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We have found the following books, articles, and web sites helpful resources in evaluting and creating high-quality customer experiences.
Eric Meyer on CSS: Mastering the Language of Web Design
(by Eric Meyer)
This is the first of two project-oriented books on Cascading Style Sheets
by the fellow who is behind the CSS sleeper wave... Meyer will change the
way all developers and designers think about HTML screen layout. The significance
of CSS should not be underestimated, particularly for those are involved
with large scale projects which are comprised of multiple interfaces, developed
in different locations: CSS are the quickest, easiest, and most thorough
solution for getting a consistent look/feel across
products developed in distributed environments.
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More Eric Meyer on CSS
(by Eric Meyer)
This is Meyer's second project-oriented book and it includes
a
nice example of formatting financial data. While most institutions
are
using
CSS
for formatting, they are not all doing it in the most elegant of ways, and certainly
they are not managing the UI resources a effectively as possible. Meyer's CSS
are always elegant and simple... If I could wave a wand and automatically improve
UIs (and make them exponentially more flexible) I would whisk every developer
off to a week long session with Meyer. These books are the next best thing...
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About Face 2.0 -- The Essentials of Interaction Design
(by Alan Cooper)
This book is a great resource for anyone who has to design user interfaces
and software interaction design processes. It layouts out all the fundamental
steps required in the design process, steps that are imperative to successful
and lasting software product design. The concepts in this book extend
well beyond simple layout ideas... Highly recommended! |
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Built for Use
(by Karen Donoghue)
Donoghue is the first person to present a model for formulating a financial business
case to justify customer experience projects. I predict we are going to see
a lot more of this in the future as institutions will be refocusing efforts,
not
on the initial development
of a product but how to make it work in a way that actually benefits the customer,
WHILE simultaneously driving additional business. Donoghue insightfully included
technical architecture as one of the main building blocks to be considered in
improving product delivery: Customers
will not be able to infinitely tolerate the experience they are delivered by
businesses clogged with the muddle of mergers and legacy systems, nor will those
businesses be able to see their way through to delivering quality products and
services. This book is highly recommended for Product
Managers and Executives. |
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