The best way to find out what the end-user wants is to ask them.
The Wall Street Journal, 25 January 2008 reports on Ask.com that “Ask Searches for Answer to Luring New Users.”
Since 2006, Ask.com spent $140 million to Google’s $34 million on advertising between Jan. 2006 and September 2007, yet Google’s market share of the internet search business stands at 58.4% to Ask’s 4.3%, and “Ask’s market share hasn’t grown in the past couple of years, while Google’s…has seen its dominance increase.
Google is beating Ask based on “superior technology and word of mouth,” so the advertising is a moot point.
Jim Safka, the new head of Ask says that to understand the discrepancy, “the first step is figuring out who uses Ask today and what they use it for. We are not going to take wild swings.”
Apparently, Ask took some wild swings in the past without asking their users and ended up getting rid of the “Jeeves” from their original name Ask Jeeves.Com and getting rid of the “friendly butler designed to answer any question user posed him.”
Ask also goofed on a number of marketing campaigns which didn’t resonate with end-users, like “one campaign named ‘Use Tools, Feel Human’ [that] featured a primate [who] evolves into a human by using Ask.com.”
While “Ask’s market share continues to weaken,” Mr. Safka says that “Consumes are smart. If you look at the data and listen to them, the answer ends up being obvious.”
From a User-centric EA perspective, it is critical to ask the user what they want and understand their needs. One of the principles of User-centric EA is that we are focused on developing useful and usable products and services for the end-user; we do not build any information products that do not have a clear end-user and use. In contrast, traditional EA is often user blind and as a result develops “artifacts” that are difficult to understand and apply. Like Ask.com is learning, if you don’t understand your user’s needs, you end up with a lot of shelfware—whether it’s EA or search engines.