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“When people in an organisation have different interpretations of what really matters to customers, the customer experience falls apart. The difficulty is to align business units and individuals to do the right things – and do them consistently. Strong principles are a powerful way to unite teams to deliver better customer experiences.”
(Anne Meijer and John Holager ~ live|work)
“(…) by embracing large screens, designers have the opportunity to work within a larger fold, presenting the user with more content simultaneously, lessen scrolling on longer pages, and create a richer, more expansive user experience. And by using the same practices we developed to adapt layouts to smaller screens and identifying some common patterns for large screens, we need not necessarily introduce extra cost or time to our projects.”
(Mike Pick a.k.a. @mikepick ~ A List Apart)
“Personas are essential when you are working on a project and don’t know the target audience very well. (…) Creating a model of your target audience may help you and your stakeholders feel significantly more empathy for those people.”
(Barnabas Nagy ~ Boxes and Arrows)
“The touchpoint has been around for a long while, particularly in thinking about brand marketing and service design. But as design disciplines and approaches collide – from customer experience, to service design, to experience design – and we start horse trading terms, methods, and outputs, some of these concepts are given new life. For me, the touchpoint has become a central way to view designing moments across increasingly complex journeys. Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience.”
(Chris Risdon a.k.a. @chrisrisdon ~ Adaptive Path)
“We see this Linnean mentality often deployed all over our information spaces, and its consequences still produce scaffoldings that simply expose internal structures, be those the enterprise’s, the organization’s, or the university’s, with no concern for actual usefulness. The move towards cross-channel experiences is turning this into an even more complex scenario, where the different nature of the channels themselves (staff at a store, a mobile phone, a kiosk, signage) introduces one additional dimension to an already layered problem space.”
(Andreas Resmini a.k.a. @resmini)
“Planes, buildings, automobiles, software. On the surface, one of these things is not like the other. But at a recent talk at the Warm Gun conference in San Francisco, our UX Developer Federico Holgado connected the systems of manufacturing and app development. The rapid iterations and MVPs inherent to software already exist in the assembly of products much bigger and more complex. What Federico points out is that a ship, a building, and a car are merely collections of components. Components are manageable and flexible. So long as the components join together seamlessly in the end, modularizing the pieces translates to flexibility, speed, and paradoxically both independence and collaboration.”
(MailChimp ux a.k.a. @MailChimpUX)
“Design thinking is a slightly murky concept that means different things to different people. At heart, though, it is about fusing the creative and open-ended with the analytical and operational, combining very different ways of thinking and acting. This is, of course, easier in theory than in practice. How do you get children’s book authors and chemical engineers to click into something greater than the sum of the parts — rather than devolve into warring camps? Here are some of the lessons I’ve learned along the way as CEO and rules we all try to adhere to at Lippincott.”
(Rick Wise ~ Fast.CoDesign) ~ courtesy of riander
“UX debt is the quality gap between the experience your digital product delivers now and the improved experience it could offer given the necessary time and resources. Put another way, UX debt measures the number and magnitude of potential product enhancements that would improve the user experience.”
(Andrew Wright a.k.a. @andrewjwright ~ nForm)
“When UX’ers talk, they tend to talk about process, but the ability to deliver an innovative user experience starts before kickoff and lasts after the launch. Repeatable success in UX depends on the right culture. This is particularly important in enterprise scale organizations, with long-lasting relationships.”
(Stephen Turbek a.k.a. @StephenTurbek ~ Boxes and Arrows)
“With the chaos of different screen sizes and a new generation of web browsers, the design paradigms of layout and typography have shifted away from static layouts and system fonts to dynamic layouts and custom web fonts. But screens have not just changed in size but also in pixel density. In other words: maybe we do not just need responsive layouts, we might also need responsive typefaces.”
(Oliver Reichenstein a.k.a. @iA ~ Fronteers 2013)
“A seamless user experience, regardless of channel or device, is one of the 4 requirements for a usable cross-channel experience. Companies and organizations that allow users to switch channels while completing tasks have a competitive advantage.”
“Ask a designer what their toughest challenge is and many will say its being asked by clients to justify a business case, or return on financial investment in design, before anything has been designed.”
(Tom Banks ~ DesignWeek)
“Designing service experiences is a multidisciplinary affair. You need people with business management, psychology, and social sciences experience alongside designers and developers of all flavors. A key skill that trained designers bring is the ability to make ideas tangible in some form, through diagrams, sketches, and prototypes. That takes the business idea out of the spreadsheet, which is a poor vehicle for understanding human experiences, and turns it into something that people can look at and interact with. Then they can make informed decisions about the concepts.”
“Television is evolving. For those aspiring cord-cutters, its transformation may seem too slow, but the change is continuous and continually accelerating. As we approach the design of TV’s future, we remember its past and ask, What’s worth saving?”
(PunchCut) ★
“Around the time when Austrian sociologist, philosopher, and curator Otto Neurath was building his ISOTYPE visual language, which laid the foundation for pictogram-based infographics, another infographic pioneer was doing something even more ambitious: The German polymath Fritz Kahn – amateur astronomer, medical scientist by training, gynecologist by early occupation, artist by inclination, writer, educator and humanist by calling – was developing innovative visual metaphors for understanding science and the human body, seeking to strip scientific ideas of their alienating complexity and engage a popular audience with those essential tenets of how life works.”
“The idea is that each card is a single atomic contextual piece of information; essentially, a suggestion, a prompt, a call to action.”
(Graham Hunter a.k.a. @MarketerGraham)
“UX and CX advocates and practitioners would do well to have a few beers together and explore how they can work to the common purpose of increasing customer uptake, loyalty, and advocacy across the entire ecosystem of their business’ interaction with their target market. And, senior executives need to lead that collaboration, if not mandate it. Their competitive position in the marketplace and future profitability may be at stake.”
(Chris Allen ~ HFI Connect)
“(…) there was an unspoken goal to bring design thinking, gamestorming and traditional UX practices into the executive suite. We wanted to see how it would fare and how the team would react. It was our hope that this would give UX an even stronger foothold at the executive level then it enjoys today. Given the feedback received, the team enjoyed the exercise and saw value in it. Whether we’ll get invited back will be answered in time.”
(Jeff Gothelf a.k.a. @jboogie)
“(…) there is much to be learned from typical patients as well, and observational research might be particularly favored in such cases. Unfortunately, whether you are talking about ePatients or most patients, patients continue to be the most underutilized resource in the badly needed redesign of healthcare and the patient experience.”
(Richard Anderson a.k.a. @riander)
“The concept of a person is arguably the most important interface ever developed. (…) As software becomes increasingly complex and entangled in our lives, we begin to treat it more and more like an interaction partner. Losing patience with software is a common sentiment, but we also feel comfort, gratitude, or suspicion. Clifford Nass and Byron Reeves studied some of these tendencies formally, in the lab, where they took classic social psychology experiments but replaced one of the interactants with a computer. What they found is that humans exhibit a range of social emotions and attitudes toward computers, including cooperation and even politeness. It seems that we’re wired to treat computers as people.”
(Kevin Simler a.k.a. @KevinSimler ~ Ribbon Farm)
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