Customer Experience

Resources


Gerry McGovern (2015)

What Really Matters: Focusing on Top Tasks

Digital is a space of endless replication. It has never been easier to create—and create, and create. People love to publish, but they hate to remove, which leads to overloaded websites and constant, inevitable redesigns. The top layers get a shiny new coat of graphics and meaningless “we really care” content—but underneath, a teeming mass of out-of-date, badly organized information still swirls about.