Cooperative brands: The importance of customer information for service brands pdf logo

“Focusing on a critical aspect in the relationship with consumers, Rob Waller and Judy Delin urge designers to create ‘cooperative’ communications – media that are relevant, clear, concise, thruthful, and informative. These attributes strengthen brand and build loyalty. Ignoring them causes confusion and doubt, weakening the connection with customers. Violating them – a ‘final straw’ experience – can end the customer relationship.” (Rob Waller)

Nathan Shedroff: The InfoDesign Interview

“Nathan is one of the pioneers of experience design and popularized the term with the first dedicated book on the topic. He is an expert and leader in the fields of information architecture, interaction design and online and interactive media, with extensive professional experience as an innovator.” (Dirk Knemeyer)

The problems with training (and what to do about it)

“Many famous people became famous for things other than their public speaking ability. Despite this, many famous people are asked to speak at events, and they suck. In the case of most conferences, it’s not famous people, but its experts in some field or domain who do most of the speaking. It follows that many of them, when public speaking is concerned, might also suck.” (Scott Berkun – uiweb) – courtesy of lawrence lee

Wizards and Guides: Principles of Task Flow for Web Applications 2/2

“Although wizards are a common feature of the interface landscape, their rigidity clearly runs counter to one of the basic tenets of user-centered design: providing the user with appropriate control over the interaction. Therefore, like the pointy-hat mystics for whom they’re named, wizards should generally be treated with suspicion and skepticism, and ideally avoided whenever possible.” (Bob BaxleyBoxes and Arrows)

User-Centered Information Retrieval

“To find information, a reader uses either a search engine or the reader browses through metadata. The main difference between search engines and metadata lies in the quality of the links. A search engine offers you a lot of results, yet quite a few of the results refer to unusable information. Metadata cover only a small part of the available information yet the links refer to very useful information.” (Marcel van Mackelenbergh)

The Vision of George Rorick

“Architect of six different news services for print and broadcast graphics, George has spent his career fine-tuning the craft of visual reporting, discovering talented people and starting business from scratch. Oh … and he invented the USA Today weather map. Find out what makes him tick and what he’s done for the field of visual journalism.” (Poynter online) – courtesy of interactive narratives