I was asked to perform a quick review of the customer support user experience at tmobile.com.  My short presentation was to frame my evaluation from the perspective of a current customer who owns a MyTouch Slide phone.  The intent was not to buy a new phone, but to improve the support functionality for someone who already owns this phone.

With this, I wanted to highlight that we need to be polite to customers.  Quoting Alan Cooper, “If we want users to like our software, we should design it to behave like a likeable person: respectful, generous and helpful.”