It’s Not You, It’s UX
summary
Ocado Smart Platform is an e-commerce + B2B tools + automated warehouse product with robots; claim: subscriptions hit ~80% by 2020 (McKinsey). Agile releases let small frictions — “bad carrots” — accumulate into churn. Practical fixes built and validated: a link to clashing campaign instead of full edge-case work, a tooltip to surface late delivery slots, a minimal favourites feature, inline help on rare config screens. Measure with the 10‑question SUS survey and error counts; talk to customer care to find issues users never mention.
AI-written summary · about
chapters (8)
- 0:00Introduction and background
- 1:30Friction in relationships and UX
- 3:39Understanding the market
- 6:11Challenges in injecting UX
- 10:34Solutions for UX friction
- 15:56Caring about users with data
- 17:19Beyond UX: Collaborating with others
- 18:44Conclusion and lasting relationships
