I recently drove my car through an unfamiliar city and got lost.
It reminded me how customers might feel dealing with a company or trying to navigate a website.
I got lost when my intuition let me down and the signposts didn't help. I finally resorted to a map, but it wasn't detailed enough. So I jumped on my cellphone and got directions.
The experience made me reflect on what I can do to make it easier for clients, by being more intuitive and having better navigation tools. Apparently the name for this is usability - helping clients use things more easily.
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