Assuming too much

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We recently announced that we were discontinuing the offline credit processing option due to a tightening of security. We had several clients using this feature that weren’t happy with the announcement, and were even more upset that it was effective immediately.

The “Effective Immediately” notice was because we felt we had thought through all the ways clients were using the feature. Well, we quickly found out we hadn’t. Many clients were using the feature to approve registrants and charge their cards once they were “accepted”.

The opportunity that came from this is we are now designing a new feature that enables clients to “Approve & Charge” registrants in an easier way than the old work-around.

We also learned that no matter how much we think we’ve thought through changing or eliminating a feature, we need to give advance notice of the proposed change so we can hear their concerns… AND hopefully discover some more wonderful new opportunities to improve how RegOnline works for everyone!

We are sorry to all those that we unnecessarily panicked with this sudden change, and look forward to learning from this and doing better next time there’s a change to existing functionality.

Walking in their footsteps

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I sense a growing wave coming upon us. It’s a need to get even closer to our clients and how they use RegOnline. What they like. What frustrates them. What could amaze them.

I believe the most direct way to do that is to walk in their shoes more. To sit down with them face-to-face. Even better, face-to-face in their own offices where they can show us their day-to-day.

Walt Disney did it. He demanded it. So can we…

http://imagineerebirth.blogspot.com/2006/09/walking-in-walts-footsteps.html