User research

So much to learn, so little time.

Susan Cowan

Many lists of required reading for content strategists have been posted over the years (thank you). Those of us who’ve been practising content strategy for a long time have voraciously consumed these books and quickly incorporated what we’ve learnt into our processes.

But there’s so much more to read to keep up with best practice in our discipline or just to get timely tips for making our jobs easier and our clients’ outcomes better.

A lesson from ATMs: Don’t add features your users don’t want!

Angus Gordon

Lately, every time I’ve visited an ATM, I’ve come away a little bit annoyed. This has made me think about what we do when we make websites, and about not saying “yes” to a new feature unless we really know our users want it.

Getting money out of an ATM must be one of the most meticulously designed user experiences in the world. ATMs have been around – at least in prototype form – since the early 1960s, so designers and engineers have had plenty of time to refine how they interact with customers.