I’m embarrassed to admit it. I screwed up and if you tried to contact us over the last few months, there is a chance your message didn’t get through.
Specifically, messages sent via the contact form on our site weren’t always reaching us.
In case this saves anyone else from making the same mistake, here’s what happened. We switched our mail to Google. Instead of having an email alias, we had to use a Google Group.
Everything seemed fine for a few months, but then at some point Google Groups decided contact form submissions were spam. And we didn’t have any moderators for the group.
I set up the Google Group so I must have screwed it up. Because things worked great for several months, we don’t know when the problem started and how many messages were missed.
The most painful part about screwing up something like this is that there is no way to know who you need to apologize to.
So if you tried to contact us and didn’t hear back, I’m very sorry. The contact form is fixed now. We’d love to hear from you.
Many years ago at a previous job, I was responsible for pushing our organization to adopt a new ticket tracking system. We decided to use an open source project called Request Tracker (RT).
This was before the days of Zen Desk and similar services. RT matched our requirements best. I worked with our sysadmins and engineers to get the software running and rolled it out to the organization.
It was a failure. People were openly swearing at RT, and I’m sure they were privately cursing me for forcing them to use it.
While I sympathized with the complaints, I felt hamstrung because RT was deployed on an underpowered server and we had not been allowed to modify the look and feel. Back then RT was a bit of a dog both from a performance and aesthetics perspective.
As I worked with engineering to secure better hardware and get someone to assist with the design, the number of grievances continued to pile up.
One conversation stands out to me. A member of the management team told me that the fact that customers couldn’t reset their password in RT was unacceptable and as long as that was true, we couldn’t use RT.
I listened to the objections and kept a list of the issues that were raised, but I kept my focus on making RT faster and more attractive.
A few months later we relaunched RT. It was met with skepticism, but to the credit of my colleagues, they gave me and it a second chance.
It wasn’t too long after the relaunch that previous skeptics were swearing by the system. One of the team members became the master of RT and made a bunch of process improvements that I would have never considered.
What happened to that list of complaints that I gathered? We didn’t address a single one of them. Passwords worked exactly as they did before.
We simply made RT fast and attractive.
I have a simple rule when it comes to user experience: when something is slow and ugly, nothing else matters.
Until you address those two issues, you’re not going to be tell whether other complaints are real or red herrings.
Speaking at An Event Apart is intimidating. Last year, I was privileged to speak twice, and I was terrified each time.
While I thought I gave a good talk both times, I realized after my first talk that I had misjudged the audience. I feared I had whiffed on my only chance to speak and wouldn’t be invited back.
So you can imagine my surprise and delight when Eric and Jeffrey asked me back this year. I swore that this year I would nail it.
What I learned last year was that people come to AEA expecting not only to be wowed by fantastic speakers, but also to take home a tangible things that they can implement.
So I put together a presentation called Mobile First Responsive Design. We know that over 90% of responsive designs are built poorly. This talk teaches you how to build in a responsible manner.
I presented the talk for the first time at AEA Atlanta. It is always difficult to judge your own talks, but based on the feedback from attendees, I think it worked. At minimum, I know people went home with a long list of things that they could do immediately.
I’m giving this presentation two more times. Once next month at AEA San Diego and in October at AEA Orlando.
I’m really proud of the way the talk has come together. I’d love it if you could join me at one of the two AEAs that I’m going to be speaking at.
But even if you can’t make it to San Diego or Orlando, An Event Apart puts on one of the best conferences in our industry. You should attend. And if you do, use ‘AEAGRIG’ on checkout to receive $100 off the price.
That discount code applies for all of the 2014 events—even the ones I’m not speaking at.
I hope to see you in San Diego or Orlando!
I normally don’t write a post simply to link to another article, but if you’ve enjoyed the things I’ve written about responsive images, you really should read what Eric Portis wrote about Srcset and Sizes.
Eric describes the logic behind srcset and sizes, how they are part of the new picture proposed standard, and how to use them.