The lovely folks at UXLx have just posted the video from my talk earlier this year, Discover and act on insights about people.

Some of the most effective ways of understanding what customers want or need – going out and talking to them – are surprisingly indirect. Insights produced by these methods impact two facets of innovation: first as information that informs the development of new products and services, and second as catalysts for internal change. Steve discusses methods for exploring both solutions and needs and explores how an understanding of culture (yours and your customers) can drive design and innovation.

If you don’t see the video embedded above, you can view it here

Give And Take: How The Rule Of Reciprocation Binds Us [NPR] – While “you can’t control other people” is a constant life lessons, it’s interesting to consider what science teaches about how we can influence and induce behaviors in others.

Kunz was a sociologist at Brigham Young University. Earlier that year he’d decided to do an experiment to see what would happen if he sent Christmas cards to total strangers. And so he went out and collected directories for some nearby towns and picked out around 600 names. “I started out at a random number and then skipped so many and got to the next one,” he says. To these 600 strangers, Kunz sent his Christmas greetings: handwritten notes or a card with a photo of him and his family. And then Kunz waited to see what would happen. About five days later, responses started filtering back – slowly at first and then more, until eventually they were coming 12, 15 at a time. Eventually Kunz got more than 200 replies. “I was really surprised by how many responses there were,” he says. “And I was surprised by the number of letters that were written, some of them three, four pages long…We got cards for maybe 15 years,” he says.

Tapping citizen-scientists for a novel gut check [SF Chron] – While we always come up with new methods to get people involved in data collecting for research, this was something I hadn’t really thought of before. By the way, the notion of the microbiome is a fascinating one that seems to be continually gaining traction. Although we haven’t had the guts (if you will) to actually do it, we declared we would stop using “ecosystem” in client presentations and start talking about “microbiomes.”

Now for a fee – $69 and up – and a stool sample, the curious can find out just what’s living in their intestines and take part in one of the hottest new fields in science. The American Gut Project, aims to enroll 10,000 people – and a bunch of their dogs and cats too – from around the country. uBiome, separately aims to enroll nearly 2,000 people from anywhere in the world. Scott Jackisch, a computer consultant in Oakland, Calif., ran across American Gut while exploring the science behind different diets, and signed up last week. He’s read with fascination earlier microbiome research: “Most of the genetic matter in what we consider ourselves is not human, and that’s crazy. I wanted to learn about that.” Testing a single stool sample costs $99 in that project, but he picked a three-sample deal for $260 to compare his own bacterial makeup after eating various foods. “I want to be extra, extra well,” said Jackisch, 42. Differing gut microbes may be the reason “there’s no one magic bullet of diet that people can eat and be healthy.”
…
“We don’t just want people that have a gut-ache. We want couch potatoes. We want babies. We want vegans. We want athletes. We want anybody and everybody because we need that complete diversity,” added American Gut co-founder Jeff Leach, an anthropologist.

White points mean prizes for safe driving in Dubai [The National] – Is our preference for carrot or stick culturally constructed? Schemes that give students rewards for good grades are often seen as “bribery” and decried for encouraging the wrong thing. Yet inverting our punishment-based driving-record approach seems so kindly. I suppose its efficacy needs to be proven, whether in Dubai or Dubuque.

Motorists who go the longest period without a traffic violation will be given priority in a new police system that rewards good driving with prizes, including a car. Under the white points system, drivers of vehicles registered in Dubai are awarded a point for each month without traffic offences or Salik toll-road fines. Drivers who go 12 months without any violations will be eligible for prizes worth a minimum of Dh500 each. Dubai Police say there will be between 250 to 500 prizes. The head of Dubai Police traffic department, Maj Gen Mohammed Saif Al Zaffin, said today that if there were more good drivers than prizes then those with the longest standing clean sheets would be given priority. “We have a specific budget for the prizes so there might need to be a selection process based on the number of people who will be eligible for a prize as part of the scheme,” Maj Gen Al Zaffin said.

Alicia Dornadic

has a great writeup of last week’s talk on improv, creativity and design.

Overcoming one’s fears to do improv in front of a group of strangers must feel so empowering, but watching it can be excruciating. Some people are deer in headlights, whereas others are composed and focused. But the activity goes well, meaning everyone manages to say a word in turn, and at times the sentences actually make sense. “How did it go?” Steve asks when they’re done. Participants share that it was hard to anticipate what would be said, so they had to be “in the moment.” You can’t control the sentence and so just have to go with the flow. Sometimes you have be a “the” person or an “and” person to help the sentence make sense, sacrificing a cool word choice to help the team. Get where this is going? Good collaboration tips. Personally, I love to see the player’s expression the second after they say their word. Eyes wide, relieved that they said something, hopeful to see what comes next. It was exciting.

David Serrault is an Information Architect and Experience Designer for SNCF, in France.

It took a long time and several discussions with the stakeholders from SNCF (the French railways operator) to receive authorisation for a field investigation using old-age simulation suits. We were to focus on Gare Du Nord, the largest railway station in Europe. The station hosts more than 190 million passengers a year, including commuters, long distance travelers from all across Europe, businessmen and tourists from anywhere in the world. Gare Du Nord is filled with people in movement, following their daily routine or finding their way in this complex ecosystem of platforms, corridors and stairs, all managed by several operators.

I have always been fascinated by railway stations. Even more than the airport, I think that they are like temples of modernity, ruled by time and noisy, heavy, industrial technology.

The goal of this onsite experiment was to evaluate the gaps in the information provided to travelers, especially older ones. The old-age simulation suit makes the user feel the constraints of an elderly person. The suit, made in Japan, looks like a kind of kimono such as one might wear for practicing judo. But this one is green and red, covered with belts and weights in order to simulate the physical constraints of an old person. Also, you have to wear glasses to restrict your visual field and reduce your ability to perceive contrasts as well as ear plugs to reduce your hearing.

We were four: my friend and colleague Christophe Tallec (a French service designer) and two students. We set out in the morning for our day of experimentation. Indeed we were a bit worried by working in such a crowded public space. Even with an official authorisation from the station officer it was difficult to imagine what the reaction of the police authority and the users of the station would be. The place had been a scene of a spontaneous riot a few months before, when a young boy from a low wage suburb commonly called “Banlieusard” had been arrested and assaulted by the police.

The main difficulty we faced was more a logistical one. Each of us was to attempt a pre-defined journey through the railway station but we had to find a place to put on the suit. Eventually we did this behind some ticket vending machines that were close to the bus station. Not a very intimate place, but good enough!

Surprisingly the police simply came to ask us what we where doing and then let us do our job. We didn’t encounter special reactions from the passengers who seemed to deliberately ignore us.

This experiment was a revelation, especially for the youngest members of the team. We realised how many constraints someone with physical limitations can face during journey through a public space like this one. These spaces are dedicated to people flow, but disabled or challenged individuals are like aliens. There are many initiatives to make these areas accessible and readable but how can this be a priority for an organisation that has to manage daily security and transit efficiency for millions of people. It is a huge challenge for the designers and the architects who work for these places.

Eventually we realised that indeed a few passengers were staring at us, especially ones who were dressed as Sailor Moon, Naruto or other manga and video game heroes. The day of our research was also one of the largest conventions for Japanese culture aficionados in Paris. Japan Expo is known for its concentration of “cosplay” practitioners; many these young adults were simply in their costume to the event by public transit.

From their side, I suppose they were wondering what kind of manga persona we were playing. From my side, I felt like I was at the meeting point between modern and post-modern times.

It’s our last real week of work for the year. And as seems to happen every Monday for the past little while, rain has turned to sunshine by the time I sit down to tell you about our week ahead.

• Wonderful topline session with our team concluded last week; we’re on the cusp of diving into synthesis, full-on, but as often happens with this organization, we’re in a bit of a holding pattern on schedule.
• Potential projects abound. Our cup nearly runneth over with a diverse set of interesting projects for the first quarter of 2013. We’ll be excited to see which we’ll move ahead with.
• I’ve set aside some time to do our Portigal-in-2012 writeup. Watch for that!
• I’ve got one War Story in hand, a near-final draft of another, and a promise of a third.
• We’ve got our winners for the IxD13 Student Design Challenge. Lots of logistics to get them sorted for travel to Toronto next year and now the planning for the conference moves forward: figuring out the details of their assignment, setting up our judges for Toronto, and looking to see what kind of prizes we can arrange for these folks.
• I’m taking a book day to finalize the next revision of the manuscript before the year runs out. It’s been a while since I had the time to focus but I’ve got a deadline to meet!
• Ten years gone: From December 2002 – The 250-word short story
• What we’re consuming: SF Sketchfest, The Day the Earth Stood Cool, Best Music Of 2012, Best Books Of 2012, The 100 best British films, Top 100 Bay Area Restaurants 2012.

People Like Us was a mockumentary that ran on BBC radio in the late 90s before becoming a TV show. The radio shows are hilarious and a great illustration of what can and does go wrong in fieldwork. Each episode is essentially a total War Story.

The shows follow a hapless reporter, Roy Mallard, investigating the lives and work of ordinary people: a bank manager, an artist, a stay-at-home mom, an actor and so on. Things go awry: despite being married (Really? You?) he finds himself awkwardly attracted to an interviewee, only to realize that another interviewee is her bitter ex-boyfriend. He’s a passenger in a recklessly driven car. He’s witness to firings, incompetency, violence, relationship hassles. He trips, drops things, is sneezed upon, breaks a washing machine, and more.

At the same time, his attempts to interview people and get to the heart of what their lives are about are thwarted. If not by circumstances, then by the inarticulateness of his interviewees, or by their sheer misinterpretation of his questions (e.g., Q: You’ve been here for a long time. What kind of things have changed? A: My hair.)

People Like Us manages to be completely absurd yet with an eye-rolling kind of truth that any user researcher (and journalist, I imagine) will identify with.

The radio series has been posted to YouTube and I’m embedding all the episodes as a playlist below. Check ’em out and let me know what you think.

Congrats to the five winners of the first phase of the IxD13 Student Design Challenge who will be joining us in Toronto in January! Special thanks to our wonderful slate of judges who helped us get to this point.

James McIntyre, Malmo Hogskola
https://youtu.be/Dzf90LGC59c

Mani Hariharan, National Institute of Design, India

Ari Zilnik, Carnegie Mellon University

Yongsoon Choi, Graduate School of Media Design in Keio University, Japan
video offline

Bethany Stolle, Austin Center for Design

Since Johnny Holland has said farewell, we’ll be continuing this series here on All This ChittahChattah. Here’s some stories and observations that Beth and Steve have assembled over the past few weeks.

Tim Hortons beverage pricing offers a large number of sizes with a tiny, silly price difference. No doubt there are graphs that prove this is a good pricing strategy, if upselling by 11 cents turns out to have any impact on the bottom line. As a shopper, I find it mind-boggling; the friction for supersizing is almost zero and now I have to actually think about how much I want to drink. The Tims man showed me the largest size and it was so obviously too much (more horse trough than hot choc), so I saved myself a few pennies and went down a size or two. /SP



Pets-as-people is certainly nothing new; a trend that has continued to grow in terms of marketplace dollars, emotional engagement a product selection. Still, it’s astonishing to look at a wall of clothing that looks like t-shirts in a range of kids’ sizes and styles, and to realize that actually you are looking at a selection of “Pet Gear.” /SP

As I tried to write the contents of this bag (pumpkin squash curry coconut) onto the label I quickly found myself ranting about the poor design: How can you fit anything on this tiny label (e.g., “pump sq cur coc”)? Then my young designer self surfaced and I realized that, “No, in fact this is perfectly designed.” The available writing space is exactly aligned to the end of the copy above, the height is exactly the height of the Ziploc brand. Everything was in harmony! I can’t tell you how many times while in design school that I designed something most beautiful yet most unusable. Thankfully a super brilliant creative director showed me the way. Functional can be beautiful. If you make medicine bottles clearer or safety messages intriguing enough to read then you’ve done something as a designer. What can seem like the most banal and uninteresting design project is a challenge not many can rise to. Anyone can design for cool brands like Nike, Coke and Pepsi. But can you make Ziploc bag labels a thing of beauty? Or at the very least, give me some more room to write! /BT

“Members only?” Here’s how I imagine that signage came about
Store manager: Why do you think we’re not getting any business?
Clerk: Maybe people don’t know we’re open?
Store manager: But we’ve been open for weeks!
Clerk: But we don’t have any kind of sign or anything telling people we’re open,
Store manager: But, it’s a store…I mean…the door is open…lights are on…we’re in here!
Clerk: Yeah, but it’s kind of not official until you have one of those big signs up…
Store manager: Fine!
[later that day]
Customer: Finally! Been waiting for you to open so I can see how much membership costs. /BT

I was out of the state during a big storm and arrived back just in time for more gorgeous weather. We know it won’t last but in the meantime, we’re enjoying it. And this week looks like this:

• After wrapping up fieldwork last week, we’re sitting down with the team later this week for a topline summary; we haven’t yet begun the in-depth analysis but we find it critical to gather everyone together and align on what we think we’ve heard and what we think it means. No doubt that will be replaced by the outcomes of the analysis, but having a discussion before that begins in earnest is very valuable for the end result.
• This Thursday in Mountain View I’ll be giving a talk about improv, creativity, and design. Tickets available here. Hope to see you!
• I’ve got jury duty this week. Let’s see what happens with that!
• The judges are reviewing the IxD13 Student Design Challenge submissions and we’re planning on announcing the winners in a few days.
• Out on the town this week: Tragically Hip at the Fillmore, Rick Prelinger’s Lost Landscapes of San Francisco
• We just published David’s War Story. As usual, I’ve got a few more in progress that I hope to see come to light before too long.
• Ten years gone: From December 2002 – Hotel soap confessions
• What we’re consuming: Latkes, Marina Abramovic, Radiolab, Memrise.

Interaction designer David Hoard shares a story where even his best intentions are not sufficient to prevent a perplexing gaffe.

Researcher Chinami Inaishi and I were on a 10-day trip to Tokyo to interview kids and young adults about their video game use. It was 1995 and the console wars were in full effect. Chinami is Japanese, but had lived in the US for many years. So she was the perfect local guide to help me understand the cultural nuances we were witnessing. She also helped us navigate the nearly impossible house numbering system in Tokyo, where house 31 was next to number 6, which was next to 109. This echoed one theme of the trip: squeeze things in wherever you can find space for them. Every square inch will be utilized.

The visits were fascinating and enriching at each stop. We saw small beautiful homes with Western-style furniture next to Japanese Tatami rooms. We interviewed a young man with the smallest apartment ever, a tiny 8′ x 8′ space packed to the gills with Western-oriented magazines, blue jeans, skateboards, and a (unused) full-size surfboard. The kids were impressive, with their beautiful calligraphy work and exacting toy collections. In all cases, no square inch of space was unused, and that made me rethink the design we were considering. A low, wide game console was perhaps out, replaced by a slim vertical unit that could fit in one of their densely packed bookcases.

Before the trip, I had done my best to read up on Japanese culture and manners. There’s no way to learn a culture from a book or two – my goal was simply to avoid making a big mistake. I practiced and practiced the few phrases I would need (Chinami was doing simultaneous translation for 98% of it). I knew my two-handed business card presentation technique, and I nearly understood the rules for bowing.

We’d been through most of the visits, and so far so good. All of the sessions had gone fairly well, and we were learning a lot. But then I did something bad. Something wrong.

We had been visiting a house near the end of a train line, slightly out of the city-center. The session was over; it was time to pack up the camera and notes and head out. We were doing our now-normal goodbye ritual, trying to check off the right etiquette boxes. And then it happened: I misstepped. Near the front door, I stepped my sock foot just off the wood floor and onto the carpet. With one shoe on already. Unknown to me, I just violated an important manner about where you must be (and must not be) when putting your shoes back on when you leave.

Instantly the whole family erupted in hysterical laughter, with everyone pointing at me. Suddenly I was in a mayday situation, with my manners in a dangerous nosedive. Confused, I did my best to get my shoes on as Chinami pulled me out the door and onto the street. She was like a commando extricating someone from an international hotspot.

“What was that??” I asked, once we were out on the street.

Chinami informed me that laughter (apparently hysterical laughter) was how the Japanese cope with a faux-pas or embarrassing situation. Embarrassment was indeed what I created, and I felt it too. Intense embarrassment comes with a whole set of physical sensations. You’re flushed, addled, and dazed. You’ve got great regret, but it’s too late to fix it.

When we go out to do field research, we often feel we are going out to observe a strange species in its native habitat. We are the scientists, they are the creatures to be documented. We go to great lengths to help them feel comfortable with our scientist-like presence. We feel like we are the smart ones.

But guess what? The research participants are in their native habitat, and are experts on their own lives. We the researchers are the weird aliens. We’re the ones not getting their nuance. We’re the ones who are sometimes worthy of mockery.

But it’s all in a days work when you’re out doing research; you’ve got to be light on your feet. Every research session I’ve ever been on has been a dance to cover the material and sniff out insights right below the surface. All while you try to make everyone comfortable and keep the conversation flowing. It’s that dance that makes it exciting; just try to keep your toes in the right place.