The Windows 10 upgrade has become infamous for its pushy, hard sell approach and its “phone home” data tracking “features”. Did you know the “hard sell” is known by such other fun names as “advance consent” and “inertia selling”? It’s all about disrespecing customers’ property rights, personal rights, and using people as objects for short term gain instead of offering them a decent value proposition.
As recounted in this episode, even the technical implementation has flaws that result in a customer experience that disappoints at best and enrages customers at worst. At least, this customer was not satisfied.
For those of you who share my concerns at Microsoft’s disresepctful, anti-customer approach, the GWX control panel may offer some relief from the Windows 10 upgrade annoyance. Check it out at
NOTE: This critique is of the Windows 10 upgrade process itself, not of Windows 10’s user experience as an operating system and user interface.
In service design and delivery, people are the user interface between an organization and its customers. This anecdotal episode recounts two excellent customer experiences with two seemingly well-run companies. Both employ people whose friendly personalities and professional skills, backed by efficient business processes, won them Tim’s business.
Story 1: WOW Internet makes switching from internet service provider AT&T Uverse painless and affordable.
Story 2: A Plus Auto Repair & Transmission shows how to win expensive repair jobs over Hodges Subaru, an official dealership.
A bonus critique of the ConnectSense CS-TH Wireless Temperature Sensor shows how crucial first time setup is and the consequences of it failing. Product setup is your brand’s ambassador! Don’t screw it up!
Merry Christmas, Yuletide Greetings, and Happy New Year. Please submit a review on the iTunes Store if you want to thank us for another year of episodes.
Wayne Neale, CEO of Kaydak, joins Tim Keirnan for an interview that ranges across several topics:
* Experience Design: From UI to User Experience to Customer Experience and beyond
* Design Thinking
* Service Design
You can find Wayne at
The service design episodes of Design Critique Tim mentioned can be heard here:
The Tim Cook interview that gives Tim a glimmer of hope that Apple isn’t completely a lost cause:
Listener Garrick Dee emailed to say he liked our Sustainable Shaving Tools episode and he’s written his own article on traditional wet shaving. Check it out!
The Design Critique podcast celebrates its tenth anniversary! While others have podfaded, we have persevered.
In this anniversary episode, show co-founder Tom Brinck returns to discuss the customer experience of Starbucks coffee shops with Tim Keirnan. Tom is the power user and Tim is the newbie. Two very different perspectives.
This anniversary episode’s album art features a cake with a Star Wars action figure on it, as befits any ten-year-old’s birthday cake. And you must admit it’s cool to have Palpatine himself with us, ready to slice, dice, and fry hypocritically corrupt Jedi. As they well deserved.
Thank-you for listening to us for ten years. And thanks to everyone who appeared on the show with us. Customer Experience research and design is more popular than ever, and if this show has helped you improve your products and services, or helped you acquire really good products that truly improved your life, we have accomplished our goal.
Tim and Tom
Hi everyone, this is a reminder that Internet User Experience is coming back to Ann Arbor, Michigan this June. Also, we have email falling out of the previous episode about the Beluga Razor design.
Visit the IUE2015 website at
Zac Wertz, inventor of the Beluga Razor, joins Tim Keirnan for an interview about the design of both the Beluga Razor prototype and the BelugaShave.com website. Across 80 minutes of uninterrupted, commercial-free conversation, Zac and Tim discuss hardware and digital designs, including
* Their mutual dissatisfaction with modern cartridge razor shave quality, its high cost, and environmental problems
* Their appreciation for traditional safety razor shaving
* Zac’s origin story for inventing the Beluga razor
* How Zac designs mechanical prototypes
* The design of the BelugaShave.com website to reinforce the Beluga brand
* Tim’s experience shaving with the prototype
The Beluga razor combines the advantage of the modern cartridge razor–a pivoting head–with the advantage of the traditional safety razor–its single, double-edged razor blade. Users thus have the low cost, superior effectiveness, and environmental advantages of traditional safety razor shaves without having to learn the fine motor skills needed for using a traditional safety razor.
P.S. You can listen to older shaving-themed episodes:
Jonathan Tilley, voiceover professional, joins Tim Keirnan for a discussion on how user experience professionals can find freelancing opportunities, either full or part time.
This episode is about designing one’s career instead of designing a digital or hardware experience, and closes with a discussion of how college students could use list building to find an internship or first job.
Jonathan’s websites are:
Audiophiles take note: As a professional voiceover artist, Jonathan already sounds good. His choice of the Neumann TLM 103 microphone is why his good voice sounds so amazing in this Skype recording with Tim. There is no additional processing on Jonathan’s voice. What you hear is his voice through the proximity effect of a magnificent and expensive-but-worth-it cardiod mic.
Melissa Smith returns for a special Human Factors News Desk episode that reports on the HFES 2014 annual meeting. If you missed the conference, or if you want to hear about sessions other than the ones you attended and the overal trends and themes she noticed, listen to this half hour with Melissa!
Link to HFES2014 twitter hashtag:https://twitter.com/hashtag/HFES2014
We also read email from listeners Costan (about GPS unit designs) and Reed (about interactive voice response systems).