Tag Archives: Psychology

If You Have Users, Simplicity is Paramount

If you’ve created something that users, customers, players, readers, fans, whatever will be interacting with, primarily a website for example, ease of use, perhaps above all else, is the most important element to keeping people happy and greatly improves the chances that they’ll actually take action. This of course all starts with what their immediate […]

The False Equivalence that Simple is the Same as Ugly

As a minimalist web designer, this has been an uphill battle throughout my entire career, and I’ve heard simple designs referred to in every derogatory manner imaginable: plain, bad, boring, ugly, broken, stupid, dated, unprofessional, incomplete, and on and on. The truth is that minimalism is a philosophy, a very carefully considered methodology. Like a […]

The “S” in https Stands for Sexy

I wanted to run-down a quick analysis on our recent obsession with that green padlock that gives us the warm and fuzzies all over. What exactly is it; what exactly does it mean; what exactly does it do? When you see https (Hypertext Transfer Protocol Secure) alongside a solid padlock with no error messages in […]

How to Disagree without Arguing

While the English language is very precise, it’s still very difficult to communicate with others with understanding and proficiency. Across culture, the very meanings of words don’t always hold. Take the word argue, perhaps a word with the most incorrect negative connotation there is, and while the header of this article is probably the most […]

Life is Full of Mistakes, Business is No Different

I’ve made mistakes my whole life, as I will until the day I die, no different from you or anyone else that ever did, does, or will exist. Yet, despite this commonality of all human beings being fallible, which one could argue, is essentially the human condition, most of us fight, irrationally, ignorantly, and egotistically […]

The Coding Brain

Learning a coding language, in my opinion, is very similar to learning a spoken language. You need to learn how to read and write it well (perhaps not fluently, but well) in order for yourself, as well as others, to understand what you’re communicating. The way a server or browser might not be able to […]

Why Are Most Companies’ Support Staff So Dumb?

I don’t think there’s a normal functioning adult alive today that hasn’t experienced the painfully dumb customer support rep who knows less about the given service than they do, at at least one point in their lives. You’d think with these companies that are making millions (maybe billions of dollars), that they would have figured […]

User vs Customer

Many services (especially web-based ones) offer both free and premium services and products. While there is a clear line between a free tool and a premium one (you’d remember paying for something), users tend to conveniently forget that fact when it comes to support. Let’s break down the differences… User A user, as you would […]