Books I have co-authored

Post Snowden ripples – users going anonymous on the Net

 

The Snowden leak is a game changer. User angst over privacy and anonymity is at an all time high. 61% of US net users want to do more to protect their privacy.

 

It takes time for consumers and market players to absorb the full impact of game-changing events such as the Snowden leak. When the news broke in June of last year, the first Pew poll showed [...]

My previous blog posts about design

Here is a compilation of links to my previous blog posts about product and service design. My view is that successful design has to build on the user’s context and micro-situation. One needs to put oneself in the user’s shoes and really understand his or her situation, pre-understanding, and purpose for using the product or service. Failure to design from the user’s perspective can mean the difference between failure and [...]

Digital consumers – free trend forecasting from communication agencies

We all know that digital is massively invading and disrupting all industries. One indicator of this development is that part of the mainstream advertising industry finally seems to be embracing digital.

The “ad” industry is not just the creative part. It is also comprised of PR-firms, market researchers, insight, database marketers, and specialists in digital and lifestyle trends. The major players in the industry (WPP, Omnicom, Publicis Groupe, and IPG) are [...]

Nuisance calls will kill landline voice

Few people in the tech sector care about landline voice these days but for landline operators it’s still a significant (though declining) cash cow, and will be for years to come. Mismanaging this service could provoke a customer stampede away from landline voice. If BT and the other UK landline service providers can’t stop the deluge of nuisance calls that have flooded British customers over the last few years, the [...]

Xperia Arc’s low light camera – will Sony(Ericsson) ever come to their senses about the Mpixel race?

Xperia arc

I don’t usually pay much attention to Sony Ericsson’s products but last week I saw a billboard in the subway stating that the Xperia Arc sported a camera with excellent low light capabilities. A quick google search revealed that SE is pushing the 8 Mpix low light camera as a major selling point. The low light capabilities come from Sony’s new sensor technology Exmor R.

It looks like SE’s [...]

Bad customer support – a great way to destroy your brand

Broadband and Mobile operators in Sweden face an increasing level of complaints about lousy customer service. Complaints to the Consumer Ombudsman almost doubled in 2009 with companies such as ComHem, Telia, and Tele2 on the top ten list. Leaked information to the Swedish newspaper Dagens Nyheter from a source working at the customer support of the mobile operator Three revealed some rather counterproductive ways of running a customer support call center.

The [...]

Flawed design in Sony Ericsson’s Satio camera phone

Satio smartphone with camera

All mobile phone vendors hope to repeat the success of Apple with a new Jesus phone. Sony Ericsson’s candidate is Satio (previous working name Idou) and they are positioning the integrated 12 megapixel camera as the “killer app” that will lift Satio above the other smartphone competitors when it hits the shelves this fall.

Unfortunately, I think they have made a serious design mistake in their choice of [...]

The missing function in mobile voicemail

Have the mobile operators overlooked how customers use the Forwarding To Voicemail function when a call is not answered? If someone calls your mobile and you don’t answer, the call is forwarded to your voicemail after a few rings. I find it very irritating that I can’t set the time to more than 30 seconds before the call is forwarded.

There are a number of situations where 30 seconds is simply [...]

Do customers really want super glossy PC screens?

Despite decades of talk about being “in tune with customers” and huge budgets for market research I wonder how well the major corporations in the tech sector really understand their customers.

During the last two years, the leading vendors of PC and Mac have decided that users only want glossy screens. They have obviously missed that users are highly divided about this product innovation. Many users love the glossy screens with [...]

It took five years – Skype largest in the world

Traffic data from Telegeography shows that Skype has eight percent of the international voice traffic market. This makes Skype the largest actor in the world when it comes to international voice (which includes both POTS voice and VoIP from Skype and others). During 2008 the number of Skype traffic minutes grew with 41 percent and the growth is bound to continue. It has only been five years since Skype launched. [...]

Google Voice is launched: the market Verizon missed

Almost two years after Google bought the startup GrandCentral they have now launched their repackaged services under the brand Google Voice on the U.S. market. With Google Voice you can manage your telephony via the web and they have developed a suite of interesting but rather obvious services around call forwarding and voicemail. Google Voice is an example of the emerging market for Telecom2, a market that already contains a [...]