Dean Schuster

UX is NOT what you think. truematter.com/ideas/post/wha…

Allow a condition to fester OR face another call with #Accredo specialty pharmacy.... Thinking...

Sites and apps drive people crazy all the time. Ask anyone who uses technology about their experience, and you’ll hear their complaints. We did — and the results were, sadly, unsurprising. truematter.com/ideas/post/yes…

For powerhouse, data-heavy digital products, your users WANT more. truematter.com/ideas/post/som…

NDC Toronto! Be There!

You have less than five seconds to make an impact on your users. What do you do? truematter.com/ideas/post/cli…

Your digital product is NOT FOR YOU. truematter.com/ideas/post/tak…

The decisions you make for your digital product HAVE REAL CONSEQUENCES. truematter.com/ideas/post/haw…

Sure robots visit your site. But so do humans. And only real people can tell you what they need. truematter.com/ideas/post/mad…

You can still "ship it fast" and do what's right for your users. truematter.com/ideas/post/dem…

When digital products are difficult to use, people's brains revert to the most basic human instinct — FIGHT or FLIGHT. truematter.com/ideas/post/des…

Always prepare for WHEN users get angry. Not IF users get angry. truematter.com/ideas/post/how…

1:19:40 on this latest @accredo "customer service" call. No way #Amotti of #physicalAsia can touch this mark. I'm going to win.

@saracanaday @AccredoPharmacy Congratulations @saracanaday! You have broken my 90+ minute @AccredoPharmacy CS call record. I thought it couldn't be done.

@AccredoPharmacy I have been on the phone for 1 hour and 40 minutes. This is maddening! I've been transferred 4 times. Still on hold. I want to cancel all order from your service. #abysmalcustomerservice

@RyanTAnd @AccredoPharmacy I can TOTALLY imagine it, unfortunately. Glad your @AccredoPharmacy experience was positive (really).

Thank you to the heroic @AccredoPharmacy rep who just spent an hour and twenty-two minutes on the phone with me to get my insurance company to finally approve my meds. Been trying for two weeks. Can you imagine spending an hour and half on just one customer? Thank you!

@AccredoPharmacy Dang it. Only 73 minutes for this customer service call. I feel if you tried harder, if you really apply yourself, next time you can break the 90 minute record.

@AccredoPharmacy I feel compelled to mention I am a customer in impeccable standing. Perhaps if I owed you money or something you'd be more johnnie on the spot.

@AccredoPharmacy So this call is now at 55 minutes. No end or resolution in sight. On the bright side, you have saved me from raking and bagging autumn leaves. WIN!

@AccredoPharmacy Your determined commitment to awful customer service rivals NBA teams tanking for the number one draft pick. But I don't think @AJ_Dybantsa wants to work for you.

@AccredoPharmacy BTW, This call is 42 minutes so far. Will you go for the record? YOU CAN DO IT!