Ok so it’s not the most exciting headline you’re likely to come across today, but it’s pretty exciting for me. For two reasons.
The underlying story is that I had a disagreement with my designer, Brenda, about how to deal with a disconnect we were creating when we allowed the user to click on a link on their home page and get “transported” to a page several levels down. I had a concern that the user would feel disoriented by that and be unsure how to get back. (Remember from many posts ago I swore I would never let this happen and I keep my promises.) After some debate about what breadcrumbs actually represent (I lost that argument), we could not come to agreement about whether to display them. In addition, if we put them here, we now have to put them everywhere, which means it changes every single page. So, we tabled the discussion as it was getting too heated.
Later, I started poking around Jakob Nielsen’s web site looking for inspiration to brainstorm other solutions. On a whim, I emailed him about my issue (his email link is right on the site) and a day later he responded, telling me to use the breadcrumbs and providing a solid reason why.
So exciting thing number one is that he basically solved my problem. Given that he is THE expert in web usability, and it was clear that he “got” my issue, it was easy for me to go with his advice. It didn’t hurt that he vetted my side of the argument ;-).
Exciting thing number two is the more far-reaching, forehead-slapping conclusion that these people are accessible. We are not alone. The experts are out there and they’re willing to help us! David Meerman Scott commented on my blog about buyer personas several weeks ago and gave me a very useful tip. Guy Kawasaki responded to an email from my marketing parter about another topic, the same day. Jakob Nielsen responded to my email and helped me solve a critical problem. It’s amazing, and it’s comforting, and it makes my confidence in these people soar.
I want to be one of them. I am learning other things from them besides how to come up with a buyer persona and whether to include breadcrumbs on my site. I’m learning how to brand yourself, how to help people, and how to use your knowledge and experience and fan base to improve the web experience for all.
It is enlightening. It is humbling. And I am grateful.
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