Microsoft hit a new low in their obnoxious campaign to upgrade customers’ PCs that were Windows 7 or 8 to Windows 10. The user interface is almost impossible to say “no” to when the dreaded Win10 upgrade message appears.
Anecdotes about affected customers Tim knows and a critique of two freeware utilities that can keep a Windows machine under the user’s control are featured in this short episode. When will Microsoft learn to respect customer’s private property and offer an honest UI to upgrade to Windows 10? Never, probably. The brand is suffering as Microsoft demonstrates contempt for their paying customers and tricks customers into forced upgrades.
Hypnotically cool documentary of Lenny’s Shirts:
Lenny’s Shirts store on Etsy:
Paul Thurott’s excellent article explains the whole mess:
Steve Gibson of GRC created Never10 to let owners regain control of their Windows PC:
GWX Control Panel is not as easy to use as Never10, but offers more configuring options:
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: