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Closing the communication loop

Steve Baty has written an article on closing the communication loop, in the context of usability activities. To quote:

Call centers, in particular, provide us with a real-time snapshot of our customer’s needs. Incorporating issue logs into our project research allows us to react to those needs on a regular basis, minimizing or eliminating potential pain points before they get out of hand. Online channels can be similarly useful when undertaking a review of a Web site.

Posted by jamesr on March 16, 2008 12:55 AM
Categories: Information architecture, Usability & user-centered design