You know that, of course, but how do you buy our servers? For as long as I can remember, and in line with how we structure our organization, we’ve presented our product lines on the web by the product categories by which we refer to them. This means that if you’re looking for our servers on sun.com, we think you might want to look for them by their parent category. Right now, we’d be in a great position to answer customer questions like “What CoolThreads servers have you got?”, or “Show me all your blades”, but, really, is that the kind of question you have in your head when you come to sun.com to look at servers?
Maybe you’d actually prefer to see our servers presented in terms of their attributes, so that you can begin your research by asking “What servers have you got that can run Linux?”, or maybe “I’ve got $5000 and I want a Sun server now. Show me what you’ve got”. In any case, you’d be hard pressed right now to complete a customer journey like that without going through a number of hoops. Backwards, probably.
So, at the moment, we’re looking at what’s important to our customers in terms of the way that they look for our products and how they might expect to see them grouped, or otherwise, so that a subset of products is a meaningful subset of products, that can support directed searching, categorization and a much more targeted presentation model. I mean, do you really need to know everything about why our products are so great when you’ve already come to sun.com to find the products? Is that product category landing page just telling you a bit more than you need to know, when all you really want to do is find the products? Perhaps, in actual fact, you don’t know what you’re looking for and you do need help in understanding just what Sun servers there are and how they are differentiated from the competition. Either way, we want to try and support those interactions as efficiently as possible and, from a user experience perspective, make it a pleasure to be engaging with us.
We have great people in the team conducting user evaluations and interviews and gathering as much data as we can in order to direct our designs, but, you know, you might have something to say about your experiences on sun.com and what you really want to be able to do when you’re researching our products. If you do, let me know, and we’ll feed it directly into the design process. If you don’t want to comment here, you can always email – my name is Tim Caynes and I work at sun.com, so the address isn’t difficult to fathom.
Listening Post: Future Radio Online