Hulu.com Showcases Gen Y Design

Matt Vella wrote an interesting article in Business Week called How Hulu’s Design Gets It Right (and he included some quotes from me). Hulu is a joint venture between News Corp. and NBC Universal that lets users stream television episodes, films from Warner Bros. and Lionsgate, as well as sports content.

The article looks at Hulu.com as a good example of Gen Y design. While I didn’t do a review of the site, on the surface it adheres to many of the principles that we defined in the Gen Y Design Guide (here’s a shout out to Ross Popoff-Walker who led much of our Gen Y research).

On a related note, I just published a couple of reports that examine customer relationships across generations of consumers: “Customer Relationship Snapshot: Retailers and “Customer Relationship Snapshot: Banks.” In both banking and retail, it turns out that Gen Yers are the most likely to switch providers.

The bottom line: If you want business from Gen Y, design for them.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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