Chris Lacy-Hulbert, Betfair’s Head of Sports Technology reminds us that “cool” just isn’t good enough for mainstream web sites. Says, Chris:
First of all, the customer expects the website to work. Pure and simple. When a user visits your homepage, or logs into your application, they do not expect to see a sign on the door saying ‘we are undergoing maintenance – why not try one of our competitors’. If your website is frequently unavailable, or doesn’t meet the basic needs of its intended purpose, then you have ‘bottom of the pyramid’ problems which you need to resolve. You simply do not have the luxury of dreaming up new bells and sprinkles.
Check out Chris’ full post on Betfair’s Hierarchy of Website Needs.