Cogini Blog
Articles by design
Yield optimization vs customer service
Whenever we try to squeeze the last bit of utilization out of a system, there is a danger that it will have a big negative impact on the user experience. A great example of this is overbooking in the airline industry. Usually a bad customer experience does not involve getting … Read more…
KYC wall of shame
There is a saying that frustration is an occupational hazard of being a user experience designer (or an excessively logical engineer). Once you start designing processes, you see process problems everywhere, whether or not you want to. As an American living in Taiwan, I am used to being the weird … Read more…
PayPal Know Your Customer failure
Applying for a merchant account so you can accept credit cards traditionally takes weeks. You meet with the bank, show them your financial statements, and explain your business. Then they make you an offer for e.g. %2.8% + $0.30 per transaction (plus other mystery fees that you find … Read more…
An example of user personas
When we create products, it's important that they help specific users with their issues, not generic users. It's easy to create a list of features, all of which sound good, but don't provide a compelling solution to a specific problem for a specific user. Without that, people won't buy your … Read more…
An example of user stories
User stories are the "Director of Operations" view of the world. They describe step by step how the business works, and what the software needs to do to support it. They should be done after we have defined the user personas, to make sure we are starting from users and … Read more…