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2010 SXSWi Core Conversation with Louis Gray and Chris Wetherell

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The Products and the Users Battle it Out

  • Mar 15, 2010
Louis Gray (user side):
"We don't have an obvious way to talk back to our products."
"The only choice we have is to become a mob."

Chris Wetherell (product side):
"When you guys yell it hurts our feelings."
"The natural reaction to being burned at the stake is to avoid the fire."

Good mix of users and product creators and team members in the room. The discussion centered around the issue of how to make users feel listened to while allowing products to get useful feedback and stay motivated to make changes that users are asking for. 

There's a real disconnect between end users who aren't early adopter/technologically experienced and the product teams. Feedback from the geekier users has limited use because it doesn't reflect the experience other users have. 

Not really many answers how to address the issue. Usability studies are great but don't seem to be something that's valued enough.

Great conversation, obviously a room full of concerned people on both sides.

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Quick Tip by . March 16, 2010
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My write-up on the subject or at least post-subject - HINT: The User doesn't win...
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Event Description:In recent years a new struggle has surfaced between two groups of people closely aligned in affinity but actively working against each other. The tools we create and use, like robots in a sci-fi epic, seem to both invite mob justice and attack the public without warning, with results merely trivial to some critically important.In the war for who owns your experience, your data, and your brand the conflicts which were normally private in recent years are now public, loud, and hilarious. A war has erupted online between Products and their Users: who is winning? And who will be claimed the victor?Hilton JMonday, March 15 at 11:00 AM
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Sxswi 2010, Monday March 15, Core Conversation, Emerging, Louis Gray, Chris Wetherell


Date(s): Monday March 15

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