do anything. Why should they care? So you start looking at psychological motivation and you discover incentives. That's really what it boils down to, and you've already referenced some good ones in your own answer. Here are some situations when I'll care about authenticating (or doing anything you want me ...


4

You have to deal with the fact that if everything works well for a user, she will not provide a feedback. Because she don't care. Because she has nothing to say. There are several approaches, and no seem to work well. For example, http://digitalwpc.com/ provides a link for a feedback. It is not targeted for people who are experiencing UX problems (because ...


4

I will state it this way: a person can die, an avatar (digital representation of a person) can't. A person has two states: alive and death. An avatar / account can be active or inactive or removed. So a good approach can be to restrict users to show some activity for a given period. This means that if no activity is shown, the avatar becomes inactive and ...


4

This type of system behaviour is an implementation of a Feedback Loop, which is key for interaction design. In Seductive Interaction Design, Stephen Anderson summarises: We like to know that our actions are influencing the world in some way, that our actions cause reaction - cause and effect. In this specific case, you can argue that a sufficient ...


4

I am on the "support everything" side. You see, many times a user wants support, he does not need a technical solution so much as he needs somebody to hold his hand and tell him that everything will be OK. Promising support is a factor in user satisfaction, even if people never happen to use it - they just feel better knowing that, if they need help, there ...


3

How about the a question mark combined with a person's head? (Sorry don't have example available and no time to look for it - my dog is barking for a walk). The question mark is or was used as the help file icon and is generally used to convey there is information available about how to use something. The person's head would mean that you do not just have ...


3

Despite the efforts of UI and UX professionals, users sometimes get stuck, or experience bugs using software. I think we can agree that their frustration is an indicator of bad user experience. Completely agree. Bugs happen, it's an indicator of a poor user experience, but let's break that down. Bugs aren't necessarily a result of a poorly designed ...


3

Do some in-person testing! Others have mentioned some good ways about gather feedback in aggregate and remotely, all of which is useful. However, I've always found there is no substitute for watching some real people really use the software for a significant period of time. You won't necessarily be able to get feedback from a great many users, but getting ...


3

I would go with Jacob Neilsen's You Only Need to Test with 5 Users approach.


3

Whether it can, depends on how the site is programmed. Whether it should -- yes, for me it looks like a nice usability feature. Only keep in mind that "Call now, we are open for x more hours" requires the user to do mental math to find until when s/he can call. Better detect the user's time zone and do the math, so you can say "You can call now or any time ...


3

I would say it depends on the type of application. Is the help an important module for your functionality? Will people use it frequently enough to have a predominant presence? If so, then I can't think of any negative implications (as long as it's not huge or has nothing to do with the application). Also, I instantly reject the idea of having a help panel in ...


3

A great question and undiscovered country for modern generations. I can share my personal user experience. A dear friend of mine recently passed away. Her profile is still active on facebook. I am comforted by it's presence and by the people posting notes and pictures to it. Right now her profile's active state is very healthy for friends and family. No ...


3

Here's an example of something that works for a particular community. Metafilter chooses to put a note on the deceased person's profile page: Metafilter is a very social website where people care personally about each other, and a member suggested this feature. It's a way of honoring the deceased person (and reducing confusion for other people looking at ...


3

Adam, While I understand why you would want to use an address that is more personal to the user but in this case I would ask why? What is it that your trying to give to the user then what they directly need? Users have become accustom to the addresses above and know contextually what that address will do for them. If you had something like ...


3

If you have an email where you want your users to contact you with any and all questions, a true concierge/high-touch point of contact, what would you call it? I'd probably just call it support@yourdomain.com. It's clear and obvious. I wouldn't worry about anything sneakier because the reputation and impression for a true concierge/high-touch point of ...


3

Bob, a (slightly) socially awkward customer, has just finished a short support e-mail conversation related to a recently purchased item. Having spoken to Alice, one of the more social and friendly team members, assisted Bob to a swift solution. When Bob replied, he noticed that only Alice ever answered him. Looking too deeply into this, Bob also notes ...


2

http://www.getsatisfaction/ or http://www.uservoice.com/ might help. There is plenty of reviews on the web. Since these products changed a lot over time, I'd suggest to look for reviews not older that 12 month.


2

One great feedback system is used on my local Newspapers web site. They use four buttons where readers have the ability to press one of these buttons at the bottom. The buttons represent a mood of the user after reading the article. The votes end up in a square representing user votes as percentage of the total area and a text saying how many percent of the ...


2

(I am not sure a user experience forum is the best place to ask this question.) The importance of supporting older operating systems will vary depending on your circumstances. Here are come considerations: Is this software open source? If so, you may be able to find help porting to older operating systems. Do you plan to sell the software? If so, do you ...


2

There is no problem with doing something like this - it is not a big technical challenge. I think you need to consider that there are two time zones you may need to consider - the call centres time zone and the customers time zone. I think displaying something like "The call centre is open until x your time" would be the best option.


2

Benny is spot in saying that Customer service is an excellent source of statistics and user experience issues as they are often the first point of contact for frustrated users in understanding the system. Also another thing to note is that customer service are often power users of the system and are well aware of the various process flows users can take to ...



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