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The Fine Print

David Armano is a senior partner at Dachis Corp. This is my personal blog where I share thoughts + opinions that are solely my own.  Logic+Emotion exists at the intersection of business, design + the social web.

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Monday, January 05, 2009

Wells Fargo Shows Us How To Design For Participation

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I just came across the very newly launched Wells Fargo Wachovia blog.  Right off the bat, I noticed three things:

1. There are real people here
2. They want to talk to me
3. They are making it very easy to talk to them

Now, I'm not interested in the debate of should Wells be blogging and when is it right to blog, but in light of my recent post on making the participatory experience pleasant—Wells has done something very simple, and possibly elegant here. While most blog experiences make us scroll to the bottom, fill out forms and decipher fuzzy graphics, Wells puts the call for participation right at the top, front and center and they even put a face to it. Hello Matt Wadley!

Call for participation may be the new call to action when it comes to communicating using social technologies and as I've said before—companies who invest by putting REAL LIVE PEOPLE behind there efforts are the ones that understand the real work which goes behind an initiative like this.

Blog aside, this seemingly small execution is symbolic in my mind. I haven't seen something like this before and of course, I left a comment right away. In seconds. Kudos on the execution Wells, one small step for blogging, one giant step for participation.

Saturday, January 03, 2009

Design Thinking Notebook by Paul Hughes

I really don't have to add much to this post as the notebooks speak for themselves. A lot of great thinking here about process, design, creativity and different ways to solve problems. If you're smart you'll bookmark his Flickr set, share it with others and try to hire people like Paul. And damn, I'm jealous—they look good enough to devour.

Friday, January 02, 2009

Making The Participatory Experience Pleasant

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This morning I tried register for a new service and comment on a blog. Neither was easy, and so I left. I don't have the time. Now understand that this is something I know a bit about. I've suffered from spam and have manually deleted lots of non human generated comments here.

I also understand that if it's not easy, convenient and pleasant for you, that you will not participate. That's not a good experience. Something that transcends social media and any other shiny object that comes our way in 2009.

There is one thing that I'm certain of. Businesses, individuals and brands that make things more pleasant, more enjoyable, easy, useful and convenient will fare better in these times.

It's really good time to think about making things better for your users.

Sunday, December 28, 2008

My Blog Thinks It's A Website

More updates to the blog and as you can see, I've come full circle to the punchline of the previous cartoon. I've added a navigation bar to the top left of page (right under "START HERE"). So no we've got some permanent sections added to the experience here. I will most likely be editing the content in these sections but it's a start. Again, way overdue.

About Me
About You
Design Strategy
Writing
Speaking
Visual Thinking + Synthesis

Please, please leave some comments about who you are, what you do and why you do it in the About You section. The page will be a part of the permanent architecture here and I would love to reference it from time to time. Is the blog looking more like a Website? Well that's by design. :-)

Thursday, November 06, 2008

Maps

When ever I'm involved in an initiative, I try to somehow visualize the big picture before diving right into it. Sometimes it means thinking about an experience as a timeline. Other times it's a flow of actions with multiple possibilities. Sometimes it's a map of media properties and other times it's an organic display of connections.

The point is that you can get where you are going without a map. You can ask a stranger on the street, pull over to a gas station or wander around until you eventually find it. But maps always seem to help us find our way and can help others feel reassured about where we are going.  Maps are great—we can still explore with them, but it's just good to know that they're there when we need them. Without them, we might still find out way—though getting lost is never all that much fun.

Thursday, October 30, 2008

Pepsi: Classically Un-classic.

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Pepsi Sent me a care package including cans which included logos which went all the way back to their first one. Of course we all know that a brand isn't a logo—but logos are extensions of a brand. Symbols of what they are.  That said, I think Pepsi should change their logo consistently. If  Coke feels "classic" then Pepsi should be classically un-classic. The opposite of Coke. If Coke is Sinatra then Pepsi is Madonna—It consistently stays in a constant state of reinvention.

Anyway, my 2 cents. What do you think?

Sunday, September 07, 2008

Boxes + Arrows

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Russ Unger recently had a chat with me over at Boxes and Arrows. Russ asked me a bunch of questions, but I though this one specifically was relevant as it pertains to my upcoming talk at IDEA 2008.

RU:  What should the audience take away from your talk?

DA: I can’t answer this question really. People will take away what they want and that’s a good thing. I can tell you what I hope they will. I hope they will be excited about the future which I believe presents huge opportunities for people who understand how to create great experiences one interaction at a time. This could be through interface, through content or even through personal interactions such as responding to comments, etc. I can’t help but see a strong link developing between social networking and experience design. We are living in an age where we can design prototypes and get real time feedback. People can tell us what they want and we’ll have to be confident in ourselves to read between the lines. But at the end of the day, I believe that it’s more important than ever to deliver a great experience vs. building a myth around one.

You can read the full interview at Boxes And Arrows

Monday, August 25, 2008

Dan Saffer Launches Kicker

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Just caught wind that Dan Saffer author of Designing for Interaction and former Experience Design Director at Adaptive Path is carving out his own path with a new shop called Kicker.  Here's how it's positioned:

" We do interaction-infused product design for:
consumer electronics / appliances
  kiosks and touchscreens / toys / robots
interactive environments / responsive objects
mobile and medical devices

We combine expertise in industrial, visual, and interaction design
to create innovative products that are as pleasing to use
as they are to look at and hold.

KICKER. [KIK-er] noun. 1. One who kicks. 2. An unexpected twist. 3. In poker, a high-value card used
as a tie-breaker. 4. In football, the player who drills it though the uprights when the game is on the line.
5. In extreme sports, a ramp used to launch off of. 6. In design, a brief phrase or sentence lead-in
to a story or chapter. 7. In product design, a consulting firm that smashes through convention."

Best of luck to Dan who is is a fantastic contributer to the field of interaction/experience design.  Dan will also be speaking at agency R/GA in NYC on September 17th.  I'd suggest you go if you can make it. 

Monday, August 18, 2008

IDEA 2008, + Discipline Convergance

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I'll be joining some amazing speakers at IDEA 2008 held in Chicago on October 7-8.  The conference will include the following:

Jesse James Garrett - Adaptive Path
Jason Fried - 37 Signals
Aradhana Goel - IDEO
Dave Gray - Xplane
Bill DeRouchey - Ziba Design
Andrew Hinton - Vanguard
...and more

The role of all types of designers is being grappled with by many organizations.  I recently recieved a heads up from (former) Forrester Analyst Kerry Bodine who announced that she'll be leaving Forrester to build an experience design practice at advertising agency Hill | Holliday.  I am not suprised at all by moves like this as I've been talking about convergence for some time.  Marketing, design and "branding" are on a violent collision course as communications, experience and messaging become indistigusible to the average customer/user. It's going to get interesting to say the least. Hope to see you at IDEA.

Wednesday, July 23, 2008

Designing The Digital Experience: A Foreword

David Lee King asked me to write a foreword to his upcoming book titled "Designing The Digital Experience". I got to see an early draft of the book and it looks promising.  Most of the focus of David's book is on designing digital experiences, but in the foreword—I take a step back and examine the relationship between "experience" (physical or digital) and the social phenomenon.   Here's a sample of from what I wrote.  You'll have to wait for the book to read all of it.

"So if you went out and bought this book, you’re heading in the right direction. The reason why social networks are such a big deal these days is that they act as both the great equalizer and amplifier. Customers who have a crappy experience with a company’s products or services now have a virtual arsenal of communication methods to be heard.  Often times the search engine's powerful algorithms (Google) finds their content and links to their complaints.  When a certain “power consumer” couldn’t cancel his AOL account despite several pleas with the voice on the other end of the phone, he decided to take matters into his own hands and record the horrendous experience.  What resulted was a PR nightmare for AOL that started online, gained momentum and was quickly reported on several national news stations. What starts digital becomes something much bigger, and it all starts with an experience.

Yes, the social revolution needs to be understood, but what needs to be driven home even more so is that companies who continue to deliver mediocre or bad experiences will find themselves in a downward spiral, fueled by a digital revolution that has now empowered all of us.  On the other hand, companies who figure out new ways to delight customers will have brighter futures and consumers who are more than happy to do their marketing for them.  It sounds simple, and common sense because it is—but the reality is that few companies have customer service baked into their DNA, and culture.  The ones that don’t may choose to go about business as usual but will have to risk dealing with a better-educated and empowered consumer class who is being influenced by the most influential source out there.  People just like them."

Tuesday, May 27, 2008

High vs. Low Design

I recently did a phone interview for the User Interface Resource center which is sponsored by the folks at Adobe, Microsoft and Effective UI.  The folks at Effective UI were interested in having an informal discussion around the concepts of "high design vs. low design" that is, highly-designed "experiential" applications that push the limits of technology and human interaction (Think slick desktop applications)  vs. solutions that don't quite push as hard on (think Craigslist, Flickr, or Twitter).  Any insights I maye have provided may be rooted in common sense.  We use philips screwdrivers for cross head screws and regular screwdrivers for regular screws.  Skilled practitioners know they should carry both and really skilled practitioners build homes that people actually want to live in.

Below are a few highlights:
For the full transcript go here.

Tim Wood:

That’s a great segue into the context of today’s discussion. I want to get your take on two contemporary user experience trends that we see on the Web today — that in many ways seem contradictory or divergent. That is, simple design versus complex design. On one hand we have sites like Delicious, Google Apps and Craigslist, all of which have a very minimal hypertext-based UI presentation. On the other hand we are seeing a strong emergence of RIAs of various flavors — in Flex, Silverlight and AJAX — that support a very rich presentation of user interface elements, as well as very dynamic interaction. Do you see these two trends as being contradictory or do you see them as complementary?

David Armano:
That’s a really big question without a black-and-white answer. Way back in 2003, Kevin Mullet wrote a Macromedia white paper titled The Essence of Effective Rich Internet Applications which was a precursor to what we’re talking about today regarding high and low design. He made a great case for rich design. In hindsight, I would have thought that was where everything was going because it just made so much sense.

Mullet proposed that when you take something with function and value, which most applications have whether they’re Web-based or desktop-based, you should create a really engaging experience around it using the “breaking the page” metaphor. That makes total sense because when we interact with the Web, it’s not natural to wait for a page to load. Back then, it was safe to assume that everything was going to move in the rich direction. But then the curveball got thrown, as you mentioned, with the popularity of simple HTML sites like Delicious, Flicker, Twitter and Google Apps. Why are they gaining so much steam?

Tim Wood:
Are you saying that people are more willing to accept experiential failings as a trade-off for successful utility?

David Armano:

I think it’s a reality. Whether we’re developing using a high-end design or a low-end technique, we need to focus on what the project does and what kinds of needs it actually fulfills at the end of the day. We should think about usability as a continual process."

...In the white paper that I referenced earlier, Mullet talks about this idea of fitness to purpose. A basic example that he gives is: you shouldn’t use a mallet to try to drive a nail and you shouldn’t use a hammer to pound in something that could break. In our discussion today, the same holds true; you really have to think about when to go with a rich Internet application and when not to.

Wednesday, April 16, 2008

Are Methods The New Waterfall?

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This is one of those posts. I really don't know if I'm "right", "wrong", or somewhere in the middle but I'm writing it on instinct. It was over four years ago when I received my coveted box of IDEO Method Cards.  I devoured them.  I instantly fell in love with them.  They're so smart—they're almost sexy.

And now I wonder if that's an issue.

Continue reading at Experience Matters

Friday, March 28, 2008

Design Isn't Dead. Design's Gatekeepers May Be Dying.

"In future there will be no more designers. The designers of the future will be the personal coach, the gym trainer, the diet consultant." ~Philipe Stark

Think about it.  We're living in an age where people now have direct access to brands.  Starbucks wants our ideasSouthwest Airlines talks to me on Twitter, the role of the modern day brand steward may be a little different today compared to 10 years ago.  The meaning of a brand hasn't changed. The way we interact with them has.

So I have to wonder how different this all is for the design community, if you can call it that.  Just as brands have their gatekeepers—the same people who told us that Diet Coke was meant to be enjoyed, not mixed with candy for the purpose of making fountains—the design world also has gatekeepers. Or you could call them guardians, hight priests, guru's, icons—take your pick.  Indeed Philipe is probably one of them.  Design's gatekeepers guarded the secret sauce to what they deemed was "good design".  They were quick to point out that not everybody recognized what it was.  Some, like Stark brought "design" to the masses, not unlike Prometheus bringing us fire in ancient times.  Some brands, like Target helped broaden the appeal of "designer things"—creating a mainstream demand for pretty and stylish things.

Now lots of people can design—and design means a lot of different things to different people (IE, I don't equate design with pretty).  But the tools are out there.  The techniques are easy to look up.  Some have gotten pretty good at design—creating the social platforms that many of us use daily to watch videos, stream content, distribute presentations, share contacts and build personal brands.  Scion's automobiles are made to be customized.  Actually, were they designed that way?  Or was it Scion owners who created a culture out of sheet metal and fiberglass?  Apple can't really control the design and development of both native and Web based iPhone applications—even though they give it a good shot.  And directors can't control how people choose to watch their movies no matter how much they may disagree with it.

No, design isn't dead, especially the really good design that adds value to our lives.  But the notion of design's gatekeepers may need some additional thought as more of us begin to act like "professionals" and take on the sacred role of design.  Where once we had Steve Jobs to tell us what design should be—we now have each other to look to as well.  It's not a substitute—it's an addendum.  For some of us, that's a welcome evolution.  For others—it's like having unwanted guests crash your party.  Which will it be for you?

Thursday, March 27, 2008

Space. In Your Pocket.

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I was sitting in the audience at the CanUX conference when I got the e-mail.  Someone from our Toronto office had sent out a note with a link to this prototype of an experimental iPhone Web application.  I was immediately delighted at both the idea and execution and couldn't  wait to get the thing running on my own iPhone.  My initial thought?  How cool.

But let me take a step back and offer up an insight as someone who loves their iPhone.  The iPhone was designed with "talkability" built right into it.  By this, I mean it's an extremely effective way to do "show and tell".  I'm always showing folks stuff on my iPhone—whether it be pulling up a video clip on You Tube and watching it with the boys—or showing photos to a friend.  Web applications on the iPhone have opened up a whole new world of both utility and delight.  I enjoy using the facebook version on my iPhone more than I do the full blown Web version. This is because it's simpler and more importantly—I'm in "recreational" mode when I'm mobile.  So I'm more prone to exploration using my iPhone and a connection to the Web.

That's why I think the "Pocket Planet Gazer" is so neat.  I pulled it up when sitting on the couch with my 7-year-old and instantly, learning about the planets became interactive, casual and fun.  And I felt like I was doing something which brought us closer.  This is what marketing should be.  Stuff that actually makes life just a little better.

You can check out the iPhone application for yourself here:
www.criticalmass.com/exploration

You can also see that actual application from CM's newly designed site at criticalmass.com. (currently in Beta).  Check it out and unleash 7-year-old in you.  :-)

Monday, March 10, 2008

Form + Function: Advertising Gets Serious About "Useful"

Brian Morrissey penned a solid article recently in the pages of Adweek which I believe signals the idea of "purpose-driven marketing" as being anything but a fad.  "My Vegas" which was done in partnership between R+R partners and CM was referenced, but aside from that, there were some really good nuggets that hopefully the mainstream advertising community will take to heart.  Here are a few choice bits:

"Funny microsites are giving way to useful, sometimes entertaining applications; the showing off of flashy technology is yielding to design geared towards generating sales; and crafting for social interaction is replacing one-way experiences. Now that digital points exist far outside the browser, designing for the Web is passe, with digital design chasing the elusive goal of designing experiences that wrap all of the above together."

"Five years ago, people would muck through a site with non-standard navigation that was confusing because the whole Internet was confusing," he said. "Now the Internet is so big you can't do anything that's annoying anymore."

" Application design is also driving efforts to tap into the social Web, with utilities holding the promise of being able to build communities around brands. Take "My Vegas" from Critical Mass, part of the "What happens in Vegas stays in Vegas" campaign. On the surface, the social networking tool seems like another attempt by a brand to draw people away from more natural social environments into artificial ones created by advertisers. But "My Vegas" actually provides a useful tool for visitors who want to get the most out of their trips, thanks to Critical Mass bringing the "stays in Vegas" promise to life with social functionality. "

" There's a big possibility to deliver on your brand through the tools or functionality you can give people that are positive,"

"The next step: free the application from the confines of the site. The old build-it-and-make-them-come design strategy is being replaced by a fish-where-the-fish-are mind-set that's leading advertisers to not view their brand sites as the be-all and end-all."

Good stuff. and Amen.  If there's one trend I believe in—it's giving people something that makes sense for they way they live—and makes life just a little better.

Saturday, February 23, 2008

The 3 U's: A Model for "Advertising" in the App Economy

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BusinessWeek's Bruce Nussbaum recently wrote a terrific post in which he dissects the effects of social media in the business world.  In part of his write up, he analyzes the My Vegas effort.  While of course I think that's great—what he says here really stuck with me:

"In a world of social networking and conversations among bloggers, consumers and everyone else, you don't advertise to them, you advertise with them. So companies have to design spaces--or politically ask to join existing networks--where people have a purpose to pursue (if only fun). Las Vegas is a prototype where people can network before, during and after an experience--going to Vegas baby!

Think of creating these kinds of event social networks around weddings, graduations, bat mitzvahs, grandpas 90th and mom and dad's 50 wedding anniversary--any ceremonial event. And put it on iPhones, please--mobility is pretty critical.

This little discussion moved from blogs and social networking to utility and usefulness. I'll say more on this soon because I think the entire advertising/marketing and /media/journalism industries are being reshaped by digital tools empowering individuals around the world."

And this of course inspired me to talk about what I like to call the "3 U's".  Here's how it breaks down:

Usefulness
Any experience is useful when it's meaningful and serves a purpose.  Currently much of marketing still breaks down into self-serving gimmicks and interruptions that offer little value.  Much of what's offered in digital is no exception.  While the majority of criticism is of traditional advertising, the fact of the matter is that interruptive based traditional digital advertising is not much better.  These are the digital gimmicks that work to get your attention but are usually done so poorly that they offer no value whatsoever.  Usefulness is the exact opposite.

Utility
Utility = interaction that delights us in some way.  But hold the iPhone.  The industry has hijacked the word delight and brainwashed us to think that only companies like Apple and Disney are capable of serving it up.  Let me tell you a story about the "no-frills" Craigslist, which just happened this morning.  My wife took pictures of a large playset we wanted to sell.  She uploaded them at 10:00 A.M.  By noon, she had several people interested and she sold the set in time for a late lunch.  We had the set dismantled, picked up and were $100.00 richer that evening.  That's delight in the application economy.

Unity
The promise of social features being designed into experiences is that it somehow brings us together in a fragmented world.  Even though we are all interacting through multiple social channels—we can now find people like ourselves who we trust and see what they like and dislike.  This influences our decisions from the stuff we buy to the things we recommend.  The best marketing in the world tries to simulate this, but usually ends up coming off as contrived.  We unite when we act in ways that were informed by groups of people who we trust.

So it's an easy way to look at a complex subject.  The subject of how technology continues to influence our behavior.  I don't know about you—but I use the Web very differently than I did 5 years ago.  See that little guy in the middle of the visual?  That's the evolving customer/consumer/user/participant.  Digital marketers who are using the same tactics that have worked in the past really need to think about that.

Thursday, February 21, 2008

Interaction 08 Videos

So here's a video of my talk at Interaction 08

...And here's why you should watch it:

“There has been a change in what we’re being asked to produce for clients,” says MRM Worldwide CEO Alastair Duncan. “Agencies that have been traditional website builders are finding they can move into web applications.”

Advertising isn’t just about communications messages,” agrees John Owen, planning director at Dare. “It’s also about being useful. Nike+ is a perfect example of that.”
Top 100 Interactive Agencies

You're a smart group—so go ahead and connect the dots.  And be sure to watch the other Interaction 08 videos as they are excellent.

Monday, February 11, 2008

Interaction 08 In a Word: Better

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Source Kevin Mullet, The Essence of Rich Interactive Experiences

As a self-proclaimed synthesizer, I'm always on the lookout for patterns.  There were lots of them at Interaction 08 which just wrapped up over the weekend.  The first pattern was the obvious—everyone there seemed to experience a type of "euphoria" which came from the realization of what they are.

'I'm an interaction designer—and this is what it means—and these people share my values".

The people at interaction 08 came from a number of different backgrounds.  Graphic design, Information Architecture, Industrial Design, Programming, Development,  Web Design, and others that I'm probably missing.  Everyone seemed to share the same struggle—what exactly do we call what we do and how do we evalngilize the value we provide?

And that's exactly what the conference and more importantly the IXDA community is all about.  But there was another pattern that I was interested in.  From Bill Buxton, to Gretchen Anderson, to Chris Conley, to Sarah Allen and even myself—there were clues that interaction design is more than just a practice, it's an integral part of a much bigger ecosystem in which the sum of the parts is ultimately more influential than the individual parts.

For me, the unofficial theme of the event was designing the holistic experience, which can include interaction, drama, storytelling, utility, community, purpose, and many other qualities that add meaning to our lives.  The above visual which I've borrowed from Kevin Mullet captures some of this holistic thinking nicely.  It's the combination of design, engineering and marketing which really matters.  It's the intersections if usefulness, usability and desirability that matter—not putting the emphasis of one over another.

Adam Greenfield calls this "Total Design"—but what we call it is less important that actually doing it.  In fact, while I was happy to see that people at the conference were identifying themselves as "interaction designers"—I didn't want to lose sight of the fact that while this is important—what's also important is thinking about how what we do fits into the bigger picture.

At the beginning of my talk—I said that I wasn't sure what to call myself.  But this doesn't mean I don't know who I am or what my role is in the world of creativity, design and interaction.  As interaction designers—or whatever we want to call ourselves, our goal should be to make things better.  We can make people feel less frustrated, more empowered and confident.  We can make people more productive, less stressed.  We can actually make lives better.

For me—interaction 08 in a word is better.

Better means more integration with technology—with marketing and even sales.  Better means thinking + doing.  Better means improving craft as well as ideation.  Better means reaching out to other disciplines and making connections that will lead to better experiences.

Like Mullet's diagram above—I came to similar conclusions as I pondered the role of experience design within the agency ecosystem.  I started with a sort of hub and spoke model—but then evolved to the "clover" metaphor.  For me, Experience Design was a part of the bigger living organism:

Agency_ecosystem2

In the end, for me—Interaction 08 was a better way to move a discipline forward.  Like many of the attendees—I've found myself relating to this group more so than other organizations.  I guess that's a good start.  Or maybe it's just better.

Saturday, February 09, 2008

Alan Cooper: "Best of Market Trumps First to Market"

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Alan Cooper, widely respected in the field of Interaction Design and related practices kicked off Interaction 08 with a simple but profound message.

"Best of market trumps first to market"

Alan laid out his case thoughtfully and practically.  We are living in a post industrial wold.  Knowledge workers such as programmers live in conflict with the business hierarchies who manage them.  Programmers don't respect authority—they respect credibility.  And so from Alan's perspective—Interaction Designers who can "think in blueprints" possess that credibility.  So I'm going to make the leap that what's being said here is that Interaction Designers form a significant "link" that make "best of market" possible.

All sounds good.  I believe in the concept of "best to market"—you only have to look at the U.S. and our predisposition to invent—only to have other nations take what was invented and provide "best to market" products and experiences.  Henry Ford knows this concept well—Ford's invention of the mass production automobile was "first to market"—yet you only need look at the automotive market place to see how that story demonstrated that "best of market" wins in the long run.

Or does it?

My take on Cooper's talk—is that while I agree wholeheartedly with the "best of market" scenario, I see another story being told when it comes to social applications.  Can You Tube, Twitter, Facebook, Slideshare, etc. be put into the "first to market" category?  It's debatable.  But most of the social applications to seem to rely on community influenced iterative design that often came after a "first to market" reality.  Social applications may be destined to follow what Cooper is advocating for which is an emphasis on craft and rigor.  The theory is simple—better craft leads to better business models.

Now the one example outside of social applications that I can think of that defies this perspective is Tivo.  In my opinion Tivo was as superior DVR that combined both "first to market" and "best to market".  But even with these advantages, Tivo stumbled.

Big topic here—and I certainly don't have the answers.  But I believe that watching what happens to the Tivo's, You Tubes and Yahoo!'s of the world are will help provide clues as we continue to navigate through the space.

Tuesday, February 05, 2008

The Power + Limitation of Design

I recently did a Q+A for a publication that's going to be included at this year's IIT Institute of Design Conference (you should go).  The question got me thinking about Motorola and the RAZR.  It used to be my de-facto story to communicate the power of design.  But as I began answering the question—I quickly realized how the story highlights  both the power and limitations of design.  Anyway—thought you might enjoy a preview.  And definitely consider going to the conference which will include esteemed individuals such as Bill Buxton, A.G. Lafley, Claudia Kotchcka, Roger Martin, and Bruce Nussbaum to name a few.

Q: Give me your favorite example of a company or project that used design to figure out "where to play" or "how to win".

A: Interesting timing on this question.  I used to reference the Motorola RAZR as a textbook example of the power of design.  The story had all of the right ingredients: A brand that needed a breakthrough product, a prototype that pushed the idea forward, an end product that had reflective emotional appeal and influenced the design of other products.  But it’s worth taking a look at Motorola today which is currently having difficulties finding a buyer for their handset division.  Somehow along the way, they could not disseminate the success of the RAZR and the story ironically becomes a case study for the limitations of design.  I still believe design can be transformational, but it cannot be divorced from the corporate culture or values that a company believes in. 

My favorite current examples tend to highlight the ecosystem of experience a brand or company can provide.  I like to talk about examples such as Trader Joe's, SouthWest Airlines and even digital cousins such as Flickr and YouTube as examples of not only design—but the total experience.  What once started out as the poster child for design—the RAZR may actually become the poster child which demonstrates that form and function is simply not enough.  It was good design which ultimately became a low-priced commodity.  Sustainability is a hot topic in the design world right now and the RAZR illustrates that we need to think about sustainability beyond the “green” sense—Motorola was simply not able to sustain the momentum of the RAZR.  I recently read an article where the author said that the Apple Air is the “RAZR for notebooks”.  With hindsight being 20/20, this may not be the compliment it was intended to be.

Monday, February 04, 2008

Subject to Change: creating great products and services for an uncertain world

While I still have great appreciation and admiration for the field of graphic design—the simple fact is that I have a tough time relating to many aspects of it.  I haven't looked at an an issue of Communication Arts in years and AIGA becomes less relevant to me as digital media continues to evolve.

But, I will be adding this to my short list of books to read:

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Co-written by several folks from design consultancy Adaptive Path, the chapters include:

CHAPTER 1
THE EXPERIENCE IS THE PRODUCT
“How do we deliver great products and services in an uncertain world? The thing to keep in mind, not just in the abstract, but truly and viscerally, are your customers and their abilities, needs, and desires.”

CHAPTER 2
EXPERIENCE AS STRATEGY
“All that matters to customers is their experience.” Therefore firms need a plan for the experiences they will offer, a plan so strong that it will guide decisions on how the experiences are marketed, maintained, and managed.

CHAPTER 3
NEW WAYS OF UNDERSTANDING PEOPLE
“We must understand people as they are rather than as market segments or demographics.” A new model for understanding your customers more completely and more realistically—the basis of an experience strategy.

CHAPTER 4
CAPTURING COMPLEXITY, BUILDING EMPATHY
“The success of experience-focused products is contingent on everyone sharing an understanding of users and a vision for the experience, because so many people play a role in delivering that experience.”

CHAPTER 5
STOP DESIGNING “PRODUCTS”
“The true success of experience design isn’t how well it works when everything is operating as planned, but how well it works when things start going wrong.” Products are simply interfaces to every service a firm provides.

CHAPTER 6
THE DESIGN COMPETENCY
“The act of design gives form to a powerful idea that many can rally around.” One design prototype can embody strategy, showcase an entire system, and immediately reveal the shortfalls of your business plan.

CHAPTER 7
THE AGILE APPROACH
“In an environment where exploration leading to a dead end is viewed as an expense to be reduced, true innovation is difficult.” New developments in the marketplace both allow and require new approaches.

CHAPTER 8
AN UNCERTAIN WORLD
“We should adapt to and embrace the uncertainty around us.” A new set of organizational competencies—-customer research, design, and agile technological implementation-—will shape the firms lead in these uncertain times.

Sounds like a good evening to me.

Wednesday, January 16, 2008

Digital Experience Design + A New Book From David Lee King

Agency_ecosystem2

Meet David Lee King.  David's a librarian.  David's interested in transforming the library experience.  He's also interested in Experience Design—specifically, Digital Experience Design.  I skimmed through a draft of his upcoming book titled:

Designing the Digital Experience:
How to use Experience Design Tools & Techniques to Build Web Sites Customers Love

Here's how David Describes it:

"I have seen great information on parts and pieces of experience design - for example, Pine and Gilmore's book "Experience Economy" does a great job of exploring experience generally - but really doesn't touch on digital experiences. Other books are great at helping us improve the user experience on web apps... but miss the broader picture of experience. I'm hoping to show how these three areas - structure, community, and customers - are really part of the whole digital experience."

And a brief outline: (I especially like the community portion)

You'll learn the concepts behind designing for the digital experience and you'll explore current best practices in three areas:

Structure
– Creating better experiences by improving a Web site's ease-of-use. Great customer experiences happen when customers can focus on their own goals, rather than on how to navigate your site.

Community
– Memorable experiences are created via online participation and community. Learn how to start conversations with blogs and wikis, as well as how to use podcasting and videocasting to create a personal touch. Ideas to jump-start conversations are provided.

Customers – Finally, you will learn how to stage experiences online, with practical tips on turning negative experiences into memorable ones.

From what I could tell of the initial skim—the book holds some promise.  I personally like the fact that someone "outside" the direct field of "Digital Experience Design" is taking a crack at connecting the dots.  The book will be out in November and will feature at least one of my visuals.  I was also asked to write a few "blurbs" on Digital Experience Design which I did last night.  Enjoy the random thoughts:

"It’s been said that experience is the product, yet few books go deep into the subject of digital experience design.  That’s because since Gilmore and Pine’s seminal book titled “The Experience Economy” practitioners and academics alike have debated what the notion of experience actually is.  It’s time to move beyond debate toward action.

Experience Design in all its forms is a driving force of modern day economics.  Basically the average consumer, user or individual has become spoiled and as a result demands superior experiences and if they don’t get one—they go elsewhere.

Digital has changed everything.  While we still marvel at Apple for it’s lustful product design—we spend countless hours engaging in all types of digital activities from the Web to mobile and beyond.  As a result the lines between interface, design and engineering all blur into a single question: “did I have a good experience or not”?

It’s pointless to debate the differences between Experience Design and Digital Experience Design—what’s far more productive is to understand the difference experience makes in the everyday lives of human beings.

Digital Experience Design is not a fad, nor a buzz phrase, nor yesterday or tomorrow’s topic—it’s a reality that all businesses and brands have to contend with.  People will judge your products, services or brand itself by the experiences they have with it.  Just happens that much of this will occur across multiple digital touch points.

Every time we engage with a company service or brand in a digitally enabled way—we’ve experienced the art and science of Digital Experience Design.  There are literally thousands of practitioners working in this field whether they know it or not.  The hallmarks of any successful digital experience is simple.  Happy customers, people and users.

It’s time for us to get serious about Digital Experience Design.  Part marketing, part product and all experience—it’s what will provide a competitive advantage in a digital world inhabited by empowered individuals."

Friday, December 21, 2007

John Maeda goes To RISD

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The big news in the Design world is that John Maeda, author of the "Laws of Simplicity" has left the MIT media lab to become president of RISD (video) (Rhode Island School of Design).  What a great move.  RISD, which is a excellent school will be lucky to have him.   In an Interview at BusinessWeek's NEXT blog, John says:

"I know that a great deal of my start up phase will be spent learning and listening about RISD’s unique strengths and using that base knowledge to figure where it could possibly go. Where can it go? Really the sky is the limit because it RISD is perfectly grounded in the perfect traditions of the past."

Right on.  John, if you're listening—I have a thought:

Picture_167
Would you ever consider opening up the RISD blog to the outside world?  How cool would it be to have academic discussions that transcend the halls of RISD and include perspectives from all over the place?  I dunno.  I could be wrong.  Maybe it's a dumb idea.  As a Pratt graduate, one of the things I loved about that school was that it's location in Brooklyn was the best of both worlds.  It felt like a private Oasis in the middle of an urban jungle—but on the other hand, you could get to NYC in minutes and expose yourself to a universe of experiences.  It provided an interesting mix of seclusion and exposure.

Design school was one of my favorite times in life.  But I often reflect back upon it, and realize how many new skills I needed to learn once I joined the business world.  I hope that 2008 promises more interaction between the worlds of academia, business and even design.  What a great year it will be!

Tip 'O the hat: Bruce Nussbaum

Sunday, December 16, 2007

People-Driven Design

Picture_136_2

Google recently launched some social functionality over the weekend.  Chris Brogan has this to say about it:

"Google slipped a social network into Reader last night while I was sleeping. It’s simple, and unobtrusive, and gently prompts me to add more info, if I want. It’s about sharing your news- for now. But there it is. There’s Google’s simple, easy, I’m -destined-to-use-it social network right there.

Facebook, I hear bells tolling."

Has Google really launched a "people-driven" experience?  Most of us would agree that the best experiences are designed with people in mind. But the fact is that it's still really easy to forget about the end user or person that you are ultimately trying to serve. Here's a few ways we can go wrong even with the best of intentions.

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1. Usability Driven

Many of the popular 2.0 Web services have usability issues.  Jacob Nielsen asserts that the space is in danger if becoming "glossy, but useless".   But there are a few facts we need to come to terms with here.  Applications such as Facebook, YouTube and others all have usability issues, but are highly desirable to the people who use them.  Putting usability first, in theory will create a superior experience—but in reality it's only one factor of the total experience.  You can have the most usable tool on the planet which seldom gets used if no-one wants to pick it up, play with it and talk about it to others.

2. Creative Driven
"Creative people" have a weakness. Sometimes we care to much about what our peers think and so if we see the industry awarding bright and shiny stuff that looks great but serves no real purpose, we'll be tempted to produce bright and shiny stuff that serves no real purpose--except maybe to win an award.

3. Technology-driven

Advances in technology let us do lots of things and the fact is that many experiences are designed putting technology first. Why didn't Vista work out as Microsoft would have liked? I've never installed my copy because I've heard from others that the upgrade experience didn't go smoothly for them.  This phenomena is called word of mouth.  If technology doesn't fulfill its promise of enriching our lives then that's not a people-driven experience.


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People-Driven

People-driven design starts with real people in mind.  What they do, how they think, what their pain points are, why they like and dislike things and how they'll use what you create for them.  The main purpose of personas is to help large groups of people from diverse backgrounds such as IT or Marketing empathize with the people they are designing for.  Even if the folks at 37 Signals believe that "personas lead to a false sense of understanding at the deepest, most critical levels." they still design with people in mind—people who are a lot like they are.  People driven designs don't end at the drawing board—they factor in feedback through the lifecycle of the design process, which nowadays is infinite.

Most of the successful designs that we use and love are people-driven more than anything else.  Steve Jobs, wanted to create something of beauty and utility for a person—that person just happened to be himself.  So back to Google, if what they did over the weekend is "people driven"—then it has a chance.  Guess we'll find out.

Monday, December 03, 2007

NASA, We Have Liftoff

Picture_70

The New York Times did a write-up of the NASA.gov site which CM's Toronto office helped re-launch recently.  We've been calling it "NASA 5.0" internally as the launch coincides with NASA's 50th birthday—so as you can imagine, it's got some symbolic significance.  I've been checking out the site all morning and I'm really encouraged by a few things that I'm seeing  considering that this was a large scale effort of a government website.  Below are a few features that caught my eye:

Picture_60_2
Content Rich Homepage
Conventional wisdom on "corporate" Web sites used to be that you had to get all your content above the fold if you wanted people to see it.  Nasa.gov uses the "accordion"  interface convention to bring additional content above the fold, but celebrates that the site has valuable content to offer by putting a healthy dose of it on the homepage.

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Social Bookmarking Options
I really liked how I was presented with multiple ways to bookmark the site to suite my preference.  A simple tactic, but nice to see on a site like this.

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Tag Clouds  
Didn't expect to see a tag cloud on a NASA site, but given the content rich nature of the experience, it kind of makes sense.  Quickly calls out what others are looking at.

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Visual Browsing
I really liked this touch.  In today's ADD-driven world, we need visual cues to help us prioritize things.  This is a nice simple way to prioritize content that Nasa feels is important (without being too heavy-handed).

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Launch Calendar + Mission Milestones
Thought this was REALLY cool and effective.  My guess is that the insight that drove this tactic was that "space exploration junkies" like to follow NASA's progress on a daily if not hourly basis.  What a nice way to provide this info.

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Image Gallery
Liked the horizontal use of the "accordion" convention here.  Flipping through images was enjoyable, and I could download high quality photos for wallpaper etc.

Picture_64
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Blog + Feed Integration
Something every large scale site will have to come to terms with in one way or another.  How do you aggregate feeds and blog content?  Was nice to see that NASA promotes blogs and puts all related feeds in one place.

Cool stuff from our folks in the Toronto office.  My guess is that they've been working their asses off on this in a short amount of time—so kudos to you.  A nice experience that feels informative, useful and on brand.

Thursday, November 29, 2007

Developing an Experience Strategy in 4 Parts

Experience_strategy
(click for larger image)

Download experience_strategy.pdf

I can remember a time not so long ago when the notion of "strategy" seemed nearly divorced from the design and/or creative process.  Strategists performed competitive analysis or "landscapes", talked to stakeholders—aggregated industry reports and trends and did stuff with lots of charts, metrics, bullet points  etc.  Then they moved on to the next strategic initiative on and performed an augmented version of the process while an "execution" team came in and did their thing.  I may be oversimplifying, but speaking from experience—I don't feel I'm too far off.

But many of us are integrating strategy with the creative process to result in tangible deliverables that are informed, and can help result in not only a recommended "roadmap" but lead to a vision for what direction an organization can move forward in.  Many of you no doubt are already working this way.  And if you're not, take this as food for thought for how you can better integrate planning and design as part of the broader "experience strategy" for your digital touch points of choice.  Some things to keep in mind:

Research:
Research doesn't have to be a dirty word, and while your clients may feel that they've done enough of it, sometimes what's actually been done is market research vs. more qualitative measures such as user research.  Any experience strategy needs to  begin with people—common sense stuff of course, but sometimes it's difficult to sell this notion to the business who's potential you are trying to maximize.  Contextual user research including ethnography techniques such as shadowing or field studies to help provide unfiltered insights that kick start the process.

Experience Planning:
Traditional planners lived in the world of brands and consumers. Experience Planners also factor in brand and consumer relationships but integrate elements that will be critical bridging the user experience with the total customer experience.  Research done in the previous overlapping state informs artifacts such as personas and mental models which helps to prioritize wants, needs and the desires of a user.  It also helps make the user into a person, and when done properly creates empathy among various stakeholders.

Experience Briefing:
What once may have been a creative brief, an experience briefing synthesizes insights that comes out of research  and communicates them in a way which can be easily digested among a variety of audiences.  The briefing can include artifacts such as videos, photos, or audio to help make a compelling case for why the project should move in a specific direction.

(Conceptual) Experience Design:
This is a fancy name for prototyping.  Basically, you ideate and start building stuff.  Point is that we need to start creating in the strategy phase because it will help make the project objectives tangible and concrete.  What's essential in this part of the process is that the ideation is informed by insights. This makes the process co-dependent on the initial research.  Anyone can start building a prototype, but good research, analysis and synthesis will likely result in a better prototype.  With a rough prototype in place, you now have a "thing" which can be validated or invalidated.  In this approach—while you're still thinking strategically, you now have something to "test".

Experience Roadmap
Here's where we bring it back to strategy basics.  Everything that's been learned about business, brand, and user needs.  All of the research and analysis combined with what's been learned through prototyping leads to a vision, a set of recommendations plotted over time.  A version of the prototype can be updated to help visualize what the this is and a plan is laid out for how to get there.

All of this can be done in probably less time than you think.  And the next step is for a more detailed design process to take place.  Probably an iterative process that aligns  with the roadmap.  But the most important thing to think about as a "Web Strategist" is, can you go beyond analysis in how you develop your strategies for a digital world?

Tip of the hat to fellow CMer David Stallsmith for contributing to some of these thoughts.  You'll find related reading and visual thinking in the Experience Map which also influenced this approach.

Monday, November 05, 2007

Composing for Experience

Bob Jacobson is back and just posted a—well, I'm not sure what to call it yet as I am still digesting.  But if you interested in Experience Design and why people crave positive, meaningful experiences—you should read it.  Bob describes his notion of "Composing for Experience" which takes me back to Dan Pink's description of Symphony.  Actually, composition and symphony do make interesting metaphors and may help explain the mystery behind the lack of a comprehensive and universal definition of Experience Design.  It may be in fact, a truly intuitive discipline—and intuition is difficult to put an elevator speech around.  Interesting stuff and certainly food for thought.  Go give it a read.

"Composition means gathering elements of meaning and emotion from the environment, the audience, and in one’s self, applying what one knows and feels about experience, and then expressing not so much a solution as a creation. the process of composing has rules by which it’s conducted, but the actual composition of a work – including an environment that provokes desired experiences – remains a personal feat and something of a mystery."

"The natural next step will be for designers of experience to integrate and apply the methods of scoring and wayshowing concurrently, Thus creating places, not only in the physical world but also in the virtual worlds of knowledge and understanding, that reveal themselves in the same way that a musical composition is heard. this is composing for experience."

~Bob Jacobson

Wednesday, October 17, 2007

Michael Dila on Overlaps, Chameleons + Design Thinking

Michael Dila is the founder of Torch as well as being a primary organizer of Overlap annual gatherings. We had the pleasure of spending some time with him this morning in our Toronto office and discuss a wide range of topics from design thinking to being a Karma Chameleon within your organization.  Yes, there was a Boy George slide.  Video is a bit choppy as our internet connection wasn't too hot—but it's worth watching.

Friday, September 28, 2007

When Presentation Eclipses Story

Presentation
Is it possible for design to be too good?  At last weeks Design Research conference, Tania Aldous of Whirlpool gave a stunning presentation called " Winning the Hearts and Minds of Consumers".  I cannot overstate how visually magnificent her presentation was.  I felt like a novice as I sat there drooling over the amazing graphics and motion design.  The presentation was a non-stop visual dream come true.  The entire thing was professionally crafted—impeccable and brilliant.  The display of information was tasteful and well executed.  I'm not exaggerating—it was that good.

Only one problem.  I can't remember what the heck her presentation was about.

I don't mean this in a snarky way at all.  Tania was very articulate and gave good voiceover to her "slides".  I was so darn distracted and engrossed by the effectiveness of her visual presentation that it was hard for me to focus on what she was saying.  I am not alone—the designer next to me was also enthralled and I think somewhat distracted.  We kept chatting back and forth on how the presentation was done. What software did they use?  Was it professionally designed?  It had to be.  There was no other explanation. 

So it got me thinking.  Can a presentation be so well designed that it actually detracts from the story?  I'm really wrestling with this one.  I couldn't find one thing wrong with that presentation.  It was absolutely smart, attractive and effectively communicated information in an elegant fashion.  Maybe that was the problem.  The presentation layer was perfect.  Too perfect.  There were no signs of imperfection.  Nothing that said  "a human being touched this".

I'm going to have to think about this one some more.  It's really messing with my head.

Thursday, September 27, 2007

What I Learned In Design School

Pratt

Yesterday I was part of a communications exercise where we had to tell a story.  I told the story of how a single conversation with my Mom in the middle of the night made it possible me to attend design school (Pratt).  In short, I stated that had that conversation never happened—I wouldn't have been in that meeting room sharing my story to them.  Which made me think of this post as well as the power of a single conversation.  So here it as again—and thank you Mom for helping me pursue my dreams.

Originally posted on 9/25/2006

For every Ying, there needs to be a Yang.  A while back, Design Observer re-printed, “The Top 10 Things They Never Taught Me in Design School.” by New York-based architect Michael McDonough.  It’s a great read and all too true—sadly schools of any type don’t often prepare us for the real world.  But what about the things we DO learn in D-school (Design School)?  How are we influenced during this pivotal moment in our lives?  And does it carry over into life after D-school?  What about values that are instilled in our developing hearts and minds?

I was fortunate enough to attend Pratt for the better part of three and a half years. I received a very unique education which consisted of pioneering the usage of computers in design, cooking fillet mignon in the classroom, welding in workshops, and even posing in the buff for a figure drawing class (I'll explain in face your fears).  I learned a great deal about urban living in the middle of some pretty rough neighborhoods (got mugged at gunpoint in my second week).  But I also learned how privileged I was to be able to receive this kind of education in one of the greatest cities on the planet.

What I learned in D-school has served me well to this very day. Here are a few highlights.  All of the images included in this post were created during my time at Pratt.

What I Learned in D-school:

Work really hard.
Lenin
Pratt’s Mantra was “Be true to your work, and your work will be true to you”.  This phrase has been branded deep inside my soul.  And we lived it daily at Pratt—the proof was in the amount of lights on during the night.  Everyone stayed up late working on projects because we believed in what we were doing.  Same goes for me today.  If I believe in the work, there is nothing I won’t do to see it through.

Compete.
Horses

When we pinned up our projects in front of each other in the classrooms—make no mistake, we were competing.  We were competing against each other because there was mutual respect for our fellow students.  We sharpened each other’s skills this way.  If we were going to put something up on that wall, in front of our professors and each other—it had better  be good.  If it wasn’t, or at least didn’t have the potential to be—we had let ourselves down.

Take criticism.
Magnetic
Having your work up on the wall, in front of your peers taught me how to take criticism.  Yes, my work was shredded to pieces by professors who studied under the likes of Milton Glaser.  Sometimes I took a beating.  But I always dusted off and picked myself up.  I learned early on how to take criticism and use it to make a better product.  D-school taught me how to listen and value the opinions of others and become better for it.

See things differently.
Print
My visual communications professors constantly challenged us to look at things differently.  To never be satisfied with our first ideas—they were merely stepping stones to something better.  When I facilitate ideation sessions, I remember these lessons.  The first ideas can sometimes be really good—but the more ideas build upon each other, the better the chances of ending up with something wonderful.

Embrace new experiences.
Bcat

I learned how to use computers early on when much of the design world was cutting and pasting away.  If I wanted to do something like create an animation—it might mean learning a new program, doing things like creating 3-D models.  I didn’t know any of this stuff before coming to Pratt, but I left there with a "learn by doing attitude" which enables me to put myself in the shoes of users—do what they do, and a desire to experience things for myself.

Face your fears.
Anxiety
A group of students who wanted to get better at figure drawing agreed to meet one a week after class to continue drawing.  There was only one problem.  We didn’t have models.  So we modeled for each other.  I really didn’t want to get up in front of my fellow students with nothing but my bare assets—however I did want to learn how to draw better.   So I got up on that platform—in full view of my classmates. But once I did it, I felt a sense of accomplishment in staring down my fears—and to this day, it takes a lot to rattle me.  After all, once you do something like that—even the most demanding work experience seems tame in comparison.

Build something.

Mask
The mask I designed here was created in one evening.  But before I started working on it, I had to show a sketch to my professor.  The initial sketch didn’t do the actual mask justice—my professor wasn’t very impressed at the idea until he saw the execution.  This taught me the value of executing ideas rapidly.  Sometimes people need to see, touch and feel to believe.

Have Fun.
Choke
Having fun is probably THE most important thing I learned in D-school.  One of my projects was to design a better “choking victim poster”.  So I thought, why can’t a poster about choking be fun?  And with a little inspiration from Keith Haring, I did just that.  Work doesn’t have to feel like work—I had a lot of fun at Pratt staying up all night working on projects. My roommates and I would wake each other up in the middle of the night if one of us was working, just to get feedback.  We had fun with our work and with each other. We didn’t take ourselves too seriously.  All things that should ring true in our serious corporate settings (but don't always).

I guess that’s about it.  And if you think about it, you really don't need to go to Design School for any of this—but for me, it did the trick.  And the funny thing is that if you look at this collection of thoughts and images, you see very little which directly corresponds in a literal fashion with my actual practice in digital experience design (at least not how it’s practiced today).  There are no flows, sitemaps or personas.  These are skills I had to learn on the job. Marketing, user-centered design, copywriting—these were all developed through real work experience in the field.  However I still tap into the core values I leaned at D-school.  Maybe what it comes down to was being influenced.  But as we know, a little influence goes a long way.

Tuesday, September 18, 2007

Navigators, Explorers, and Engaged Participants

Navigator

Originally posted on 8.22.06

Over the weekend I had three different kinds of interactive experiences.  In each of them, I acted like three different kinds of people (more accurately mindsets). 

A Navigator.  An Explorer.  And an Engaged Participant.  Before I get into how I define these along with examples, allow me to make a few analogies:

Getting to the destination: Have you ever hopped in your car for your weekend getaway and all you cared about was getting there? You couldn’t care less about the scenery you passed on the way to the destination.  All you want to do is get to that beach house, cabin, or whatever so your weekend can begin.  Once you get behind the wheel—it’s all about navigating the path of least resistance.

Taking in the journey: Now suppose that you are on a different kind of trip where you’ve decided to take the side roads and make a few stops along the way.  You’re curious about the area you are traveling in and want to explore what it has to offer.  You still want to get to your destination, but the direct path doesn’t appeal to you as much as the more interesting nooks and crannies that you take in on the “scenic route”.

Stopping by for a spell:
So let’s say that time isn’t an issue at all, and you really don’t have a pre-determined destination.  Let’s say you buy a train ticket to a location you’ve never visited and you spend the day there,  You visit with the local people, get to know a few of them by the end of the day, and even take some pictures back with you to share with a few friends.

So back to my three distinct interactive experiences that I had over the weekend.  While doing my online banking, I realized I was being a Navigator. I knew exactly where I wanted to go and what I wanted to do and I quickly plotted my course to arrive at my destination (getting my bills paid).

Rpa But then, I turned into an Explorer while going through the RPA site. The site has this really interesting way of “navigating” through it that allows you to move through 3 dimensional space.  There was also a more straight forward navigation bar at the top—but I choose to use my arrow keys to explore the space.  I didn’t care as much about getting to point B as much as I did they way I got there.

And lastly, I acted like an Engaged Participant while playing Verizon’s Beatbox Mixer which I came across on 3 Minds. Since it was Saturday night and I had all the free time in the world—I killed some of that time by playing with the very cool mixer.  I was delighted by the sounds and how I could manipulate and mix the vocals from each artist.  And when I was done, I shared what I had done with some people that I knew would appreciate it.

So that’s my story.  Sometimes we are Navigators.  Sometimes we are Explorers.  And other times, Engaged Participants.  And sometimes we’re all three of these and more.  Food for thought as we think about how we incorporate digital and non-digital experiences in our everyday lives.

Monday, August 20, 2007

Design Session 01

Not everyone agrees on what design actually is--but we all know "moxie" when we see it.  That's what Stanford grad student David Ngo and his partners in crime have.  Moxie.  David's video titled "Design Session 01" is both a little silly and actually quite informative, especially as you get toward the middle and the end.  Why is David and his merry band of design students attempting to define design?  Because despite design's rise in popularity and pervasiveness--it's still misunderstood or misrepresented, and the word design itself will forever carry baggage with it.  Not to worry--the words "marketing" or "brand" also carry baggage--it's just how things are.

But as you get past the first minute of David's video, where he holds up individuals like Philippe Stark and Karim Rashid as examples of what the general public thinks of design, you have to wonder if design has become a victim of it's own success.  Think Target, which has helped bring design into the mainstream.  Everyday objects have been made both desirable and are obtainable.  Design has become accessible.  But the designers behind the designs, like Stark still have reputations as eccentric prima donna's.  One step forward--two back?

Maybe, and maybe not.  I like shopping at Target, but I like what David is doing here even more.  It's not easy putting thoughts like this into a video format.  The production quality isn't the best and David and friends aren't professional actors.  But that's part of the appeal--it's a genuine effort and they had fun. You'll probably learn a thing or two watching the video.  And that's not by accident--it's by design.

Friday, August 10, 2007

Switching Brain to Vacation Mode

Rest
I'm making my summer pilgrimage to my hometown (Long Island, NY)—where me and the family will hopefully take in some beach time, bond with the grandparents and meet up with some childhood friends.  For those of you have been following this blog for a while—you know that I don't promise to either stop writing or continue, but every once in a while an "offbeat" vacation post will show up.  No promises either way—I've always approached the content here from a "post as inspired" perspective.

Couple of things.  I've made it easier to subscribe to Logic + Emotion in a way that best works for you.  In addition to e-mail and the regular ways of getting the feed—I've added two buttons that make bookmarking and adding feeds really simple (talk about content distribution).  And the bookmark feature has a mouse-over option which supports spaces like Digg, Stumbleupon Etc.  The options (shown below) can be found on the left column of the blog.

Subscribe
Lastly, just for the heck of it.  Below are a handful of my favorite visuals.  Enjoy.

Agency_ecosystem2

12_values

Agile




Ripples2

Visit

Pr_cycle
Viz_bl

Conversation
Connected
Mind

Geek2_0

Experience_map

D_grad_2
Xd

Hammer

Twitter

Consumer
Compassionate_2
Dna

House

Human

Silos

Tipping

Id_101_b

Persona_ecosystem_2

Sunday, August 05, 2007

Are You a Synthesizer?

Synthesizor

(click above for larger image)

So let’s say you are a planner.  You’re probably looking up at the visual and thinking to yourself—"yup, I do a lot of that”.  Or maybe you’re a designer (or design strategist) and you might be thinking the same thing.  Or you could be a business analyst or brand strategist and think “yeah, I do that”.  Maybe you are an interaction designer, writer, information architect or creative director and feeling the same way.  Maybe you aren’t any of these. 

Could it be that you are a human “synthesizer”?

I believe that the more options technology gives us—the more complexity, and potential—then the more important it becomes to hone in that core set of "truths" AND be able to articulate them to a diverse set of project influencers.  The reality is that while many of us think we have this ability—few probably do it really well.  But you know it when you see it, they are the ones who are able to cut right through the distractions—to the essence of the problem.  But they don’t stop there, they are able to tell stories which move people to a point consensus or action—or just move them period.  Synthesizers help take the inputs, distill them into something meaningful and articulate and output them in compelling, meaningful ways.

I believe that these soft skills are needed now more than ever because design, technology, business, brand and human needs have never been so intertwined before—so co-dependent.  Like good designers and planners, synthesizers possess a healthy dose of empathy.  But they can also look at things from a business perspective.  Good synthesizers can be analytical—but operate enough on intuition to not over analyze.  I wouldn’t be surprised if synthesizers tend to be fuzzy, T-shaped, or generalists—they would need to be able to go deep in certain areas, but also look at things holistically.

But one of the most important traits of a synthesizer is the ability to produce a set of “outputs” which moves insights from the abstract to the concrete.  To put this in perspective, a good synthesizer crystallizes the problem which needs solving for—so the solution process can begin in an informed fashion vs. a more arbitrary approach.  This is where competencies in design thinking, and storytelling become critical.

Synthesizer does not = job title.

Let’s be clear.  Being a synthesizer doesn’t require you to trade in your job title.  But, here’s the question I would pose.  Does your organization see the need for this kind of skillset?  Not only do I think it’s needed, but I think it may come not only from one person, but a group of people with complimentary strengths.  And often times this kind of thinking can emerge from outside the areas where you would think they should reside.

If you think your organization can benefit from more synthesis—here are some ideas of what you can do to help foster more of it:

1. Identify who is doing it, where and if it’s working (regardless of title or dept)
2. Develop case studies and document how synthesis impacted the actual solution
3. Figure out how your environment can be tweaked/adjusted to support more of it

Research without synthesis usually ends up being raw data—which is important, but data alone has never led to effective solutions, great work or innovation.

Friday, July 27, 2007

Custo-consum-user-people

Person

Here we go again.  Can't we just call people PEOPLE?  This time it's Josh Bernoff of Forrester.  He says:

"When I started in the business twenty-mumble years ago, writing software manuals, people who used software were unusual (and had to be masochists). We spent a lot of time talking about users. The word user was helpful -- it helped us to keep in mind that there was a poor slob on the other end of what we were building.

Those times are long gone. We know users are important now. Disappoint them and you lose. So why do we still have to call them "users," which puts the emphasis on the technology they are using?

Yes, I know "users are people, too." But you know what? All people are users now! (With nearly 80% Net penetration in the US this is pretty close to true.) Users put up with computers. People just do stuff.

Nobody talks about users of dishwashers, or users of retail stores, or users of telephones. So why are we talking about "users" of computers, browsers, and software?"

I'm all for "humanizing the experience"—but guess what?  Sometimes labels help us to design better solutions, products and experiences for the PEOPLE who we serve who USE the stuff we develop for them.  USERS.  Some related thoughts below:

Originally posted on July 2006
When is a person more than just a person?  If you want to design for people, don’t be afraid to “label” them.  When used correctly, labels clarify and add context.  They tell us what is important and what takes priority.  An individual balancing their checkbook online is USING technology to complete a task—so they can do other things that are important (like putting the kids to bed).  Someone listening to a podcast is part of an AUDIENCE consisting of likeminded people who share a common interest. 

A person who decides to create their own online Ad after seeing what others have done is an active PARTICIPANT.  Someone who engages in the social media network is part of a larger COMMUNITY.  People who spend their money online or in the real world are CUSTOMERS.  And when we partake in an economy where goods and services are bought, sold and exchanged then we become CONSUMERS—in addition to PEOPLE.

Labels help.  Labels help us remember what’s important.  Designing an interface that is useful and usable makes for a happy user.  Happy users make happy people.  And happy people tell good stories about your brand to others.

Monday, July 23, 2007

Names in User Experience You Should Know

Ui_poll_2
(Click for larger image)
Download print ready format (PDF)

Conventional wisdom teaches us that just because we can do something, doesn't mean we should.  And it's true—and wise.  But it's also conventional. 

When E-consultancy recently came up with the following list of top user experience professionals as ranked by general awareness and reputation, I thought it was odd to see someone like Seth Godin on that list:

1) Jakob Nielsen
2) Steve Krug
3) Jared Spool
4) Donald Norman
5) Jeffrey Veen
6) Jesse James Garrett
7) Louis Rosenfeld
8) Jenifer Tidwell
9) Seth Godin
10) Eisenberg brothers

So I wondered what it would look like if I created my own poll?  Just because I could do it, I guess.  And what if I put some less recognizable names on the list?  What does the next generation look like?  The results were pretty interesting.  Jesse James Garret , Jared Spool and Donald Norman came in at the top 3 on "my" list. vs. Jakob Nielsen, Steve Krug and Jared again (nice to see Jared on both lists in the top 3).  And as for the "up-and-coming" list, Luke Wroblewski, Dan Saffer and Dan Brown came in at the top 3 spots.

A big miss on my part was not including a heavyweight such as Alan Cooper in the "established" list, but it was too late to modify the lists (though it should be noted that his name came up several times in the "other" category).   I don't think this exercise proves much other than that we now have alternative choices for this type of thing as delivered via social media.  For every e-consultancy type listing, we get to present another viewpoint—a different perspective.  It's worth noting that the Poll was limited to 138 participants, but you should not underestimate what this means.  I'm fortunate enough to have a very "plugged in" audience here—practitioners in the field who know what they are talking about.  So while the poll isn't exceptionally quantitative, you have to think about the qualitative aspect.

Lastly, I thought it would be interesting to see the "established" and "up and coming" names in contrast.  Though folks like Leisa and Stephen P. Anderson didn't make it in the "top 3"—I am convinced that folks like these are rising stars and we will see/hear more from them in the future.

So don't take any of this too seriously—if your name isn't on either list, it doesn't really mean a heck of a lot.  There are plenty of practitioners quietly innovating in the field, doing the day-to-day heavy lifting.  Many of the names here represent individuals who are sharing knowledge in addition to practicing—or in some cases, they are just plain visible.  If nothing else, the "extended" lists are a bit more interesting in comparison to the e-consultancy version.  At least I think they are.

Tuesday, July 17, 2007

Top Names in User Experience?

Update:
Per comments I've added Kathy Sierra in the "established" list and Dan Brown in "up and coming".

E-consultancy recently came up with a list of top user experience professionals as ranked by general awareness and reputation.  Interesting to see that Seth Godin came up on the list as well—though I feel he's more in the marketing camp in comparison to the others.  The names are:

1) Jakob Nielsen
2) Steve Krug
3) Jared Spool
4) Donald Norman
5) Jeffrey Veen
6) Jesse James Garrett
7) Louis Rosenfeld
8) Jenifer Tidwell
9) Seth Godin
10) Eisenberg brothers

So let's have a little fun.  I've re-created the list and swapped out Seth and the Eisenberg brothers (an editorial modification).  I also added a second list with some names that aren't as recognizable, but are making an impact in the profession (including yours truly—hey, it's my blog ;).  In the "democratized" Web—how do you see it?  Voting on the ones you feel strongly about will probably move them up on the list.  Not selecting will have the opposite effect.  You can also add names manually if you don't see someone who you think should be on the list.  I'll give this some time and post the results when activity dies down.

I don't know where this will go—but what the heck?
Feed readers can vote here and here.

Monday, July 16, 2007

Introducing the myPhone

My_phone_3

Every time I pick up an iPhone, I am delighted and disappointed in the same breath.  Apple has completely nailed the UI, and the industrial design of a new breed of "smart phone".  The iPhone is so intuitive—so pleasurable, it's addictive.  But I can't get over the fact that a design like this can't support a tactile, usable keyboard.  So—I've mocked up something in the hopes that one day—someone will figure out how to combine the amazing experience Apple has delivered, with a totally usable keyboard that doesn't take up 3/4 of your screen when using it in the horizontal format.

Enter the "myPhone".  Imagine taking the best slider design out there, like Nokia's N95, then adding a responsive trackball similar to the Blackberry Pearl.  Yes, you would add some thickness to the iPhone design.  This may turn off some Apple die hards who place a premium on the simplicity and elegance of Apple's designs.  But I have to believe that someone out there—someone can provide a UI experience similar to what Apple has achieved without sacrificing the ability to enjoy tapping out lots of copy on a responsive QWERTY.  And what about copy and paste?  Currently the iPhone doesn't support this.

I may be dreaming, but a design like this could really enhance the mobile Web experience.  More input.  More interaction.  All of the touch screen magic would still be there.  All of the accents such as the chrome.  The trackball could allow for one hand operation—I know this because I do it on my Sideckick all the time.  Actually, if I had something like this in my hands, I might use both my thumbs and index fingers at the same time.

I don't know.  Many feel that Apple's design is perfect.  For me it's close. But I can't get over the typing experience.  It's just not good when you compare it to much larger, tactile QWERTY's.  There has to be a way to make this work.  Are we ready to go to all touch screen even when it doesn't feel right?  Am I the only one who feels this way?

This isn't a criticism of the iPhone.  It's a brilliant piece of art and technology and extremely well designed.  I may cave in and get one—I don't know how much longer I can hold out.  But innovation sometimes happens when a need goes unmet.  So far no one has nailed the mobile experience for me.  I can't believe that I would be alone in this.  The "myPhone" pictured above would also be able to take video, and allow you to edit certain documents.  Imagine putting that little keyboard to use on a word doc or presentation when you are on the go.  And imagine how good the mobile blogging experience would be.

Last week, Karl Long who works for Nokia  conducted a virtual brainstorm for the perfect social media phone.  I added my 2 cents and honestly, the iPhone is pretty close with the exception of a tactile keyboard, video and a higher resolution camera.  So if there is a mobile company out there who has something like this on the drawing board, please count me in as a beta tester.  If you can figure out how to make the slider design thin and responsive, and duplicate Apple's multi touch UI—you might just be able to give Apple a run for their money...

Or I could just be smoking something.  Want some?

Monday, July 09, 2007

The Fuzzy Tail

Tomorrow I'm off to Toronto to attend "Summer Event".  Every year, Critical Mass holds a 2 day "festival" complete with creative exercises, music and lots of beer.  I am going to be part of the "speaker series"—so I had to come up with something to talk about.

I guess I could have blathered on about "2.0" stuff.  Social Networks this and community that...  I could have dazzled the audience with my knowledge of the newest lingo like Pounce, Ziggs and of course BouGie.

What I opted to do instead is talk about something much more subtle.  The changes that we are all feeling in the workplace and within our industries which are requiring us to think and work slightly differently.   We can no longer afford to over-analyze our challenges.  We must try to get things launched—learn from these experiences and refine.  We must define ourselves and what we do more broadly while retaining the potency of our our crafts.  It's about going from left brain to right brain and ending up on "light brain".  We must become "fuzzy".

Being fuzzy as I outline in the deck is about unlearning everything we think we know—so we can actually learn and adapt.  It's about less focus on rigid tasks and job descriptions and more focus on bringing our efforts together in the overlaps—where our skills compliment each other.  It's about being more nimble and adopting "fuzzy" processes to compliment our tried and true methods that have served us well in the past.

The Fuzzy Tail is my way of saying "we won't become the blacksmiths of our time".  It's about pushing past the commodity—the end product or service which can be outsourced.  It's about putting aside egos, getting out of silos and mixing it up with each other—I mean really mixing it up.  Planners who think like designers—designers who obsess about business—information architects who write—writers who act like strategists—project managers who can direct creative and creative directors who are willing to let them.  People who are willing to let others play in their sandbox. 

Fuzzy people.

Well' that's the thinking anyway.  We'll see how it goes over.

Thursday, July 05, 2007

The Design Experience Cycle

A little visual brain food to get your day started off right, compliments of Mike Press.

Tuesday, July 03, 2007

Apple + Nokia

Karl Long, Nokia employee and emerging media pro gave me a heads up regarding a video he just produced along with Paul Whitaker.  What's worth noting is that Karl actually hit the streets and chatted up a few folks about their current phones and what they were trading in for the iPhone etc. Nokia is definitely taking the iPhone threat seriously, but it's pretty cool to see a few folks out there mixing it up at the personal level to try to get a better Karl also discovered that the iPhone doesn't do video:

"One side note that I only discovered after doing this video is the iPhone doesn’t do video at all, which I was really surprised about. When Paul was editing he put his Nokia fan boy bumper that said “you can watch this on an iPhone but you couldn’t make it” and I actually argued with him on that point, I thought video was assumed."

I give a lot of credit to Karl for going out there and using a Nokia phone to document the power of Apple.  When the competition heats up—you should absolutely get out there to see what's going on.  And in this case, Karl and team hit the pavement to see first hand.

Speaking of Nokia—I absolutely love this slideshow they produced.  I don't own a Nokia phone.  If anyone out there does, do you feel the sideshow is consistent with your experience with Nokia?

Friday, June 29, 2007

Thought of the Day

"Design is so popular today mostly because business sees design as connecting it to the consumer populace in a deep, fundamental and honest way. An honest way. If you are in the myth-making business, you don’t need design. You need a great ad agency. But if you are in the authenticity and integrity business then you have to think design. If you are in the co-creation business today—and you’d better be in this age of social networking—then you have to think of design."
~Bruce Nussbaum, BusinessWeek 

Thursday, June 28, 2007

Evolving Experience + Storytelling in Advertising

Exp_people

Dove's "Evolution" and "Nike +" came out as two of the big winners from the Cannes Advertising Festival.  Here's what you need to know.  One of these is a compelling story.  The other is a compelling experience (or brand application).  Both leverage digital technologies to bring the consumer closer to the brand.  But I'm biased.  While I think the Dove video was a wonderful short film—brilliant in fact, I feel that pursuing this model exclusively will hinder the growth of traditional Ad agencies.  Take a look at this comment from Burt Helm of BusinessWeek's brand blog:

"The film prize has, until now, been the domain of 30 and 60-second spots. No more! This will only further spur the flow of hot creative talent to the Interactive department. As one veteran exec recently told me, "we're seeing a race to Berlin online." Creatives from both the digital specialist agencies as well as the traditional side see the web as the prime place to change the ad game. Now they can win just as much prestige online as anywhere else, too."

While the Web turning into prime time may be an accurate prediction—the rush to create a model around viral videos may be short sighted.  You see, video distributed via online media channels aren't interactive.  There's nothing interactive about it with the exception of clicking a virtual button to play it.  In fact, the only re-tooling a traditional Ad agency needs to do to fulfill this model is to tell really good stories which people will distribute.  They'll have to do better than the typical 30 second spot, because videos that tend to go viral are usually emotionally charged in some way.  They aren't watered down.  There's also a danger to seeking "prestige" via video—a video can go viral and do nothing for the brand but everything for the agency who produced it.  Dove does not fit this model—but others may.  Tea Partay was cute, but honestly, I forgot what brand/product it was promoting in the first place.

So agencies who go after the holy grail of viral videos, just need to make sure they staff really good storytellers.  But many traditional Ad agencies already have good storytellers.  They're chock full of graduates from film school who didn't go out to Hollywood for one reason or another.  The "race to Berlin" as described in Helm's post is a race that the Ad agencies know how to run.  They just need to run longer than 30 seconds.

But let's challenge my natural bias toward experiences over video spots.  Digital firms who create user experiences don't always have the best storytellers working for them.  Even if they've figured out how to design useful and usable digital applications which go beyond the Web, they sometimes lack the ability to tell a story that's as powerful as something like Dove's Evolution.

So what's an agency to do?

The reality is that we don't have to do anything.  Firms who know how to tell stories can adapt and tell these stories where the eyeballs are moving (Web, mobile, etc).  Firms who have designed and built good user experiences can continue to do this both on the web and in other places.  But imagine the opportunity for the company, brand, or agency who cracks the experience+storyteller code.  Maybe it's comes from one source—or maybe it's orchestrated through the joint efforts of internal and external resources (including consumers).  Doesn't matter—as long as both storytelling+experience are there.

Or another way to look at this is if Dove had come up with a "brand application" as cool and useful as Nike's—or if Nike had produced a short film as compelling as Dove's.  Wow—that would have shown some real evolution within the industry.

Tuesday, June 26, 2007

Total Design

Adam Greenfield recently penned an insightful writeup on thoughts around experience design, customer service, and the notion of control.  If any of these topics are of interest—I would recommend reading the whole thing.

Note: this post was edited on 9/9/07 to respect the wishes of the author it links to.  Click on the above link to read the associated post originally written on the Speedbird blog.
 

Friday, June 22, 2007

Agency Ecosystems

Agency_ecosystem2

It started as a Venn diagram—then I took a step back.  Last week I attended a meeting with the leadership team at CM, and as each member of the team got up and talked about the things they were responsible for, I started to think about how experience design fits into the bigger picture within the agency setting.

Of course it has to intersect and overlap with insights, research and planning.  It also needs to be carried through to execution—the final experience, whatever that is.  But that's where I left the Venn approach behind.  Who knows? Maybe Dad's advice about "digging deeper" stuck with me.

So I thought about more intersection and overlap with things like development (front and back end) and media of course which is where it all gets served up—even if it's social.  And a "clover" was formed.

A clover cannot sustain itself. 

It needs to be fed, fueled.  It needs to be connected to something.  Technology is the stem.  The thought of technology isn't sexy.  Neither is a stem.  But—it's essential—it's the lifeline.  Agencies everywhere are grappling with how technology has influenced rocked their worlds, especially in the past 5 years.

But what is technology without something to ground it.  All of it—the clover, the stem—it all needs to be deeply rooted in things that will make it flourish.  Business, Brand, and User needs.  Nothing new here—but how often are we really successful in building from this foundation?  How often are our strategies and executions rooted in these objectives vs. being self-serving?

Each part is co-dependent.  Each part serves a vital function.  Take out one piece and the organism will either struggle on—incomplete or wither away and eventually die.

So, thinking holistically (and visually) this helps me understand the role of experience design in the broader agency.  It needs to play it's part—a clover that helps feed the organization which in turn serves and guides clients.  One that is co-dependent on many other things.  But at that intersection—where insights, design, development, media, and technology meet—that is where ideas come to life.  That is where pollination starts.  And maybe new life cycles begin.

Tuesday, June 19, 2007

Community Upside Down

Ia_upside_2

Is there a downside to strong communities?  Would you believe the answer is yes? 

Before you unsubscribe to this blog, please hear me out.  Community is a positive force for all humankind.  It existed before things like marketing, design and brands ever did.  We need community.  Without it—we would wither away and die.  But strong communities can also have a negative side effect.  Sometimes we're all guilty of clinging to our communities—rarely leaving them for "outside world" perspectives and viewpoints.  We can become inwardly focused and exclusive as opposed to inclusive.  We're all vulnerable to this, including yours truly.

So I've been thinking about Information Architects—a discipline that boasts one of the most vibrant communities around.  Boxes and Arrows recently featured a thought provoking write up about the discipline, which challenged Information Architects to examine themselves and the external perception of the field.  At first, I cheered—I thought "somebody within the IA community actually had the guts to say this".  But the more I thought about it—the more empathetic I became to the practitioners.  I eventually realized that we're all going through similar experiences which call for self examination—most of our professions seem to be evolving these days.  Things are changing so rapidly within the industry that looking to our communities for support makes perfect sense.

Here's the bit that stood out for me in the piece:

  • IAs are history. They used to be cool, but they got caught on a few irrelevant issues, and have lost their chance to gain and hold a central position in today’s information environment.
  • IAs are insular. They are unfamiliar with, and indifferent to, things going on outside the world of wireframes, facet analysis and web analytics.
  • IAs are shallow. They may be flashy and indeed intelligent, but they don’t think deeply about things, and they have failed to reach the subterranean profundity that other fields have attained.

For the full context you'll have to read the entire post.  But I'd like to take a page from Roger von Oech's book and turn this particular excerpt upside down for a moment.  What if the statement read something like this:

  • IAs have substance. They may be intelligent and thoughtful, but they really know how reach deep levels of insight that other fields would love to emulate.

  • IAs are inclusive. They are keenly curious about things going on outside of their immediate discipline and make efforts to include others into their practice.

  • IAs are the future. The future is digital and deeply rooted useful and usable.  IA's get this in spades and are well positioned to influence other disciplines in the pursuit of creating meaningful experiences that deliver value.

Now that makes me look at the discipline in a whole different way.  In fact, if you take a look at "ia" upside down, you'll see an exclamation point—could there be something to get excited about in all of this?  An opportunity?  Maybe communities don't have a downside—but rather an upside downside.  And it also makes me realize that strong communities are more important than ever.  After all, an unexamined community is not worth being a part of.

Thursday, June 14, 2007

Connecting the Dots

Viz_bl

Came across a blog recently titled Everything is Design.  What I liked about it right off the bat was that it consolidated some fantastic links related to design/user experience etc.  This is value.  Valuable to me because it's all in one place and saves me time and effort.

I'll eventually be adding many of these to my blogroll.  And I think this supports the theory of "community clusters" which I use in my visual above.  Blogs are connectors—they have the ability to connect communities of both similar and different interests.  Sometimes the communities are closely linked as is the case here—and sometimes the communities are vastly diverse in content and perspective.  Back to "community clusters" imagine if we erased the lines in this visual which connect them?  How boring would that be?

Now for the links:

Wednesday, June 06, 2007

Lessons From Experience

Experience_map
(click for larger image)

Somehow I missed the one year anniversary of my Experience Map.  Why is this even worth celebrating?  The Experience Map was only my second visual posted to this site (here is my first).  The story behind the map is pretty simple.  I was working closely with a traditional account planner at the time.  A really nice guy.  But we came from different worlds.  My background was primarily  interactive, combining lots of site work and some interactive marketing initiatives.  His background was from a big traditional agency—lots of experience working on Ads of all kinds.  We spoke different professional languages—so in an effort to bridge some of the gaps, I put my thinking into a visual format which I then called the Experience Map here.

Did it work?  Well sort of.  If definitely made the thinking more concrete and generated further discussions between both ourselves and our group.  I used this in addition to work samples that were in progress to illustrate ideas.  But then we both got busy and moved on to other work.

But that's not the end of the story.  The real story began when I uploaded it here.  You see, this site went pretty much unnoticed before the Experience Map came to town.  Before this, I was pointing to things I thought were cool, and talking about general stuff related to my field.  But uploading this image started a ripple effect which to this day hasn't stopped.  And it's changed how I view my profession.  Here are a few lessons from the Experience Map:

1. Social Media is a Free Marketplace of Ideas
If you put something out in the social media space which has a high level of perceived value—it's likely it will be distributed.   The Experience Map was picked up on several key sites and downloaded hundreds of times.  It didn't matter that I was a "nobody". The only thing that mattered was the content.  Create something of value—and it will be distributed.  Create something of no value—and you'll be talking to yourself.

2. Google Can Help You Own Your Ideas
If you work in search engine optimization and you haven't investigated how text-rich blogs, wiki's etc. can influence major search engines like Google, then you need to take your head out of the sand.  Type "Experience Map" in Google and my original post will come up as #1 in the search results.  This was a valuable lesson for me—maybe it's a new way of coining phrases and putting digital fingerprints to an idea.  The more popular a blog or site—the higher the placement in organic search.

3. Giving = Getting
On the link of the original post you can download a full sized version of the PDF.  This means that theoretically, someone could download the PDF, print it out and hang it on their wall.  If someone passing by asked where they got it from—they could be dishonest.  Maybe this even happened.  I don't know.  But what I do know is that by giving something away—I got something back.  What I got back was links, feedback, name recognition and even some new relationships.  Some call this social currency.  I didn't know what that was before my lesson with the Experience Map.  But once I understood the value of this currency and the influence that comes with it—I felt my eyes had been opened.  In fact, it was this visual that helped me find my voice and personal brand. 

I gave something away.  What I got back was worth so much more.

I could probably go on—but you get the idea.  This is the stuff that the democratization of the internet is made from.  Despite all of the buzzwords it can be boiled down to simple benefits.  Sure you can read about it in books like the Long Tail.  But experiencing it first hand is something else all together.  Ironic that one of my first teachers in this space was both the Experience Map—and experience itself.

Oh—wait.  Before I hit publish can you do me favor?  I literally just got an e-mail from Mat Giordano, who is 24 and fresh out of design school.  Can you check out his blog?  Thanks.

Tuesday, June 05, 2007

London 2012. What Was Chosen.

Olympics

Update: If you are looking for a different perspective on this—check out what Coudal Partners has to say.  It's a very thoughtful piece.  But the more I think about this—the more I wonder if the London design may actually be art.  Art can polarize.  You can love it or hate it, have an appreciation or not.  Art is fickle.  It can spark debate, dialogue and conversation (good art often does).  And personally, I've stood in front of art—where after several hours of pontification I convinced myself that what I was looking at was actually brilliant when initially I thought the opposite.  So, maybe the logo is art.  Should it be?  Without over thinking this—I can confidently say the logo doesn't work for me.  Just a personal opinion.

Oh, and one last thought.  Anything that triggers epileptic seizures should be debated.  :)

---------------------------------------------------

Before you read on—please take a look at these two visuals for at least 15 seconds.

Done?

OK, what do you think?

Here's what I think.  I think we are looking at two examples of Graphic Design.  One example is successful.  The other is not as successful.  Graphic Design falls under the broader category of Visual Communications.  In order for Visual Communications to be successful, it must nail two things:

1. It must be visual
2. It must communicate

This is what the London 2012 site says about their visual identity (shown above)

"The new emblem is dynamic, modern and flexible. It will work with new technology and across traditional and new media networks."

This is what the design firm behind Chicago's 2016 effort put forth:

"The Chicago 2016 logo blends the colors of the five Olympic rings within torch-shaped vista of the city, from serene blue lake to vibrant green landscape to fiery skyline. It also evokes Chicago’s Games concept, to host compact Olympic Games celebrated in the center of the city, along the lakefront and in the city’s parks."

Is this really just a matter of taste?  One could argue that London's logo is appealing to some.  Maybe a younger demographic?  Maybe older—I don't know, you tell me.  But let's take a look at these examples from another perspective:

Which one solves a problem?  In my opinion the Chicago identity tells us two things immediately:

1. Olympics
2. Chicago

And yes—from a personal preference I think it's visually appealing and does capture the vibrancy of Chicago's lakefront through the color.  What's my point in all of this?  My point is that I have a gut feeling something went horribly wrong during London's design process.  Maybe someone thought the identity really did look "dynamic, modern, and flexible". 

The London identity is supposed to read "2012".  I didn't see it.  Did you?  What could have helped the London 2012 committee avoid this?  The committee could have realized they had a problem to solve.  The problem was how to successfully communicate London's enthusiasm and passion for the Olympic spirit.  Maybe they were solving for the wrong problem—or worse yet just following an exercise in style.

The identity fails because it doesn't successfully communicate London, or the Olympic spirit.  It doesn't tell a story.  Instead it focuses on translating "dynamic, modern, and flexible".  Seth says it best:

"Actually, it's just a jaggy picture"

London 2012. What Would You Choose?

London_4  
One of these logos was chosen for London's bid to host the 2012 Olympics.  If you know how this story ends—please don't give it away!  If not—which one would you select?


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