ChittahChattah Quickies

  • [from steve_portigal] The $5 Guerrilla User Test [Bumblebee Labs Blog] – [While we're obviously big advocates of getting input about designs from people as frequently as possible and at various levels of fidelity, it's a bit dissonant when informal methods get distilled (so to speak) into formal-seeming methods without any of the purposefulness and planfulness of established methods. Challenging to my assumptions and thus helpfully provocative] Drunk people are a pretty accurate mimic of distracted, indifferent people. This insight has lead to a wonderful technique I’ve been refining over the years that I call “The $5 Guerrilla User Test”. Here’s the 5 second version: 1. Bring a laptop to a bar, 2. Offer to buy someone a beer in exchange for participating in a user study, 3. Watch your application crash & burn as people do all sorts of ridiculous ass shit they would never do in a lab but constantly do in real life, 4. Go back, apply the lessons you have learnt, repeat until you have an app that is 100% drunk person proof

ChittahChattah Quickies

  • [from julienorvaisas] Is America Mature Enough for This Line Graph of Gay Marriage Poll Results? [VF Daily | Vanity Fair] – [Here's a novel interpretation of a seemingly—ahem—straight-forward infographic; as well as an acknowledgment that your interpretation says as much about yourself as it does about the data.] A new survey of same-sex marriage poll results posted to FiveThirtyEight.com suggests support for gay nuptials is—ahem—on the upswing. As one commenter points out, the site’s statistics overlord, Nate Silver, may also have giggled upon compiling the data: Silver describes a regression line as “fairly sensitive on the endpoints,” which, contextually, is rather raunchy. Do you see a bloated asparagus stalk turned sideways? A close-up of the mouth of a Pac-Man? The tail of a Na’vi? The answer may explain to you your own feelings about same-sex marriage. It’s a Rorschach test of inscrutable accuracy, probably as prescient as the polls themselves.

ChittahChattah Quickies

  • [from steve_portigal] Artisanal Pencil Sharpening – [Comedy is such a powerful and engaging source of cultural commentary. Is there any product or service we couldn't make artisinal? This is a joke, but it doesn't have to be; it's right on that edge of maaaaaybe it's real] REACQUAINT YOURSELF WITH THE PLEASURES OF A HAND-SHARPENED PENCIL. In New York's Hudson River Valley, craftsman David Rees still practices the age-old art of manual pencil sharpening. His artisanal service is perfect for artists, writers, and standardized test takers. Shipped with their shavings and a "certificate of sharpening," these extra-sharp pencils make wonderful gifts. Traditionally people mail in their pencils to be sharpened; however David now offers a new service: He will provide the pencil.

Anticipatory Design: Make it Better, Not Worse

Bruce Temkin offers some good observations about the elevators at the Marriott Marquis in New York. These elevators have no floor selection buttons inside; you make the choice when you call the elevator and are assigned a specific car (presumably to optimize service time). This is a change from the normal, thought-free experience we have with elevators and as Bruce observes, it doesn’t go smoothly.

But Bruce suggests a solution that really misses the boat. It’s an approach that we’ve all seen many times before, and so it’s natural for someone to simply channel from their environment. People don’t realize the elevator works differently, Bruce says, so let’s put up a sign.

This is a great example of what I call post-design: an unsuccessful attempt to solve a problem caused by a poor design implementation. Think about a corporate lunch room admonishing people to clean up, or any visit to a health-care facility where dozens of signs direct, warn, advise, remind about how to fill out forms, what to have in your hand, where to go, etc. Often, they make something feel more complicated (e.g., 4 steps to take an elevator?).

Some other examples of post-design (click the title to read more of the story):
cartwarning2
Don’t Steal Shopping Carts

touchscreen.jpg
This Screen Is A Touchscreen

p1000367.jpg
No Skateboarding

dsc_0351.jpg
No Flavors, Just Sizes

What is needed here is a forcing function – something that gets in the way of business-as-usual interactions, pulls people out of their habitual gestures and alerts them that something is different, ideally directing them on how to proceed.

Some examples of forcing functions (click the title for more):
switch.jpg
You Better Be Sure You Want To Turn The Light On In Here

flush.jpg
The Familiar Handle Is A Different Color For A Reason

blueman.jpg
We Want You To See Our Ad Before You Watch TV

While Bruce is right that an intervention is needed, we can look at the forcing function examples to get some clues as to what might work better than Yet Another Sign in a visually cluttered environment. The problem is an interesting one because the thoughtless act is pressing the button but the notable consequences happen a minute or so later, once you enter the cab and realize that there’s no button to press. That suggests some locations for an intervention

  • When the button is pressed/the elevator is called. How could this be different so people are aware that things aren’t business as usual here? How could the next step in the experience be flagged?
  • While waiting for the elevator. We don’t have a lot of data about what the waiting process looks like
  • When first entering the car. What visual cues would indicate how this elevator is going to work, when entering an empty or full car
  • The first moment of confusion. We can imagine after entering the elevator people will do the familiar gesture of peering around the corner to try and find the panel of buttons, first on one side, and then on the other. What visual or other cues can appear right at that moment to clarify and reassure?

While it’s not my goal to “fix” the elevator system (especially when we only have one self-reported user experience to work from, and we don’t have a robust understanding of what the problem even is), we can highlight some other ways to think about conscious and unconscious behaviors and how design can intervene to support, redirect, and optimize. If we understand what people are expecting, or anticipating, we can be right there with solutions right before they know they need them. These clean-up design challenges can be harder, trying to retro-fit against an imperfect original solution we didn’t control, but we’re always going to be faced with these situations, so let’s have a thoughtful set of approaches.

ChittahChattah Quickies

  • [from julienorvaisas] A Masterpiece of Nature? Yuck! [NYTimes.com] – [The rapid calculation of stimulus described here is certainly not confined to the judging of ugly animals, but it is always as much a reflection of the subject as the object. This article is for you, if you like pictures of star-nosed moles, etc.!] As scientists see it, a comparative consideration of what we find freakish or unsettling in other species offers a fresh perspective on how we extract large amounts of visual information from a millisecond’s glance, and then spin, atomize and anthropomorphize that assessment into a revealing saga of ourselves.
  • [from julienorvaisas] Electronics Designers Struggle With Form, Function and Obsolescence [Bits Blog – NYTimes.com] – [Planned obsolescence is nothing new, but does it necessarily follow that because electronic gadgets are not built to last we should expect to have to invest in products to address their obvious design flaws?] So is the fact that we all buy gadgets and then have to spend additional money to buy protective coverings for our electronics speak poorly of the design of these products? Jason Brush, executive VP of user experience design for Schematic, noted in an interview that the fragility of electronics today might not be a matter of form and function, but rather that gadgets are not meant to be long-lasting. “If you purchased a Leica camera a hundred years ago it would still work today. It was bulletproof,” he said. “But electronics today are not built with permanence in mind.”

ChittahChattah Quickies

  • [from julienorvaisas] The Sketchbook Project: 2011[http://www.arthousecoop.com/projects/sketchbookproject] – [For $25 and an output of your own artistic energy, you can be part of this traveling sketchbook project. Choose from themes like "Adhere to me," "Help!" and "Down your street." Great way to practice sketching and story-telling!] Thousands of sketchbooks will be exhibited at galleries and museums as they make their way on tour across the country. After the tour, all sketchbooks will enter into the permanent collection of The Brooklyn Art Library, where they will be barcoded and available for the public to view. Anyone – from anywhere in the world – can be a part of the project. To participate and have us send you a sketchbook that will go on tour, start by choosing a theme.
  • [from steve_portigal] Want Smart Kids? Here’s What to Do [The Chronicle of Higher Education] – [It seems like this confuses correlation and causality, but it is a very actionable finding in that way] Buy a lot of books. That seems kind of obvious, right? But what's surprising, according to a new study published in the journal Research in Social Stratification and Mobility, is just how strong the correlation is between a child's academic achievement and the number of books his or her parents own. It's even more important than whether the parents went to college or hold white-collar jobs. Books matter. A lot.
  • [from steve_portigal] Google Research Director Peter Norvig on Being Wrong [Slate] – We do it by trying to fail faster and smaller. The average cycle for getting something done at Google is more like three months than three years. And the average team size is small, so if we have a new idea, we don't have to go through the political lobbying of saying, "Can we have 50 people to work on this?" Instead, it's more done bottom up: Two or three people get together and say, "Hey, I want to work on this." They don't need permission from the top level to get it started because it's just a couple of people; it's kind of off the books. …Within the company, we're really good at making decisions based on statistics. So if we have an idea—"You know, here's a way I can make search better"—we're really good at saying, "Well, let's do an experiment. Let's compare the old way with the new way and try it out on some sample searches." And we'll come back with a number and we'll know if it's better and how much better and so on. That's our bread and butter.
  • [from steve_portigal] Dangerous Ideas [Big Think] – [When we lead ideation exercises, we often talk about the importance of "bad" ideas and try to empower or teams to be free to come up with bad ideas; it's a way of coming un-stuck, to free yourself from "solving" the problem and just play with the problem. When we suggest trying things that are dangerous or immoral, people laugh, but they are immediately get it. Here's a more serious consideration of the power of "bad" ideas] Throughout the month of August, Big Think will introduce a different "dangerous idea" each day. Brace yourself: these ideas may at first seem shocking or counter-intuitive—but they are worth our attention, even if we end up rejecting them. Every idea in the series will be supported by contributions from leading experts.

What Shoes Say

While doing a very straightforward image search for “shoes” the other day, I was presented with these two, side by side. They represent extreme cultural points: one of ultra-consumption (high fashion on the red-carpet), one of unconsumption based in necessity (re-purposed PET bottles). Both pair are ergonomically undesirable, one intentionally. The materials are strikingly similar, the gestures expressed by the feet as different as the footwear design is visually.

I wonder what this juxtaposition brings to mind for others?

ChittahChattah Quickies

  • [from steve_portigal] Getting in (and Out of) Line [ NYTimes.com] – [What are the economic behaviors – and motivators – of waiting in line, and how is the pursuit of the money shifting those standards?] A line conceives of people as citizens, presumed equal, each with an identical 24 hours a day to spread among the lines around them. A market conceives of people as consumers, presumed unequal, with those who can pay in front of the others. It allocates efficiently, but it eliminates a feature of line culture: the idea that, in line at least, we are no better than anybody else. In a way, the market’s spread is a return to another kind of scrum, one in which financial, and not physical, might means right. Perhaps one day lines will be remembered as antique, a quaint system in which things were granted simply for having shown up early, an interlude of relative equality between the scrums that reigned before and after. [Thanks, Anne!]
  • [from steve_portigal] Diary of a ‘portable people meter’ person [SF Chronicle] – [What it's like to be a human subject for gathering radio station data] "I was a good panelist," she said. "I wore the meter all the time and followed the instructions. I didn't find it that intrusive. But I wouldn't take it to some occasions, like out to dinner, and they want you to wear it all day, from the time you wake up until you go to bed, and to wear it on your person. You can't just leave it in your purse. And they pick up on it. They'll call you the next day or night and say, 'Hey, you weren't wearing it for 15 minutes yesterday.' "

ChittahChattah Quickies

  • [from steve_portigal] MOBA : The Museum of Bad Art – Art Too Bad To Be Ignored – [The web is full of snark, but this manages to make fun of the “bad” while keep the tone fun and somehow inclusiveThe Museum Of Bad Art (MOBA) is the world's only museum dedicated to the collection, preservation, exhibition and celebration of bad art in all its forms. The pieces in the MOBA collection range from the work of talented artists that have gone awry to works of exuberant, although crude, execution by artists barely in control of the brush. What they all have in common is a special quality that sets them apart in one way or another from the merely incompetent. [Thanks, Mom!]

ChittahChattah Quickies

  • [from steve_portigal] Thoughts on Maslow’s Hierarchy [lunchbreath] – [Wonderful cartoon that looks at the hierarchy as reflected in Tony Hawk, the dog, and robots]
  • [from steve_portigal] The user experience of hot dog buns [FatDUX] – [Eric Reiss in a light-hearted consideration of hot dogs, buns,and global culture] Now here in Denmark, I’ve never seen anything except side-loaders (Gosh, who knew there was a technical term for this). That is until yesterday when I discovered the “Grab Dog” form-fitting hot-dog holder from the Danish bakery, Paaskebrød. An innovative solution? Absolutely. But a good solution?
  • [from steve_portigal] First World Probs Launch – [The definitive reference] FirstWorldProbs.com was launched as a sounding board for those who are privileged and still suffering. With unemployment at 10% in much of the Western world, and the rest of the world in far worse financial conditions, it's sometimes necessary to tacitly acknowledge that the "problems" we tackle on a daily basis in the first-world aren't so severe in a greater context – even though they can cast a dark shadow on our everyday lives. "Patrick Moynihan wrote a great piece…in the early 1990s about 'defining deviancy down' – at the time, some communities were so overrun with crime that they had to adjust their standards to ignore many petty violations to allocate their manpower to tackle the serious issues. However, it's also possible sometimes to see that the inverse is true. When all your basic needs are satisfied, it can be downright depressing to break a heel or spill your latte on your favorite suit. You could call it 'defining deviancy up', if you will."

ChittahChattah Quickies

  • [from steve_portigal] 1-800-ASK-GARY Amphitheatre: WORST. NAME. EVER. [TampaBay.com] – Live Nation's announcement that they were renaming the Ford Amphitheatre the 1-800-ASK-GARY Amphitheatre is the ugliest naming rights agreement of the past 20 years. It's worse than the PapaJohns.com Bowl. It's worse than the San Diego County Credit Union Poinsettia Bowl. It's worse than University of Phoenix Stadium. It's worse than the Comfort Dental Amphitheatre. By now, everyone has to understand that naming rights and sponsorship deals are an immutable aspect of society. Corporate sponsorships make possible many things that consumers take for granted.Ford's naming rights deal is over, and the Amphitheatre needed a new title sponsor. The Florida-based lawyer referral service 1-800-ASK-GARY was willing to pony up the cash, and for good reason — the next time Toby Keith or Kings of Leon or Aerosmith launches a summer tour that inclues Tampa, the announcement will include the phone number "1-800-ASK-GARY." But … but … Aesthetically. Thematically. Visually. It's awful.
  • [from steve_portigal] frogMob – frogdesign using social networking to gather data (or insights, they don’t seem sure which is which) – [If I get past the horrifyingly shortsighted copy "All photos and insights due back within one week"; "trend scrape"; "anyone can be an ethnographer for an hour" I think this is pretty fun and interesting and of course framed as an "experiment"] frogMob is based on the idea that anyone can be an ethnographer for an hour, just by paying a little more attention to the world around them. A frogMob is a trend scrape that gathers a quick visual pulse on behaviors, trends and artifacts globally. We publish the call to action on a select topic and gather original photography and stories that describe how products are used globally. The methodology and spirit of frogMob lend themselves to open collaboration. frogMob builds on the trend of using social media to run research studies, and the ability of these tools to conduct research remotely. This is where the experiment really begins.

ChittahChattah Quickies

  • [from steve_portigal] No E-Books Allowed in This Establishment [NYTimes.com] – [In which the blogger goes to a cafe with a No Computers rule and tries to use his e-Reader, then gets into a debate about whether an e-Reader is really a computer or not. A bit of a tempest in a teapot; looking to connect to a larger social crisis which isn't occurring]
  • [from steve_portigal] Skill Building for Design Innovators (from CHIFOO) [All This ChittahChattah] – Steve will take a look at some fundamental skills that underlie the creation and launch of innovative goods and services. He will discuss the personal skills that he considers to be “the muscles of innovators” and the ways you can build these important muscles, including noticing, understanding cultural context, maintaining exposure to pop culture, synthesizing, drawing, wordsmithing, listening, and prototyping.
  • [from steve_portigal] Five Indispensable Skills for UX Mastery [UIE Tips] – [This makes a good companion piece to my recent CHIFOO presentation "Skill Building for Design Innovations"]
  • [from steve_portigal] An interview with Eric Ludlum of Core77 [All This ChittahChattah] – The Dutch Master project is a natural extension for Core and also myself. Having gone through the industrial design program at Pratt Institute, and then founding Core77, covering industrial design, with Stu Constantine and myself always being on the outside of the industry in terms of actually participating, but then covering it, watching it from the inside. The Dutch Master, and previous to the Dutch Master, the Blu Fom shoe have been our attempts at doing some product development and design.
  • [from steve_portigal] Announcing the Core77 Flagship Retail Store in Portland Oregon! [Core77] – [Eric Ludlum of Core77 takes some of the themes he shared with us in the recent Ambidextrous interview and pushes them further with the opening of a Core77 retail space. I was surprised to visit it recently and see that it wasn't a curated museum store, but instead a 'Hand-Eye Supply' outlet] If there is a poster-boy, a hero, of Hand-Eye Design, it is Bucky Fuller. Who practiced sustainability, who advocated design-thinking, who studied the needs of the human being, but who understood these as parts of the whole enterprise of doing. He is the guy who, as good designers do, kept all that in his head and in his heart and used it as he MADE THINGS -not for the sake of self-expression or commercialism but because they had to be done. And that work was not birthed effortlessly from within but dragged out of the world in handfuls, built-up slowly into something meaningful through sketches and prototypes, mock-ups and fabrication. That is the design philosophy of Core77's Hand-Eye Supply.

ChittahChattah Quickies

  • [from steve_portigal] Check-In On Foursquare Without Taking Your Phone Out Of Your Pocket [TechCrunch] – [Solutions tell you a lot about the culture you are looking at because they indirectly – or directly – announce a problem – in this case a real First World Problem] Future Checkin is an app that allows you to check-in to your favorite Foursquare venues automatically when you’re near them. You don’t have to do a thing besides simply have your phone on you and this app will check you in while running in the background with iOS 4. Check-in fatigue in particular is a growing problem. A number of heavy users of Foursquare that I know (myself included) have been complaining in recent months that it’s getting a bit tedious to have to pull out your phone each time to check-in to a venue. This app is really designed for people who are getting check-in fatigue, who often forget to check-in to places, or who don’t want to be rude by pulling out their phone in social settings.
  • [from steve_portigal] Cameo Stars | Have Celebrities Come Over…To Your Facebook Page! – It’s always been fun to see celebrities in unexpected places – whether playing themselves in a cameo TV or movie role, or just being themselves in their everyday lives. Cameo Stars takes the fun of celebrity cameos to a whole new level by enabling today’s top entertainers and athletes to make virtual cameo appearances right in your and your friends’ everyday lives, where they come to life right in your social network profile or mobile device! Launched in 2010, Cameo Stars is partnering with today’s top personalities in entertainment and sports to break new ground in the burgeoning virtual goods market by enabling celebrities to make virtual cameo appearances in the everyday lives of fans online. These “social cameos”, invented, created, and distributed by the company, transform exclusive celebrity content into virtual goods designed expressly for the intimate stage that social media provides.
  • [from steve_portigal] Delhi Police Use Facebook to Track Scofflaw Drivers [NYTimes.com] – Almost immediately residents became digital informants, posting photos of their fellow drivers violating traffic laws. As of Sunday more than 17,000 people had become fans of the page and posted almost 3,000 photographs and dozens of videos. The online rap sheet was impressive. There are photos of people on motorcycles without helmets, cars stopped in crosswalks, drivers on cellphones, drivers in the middle of illegal turns and improperly parked vehicles. Using the pictures, the Delhi Traffic Police have issued 665 tickets, using the license plate numbers shown in the photos to track vehicle owners, said the city’s joint commissioner of traffic, Satyendra Garg. With just 5,000 traffic officers in this city of 12 million people, the social networking site is filling a useful role, he said. “Traffic police can’t be present everywhere, but rules are always being broken,” Mr. Garg said. “If people want to report it, we welcome it. A violation is a violation.”
  • [from steve_portigal] 1962 glass could be Corning’s next bonanza seller [The Associated Press] – An ultra-strong glass that has been looking for a purpose since its invention in 1962 is poised to become a multibillion-dollar bonanza for Corning Inc., expecting it to be the hot new face of touch-screen tablets and high-end TVs. Gorilla showed early promise in the '60s, but failed to find a commercial use, so it's been biding its time in a hilltop research lab for almost a half-century. It picked up its first customer in 2008 and has quickly become a $170 million a year business as a protective layer over the screens of 40 million-plus cell phones and other mobile devices. Now, the latest trend in TVs could catapult it to a billion-dollar business: Frameless flat-screens that could be mistaken for chic glass artwork on a living-room wall. Because Gorilla is very hard to break, dent or scratch, Corning is betting it will be the glass of choice as TV-set manufacturers dispense with protective rims or bezels for their sets, in search of an elegant look.

ChittahChattah Quickies

  • [from steve_portigal] Master Planner: Fred Brooks Shows How to Design Anything [Wired] – WIRED: In your experience, what’s the best process for design? BROOKS: Great design does not come from great processes; it comes from great designers. WIRED: How has your thinking about design changed over the past decades? BROOKS: When I first wrote The Mythical Man-Month in 1975, I counseled programmers to “throw the first version away,” then build a second one. By the 20th-anniversary edition, I realized that constant incremental iteration is a far sounder approach. You build a quick prototype and get it in front of users to see what they do with it. You will always be surprised.

ChittahChattah Quickies

  • [from Dan_Soltzberg] Flow [Future Perfect] – [A lovely observation on how behavioral flows in the cafes of several countries reflect differing cultural values.]
  • [from Dan_Soltzberg] Getting unstuck: solving the perfect problem [Seth’s Blog] – [Short piece on strategy for solving sticky problems.] The way to solve the perfect problem is to make it imperfect. Don't just bend one of the constraints, eliminate it. Shut down the factory. Walk away from the job. Change your product completely. Ignore the board.
  • [from steve_portigal] Multimedia E-Books, Adorned With Video Extras [NYTimes.com] – [The language we use to describe an emerging technology or form of communication is in flux as its meaning, marketing, and perceived usefulness is in flux] In the spring Hachette Book Group called its version, by David Baldacci, an “enriched” book. Penguin Group released an “amplified” version of a novel by Ken Follett last week. And on Thursday Simon & Schuster will come out with one of its own, an “enhanced” e-book version of “Nixonland” by Rick Perlstein. All of them go beyond the simple black-and-white e-book that digitally mirrors its ink-and-paper predecessor. The new multimedia books use video that is integrated with text, and they are best read — and watched — on an iPad, the tablet device that has created vast possibilities for book publishers.

Page Not Found

I was fixing broken links on our blog today and had the opportunity to look at many different versions of the “Page Not Found” page in fairly rapid succession.

Here of course is the basic version; with its classic minimalism, one imagines how it would look in Helvetica.

Many sites provide some form of what the Montreal Gazette offers – “we didn’t find what you wanted, here’s a way to search our site.”

But one stood out…

Penguin Books, Australia, takes this little corner of their site – a place where mere arrival already means something has failed – and offers users an unexpected dose of humor, acknowledgment of the situation of being there, and a full set of choices about where they’d like to go next on the site. It was a little spark of delight, and it made me want to buy a book from them.

ChittahChattah Quickies

  • [from steve_portigal] newWitch Magazine – Cutting Edge Paganism – [Seen in a "magic" shop today during a post-fieldwork ramble] newWitch is a magazine dedicated to, featuring, and partially written by young or beginning Witches, Wiccans, Neo-Pagans, and other earth-based, ethnic, pre-Christian, shamanic, and magical practitioners. Everyone from Traditional Wiccans to potion-makers to Asatruar to eco-Pagans can find something in these pages. The one thing we all have in common is a willingness to look at the world, our magical and spiritual paths, and ourselves in new ways. We hope to reach not only those already involved in what we cover, but the curious and completely new as well.
  • [from steve_portigal] Can the Kindle and Its Ilk Ease Textbook Inflation? [Village Voice] – [Thanks @dastillman] Pace offered the Kindle to students with course materials already preloaded on the device. Students had the option to buy the Kindle (at a discounted price) at the end of the course. Student complaints ranged from difficulties in taking notes to clumsy navigation controls. The electronic annotation feature was especially “slow and cumbersome,” requiring students to manipulate a tiny button to underline passages and type notes on the Kindle’s ergonomically unfriendly keyboard. The photos, pictures, and diagrams in the e-textbook were all black and white and image quality was not quite as sharp as in print….Soares found time eaten away by technical issues. Kindle books have no page numbers, so it was a challenge to get all the students on the same page. “It’s one thing to read a mystery or novel on the Kindle, but the way you read a textbook is different. You are flipping back and forth while reading, and navigation was cumbersome, even with bookmarks.”
  • [from steve_portigal] Doomsday shelters making a comeback [USATODAY.com] – The Vivos network, which offers partial ownerships similar to a timeshare in underground shelter communities, is one of several ventures touting escape from a surface-level calamity. Vicino, who launched the Vivos project last December, says he seeks buyers willing to pay $50,000 for adults and $25,000 for children. The company is starting with a 13,000-square-foot refurbished underground shelter formerly operated by the U.S. government at an undisclosed location near Barstow, Calif., that will have room for 134 people. Vicino puts the average cost for a shelter at $10 million. Vivos plans for facilities as large as 100,000 square feet, says real estate broker Dan Hotes, who over the past four years has collaborated with Vicino on partial ownership of luxury homes and is now involved with Vivos. Catastrophe shelters today may appeal to those who seek to bring order to a world full of risk and uncertainty, says Alexander Riley, an associate professor of sociology at Bucknell University.
  • [from steve_portigal] Market researchers get new tool in iPad [USATODAY.com] – [No doubt getting people to participate in surveys is an exercise in persuasion or seduction, but if there's a cool factor, something seems wrong to me] The gadget is luring curious consumers who've never seen one to participate in research projects conducted at shopping malls, primarily because they just want to see how it works. At many of the centers response was so good that survey takers collected the required information in about three weeks instead of the four they'd anticipated. The iPad presented its own set of research challenges. Some overheated in direct sunlight and shut down. In one case, a consumer at a mall in Rhode Island was so enamored with the iPad, he grabbed it from the interviewer and ran off.

Sexy Ergonomics

I was shopping for laptops recently, and was shocked by how difficult it was to find a reasonably priced model with a comfortable keyboard and trackpad, and a front edge that was wrist-friendly. The experience made me wonder why so little attention seemed to be being paid to such a fundamental aspect of the product.

Why don’t ergonomics have more sex appeal? Shouldn’t a well-designed physical interfacing of human and built object be one of the most valued aspects of design? While in truth ergonomics are interwoven (or should be) with aesthetics and materials, our excitement seems to gravitate towards how things look and feel, or cleverness of concept, rather than how well they work with us.

A quick read through this recent interview with Jonathan Ive on Core77 reveals a worshipful discussion of iPhone 4 materials.

It is this sort of materials obsession and constant experimentation that led to a decision to use scratch-resistant aluminosilicate glass for the front and back of the phone, as well as developing their own variant of stainless steel to edge the device.

I had to travel all the way back to 2007 to find someone talking specifically about a sexy merger of design and ergonomics/usability.

Is it that when ergonomics work, they are invisible? That they generally succeed by creating an absence of negative experience, but don’t extend into the realm of pleasure creation, where they might generate more attention?

Dieter Rams’ “weniger, aber besser (less, but better)” design philosophy – and indeed Jonathan Ive’s as well – heads in a similar direction – the absence of superfluous elements, but yet we still find it sexy.

Perhaps part of the picture is the lack of sex appeal that discussions of ergonomics tend to have. Is this an issue of professional culture? What is more important than objects that – never mind giving us pleasure – at the very least don’t injure us? Maybe that’s it – it’s too serious an aspect of design to engender the fun spirit we find in aesthetics?

The movie Waterworld (one of a handful of movies-most-people-think-are-bad that I like), while over the top and mostly quite silly, nicely illustrates the balletic relationship of person and object that good ergonomics make possible, as Kevin Costner’s character Mariner single-handedly sails and otherwise operates his boat throughout the film. The boat’s steampunk aesthetic won’t be for everyone, but it’s perfectly designed to work with the needs of its user, and to me there’s something really sexy about that.

ChittahChattah Quickies

  • [from steve_portigal] How I Learned to Stop Worrying and Love the Flow [Nieman Storyboard] – [Via @kottke. While many decry the loss of personal connection that our devices lead to; here's a theory that says the opposite, that it creates feelings of greater connectness] I was traveling with friends, and one of them took a call. Suddenly, instead of feeling less connected to the people I was with, I felt more connected, both to them and to their friends on the other end of the line (whom I did not know). My perspective had shifted from seeing the call as an interruption to seeing it as an expansion. And I realized that the story I had been telling myself about who I was had widened to include additional narratives, some not “mine,” but which could be felt, at least potentially and in part, personally. A small piece of the global had become, for the moment, local. And once that has happened, it can happen again. The end of the world as we know it? No — it’s the end of the world as I know it, the end of the world as YOU know it — but the beginning of the world as WE know it.
  • [from steve_portigal] The Acceleration of Addictiveness [Paul Graham] – [Via @waxpancake. He describes how slowing down by taking hikes gives him a mental and creative freedom that his addictions have rendered otherwise inaccessible] Most if not all the things we describe as addictive are. And the scary thing is, the process that created them is accelerating. We wouldn't want to stop it. It's the same process that cures diseases: technological progress. Technological progress means making things do more of what we want. When the thing we want is something we want to want, we consider technological progress good. If some new technique makes solar cells x% more efficient, that seems strictly better. When progress concentrates something we don't want to want—when it transforms opium into heroin—it seems bad. But it's the same process at work. No one doubts this process is accelerating, which means increasing numbers of things we like will be transformed into things we like too much.
  • [from steve_portigal] Exactitudes® – [Thanks @MicheleMarut! Pattern-matching is a fabulous way to develop observational skills] Rotterdam-based photographer Ari Versluis and profiler Ellie Uyttenbroek have worked together since October 1994. Inspired by a shared interest in the striking dress codes of various social groups, they have systematically documented numerous identities over the last 14 years. They call their series Exactitudes: a contraction of exact and attitude. By registering their subjects in an identical framework, with similar poses and a strictly observed dress code, Versluis and Uyttenbroek provide an almost scientific, anthropological record of people’s attempts to distinguish themselves from others by assuming a group identity. The apparent contradiction between individuality and uniformity is, however, taken to such extremes in their arresting objective-looking photographic viewpoint and stylistic analysis that the artistic aspect clearly dominates the purely documentary element.

ChittahChattah Quickies

  • [from steve_portigal] Drilling Down – Why Elite Shoppers Eschew Logos [NYTimes.com] – Rather than rely on obvious logos, expensive products use more discreet markers, such as distinctive design or detailing. High-end consumers prefer markers of status that are not decipherable by the mainstream. These signal group identity only to others with the connoisseurship to recognize their insider standing. In one study, fashion students were more likely than regular students to favor subtle signals for products visible to others, like handbags. But for private products less relevant to identity, like underwear and socks, there was no difference between the groups. Jonah Berger, an assistant professor of marketing at the University of Pennsylvania and one of the paper’s authors, said it was not that insiders simply had a dislike for logos. Instead, he said, they avoid them “in identity-relevant domains to distinguish themselves from mainstream consumers who buy such products to show they’ve made it.”
  • [from steve_portigal] ElderGadget.com | News and Reviews of Products with Elder Friendly Features – Those of us with aging parents share many things, chief among them the desire that our elderly loved ones have the opportunity for the same quality of life that we enjoy. For some this means remaining independent, for others it might mean a need to make caregiving simpler to meet the needs of people we love. The elderly prefer simple uncomplicated gadgets and products which are lighter and specially designed with higher contrast, pre-programmed features. Products of use might include talking Pill boxes, medi-alerts, and a myriad of gadgets with simple “how to use” instructions. That’s the focus with Eldergadget, a comprehensive blog where a person with an aging loved one can go to find the latest gadgets that meet a seniors needs and maybe some products you have never dreamed possible. We also bring you the latest up to date news, videos and developments in technology for seniors. We also include lighthearted fare such as humor and retro gadgets in order to brighten a person’s day.

ChittahChattah Quickies

  • [from steve_portigal] Does Language Influence Culture? [WSJ.com] – [Stanford psychology prof Lera Boroditsky examines how it does, and why it does] Just because people talk differently doesn't necessarily mean they think differently. In the past decade, cognitive scientists have begun to measure not just how people talk, but also how they think, asking whether our understanding of even such fundamental domains of experience as space, time and causality could be constructed by language…All this new research shows us that the languages we speak not only reflect or express our thoughts, but also shape the very thoughts we wish to express. The structures that exist in our languages profoundly shape how we construct reality, and help make us as smart and sophisticated as we are…As we uncover how languages and their speakers differ from one another, we discover that human natures too can differ dramatically, depending on the languages we speak. [Thanks @ebuie]
  • [from steve_portigal] Facebook Is to the Power Company as … [NYTimes.com] – [The gap between being a customer and being a happy customer. Will Facebook be like Microsoft in a few decades, *still* whining about not being beloved – let alone actively disliked?] It was a typically vexing week for Facebook. On the one hand, the social-networking service signed up its 500 millionth active user. On the other hand, it was found to be one of the least popular private-sector companies in the United States by the American Customer Satisfaction Index. Apparently, Americans were more satisfied filing their taxes online than they were posting updates on their Facebook page. It is a continuing contradiction: Facebook is widely criticized for shifting its terms of service and for disclosing private information — and yet millions of people start accounts each month.
  • [from steve_portigal] Digital Domain – Even With All Its Profits, Microsoft Has a Popularity Problem [NYTimes.com] – [We want your money and your love!] Microsoft’s enterprise software business alone is approaching the size of Oracle. But despite that astounding growth, Microsoft must accept that, fair or not, victories on the enterprise side draw about as much attention as being the No. 1 wholesale seller of plumbing supplies. Microsoft won’t receive the adoring attention that its chief rival draws with products like the iPad. In a conversation earlier this month, Mr. Shaw explained what prompted him to write his post. “I noticed some pretty critical conversations going on in the technosphere among the technorati,” he said. “There’s a gap between that conversation ­ ‘the company is not doing well, period’ ­ and what the company is actually doing.” In the blog, he writes, “With Windows 7, Office 2010, Bing, Xbox 360, Kinect, Windows Phone 7, in our cloud platform, and many other products, services and happy customers, 2010 is shaping up as a huge year for us.”

ChittahChattah Quickies

  • [from steve_portigal] Monster Cable announces deal with Yao Ming [SF Chronicle] – [It's easy to be cynical about these sort of deals when they use the verb "design" to characterize the role that the endorser will play. What is the generative process involved to develop these new products? I can't help but think of Homer Simpson creating his dream car] Monster Cable Products Inc. announced a deal with Houston Rockets basketball center Yao Ming to design a line of consumer electronics and related products to be sold in China, his home country. The "Yao Monster" line, which will include headphones, bags, home theater cables and performance glasses, is part of the Brisbane company's latest marketing push into China.

ChittahChattah Quickies

  • [from Dan_Soltzberg] 35 Movies in 2 Minutes [Drawn! The Illustration and Cartooning Blog] – [I'll admit I wasn't able to name all of the films referenced in this delightful piece of animation, but whether you recognize the films or not, this is a beautiful example of visual communication using a very simple graphic approach.]
  • [from steve_portigal] Scion presents Ed Emberley & Friends – [We had these books around the house as kids and they gave me a sense of UI design meets art before I knew anything about either topic. Nice to see the work has resonance so many years later] Ed Emberley's legendary drawing books inspired a generation of kids to become artists. In this show, Ed Emberley displays his original 1970's mockups alongside five grown-up artists who were influenced by him. Curated by Caleb Neelon, the artists include Raul Gonzalez, Seonna Hong, Matt Leines, Christopher Kline and Saelee Oh. For "Ed Emberley & Friends," each artist will create a six-foot-by-six-foot wood panel that is a mash-up of their own style and that of Ed Emberley's instructional drawing books. The tribute paintings will be exhibited alongside examples of each artist's individual work. After the show, each of the large painted panels will be donated for long-term display in children's hospitals around the United States.
  • [from steve_portigal] wanted: cultural change agencies [Influxinsights] – [Ed Cotton is perceptive as usual. My quibble – there's an opportunity for this type of agency but I don't know there's a market for it. Isn't selling services that don't look like other types of services you've bought before is its own challenge. Meanwhile most consultants I talk to, from insights, to brand, to interactive, to improv training, are all selling "culture change" as a second order effect. IDEO has productized it, of course. So maybe we're already selling this, just not in the way Ed sees it could happen] There's a market for a new type of agency- a cultural change agency. It's a new type of company that helps you work out who you are and doesn't walk away, it stays with you; it helps, it motivates, it inspires and it brings the moving parts of the organization together. Think of this new entity as a entirely new type of agency; one that inspires companies to change and get the best out of themselves by working from the inside out.

ChittahChattah Quickies

  • [from Dan_Soltzberg] Design by Use and object repurposing [Pasta&Vinegar] – [Nicolas Nova's written a nicely condensed post on Uta Brandes, Sonja Stich and Miriam Wender's book Design by Use: The Everyday Metamorphosis of Things. (Object re-use and re-purposing is a subject dear to our own hearts – see https://portigal.com/blog/new-uses-for-old-tools/ and https://portigal.com/blog/from-pain-points-to-opportunity-areas/ ) ] Among other sources, Nova quotes Metropolis: "The British sculptor Richard Wentworth once said, I find cigarette packets folded up under table legs more monumental than a Henry Moore. Five reasons. Firstly, the scale. Secondly, the fingertip manipulation. Thirdly, modesty of both gesture and material. Fourth, its absurdity and fifth, the fact that it works.”
  • [from steve_portigal] Shoppers on a ‘Diet’ Tame the Urge to Buy [NYTimes.com] – [Thanks to @gretared] This self-imposed exercise in frugality was prompted by a Web challenge called Six Items or Less (sixitemsorless.com). The premise was to go an entire month wearing only six items already found in your closet (not counting shoes, underwear or accessories). Nearly 100 people around the country, and in faraway places like Dubai and Bangalore were also taking part in the regimen, with motives including a way to trim back on spending, an outright rejection of fashion, and a concern that the mass production and global transportation of increasingly cheap clothing was damaging the environment. An even stricter program, the Great American Apparel Diet, has attracted pledges by more than 150 women and two men to abstain from buying for an entire year. (Again, undies don’t count.) Though their numbers may be small, and their diets extreme, these self-deniers of fashion are representative, in perhaps a notable way, of a broader reckoning of consumers’ spending habits.

Sexy 70s Ladies Are The Key


Les Clefs de Tennis, Brussels, Belgium, May 2009


Snap Klip, Portland, OR, July 2010

The aesthetic in both window displays is so clearly dated, it almost excuses the retrograde message. Seriously, using sex appeal to sell keys and key accessories? Grab a decade, retailers of key products in Portland and Brussels!

ChittahChattah Quickies

  • [from steve_portigal] Woody Allen Records His Stories As Audiobooks [NYTimes.com] – The discovery I made was that any number of stories are really meant to work, and only work, in the mind’s ear and hearing them out loud diminishes their effectiveness. Some of course hold up amusingly, but it’s no fun hearing a story that’s really meant to be read, which brings me to your next question, and that is that there is no substitute for reading, and there never will be. Hearing something aloud is its own experience, but it’s hard to beat sitting in bed or in a comfortable chair turning the pages of a book, putting it down, and eagerly awaiting the chance to get back to it.

E-books outsell hardovers

What’s there to say but, “it’s happened?” At Amazon, e-books are outselling hardover books.

Amazon hit a symbolic milestone last holiday season, when for one day its sales of e-books exceeded the number of dead-tree books it had sold.

Now the company has hit a more significant milestone, selling 143 e-books for every 100 hardcover books sold over the course of the second quarter. The rate is accelerating: For the past month, Amazon sold 180 e-books for every 100 hardcovers, and it sold three times as many e-books in the first six months of this year as it did in the first half of 2009. [via Wired]

Ironically, I just went to the Burlingame library and got myself a new library card. I loved libraries as a kid, and still do. The Kindle doesn’t have a place around it – it’s almost purely about content. But reading is so much more than the imbibing of content (see our Reading Ahead research for more about this).

Amazon’s customer reviews start to bring in some of the social aspect of reading, and it will be interesting to see whether the company goes further into the total reading experience, or remains primarily a provider of content and devices.

This Year We Make Contact With 2001 in 1968

Last night we watched the documentary Stanley Kubrick: A Life in Pictures. I was struck by this image, presumably from one of the premieres of 2001.

The visual elements of the movie (including production design, posters, typography, sets, models, special effects) were intended to depict, in 1968, the future. In this picture, there’s a remarkable contrast between the poster for the film, and everything else around it. The surrounding elements tell a story of the 60s – the cars, the signage, everything. And it might as well as be the 50s, or even the 40s. But the poster for the movie itself pops right out. The typography, the layout in the space, still look contemporary if not futuristic.

Looking back more than 40 years later, we can see the discontinuity between the world of what-was-then-today and the design-as-illustration-of-the future. One has to wonder how it felt in 1968. Was it even more dramatic (with the future stuff seeming really really future-y) or was it less dramatic (with the current stuff not seeing so ridiculously dated as it does now)?

ChittahChattah Quickies

  • [from Dan_Soltzberg] The clever furniture designs of OOOMS [Core77] – Some wonderfully playful furniture by Dutch firm OOMS. The "Low-Res Chair" at the bottom of the page is sheer genius.
  • [from julienorvaisas] The art of slow reading [www.guardian.co.uk] – [Will unplugging from technology really help us read more attentively, as the article suggests?] First we had slow food, then slow travel. Now, those campaigns are joined by a slow-reading movement – a disparate bunch of academics and intellectuals who want us to take our time while reading, and re-reading. They ask us to switch off our computers every so often and rediscover both the joy of personal engagement with physical texts, and the ability to process them fully.
  • [from steve_portigal] Pandora, MOG, Apple, and online music’s future [The New Yorker] – [Sasha Frere-Jones writes about the digital listening experience with clarity and insight] No one knows what the future of the music business will look like, but the near future of listening to music looks a lot like 1960. People will listen, for free, to music that comes out of a stationary box that sits indoors. They’ll listen to music that comes from an object that fits in the hand, and they’ll listen to music in the car. That box was once a radio or a stereo; now it’s a computer… Sometimes we will be the d.j.s, and sometimes the machines will be, and we may be surprised by which we prefer.

ChittahChattah Quickies

  • [from Dan_Soltzberg] The Media Equation – The Antenna Uproar – No Hair Shirt for Jobs [NYTimes.com] – [In the case of the missing iPhone signal, traditional publication Consumer Reports had more impact than younger, leading-edge media sources] How did Consumer Reports make Apple blink? In large measure, the article in Consumer Reports was devastating precisely because the magazine (and its Web site) are not part of the hotheaded digital press. Although Gizmodo and other techie blogs had reached the same conclusions earlier, Consumer Reports made a noise that was heard beyond the Valley because it has a widely respected protocol of testing and old-world credibility.
  • [from Dan_Soltzberg] Pop-Up Magazine [website] – [The return of the variety show? Media channel-bending experiment marries a magazine-esque approach to content with the ephemeral nature of live performance.]
  • [from steve_portigal] Concern for Those Who Screen the Web for Barbarity [NYTimes.com] – [Mind you, these consequences serve to reinforce the value of the service] With the rise of Web sites built around material submitted by users, the surge in Internet screening services has brought a growing awareness that the jobs can have mental health consequences for the reviewers. One major outsourcing firm hired a local psychologist to assess how it was affecting its 500 content moderators. The psychologist developed a screening test so the company could evaluate potential employees, and helped its supervisors identify signals that the work was taking a toll on employees. Ms. Laperal also reached some unsettling conclusions in her interviews with content moderators. She said they were likely to become depressed or angry, have trouble forming relationships and suffer from decreased sexual appetites. Small percentages said they had reacted to unpleasant images by vomiting or crying. “The images interfere with their thinking processes. It messes up the way you react to your partner.

ChittahChattah Quickies

  • [from steve_portigal] Taking Web Humor Seriously, Sort Of [NYTimes.com] – [Another great Rob Walker piece deftly unpacks Internet culture] The more traditional pundits and gurus who talk about the Internet often seem to want to draw strict boundaries between old mass-media culture and the more egalitarian forms taking shape online ­ and between Internet life and life in the physical world. Sometimes the pointless-seeming jokes that spring from the Web seem to be calling a bluff and showing a truth: This is what egalitarian cultural production really looks like, this is what having unbounded spaces really entails, this is what anybody-can-be-famous means, this is what’s burbling in the hive mind’s id. But the real point is that to pretend otherwise isn’t denying the Internet ­ it’s denying reality. Trickster expression, intentional or otherwise, doesn’t propose a solution but jolts you to confront some question that you might prefer to have avoided. Like what, exactly, am I laughing at?
  • [from steve_portigal] Microsoft’s proprietary BlueTrack™ Technology works on more surfaces than both optical and laser mice – [Technology solves problems we didn't know we had, like, mousing on carpet! Thanks, Microsoft!] Now track more accurately on: Granite, Carpet, Wood.

ChittahChattah Quickies

  • [from steve_portigal] Camp Half-Blood, a real camp based on the Percy Jackson books – Fans ask me, “Wouldn’t it be cool to go to Camp Half-Blood for real?” We hope you’ll become a part of our demigod family. We’ll do anything to keep kids interested in reading. Since your kids are such huge Percy Jackson fans and have basically memorized the books I felt that it was more important to create an environment, with engaging backstories, that run parallel to the books without copying. This allows your kids to become their own demigod characters within the world of Percy Jackson. Your demigod will get to have adventures and go on quests as their own story unfolds over the course of their camp session. They’ll learn and utilize critical lateral problem solving skills and use creative play and teamwork to win the day. We try to make meaningful connections between history, mythology, literature, art, science, sports, current events, language and rampant creativity. Oh yeah, sword training, chariot racing, archery, lava wall climbing, and phalanx training are pretty fun too.

Skill Building for Design Innovators (from CHIFOO)

At CHIFOO in Portland this week, I presented Skill Building for Design Innovators.

How can you broaden your sphere of influence within the field of human-computer interaction? You can start by building your muscles! Steve will take a look at some fundamental skills that underlie the creation and launch of innovative goods and services. He will discuss the personal skills that he considers to be “the muscles of innovators” and the ways you can build these important muscles, including noticing, understanding cultural context, maintaining exposure to pop culture, synthesizing, drawing, wordsmithing, listening, and prototyping. Along the way, he will demonstrate how improving these powerful skills will equip you to lead positive change.

Here are the slides and audio:



Listen to audio:

To download the audio Right-Click and Save As… (Windows) or Ctrl-Click (Mac)

ChittahChattah Quickies

  • [from steve_portigal] Report: EPA kills Chevy Volt’s 230 mpg rating [Autoblog Green] – [Thorny problem about how to give an actual rating of a car's performance when that rating is based on gasoline consumption and the car in question doesn't (really) use gasoline! The whole frame of reference for assessing the comparative economical/ecological performance of a breakthrough product is based on a slightly obsoleting technology. Craziness ensues!]
  • [from steve_portigal] How the Old Spice Videos Are Being Made [ReadWriteWeb] – A team of creatives, tech geeks, marketers and writers gathered in an undisclosed location in Portland, Oregon yesterday and produced 87 short comedic YouTube videos about Old Spice. In real time. Those videos and 74 more made so far today have now been viewed more than 4 million times and counting. The team worked for 11 hours yesterday to make 87 short videos, that's just over 7 minutes per video, not accounting for any breaks taken. Then they woke up this morning and they are still making more videos right now. Here's how it's going down. Old Spice, marketing agency Wieden + Kennedy and actor Isaiah Mustafa are collaborating on the project. The group seeded various social networks with an invitation to ask questions of Mustafa's character. Then all the responses were tracked and users who contributed interesting questions and/or were high-profile people on social networks are being responded to directly and by name in short, funny YouTube videos.
  • [from steve_portigal] Who’s Mailing What – [A very specific form of "competitive intelligence"] Every month the Who's Mailing What! Archive receives and analyzes approximately 4,000 to 5,000 pieces of direct mail in nearly 200 categories — consumer, business, fundraising, catalogs, and much more — forwarded to us from a network of correspondents around the country. Why? Because the best way to create successful direct mail is to study other company's mail to see which campaign and techniques show up again and again. If you're tracking a particular area of direct mail — you can go right to that category, see what we've received and discover: Who's mailing what, the offers, the control, the complexity of the mailing, whether there was 4-color work, sophisticated computer work, a poly envelope, a self-mailing format.

Backstage Pass

Our work brings us into intimate contact with people in their own environments, and we often get to see “back stage.” (Sociologist Erving Goffman used a model based on theater to talk about how people manage behavior in their everyday lives, referring to front stage and back stage realms and the differences in impression management that occur in each.)

There’s a moment that regularly occurs during fieldwork visits where the person we’re meeting with takes us into a hitherto shut room, opens a closet door to reveal something private, or simply goes to a new level of honesty and revelation in their discussion with us.

Places too have front stage and back stage elements, though these are often less closely guarded than those of individuals.

Here, front and back stage at a San Mateo ramen shop…

And below, explicit instructions to employees on how to transition between the front and back stage realms at an Alameda supermarket.

ChittahChattah Quickies

  • [from julienorvaisas] What’s with Steampunk? [More Intelligent Life] – [Subculture alert!] Inspired by the early science-fiction writings of Jules Verne and H.G. Wells, steampunk has a romantic, fantastical sensibility. It's not just a look, but an embrace of a nearly mythical era of mad science and weird contraptions at a time when most people rarely use their hands to make or discover anything. It is a subculture that uses virtual tools to honour the more crude and tangible kind. "Steampunk manages to be both conservative and progressive, backward-looking and forward-looking at the same time."
  • [from steve_portigal] What Futurists Actually Do [GOOD Blog] – When looking at the multi-variable, massively complex confluence of more than six billion free actors responding to (and continually creating) cultural, economic, and political forces, it is virtually impossible to plot a path to a definite and unambiguous future. And yet, we still use the singular—the future. Moreover, the future is not an end state. Tomorrow will someday be today, which will fade into yesterday. As our world moves through this unyielding passage of time, how people act in our world will determine just which of many possible futures we end up with. When we transform our notion of "the future" into visions of alternative futures, we transform our relationship to the very idea of change. We move from thinking we are heading toward an inevitable destination to seeing the world as a dependent, contingent, and therefore actionable, possibility space for us to design. Pluralizing "the future" makes us both more empowered and more responsible for our ultimate outcomes.

Value Proposition Escalation


Parking Lot Sign, Portland, OR, July 2010

Sure, we can rationally compare the price tag of one commodity over another, and can conclude that one is objectively cheaper. But what is the emotional benefit of choosing the cheaper one? This parking lot sign encourages us to pay ourselves a bit of a compliment for choosing them over another. A gentle example of escalating your offer.

ChittahChattah Quickies

  • [from julienorvaisas] Facebook gained only 320,000 new U.S. users [Wired.com] – [Significant shift in uptake for Facebook. So…. what follows saturation?] Have we reached the Facebook saturation point? That’s one possibility suggested by monthly growth data from Inside Facebook, which reports that they gained only 320,000 new U.S. users in June after a gain in May of more than 7.8 million. Moreover, the net’s dominant social networking site lost active users in the 18-25, 26-34 and 35-44 ranges, while gaining users in their mid-teens and middle years. One possibility is that the May and June controversies over privacy policies and dominance have kept the company from tremendous new growth and even led some to curtail their use. Another possibility is that it’s just a statistical aberration, or a result of changes to the advertising system, where Inside Facebook says it gleans its numbers. But there’s also the possibility that almost every American who has any interest in joining Facebook already has.
  • [from steve_portigal] You Shouldn’t Have to Pay to Talk To Your Own Customers [AustinStartup] – [Emerging issues and best practices in online customer support forums] A focus on great customer care has become, in the era of Zappos, not just a requisite checkbox, but an opportunity for differentiation, and a primary means of acquiring and retaining users (customer care as a revenue generator, not just a cost center). Those interactions are not just happening on customer care platforms – they’re literally happening around the web…Whether you are a brand, a developer, an entrepreneur, or a well-meaning customer or user, welcome to the wild wild west of customer care and the nasty underbelly of passionate user communities, where who owns the data is a very political issue, and there are more questions than answers, unfortunately.

ChittahChattah Quickies

  • [from Dan_Soltzberg] Power Players and Profanity: Talking About Talking Dirty on NPR [Bob Sutton: Work Matters] – The author of "The No Asshole Rule" talks about the role of profanity in work culture and leadership, and his recent interview on the topic for NPR All Things Considered
  • [from julienorvaisas] How facts backfire [The Boston Globe] – Researchers at the University of Michigan found that when misinformed people were exposed to corrected facts in news stories, they rarely changed their minds. In fact, they often became even more strongly set in their beliefs. Facts, they found, were not curing misinformation. Like an underpowered antibiotic, facts could actually make misinformation even stronger. Instead of changing their minds to reflect the correct information, they can entrench themselves even deeper. The general idea is that it’s absolutely threatening to admit you’re wrong,” says political scientist Brendan Nyhan, the lead researcher on the Michigan study.
  • [from julienorvaisas] Eerie relic of science history [Boing Boing] – [It's worth reflecting on the ethical boundaries of recruiting every once in awhile – though the Milgram study's ethical lapses went well beyond the use of questionable recruiting methods, of course.] This is the newspaper ad that recruited subjects for Stanley Milgram's obedience to authority experiments. As you can see, subjects were told they were being recruited to aid research on memory and learning. In reality, Milgram was studying how far down the path of evil average people would go, simply because someone in a lab coat told them to.

ChittahChattah Quickies

  • [from steve_portigal] Online, We Pay With Our Time Spent Searching [NYTimes.com] – [A brief musing about whether our time is worth more than our money but quickly devolves into a Google-will-save-us-all puff piece] Paying with time rather than money seems just as common on the Web. I jump through a number of hoops nearly every day to find my favorite television shows online, having cut my cable and TiVo DVR service to save about $110 a month. So to avoid paying about $3.60 a day, I instead spend 5 to 10 minutes searching for shows on Hulu.com or Clicker.com…As search becomes faster and smarter, it’s as if the Internet becomes a high-speed moving sidewalk whisking everyone to free loaves of bread. Paying for the search becomes irrelevant as the time spent searching becomes trivial. Mr. Singhal says he thinks it will get even better. “What we are optimizing,” he says, “is that you can have your bread and your cheese and soup and dessert all at the same time, and we put it on the table.”

ChittahChattah Quickies

  • [from julienorvaisas] STRANGEco MR. SPRAY – Shepard Fairey [strangeco.com] – [I was not considering purchasing one of these original-artwork/advertising-appropriation figures in the latest limited edition by Mr. Fairey… until I read about the 4 points of articulation. $84.99] We're pleased to announce MR. SPRAY, a new limited edition vinyl figure designed by internationally renowned artist Shepard Fairey! Mr. Spray is an original character created by the artist in 2004 as a street-art appropriation of an advertising character design of the 1950s. Mr. Spray is the first original vinyl figure design by the artist in eleven years and will be released in mid-July 2010. Mr. Spray is a rotocast vinyl figure, 11 inches tall. 4 points of articulation and packaged with an OBEY mini stencil.
  • [from steve_portigal] Money in the Bank? No, Sandwich in a Can [NYTimes.com] – An SEC lawsuit says that Mr. Wright promised returns of up to 24% on real estate investments, but that he put the money instead into Candwich development and other equally untried ideas. Along with sales of canned sandwiches ­ Pepperoni Pizza Pocket and French Toast in a can ­ Mr. Wright’s companies, under the banner of Waterford Funding, also invested in a company selling rose petals printed with greeting card sentiments and another selling watches over the Internet. Meanwhile, the Candwich concept perseveres. The president of Mark One Foods, Mark Kirkland, who said he patented the idea of putting solid food in a beverage container with the slogan, “Quick & Tasty, Ready to Eat,” said Mr. Wright promised full financial backing for Candwich production that never really materialized even as investors did. He said he believed that canned sandwiches would ultimately sell, and hoped to go into production later this year. The shelf life of a Candwich is excellent, Mr. Kirkland said.
  • [from steve_portigal] Reading in a Whole New Way [Smithsonian Magazine] – [Kevin Kelly reflects on the history of reading and the changes new technology has brought to this essentially fundamental activity] The amount of time people spend reading has almost tripled since 1980. By 2008 more than a trillion pages were added to the World Wide Web, and that total grows by several billion a day. Each of these pages was written by somebody. Right now ordinary citizens compose 1.5 million blog posts per day. Using their thumbs instead of pens, young people in college or at work around the world collectively write 12 billion quips per day from their phones. More screens continue to swell the volume of reading and writing. But it is not book reading. Or newspaper reading. It is screen reading. Screens are always on, and, unlike with books we never stop staring at them. This new platform is very visual, and it is gradually merging words with moving images: words zip around, they float over images, serving as footnotes or annotations, linking to other words or images.

ChittahChattah Quickies

  • [from Dan_Soltzberg] Book review: In the Loop – Knitting Now [we make money not art] – [Another form of handheld diversion – knitting. No chargers or connections necessary. Check out Mark Newport’s wonderful superhero pix halfway down the page.] In the Loop shows the different aspects of contemporary knitting practice and transforms our understanding of knitting away from retro hobby to mainstream craft and artform.
  • [from steve_portigal] An Evolution In The Data Collected By Economists [ABC News] – [Recalling the adage "You manage what you measure"] The US is deluged with economic data, yet figures cannot conclusively answer even the most fundamental questions. A handful of data-loving economists are pushing for alternative measures to provide a clearer picture of how well the economy is working. No one is talking about jettisoning the GDP, the broadest measure of the nation's economic output. By combining that information with deeper understanding of how people live, work and feel, officials hope to identify economic trouble spots more quickly and make better policy decisions. Two new sets of statistics are due to be launched next year. The Labor Department is working on an enhanced time use study to track what Americans do all day and how they feel about those activities, a project that draws on Krueger's academic research. The Commerce Department is planning a new poverty metric it hopes will provide a more up-to-date measure of which groups are struggling to meet basic needs.

ChittahChattah Quickies

ChittahChattah Quickies

  • [from steve_portigal] A Flag Isn’t Just A Flag In Soccer-Crazed Germany [NPR] – [Reminds me of some of the discussion we had at UPA after my presentation on culture, around German tension over signs of national pride] Some bars in Berlin and elsewhere are offering "flag-free public viewing" of all soccer matches. One garden bar is offering "all the games, all the goals, none of the national anthems." They offer a big willkommen for all "who love the game but don't want to be forced to watch it surrounded by patriotism, nationalism, chauvinism and colonialism, and who don't want to feel forced to support Germany." Achim Trautvetter helped create an alternative outdoor World Cup watching zone near an old industrial site in Potsdam just outside Berlin. He and the other organizers are gearing up for a big crowd Saturday. There are a humongous viewing screen, a canopy against the sun, lots of seating and plenty of beer and bratwurst in a friendly, flag-free surrounding. Co-organizer Max Dalichow says, "We all know about the German trauma and extreme nationalism."

ChittahChattah Quickies

  • [from Dan_Soltzberg] Fifty Ugliest Cars of the Past 50 Years: A Half-Century of Automotive Eyesores [BusinessWeek] – [Interesting to look at design from a "greatest misses" rather than a greatest hits point of view. Can't say though that I agree with all of the selections for ugliest car – I do have love in my heart for the AMC Gremlin]
  • [from steve_portigal] Pampers offers Rowley-designed diapers [The Associated Press] – [Interesting to hear a story about this trend on NPR's marketplace, suggesting that this was designed to appeal specifically to the mothers. Obviously since the chooser isn't the user here, that's nothing new in itself, but these brands are making explicit the idea of the product design being a reflection of the mom instead of a projection by the mom – here's who I am instead of here's who my kid is] Popular designer Cynthia Rowley has designed 11 styles of Pampers, including pastels, stripes, madras and ruffles. P&G says they'll be offered in Target Corp. stores beginning in mid-July. Jodi Allen, a P&G baby care vice president, says in a statement Wednesday that diaper performance comes first, but parents consider the look important, too. Pampers is the No. 1 worldwide brand in sales for the Cincinnati-based consumer products maker. Dallas-based competitor Kimberly-Clark Corp. last month launched U.S. sales of Huggies Jeans Diapers, giving babies' bottoms a denim style for the summer.

Make it work!

I put one of the new iPhones in my hand the other day after reading about the “iPhone Death Grip.” Sure enough, holding the phone naturally in either my left or right hand covered up at least two of the antenna bars that have been at the center of the recent Jobs vs. Users fracas.

According to an email published on MacRumors, Jobs’ take on the problem was: “Non issue. Just avoid holding it in that way.”

How is it that a company like Apple that is lauded for its focus on design puts out a handheld device that doesn’t work in the hand? Whether this is a cynical ploy to sell cases or just bad design, it points to a lack of respect for fundamentals.

What a year it’s been – cars that won’t stop, an oil spill deja vu that reveals an absolute lack of learning from past mistakes, phones that don’t make calls.

Mies van der Rohe said, “God is in the details,” I say survival is in getting the basics right.

An interview with Eric Ludlum of Core77


In 2009, Industrial Design supersite Core77 took the extraordinary step of launching its own product: the Dutch Master bicycle, made in New York City. While they had experimented with the Fila Blu Fom sneaker in 2006, this effort was marked by a more deliberate consideration for product design over mere cross-branding. I talked with Core77 partner Eric Ludlum about the Dutch Master effort and what it revealed. A condensed version of our conversation was published recently in Ambidextrous Magazine (view the PDF here) while the complete interview (which explores some other issues around craft production and craft consumption) is below.

Eric Ludlum: The Dutch Master project is a natural extension for Core and also myself. Having gone through the industrial design program at Pratt Institute, and then founding Core77, covering industrial design, with Stu Constantine and myself always being on the outside of the industry in terms of actually participating, but then covering it, watching it from the inside. The Dutch Master, and previous to the Dutch Master, the Blu Fom shoe have been our attempts at doing some product development and design.

In particular, the Dutch Master being more of a story than a product. Our background is as a magazine and place where design stories get told. So if there’s any kind of expertise we have it’s recognizing good stories and promoting them. With the Dutch Master, we actually got to write the story and promote it.

Steve Portigal: Was there an aspect of that with the story of the Blu Fom shoe?

EL: The Blu Fom was just a name, and actually, the concept behind it came from the model-making material designers used to use – mostly. There’s not too much use of it now, but the insulation foam that would be used to make the mock ups, either ergonomic models or actual look models of products. Definitely from my experience in school back in the mid-’90s, it was a staple of the process. With Core77, it was an insider take on industrial design. It was our insider wink-wink product. Very quintessential ID project. I think it was 2005 that we came out with it, and it had 300 pairs made by Fila. We worked with Phil Russo while he was there. Again, it really central to the story of it and the presentation on the web, pushing that out to other blogs, other web based media.

SP: So when you had this opportunity to write the story for Dutch Master, what is that story?

EL: With the Dutch Master, we wanted to take the starting point with New York City manufacturing. The interest level was there for a bicycle in Core77 because we’re all very interested in bicycling. A few of us actually commute by bike, so it was a natural product choice for us. But once we started getting down to the actual decision about what it was going to be and what the story was going to be, we were looking at New York City and the disappearance of manufacturing, and how really stunning it is to find something still made there.

That was the Worksman frame, and made in New York City for over 100 years. It formed the basis of the project. From there, it was like how do we create a product around it and extend the idea of New York City manufacturing and local production, as well as trying to be saleable. Hit some market price points that would make the project economically viable for us.

SP: That makes me think about who is the target customer. Did you have a sense of that?

EL: I guess there would be two. To some degree, we knew that the bike itself wouldn’t a real profit center for us. There’s the market of the consumer of ideas that’s out there on the Internet. In that case, it’s like a branding exercise for us. To be like, “Here is something we feel represents our nature as a company. Here is a way to communicate it to people.” There’s one market there, which is the much broader market. People consume that product by just seeing it.

Then the actual market for the bike itself: Through the process of developing the bike, the market started to move higher and higher based on this being a craft process where there’s a lot of skilled labor involved with actually producing it. It naturally tends to push the market price point higher. That informs the aesthetics of the products as well. Once you start moving into that higher rent neighborhood, it means that certain things are going to have to look a certain way. So inclusion of other accents on the bike, or an overall aesthetic that matches the rough luck look that you’d see out there in trendy restaurants or hotels.

SP: I had this reaction when I saw the bike, and I saw what it was selling for. I was surprised. I’m not a connoisseur of bikes. I haven’t shopped for a bike. I haven’t bought a new bike in a very, very long time, if ever. It wasn’t an informed perspective, but in general, I think of a bicycle as a commodity product. When I saw that it was more of an exclusive product, with some of what you’re describing it and at that price point, I was really surprised.

It makes me wonder in general about commodities going exclusive. Someone was telling me about heirloom chickens. I believe as a consumer that there’s more quality in those things. I wonder if you have any thoughts about this general movement towards many things being created at a level of – I’ve got to be careful with the word – I’ll call it exclusivity.

EL: Yeah, I think maybe in the case of the chicken as well, but definitely in the bike, the marketplace dictates where the opportunities lie for small run manufacturing or small run production. So the people who are very expert consumers of chickens or bikes, they are a tiny fraction of the overall market. They’re the ones who are willing to pay a premium, so now whatever your product is, it’s going to be a fairly low volume item, meaning that if you were going to have it as a sustainable business, the prices are going to have to have a fairly high margin, so you can keep going.

In the case of the bike, we’re doing them build-to-order, and putting them out there for sale on an ongoing basis. We want orders to trickle in a bit, so that production of the bicycle isn’t a chore that we hate because we’re squeaking just a little bit of profit out of it instead of other things we should be doing that would be making money. For it to be a viable product, it has to have some kind of ongoing benefit to the producer.

I don’t know about the gap between craft production and mass-market, how people would be able to bridge that, some kind of manufactured bespoke or semi-exclusive product. It seems like if the market really does kind of push you to one side or the other.

SP: You’re bringing the the producers frame in. I’m glad to get the benefit of your perspective on it because I think of it as a consumer in categories that I’m involved in as a consumer, like chickens or bikes or ice cream. You made an interesting point early on where you said that looking at what the manufacturing process was going to do to the cost, that then informs the design, the details, the trim, the materials, and so on. It has to be chosen in a way that supported the price point. Is that right?

EL: Yeah, definitely.

SP: So if you’re going to choose to do it in a small manufacturing way, it needs to be done in a way that is beneficial to the producer, and then the sort of details of the design have to send a specific message to the consumer. So you create a coherent story. I hate to bring up chickens again, but kind of a chicken and egg between the whole set of decisions. I guess it comes from choosing to be small manufacturing.

EL: Yeah. As an example, perhaps sports cars or other performance related products. Maybe like high-end electronics. The aesthetic becomes one of communicating that added performance, as an exclusivity or surplus of its abilities. I think that’s something that mass manufacturing picks up on and imitates in the mid-market, like in vehicles, for instance.

SP: There’s a look to an organic farmers’ market. You go into your grocery store, you can find some of those visual cues being replicated.

EL: Right now, it is a trend and will have a life cycle within the marketplace. It starts out as a fringe kind of happening, and then it will move, be adopted, and make its way through. I don’t know if we’re seeing that too much with actual consumer products, but we definitely see it with things like the chocolates or the craft brewing, like micro brews with the larger breweries. Budweiser or Michelob, even though they don’t replicate the taste of craft beers, they’re replicating the packaging and coloration.

SP: I read an article in the New Yorker about the craft brewing movement. They pointed out that micro brewing and craft brewing are actually very different. The scale of micro brewing is enormous relative to scale of craft brewing. You had mass breweries, and you had this micro‚Äëbrewery emerge that entered the public consciousness. That lasted for a while, and now you’ve got this even smaller business able to compete in some way for shelf space and for mind share. That wasn’t possible before.

EL: In that example, micro brews came out at a time when Internet wasn’t around. I feel that the Internet is what has helped drive a lot of the craft – the reemergence of interest in craft across the board. Just from DIY stuff that you see on the web to organizing small social groups or craft fairs or whatever. It seems like it really is the marketing or the communications, essentially. It’s the thing that has changed, where as even in the ’80s when you wanted to make alternative beer, if you wanted to continue to do it and make money off of it, you’d have to scale to a certain size to make it viable. Perhaps now, maybe the ethos of it has come around.

If you can just get by and consider “craft” as a profession and make enough money to support yourself with it, it’s a worthwhile thing to do with your time. Maybe it has gone hand in hand with the actual development of the communication channels that would allow you to sell your product or distribute it to a smaller set of stores or venues has gone hand in hand with emergence of that as a respectable or viable or attractive lifestyle.

SP: One of the threads I wanted to explore with this in the fact that we’re in a recession right now. Lots and lots of ink is being spilled about people giving up on this, not buying new stocks. They’re buying more Spam, or whatever it is we think people are doing.

At the same time, we’re learning about heirloom chickens and Core77 is putting out a higher priced bicycle, for example. Do you see any relationship between those two kinds of forces or events?

EL: With us and the Dutch Master, we knew that it wasn’t going to be a blockbuster for us. It wasn’t going to make a bunch of money. We’re doing it for the sake of doing it, being driven by the impulse to create. The economic climate, that contributed to that. If you’ve got a lack of options to really be productive economically, it is counter intuitive, but there’s a little less pressure for us to measure projects economically. Maybe it’s slightly defeatist, but I guess when it comes back to the value system, if the economic value system is being downplayed for companies or individuals within a certain economic time, you look for other value systems that can justify what you’re doing. In the case of the Dutch Master, the first audience that I mentioned that would consume the idea, if part of the idea was that a web magazine could produce a bike, why not. In a way, it’s an empowering idea. Creating things isn’t solely the domain of big companies or companies that have a focus on producing things. It’s just the idea that we’re pushing forward to that first audience – these things are possible. If you can put together a story behind it, you can probably do it on an individual level.

In our case, it’s throwing support behind the value system of craft, which is basically producing. There is value in making things by hand or just for the sake of producing. A form of expression via product. In our case the economic times have lead us to measure this project in those terms. A large part of it is not economic, it’s more ideas that it represents. I think in the case of crafts on the web, or with industrial design or furniture design, and people who are students or fresh out of school people who end up making projects that aren’t necessarily going to be produced ever, but will go out onto the blogosphere and get a fair amount of publicity, they’re being paid in “ego bucks.” Their idea is receiving some kind of play, not necessarily a direct relationship to some benefit to them in the future, either job offers or having their objects picked up. It’s rewarding itself because they do have this new venue that wasn’t there ten years ago. The web allows their ideas to receive some kind of feedback. It allows them to gather some momentum and enthusiasm from the audience. There’s certainly a part in Dutch Master of getting positive feedback. That’s just encouraging that there’s some kind of payment and producing something that people like. It’s untethered from economic – or the marketplace.

SP: A lot of the projects highlighted on Core77 are things that might fall under the label of bottom of the pyramid, really amazing design solutions where somebody takes materials that are worth nothing and solves some incredible problem through a real clever use of design. You guys have highlighted many of those stories. I don’t know what the price of the Nano car in India is, but it’s some manufacturing and design revolution that will create change in that society by producing this affordable vehicle. It makes me wonder about could Core77 create a story around a bicycle or something else. A $49.00 bicycle that has a story, showcases a different set of design values that you guys also champion.

EL: Certainly. In that case, there’d be a different starting point for us. The starting point we took with the Dutch Master, which was the local manufacturing in New York. Our price point was predestined to creep higher and higher. Resetting it to the starting point of a rural Indian manufacturer and their capability, whether it’s metal forming or some other natural resource that is readily available that could be packaged into something, that would definitely lead into an entirely different product.

The story is that the first audience for that would be the same. Ultimately, with the Dutch Master, the story we were trying to tell to our audience, which we always focus on more of the insider aspect of our total audience. So the people who are actually involved in the design that we really want to speak to. I think the Dutch Master might have been one of trying to show that we have some affinity for the values of craft versus the values of mass-market manufacturing, whereas in the case of that project, more of a humanitarian aspect, it would be communicating to the audience that it’s a worthwhile application of design. I think both of those ideas are generally accepted already. It doesn’t need too much pushing from us, either of them. I guess if we do have any thought leadership role within the industry, it would probably be more on that side, the humanitarian side. So perhaps for the next project.

SP: I’m so interested in this idea of a story as a starting point. It’s not what I expected. I think about my own consumer perspective, say being in a grocery store and seeing 28 different kinds of eggs that are 99 cents or $1.29. Next to that on the shelf are eggs that are $7.00. They’re markedly different. When I look at A versus B, the producer of B has some explanation for me about why this thing is better. So my assumption is always that these are the best eggs possible. They’re healthier. They taste better. The chickens aren’t abused. They’re heirloom chickens. The thing you get for paying four or five X of the commodity solution is better. You’re going to experience that. That’s not the point you’re coming from. It’s been really clear that you’re not really thinking about it in terms of those things. You’re starting with a story and a vision for what you want to put out there.

EL: Yeah, I think that it’s the result of who we are as an organization. We’re a magazine. Stories are our strength. For some other organization it would actually be the manufacturing knowledge or the design skills of that. I think it’s the nature of the organization. We try to be self aware our own abilities, what we could actually pull off. Actually make something interesting out of it. Those people who are focused on the ten-cent price difference with their eggs, their organizational capabilities are distribution, efficiencies, or whatever else. Obviously, we’re in a position to just launch things, but they’re not essential to our core business. They have to have some revenue generating aspect to them, but the storytelling aspect, since we’re in the business of generating editorial, if they do have a strong story to them, it could come out of the editorial budget if we’re looking at it that way. The product development is the development of a story, which would then be told in the magazine.

I think I suffer and we suffer at Core77 from the solipsistic tendencies of designers in general. We want to make stuff because we want to make stuff. Your initial response to the bike with the price point and the use of our social capital in support of a cause being misdirected as you point out in your example of with India. We sometimes don’t tend to measure things along that kind of good of the whole, where as maybe we’re just focused on what is going to make our day-to-day more interesting, and what is going to maintain our interest level in something. Given that Core77 is a collection of people, Allan being a definite advocate of the green humanitarian side of things, but perhaps not being involved in the manufacture of something, like with the Dutch Master, this came from a different place. than the editorial face of the organization. It’s just a different thing. If it seems a little perhaps trite in its origin, I think that possibly it is.

Note: Since this interview was conducted, Core77 has alluded to plans to open a retail space in Portland, OR. I can’t wait to see how the ideas Eric was talking about do or don’t manifest in the new store.

ChittahChattah Quickies

  • [from julienorvaisas] Austrian phone booths repurposed to charge electric vehicles [Springwise.com] – [Creative monetization of unconsumption.] Now that mobile phones are ubiquitous, public phone booths are fast becoming obsolete. In a bid to find a viable new use for its 13,500 phone booths around the country, Telekom Austria has begun converting them into battery recharging stations for electric cars, scooters and motorbikes. Unveiling its first phone booth-turned-recharging station in front of the company's Vienna headquarters in May, Telekom Austria announced plans to convert an additional 29 phone booths by the end of this year. During the initial trial period, recharging is free. The company eventually plans to charge a single-digit euro sum for the recharging service, with payments to be made via mobile phone.
  • [from julienorvaisas] Adding By Leaving Out: The Power of the Pause [Liz Danzico, interactions magazine] – [We have noted the power of the pause during interviews; Ms. Danzico explores the notion at points further down the design process.] I propose that we’re too impatient with the pause, and as a result, we’re missing out on a great deal. What would happen if, as communicators and designers, we became more comfortable with the pause? Because it turns out we can add by leaving out. The pause has power.
  • [from steve_portigal] Wonder Woman, 69, Has Style and Mythos Makeover [NYTimes.com] – “She’s been locked into pretty much the exact same outfit since her debut in 1941,” Mr. Straczynski wrote. "I wanted to toughen her up, and give her a modern sensibility.”…The new costume was designed by artist Jim Lee. Given the assignment, “my first reaction was, ‘Oh my gosh,’ ” Mr. Lee said. He welcomed the challenge: “When these characters become so branded that you can’t change things, they become ossified.”…The new look ­ with an understated “W” insignia, a midnight blue jacket and a flinty fusion of black tights and boots ­ is darker than the famed swimsuit-style outfit, and aims to be contemporary, functional….In 1968 Wonder Woman lost her powers, dressed mod and practiced martial arts. It took the attention of Gloria Steinem to protest the change, and to help get the Amazon back into her star-spangled duds. Ms. Steinem went on to use Wonder Woman on the cover of the first issue of Ms. magazine in 1972 with the line “Wonder Woman for President.”

Homer Simpson’s Duff Beer: Barley, Hops and Cultural Stories?


My first column for Core77, Homer Simpson’s Duff Beer: Barley, Hops and Cultural Stories? is up. Here’s an excerpt (but click through to see the whole piece):

We were in Rome a few weeks ago – essentially the bonus portion of my trip to Munich to speak about culture at the UPA conference. Turns out it’s cheaper to buy separate return tickets San Francisco-to-Rome and Rome-to-Munich, giving us an extra opportunity to explore. Upon arrival into Rome, we took the train into the city, with jet-lagged eyes upon early morning haze, grabbing clues from the random bits we could see out the window. As we passed through a train station, I spotted a young woman on the platform wearing a sweatshirt that read "Duff Beer" with the typeface and logo that is probably familiar to anyone who’s watched The Simpsons. I was intrigued at the notion that the Simpsons was popular enough in Italy that the young-and-hip would be not only be wearing clothing from the show but something more obscure than, say, Bart exclaiming "Non hanno una vacca, l’uomo!"

While the Duff website (in German) makes liberal use of the (dare I say it) comic Simpsons font, the copy emphasizes just regular beer stuff and offers no content that connects back to the actual Simpsons television show. This may be the most quiet, understated bit of post-modern marketing, evar. Even if the product doesn’t mention Homer or Springfield, we the consumer have Homer in our minds. We bring that experience to it. Sure, that information is not technically present in the product, so in theory one might come upon the product with no knowledge (that was the premise of The Gods Must Be Crazy). But Homer is everywhere in the culture (probably even in the Kalahari) – you probably can not feasibly experience this Duff Bier without that context.

ChittahChattah Quickies

  • [from Dan_Soltzberg] Swedish Artist Michael Johansson’s Shipping Container Art [Inhabitat] – [What makes this 3D collage so appealing: is it the scale? The playfulness? The clever conversation between shapes?] Shipping containers are often repurposed as houses, apartments and studios, but Swedish artist Michael Johansson sees them as building blocks for his sculptures.
  • [from Dan_Soltzberg] Saad Mohseni Is Afghanistan’s First Media Mogul [NPR] – [Afghan Star producer Saad Mohseni is seeding culture change in Afghanistan by broadcasting shows depicting alternate social mores] Through reality TV, dramas, and soap operas, Afghans are able to see things they hadn't been able to watch for years. Women talking to men, for instance.
  • [from Dan_Soltzberg] Tesla Raises Shocking Amount in NASDAQ Debut [Fast Company] – [Tesla takes it public. I have only anecdotal evidence as to the performance of their vehicles – the last time I was on the road next to a Tesla Roadster, it effortlessly smoked my turbo Miata – but Tesla seems like they're doing things right] For all its ambitions to revolutionize the electric car industry, Tesla Motors has only posted a profit once, back in July 2009. It has released just one car (the Roadster), and sells 10 vehicles per week. And yet Tesla's first day of public trading on the stock market has been an indisputable success.
  • [from steve_portigal] Nicolas Hayek, 82, Dies – Introduced Swatch – Obituary (Obit) – NYTimes.com – By the 1970s, the vaunted Swiss watch industry was in jeopardy. Japanese watchmakers had begun to undercut Swiss prices. And public tastes were shifting from the finely wrought analog timepieces in which Swiss artisans had long specialized to the pale flickering faces of mass-market digital watches. In the early 1980s, with no apparent remedy in sight, a group of Swiss banks asked Mr. Hayek to compile a report on how the watchmaking industry might best be liquidated. Instead, he merged two of its former titans, Asuag and SSIH, which between them owned brands like Omega, Longines and Tissot. Mr. Hayek bought a majority stake in the reorganized group, known as SMH. In 1983, SMH introduced the Swatch. Lightweight, with vibrantly colored bands and breezy novelty faces, it was remarkably inexpensive to produce. (with 51 parts, as opposed to the nearly 100 needed to make a traditional wristwatch.) It retailed for less than $35 when it was first marketed in the United States later that year.

ChittahChattah Quickies

  • [from steve_portigal] On the Road – Complaints of Poor Attitude in Airport Body Scans [NYTimes.com] – [Why does a change in process and design generate such a dramatic change in behavior?] By far, most readers wrote to complain about screeners who were rude. Helaine Fendelman said she felt as if she were in a cage as a screener “yelled at me about why I wasn’t paying attention to those who had proceeded me” through the machine. Elizabeth Wiley wrote of the “generally bullying air of the experience.” Melissa Hickey said a screener “barked orders at me as if I were a common criminal.” Bob Michelet agreed with my view that being ordered around was a “boot camp-like experience,” as he put it. Mary P. Koss said she didn’t like being “yelled at” after a screener decided her fingers were not forming a triangle as instructed while she held her hands over her head. “When I exited the machine, I was yelled at again to stand in place,” she said.
  • [from steve_portigal] Starbucks "Olive Way" test store aggregates Starbucks concepts [The Associated Press] – [While I applaud Starbucks for focusing on the quality of their core product – the coffee – I'm not sure that their secondary product – the experience- will benefit from closeness to the baristas. They need to makeover the staff brand before customers will seek them out] What succeeds at Olive Way will most likely be spread to other Starbucks stores around the country. With muted, earthy colors, an indoor-outdoor fireplace, cushy chairs, and a menu with wine from the Pacific Northwest's vineyards and beer from local craft brewers, this 2,500-square-foot shop in the Capitol Hill neighborhood will reopen in the fall with espresso machines in the middle. The machines at Olive Way will be part of what executives call a coffee theater. Counters will be narrower — a slim as a foot in some places — to bring customers closer to baristas; the machines will brew one cup at a time to extract deeper flavor from beans. The store will be the chain's only location that sells beer and wine in the U.S
  • [from steve_portigal] Introducing New Core77 Columnist Steve Portigal! [Core77] – [I'll be writing something monthly for our friends at Core77]

ChittahChattah Quickies

  • [from julienorvaisas] App Creep and the Case for the Mobile Browser [www.gigaom.com] – [Interesting blog post observing that apps, as they are all at the same level, create confusion and navigation issues when they start to pile up into the 100s, and wondering how app-creep will affect behavior and choices both for consumers and providers.] Contrary to what some are predicting will be a stronger movement toward native apps and a marginalization of the browser in the age of the mobile web, I see something different: an eventual balancing out. Native apps will always be on mobile phones, but as a kind of premier gallery of a person’s most beloved ones. Sooner than later, most companies seeking our attention will do so through a browser.
  • [from julienorvaisas] Doodle Jump Reaches Five Million Downloads [Bits Blog – NYTimes.com] – [Doodle Jump continues to leap into cultural relevance one little, tiny platform at a time.] Doodle the Doodler has appeared on the Jimmy Fallon “Late Night” show and has shown up in fashion accessories for Lady Gaga, among others. Meanwhile, Doodle Jump constantly updates with new designs to give the game a new look. The brothers recently released a soccer theme and plan to release an underwater theme in the coming months. The brothers are also looking into creating an animated series based on Doodle the Doodler and the monsters in the game. As my colleague Jenna Wortham reported in April in The Times, Doodle Jump fans can also expect an iPad application.
  • [from Dan_Soltzberg] Perpetual Storytelling Apparatus [Julius von Bismarck & Benjamin Maus] – [This automated drawing machine provides a new way to synthesize and examine cultural trends. The machine uses a visual language derived from patent drawings to translate the text from best-selling books into illustrations] Seven million patents — linked by over 22 million references — form the vocabulary. By using references to earlier patents, it is possible to find paths between arbitrary patents. They form a kind of subtext. New visual connections and narrative layers emerge through the interweaving of the story with the depiction of technical developments.
  • [from Dan_Soltzberg] Stop-Motion Papercraft Storytelling [trendhunter.com] – [The Inventor of Onitsuka Tiger and Asics athletic footwear recounts with an origami-based video how he got started and how Asics develops new ideas. The narration is a little out of sequence with the visual, but it's still a great piece of storytelling]

Reductive Neighborhood Wiki

Over the course of a few weeks, a bold neighborhood declaration was edited down until it disappeared, leaving only a faint impression. I appreciated the casual, gradual collaboration implied by this erosion.

Also funny that all the weeds disappeared along with the messsage.

See also:

Dan’s recent musings on a piece of graffiti he ran across.

The most important meal of the day

Culture eating strategy for breakfast at a recent custom car show…

Every company wants consumer loyalty, but not every organization knows what to do with it. The kind of fandom that expresses itself as a brand militia, while a tremendous asset, is not a force easily controlled from the top.

In a New York Times article on Chevrolet’s recent attempt to wrangle their identity back from the people by mandating GM staff to say “Chevrolet” rather than “Chevy,” Corvette racer Dick Guldstrand explains:

Once it became an American icon, America took it away from G.M. They made it a Chevy. You’re doing a disservice to all the people by telling them not to call it a Chevy.

Whether you’re talking about consumers or the members of an organization itself, a strategy based on top-down control leaves little room for passionate engagement. Cisco CEO John Chambers is remaking that organization’s entire structure around the perspective that

Leadership is not really about delegating tasks and monitoring results; it is about imbuing the entire workforce with a sense of responsibility for the business.

Ongoing engagement – through shared responsibility and shared identity – builds loyalty. And this process can only happen if an organization or brand leaves room for people’s agency, so they can create a sense of ownership and meaning for themselves.

ChittahChattah Quickies

  • [from julienorvaisas] 2010 IDEA Awards [www.fastcodesign.com] – [One could easily spend days awash in inspiration – everything from forklifts to trash cans to hotel service design.] There are few awards in the world of design as eagerly followed and proudly worn as the Industrial Design Excellence Awards–or IDEA–given out by the Industrial Designers Society of America. This year, Fast Company and Co Design are happy to announce the winners–complete with detailed write-ups, images, a searchable database, and even an Olympics style infographic showing who leads in the medal count.
  • [from steve_portigal] DODOcase: A perfect blend of the traditional feel of a book with the technological power of the iPad. – [More collisions between traditional form factors and digital form factors. It's interesting to see conceptual explorations in the recent Kindle era becoming actual products in the nascent iPad era] The limited first edition iPad DODOcase is inspired by the journals of our favorite artists. Made by hand in San Francisco, California using traditional book binding techniques, the DODOcase brings a classic look to protecting your iPad. (Thanks, @elreiss)

ChittahChattah Quickies

  • [from julienorvaisas] Google Voice Now Available to Everyone in the U.S. [Fast Company] – [Spend a few minutes with this fun, fascinating, rich infographic describing A Modern History of Human Communication] Google Voice, which began as an app called GrandCentral before Google bought it back in 2007, is a difficult beast to explain. It's sort of like a phone management system–it gives users one number which, when called, rings however many devices that user wants (cellphones, landlines, work phones, whatever). It provides an alternate web-based voice mail system which transcribes voice (sometimes well, sometimes with odd and hilarious mistakes) and pops the messages into your email for listening or reading. It's also a mobile app for Android and web (that web app can be used by the iPhone and Palm's WebOS phones) that can place outgoing calls.
  • [from steve_portigal] A Moleskine Cover for your Kindle? [Design Sojourn] – [Associating your analog experience with a digital product: sometimes it evokes relevance, sometimes it screams desperation. Moleskine?] The interesting question with this Kindle cover is whether people associate the Moleskine brand with the design of its product/cover and or associate the brand with the product’s function i.e. sketchbooks? Whether this Kindle cover makes sense or not, it is always interesting to see how brands with strong design languages leverage it on product extensions. They even have a cool design justification that does make sense: "The very idea of this new cover came from the Moleskine “notebook hackers”, who create their own custom-made accessories weaving together paper pages and digital tools. Throughout the web, hundreds of communities and discussions can be found where such Moleskine “hackers” publish their inventions. Dedicated blogs, Flickr pages, and even YouTube videos highlight the power and vitality of the Moleskine digital-analog connection."

ChittahChattah Quickies

  • [from julienorvaisas] BJ Fogg’s Behavior Grid – Stanford [www.behaviorgrid.org] – [This framework is helpful in thinking about how new products, services or technologies influence or ask people to change behavior.] This grid describes 15 ways behavior can change. The purpose is to help people think more clearly about behavior change. Each of the 15 behaviors types uses different psychology strategies and persuasive techniques. For example, the methods for persuading people to buy a book online (BlueDot Behavior) are different than getting people to quit smoking forever (BlackPath Behavior). My new terms give precision. But this innovation goes beyond identifying the 15 types of behavior change and giving them clear names. I also propose that each behavior type has its own psychology. And this has practical value… the Behavior Grid can help designers and researchers work more effectively.

Harley-Davidson Invites Cognitive Dissonance

Harley-Davidson is probably close on the heels of Apple as one of the brands most cited as an admirably authentic brand, with people who aren’t merely customers purchasing product, but rather fans evangelizing and incorporating/reflecting the brand into every aspect of their being…

…and employees/executives who walk the walk and talk the talk.

True cred all around. But Harley-Davidson is a bit of a schizophrenic brand. It’s impressive that the brand is able to credibly support two sets of core customers who seem like they would be at best uncomfortable with each other: hard-core lifestyle biker dudes and chicks (anti-establishment, subculture) and weekend-warrior gentlemen or gentlewomen hobbyists (well-to-do, mainstream).

Across from the Harley-Davidson museum in Milwaukee sits a new high-end boutique hotel to draw motorcycle enthusiasts. The Iron Horse clearly caters to the income bracket of the weekend-warrior…

…but holds bike events there that celebrate and attract hard-core bikers. These pictures, courtesy of Stefanie Norvaisas, were taken at a recent “Bike Night” at the Iron Horse.

Then again, perhaps I’m being unfair. Maybe there’s more overlap between these two types of “users” than just looking at the extreme points of the scale would suggest. So often we think we have the customer figured out only to have those assumptions shaken up after a bit of fieldwork. It’s easier to pigeonhole and design for one imagined (probably exaggerated) type of customer, or persona. Harley-Davidson has shown that by celebrating the blurry lines between customer types a brand can invite strange but surprisingly comfortable bedfellows.

See Also:

  • Steve discusses Harley in Interactions magazine. Ships in the Night (Part I): Design without Research

Steve speaking at User Experience Hong Kong

I’m thrilled to be invited to speak at the first User Experience Hong Kong, taking place next February. Organized by my good friends at Apogee, the event also features a number of super smart (and super nice!) folks: Steve Baty, Janna DeVylder, Rachel Hinman, and Gerry Gaffney.

I’ll be leading a workshop entitled “Well, we’ve done all this research, now what?”

One of the most persistent factors limiting the impact of user research in business is that projects often stop with a cataloging findings and implications rather than generating opportunities that directly enable the findings. As designers increasingly become involved in using contextual research to inform their design work, they may find themselves holding onto a trove of raw data but with little awareness of how to turn it into design. How can designers and researchers work with user research data to create new things for business to do?

Almost related: Pictures from my last Hong Kong trip (2006)

ChittahChattah Quickies

  • [from steve_portigal] Soap Operas in the Arab World Yield Their Own Soft Power [NYTimes.com] – [The cultural power of stories] Turkish TV has given the soap a fresh twist by making the connivers, kidnappers and canoodlers Muslims. And it is Arab audiences, even more than Turks, who have been swept off their feet. Through the small screen, Turkey has begun to exercise a big influence at Arab dinner tables, in boardrooms and bedrooms from Morocco to Iraq of a sort that the United States can only dream about. Another consequence of the show: the sudden, spectacular boom in Arab tourism to Turkey. Millions of Arabs now flock here. Turkish Airlines has started direct flights to gulf countries (using soap stars as spokespeople). Turkish travel companies charter boats to ferry Arabs who want a glimpse of the waterfront villa where “Noor” was filmed. If this seems like a triumph of Western values by proxy, the Muslim context remains the crucial bridge. “Ultimately, it’s all about local culture. People respond to what’s familiar.” By which he meant that regionalism, not globalism, sells.

ChittahChattah Quickies

  • [from steve_portigal] ALT/1977: WE ARE NOT TIME TRAVELERS [Behance] – [Alex Varanese's thought-provoking concepts go beyond blogosphere-hipster-silliness to really provoke reflection on design and functionality often taken for granted] What would you do if you could travel back in time? Here's what I'd do after that: grab all the modern technology I could find, take it to the late 70's, superficially redesign it all to blend in, start a consumer electronics company to unleash it upon the world, then sit back as I rake in billions, trillions, or even millions of dollars. I've explored that idea in this series by re-imagining four common products from 2010 as if they were designed in 1977: an mp3 player, a laptop, a mobile phone and a handheld video game system. I then created a series of fictitious but stylistically accurate print ads. I've learned that there is no greater design element than the anachronism. I've learned that the strongest contrast isn't spatial or tonal but historical. I've learned that there's retro, and then there's time travel.
  • [from julienorvaisas] 10:10 Tags Symbolize Committment to Climate Change [10:10global.org/uk] – [The fact that this tag is tangible but also symbolic rather than overt, and versatile enough to be carried on the body as a daily reminder of a commitment to the cause of climate change can help change behavior and improve compliance, as well as subtly telegraph solidarity.] The 10:10 Tag is made from a recycled jumbo jet, and can be worn on the neck, wrist, lapel or leotard to symbolise your 10:10 commitment. Whether you pin it to the lapel of your business suit or thread it through the laces of your skateboard trainers, your 10:10 Tag shows others that not only do you know how to accessorise; you’re also part of the solution to climate change.
  • [from Dan_Soltzberg] Grateful Dead scholar in heaven at UC Santa Cruz [SFGate] – [More big things happening at my Alma Mater] The ultimate job in Dead-dom is in Room 1370 at McHenry Library at UC Santa Cruz. The door is marked by the steal-your-face logo, and superimposed over it reads the name Nicholas G. Meriwether, Grateful Dead Archivist.
  • [from julienorvaisas] Ariely’s Upside of Irrationality: using irrational cognitive blindspots to your advantage [Boing Boing] – [We've seen the principles of behavioral economics applied to help us understand and explain consumers irrational choices in a business context, now here's a self-help book helping us apply them to our own everyday lives.] Upside of Irrationality is a mostly successful attempt to transform the scientific critique of the 'rational consumer' principal into practical advice for living a better life. 'Mostly successful' only because some of our habitual irrationality is fundamentally insurmountable — there's almost nothing we can do to mitigate it.
  • [from steve_portigal] Text 2.0 – What if your book really knew where you are gazing at? – [This is essentially one of the concepts we proposed from our Reading Ahead research – where an eyetracker in a digital book manipulates the text dynamically based on your gaze. In our use case, we addressed the interrupt-driven commute reading revealed by our research. If the book saw you looking away, it could mark your spot to enable more efficient resuming]
  • [from steve_portigal] Twitter a hit in Japan as millions ‘mumble’ online [Yahoo! News] – Japanese-language Twitter taps into a greater sense of individuality in Japan, especially among younger people less accepting of the Japanese understatement and conformity. 16.3% of Japanese Internet tweet 16.3% (vs. 9.8% in US). "Japan is enjoying the richest and most varied form of Twitter usage as a communication tool…It's playing out as a rediscovery of the Internet.” It's possible to say so much more in Japanese within Twitter's 140 letters. "Information" requires just 2 letters in Japanese. Another is that people own up to their identities on Twitter. One well-known case is a woman who posted the photo of a park her father sent in e-mail before he died. Twitter was immediately abuzz with people comparing parks…"It's telling that Twitter was translated as 'mumbling' in Japanese," he said. "They love the idea of talking to themselves," he said…"In finding fulfillment in expressing what's on your mind for the moment, Twitter is like haiku," he said. "It is so Japanese."

Photographer Michael Schmidt on Failure


Photographer Michael Schmidt, from the exhibit Grey as Colour
at the Haus der Kunst in Munich.

I once described myself as a dead-end photographer, meaning that I always wander into a dead end and find no way out. I then accept this condition and at some point I am back out. This means that failure is an integral part of my work process.

ChittahChattah Quickies

  • [from steve_portigal] Ring Pops Inspire Mariah Carey Fragrances [ NYTimes.com] – [Perhaps this is the future: multi-layered endorsement/licensing/line-extensions/cross-promotions] Mariah Carey’s Lollipop Bling, three fragrances that Elizabeth Arden based on candy flavors and that will appear in stores soon, is the product of a partnership with the Topps Company, which makes Ring Pops. “Topps sells tens of millions of units of candy,” said E. Scott Beattie, chief executive at Elizabeth Arden, which also has fragrance licensing deals with celebrities including Britney Spears, Danielle Steel and Elizabeth Taylor. “Combining their customer base with Mariah Carey’s fan base and our fragrance base is a great way to cross-promote all the brands.” While the scents “take a candy element as a thread to be woven in a fragrance,” they do so in a way that “elevates candy into a prestige environment,” she said. (Thanks, Gavin!)
  • [from Dan_Soltzberg] Bowman vs Google? Why Data and Design Need Each Other [OK/Cancel] – [Tom Chi's thoughtful post on how engineering and design need to work together] "Design is really a kind of multi-variate optimization of extreme complexity…I’ve often said that 'Art is about freedom while Design is about constraints.'”
  • [from Dan_Soltzberg] INTERVIEW: Sougwen [Design Noted from Michael Surtees] – [Nice reframing of drawing from a method of artifact production to a way of creating experiences] "I’m pushing a process with my work that counters the preciousness that some designers find fascinating. My performances are expressions of drawing as an activity, not about making a pristine or perfect image."

ChittahChattah Quickies

  • [from steve_portigal] Rent a White Guy [The Atlantic] – And so I became a fake businessman in China, an often lucrative gig for underworked expatriates here. One friend, an American who works in film, was paid to represent a Canadian company and give a speech espousing a low-carbon future. Another was flown to Shanghai to act as a seasonal-gifts buyer. Recruiting fake businessmen is one way to create the image—particularly, the image of connection—that Chinese companies crave. My Chinese-language tutor, at first aghast about how much we were getting paid, put it this way: “Having foreigners in nice suits gives the company face.” We were supposedly representing a California-based company that was building a facility in Dongying. Our responsibilities would include making daily trips to the construction site, attending a ribbon-cutting ceremony, and hobnobbing. During the ceremony, one of us would have to give a speech as the company’s director. That duty fell to my friend Ernie. His business cards had already been made. (via @Kottke)
  • [from julienorvaisas] Hey Facebook! Here’s your privacy redesign [Fortune.com] – [The community is now literally begging Facebook to fix this issue. Free design!] We asked several leading user experience designers how they'd overhaul the social network's obtuse privacy settings interface if given the chance. Here, in their own words, are their innovative solutions.
  • [from steve_portigal] For Forgetful, Cash Helps the Medicine Go Down [NYTimes.com] – [The challenge of marketing, design & other forms of corporate persuasion is revealed when you see that people need incentive/motivation to take medication] One-third to one-half of all patients do not take medication as prescribed, and up to one-quarter never fill prescriptions at all, experts say. Such lapses fuel more than $100 billion dollars in health costs annually because those patients often get sicker. Now, a controversial, and seemingly counterintuitive, effort to tackle the problem is gaining ground: paying people money to take medicine or to comply with prescribed treatment. The idea, which is being embraced by doctors, pharmacy companies, insurers and researchers, is that paying modest financial incentives up front can save much larger costs of hospitalization…Although “economically irrational,” Dr. Corrigan said, small sums might work better than bigger ones because otherwise patients might think, “ ‘I’m only doing this for the money,’ and it would undermine treatment.”
  • [from steve_portigal] Creativity thrives in Pixar’s animated workplace [SF Chronicle] – At another company, the employee in Payne's position might be a feared corporate rules-enforcer – the guy who tells you not to put tack holes in the plaster or forbids you from painting over the white walls next to your cubicle. But the architect and 14-year Pixar veteran embraces the madness. Among the more creative additions on the campus: One animator built a bookcase with a secret panel – which opens up into a speakeasy-style sitting area with a card table, bar and security monitor. Other employees work in modified Tuff Sheds, tricked out to look like little houses with front porches and chandeliers. "Sometimes I just have to let go," Payne says with an amused sigh, as he walks into a newer building with a high ceiling – where someone has interrupted the clean sightlines with a wooden loft. A couch and a mini-refrigerator are balanced 10 feet above the floor. [Did a mini-ethnography of Pixar a few years ago and the cultural factors around creativity and community were outstanding]

From Pain Points to Opportunity Areas

The subtle difference between a knob and a lever.

An unexpected interaction with a familiar object.

At a restaurant in San Mateo, the knob from a stove replaces the toilet flush lever. Each of us who use the toilet that evening come back to the table struck by what an unexpectedly pleasant experience it is to turn the knob.

As a researcher or designer, you are not going get to this surprisingly delightful interaction if you constrain your thinking around the idea of pain points – i.e. what is not working for people. Of course no one is going to buy your company’s toilet if it leaks or doesn’t flush – products need to perform their primary functions reasonably well – and as part of an exploration of user experience it’s necessary to find out whether this is indeed the case. But if you are laser-focused on the question “What’s not working for you?” you’ll miss all sorts of opportunities.

In our research engagements we like to include discussion with people about the things in their lives that are working really well for them – inside and outside the focus areas of the project. By figuring out what’s at the heart of these interactions, we might learn, for example, something about the way a service works that we can apply to the development of a product. Or a person might say “I just love the way the big chunky knobs on my Viking stove feel.” And it might be the transposition of this small finding in an ideation session that helps our client go on and create innovative toilets.

We encourage our clients to move from focusing on pain points to thinking about Opportunity Areas. We use what we learn out in the field to point them in promising directions, with a focus on asking “How can we __________ ?”

ChittahChattah Quickies

  • [from julienorvaisas] New Artisanal Pencil-Sharpening Project [Details Magazine] – [It looks like the artisanal food and craft movement may be fading in cultural relevance if it's subject to this level of brutal skewering.] "What better to complement your collection of limited-edition notebooks, small-batch liquors, and locally sourced honey than a pencil sharpened by a true artisan? David Rees, author of the comic book series Get Your War On and My New Fighting Technique is Unstoppable, discovered his passion for sharpening pencils while working for the U.S. Census Bureau. Now he's parlaying his old-school skills into a mail-order artisanal pencil-sharpening business."
  • [from steve_portigal] An App for ‘Despicable Me,’ to Use at the Theater [NYTimes.com] – [Is there a difference between multimedia enhancement and advertising-supported distraction?] Best Buy Movie Mode is being released in connection with “Despicable Me,” an animated 3-D movie in which an aspiring supervillain named Gru inherits three little girls. The marquee feature of the app is called the Minionator, which translates the gibberish of Gru’s little yellow henchmen called Minions. In theaters, the Minionator will work only during the closing credits, but on Blu-ray disc throughout the movie. “It is disturbing to have people doing things that take people out of the movie,” said Patrick Corcoran, director of media and research for the National Association of Theater Owners. Many theaters warn patrons to turn off their phones. Movie Mode tries to appease those who dislike distractions. The app automatically turns off a phone’s ringer and dims the screen to discourage texting. It does not disable the phone. It will still vibrate.
  • [from steve_portigal] Black Taxis offer tours of Belfast [SF Chronicle] – The Black Taxis of Belfast grew out the height of the Troubles. City buses were subject to bomb and sniper attacks as they passed through the strife-torn neighborhoods. Safe passage had to be arranged via taxi, and the taxi drivers could only operate within, never across, each neighborhood's boundaries, The ads for Black Taxi tours promise a neutral historical narrative. That's a tall order, as many drivers have a genuine history on one side of the conflict or the other. Some lost family members. Everyone lost friends. Still, the mere fact that the murals are now a tourist attraction, rather than a touchstone for violence, may signify that peace has actually arrived in Belfast. "We debated whether to encourage this trend or to downplay it," said Bernard McMullan, a representative of Tourism Ireland, of the popularity of the Black Taxi tours. "But in the end, we decided that it was an important part of our history. There's no point in denying it. Besides, it's interesting."
  • [from steve_portigal] Nissan adds noises to Leaf electric vehicle as safety precaution [WaPo] – [The design challenge of creating new, yet familiar feedback cues] After exploring 100 sounds that ranged from chimes to motorlike to futuristic, the company settled on a soft whine that fluctuates in intensity with the car's speed. When backing up, the car makes a clanging sound. Nissan says it worked with advocates for the blind, a Hollywood sound-design company and acoustic psychologists in creating its system of audible alerts. Nissan's sound system is the first created by a major manufacturer. The company says it is controlled by a computer and synthesizer in the dash panel. The sounds are delivered through a speaker in the engine compartment. A switch inside the vehicle can turn off the sounds temporarily, but the system automatically resets to "on" at the next ignition cycle. At speeds greater than 20 mph, any car, electric or not, makes significant noise because of the tires slapping on the pavement, engineers say. The noises for the Nissan operate only at the lower speeds.

Airport Pickup

At the Munich airport I saw something I hadn’t seen before at any airport: gleaners or freegans or binners – people who moved through the pre-security part of the airport, rifling through trash cans to see if there was anything in there worth saving. In just a few minutes in one spot we saw three people come by and investigate our nearby can. The gentleman pictured above made his second pass a minute or two later. In addition to this atypical-at-an-airport behavior, these folks were all dressed – and conducted themselves – like travelers. They walked purposefully from zone to zone. Their clothes were clean and presentable while their bags for carrying whatever they scrounged were not unlike bags that we might carry on a trip. I wouldn’t have given them a second look if it hadn’t been for the act of putting a hand into a garbage can.

To what extent are they tolerated for not upsetting the real travelers by appearing “homeless?” What are the economics of factoring to- and from-the-airport travel into a day’s worth of garbage picking? On a continuum between substance-abuse/mental-illness driven homelessness and self-selected outsiders/off-the-grid types, where do these folks reside?

ChittahChattah Quickies

  • [from julienorvaisas] David Brooks Defends the Humanities [NYTimes.com] – "Let me stand up for the history, English and art classes, even in the face of today’s economic realities. Studying the humanities improves your ability to read and write. No matter what you do in life, you will have a huge advantage if you can read a paragraph and discern its meaning (a rarer talent than you might suppose). You will have enormous power if you are the person in the office who can write a clear and concise memo. Studying the humanities will give you a familiarity with the language of emotion." [Brooks veers into strange territory with his idea of the Big Shaggy, but makes a compelling argument for how powerful an education in the sometimes seemingly-pointless Humanities can be in the world of business (a message well-received by the girl with a degree in Art History).]
  • [from Dan_Soltzberg] Does the Internet Make You Smarter? – WSJ.com – "The case for digitally-driven stupidity assumes we'll fail to integrate digital freedoms into society as well as we integrated literacy. This assumption in turn rests on three beliefs: that the recent past was a glorious and irreplaceable high-water mark of intellectual attainment; that the present is only characterized by the silly stuff and not by the noble experiments; and that this generation of young people will fail to invent cultural norms that do for the Internet's abundance what the intellectuals of the 17th century did for print culture." [Clay Shirky's article is peppered with great insights about the intersection of information-sharing platforms and culture.]
  • [from steve_portigal] Banana museum splits for new digs [SFGate.com] – The 17,000 items, everything from a "rare" petrified banana to a banana-shaped boogie board, was lovingly collected over 38 years by Ken "The Bananist" Bannister. The Bananist, who sells real estate for a living, kept it at his International Banana Museum in the Mojave Desert town of Hesperia. Plans are for the museum, listed by the Guinness Book of World Records as the largest collection dedicated to a single fruit, to reopen in January in this dusty town on the edge of the Salton Sea. Garbutt, who unlike Bannister was never much into bananas, is busy learning everything he can about the potassium-rich fruit that can be served in a variety of ways, including fresh-peeled, deep-fried or frozen and dipped in chocolate. He plans to open the museum next door to Skip's Liquors, which his family has owned since 1958. He says he hopes it will boost business there.
  • [from steve_portigal] G.M. Backtracks on Chevy Memo [NYTimes.com] – [The nickname, when authentic (we're looking at you "The Shack") is a powerful way of people to take ownership of a brand meaning. GM inadvertently unleashed some real passion around this issue] Responding to negative reactions to an internal memorandum discouraging use of the word Chevy, General Motors moved on Thursday to explain its strategy and to reassure consumers that it still valued the popular nickname for Chevrolet. The memorandum asked employees to “communicate our brand as Chevrolet.” For decades, Chevrolet and Chevy have appeared interchangeably in advertisements, and the Chevrolet Web site uses both terms. But after a strong public reaction to a report in The New York Times on the note, G.M. issued a statement on Thursday that said the memorandum had been “poorly worded.” The statement said that the memorandum reflected Chevrolet’s strategy as it expanded internationally, but that the company was not “discouraging customers or fans from using” Chevy.
  • [from steve_portigal] Angry clowns decry armed robbery by impostors [ajc.com] – [An interesting and surprising example of protecting brand identity] About 100 professional clowns who make money by performing on public buses marched through Salvadoran capital Thursday to protest the killing of a passenger by two imposter clowns. On Monday, a man was shot five times in the face and stomach when he declined to give money to two assailants dressed as clowns who boarded a public bus. No one has been arrested. The protesters — wearing oversized bow ties, tiny hats and big yellow pants — marched down San Salvador's main street in an effort to both entertain and educate passersby. Several held signs insisting that real clowns are not criminals. "We are protesting so that people know we are not killers," said professional clown Ana Noelia Ramirez. "The people who did this are not clowns. They unfortunately used our costume and our makeup to commit a monstrous act." (via BoingBoing)

Unconsumption Fantasy

I ran across a sweet old Pontiac in San Diego last week emblazoned with a hipster font claiming, “Cars for a grand.com”


Upon laying eyes on this car, I immediately began concocting a fantasy. In my head, “Cars for a grand.com” was an underground movement, inspired by Unconsumption, fueled by a bunch of DIYers fixing up old cars on the cheap, retrofitting them to run on bio-diesel, defiantly getting classic old models back on the road. Cars from back when they knew how to design cars. Take that Toyota, and your sticky pedals. Screw you GM – we’re still sore about you flying private jets to the bail-out hearings in Washington. “Cars for a grand.com,” I rhapsodized internally, was driven by a mission to rescue still-functional, bad-ass vehicles from the junkyard while also providing responsible and flexible transportation, and giving the public a little visual stimulation on the highways and byways along the way. All for a grand!

Alas, it turns out “Cars for a grand.com” is a site mainly aggregating listings for reserve auctions on ebay, for vehicles that will likely sell for much more than a grand, or non-functioning vehicles being sold for parts. Yawn. At least they provided a bit of inspiration for a large-scale Unconsumption project, if only for a fleeting moment.

See Also:

ChittahChattah Quickies

  • Virtual Seminar: Deep Dive Interviewing Secrets by Steve Portigal [IxDA Munich] – “Deep Dive Interviewing Secrets: Making Sure You Don’t Leave Key Information Behind”, Steve Portigal’s virtual seminar will be shown in our next meeting. The seminar lasts 90 minutes and it will be followed by a discussion. June 30th 7 p.m., IDEO, Hochbrückenstraße 6, 80331 Munich
  • IndieReader – For Self-Published Books and the Readers Who Love Them – IndieReader is a venue for you to find and purchase books published and produced by the people who wrote them. Think of these books like handmade goods, produced in small numbers, instead of the mass-marketed stuff you'd find at a super store. And every book on the IndieReader site is reviewed prior to acceptance, guaranteeing that you'll find the "cream-of-the-indie crop". Why is this so important? Because today more than ever, almost everything we produce gets co-opted by corporate culture, turned into a business model, reformulated and churned out like soap with the simple intent to appeal to as many people as possible. In a world where almost everything is packaged by committee, IndieReader offers you books with a single voice: the writer's own.
  • The Expanding Definition of Craft Beer [NYTimes.com] – In a world where Nabisco sells “artisan” Wheat Thins, the designation of Samuel Adams as a craft beer seems perfectly fair. But the Boston Beer Company, the brewery that was founded in 1984 and makes Sam Adams, is on the verge of outgrowing its coveted craft status — at least according to the Brewers Association, a national trade group that defines craft brewers in part as producing fewer than two million barrels a year. The federal government defines small brewers similarly, imposing a lower excise tax on those that stay under the two-million-barrel threshold. Mr. Koch predicted that Boston Beer would surpass the two-million mark by 2012. But help may be on the way: John Kerry introduced a bill last month that would increase the yearly production limit for small brewers to six million barrels.
  • Icing, a meme drinking game with Smirnoff Ice [NYTimes.com] – The premise of the game is simple: hand a friend a sugary Smirnoff Ice malt beverage and he has to drink it on one knee, all at once — unless he is carrying a bottle himself, in which case the attacker must drink both bottles. Amid suspicion that the trend is an elaborate viral marketing campaign by Smirnoff, which the company has denied, new icing photos are posted daily on various blogs, Twitter and Facebook — including scenes from graduations and weddings — and sent directly to a Web site, BrosIcingBros.com. The game has exposed the mercurial line between guerrilla advertising and genuine social media trends, raising questions about how young consumers can know when they have co-opted a brand for their own purposes, and when that brand has co-opted them.
  • Rethink the Book project from Berlin University of the Art – In cooperation with the schoolbook publisher Cornelsen Verlag a student group of the „New Media Studio Class” experimented with the digital possibilities to think anew the book as media. They linked the book by visual codes with methods of "Augmented Reality". They embeded sensor technology for new forms of interaction and used new methods of production engineering like "laser cutting" to model the book as an object or to publish personalized schoolbooks. In the exhibition they show several prototypes like electronic origami paper or an interactive periodic table.
    (via @cora_l)

Step Across the Border

I didn’t mind when Facebook invaded my privacy (just kidding, Mark Z), but now they’ve got my turkey sandwich!

7-Eleven has rebranded much of their packaged ready-to-eat food with the FarmVille game logo. (To be accurate, FarmVille is actually a product of Zynga, a game company, and not Facebook. But I’ve only ever come in contact with the game via Facebook, so that’s the association I make.)

The experience of seeing the FarmVille branding in meatspace (no pun intended) rather than on a screen was an odd one, as though something had jumped a border in my life and was inhabiting new territory.

In slightly tangential news, here’s another odd cross-promotion I saw recently:

Free bananas with your purchase of Nilla Wafers. No idea what this one’s about, unless it stems back to 2007 – the year in which Nabisco sponsored a banana pudding pie-eating contest at theme parks around the country….

ChittahChattah Quickies

  • So, You Want to Do User Research: Characteristics of Great Researchers [UXmatters] – One of the best things about user research is that anyone can do it. On the other hand, it takes real commitment and a lot of personal development to do user research well. People commonly assume that research is research—and doing any kind of research is better than doing none at all. Unfortunately, this isn’t always the case. Not all user research is created equal. Flawed research can be a significant liability to the success of a product, as well as the company developing it, so it really is important to get it right.

    To be effective, there are certain personal characteristics a user researcher should have. Whether you are a dedicated user researcher, a student who is considering a career path in user research, a UX designer or software engineer who sometimes gets called upon to do user research, or a stakeholder looking for research support, this column will help you to understand the personal characteristics that really make a difference to a user researcher’s success.

ChittahChattah Quickies

  • Parade magazine writer tries Microsoft’s "Project Natal" – I often talk about how technology creates new gestures that challenge social norms. This writer's gentle assertion that "you have to be okay with looking like a drunken maniac about to be arrested on Cops." is simply another great example. People use the language of aberrant behavior ("drunken maniac") to characterize behavior that doesn't currently fit into an acceptable standard. Natal will presumably be used backstage, in the living room, where such appearances are more tolerable than in public. But these assessments of when a product is breaking established norms are often warning signs that designers and marketers should pay attention to. Can Microsoft celebrate the spasmodic play? Can it reframe the abnormal as successful? Or will it simply recede with time and become acceptable (cf: bluetooth headsets, cell phones)?

ChittahChattah Quickies

  • Subway To Start Tessellating Cheese July 1? [The Consumerist] – Three years after the protests began, it seems Subway has finally listened to its customers and will start tessellating cheese on its sandwiches, according to what appears to be an internal weekly newsletter. As anyone who has gotten a Subway sandwich knows, most Subways layer their isosceles-cut cheese in an overlapping fashion. This means one side of the sandwich gets more cheese than the other and leaves pockets of zero cheese, resulting in a uneven flavor and texture distribution. As the newsletter says, "This will improve the cheese coverage on the sandwiches."
  • Reading Lolita On Paper [graphpaper.com] – Throughout the final terrifying third act of the book, Nabokov knew that the reader would be constantly, sometimes consciously, sometimes not, seeking (or deliberately avoiding seeking) a single word, a word whose distinctive typographical form would light up like a flare in the reader’s peripheral vision, paragraphs in advance, impossible to miss. Every time you turn a page, even if you avoid it, your eyes will, in an instant, claw through the one-thousand characters in every new two-page spread to find it, the word, the single characteristic letter. He plays with this visual expectation so thoroughly — torments the reader, in fact — that it’s inconceivable that he wasn’t always thinking about printed words, words on pages being turned in a reader’s hands. Oh, how glad am I that I was unable to find Lolita in any sort of eBook format.
  • Kno is a digital textbook that is about to change the way knowledge is transmitted and the way students learn – First we did our homework about the way students do their homework. We studied the way they study. We probed them about the best way to re-imagine the analog studying and reading experience in the digital world. The Kno’s two generous panels open like written material has opened for hundreds of years. The experience is reassuringly book-like. Indeed, because we respect and honor the textbook, content of 99 percent of all textbooks – including the charts and graphs – fit flawlessly. No material spills beyond the screen, so there’s no awkward scrolling or manipulation required. If Kno only transferred existing textbooks into a digital form, we might as well sleep in and skip class. Kno pushes further than that. Our mission is to create a new kind of immersive, fluid, fully-engaging learning experience – made possible because the power of the physical is combined, for the first time, with the potential of the digital. It’s a whole new form factor that feels natural because it is natural.
  • Christina York’s sketched notes from UPA2010 – [Her summary of my presentation begins on slide 5] This was the perfect complement to Rachel Hinman’s opening keynote. Steve enthusiastically dives deeper into cultural clues, cues and gaps that impact our work and our own experiences in this world. In this session I sat at the front, which I usually don’t do (I like to observe the entire room). However, I am a fan of Steve’s and was like a groupie in the front row. How embarrassing. But Carol sat next to me, and I felt better about myself. Steve delivered an impassioned talk and engaged an audience that richly represented the cultures present at this conference. The group discussion was as rich as the presentation and I really appreciated that Steve’s focus was to give us something to think about and not try to ground everything in application.
  • Complete Beginner’s Guide to Design Research [UX Booth] – Valiant attempt to take a complex volume of expertise and boil it down to some essentials. Not sure what it means to be a "luminary" in this field but certainly the company we're listed with is pretty awesome. Curious to hear what others have to say about this piece.

Culture: You’re Soaking In It (from UPA2010)

At UPA2010 in Munich last month, I presented Culture: You’re Soaking In It

Culture is everywhere we look, and (perhaps more importantly) everywhere we don’t look. It informs our work, our purchases, our usage, our expectations, our comfort, and our communications (indeed, if you aren’t familiar with a specific geographic and historical set of experiences, the presumably clever title for this talk will instead be perhaps bland). In this presentation, Steve will explore the ways we can experience, observe, and understand diverse cultures to foster successful collaborations, usable products, and desirable experiences.

Here are the slides and audio:

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Listen to audio:

To download the audio Right-Click and Save As… (Windows) or Ctrl-Click (Mac)

Also see: Rachel Hinman’s wonderful opening keynote Technology as a Cultural Practice

Eye candy

We’re always seeking the best way to tell a particular story. Sometimes, words do the trick. Sometimes, a picture, as they say, is worth a thousand words. Often, a bit of both are needed. Tonight, two pieces of data visualization to chew on…

Model of Daydreams: The Cinema in Our Head (from the flickr Great Diagrams in Anthropological Theory pool)

And this lovely meme visualization of the Sandra Bullock/Jesse James split (more like this at Current: A News Project.)

Man overboard

Excess (n.) The state of exceeding what is normal or sufficient.

Not long ago I started collecting images of excessive things. Here are a few that I think are particularly striking.


Terry Bozzio’s drumkit


Carbon fiber dog bowl


Million dollar monophonic speaker


Kitchen island made of Legos


Giant motorcycle

These are all extreme examples, but the line between luxury and excess, between premium and ridiculous can be a thin one, and is ever-shifting.

Artist Chris Jordan conducts a serious exploration of excess and its consequences in his photographic series Running the Numbers and Running the Numbers II.

ChittahChattah Quickies

  • Geek Power: Steven Levy Revisits Tech Titans, Hackers, Idealists [Wired] – The real problem, Greenblatt says, is that business interests have intruded on a culture that was founded on the ideals of openness and creativity. In Greenblatt’s heyday, he and his friends shared code freely, devoting themselves purely to the goal of building better products. “There’s a dynamic now that says, let’s format our Web page so people have to push the button a lot so that they’ll see lots of ads,” Greenblatt says. “Basically, the people who win are those who manage to make things the most inconvenient for you.” [Strongly worded insight about the state of Internet business rings tragically true /SP]
  • Organizing Armageddon: What We Learned From the Haiti Earthquake [Wired] – One of the biggest ideas to hit the humanitarian community in the past decade is the notion of surveying the recipients of aid to see what they think. That’s very commercial ­ treating them more like clients than victims…After the Asian tsunami, the Fritz Institute conducted one of the first-ever surveys of aid recipients. Only 60 percent of families surveyed in India and Sri Lanka said they had received timely aid and were treated with dignity in the 60 days after the tidal wave hit. Almost everyone reported getting water within the first couple of days, but just 58 percent of Sri Lankans reported receiving shelter in a timely manner. In general, post-disaster studies tend to measure “throughput indicators” like how much food was distributed, or how much shelter got provided, instead of “output or outcome metrics” like lives saved or suffering alleviated. [A powerful reframe on saving lives, with more cultural shifts clearly needed. /SP]

ChittahChattah Quickies

  • Fanboy! The Strange True Story of the Tech World’s Favorite Put-Down [Technologizer] – To understand the origins of “fanboy,” you don’t need to go back to 1919…but you do need to start earlier than 1985. Try 1973–when a handful of copies of a fanzine were distributed at a Chicago comics convention. The zine was credited to two fans who took Marvel Comics, the work of Frank Frazetta, and other matters a wee bit too seriously, Alfred Judson and Bill Beasley.

New Uses for Old Tools

Much to the delight of shirtsleeves, elbows, and dogs, our office complex is being repainted. Today the crew painted our doorframe. We noticed that they propped our door open with an old brush. They’ve downcycled this brush specifically into a doorstop, using a saw to cut off most of the handle. Check out how well it lines up with the angles of the entryway, as if it was designed just for that purpose!

ChittahChattah Quickies

  • The most misused SSN of all time was 078-05-1120 [ssa.gov] – In 1938, wallet manufacturer the E. H. Ferree company in Lockport, NY decided to promote its product by showing how a Social Security card would fit into its wallets. A sample card for display purposes was inserted in each wallet. Vice President Douglas Patterson thought it would be a clever idea to use the actual SSN of his secretary, Hilda Whitcher. The wallet was sold by Woolworth stores and other department stores all over the country. Even though the card was only half the size, printed all in red, and had the word "specimen" written across it, many purchasers adopted the SSN as their own. In 1943, 5,755 people were using Hilda's number. SSA acted to eliminate the problem by voiding the number and publicizing that it was incorrect to use it. (Mrs. Whitcher was given a new number.) However, the number continued to be used for many years. In all, over 40,000 people reported this as their SSN. As late as 1977, 12 people were found to still be using the SSN "issued by Woolworth."

ChittahChattah Quickies

  • Buddhist leader tests Asustek e-reader [SF Chronicle] – Venerable Dharma Master Cheng Yen, 73, leads Taiwan's largest charity of 120,000 volunteers and teaches Buddhism on her television show. Add to her resume product tester for Asustek Computer Inc.'s e-book reader. "Because of her patience she can do a better job testing than most," said Jonney Shih, chairman of the Taipei computer-maker and honorary board member of Cheng Yen's Tzu Chi Foundation. "Some ideas were a little bit different from normal usage, but I asked my team to sincerely accept that advice." The charity is testing e-book readers for its Buddhist scriptures and to record donations, said Shih, whose company donated land next to its headquarters for Tzu Chi's Taipei office. Cheng Yen, who gives daily sermons on Tzu Chi's TV station in traditional robes and shaved head, founded the organization in 1966. The reward for Tzu Chi's help will be a final version of the product tailored to the charity's needs in the next 2 months, at least 3 months before the commercial release.

Beyond visual communication

A couple of great examples of alternative ways of communicating information…

Australian financial-advisory firm BT using art installations to explain stock investing (full story at Fast Company )

And going back in time a bit, Ben Cohen (of Ben and Jerry’s ice cream) representing the apportioning of the Federal Discretionary Budget with stacks of Oreo cookies.

Stereotype variations


Old Time Portraits, Vancouver, May 2010

I liked the list of stereotypes that Vancouver-visiting tourists (or locals out for a Real Good Time) might want to be photographed as

  • Roaring 20’s – Mobsters & Molls
  • Victorian
  • Western Guys
  • Saloon Gals
  • Seafaring Folk
  • 1st Nations
  • Early R.C.M.P.
  • Medieval

While these sort of shops are common, the choice of archetypes is an amusing reflection of the local culture.

ChittahChattah Quickies

  • Texting in Meetings – It Means ‘I Don’t Care’ [NYTimes.com] – For more than a decade, my colleagues and I have gathered data on incivility from more than 9,000 managers and workers across the United States, and we’re continuing this work internationally. We have learned a great deal about the problem’s causes and consequences. I define incivility as behavior, seemingly inconsequential to the doer, that others perceive as inconsiderate. Electronic devices lead to more incivility because of their powerful ability to claim our attention — no matter where we are or what we’re doing. No one likes to be snubbed, of course, but the offense can take on a new edge when the winner is a machine.
  • Putting Customers in Charge of Designing Shirts [NYTimes.com] – “The value proposition of customization at retail prices was a cornerstone of our company from the very start,” Mr. Bi tells me by phone from Shanghai, where Blank Label shirts are sewn to customers’ specifications and delivered anywhere in the world in about four weeks. But Blank Label, his Web start-up based in Boston, offers something else that off-the-rack doesn’t: “the emotional value proposition: how expressive something is.” “People really like a Blank Label shirt because they can say, ‘I had a part in creating this.’ ”
  • Google Restricts Ads for ‘Cougar’ Sites [NYTimes.com] – Last week, CougarLife.com, which was paying Google $100,000 a month to manage its advertising, was notified by the company that its ads would no longer be accepted. When notified by Google of the decision, CougarLife proposed substituting a different ad for the ones that were running, picturing older women and younger men together. Cougarlife said it would use an image of the company’s president, Claudia Opdenkelder, 39, without a man in the picture (she lives with her 25-year-old boyfriend). But the advertising department was told in an e-mail message from its Google representative that “the policy is focused particularly around the concept of ‘cougar dating’ as a whole,” and asked if the company would be open to changing “the ‘cougar’ theme/language specifically (including the domain if necessary).” CougarLife forwarded the e-mail messages to The New York Times. Google would not comment on the messages but did confirm that they were consistent with the new policy on cougar sites.

ChittahChattah Quickies

  • ‘Law & Order’ canceled by NBC after 20 seasons: The culprit behind NY show’s demise? Low ratings [NY Daily News] – "Law & Order" is going the way of egg creams. After two decades and 451 shows, NBC pulled the plug on the New York-based series to make room for new shows. The series will end May 24. Once a top-10 show, "Law & Order" had struggled in recent years – along with the rest of NBC's prime-time lineup. This season the show is No. 56 overall.
  • ‘Little Orphan Annie’ comic strip skips off into the sunset [Washington Post] – Daddy Warbucks's favorite pupil-less redhead had enough Depression-tested pluck to survive 86 years in daily newspapers, but now the orphan's outta luck. Come June 13, her clear-eyed comic strip will end as her syndicate, Tribune Media Services, sends her off into the sunset. Canceled. "Believe me, this wasn't a decision we took lightly," said Steve Tippie, TMS's vice president of licensing. "But we also felt that 'Annie,' unlike many strips, has such wide, almost iconic presence in our culture that it would serve the character and our business best if we focused on other channels more appropriate to the 'kids' nature of the property." The strip's current artist, Ted Slampyak, said: "It's almost like mourning the loss of a friend."
  • In Search of Adorable, as Hello Kitty Starts to Fade [NYTimes.com] – Hello Kitty has been licensed to products like dolls, clothes, lunch boxes, stationery, kitchenware, a Macy’s parade balloon and even an Airbus. But amid signs that Hello Kitty’s pop-culture appeal is waning, especially at home, where sales have shrunk for a decade, the company has struggled to find its next-generation version of adorable. Recent flops include Spottie Dottie, a pink-frocked Dalmatian, and Pandapple, a baby panda. Even the moderately successful My Melody (a rabbit) and TuxedoSam (penguin) show no signs of achieving global Kitty-ness. “We badly need something else,” said Yuko Yamaguchi, Sanrio’s top Hello Kitty designer for most of its 36 years. “Characters take a long time to develop and introduce to different markets,” Ms. Yamaguchi said. “But Kitty has been so popular it’s overshadowed all our other efforts.” …In a ranking of Japan’s most popular characters, compiled Character Databank, Hello Kitty lost her spot as Japan’s top-grossing character in 2002.

Leading with Error Recovery


JetBlue counter, Sea-Tac airport

This sign directs JetBlue customers to a counter based on their specific situation. The first item listed is Kiosk “Oops” Messages. JetBlue is bold enough to acknowledge that things aren’t always going to work perfectly and they’ve made the path to error recovery prominent. This is good customer service, and it’s good design: allow for – and acknowledge that you are allowing for – failures, and reframe them positively.

The acceleration of immediacy


Marshall Herff Applewhite, Jr., aka Do

On March 26, 1997, my friends and I sat watching as the evening news was dominated with the lurid story of the Heaven’s Gate mass suicide. The image of Do, through an evening’s viewing, quickly became iconic. With semi-serious earnestness, we figured that if we had some way to get that image off of the television and print it on a t-shirt, we could go down to San Francisco’s Haight Street the next morning and sell ’em on the street. We loved the idea of immediate translation from news story to meme to hipster product. We didn’t have the technology (or really, the motivation) to make it happen, but for me that was an early signal of the potential to really collapse the time in that cycle.

On May 6, 2010, we had a strange stock market crash. In the Twitter era, a commemorative t-shirt (‘I survived the crash of 2:45 pm”) was available within a few hours.

crash

The tools to deliver this immediacy are now available to more of us. You could probably have a Do shirt up for sale on the web within a few minutes of reading this post. But the very idea of this immediacy is more part of the zeitgeist. It’s becoming a norm. We expect more immediacy. We expect that we can create an immediate experience for others. Meanwhile, consumers become producers. At the same time, we see an emergence of slow movements (from food to media), because every trend has a counter-trend.

Ironically, it took me a week to write this post. Immediacy makes no concessions to busy, I guess.

Persistence of Vision

I was walking to dinner with a client in Chicago and saw this choice piece of graffiti. I immediately imagined using the image for an end slide in a presentation – “Problem Solved.” Very nice.

It wasn’t until after I had posted the shot on Facebook and seen it uploaded that I realized what it actually said. Which means that I saw the graffiti, composed the shot, took several alternate shots, and processed it in Photoshop, all the while seeing what my mind had interpolated rather than what was actually written there.

We’ve had numerous experiences of clients joining us in the field and saying – after we’ve interviewed someone who was either using or enthusiastic about their products – “She’s not our customer,” because the person didn’t fit their organization’s idea of who their customers are. We’ve also heard, “We already fixed that problem,” even after seeing clearly that the solution was unknown to the end user and the problem was still a problem.

It can be very hard to see something as it is if you come to it with a strongly ingrained idea of what you think it is.

But there is a reality – customers, environments, markets – whether you are seeing it or not. If you’re developing and selling products and services, you’re far better off working from an understanding of what’s actually there, rather than what you think is there.

ChittahChattah Quickies

  • SpoolCast: Steve Portigal’s Deep Dive Interviewing Tips Revisited [UIE Brain Sparks] – Getting out into the world and actually interacting with real people who use, or potentially could use, your product or service is incredibly valuable. We tell our clients this constantly: the organizations who are most successful are the ones who are on intimate terms with how and why their customers use their product. But how? To answer that question, we invited our friend Steve Portigal, principal of Portigal Consulting, to conduct the UIE Virtual Seminar, “Deep Dive Interviewing Secrets: Making Sure You Don’t Leave Key Information Behind”
    Steve’s specialty is informing design decisions by getting on the ground and speaking directly with customers. And sharing how you can do the same. Today, we release the interview Jared Spool conducted with Steve after his seminar, following up with a number of additional audience questions.

ChittahChattah Quickies

  • Satisficing [Wikipedia] – Satisficing (a portmanteau of satisfy and suffice) is a decision-making strategy that attempts to meet criteria for adequacy, rather than to identify an optimal solution. The word satisfice was coined by Herbert Simon.[1] He pointed out that human beings lack the cognitive resources to maximize: we usually do not know the relevant probabilities of outcomes, we can rarely evaluate all outcomes with sufficient precision, and our memories are weak and unreliable.
  • There, I Fixed It – Epic Kludge Photos – We often talk about the "satisficing" you see in contextual research – people coming up with their own "good enough" solutions that can drive designers and engineers crazy. We remind our clients that these aren't always things to be redesigned (and in fact there are often better solutions that we see in the field already available) – because it's about motivation, activation energy, and tolerance for less-than-perfect solutions. While this site is a bit snarky in tone, it's a good reminder of the prevalence of messy semi-solutions in the real world.

It IS a big deal…

I’ve got a Dell laptop, and I’ve got two phone numbers for Dell tech support – one for general customers and one for small business. Every time I’ve called either number, the reps have told me that I actually need to be talking to someone via the other number.

Today I told Shane, the Dell support person I was talking to, how I get bounced around. Since I didn’t want to distract from getting my actual tech issue handled, I concluded with, “But it’s not a big deal.”

To my surprise, Shane responded, “It IS a big deal.” And then he proceeded to write an internal email to fix the routing of my calls and confirm what number I should use in the future.

What a shift it made in my mood to have it validated that this call-routing confusion was, in fact, something that is annoying and shouldn’t be happening. Thank you, Shane. Bravo.

The impact of good post-purchase customer service is tremendous, and these little humanizing moments go a long way towards creating that experience.

What’s in your garage?

My sister sent me this photo of my niece, enjoying a springtime adventure on her driveway with three items she found in the garage: a skateboard, a sled, and a plastic bat.

As we embark on our various projects, her example can serve as an inspiration to use the tools we have at our disposal in surprising combinations, to lead us in delightful new directions!

ChittahChattah Quickies

  • Cupidtino: Meet An Apple Fanboy Or Fangirl – Cupidtino is a beautiful new dating site created for fans of Apple products by fans of Apple products! Why? Diehard Mac & Apple fans often have a lot in common – personalities, creative professions, a similar sense of style and aesthetics, taste, and of course a love for technology. We believe these are enough reasons for two people to meet and fall in love, and so we created the first Mac-inspired dating site to help you find other Machearts around you. [They claim it's not a joke /SP]

ChittahChattah Quickies

  • RIT Future of Reading Conference – This three-day symposium will be organized around a central question: How will reading change in the coming decade? Evolving technologies and habits of information exchange have profound effects on how societies (their thinkers, writers, scientists, and citizens) envision, create, articulate, distribute, absorb, remember, and assimilate content. Commercial competition and technical innovation, as well as the perpetual desire to create and share, are reshaping the information systems on which reading depends: the private act of writing, the interpretive act of typography, and the social act of publishing. The aim of this symposium is to foresee where and how new modes of reading will take us—socially, politically, economically and aesthetically—in the coming decade, and will feature provocative and challenging presentations by experts in writing systems, content creation, vision and cognition, typography, visual media, digital publishing and display technology.

ChittahChattah Quickies

  • Rest in Peas: The Unrecognized Death of Speech Recognition [robertfortner] – Progress in conversational speech recognition accuracy has clearly halted and we have abandoned further frontal assaults. The research arm of the Pentagon, DARPA, declared victory and withdrew. Many decades ago, DARPA funded the basic research behind both the Internet and today’s mouse-and-menus computer interface. More recently, the agency financed investigations into conversational speech recognition but shifted priorities and money after accuracy plateaued. Microsoft Research persisted longer in its pursuit of a seeing, talking computer. But that vision became increasingly spectral, and today none of the Speech Technology group’s projects aspire to push speech recognition to human levels.
    [Speech recognition comes up all the time in user research. It represents some idealized version of "easy-to-use" though people typically recognize the demanding social norms that talking-to-tech evokes and reject the ideal they moments ago requested /SP]
    (via kicker)
  • As Seen on TV – a tribute to doing it wrong [YouTube] – A collection of supposed Epic Fail moments from our daily lives recreated by TV commercials as a precursor to the solution being offered /SP

ChittahChattah Quickies

  • Consumed – Faux-Authentic Uniforms [NYTimes.com] – The authenticity question is a particularly interesting one to parse. A pair of worn, faded jeans does reflect a history shared by object and owner. For many years now, manufacturers have sold a shortcut to that idea by wearing out and fading jeans before they hit the shelves, by way of a variety of industrial processes (often charging a hefty premium for this outsourcing of the item’s physical past). These Burton pants embrace the worn-denim trope but take it a step further. They’re actually made of a waterproof Gore-Tex fabric and made to look like jeans through “photo sublimation,” according to USA Today: “a photo was taken of a pair of tattered jeans then printed onto the garments via a technical heat process.” So what we have here is a representation of a simulacrum of tattered, faded, authentic pants-with-a-history.
  • Why You Shouldn’t Believe A Company’s Word Lore [NYTimes.com] – By promoting the “sound of the machine” origin for the once-generic kisses, Hershey is engaging in what Kawash calls “strategic corporate forgetting”: “they invent an original story for marketing purposes to make it seem unique to their candy.” Notably, Hershey’s historical whitewash took shape in the late ’90s, just about when the company’s lawyers were beginning an ultimately successful battle to trademark kisses. They didn’t use the story in their legal arguments, but it played right into their efforts to associate kisses uniquely with the Hershey brand. When a company is trying to make its product iconic in the minds of consumers, it doesn’t hurt to inject a pleasant etymological tidbit, no matter how easy it is to disprove.
  • Making Sense of Complexity [NYTimes.com] – Unless the subject is TV remote controls, Americans have a fondness for complexity, for ideas and objects that are hard to understand.We assume complicated products come from sharp, impressive minds, and we understand that complexity is a fancy word for progress….What we need, suggests professor Brenda Zimmerman, is a distinction between the complicated and the complex…Performing hip replacement surgery is complicated. It takes well-trained personnel, precision and carefully calibrated equipment. Running a health care system is complex. It’s filled with thousands of parts and players, all of whom must act within a fluid, unpredictable environment. To run a system that is complex it takes a set of simple principles that guide and shape the system.“We get seduced by the complicated in Western society,” Ms. Zimmerman says. “We’re in awe of it and we pull away from the duty to ask simple questions, which we do whenever we deal with matters that are complex.”

Dear Valued Lenovo Purchasing Unit 29 Stroke J

A month ago I ordered a new laptop computer from Lenovo. It was supposed to ship 3 weeks after I ordered it, but by the time the shipping date arrived, the online status no longer showed a shipping date. I called for info about my order and was promised they would check into it and call me back. They did not. I emailed asking about my order, but never heard back.

Today I get this email (bad characters and typos included)

Dear Valued Lenovo Customer,

Thank you for your recent Lenovo order. We are working to ship your order as soon as possible. However, due to an industry constraint on the Intel Core™ i7 processoor, the shipment of your purchase will be delayed. At this time we cannot provide you with a specific shipping date.

We wanted to inform you of this delay as soon as possible, and offer you a couple of choices regarding your order:
1) We can transition your order from the Intel Core™ i7 processor to the Intel Core™ i5 processor. This will result in a $150 decrease from the purchase price of your original order, and we can ship the product within two weeks of rebooking the order.
2) Leave your order as is, and when the Intel Core™ i7 processor becomees available, we will build your system with high priority and ship to you as soon as possible.

Below are the technical differences between the two processors to help you make your decision. They share many of the same features and functions, but the i7 does provide a larger cache that can make a difference if you are running data-intensive applications and games.

followed by this lovely chart:

Ummm, pardon? Sure, if you buy a computer you are sadly forced to deal with terms like “clock speed” and the like, but as a consumer am I really being asked by Lenovo to deal with “Lithography” as a relevant influencing factor on my decision?

In addition to this just being a wholly unsatisfactory customer experience (30 days later and I’ve got no computer and at best I am offered a lesser computer in another two weeks?) I can’t believe that a company I am doing business with chooses to communicate with me in this arcane and frankly disrespectful manner. Lenovo, how’s about meeting me where I live?

ChittahChattah Quickies

  • Autom, a weight-loss robot coach – Autom's human qualities, if primitive, were an important factor in keeping 15 dieters motivated during a trial in the Boston area. Another 15 slimmers were given a computer with a touch screen running identical software to Autom's and 15 had a paper log. Each had to stick to a certain eating and exercise regime. The average time someone used the robot — almost 51 days — was nearly twice as long as with paper — almost 27 days — and 40 percent longer than with the computer. "Even if you have an animated character that looks exactly like Autom on the computer screen, you cannot have the same interaction as you can with an actual robot," Kidd says. Kidd says the fact that people were able to humanise Autom made the information it gave them seem more credible. Maya, Casper and Robbie were among the names users gave their robots. Some even dressed them in hats and scarves.
  • We’re Gonna Need A Bigger Boat [CBC News] – Companies working off Nova Scotia's coasts have been told to supersize their lifeboats to accommodate bigger workers. The current standard for lifeboats is based on a person weighing 165 pounds in a survival suit. The proposed standard is 220 pounds. "The reality is such that the workforce is considerably larger nowadays," said Dave Scratch, the regulator's chief safety officer. A lifeboat may be rated for 50 people, but that doesn't mean they all fit. "We've had a number of [exercises and drills] where they actually wouldn't. We found that most lifeboats had to be downsized just because people were larger and wouldn't fit in the allocated locations," said Scratch. The board is following the lead of the U.K., which adjusted safety regulations after a study found offshore workers are heavier now than 20 years ago.

Making a sandwich should not be an ordeal

The package says “Easy Open.” To me, “easy open” doesn’t mean “requires simple hand tools.”

During lunchtime today, I spent two minutes, with audible grunts interspersed, trying to pry the plastic sheets of this roast beef packaging apart with my fingers. No luck. So I bit into the package, ripping several pieces off with my teeth. Still didn’t get to the roast beef. Finally resorted to scissors.

I’ve noticed that packaging-related glitches often seem more prevalent with organic and “heath” foods. Maybe it’s that many of these companies are smaller and less well-heeled than established Consumer Packaged Goods producers, and so are putting fewer resources into packaging design, materials, and production?

There are myriad examples of companies of all sizes going the direction of luxury or delight with their packaging (see related posts below). But on just a basic functional level – especially for a segment of the industry working for greater adoption – more attention to the non-comestible aspects of the customer experience would be great to consider.

Related posts:

Crock Addict
Packaging Surprise

ChittahChattah Quickies

  • The iPad, the Kindle, and the future of books [The New Yorker] – Traditionally, publishers have sold books to stores, with the wholesale price for hardcovers set at fifty per cent of the cover price. Authors are paid royalties at a rate of about fifteen per cent of the cover price….E-books called the whole system into question. If there was no physical book, what would determine the price? Most publishers agreed, with some uncertainty, to give authors a royalty of twenty-five per cent, and began a long series of negotiations with Amazon over pricing. For months before Sargent’s visit, the publishers had talked about imposing an “agency model” for e-books. Under such a model, the publisher would be considered the seller, and an online vender like Amazon would act as an “agent,” in exchange for a thirty-per-cent fee. Yet none of the publishers seemed to think that they could act alone, and if they presented a unified demand to Amazon they risked being charged with price-fixing and collusion.
  • The End Is Near for BlackBerry’s Trackball [BusinessWeek] – The BlackBerry trackball, introduced in 2006, has always had issues. It accumulates grit and gunk. Tony Naftchi started Fixyourberry.com from a small office on New York's 7th Ave. A stream of bankers, fashion models, and other high-end BlackBerry addicts pay $30 for new trackballs. "They need them fixed—'Now!' It should come as no surprise that the little sphere, flawed and strangely beloved, faces obsolescence. Trackball shipments in 2010 will fall short of last year's peak of 25 million. The last trackballs installed in new BlackBerrys will go in its Tour. Later versions have trackpads. By 2013, iSuppli predicts trackball shipments will have ceased altogether. Diehards will cling to trackballs. Nothing worth having ever goes away entirely. You can still buy a new manual typewriter on Amazon.com (AMZN) for $99.95. Betamax has its determined fans. And Westfield Whip Manufacturing in Westfield, Mass., produces more than 50,000 buggy whips annually. It's hard to kill a consumer icon.

ChittahChattah Quickies

  • Brains, Behavior & Design: A toolkit by graduate students at IIT Institute of Design – In the real world, people are often irrational. Over the past few decades, researchers have codified many of the patterns that describe why people behave irrationally. As researchers, how can we be on the lookout for these patterns of behavior when we go into the field? As designers, how can we use our understanding of patterned irrational behavior to help people make better choices? We are developing tools that apply findings from the fields of cognitive psychology and behavioral economics to the design process. These tools provide a head start on framing research as well as developing new strategies for solving user problems.
  • Reading on iPad before bed can affect sleep habits [Los Angeles Times] – Staring at the screen before bed could leave you lying awake. That's because direct exposure to such abnormal light sources inhibits the body's secretion of melatonin. Light-emitting devices, including cellphones and the iPad, tell the brain to stay alert. Because users hold those devices so close to their face, staring directly into the light, the effect is amplified compared with a TV across the room or a bedside lamp, said Frisca Yan-Go, director of the UCLA Sleep Disorders Center in Santa Monica. Some say e-ink is easier on the eyes than the screen on a computer (tablet or otherwise). However, the Wall Street Journal published a report this month to the contrary. Yan-Go was eager to point out the advantages of books over e-readers. Paper books are often lighter; they can be dropped when you doze off holding them; and if they get wet, it's not the end of the world. And they won't mess with your sleep cycle…However, "Kindle is better for your sleep," Avidan wrote in another e-mail.
  • A New Character in Archie’s Town [NYTimes.com] – A new man is moving into Riverdale, the home of comics’ perennial teenager Archie Andrews and his gang. His name is Kevin Keller, and he’s blond-haired, blue-eyed and gay. Kevin will be introduced in Veronica No. 202, in a story titled, “Isn’t it Bromantic?” The inclusion of the character meets twin goals, one real world and one in-story. “Riverdale has to reflect the diversity of the world today,” said Jon Goldwater, co-chief executive of Archie Comic Publications. “We want to be all inclusive.” Mr. Goldwater also said he’s not afraid of any repercussions. “We think everyone is going to enjoy the story,” he said. “It’s completely in the tradition of your typical Archie comic.” Dan Parent will be writing and illustrating the story of Kevin’s introduction. “Veronica is always chasing guys and getting what she wants. Who could we introduce that she could not get?” Mr. Parent said Kevin would be more than a one-off character with future stories already mapped out.

Local norms for listening vs. telling


Fieldwork transcripts are divvied up among team members

Over a few days spent reviewing interview transcripts from the US and China, I was struck by the observations around storytelling vs. listening vs. followup questions in Returning to America from a life in China (abstract only)

[I]n the States, I often had trouble responding to personal stories. But soon I realized that it didn’t make much difference what I said. Many Americans were great talkers, but they didn’t like to listen. If I told somebody in a small town that I had lived overseas for fifteen years, the initial response was invariably the same: “Were you in the military?” After that, people had few questions. Leslie and I learned that the most effective way to kill our end of a conversation was to say that we were writers who had lived in China for more than a decade.

At the times, the lack of curiosity depressed me. I remembered all those questions in China, where even uneducated people wanted to hear something about the outside world, and I wondered why Americans weren’t the same. But it was also true that many Chinese had impressed me as virtually uninterested in themselves or their communities. That was one of the main contrasts with Americans, who constantly created stories about themselves and the places where they lived. In a small town, people asked very little of an outsider – really, all you had to do was listen.

ChittahChattah Quickies

  • Gerry Gaffney interviews David Hill of ThinkPad [UXPod] – We try to get as much user feedback as possible, and we have many different ways we can gather that. For instance we have advisory councils, we have analysts and things of that nature comment on future plans. We meet with large customers and disclose to them future plans and get their feedback on our products. I use my blog, very effectively I believe, by occasionally posing questions, doing polls or even much more detailed web surveys. So really there's not one answer to how you get feedback from customers. But my belief is that there's no such thing as too much information. I love to meet with a customer, or observe people at an airport or in an airplane or in a classroom. You'd just be amazed what you can learn from field research or in a conversation with a guy next to you on an airplane. It's just remarkable. Sources really are so varied that it's difficult to put your fingers on [and say] this is the process we used to gather feedback.

Constriction to force ourselves to create

Jack White speaks about choosing constraints over efficiency in order to drive creativity and create a better result. Taken from the documentary The White Stripes: Under Great White Northern Lights.

Ten years later, just working in the same box you think “God!” One part of my brain says I’m tired of trying to come up with things in this box but I force myself to do it because I know something good can come of it if I really work inside of it. Inspiration, work ethic, they ride right next to each other. When I was an upholsterer, sometimes you’re not inspired to reupholster an old chair, sometimes it’s just work and you just do it because you’re supposed to. Maybe by the end when you’re finished you look at it and say “That looks good, that’s pretty good” and that’s it and you move on and that’s it. Not every day of your life are you going to wake up and the clouds are going to part and the rays from heaven are going to come down and you’re going to write a song from it. Sometimes you just get in there and force yourself to work and maybe something good will come out of it.

One of the things was, whether we like it or not we’ll write some songs and record them. Force yourself into it. Force yourself – book only 4 or 5 days in the studio and force yourself to record an album in that time. Deadlines and things make you creative but opportunity and telling yourself “Oh, you’ve got all the time in the world, all the money in the world. You’ve got all the colors in the palette you want, anything you want” – that just kills creativity. On stage, I’m using the same guitars on stage that I used ten years ago. I like to do things to make it really hard on myself. For example, if I drop a pick, to get a another pick I have to go all the way to the back of the stage to get another one. I don’t have picks taped to my microphone stand. I put the organ just far away enough that I have to leap to get to it play different parts of the song. It’s not handy to jump from one thing to the next. I always try to push it just a little farther away so I have to work harder and get somewhere. That way, everything, all that stuff, all those little things – there’s hundreds of those things like that – Those guitars I use don’t stay in tune very well, they are not conducive, they are not what regular bands go out and play. I’m constantly fighting all these tiny little things, ’cause all those things build tension. There’s no setlist when we play, that’s the biggest one too, Each show has its own life to it. It’s important to do that kind of stuff.

When you go out and everything is all pre-planned and everyone sets everything out for you and the table is all set and nice and perfect nothing is gonna happen. You’re going to go out and do this boring arena set or something. So that’s why all those things have always been a big component of The White Stripes. Constriction to force ourselves to create. Only having red, white and black colors on any of the artwork or presentation of aesthetics of the band, guitar drums and vocals, storytelling melody and rhythm, revolving all these things around the number three, all these components force us to create.

ChittahChattah Quickies

  • LeechBlock – empower your browser to keep you from distractions – LeechBlock is a simple productivity tool: an extension for the Firefox web browser designed to block those time-wasting sites that can suck the life out of your working day. (You know: the ones that rhyme with 'Blue Cube', 'Pie Face', 'Space Hook', 'Hash Pot', 'Sticky Media', and the like.) All you need to do is specify which sites to block and when to block them. You can specify up to six sets of sites to block, with different times and days for each set. You can block sites within fixed time periods (e.g., between 9am and 5pm), after a time limit (e.g., 10 minutes in every hour), or with a combination of time periods and time limit (e.g., 10 minutes in every hour between 9am and 5pm). With the 'lockdown' feature, you can block sites immediately for a specified duration. LeechBlock also keeps track of the total amount of time you have spent browsing the sites in each block set.

ChittahChattah Quickies

  • Repair or Replace a busted iPhone? [NYTimes.com] – “I reached for my phone. I dropped it and it smashed on the concrete floor.” Hoping to find an economical fix, he decided to try his hand at replacing the shattered screen. He purchased parts, first from eBay, then from a local repair shop, and got to work.After polishing his method on the phones of a few willing friends, it wasn’t long before he had improved enough to charge for his services. Mr. McElroy began offering to replace shattered screens, and eventually expanded his menu to include broken SIM card trays, cracked covers, water damage and more mysterious glitches, like unresponsive buttons. “There’s rarely a phone I can’t fix,” said Mr. McElroy, who estimates he’s worked on a thousand iPhones since June. “There was once a guy whose phone was thrown out of a 10-story window. The entire thing was split in half, but the motherboard was fine.” The worst phones aren’t the ones dropped from great heights, Mr. McElroy said. They’re the ones that are dropped in the toilet.

Slides and audio from UX Process Improved: Integrating User Insight at SXSW

At SXSW last month, I presented UX Process Improved: Integrating User Insight with Aviva Rosenstein. I’m posting the slides and audio here.

Listen to audio:

To download the audio Right-Click and Save As… (Windows) or Ctrl-Click (Mac)

ChittahChattah Quickies

  • Polyvore, a fashion Web site for the masses [The New Yorker] – Lee and her colleagues like to keep tabs on exactly how people are using Polyvore. They know that the average user spends ten or eleven minutes per session and clicks on twelve Polyvore pages per visit; they know that users “import” 1.2 million products per month. But they are boundlessly curious about the Polyvore setmaker’s process. And so Lee invited Gail Helmer, the user from Calgary who goes by the handle MyChanel, to come to Mountain View and let the engineers observe her at work on a set. Lee called it “usability testing,” as if Helmer­chosen because of the quality, consistency, and popularity of her sets­were a lab rat. “She’s very fashion-savvy,” Lee told me. “She’s one of the top members.” Helmer arrived at the offices straight from the airport, wearing jeans from Zara tucked into black boots, a gray sweater she’d bought for ten dollars, and a white ruffled shirt. “Banana,” she said, pinching a ruffle. “The Republic of.”

ChittahChattah Quickies

  • Book Review: The Authenticity Hoax [WSJ.com] – ..the craving for authenticity among those in the West who see a market economy and consumer culture as sterile and false—inauthentic—and who defend the world's most repressive cultures, looking past their brutality to admire their resistance to modernity. It is the disillusionment with modernity that underlies the authenticity quest. When man was preoccupied with finding food and appeasing capricious gods, he didn't have the time or inclination to ask whether he had "sold out" for an easy paycheck or failed to align himself with some abstract ideal of the "authentic" life. But then science made the formerly mystical cosmos explainable, and a spread of democratic ideas, in politics and markets alike, made food and freedom more broadly shared. The result was "a new kind of society and, inevitably, a new kind of person," one more given to looking within for meaning and not liking what he found there. The individual's own self-definition filled the gap left by faith and authority.

ChittahChattah Quickies

  • Chinese Comedian Gets Laughs in U.S., But Puzzles People in China [WSJ.com] – Chinese-American comedian Joe Wong draws from his experiences as an immigrant to get the crowds laughing. China Central Television, the biggest TV network in the country, deemed his success in the U.S. curious enough that it dedicated a special program to him in December. The peg: He's the Chinese scientist who makes Americans laugh. While CCTV declared that Mr. Wong's success proves "humor has no boundaries," it concluded the program without showing any of his jokes. Mr. Wong's first live gig in Beijing, in late 2008, was "not successful," he says. In America, he says, it's funny to poke fun at yourself. But in China, there's no humor in misfortune. Back home, Mr. Wong's dad is among those puzzled by his success. Huang Longji, who lives in an industrial city near China's border with North Korea, says he is proud of his son, but a career in comedy isn't what the retired engineer expected for his son. "It's just like a black hen lays a white egg," he said.
  • Atlanta transit system MARTA changes “yellow” line to “gold” [Gold Dome Live] – Moving to tamp a controversy that has reached the national news, MARTA CEO said in February that the transit agency would change the name of its “yellow” train line, which goes to Doraville, home to a large Asian-American community. She said MARTA had never intended to offend anyone with the re-naming, which went into effect Oct. 1, along with other color names for the rest of the system, and that it was making the change out of “an abundance of caring for this community.” A MARTA employee who dealt with diversity issues warned the agency a month before the change that it could offend some in the Asian-American community.

ChittahChattah Quickies

  • Books Travellers Read in Mumbai Locals [Windy Skies] – This is Part I of my ongoing attempt to note the books my fellow travellers read in Mumbai local trains on their way to work and back. I ride the infamous Mumbai local train network to work each day, unconsciously observing my fellow passengers when I’m not squeezed breathless or pounded into submission in the surging crowds that bring a new meaning to the concept of pressure. While it is not always easy to move around once inside the train, it is sometimes possible to pull off a picture of the reader and his book. The readers will rarely look up from the books they’re reading. They don’t need to, tuned in as they are to approaching stations from years of travelling on the local train network.<br />
    (via Dina Mehta)
  • Duncan Hines Brownie Husband – [Saturday Night Live] – "The perfect blend of rich fudge and emotional intimacy." Brilliant, brilliant, brilliant. (via Design Observer)

ChittahChattah Quickies

  • Gathering insights by having people hand write their stories [DMI News & Views] – Asking people to tell us stories has repeatedly proven to be a rich and productive avenue for important insights. We ask people to tell us a story about a relevant event or experience. For instance, tell me about the last time you baked something from scratch. Or tell me about the last time you purchased a car. We try not to set too many rules or give too much guidance. We let them determine where the story will begin. This, after all, is what we are looking for. We ask for the story to be in writing—and ideally the story will be handwritten, if the logistics permit. We ask for the story to be as descriptive as possible—and we ask that the story be illustrated with pictures (hand drawn stick people or cuttings from magazines or from the Internet).
  • 100 Records: Project turns on fictional jackets [SFgate.com] – Exhibiting as "100 Records", Sonny Smith, a San Francisco musician, artist and writer, commissioned nearly 100 artists from around the world to create the artwork for 100 45 rpm record jackets that represent more than 60 fictional bands and singers.

Bart Imitates Life

I was quite amused to see two topics near to my heart appear on The Simpsons last weekend. This this episode, the Simpsons travel with Ned Flanders and other Springfieldians to Israel. Ned gets very fed up with Homer and explodes: “You come all the way to Jerusalem, the happiest place on earth, and all the photos in your camera are of funny soda pops!” Yes! My Museum of Foreign Groceries (including Israeli beverages)! Here’s Homer’s pictures:





The episode also hits on another favorite topic – bad surveys – when Marge is asked to evaluate her tour guide:

Screenless envy

I had my first ever person-with-iPad sighting on the plane to Chicago on Monday.

As cool as the ‘Pad looked, it was nonetheless my neighbor on the other side who seemed best served by his technology during takeoff, as the rest of us, regardless of screen size, were forced to shut down.

Interestingly, the guy with the iPad pulled out a pad of paper and pen during takeoff, and then proceeded to use that for the rest of the flight…

ChittahChattah Quickies

  • Nollywood success puts Nigeria’s film industry in regional spotlight [Times Online] – Nollywood began about 20 years ago with the birth of home video cameras, and is now a movie-making machine that churns out about 600 titles a year. Unesco, the UN cultural organisation, said last year that Nollywood was now the second-biggest film industry in the world in terms of output, after Bollywood in India. It called for greater support to nurture the industry so that it can exploit the huge market that it has uncovered. It is now also the country’s second-largest employer, after the federal Government, though figures vary enormously depending on what is being shot at the time. The films can take about a month to complete and cost no more than £19,000 to make. On the streets they sell for about £1.50 a copy. About 20 titles used to emerge every week, selling thousands of copies. The industry is now said to be worth upwards of £100 million a year.

ChittahChattah Quickies

  • Learnvest: Our mission is to provide unbiased financial information to all women – Women have come a long way financially over the last three decades. Women today make up half of the professional work force and are found to buy or influence 80% of all consumer purchases in the United States yet they continue to lag behind men when it comes to managing their personal finances. According to a 2006 Prudential financial poll, 80% of women say that they plan to depend on Social Security to support them in their golden years and 38% of women 30-55 years old are worried they will live at or near the poverty level because they cannot adequately save for retirement. So even today–despite coming so far in many ways–too many women are still ignoring their finances. LearnVest provides a solution that is relevant and timely – it is something women need.
  • Some Queries Prompt Google To Offer Suicide Hotline [NYTimes.com] – Last week Google started automatically giving a suggestion of where to call after receiving a search seemingly focused on suicide. Among the searches that result in an icon of a red phone and the toll-free number for the National Suicide Prevention Lifeline are “ways to commit suicide” and “suicidal thoughts.” The information takes precedence over the linked results and is different and more prominent than an advertisement. Guidance on suicide prevention was suggested internally and was put in place on Wednesday.
  • Virginia Heffernan – The Medium – Online Marketing [NYTimes.com] – An online group becomes formally classified when it comprises an advertising category. That’s the magic point in e-commerce: when the members of an online group turn eager to purchase, say, tank tops or bottles of sauvignon blanc as badges of membership in communities like the ones that flourish at Burton.com or Wine.com. The voluminous content that these sites produce — blogs, videos, articles, reviews, forums — becomes the main event. To sell actual products, the company then “merchandises” that content, the way museums and concert halls and, increasingly, online newspapers hawk souvenirs, including art books and hoodies and framed front pages. At the moment when content can be seamlessly merchandised, a group has generally developed robust forums in which the members (hoarders, mothers of twins, bodybuilders) develop codes and hierarchies and a firm notion that this is a place where they can finally be themselves.

ChittahChattah Quickies

  • Life-Cycle Assessment of Book vs. e-Reader [NYTimes.com] – A life-cycle assessment evaluates the ecological impact of any product, at every stage of its existence, from the first tree cut down for paper to the day that hardcover decomposes in the dump. With this method, we can determine the greenest way to read…All in all, the most ecologically virtuous way to read a book starts by walking to your local library.

ChittahChattah Quickies

  • This isn’t the page of a magazine, this is my desktop [Reddit] – (With link to screenshot of PC desktop at http://imgur.com/QIhqe.jpg) The tv plays youtube, the middle speaker controls volume while the one on the left and right open up Rhythmbox and VLC, the cabinets are notepads, the trashbin is clearly a widget, the clock and alarm clock actually work, the books also serve as launchers, the top bar with the date lets me know of future events. I created the desktop for fun, but don't really recommend it as screenlets seem to use a lot of RAM.
  • Bob and Beyond: A Microsoft Insider Remembers [Technologizer] – [Tandy Trower relates several – ultimately unsuccessful – attempts at Microsoft to ship a UI that leverages key research from Nass and Reeves about the social interactions people have with any technology. In his view, there is tremendous value if it's done right and it wasn't ever done right.] The Office team picked up Microsoft Agent for their next release, but opted not to use the characters I had created as they preferred their own unique ones. To avoid the past user-reported annoyances, they gave users more control over when the character would appear, but did little to reform its behavior when it was present. So, you still had the same cognitive disconnect between the character’s reaction to your actions in the application’s primary interface. The character just became a sugar coating for the Help interface, which, if it failed to come up with useful results, left the user unimpressed and thinking that the character was not very useful.
  • Japanese Food Companies Seek Growth Abroad [NYTimes.com] – [What will this mean to collectors/fans of Foreign Groceries 🙂 ] Ichiro Nakamura, spokesman for Lotte in Japan, said that the 400 versions of Koala’s March cookies — some smile and some cry, some hold musical instruments and some play sports — are much more challenging to manufacture than people might think. “We have a special technology that puffs up the koala-shaped cookies so there is hollow space inside where soft chocolate can be injected later,” Mr. Nakamura said. “And unless you have the right technology, the cookies are going to break easily when packed into boxes.”

An idea so crazy it just might work?

There may be frustrated designers doing some important government work. In what reads like an Onion article, this story describes how investigators submitted 20 phony products to the US Energy Star certification program. Three were ignored, and 2 were rejected. An 18″ x 15″ alarm clock (model name: Black Gold) that runs on gasoline was approved. As was the room air cleaner pictured above, made up of a space heater with fly strips and a feather duster. Maybe the Energy Star folks were giving extra points for bravado and “made us laff.”

ChittahChattah Quickies

  • Mozilla Labs Test Pilot – Test Pilot is a platform collecting structured user feedback through Firefox. Test Pilot studies explore how people use their web browser and the Internet – and help us build better products. Once you install the Test Pilot add-on in Firefox, you will automatically receive notifications on upcoming and finished studies. You have the full control on your participation:
    * You choose if you want to participate in a particular study
    * You can see what data has been collected from you in real time
    * At the end of a study, you choose if you want to submit your data to the Test Pilot servers
    * You also have the option to quit the platform
    * If the test requires you to install a new feature or product, the platform will ask for your permission
  • The Men Who Stare at Goats Featurette – Goats Declassified – While the main film was wry, and a bit weak, this short (an extra track on the DVD) is a curious consideration of bringing in innovative thinking, without regards to what may seem ludicrous, contrary, or transgressive, into the military, a culture that is traditional and closed-minded.

ChittahChattah Quickies

  • GameCrush: Pay to play–with girls [CNET] – The website GameCrush pays girls to play video games and live-chat with gamers who pay for the privilege. It's the gaming equivalent of buying a girl a drink to chat her up, the developers say. A Player (yes, they're called "Players") buys points–500 cost $8.25–and uses them to buy "game time" with a PlayDate (yes, they're called PlayDates). Players browse through PlayDate profiles, and once they find one they're interested in they can send a gaming invite. If the PlayDate accepts the invitation, she can set her mood to "Flirty" or "Dirty" and it's game on (though any real gaming girl would set her profile to "Hurty" and kick your ass). The pair can chat, play, or both for the amount of time purchased. When their time is up, the Player is invited to send the remaining 100 points to his PlayDate as a tip.
  • The Idea of the Book [Murketing] – Rob Walker's interesting series of posts that look at the physical performance of the "book" as it morphs into or is represented by or as other objects such as sculpture, food, planters, purses, etc.
  • Story Book inColor by AIPTEK – AIPTEK Story Book inColor is the 1st color E-Book on the market and there are 20 built-in illustrated audio stories. Children can open the Story Book inColor and enjoy the story telling with illustration instead of watching TV alone. AIPTEK also provide online bookstore for story book purchasing and downloading. AIPTEK Story Book inColor can store as many books as children want. Story Book inColor creates a whole new experience with fun and easy learning process which leads children learn to love the reading. The 4-way buttons simulated the scenario for children of searching favorite books on bookcase and also the page up and down feeling when reading. There is 1GB internal memory on AIPTEK Story Book inColor which can stores up to 45 story books. The story books also can be saved to SD/SDHC, MMC, MS pro, and USB drive. Besides, in order to protect children’s eyes, after reading over 20 minutes, AIPTEK Story Book inColor will pop up an icon to remind children to take a rest.

Cutting Thru Clutter at SXSW

As David Armano writes about SXSW “Hundreds of vendors, brands and companies vie for your attention.” This was certainly one of my big surprises from the recent SXSW event (my first time attending). From the huge attendee bag o’ crap with every kind of sticker, sample beverage, light-up pen, button, pamphlet, coupon, invite, brochure, and screen cleaner imaginable, to the half-dressed-skinny-girls inviting us to try a WiFi cafe, I was struck how by showing up in Austin I was essentially a captive audience to be marketed to. There was free food-and-drink (the Ice Cream Man on 6th street hands ice cream to passerby, with a Nokia napkin; the Sobe people were giving out psych-ward-meds-sized portions), free electricity (via Belkin and Chevy), and on and on.


Pepsi had large area with several zones, including tents for…I guess…video conferencing. I saw people hanging out at the bar drinking small portions of Pepsi, but not many making use of this service.


Bing had a fleet of Town Cars, as well as hostess-y types that would offer you a free ride.


This bus was promoting the new book from Tony Hsieh (of Zappos). I just saw it driving around, or worse, idling. I never saw anyone get on, or off. Was it an eco-nightmare billboard? Or some sort of service? I think it’s kind of creepy!


Sidewalk advertising, of course. Let’s hope they cleaned it up after, or that the city was prepared to fine them. I haven’t checked out this URL, but feel free to and let us know in the comments. Or, really, why bother?


There are three concurrent/adjacent festivals: Interactive, Film, and Music. Each of them serves up an insane range of options, well beyond what we normally encounter in our choice-flooded lives. The net effect (and my theme here) is that content creators are expected to shout louder (or more interestingly) to create awareness for their product. Here are ads for all sorts of things, including a cryptic phrase about a hurting vagina (which turned out to be from a movie).


Those posters don’t go up by themselves. It takes work.


As Austin reached beyond-critical-mass, 6th Street, the live music area, was closed to traffic. People were passing out more pamphlets and flyers promoting their events. And here’s where many of them ended up.


Just because.


Drawing attention to yourself to promote an event.


iPad guy was the triggering noticing event that led to this post. On my second-to-last night I saw this guy walk by, with a cardboard iPad around his neck (yes, kids, this was before the iPad was actually available). I yelled out “Hey, iPad guy!” and he stopped and let me take his picture. We introduced ourselves, and I asked him why he was wearing an iPad around his neck (see, that ethnography experience comes in handy!!!). His answer? So people will talk to him, like I did (turns out he works for a Search Engine Optimization firm, so…). While SXSW is a hyper-condensed environment, it represents some early-adopter aspects of typical daily life, and so I was struck to see the continuum between the promotion of Pepsi, Sobe, Bing, an indie film, an indie band, and an individual.

I’ve had my experience with guerrilla methods of promoting myself (from wearing a giant sombrero when campaigning for student government, with the slogan “the little guy in the big hat” to wearing a very loud SpiderMan tie when interviewing for jobs at a CHI conference long ago…only to be upstaged by the guy with a resume-dispensing-box with an embedded recording of him giving his elevator pitch) but the past seemed quainter, where the extreme needs (getting elected, getting a job) permitted extreme norms. But at SXSW it seems like everything is a promotion for something and I feel just a little bad seeing us take our lessons on how to connect with each other from big brands. Is this an exception or an emergent norm?

My favorite content from SXSW:

Check out more of my SXSW pictures here.

Slides and audio from Integrating User Insight, my presentation with Aviva Rosenstein, are here.

You may also like License to Shill, a FreshMeat column from 2004.

ChittahChattah Quickies

  • Inc. Magazine Staffers Works Remotely To Make April Issue – [NYTimes.com] – Away from the office, some staff members struggled to adjust, as minor technical hiccups arose and parents working at home had to find ways to separate their work from their children. But in the end, most employees discovered that they could and should work out of the office more often — though they did not want to eliminate the office entirely. Mr. Chafkin found himself working more hours than usual in February and pining for the company of his colleagues. “I was way more productive, but way less happy,” he said. “I think one of the reasons people get into magazines is that it’s collaborative.” The collaboration that did happen needed to be arranged in advance, like setting a time for a conference call, rather than relying on an encounter in a hallway or chatting at a desk. Only once during the month did the entire staff gather, at Ms. Berentson’s home on the Upper West Side. When everyone got together, she said, it was “exactly like seeing old friends.”
  • OgilvyOne Uses Contest to Promote Salesmanship [NYTimes.com] – A contest from OgilvyOne asks participants to market a brick so their sales techniques can be judged. The prize is a job at the agency for three months. Participants submit their ads for the red brick via YouTube. The ad agency's contest is a nod to David Ogilvy, who offered straightforward opinions on the high importance of good salesmanship.
  • The Medium – Trust Busting [NYTimes.com] – A company shows anxiety on its face — that is, on its Web site, which has become the face of the modern corporation. Visit sites for recently troubled or confused enterprises, including Maclaren, Toyota, Playtex, Tylenol and, yes, John Edwards, and you’ll find a range of digital ways of dealing with distress.

ChittahChattah Quickies

  • The multitouch backlash begins? – CNET's explains "Another unique feature of the Backflip is the trackpad, which Moto calls Backtrack, located on the back of the display (when the phone is open)." And from Motorola's full-page newspaper ad today "Its new BACKTRACK navigation tool on the rear of the phone lets you intuitively navigate, scroll and select, all without ever having to fumble with the screen." Fumble with the screen? Indeed.
  • Different theater configurations led to different post-production "mixes" for Avatar – [Hollywood Reporter] – More than 100 different delivery versions of "Avatar" were created for the Dec. 18 day-and-date release in 102 countries. DLP digital cinema and non-DLP digital cinema required separate versions. In total, there were 18 different versions of "Avatar" created for the domestic market, plus an additional 92 for international markets, which were released in 47 languages. The international versions included more than 52 subtitled and 18 dubbed versions on film, 58 subtitled and 36 dubbed versions in digital 3D, nine subtitled and eight dubbed versions in digital 2D, and 23 subtitled and 15 dubbed versions for Imax. To optimize the experience for different screens sizes, Cameron made the decision to complete the movie in three aspect ratios: Scope (2:39:1), flat (1:85:1) and Imax (1:43:1).<br />
    (via Kottke)

ChittahChattah Quickies

  • Last supper ‘has been super-sized’, say obesity experts [BBC News] – The food portions depicted in paintings of the Last Supper have grown larger – in line with our own super-sizing of meals, say obesity experts. A Cornell University team studied 52 of the most famous paintings of the Biblical scene over the millennium and scrutinized the size of the feast. They found the main courses, bread and plates put before Jesus and his disciples have progressively grown by up to two-thirds. Based on the assumption that the width of an average loaf of bread from the time should be twice that of the average disciple's head, the researchers plotted the size of the Passover evening dishes. The main meals grew 69% and plate size 66% between the oldest (carried out in 1000AD) and most recent (1700s) paintings. Bread size grew by about 23%.
  • Butch Bakery – Where Butch Meets Buttercream – "Butch Bakery was born when David Arrick felt it was time to combine a masculine aesthetic to a traditionally cute product -the cupcake. When a magazine article mentioned that cupcakes were a combination of everything "pink, sweet, cute, and magical", he felt it was time to take action, and butch it up." Flavors include Rum & Coke, Mojito, Home Run, Beer Run, Campout, Tailgate, Driller, and (ahem) Jackhammer
  • Making Design Research Less of a Mystery [ChangeOrder] – Design researchers don't work exactly like professional detectives. We don't sit down with their users and start asking them point-blank questions regarding a single moment in time, such as, "Exactly where were you on the night of November 17th, when Joe Coxson was found floating face-down in a kiddie pool?" We don't consider the users as criminals, having perpetrated crimes against the state—our clients?—that must be solved. The crimes are the points of friction that go remarked (or unremarked) about the course of our subject's lives, in using the tools that surround them, and in the myths and beliefs that drive their everyday behavior. Our methods of detection are geared towards being sponges, soaking up both the large-scale and minute details that indicate layers of behavior that may have gone unremarked in the design and everyday use of various products, services, and interactive systems.
  • The Medium – Shelf Life [NYTimes.com] – People who reject e-books often say they can’t live without the heft, the texture and the scent of traditional books. This aria of hypersensual book love is not my favorite performance. I sometimes suspect that those who gush about book odor might not like to read. If they did, why would they waste so much time inhaling? Among the best features of the Kindleis that there’s none of that. The device, which consigns all poetry and prose to the same homely fog-toned screen, leaves nothing to the experience of books but reading. This strikes me as honest, even revolutionary….Most of these books were bought impulsively, more like making a note to myself to read this or that than acquiring a tangible 3-D book; the list is a list of resolutions with price tags that will, with any luck, make the resolutions more urgent. Though it’s different from Benjamin’s ecstatic book collecting, this cycle of list making and resolution and constant-reading-to-keep-up is not unpleasurable.
  • Human-flesh Search Engines in China [NYTimes.com] – The popular meaning of the Chinese term for human-flesh search engine is now not just a search by humans but also a search for humans, initially performed online but intended to cause real-world consequences. Searches have been directed against all kinds of people, including cheating spouses, corrupt government officials, amateur pornography makers, Chinese citizens who are perceived as unpatriotic, journalists who urge a moderate stance on Tibet and rich people who try to game the Chinese system. Human-flesh searches highlight what people are willing to fight for: the political issues, polarizing events and contested moral standards that are the fault lines of contemporary China.

ChittahChattah Quickies

  • The Pokémon franchise is finally trying to complete the profound leap from mere children’s media property to all-pervasive children’s lifestyle product. The Pokéwalker is an electronic pedometer. You load one of your assorted Pokémon onto the Pokéwalker, which connects wirelessly to the DS. You can then leave the DS, which is already smaller than a paperback, behind completely. You put the tiny Pokéwalker anywhere on your body and it will record every step you take in real life. Those steps are then automatically converted into points that are used to boost the Pokémon, discover new ones and unearth hidden objects. The Pokéwalker itself has a small screen that can be used to play a limited version of the game, and when you get home you can reconnect the Pokéwalker to the DS to synchronize your progress. With the Pokéwalker the game does become part of life. You really are carrying a Pokémon in your pocket and it really does matter how far you take it.

Whither goes Design?

Walking along the coast in Santa Cruz last weekend, Theresa and I and saw a plethora of unusual human-powered vehicles, including a variety of recumbent bikes, a crew of unicyclists, and several of these “camber-thrust” powered scooters.

Theresa commented on how odd it is that we’ve reached a stage of technical mastery where people are actually inventing things to make tasks harder, rather than easier.

To me, that says a particular design problem has been well-solved. While there’s value in further exploring that area, there’s also space to move on and tackle something else.

I think, writ large, there’s a relationship here to Nathan Shedroff’s thoughts on post-consumerism and what appears to be a wave of design-towards-social-good. Project H’s Emily Pilloton has been doing all kinds of press, including appearing on The Colbert Report. Jon Kolko recently launched the Austin Center for Design, whose mission is “to transform society through design and design education.” And IDEO’s Tim Brown continues to bring the message of design thinking to events like the World Economic Forum’s annual meeting in Davos.

So while there are still many consumer-facing design problems to solve, it seems Design has some headroom to take on non-commercial issues. For those who believe in design as a problem-solving approach, this is good news, and the interaction with players and systems beyond commerce will surely push the further evolution of our field.

ChittahChattah Quickies

  • It's a great time for ebooks. There are at least six ebook reader devices on the market or in preparation. A major business magazine predicts that up to seven million of these devices will be sold next year. A major consulting firm says ebook sales will account for ten percent of the publishing market in five years. And an executive at the leading computing firm predicts that 90 percent of all publishing will switch to electronic form in just 20 years. But the year isn't 2010 — it's 2000, and the ebook market is about to go into hibernation for a decade. What went wrong, and what can the failure tell us about the prospects for ebooks in 2010?

Wherefore art thou, User?

Lately we’ve been hearing and responding to a lot of chatter in the only-boring-stodgy-Microsoft-types-do-research vein, with language that essentially boils all user research down to testing tools that hinder the creative design process (see Don Norman hates research, Michal Migurski comes out against it).

But user research, at least as we conceive and practice it, is a different animal altogether. Testing relies on existing objects or realities and measures response against them. User research for design and innovation observes, examines, imagines and inspires. Here are just a few things that good user research can do.

  • Broaden the scope. Instead of asking people what they think of these newfangled eBooks, we took a deeper look, to understand how reading is changing and what people value. This led to actionable, inspirational design insights such as, “Books are more than just pages with words and pictures; they are imbued with personal history, future aspirations, and signifiers of identity. And, “There are opportunities to enhance digital reading by replicating, referencing, and replacing social (and other) aspects of traditional book reading.” (Read about Portigal Consulting’s Reading Ahead project here)
  • Discover meaning. Design Continuum explored the car rental experience with a group of Harvard Business Students recently to discover opportunities for improvement and innovation along numerous touch-points throughout the journey, inspiring students to envision altogether new experiences beyond the typical drudgery of current practice. (Description of event on Design Continuum’s blog here)
  • Shift perspective. Wells Fargo engaged with a small number of customers to understand that consumers’ experiences and world views are fundamentally different from the internal company view. This shed a whole lot of light on how to improve communications and experiences across internal organizational silos. (Excerpt from a Forrester white paper on this project here)

Alex Faaborg of Firefox channeled Don Norman’s take on design approaches during a recent ZURBSoapbox event,

There are two distinct approaches to design. One focuses on user-research to find out what people need/want. This approach is exemplified by Microsoft and is used mostly to mitigate risk. The downside of this ‘user testing’ model is that users can lead you astray. For example, if you ask everyone what their favorite color is the average will be gray. The second tries to bring a specific vision to life and an impression of the user they want to have. This approach is exemplified by Apple and can result in huge success or failure.

Now, while Faaborg mostly touts the second more glorious path, he does acknowledge “If designers don’t know what they’re doing it could be a disaster.”

How will designers “know” what they’re doing? Or, in this heroic design model, is there room only for psychic, infallible, savant designers who do just somehow “know?” Where does this leave the consumer, or “user,” or, as they are also known, people?

We believe that including people in the process of designing products for people is a good idea, and serves to drive great design and business concept development rather than preventing it.

There goes my hero…

Exploitative sellout and marketing disappointment, or layer cake of irony?

I saw this Kurt Cobain-branded Converse All-Star recently on the bargain racks at Ross. I laughed, I cried.


Detail of another shoe in “The Kurt Cobain Collection,” from the Converse website

Seattlest had a pithy take on it:

Kurt Cobain shaped the country’s rock music landscape while wearing Converse sneaks. He blithely, angrily altered Seattle’s future, ripped a hole for the city on the map of pop culture, all while wearing Converse. He went nuts on stage. He whispered and screamed. He played the shit out of guitars. He shot up and nodded off in the shoes.

Kurt killed himself while wearing Converse. The shoes were prominent in the image that famously documented his death. Naturally, then, Converse will begin selling Kurt Cobain-“inspired” shoes this May. It is, apparently, the “Converse Century,” after all. What better way to celebrate?

The full piece here.

ChittahChattah Quickies

  • It’s an improv exercise, but it’s not taking place in the Hopkins Center for the Performing Arts. Instead, it is in Professor Peter Robbie’s Design Thinking class in Thayer School’s MacLean Engineering Sciences Center. “This class on improv is a tool for brainstorming,” he explains. “I’ve always thought that the quickest and smartest folks at the brainstorming phase of design have been those who do standup and improv. They never say no. They never miss a beat. Improv requires players to accept what they are given, build on the ideas of others, and encourage wild ideas.” (via Core77)

ChittahChattah Quickies

  • Peter Booth (of Tin Horse Design) – Observing the Consumer [Eastman Innovation Lab] – Maybe this is a personal bias, but I'm often very compelled by how designers (at least, those who really "get" user research) talk about research. Because they always frame in terms of what it's good for, how it helps us make better things, they speak to many of the things I love about research, as a researcher. But people that do research don't always think about it – and thus describe it – that way.
    (via Core77)
  • A lament for the bookshelf [The Globe and Mail] – So we lose forever the pleasure known to humanity for 500 years of taking a stroll up and down the aisles of someone else’s brain by perusing their bookshelves. Gone will be the guilty joy of spending a rainy afternoon at a cottage with the remnants of someone else’s childhood: their Nancy Drews, their 1970s National Geographics. Without bookshelves, you will never know the warning signs contained in the e-reader of your handsome date – you will not know for months that he is reading The Secret and Feng Shui for Dummies, even if you stay over. You will never be able to ask, as casually as you can, “Did you like this?” as you pull down, as if fascinated, Patrick Swayze’s autobiography.

ChittahChattah Quickies

  • Books in the Age of the iPad [Craig Mod] – I propose the following to be considered whenever we think of printing a book
    * The Books We Make embrace their physicality — working in concert with the content to illuminate the narrative
    * The Books We Make are confident in form and usage of material
    * The Books We Make exploit the advantages of print
    * The Books We Make are built to last
    The result of this is:
    * The Books We Make will feel whole and solid in the hands
    * The Books We Make will smell like now forgotten, far away libraries
    * The Books We Make will be something of which even our children — who have fully embraced all things digital — will understand the worth
    * The Books We Make will always remind people that the printed book can be a sculpture for thoughts and ideas;Anything less than this will be stepped over and promptly forgotten in the digital march forward. Goodbye disposable books. Hello new canvases.
  • In Our Parents’ Bookshelves [The Millions] – A virtue of digital books is hey take up no space at all!—but even a megabyte seems bulky compared to what can be conveyed in the few cubic feet of a bookshelf. What other vessel is able to hold with such precision, intricacy, and economy, all the facets of your life: that you bake bread, vacationed in China, fetishize Melville, aspire to read Shakespeare, have coped with loss, and still tote around a copy of The Missing Piece as a totem of your childhood. What can a Kindle tell you about yourself or say to those who visit your house? All it offers is blithe reassurance that there is progress in the world, and that you are a part of it…To the extent that bookshelves persist, it will be in self-conscious form, as display cases filled with only the books we valued enough to acquire and preserve in hard copy. The more interesting story, the open-ended, undirected progression of a life defined by books will be lost to a digital world in which there is no such thing as time at all.

Bringing life to technology

Several things caught my eye today representing different ways of bridging manufactured things and organic beings (human and otherwise).

Alternative scale: instead of showing weight, this scale tells a person what to eat.

The knit footie below uses the heat generated by an Apple power adapter to warm the toes.

And finally, this living lamp produces a soft, ambient glow using cells from a Chinese hamster enriched with firefly genes.

Core77 Wiretap: Portigal Consulting talk about the Analog Human and The Digital Machine

Check out Core77 Wiretap: Portigal Consulting talk about the Analog Human and The Digital Machine. Here’s a teaser

Wonder what the conversation is like at someone else’s shop? Ever wanted to go backstage at a design firm? We asked Steve Portigal, Julie Norvaisas, and Dan Soltzberg of Portigal Consulting to sit down and share what they’re talking about. Here’s their open mike/chin-wag/theory slam.

Dan: I envisioned sitting down here to have this conversation and trying to figure out what we’re really talking about. So I pulled this statement out of some notes Steve wrote the other day: “The Analog Human; The Digital Machine.” I thought that was really provocative, so I wanted to start by asking you to say a little more about this idea?

Steve: I feel like there’s this tension that goes on in business and especially in marketing, this conceit that we can take humans-you know, messy, irrational, organic-and somehow cut them open and figure out the binary, rational, predictable, money-making algorithms that determine what they do. You see all this harnessing of science, you know, whether it’s neuro-this or lie detector-that or psychotherapy-this that gets used in the service of, not helping people, but helping marketers crack the nut of what people want, where is the desire center in the brain. You know, that we can learn things about people in a way that is “true”-that is predictable and true, and will determine consumption patterns. I find the idea that we should be able to do that just fascinating, because that’s not the world of people that we live in as people, so why as marketers or designers or producers do we think that we should turn people into things that they really aren’t?

Julie: There’s another aspect of that that I find really fascinating too: that you’re just talking about it in this dichotomy like there’s “us,” and then there’s “people.” Well, we’re people, right? We’re people trying to understand people and trying to create these scientific methods of doing it is just-I think you’re absolutely right-a conceit, and we often kind of remove ourselves from the situation. And I think empathy is a much more powerful tool than science in that case.

Meanwhile, here’s a few links we’ve come across in the past few days that pick up on some of the themes we explore in our dialog.

I Need You to Need Me

The need statement (“People need… blah blah”) is a cornerstone of user research. Observations, patterns and insights (all our hard work!) distilled into succinct statements neatly pointing to the problem that we are empowered to solve through design. I have long been pondering the use of (and occasional over-reliance on) the need statement (“It’s not an insight if you can’t turn it into a need!”). I have certainly seen the pursuit of the perfect need statement wander into the realm of the absurd at the project level, but they are especially funny when encountered out “in the wild.”

While preparing dinner the other day I noticed this pasta packaging

I’ll bet my pasta can kick your pasta’s ass at meeting needs!

The pasta packaging’s need-shouting put me in mind of this terrific skewering of an exaggerated marketing-department-generated need statement from what is possibly the best review of anything ever, John Phillip’s review of the 2002 Cadillac Escalade EXT for Car and Driver magazine (not found on the Car and Driver site anymore, but full text can be found here):

“Cadillac’s brand manager says, ‘Cadillac research showed that there was a real need for the EXT.’ A real need for a Cadillac pickup? Really? If so, then here are a few things that I really need: An air-conditioned front yard. Iguana-skin patio furniture. Stigmata. Mint-flavored Drano. Gold-plated roof gutters. A 190-hp MerCruiser SaladShooter. A dog with a collapsible tail. An office desk that converts into a Hovercraft. Chrome slacks. A lifetime subscription to Extreme Fidgeting. A third arm. A fourth wife. A smokeless Cuban Robusto. Reusable Kleenex.”

Along those lines but even more ridiculous, here’s another example from a recent post on the blog Sociological Images (CNN Reports on High-Tech Blow-up Doll like it’s an iPad – NSFW!) about a robot sex doll profiled on CNN. The author of the post deconstructs CNN’s interview with the inventor of this product, adding her own interpretation.

“‘There’s a tremendous need for this kind of product,’ said [inventor,] Hines-Translation: Sex dolls are like food stamps and day care; their existence fulfills an important and tremendous need. What? You don’t have one? How do you live!?”

While the pasta claims may be over the top, my noodles did at least meet the need of filling my belly. If we recall Maslow’s Hierarchy of Needs, we know that there is, well, a hierarchy of needs from survival to enlightenment. But the Escalade EXT and the robot doll challenge the fundamental notion of need altogether. Or at least over-dramatize it. Do these products (or 100 calorie Oreo snack packs or scoop-free automatic litter boxes or even iPhones) really exist because we need them? When marketers make such claims do they believe that people really do feel that they need these things? Or that they will if they hear them say it? When we, as researchers, use need statements at the front end of the development process, do we always believe them?

Maybe our introduction of (and insistence on) the need statement at the beginning of the process trickles down, and we’re all convincing each other that people really NEED the things we’re designing. Perhaps we could consider a different word to describe the “need” for objects and experiences such as massive gas-guzzling pick-up trucks and robotic sex dolls. “Want” works for me.

See also: Personas Leaking Outside the Enterprise

ChittahChattah Quickies

  • Topeka, KS changes its name (for a month) to Google, KS – I wrote about this sort of bombastic advertising in interactions (http://interactions.acm.org/content/?p=1231) referencing the dot-com era's Half, Oregon, and the classic Truth or Consequences, NM
  • Toy Traveling – Travel Agency for Teddy bears and cuddly toys – [Productizing the" trend" of taking pictures of your stuffed animals on your vacation] Is your darling exceptional? Give him extraordinary present – trip to Prague – the beautiful heart of Europe. Except amazing experiences, he will bring back home many great photos and other presents. Do you collect stuffed toys, dolls or other fun “non-living” friends and you believe they also deserve rest and vacation or an outstanding experience in an interesting country? If you do, pack up its suitcase, wish it a nice trip and send it to the Czech Republic where your friend can enjoy the historic beauty of Prague as well as other services that will leave both you and your friend satisfied. Let it go on cool trips, group events and wellness therapy in the heart of Europe – done with respect to your friend and loving care. We are tolerant and unbiased. We will be happy to welcome all kinds of your toys regardless nationality, race, religion, sexual preferences, age or handicaps.
  • A list of UX-related sessions at SXSW Interactive [Nick Finck] – There's a great deal happening at this event! Here's one attempt to filter (including our session on UX methods!)

ChittahChattah Quickies

  • Segmenting the Hendrix fan [NYTimes.com] – “We believe that there is a Jimi Hendrix fan out there at 99 cents and at $9 and at $20 — all the way across the spectrum,” Mr. Block said. “We want to make each fan an appropriate offering. Is the complete Jimi Hendrix on vinyl something every music fan would want? Absolutely not. Would there be a market for it? Absolutely.”
  • Jerry Seinfeld on ideas [NYTimes.com] – Whatever happens to “The Marriage Ref,” Mr. Seinfeld said that he was out of ideas now. “Ideas are a terrible obligation,” he said. “Who needs something else to take care of? I have kids. I’d rather nurture them than another idea.”
  • The Disposable Film Festival – In recent years a new kind of film has emerged: The Disposable Film. It has been made possible by new media (webcams, point and shoot digital cameras, cell phones, screen capture software, and one time use digital video cameras) and the rise of online distribution (YouTube, Google, MySpace, etc.). These films are often made quickly, casually, and sometimes even unintentionally. Everyone has become a Disposable Filmmaker: directors of Saturday night cell phone videos, actors under the eyes of security cameras, and narrators before their webcams. Let's face it – we live in an age of disposable film. Now it's time to do something creative with it.
  • How to Kill Innovation: Keep Asking Questions – Scott Anthony [Harvard Business Review] – Resource-rich companies have the "luxury" of researching and researching problems. That can be a huge benefit in known markets where precision matters. But it can be a huge deficit in unknown markets where precision is impossible and attempts to create it through analysis are quixotic. Entrepreneurs don't have the luxury of asking "What about…" questions, and in disruptive circumstances that works in their favor.

    So what's the alternative? Substitute early action for never-ending analysis. Figure out the quickest, cheapest way to do something market-facing to start the iterative process that so frequently typifies innovation. Be prepared to make quick decisions, but have the driver of the decision be in-market data, not conceptual analysis. In other words, go small and learn. Pitch (or even sell) your idea to colleagues. Open up a kiosk in a shopping mall for a week. Create a quick-and-dirty website describing your idea. Be prepared to make quick decisions.

ChittahChattah Quickies

  • Klaus Kaasgaard: Why Designers Sometimes Make Me Cringe [interactions magazine] – [A response to Dan Formosa's piece about marketing research] There is no doubt that Formosa has been exposed to a lot of bad market research in his career. So have I. But I have also been exposed to a lot of bad design research, whether dealing with qualitative data or quantitative data. I cringe at both. And while we should point out when the emperor has no clothes in our daily work situations, it is not the bad research that defines a discipline. I have been exposed to both good market research and good design research as well and, more important, some of the most compelling and impactful research combined different research techniques for a more comprehensive and insightful outcome. That, I suppose, leads me to my conclusion.
  • How many Kindles have really been sold? (And other interesting tidbits about ebooks) [Mobile Opportunity] – Some interesting numbers about the size and dynamics of the market: sales, usage, platforms, content. One highlight is the preferred device used to read ebooks
    -PC: 47%
    -Kindle: 32% (and rising in later waves of the survey)
    -iPhone: 11%
    -iPod Touch: 10%
    -Other smartphones (including Blackberry) 9%
    -Netbooks 9%
    -Sony Reader 8%
    -Barnes & Noble Nook 8%
  • Secret Society for Creative Philanthropy [SF Chronicle] – Altruism is the whole idea behind the new charity, called the Secret Society for Creative Philanthropy. It's the brainchild of Courtney Martin, a South of Market writer who dreamed up the idea four years ago in New York and has handed out a stack of her own $100 bills every year to select good-deed doers who agree to dream up unusual ways to use the dough. Jeremy Mende took a stack of cash to Union Square and offered pairs of strangers $1 apiece if they would have one-on-one conversations with each other. Then he videotaped the conversations and made a home movie. The strangers talked to each other about sex, fireworks, banana slugs, gin, orgasms and Marlon Brando. Some of the conversations were worth a lot more than $1. The best idea seemed to come from Martin's own mother. She used her $100 to buy 400 quarters and scatter them on a grammar school playground.
  • R.J. Cutler: What I Learned From Anna Wintour [HuffPo] – Some principles of management from the director of The September Issue. We watched the film this week and highly recommend it. I thought about work as well; the film offers up lots of provocation around collaboration, artistic vision, managing teams of people, power, prototyping, and more.
    (via Kottke)

ChittahChattah Quickies

  • chat roulette – a short film by Casey Neistat – Chatroulette is a emergent online phenomena, connecting random people via webcams. Casey acts as participant-observer, experimenting with the service and observing what happens, as well as reflecting on his own feelings about the experience and ruminating about the implications.
  • The worst Olympic uniform [Rob Walker] – If there’s a more pure example of conformity trumping practicality, I can’t think of it. Oh, wait, sure I can: Phony-holed jeans. For years the hollow claims of every marketing guru who insists that consumers “demand authenticity” has been neatly debunked by the success of the high-end “distressed” denim phenomenon. Buying jeans whose wear-and-tear is implemented by far-flung factory workers and machinery, according to specific standards devised and overseen by layers of corporate design-management — and in fact paying extra for such jeans, and pretending that this somehow signals rebel style — is a capitulation to simulacra-culture so Xtreme it would make Debord giggle and Baudrillard weep. Or vice versa. Whatevs.

My Devo color is red

After embarking on a customer research process (see Focus grouping the future), Devo (yes, the band) is now running a color survey. Surveys? What’s not to love! While we encourage you to check it out (if for no other reason than the satisfying UI, one of the best we’ve ever seen in an online survey), we’ve picked a few choice questions as a teaser. My Devo color is red. What’s yours?



Also see some fave survey posts from the past

ChittahChattah Quickies

  • Pediatricians call for a choke-proof hot dog [USATODAY.com] – The American Academy of Pediatricswould like to see foods such as hot dogs "redesigned" so their size, shape and texture make them less likely to lodge in a youngster's throat. More than 10,000 children under 14 go to the emergency room each year after choking on food, and up to 77 die, says the new policy statement, published online today in Pediatrics. About 17% of food-related asphyxiations are caused by hot dogs.

    "If you were to take the best engineers in the world and try to design the perfect plug for a child's airway, it would be a hot dog," says statement author Gary Smith, director of the Center for Injury Research and Policy at Nationwide Children's Hospital in Columbus, Ohio. "I'm a pediatric emergency doctor, and to try to get them out once they're wedged in, it's almost impossible."

URF10: Research, Creativity and Astonishment

Many thanks to our friends at Bolt|Peters for hosting an energizing User Research Friday last week! Dan and I heard a recurring theme of research and creativity, both in method and mindset. Dan noted that several people spoke about research and creativity as though they were separate, and that combining them was somehow novel. But research done well, from framing the problem through storytelling, is creative by nature!

In particular I was struck by how Michal Migurski of Stamen (see his annotated slides here and video here) framed his discussion on their creative visualizations of information streams for Digg Labs and the Twitter Track for the Olympics (to name just a couple) as research-free, when we saw their work as a terrific illustration of a pretty standard method: Using stimulus (in this case the visualizations themselves) to do rapid prototyping based on immediate user feedback, all as a way to guide development. He even talked about Digg Labs as a “wide-open playing ground” for this kind of cycle of experimentation.


One of many visualizations on Digg Labs


NBC Olympics Real Time Twitter Tracker

Even beyond that, Migurski implied that Stamen’s visualizations have become research tools that help people to understand, navigate and make use of vast swathes of data, such as the journalist who keeps the Digg example up on his screen as a snapshot of what’s got buzz. So Stamen’s gorgeous visualizations are really a product of research as well as possibly a nascent research method. If their creation doesn’t feel to Migurski like deliberate research methods are being employed that may be because it’s just so embedded in their process. I’d argue that’s the best kind of research: an integral part of the process.

Now, terms like “User Research” are slippery, but I do object to his definition:

“User research, to me, is an attempt to mitigate and control astonishment by determining what an audience believes or expects, and where possible delivering on that belief and expectation. User research promises stability and predictable outcomes, and I think that we’re at a curve in the road where the idea of stability is just not all that interesting.”

This sounds like the objectives of conventional focus group or usability testing, not the front-end discovery methods that are at the core of our discipline. Our goal is not simply to determine what consumers believe or expect and then use those observations as marching orders, but to creatively synthesize these discoveries into insights about what people need and value, in order to drive the development of experiences and products that delight and (why not!) astonish.

Overall, the content at URF10 left us hungry for more discussion about how creative research methods are used as a set of inputs and methods that complement and inform design and business strategy at many stages of the development process.

Finally, a tip of the hat to presenter Ed Langstroth of Volkswagen for telling us about the “Party Mode” button (which turns up the bass in the back of the vehicle) on the new Toyota 4-Runner:

For more User Research Friday goodness, check out Steve’s 2008 User Research Friday presentation: Research and Design: Ships in the Night? (slides, audio, and video here) and the subsequent articles in interactions: Part I and Part II .

Reading Ahead: Focusing Your Story

Reading ahead
While we “delivered” our project’s results in an earlier post, in our client engagements we often have the experience of revisiting the same material for another audience. We might deliver a 3-hour interactive presentation with our core team, and then come back weeks later and share the highlights with their management team. And while we might panic at compressing the 3 hours into (say) one hour, it’s a really powerful editing activity when forced to do that. What is the core of the story? What do people need to know about? What have we learned in giving the presentation already? What has changed since then?

For Reading Ahead, we’ve been sharing this work with friends at Adobe, Blurb, UC Berkeley, and the Savannah College of Art and Design. And that’s given us a chance to revisit the presentation. We’ve refreshed it visually, focused the core message, and expanded it to include some things that came out since our initial research was conducted (i.e., Amazon’s advertising campaign for the Kindle and the launch of the Nook). We haven’t recorded a new narration (check out the full deliverable if you want that), but you can see how we’ve focused our story in this presentation.

ChittahChattah Quickies

  • DEVO – Focus Group Testing the Future [YouTube] – Filled with brilliantly sarcastic soundbites, this is definitely pushing on post-modernism/post-irony. DEVO doing focus group testing (or so they say) on every aspect of their 2010 offering (brand, logotype, instrumentation, clothing). Interesting also to see how this appears in the press with varying amounts of the irony removed.
  • Theater Preshow Announcements Take Aim at Cellphones [NYTimes.com] – In a production of “Our Town” the director, David Cromer, who played the Stage Manager, took a minimal approach because he wanted to stay true to Thornton Wilder’s desire to forgo conventional theatrics. “In that show we had this issue, which is that there was to be no theater technology. The whole act of my entrance was that you were supposed to think it was someone from the theater,” Mr. Cromer explained. “We didn’t want the Stage Manager to come out and say, ‘Please turn your cellphones off,’ because that would be rewriting Wilder.” Instead Mr. Cromer simply held up a cellphone upon entering at the beginning of each act and then turned it off and put it away, casually showing the audience what to do without talking about it. “The first time I was watching another actor take over in the show as the Stage Manager,” Mr. Cromer said, “he came out, held his cellphone in the air, and the woman next to me said, ‘Oh, someone lost their cellphone.’ ”

ChittahChattah Quickies

  • Glamtini Events: Where Girls of All Ages GLAM IT UP – Party packages include hair, makeup, nails, dress-up accessories to glam it up, and a 15-minute photo shoot. Check out the "party photos" and the video at http://blip.tv/file/1714995/>
  • Adobe and Wired Introduce a New Digital Magazine Experience [YouTube] – A strong emphasis on digital (i.e., touch, pan-scroll, non-linear) navigation, with a lesser impact on the actual content.

Forever in authentic blue jeans

Intersting recent ad for Lucky Jeans

Two details of the ad:

I am impressed how the overall aesthetic of the ad just oozes authenticity. There’s real craft and attention to detail, leading to a strong sense of quality. But all these details they are calling out are examples of manufactured fakery: making new jeans look like worn jeans. They’ve taken inauthenticity to such a level of quality that it becomes authentic in its own way!

For more on this theme, see my recent interactions column with Stokes Jones, On Authenticity

ChittahChattah Quickies

  • Famous user figures in the history of HCI [Pasta&Vinegar] – Marketing people, engineers and designers often rely on persona, i.e. fictional characters created to represent the different user types within targeted characteristics that might use a service or a product. In the history of human-computer interaction, some user figures have been so prominent that it is important to keep them in mind.

ChittahChattah Quickies

  • Oprah’s No Phone Zone – Creating Behavioral Change By Asking People to Publicly Pledge – If you think you have the cell phone, texting and driving thing down…you do not. Sign our pledge to make your car a No Phone Zone and pass it on. You could save a life—maybe even yours. I pledge to make my car a No Phone Zone. Beginning right now, I will do my part to help put an end to distracted driving by pledging the safest driving behavior I can commit to:
    (x) I will not text while I am driving
    (x) I will not text while driving and will use only handsfree calling if I need to speak on the phone while I am driving.
    (x) I will not text or use my phone while I am driving. If I need to use my phone, I will pull over to the side of the road.

ChittahChattah Quickies

  • Dan Formosa on Why Marketing Research Makes Us Cringe [interactions magazine] – In a bigger picture, design research needs to expand its techniques to more fully understand the potential of design. It’s bad enough that some of these marketing-based methods continue to be practiced in a rote manner in the field of marketing. (Delving into technical discussions involving both logics and statistics can bring many people, in marketing and design, far from their comfort level.) But blindly applying marketing methods to design creates a double whammy that should be avoided at all costs.

Choose Your Own Adventure

While visiting Savannah, GA last week I walked past this display vehicle in front of the police station

This combination of a taxi and a police car has the license NO DUI.

Zooming in for the important details:

This is a powerful visualization between two alternatives: if you have been drinking you can either ride in a cab or ride in a cop car (when you will inevitably be pulled over). The emphasis is on the cost difference between those two choices, rather than (say) the moral obligation to protect others. The binary aspect of the car is a great reframe, suggesting the citizen has the power (via their choice), rather than the police who enforce/catch/punish.

I wonder if there are studies that determine the most effective persuasive messaging, and how choice (i.e., “Click It or Ticket”) works differently than fear or guilt. Intuitively, I would believe that the positive message is more effective, but I’d love to find out more about how these messaging strategies are determined and how the individual messages (such as this car) are created.

ChittahChattah Quickies

  • The Story: A one-day conference about stories and story-telling – The Story will be a celebration of everything that is wonderful, inspiring and awesome about stories, in whatever medium possible. We’re hoping to have stories that are written, spoken, played, described, enacted, whispered, projected, orchestrated, performed, printed – whatever form stories come in, we hope to have them here. The Story is not about theories of stories, or making money from stories, but about the sheer visceral pleasure of telling a story. Whether it is in a game, a movie, a book, or a pub, we’ve all heard or told or been part of stories that have made us gasp, cry or just laugh.

Book lovers

In Reading Ahead, our recent self-funded study on books and digital readers, we saw how much people prize the physicality of books – the tactile and kinesthetic aspects of the reading experience. One of our design recommendations was to “include the sensual” in designing digital readers.

One tongue-in-cheek example of including the sensual is this Kindle case by Busted Typewriter.

Here is a recent iteration of the same idea; this time in a case for the MacBook.

Artist Brian Dettmer creates “book autopsies” by carving away the pages of books to reveal the images inside.

Talking about the growing popularity of digital readers, one of the people we interviewed for the Reading Ahead study said, “Someday there will be this cool retro thing called a book.”

If she’s right, what else will people do with them?

ChittahChattah Quickies

  • After 40 years, Heinz revamps ketchup packets [msnbc.com] – The redesigned ketchup pack, unveiled Thursday by H.J. Heinz Co., is shaped like a shallow cup. The top can be peeled back for dipping, or the end can be torn off for squeezing. It holds three times as much ketchup as a traditional packet. "The packet has long been the bane of our consumers," said VP Dave Ciesinski. "The biggest complaint is there is no way to dip and eat it on-the-go." Heinz struggled for years to develop a container that lets diners dip or squeeze, and to produce it at a cost that is acceptable to its restaurant customers. Designers found that what worked at a table didn't work where many people use ketchup packets: in the car. So two years ago, Heinz bought the design team a used minivan to give their ideas real road tests. The team studied what each passenger needed. The driver wanted something could sit on the armrest. "We created the packet in 1968," he said. "Consumer complaints started around 1969."

Twitter as the Tree of Souls


The Omaticaya clan link the group mind via the Tree of Souls in the movie Avatar

Steve published a Quickie post recently on the Twitter remix of his Deep Dive Interviewing Secrets webinar.

I was struck by how the Twitter remix goes beyond reportage, not just echoing the points raised in the presentation but adding a layer of synthesis and translating the content across different media.

It’s a crowd-sourced boiling-down, and yet another of many examples of how this type of platform can be harnessed to interpret and respond to events in real time.

It’s also another illustration of how, as complex as technology has become, it so often still exists in service to the most elemental human activities. In this particular usage of Twitter, the support of tribal communication and the distillation of the group mind.

ChittahChattah Quickies

  • Remixing Deep Dive Interviewing Secrets [Things On Top] – This remix of tweets from “Deep Dive Interviewing Secrets”, a UIE virtual seminar by Steve Portigal, gives you some of the answers. I missed out on Steve’s webinar, unfortunately, and decided to check out what others had tweeted about it using the hashtag #uievs. Luckily, there had been lots of activity and discussion, and I felt that Twitter provided me with quite a comprehensive summary of Steve’s stunning insights in to interview techniques. For my own sake and for future reference, I decided to compile that Twitter timeline in to a short document.
  • Remembrance of Candy Bars Past [WSJ.com] – These companies are the face of what the candy industry in America used to be. Each city or region had its own factories, and people could actually see and smell the place where their favorite sweets were made. Regional candies are a dying breed. Today, there are perhaps a dozen such concerns left in America. The rest have been swallowed up, or put out of business, by the massive consolidation that has shaped the modern confectionery industry. Thousands of candy bars have disappeared along the road to consolidation, including such recent delicacies as the peanut butter-and-chocolate pods known as Oompahs, the treacherously chewy Bit-o-Choc, the glorious, nougat-and-caramel-filled Milkshake, and the Bar None, an ingenious marriage of peanuts and wafers dipped in chocolate. Also gone (but not forgotten) is the curiously alluring Marathon Bar, a braided rope of chocolate and caramel whose wrapper featured a ruler on the back.

ChittahChattah Quickies

  • Skirting the Glut of iPhone Apps [NYTimes.com] – The average iPhone or iPod Touch owner uses 5 to 10 apps regularly. This despite the surfeit of available apps: some 140,000 and counting. [The iPad] doesn’t mean that people will change their habits. Actually, it may just make them feel a tad more overwhelmed. The next generation of gadget users might prove different, but for now it is clear that people prefer fewer choices, and that they gravitate consistently toward the same small number of things that they like. For every zealous owner whose iPhone is loaded with little-known programs that predict asteroid fly-bys, there are many more who seldom venture outside the predictable. Most say they’re too busy, too lazy or just plain flummoxed by the choices. “I think I’m supposed to want more of them than I have,” said Julie Graham, a psychotherapist in San Francisco. “There’s this sense that I’m missing out on something I didn’t know I needed.”

ChittahChattah Quickies

  • Apple introduces iBooks: iTunes for eBooks [Download Squad] – Basically iBooks is like iTunes for eBooks. Apple has reached deals with 5 major book publishers and starting today there should be a ton of books available for download including New York Times bestellers. We don't have details on the price yet. And I'm a bit skeptical that Apple's 1.5 pound, 10 inch tablet with a full color display is going to provide the same kind of reading experience as a thin, light, and high-contrast grayscale eBook reader such as a 10 ounce Amazon Kindle. But it should be interesting to see how Apple's new eBook marketplace affects the digital book space. Amazon, Barnes & Noble, and other eBook distributors are about to get some serious competition. And that should be a good thing for innovation both in the software and hardware for digital book readers.

ChittahChattah Quickies

  • Confessions of a Book Pirate [The Millions] – I own around 1,600 physical books, maybe a third of which were bought new, the rest used. I buy many hardcovers in a given year and generally purchase more books than I end up reading, so I have not chosen to collect electronic books as opposed to paper books but in addition to them. My electronic library has about a 50% crossover with my physical library, so that I can read the book on my electronic reader, “loan” the book without endangering my physical copy, or eventually rid myself of the paper copy if it is a book I do not have strong feelings about.
  • Google’s "Search Stories" advertising – Very powerful quick ads made of screenshots only, show how using Google for search (and other) is an element – perhaps integral – of the stories that our lives are made of.

ChittahChattah Quickies

Sign up for this week’s webinar on Deep Dive Interviewing Secrets

On January 28th, I’ll be presenting a UIE Virtual Seminar on Deep Dive Interviewing Secrets. Sign up here!

You”ll learn how to ask great interview questions and take your user research to the next level. You’ll see that the best information comes from what Steve calls “breathing their air”-getting out of YOUR environment and into THEIR environment. Empathy brings about the best understanding. In this not-to-miss-seminar, you’ll get:

  • How to prepare your Field Guide: the complete overview of interviewing questions and other techniques that go beyond the spoken interrogative.
  • An understanding of how to build rapport with your users through listening, and the many ways to do that effectively.
  • How to work with varying levels of experience and expertise, in your user community, and even within your own team.
  • Techniques to use when any opportunity presents itself, even those chance encounters with users.
  • Lots of great examples. The good, the bad, and yes, the ugly.

This seminar will provide techniques for your design team getting them to a solid understanding of your customers’ and users’ needs. You’ll come away with techniques and tools you’ll want to put to use right away. Once you do, you’ll see immediate benefits and better designs as a result.

Check out a quick preview of the session, and register here. Use promotion code CHITTAHCHATTAH to get lifetime free access to the recording after the fact (normally a separate cost).

ChittahChattah Quickies

  • The Book Club With Just One Member [NYTimes.com] – Reading might well have been among the last remaining private activities, but it is now a relentlessly social pursuit. …The collective literary experience certainly has its benefits. Reading with a group can feed your passion for a book, or help you understand it better. Social reading may even persuade you that you liked something you thought you didn’t. There is a different class of reader, though. They feel that their relationship with a book, its characters and the author is too intimate to share. Ms. Stead remembers having had especially intense feelings about books when she was young. “For me, as a kid, a book was a very private world,” she said. “I didn’t like talking about books with other people very much because it almost felt like I didn’t want other people to be in that world with me.” Particularly with the books we adore most, a certain reader wants to preserve the experience for reflection, or even claim the book as hers and hers alone.

ChittahChattah Quickies

  • In An Era Of Immediacy, Why Fear The E-Book? [NPR] – The fact is that books are special. Why else are we so careful not to bend their spines? Why else do we grant them honored space in our living rooms, our bedrooms? I can't see people expressing the same reverence for the flashing bits of data that flicker across their e-books (and don't even get me started on what this means for book signings). Yes, it's wonderful to have a library at our fingertips. But the digital library is a noisy, crowded place, filled with sports stars and politicians and celebrities. I'm afraid the reader might not even notice I'm there.

ChittahChattah Quickies

  • Lost Garden: Ribbon Hero turns learning Office into a game – If an activity can be learned; If the player’s performance can be measured; If the player can be rewarded or punished in a timely fashion, then any activity that meets these criteria can be turned into a game. Not only can you make a game out of the activity, but you can turn tasks traditionally seen as a rote or frustrating into compelling experiences that users find delightful.
  • With Rival E-Book Readers, It’s Amazon vs. Apple – [NYTimes.com] – Ian Freed, vice president for the Kindle at Amazon, said he expected developers would devise a wide range of programs, including utilities like calculators, stock tickers and casual video games. He also predicts publishers will begin selling a new breed of e-books, like searchable travel books and restaurant guides that can be tailored to the Kindle owner’s location; textbooks with interactive quizzes; and novels that combine text and audio. “We knew from the earliest days of the Kindle that invention was not all going to take place within the walls of Amazon,” Mr. Freed said. “We wanted to open this up to a wide range of creative people, from developers to publishers to authors, to build whatever they like.”
  • Pushing Military Styles to a New Level of Ferocity [NYTimes.com] – A stepped-up demand for vests, blazers and hoodies tough enough to deflect a .22-caliber blast but sleek enough for a night of clubbing suggests that body armor is not just for the security-conscious. Fake or real, it exerts a pull on those inclined to flaunt it as a flinty fashion statement. “The trend to protective gear is pretty strong right now,” said Richard Geist, the founder of Uncle Sam’s Army Navy Outfitters in downtown Manhattan. “It’s big with rappers, alternative types and even some women.” Uncle Sam’s sells protective gear to the military. But most of its clients are civilians who snap up authentic bulletproof vests for as much as $1,000 or trade down to look-alike versions stripped of their armored lining ($24).
  • ComScore Calls Shenanigans on Gartner’s 99.4% App Store Figure [Maximum PC] – Gartner says 99.4% of app sales in 2009 were from Apple. ComScore disputes the figures but Gartner stands by its determination.
  • Amazon launching Kindle Development Kit so third parties can develop apps – Active content will be available to customers in the Kindle Store later this year. Remember that unlike smart phones, the Kindle user does not pay a monthly wireless fee or enter into an annual wireless contract. Kindle active content must be priced to cover the costs of downloads and on-going usage. Voice over IP functionality, advertising, offensive materials, collection of customer information without express customer knowledge and consent, or usage of the Amazon or Kindle brand in any way are not allowed. In addition, active content must meet all Amazon technical requirements, not be a generic reader, and not contain malicious code.

ChittahChattah Quickies

  • "Hack things better" with malleable silicone SUGRU – "Why are so many products just so bad? Uncomfortable tin openers, leaky trainers, they get our goat! Why should you have to spend £20 on a designer tin opener? You shouldn't! Hack the one you have instead. Power to the (handy) people! Sugru is like modeling clay when you take it from its pack. Once it's exposed to air, it cures to a tough flexible silicone overnight using the moisture in the air. Working time = 30 mins. Cure time = 24hrs (3-5mm deep)" The sugru website includes a blog that features product improvements achieved through its use.

ChittahChattah Quickies

  • Electric Bicycles Are Gaining a Toehold in the U.S. [NYTimes.com] – But there may be a greater challenge for companies like Sanyo and other e-bike makers. People tend to think of their transportation, like their clothes or cellphones, as an expression of their identity. In China, riding an electric bike conveys professional achievement, even a certain degree of wealth. People in the United States, said Ed Benjamin, an independent consultant in the bike business, don’t quite know whether these bikes are fashionable. The e-bike is “an ambiguous statement,” Mr. Benjamin said.

ChittahChattah Quickies

  • LA Gang Tours: An opportunity to save a life, create jobs and rebuild communities – The mission of LA GANG TOURS is to provide an unforgettable historical experience for our customers with a customized high-end specialty tour. We will provide customers with a true first-hand encounter of the history and origin of high profile gang areas and the top crime scene locations in South Central, Los Angeles. Each tour bus for LA GANG TOURS will have a guide from the South Central areas who has gained hands-on knowledge and experience of the inner city lifestyle. The objective is to create jobs for the residents of South Central, Los Angeles; to give profits from the tours back to these areas for economic growth and development, provide job/entrepreneur training, micro-financing opportunities and to specialize in educating people from around the world about the Los Angeles inner city lifestyle, gang involvement and solutions. Your participation allows the success of a cease-fire agreement between three of the largest and most notorious gangs in L.A. history.

ChittahChattah Quickies

  • What’s this? A kinder, gentler IRS? [Consumer Reports] – On Monday the IRS introduced a redesign of nine of its form letters, or "notices," to be more consumer friendly, or, as they put it, "as part of their ongoing effort to improve the way it corresponds with taxpayers." In the true spirit of our bloated bureaucracy, this initiative was the result of the "Taxpayer Communication Taskgroup" which started its work way back in July of 2008, and, other than the nine (9!!) newly designed letters, the Taskgroup's efforts also resulted in the establishment of a new office, the "Office of Taxpayer Correspondence." You can find a link to a pdf comparing the original and redesigned letters on the Consumer Reports link… what do you think?

With a name like Murder, it’s got to be good…

Business strategist Nilofer Merchant presented her branded “MurderBoarding” process at the IxDA SF monthly meeting last night.

While brainstorming generates lots of ideas, you still have to discern the right choices to win. AND you have to get a group of people to believe that IT is the right solution.

The opposite of whiteboarding, the MurderBoarding™ decision process ensures teams creatively generate many potential options before “killing off” options one-by-one until there is single best solution for a specific organization and situation.

Merchant is certainly right that companies often have as much difficulty dealing with the aftermath of idea generation – What do we do now? – as the divergent exploration itself. There’s no question that for many organizations, moving forward from idea generation in a grounded way is a challenge, and it’s great that Merchant has structured a process for establishing decision-making criteria and prioritizing ideas for development. We’ve had to create this type of process too, and have increasingly been working with our clients from research through ideation to evaluating and prioritizing ideation results through the lens of what we’ve helped them learn about their customers.

Merchant’s book, The New How, just came out a month ago, and it’s quite possible that her presentation was intended to serve as a teaser for the book, rather than a standalone piece, but at the conclusion of the talk I felt like I was still waiting for it to start – for me, there was a bit of the “no there, there” feeling to it.

When a process comes along with a provocative new name like MurderBoarding, it can be both affirming and disappointing to find out it’s more or less in line with what you’ve already been doing.

It’s a bit like looking at the ingredients list on your sports drink and realizing that “Electrolytes” are just salt.

If you’d like to know more about our approach to generating ideas (if not murdering them), check out Steve’s BayCHI presentation, Well We Did All This Research…now what?, or catch it live at the Interaction10 conference next month in Savannah.

Julie, in conversation

Dan Soltzberg: Welcome! Talk a little about what drew you to Portigal Consulting..

Julie Norvaisas: I have been really impressed by the way Steve has built his business over the years, with a lot of integrity, and his own very active brand. so when I saw that there was an opening, it was really exciting. The Bay Area has always been really attractive to me, so it was a real convergence of opportunity!

DS: What would you say your brand as a researcher or consultant is about?

JN: My brand is about humane collaboration. It’s about not using consult-y words or being intimidating or too intellectual. The process that I enjoy participating in is gentle; everybody is comfortable coming together and sharing ideas and they feel safe doing that. And as much as I want to bring insight and enlightenment I want to guide people to have their own insight and enlightenment, especially clients, so that they have more ownership of the end results. They lived it, they believed it, they discovered it themselves!

DS: What do you like the most about the kind of work that we do?

JN: I love being proven wrong. I love it when my assumptions are completely off and my own biases are exposed. I love it when I am able to go into someone’s home and learn something that is not only insightful, but human. That not only makes me think about the project and the project objectives in a different way, but also about people. You can’t judge a book by its cover is the oldest cliché, but I think we all do. I know that I do, and I love that my job gives me the opportunity to challenge that on a regular basis.

Another thing that’s so fascinating about the work we do is that human beings are wired to fix and solve and improve and evolve things. So all the companies that we work with are putting things out in the world and once they are out in the world people are starting to work with them, fix them, identify what’s wrong with them, discover their own needs that are adjacent, use them in different ways, work-arounds, whatever you want to call it. We get to identify that process of evolution and bring it back to clients; this is what you intended vs. this is what’s happening in the real world.

DS: Do things make you mad or irritate you, things in the built world?

JN: One of the things that we all have to contend with is the fact that on just about every research project that I’ve done, one of the conclusions is that people are overwhelmed by how many choices they have. I don’t care if it’s a service, technology, shoes, toothbrushes, it doesn’t matter. Consumers are overwhelmed. And our job is to help our clients bring more to the marketplace. That is a challenge we face as participants in the design process, and we can work with our clients to communicate that it’s not enough to just bring something new to the market. It has to be a compelling enough offering to eliminate other things from the marketplace. It’s something we can conceivably do to help society and help the planet.

DS: And sometimes it’s about helping them redefine what “more” means. More isn’t necessarily more in number. It might mean better, or more focused. There’s so many directions you can go with that.

JN: How do you feel about another person coming on to the firm?

DS: It’s cool to get an injection from outside. For the same reason it’s nice for our clients to hire us to come in and get that external perspective, it’s great to have that happening in the firm as well. We’re both excited to see what you bring in terms of approaches to doing things, methodologies, and different perspectives.

Interview edited and condensed by Dan, Steve, and Julie

Mike Tyson and the Power of Holding Your Tongue

The 2008 documentary Tyson by James Toback is a compelling and revealing work. From a technical perspective, it’s a fun watch because Toback experiments with visual fragmenting and layered storytelling styles. In terms of subject matter, one would be hard-pressed to find a juicier, more tabloid-soaked figure to focus on, especially for those of us who came of age in the 80s. I walked away from the film with a much more nuanced and complex, though still ambivalent, view of Mike Tyson as a powerhouse boxer, as a convergent cultural figure, and, finally, as a very complicated human being.

But there was one moment that stood out, and it hammered home the incredible power of a simple interviewing technique: silence. At one point about mid-way through the film, Tyson was yammering in a very straightforward way about the fact that his desire to box and dominate stemmed from his being bullied as a young boy (predictable!). Toback must have sensed something simmering just below the surface, because when Tyson finished this train of thought Toback just let it sit. And sit. And sit. As the audience sits. And sits. Until Tyson looks back up with a completely different expression, almost with a different personality, and bares the real, brutal truth. It’s a moment when time kind of stops; I gasped out loud. It’s this kind of thrilling moment that we experience in our best interviews, when the person (“consumer!”) goes beyond just citing facts or recounting stories, to communicating to us, and our clients, something surprising, something of real value and meaning.

If you liked this interview tip, you’ll love this: Steve will be talking about his interviewing secrets at the UIE virtual seminar on the 28th of this month!

ChittahChattah Quickies

  • Forrester’s 2010 Customer Experience Rankings [Customer Experience Matters] – # Retailers take 12 out of the top 20 spots. Most of the top rated companies on the list are retailers. Hotels also grabbed three of the top 20 spots. Interestingly, three financial services firms also cracked the top 20: credit unions, SunTrust Bank, and Vanguard.
    # Healthcare, Internet and TV services dominate the bottom. The bottom 11 companies on the list came from only four industries: five health insurance plans (United Healthcare, Medicaid, Anthem, and CIGNA), three ISPs (Charter Communications, Comcast, and Qwest), two TV service providers (Charter Communications and Comcast), and one credit card provider (HSBC).
  • Can Design Change Behavior? [Stanford School of Engineering] – Because behavior can be influenced—not just observed—it provides an important opportunity for tackling complex challenges such as sustainability. That opportunity is perhaps best addressed with design…With this outlook, Banerjee says he is excited to be one of the principal investigators in a new project funded by the U.S. Department of Energy in which he is working with other Stanford professors who have expertise in behavioral sciences, communications, human-computer interaction, and behavioral economics. The team aims to create interventions that influence behavior to bring about significant reductions in energy use. But what designers understand well is that people are “predictably irrational” and influenced by emotional as well as rational criteria, Banerjee says.
  • The Art of Asking the Question [UIE Brain Sparks] – Steve Portigal will show your team the art of asking the question. You might visit the user in their office or home, have them come to you for a usability test, or even have a chance encounter at a trade show or while waiting for an airplane. Do you know what to ask? Do you know what to listen for, to extract the critical detail of what they can tell you about your design?

    Steve will help you prepare your team for any opportunity, be it formal user research or less structured, ad-hoc research. He’ll also give you tips on how to work with your stakeholders and executives, who may also be meeting potential customers and users, so they know what to ask and how to listen—integrating their efforts into the research team. (Wouldn’t it be great if they understood why you’re doing what you’re doing?)

    Update: Use promotion code CHITTAHCHATTAH to get lifetime free access to the recording after the fact (normally a separate cost)

ChittahChattah Quickies

  • The Beaver gets a new name [CBC News] – An iconic Canadian history magazine is changing its name to avoid a variety of misunderstandings. The current issue of the 90-year-old Winnipeg bi-monthly, The Beaver: Canada's History Magazine, is the final one to have that name on the cover. In April, the magazine will be known as Canada's History.

    "Use of the word 'beaver' on the internet has taken on an identity that nobody could have perceived in 1920," said Deborah Morrison, president of Canada's National Historical Society. "And increasingly, if we put 'The Beaver' in a heading, we would be spam-filtered out."

    The society also conducted market research last year with readers, and the conclusion was that the current name was just not working as an appropriate title, she said.

    "Canadians were twice as likely not to subscribe because of the title of the magazine, even if they showed an interest in Canadian history," Morrison said, adding there were also a lot of people who thought the magazine was a nature publication.

ChittahChattah Quickies

  • Social science meets computer science at Yahoo [SF Chronicle] – Yahoo Labs has bolstered its ranks of social scientists, adding highly credentialed cognitive psychologists, economists and ethnographers from top universities around the world. At approximately 25 people, it's still the smallest group within the research division, but one of the fastest growing.

    The recruitment effort reflects a growing realization at Yahoo that computer science alone can't answer all the questions of the modern Web business. As the novelty of the Internet gives way, Yahoo and other 21st century media businesses are discovering they must understand what motivates humans to click and stick on certain features, ads and applications – and dismiss others out of hand.

    Yahoo Labs is taking a scientific approach to these questions, leveraging its massive window onto user behavior to set up a series of controlled experiments (identifying information is always masked) and employing classic ethnography techniques like participant observation and interviews.

  • Domino’s "The Pizza Turnaround" [YouTube] – Domino's Pizza uses customer research to spawn product redevelopment, and then uses that process to promote their improved product. Note the negative quotes posted on the walls of their office.

ChittahChattah Quickies

  • The Americanization of Mental Illness [NYTimes.com] – Mental illnesses have never been the same the world over but are inevitably sparked and shaped by the ethos of particular times and places…“We might think of the culture as possessing a ‘symptom repertoire’ ­ a range of physical symptoms available to the unconscious mind for the physical expression of psychological conflict."..Those who minister to the mentally ill inadvertently help to select which symptoms will be recognized as legitimate…For more than a generation now, we in the West have aggressively spread our modern knowledge of mental illness around the world…we’ve been exporting our Western “symptom repertoire” as well. That is, we’ve been changing not only the treatments but also the expression of mental illness in other cultures. Indeed, a handful of mental-health disorders ­ depression, post-traumatic stress disorder and anorexia among them ­ now appear to be spreading across cultures with the speed of contagious diseases.
  • The Children of Cyberspace: Old Fogies by Their 20s [NYTimes.com] – They theorize that the ever-accelerating pace of technological change may be minting a series of mini-generation gaps, with each group of children uniquely influenced by the tech tools available in their formative stages of development.

    “People two, three or four years apart are having completely different experiences with technology,” said Lee Rainie, director of the Pew Research Center’s Internet and American Life Project. “College students scratch their heads at what their high school siblings are doing, and they scratch their heads at their younger siblings. It has sped up generational differences.”

    Those in the Net Generation spend two hours a day talking on the phone and still use e-mail frequently. The iGeneration spends considerably more time texting than talking on the phone, pays less attention to television and tends to communicate more over instant-messenger. The newest generations will expect an instant response from everyone they communicate with

ChittahChattah Quickies

  • Steven Levy on How Gadgets Lose Their Magic [Wired] – "Any sufficiently advanced technology," Arthur C. Clarke wrote in 1962, "is indistinguishable from magic."…This applies to all the similar fruits of Moore's law. In the past 40 or 50 years, such mind-stretching advancements have become the norm…We all, I think, have become inured to Moore's law. The astonishing advances that once would have brought us to our knees are now reduced to a thumbs-up on Gizmodo. They're removed from the realm of magic­ – they're just cool gear…As technological magic becomes routine, I wonder whether a visit to a preindustrial society might teach me more than it teaches them. The only thing more fascinating than our technology is the idea of getting along without it. Maybe the way to recapture the magic is to turn all that stuff off.
  • How Tony Gilroy surprises jaded moviegoers [The New Yorker] – Gilroy believes that the writer and the moviegoing public are engaged in a cognitive arms race. As the audience grows savvier, the screenwriter has to invent new reversals. Perhaps the most famous reversal in film was written by William Goldman in "Marathon Man,.” Laurence Olivier, a sadistic Nazi dentist, is drilling into Dustin Hoffman’s mouth, trying to force him to disclose the location of a stash of diamonds. “Is it safe?” he keeps asking. Suddenly, William Devane sweeps in to rescue Hoffman. In the subsequent car ride, Devane wants to know where the diamonds are. After a few minutes, Hoffman’s eyes grow wide: Devane and Olivier are in league! “Thirty years ago, when Bill Goldman wrote it, the reversal in ‘Marathon Man’ was fresh,” Gilroy says. “But it must have been used now 4000 times.” This is the problem that new movies must solve. “How do you write a reversal that uses the audience’s expectations in a new way? You have to write to their accumulated knowledge.”
  • Secret of Googlenomics: Data-Fueled Recipe Brews Profitability [Wired] – [Echoing some of what I wrote about in a recent piece for interactions "We Are Living In A Sci-Fi World"]
    It's a satisfying development for Varian, a guy whose career as an economist was inspired by a sci-fi novel he read in junior high. "In Isaac Asimov's first Foundation Trilogy, there was a character who basically constructed mathematical models of society, and I thought this was a really exciting idea. When I went to college, I looked around for that subject. It turned out to be economics."
  • What is the Status Quo Bias? [Wisegeek] – A cognitive bias that leads people to prefer that things remain the same, or change as little as possible. People will make the choice which is least likely to cause a change. This can also play a role in daily routines; many people eat the same thing for breakfast day after day, or walk to work in exactly the same pattern, without variation. The inability to be flexible can cause people to become stressed when a situation forces a choice.

    It explains why many people make very conservative financial choices, such as keeping their deposits at one bank even when they are offered a better rate of interest by a bank which is essentially identical in all other respects.

    While this provides self-protection by encouraging people to make safer choices, it can also become crippling, by preventing someone from making more adventurous choices. Like other cognitive biases, this bias can be so subtle that people aren't aware of it, making it hard to break out of set patterns.

  • Sports, sex, and the runner Caster Semenya [The New Yorker] – There is much more at stake in organizing sports by gender than just making things fair. If we were to admit that at some level we don’t know the difference between men and women, we might start to wonder about the way we’ve organized our entire world. Who gets to use what bathroom? Who is allowed to get married?…We depend on gender to make sense of sexuality, society, and ourselves. We do not wish to see it dissolve.

Learn the art of asking questions in Steve Portigal’s UIE Virtual Seminar

On January 28, I’ll be presenting a UIE Virtual Seminar entitled Deep Dive Interviewing Secrets.

Steve Portigal will show your team the art of asking the question. You might visit the user in their office or home, have them come to you for a usability test, or even have a chance encounter at a trade show or while waiting for an airplane. Do you know what to ask? Do you know what to listen for, to extract the critical detail of what they can tell you about your design?

Steve will help you prepare your team for any opportunity, be it formal user research or less structured, ad-hoc research. He’ll also give you tips on how to work with your stakeholders and executives, who may also be meeting potential customers and users, so they know what to ask and how to listen-integrating their efforts into the research team. (Wouldn’t it be great if they understood why you’re doing what you’re doing?)

I’ve also put together this quick preview to get you more of a sense of what I’m going to cover.

Sign up here for this informative event!

Update: Use promotion code CHITTAHCHATTAH to get lifetime free access to the recording after the fact (normally a separate cost)

Portigal Consulting Philanthropy, 2009

In 2009 we supported three organizations:


Locally, we once again gave to Coastside Hope

the “primary provider of safety net services,” providing a “monthly food harvest, emergency shelter and rental assistance services, crisis intervention and referral services, clothing vouchers, Christmas Adopt-a-Family program, [and] citizenship services.”)



home_logo
In tribute to the winners of our Reading Ahead design contest (conducted in partnership with Core77), we donated to 826 Valencia, a San Francisco nonprofit that helps kids with expository and creative writing



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Finally, we were excited by the opportunity to support StoryCorps who we regard as fellow travelers in the story business: telling stories, gathering stories, and listening to stories.

Previously:

ChittahChattah Quickies

  • Zach Gage’s Antagonistic Books – A set of two books and instructions for how to build them. ANTAGONISTIC BOOKS turns the emotions and actions surrounding the banning of books into physical objects that undermine the user.

    Danger reenacts what has historically been done to dangerous literature, self-immolating when opened.

    Curiosity represents the notion that many book-banners feel, that the true danger of literature is that once you've opened a book you have been forever changed and can never go back. Emulating this notion, Curiosity can never be closed. Once opened, it is locked in an open position forever.

    (via Waxy)

  • Netflix agrees to delay in renting out Warner movies [latimes.com] – "This deal uniquely works for Netflix because our subscribers are desensitized to street dates and more interested in being matched to the perfect movie," said Ted Sarandos, Netflix's chief content officer, who handles studio relationships. "Some subscribers will so passionately want to see it in the first 28 days they may go out and buy it, just as some people want to see 'Avatar' so badly they pay to watch it in 3-D." [Snort! Guffaw!]
  • Book Industry Study Group – BISG is the leading U.S. book trade association for supply chain standards, research, and best practices. For over 30 years, BISG has been working on behalf of its diverse membership of publishers, retailers, manufacturers, distributors, wholesalers, librarians and others involved in both print and digital publishing to create a more informed, empowered and efficient book industry supply chain for both physical and digital products.

    In seeking support from and representing every sector of the book industry, BISG affirms its belief in the interdependence of all industry segments. BISG understands that success in business is often easier to achieve through joint effort and that common problems are best solved together.

  • How to create new reading experiences profitably [booksahead.com] – Books have served well as containers for moving textual and visual information between places and across generations. [digita] books need to be conceived with an eye on the interactions that text/content will inspire. Those interactions happen between the author and work, the reader and the work, the author and reader, among readers and between the work and various services, none of which exist today in e-books, that connect works to one another and readers in the community of one book with those in other book-worlds….Publishing is only one of many industries battling the complex strategic challenge of just-in-time composition of information or products for delivery to an empowered individual customer. This isn’t to say that it is any harder, nor any easier, to be a publisher today compared to say, a consumer electronics manufacturer or auto maker, only that the discipline to recognize what creates wonderful engaging experience is growing more important by the day.
  • New York, 2009 [Flickr] – My photos from my recent trip to New York City. Art, street art, strange signs, people watching, and other observations. Check it out!

Up in the air

Aka, a removable feast. Strong signs of cultural change as airline meals morph, evolve, and devolve. Compare my recent repast on United ($7 for the boxed snack set)

with the hot meal below, from a 1960s Braniff domestic flight.

It’s striking how much cultural norms and consumer expectations around hospitality in this context have changed – imagine handing that 1960s passenger the meal I got on my flight.

See more airline meals throughout the decades here.

ChittahChattah Quickies

  • The Book Cover Archive – An archive of book cover designs and designers, for the purpose of appreciation and categorization
  • Avatar Makeup Tutorial [YouTube] – Line extensions and spin-off products come from the people that use your product. Here, a "customer" of Avatar makes a new "product" – an instructional video telling other "customers" of Avatar how they can (literally or vicariously) extend their consumption experience beyond the film itself. It's a lot more relevant than a Burger King (say) value meal, it hews to a compelling aspect of the film itself.

Encouraging Stick-with-it-ness

I purchased a new shaver recently, and tossed in among all the paperwork (warranty info, ads for accessories, instructions in multiple languages) is this bit of afterthought:

This just screams of missed opportunity. In product development, a lot of effort is put into creating an attractive package that will encourage people to buy; some effort is put into the OOBE, or Out Of The Box Experience (what happens when you take everything out and see it for the first time and then try to set it up and use it); and while there’s a lot of us who talk about the overall user experience, it’s distressing to see products be delivered to the customer with such a lack of finish around something so crucial.

The developers have reason to believe that the first time you use the product, you may be disappointed. Or at least not delighted. Nor the next time. Nor the next time, for 30 days, at which point (gradually, we assume), you’ll be receiving the optimum results.

The automotive industry has framed this sort of issue as “break-in” where you the customer are responsible for taking extra care of the vehicle during that period (with specific dos and don’ts like top-speed, etc.). Consider the difference between “It won’t work at its best for a while” and “Be sure to take care of it while it breaks in.” If the issue was the customer learning curve you might see messages like

Congrats on your purchase of a new Kodak digital camera. If you’ve (somehow) never used a digital camera before, you’ll probably find you are taking a lot of crappy pictures (hey, no film, right?). But after a while you’ll get the hang of it: you’ll figure out how to best aim, focus, and expose your picture, and you’ll also clue into the need to delete all your failed pictures. Until then, you might feel a bit frustrated, but that’s just the regular learning curve and it takes most people about 30 days of regular picture taking before they feel more confident.

The shaver people have to do more than toss a piece of a paper in the box to properly reframe this initial-sub-par-evolving-to-primo-experience. Some ideas (and I’m sure if you’re reading this you have others)

  • A 30-day supply of shaving lotion: “By the time you use up this lotion, you’ll be shaving at peak smoothness!”
  • 30 days worth of calendar stickers showing a progressively more smiling shaving man that you can put on your calendar after each shave (variation: 30 Post-Its that go on your bathroom mirror and are pulled down one-by-one as you count down from 30)
  • A phone call (or text, tweet, email, or snail mail) after 30 days congratulating you on reaching the optimum phase for your shaver and making you mindful of the experience you are now having
  • A 30-day subscription to a local newspaper that will fit into the morning routine. Stickers on the paper remind you who paid for it and count down towards optimal shaving
  • A social media app (i.e., a Facebook page) that alludes to a 12-step program, where members receive their 30-day tokens as they complete their trial period with the shaver (“I’ve got 30 days clean and shaved”)

The specific ideas, while fun to generate, aren’t really the point as much as the need for companies to think a little more broadly about optimizing the links between their promises, expectation management, and overall experience.

See also: The Experience Before The Out-of-the-box Experience

ChittahChattah Quickies

  • With New Technologies, Do Blind People Lose More Than They Gain? [NYTimes.com] – The modern history of blind people is in many ways a history of reading, with the scope of the disability — the extent to which you are viewed as ignorant or civilized, helpless or independent — determined largely by your ability to access the printed word. For 150 years, Braille books were designed to function as much as possible like print books. But now the computer has essentially done away with the limits of form, because information, once it has been digitized, can be conveyed through sound or touch. For sighted people, the transition from print to digital text has been relatively subtle, but for many blind people the shift to computerized speech is an unwelcome and uncharted experiment. In grappling with what has been lost, several federation members recited to me various takes on the classic expression Scripta manent, verba volant: What is written remains, what is spoken vanishes into air.

Story as a societal ingredient


Good social criticism about story from Neal Stephenson’s “Anathem”

So I looked with fascination at those people in their mobes (cars), and tried to fathom what it would be like. Thousands of years ago, the work that people did had been broken down into jobs that were the same every day, in organizations where people were interchangeable parts. All the story had been bled out of their lives. That was how it had to be; it was how you got a productive economy. But it would be easy to see a will at work behind this; not exactly an evil will, but a selfish will. The people who’d made the system thus were jealous, not of money and not of power but of story. If their employees came home at day’s end with interesting stories to tell, it meant that something had gone wrong: a blackout, a strike, a spree killing. The Powers That Be would not suffer others to be in stories of their own unless they were fake stories that had been made up to motivate them. People who couldn’t live without story had been driven into the concents (orders separate from mainstream society devoted to the pursuit of math) or into jobs like Yul’s. All others had to look somewhere outside of work for a feeling that they were part of a story, which I guessed was why Sæculars (mainstream society) were so concerned with sports, and with religion. how else could you see yourself as part of an adventure? Something with a beginning, middle, and end in which you played a significant part?

See also: We Are Living in a Sci-Fi World

ChittahChattah Quickies

  • Articles of Faith – The Existential Crisis of Magazines Online [NYTimes.com] – But what is a magazine?

    If you’re holding one, you can turn the page. But it’s very possible that you’re nowhere near a turnable page now. You’re reading on a computer or a hand-held device, even though this column was intended for a magazine — a Sunday newspaper supplement that started in 1896. Like hardcover books in Kindle editions and “Daily Show” clips on the Web, this column is produced in large part for a medium other than the one in which it is consumed. That creates some dissonance.

ChittahChattah Quickies

  • E-Books – The Bigger Problem, Part One of Three.[Dangerous Precedent] – From a publishing standpoint, too, e-books are thrilling: the dirty jobs of printing and distribution fall away, replaced with an upload to the iTunes store – or the publisher’s own – and a direct billing relationship with the client. For advertisers it will offer all of the advantages of web advertising with the rich-media and contextual advantages of appearing within a publication, so for a skilled ad-sales team it’s sure thing, and with the Great Media Crisis entering its second decade that sort of talk is catnip to a big media company like Bonnier, or (the one I work for more often) Condé Nast.

    But while BERG’s work, and other pieces like it, are beautiful to see, they leave me very frustrated. The client-side development is very exciting to do – especially the systems-thinking that you need to do to take the entire customer journey from browsing to buying to backing-up – but the harder work, the more fundamental work, isn’t done. I’m talking about the editorial workflow.

ChittahChattah Quickies

ChittahChattah Quickies

  • Social Change: Women, Networks, and Technology by Natalie Quizon [interactions magazine] – [I'm working as a contributing editor for interactions magazine and some of the first articles I've been involved in are starting to appear!]

    More than 35 years ago, Laya Wiesner first came up with the idea of convening a workshop at MIT University on Women In Science and Technology (WIT). In her role as the wife of Jerome Wiesner, then the 13th president of MIT, she immersed herself in what she recognized was a critical educational issue. The subsequent report introduced the above questions, the guiding objectives of the WIT Workshop held at MIT in 1973, which focused on the challenging dearth of women in the science, technology, engineering, and math fields (STEM).

  • Operationalizing Brands with New Technologies by Denise Lee Yohn [interactions magazine] – [I'm working as a contributing editor for interactions magazine and some of the first articles I've been involved in are starting to appear!] New technologies-like Twitter, Facebook, YouTube, Flickr, social networking, augmented reality, tagging, wikis, social indexing-and the applications they make possible have affected our culture in a profound way. Still, I hope they will have an even greater impact going forward.

    Truth is, the use of these new technologies has been quite limited when it comes to the way companies build their brands. To date, most technology-enabled, brand-building approaches have focused on brand expression and communication…

ChittahChattah Quickies

  • Devising the stove that could save the world [The New Yorker] – The effort to develop a better stove (safer, healthier, uses less fuel) for developing nations, and the challenges in getting that solution adopted once it's development is funded and the engineering problems are solved.
  • What means to find out what your customers want – The idea behind the centers is to foster innovation by combining a richer understanding of customer needs with creative links among 3M technologies. “Being customer-driven doesn’t mean asking customers what they want and then giving it to them,” says Ranjay Gulati, a professor at the Harvard Business School. “It’s about building a deep awareness of how the customer uses your product.”

ChittahChattah Quickies

  • Don Norman on Ethnography and Innovation – Some great commentary on Norman's piece (discussed here as well) including the very exciting revelation that Edison did something very much like ethnography!
  • General Motors – The Lab – It’s a pilot program for GM, an interactive design research community in the making. Here you can get to know the designers, check out some of their projects, and help them get to know you. Like a consumer feedback event without the one-way glass.

    We work on ideas that will influence our future vehicles. We want to share our ideas, inventions and pre-production vehicle designs. We want to build the right cars and trucks for your future. We want your opinion.

  • Iceberg Digital Book Reader for the iPhone – Digital books as content, as hardware, as a platform, as an OS, as an app? Interesting to see a range of approaches appearing. Iceberg use the iTunes store to sell the books, which seems like a brilliant strategy, leveraging a storefront/distribution platform that already exists.
  • Steal These Books – From Wikipedia page about book theft, a set of articles that describe what books get stolen from bookstores (independent, chain, and campus) and libraries.
  • Archaeology’s Hoaxes, Fakes, and Strange Sites – A large set of links to articles about fake archeological-type stuff (discoveries, artifacts, and the like). How and why.

ChittahChattah Quickies

  • Interview with hamster hotel proprietor – Short audio is worth a listen as the interview veers necessarily into "What *is* normal?" territory
  • French hamster hotel lets guests live like rodents – Visitors to the hotel in Nantes can feast on hamster grain, get a workout by running in a giant wheel and sleep in hay stacks in the suite called the "Hamster Villa".

    It is the latest venture from owners Frederic Tabary and Yann Falquerho, who run a company which rents out unusual venues to adventure-seekers. Both architects, the men designed the room in an 18th century building to resemble the inside of a hamster's cage.

ChittahChattah Quickies

  • Stereotyping people by favorite authors – In our Reading Ahead research, we heard about how people were both exploring and communicating identity through their choices of reading material. Identity is a complex internal and external mechanism, where we (explicitly or implicitly) project outwards to imagine how we might appear to others…an internal act that feels or draws from the external. So the existence of lists like this, while tongue-in-cheek, validate that this process is real.
    (via @kottke)
  • Scott Baldwin on the fine art of listening – Try changing how you listen. Try to capture the message (listen with your ears, mind, eyes and heart). Make eye contact, use an open posture and be attentive to body language, volume, tone and pace. Look deeper than just the meaning of the words and try to understand the reason, feelings or intent beyond the words. Be empathetic, objective and analytical.
  • An iPhone app for ethnography – Really? I haven't tried it but I am not encouraged by the description. What we're looking for doesn't always fit into predetermined categories (indeed, how are you to be innovative if the type of data you are gathering is already classifiable?) and there's a danger in conflating data with insights (or as the blogger here writes "outcomes"). Raw data is overwhelming and takes time and skill to process, if you want to find out anything new. Now, we spend a lot of our time just wrangling (copying, renaming, organizing, sharing, etc.) all sorts of data, so I'm up for tools that can help with that; but I think it's easy to go overboard and create tools for uninteresting – or unreliable – research results
  • Lisa Loeb Eyewear Collection – Not an SNL parody ad from 1997, it's a real product line for 2010 (via @CarlAlviani)

Portigal Consulting year in review, 2009

It’s been a busy year and as we head into the home stretch, looking forward to 2010 (supposedly the year we make contact), we wanted to take a look back at the past 12 months and call out some of the highlights.

Previously: Our 2008 review

Steve contributes to Deconstructing Product Design book


Deconstructing Product Design: Exploring the Form, Function, Usability, Sustainability, and Commercial Success of 100 Amazing Products is a recently published book by William Lidwell and Gerry Manacsa. The book is essentially a crowdsourced-and-curated critique of some notable products. I was thrilled to be included among an esteemed set of contributors including friends and peers like Jon Kolko, Dan Saffer, Rob Tannen, and Trevor van Gorp.

The book steps through the 100 products (including such items as Bratz Doll, Kryptonite-4 Bicycle Lock, and Vicks Forehead Thermometer) and describes the product, while including commentary from a number of contributors.

For example, here is the iPhone page, with callouts (each of which are described on a facing page), and commentary along the bottom by me and Rob Tannen.

Here’s a mostly readable version of my commentary

I also comment on other products, including Moneymaker Pump and Pot-in-Pot Cooler.

Check out reviews at Core77 and Designing for humans and buy the book at Amazon.

ChittahChattah Quickies

  • Google Maps India describes user research and design process for culturally useful navigation – We knew from previous studies in several countries that most people rely on landmarks — visual cues along the way — for successful navigation. But we needed to understand how people use those visual cues, and what makes a good landmark, in order to make our instructions more human and improve route descriptions. To get answers to these questions, we ran a user research study that focused specifically on how people give and get directions. We called businesses and asked how to get to their store; we recruited people to keep track of directions they gave or received and later interviewed them about their experiences; we asked people to draw us diagrams of routes to places unfamiliar to us; we even followed people around as they tried to find their way.

ChittahChattah Quickies

  • From a New Yorker profile of wine-in-China enterpreneurs, the St. Pierre family – [The "these are not our customers" reaction is something we see a lot when we take our clients, with their naturally aspirational views of who should be using their products, out into the 'real world']
    The Bordelais have never quite acclimated to the embrace of distant customers. “In the very beginning of the eighties, there was a huge demand from Texas, and in France we were saying, ‘These Texan people–they don’t know how to drink our wines. They are like barbarians,’ ” Engerer told me. “Then there were the Japanese at the end of the eighties, beginning of the nineties, and they were not even drinking it; they were giving it as gifts. That made us laugh also. Now there are the Chinese.” But today, Engerer said, France cannot afford to be arrogant. “We should be a little more calm about this and say, ‘Thank you for buying something that might not be in your culture,’ ” he said.
  • Google Maps India describes user research and design process for culturally useful navigation – We knew from previous studies in several countries that most people rely on landmarks — visual cues along the way — for successful navigation. But we needed to understand how people use those visual cues, and what makes a good landmark, in order to make our instructions more human and improve route descriptions. To get answers to these questions, we ran a user research study that focused specifically on how people give and get directions. We called businesses and asked how to get to their store; we recruited people to keep track of directions they gave or received and later interviewed them about their experiences; we asked people to draw us diagrams of routes to places unfamiliar to us; we even followed people around as they tried to find their way.

Things to Do in Denver When You’re Dan

I was in Denver recently for a 10-day stint doing fieldwork. It was a long enough trip that, in addition to conducting interviews and spending time with our clients (who participated in more than half of the fieldwork sessions and some great after-work meals), I had a chance to do some exploring on my own. Here’s a short photojournal of some things that caught my eye…
map store
Cruising by the map store.



lit trees 2_denver
Getting out in nature.



caitlin
Asking our waitress about her tattoo.



indoor sky diving
Indoor sky diving!



drive-through-liquor-store
Drive-through liquor store.



train_denver
A lonely train.



grill-2_denver
Grills and gold teeth.



keep-your-door-locked
Enjoy your stay! Safety warnings on the TV in my room.



crossroads
I went down to the crossroads (but didn’t get down on my knees, because it was too damn cold!)

Sign up for “Well, we did all this research- now what?” at Interaction10

I’ll be leading my Well, we did all this research- now what? workshop at Interaction10 in Savannah, GA, in February. (Check out audio and slides from an abbreviated form the workshop here).

If you’re going to sign up before the end of the year, you can use my discount code: IxD10Special and save $50 off the conference registration.

One of the most persistent factors limiting the impact of design research is that research projects often stop with a cataloging findings and implications rather than generating opportunities that directly enable the findings. As designers increasingly become involved in using contextual research to inform their design work, they may find themselves holding onto a trove of raw data but with little awareness of how to turn it into design.

Participants in this workshop (a sell-out at last year’s conference), collaborating in teams, will learn an effective framework for synthesizing raw data (to be gathered before and during the workshop) into insights, and then creatively using those insights to develop a range of business concepts that respond to those insights. While the framework includes a step to identify key filters that will ultimately prioritize across all generated concepts, the emphasis in this workshop will be to think as broadly as possible during ideation, truly strengthening the creative link between “data” and “action.” By the end of the workshop, participants will have developed a range of high-level concepts that respond to a business problem and integrate a fresh, contextual understanding of that problem.

My deli is more authentic than your deli

From a San Francisco Chronicle interview with Noah Alper, founder of Noah’s Bagels

Q: You write about how important it was that the stores be authentically New York, and authentically Jewish. What did you have to do to make that happen?
A: It involved not being afraid to be unapologetically Jewish. It sounds simplistic, but we acted as if we were operating the store in a Jewish neighborhood – we had Hanukkah candles at the appropriate time of year, challahs on Friday, charity boxes in every store.
We also operated a strictly kosher establishment. We were the largest kosher retailer in the Untied States when we sold the business. That was an added level of complexity. But it not only captured a very loyal kosher community, it also added to the authenticity.

Although I first encountered Noah’s before they were sold (which ended many of these practices), I don’t recall noticing this level of authenticity. Perhaps it’s eroded so far that my early memories have been wiped out. But this discussion of authenticity and Jewish deli on the west coast reminds me of my first encounters in the mid-90s with Portland, OR-based Kornblatt’s. The PDXers I met seemed to cherish Kornblatt’s as a local treasure and I’m sure any criticism here will upset them to no end. My apologies, but Kornblatt’s always struck me as a place for people that hadn’t ever been to New York, liked it that way, but wanted some element of what people supposedly ate over thar. The place evoked what you might call checklist-authenticity: bagels (check), celery tonic (check), New York street signs (check), soft-spoken-shrugging-Jackie-Mason-meets-Ben-meets-Jerry-meets-Jerry-Garcia-proprietor (wha????).

While Noah’s decor is the same cartoonish parody of what New York’s Lower East Side, at least Alper had a sense of how to go beyond that. And ultimately, what it took to export New York deli authenticity to the Bay Area is completely different what it took to expoert New York deli authenticity to Portland. Different markets, different culture, different context, different definition of authenticity.

See also:

ChittahChattah Quickies

  • Streisand effect – The Streisand effect is an Internet phenomenon where an attempt to censor or remove a piece of information backfires, causing the information to be publicized widely and to a greater extent than would have occurred if no censorship had been attempted.. Origin is in reference to a 2003 incident in which Barbra Streisand unsuccessfully sued photographer Kenneth Adelman and Pictopia.com for US$50 million in an attempt to have the aerial photograph of her house removed from the publicly available collection of 12,000 California coastline photographs, citing privacy concerns
  • NYC replaces automated toilets with staffed restrooms, a signifier of trust – But where the floors of the old restrooms had a tank-tread-like surface that automatically rotated across a scrubbing system after each use, and the toilets themselves were cleaned by a rim-mounted U-shaped traveling brush, the new ones are inspected, mopped and scrubbed — 15 to 25 times a day — by eagle-eyed, uniformed men and women.

    “It’s an attendant who knows what’s going on and has functions that go from sanitation to exchanging a few words with you to generally having a sense of what should be done,” said Jerome Barth, the partnership’s vice president for operations. “People see them, and they know the bathrooms are clean.”

  • Florida judges shouldn’t friend Florida lawyers on Facebook – A new advisory warns it may create the appearance of a conflict. Being a "fan" is still okay.

ChittahChattah Quickies

  • Putting together your own free-from-cable living room viewing experience: not ready for prime time – I understand this kind of living room experience isn’t for everyone. It’s a lot less work to just click a button up or down on a standard remote control. And it can be difficult to explain how to use this unfamiliar toolbox of buttons, programs and devices.

    Over Thanksgiving a friend graciously house-sat at our apartment. It took my wife more than an hour to write a detailed description explaining how to use our new TV setup. After explaining how to use the mouse and keyboard, we had to describe how to switch among applications.

  • Even avid readers find it hard to read nowadays – "I used to read books all the time. If I was awake, I’d be reading or at the very least carrying a book around. But now? The last book I read was John Galsworthy’s “Forsyte Saga,” which I finished more than a month ago, and then only after many weeks of halfhearted fits and starts, a situation that was pretty alarming, given that Mr. Galsworthy’s story was full of the sorts of characters who come to life and accompany you in your mind, sitting in the passenger seat, as real as anybody, while you drive around town doing errands.

    I still read, of course. I read all sorts of things: Web sites and blog posts and e-mail messages and Tweets and even, occasionally, a newspaper or magazine article…

    Deep reading — the kind that you engage in when you get lost in the syntax and imagery and the long, convoluted sentences of a really meaty book — is a special sort of exercise that creates a new part of the brain that did not exist at birth."

ChittahChattah Quickies

  • The Air Force is just the latest organization to adopt the PS3 as a cheaper cluster computer – Talk about unintended usage! "The PS3s offer some outstanding performance for the price," said Richard Linderman, senior scientist for advanced computing architectures at the Air Force Research Laboratory. "It's an opportunity to leverage the large gaming market and get those kinds of cost efficiencies which are more along the lines of high-performance computing."

    (Thanks, Kenichi!)

  • Russia considers the functional and cultural impacts of changing their 11 time zones – The time zones, set up by the Soviets to showcase the country’s size, have long been a source of national pride, but the government is now viewing them as a liability and is considering shedding some. In today’s economy of constant communication, it is hard to manage businesses and other affairs when one region is waking up and another is thinking about dinner. The issue has blossomed in recent days into an intense debate across the country about how Russians see themselves, about how the regions should relate to the center, about how to address the age-old problem of creating a sense of unity in this land.
  • Digital whiteboard for the Kindle – [This is a good example of the “ecosystem” we identified as an opportunity area in our Reading Ahead research] Luidia, the maker of an interactive whiteboard technology called eBeam, is extending its reach onto another screen: Amazon’s Kindle e-book reader. The start-up is launching a system that automatically zaps a copy of notes and scribbles left on whiteboards into people’s Kindle or Kindle DX. It works by turning the notes (captured digitally by the eBeam system) into an image file, and then emailing that file to a Kindle. The notes capability could help improve the ways students use the Kindle in classrooms, says Luidia. Nearly 90% of Luidia’s customers are K-12 schools, some of which have been experimenting with using Kindles and e-reading technology to lighten the load of students. In theory, a teacher could present a whole lesson and then zap the notes to students or parents.

Don Norman says design research is great for improvement but useless for innovation

Don Norman, in a sneak preview to an upcoming column in interactions, posts a dramatic and thoughtful critique of the supposed applications for design research

I’ve come to a disconcerting conclusion: design research is great when it comes to improving existing product categories but essentially useless when it comes to new, innovative breakthroughs. I reached this conclusion through examination of a range of product innovations, most especially looking at those major conceptual breakthroughs that have had huge impact upon society as well as the more common, mundane small, continual improvements. Call one conceptual breakthrough, the other incremental. Although we would prefer to believe that conceptual breakthroughs occur because of a detailed consideration of human needs, especially fundamental but unspoken hidden needs so beloved by the design research community, the fact is that it simply doesn’t happen.

I’m excited to see this because it connects to a number of things I’ve been talking about with clients and in some recent presentations. Anyway, the article makes some good points but I believe there’s much more to be said.

  • Absence of evidence is not evidence of absence – Design/design thinking/design research are in their infancy in product development. The airplane, automobile, telephone, etc. are not examples of the failures of design research to innovate, because they represent time periods when design research was not actively being used. As Don points out, the failure rate for potentially innovative stuff is insanely high. So we have very few examples over a few few years to even look at to understand the influence of design research.
  • Innovation is not a solo act – There’s probably a good Andrew Hargadon link I could add here, but I think you get it. We point our client to opportunity areas. Many of those opportunities do not get fully explored, and almost none to the point of solving the ridiculously challenging technical and business challenges to make them viable. The Conversation was potentially a breakthrough film not only because of Coppola (a successful innovator) but because of Hackman and Murch. And many other talented people. When our design research leads to a divergent set of concepts, other factors come into play. The remote-activated-deodorant-ray (yes, this came out of an actual client project) goes through the design team, the business unit manager, eventually into the technology development part of the business, and the market feasibility. Most times that doesn’t happen. And maybe this just makes Don’s point for him, but then I’d suggest the problem is not with design research but in how it’s deployed, applied, and integrated. Because it absolutely could happen. The underlying conditions need to be there.
  • Can insight and technology be partners? – There are presumably a number of paths to innovation. If we uncover opportunities through design research, a technologist can say “Well, let me go try and make that” (or, “I’ve already figured out how to do that”). Or if a technologist approaches us with a set of capabilities, we can try to answer the question “What would people do with it?” Again, maybe I’m making Don’s point for him, but if so, I don’t see it as a negative.
  • Isn’t this still a mostly mysterious process? – Twitter is a successful product with a low barrier to usage but a high barrier to adoption. It’s success is somewhat counter-intuitive. The traditional market-research processes that failed the Aeron chair and the Post-It note are already consultant-classics. Maybe I’m admitting something terrible but I don’t think Tim Brown or Larry Keeley or Roger Martin can identify the next breakthrough product any more than Hollywood can figure out the best way to guarantee a blockbuster or the recording industry can sign the next number-one band (indeed, look at the amount of marketing hype and me-too that goes into the product development approaches of the last two).
  • Innovative (if that’s what they are) outcomes take years to launch – I’ve written about this before. Maybe what I’m calling innovations are really what Don calls improvements. But I don’t expect ever to contribute to the next Telephone/Airplane/Computer, but I don’t expect to be President of the US, or win an Academy Award, or have one of my songs hit number 1. That doesn’t mean the work isn’t worth doing and the results can’t be tremendously successful, impactful, and result in real change.

I think Don has written a thought-provoking piece and my intent is to reframe rather than refute. This is an important discussion that needs to continue and I am eager to see what others have to say. If you’ve written about this, please post a link here!

ChittahChattah Quickies

  • Profile of Hollywood dialect coach Tim Monich – Until the advent of television news, we had little idea about how people spoke in other regions and so there was little expectation (or awareness) among viewers for authentic accents in film.
  • Authenticity in languages for science-fiction films – Among discerning science-fiction movie fans, however, expectations are more sophisticated now when it comes to alien tongues, and for that we have the Berkeley-trained linguist Marc Okrand to thank. Okrand worked as a consultant on the “Star Trek” films, and his crowning glory is the development of Klingon, the most fully realized science-fiction language devised thus far.
  • In the Land of Invented Languages by Arika Okrent – Just about everyone has heard of Esperanto, which was nothing less than one man’s attempt to bring about world peace by means of linguistic solidarity. And every Star Trek fan knows about Klingon, which was nothing more than a television show’s attempt to create a tough-sounding language befitting a warrior race with ridged foreheads. But few people have heard of Babm, Blissymbolics, and the nearly nine hundred other invented languages that represent the hard work, high hopes, and full-blown delusions of so many misguided souls over the centuries.
  • Deborah Solomon’s questions for Jeff Bezos – Q: What do you say to Kindle users who like to read in the bathtub?
    A: I’ll tell you what I do. I take a one-gallon Ziploc bag, and I put my Kindle in my one-gallon Ziploc bag, and it works beautifully. It’s much better than a physical book, because obviously if you put your physical book in a Ziploc bag you can’t turn the pages. But with Kindle, you can just push the buttons.
    Q: What if you dropped your Kindle in the bathtub?
    A: If it’s sealed in a one-gallon Ziploc bag? Why don’t you try that experiment and let me know.

Trash talk

I posted a few months ago on on design studio Blu Dot’s New York leave-behind/Big Brother-is-watching-you (and wants to know what you did with that chair) marketing campaign.

For anyone interested in the aftermath, Rob Walker’s latest Consumed column in the New York Times includes a few anecdotes about what happened to the Blu Dot chairs that were the campaign’s focus, and some interesting backstory from Mono, the marketing agency that put the whole performance piece/stunt/campaign together.

ChittahChattah Quickies

  • Designing the future of publishing – Or the screen might be smaller, on the assumption that even the most serious readers don’t just sit on a couch for hours and read Tolstoy. They also read shorter works, in all sorts of places, and at least some of them would likely value a highly portable device over one with a big screen. And if our designer’s boss insists that most people don’t want to carry multiple portable devices, she’ll also build in a phone and camera, and make sure her processor can run not only an e-reading application, but plenty of other software too…What does this mean for the future of the e-reader space? Will we see a bifurcated market, with our first group buying gussied-up descendants of the Kindle, and the second preferring tablet-style computers? It’s hard to imagine that this won’t happen.
    (Thanks @nquizon for the pointer to @litnow)
  • Skiff E-Reading Service to Launch in 2010 – Skiff (incubated by Hearst) oday announced plans to launch a new consumer e-reading service platform in 2010 that will deliver enhanced content experiences to dedicated e-readers, as well as to multipurpose devices such as smartphones and netbooks. The Skiff™ service and digital store will feature a comprehensive selection of newspapers, magazines, books and other content from multiple publishers, uniquely optimized for wireless delivery to devices and delivery via the Web.
  • Empire of the Word – …a compelling look inside the act of reading and traces its impact on more than five thousand years of human history. The series traces reading's origins; examines how we learn to read; exposes censors' attempts to prevent our reading; and finally, proposes what the future might hold for this most human of creative acts.

    (Thanks, Mom!)

Why people don’t buy your product

i-heart-my-roomba (WinCE)
I was quoted in today’s San Francisco Chronicle, considering the potential for e-readers (after our Reading Ahead research)

For the concept of a device that allows books to be read electronically, “this is the year we get it,” said Steve Portigal, the head of Pacifica consumer research firm Portigal Consulting. “But there’s this huge psychological chasm we have to cross before people buy them.”

Of course, this was part of a larger discussion and I wanted to share some of it here. As much as new products are tangible objects that we can exchange money for, they are also (and perhaps more importantly so) ideas. In my assessment, the digital book has reached a state similar to the Roomba. We’re aware of them, we probably even know someone that has one, and we find the basic premise compelling. And we can probably be satisfied with that vicarious experience for a good while, knowing that we live in a world where robots clean our floors without any effort by us and computers let us carry around a lot of books. So the product will show up in the daily comics, and in plot lines on network television; it’s a meme. But for us to actually purchase and integrate it into our lives requires a much closer examination of the proposition and a consideration of whether or not it fits who we are or want to say we are. And neither Roomba nor the e-Reader are there yet. So, yes, we “get it” now, but we don’t necessarily all want it, just yet.

You can see this phenomena in the common situation where market research reports that people were highly likely to purchase an upcoming product but actual sales don’t match that intent.

ChittahChattah Quickies

  • Will gadget revolutionize our reading habits? – For the concept of a device that allows books to be read electronically, "this is the year we get it," said Steve Portigal, the head of Pacifica consumer research firm Portigal Consulting. "But there's this huge psychological chasm we have to cross before people buy them."
  • 15 Google Users Tried Bing for a Week and 10 of them Switched – Students often ask me about ethics, i.e., our findings being influenced by corporate agendas. Here's a study that Microsoft commissioned to see if Google users would switch to Bing if forced to use it. Results say "yes." The research question may not have been "Will Google users switch to Bing?"…it may have been "Help us understand how Google users react to Bing [once they don't have to think about the choice between Google and Bing at search-time]" It may be that the findings led themselves to this promotion.
  • Sports Illustrated future vision for their Tablet – So the future of reading is, apparently, television. They've managed to throw everything into this demo, including nekkid (almost) ladeez, game playing, and really bad sound effects (note: boop and page-flip don't make a coherent soundscape IMHO).

ChittahChattah Quickies

  • Book Two (started in 2006) – As digital technologies become ever more prevalent, we believe it is inevitable that the primacy of the physical book will fade, and the art forms traditionally associated with it will be radically altered also. But in what ways will the stories that we tell be affected by the ways in which we recieve them, and what new forms will arise? We don’t have the answer, but we’re looking forward to finding out.
  • A company’s sense of identity – who we are – nice parallel to my recent article on organizational empathy – Apple dropped the word “computer” from its name in January 2007, soon after it introduced the iPhone. Likewise, Fuji Photo Film shortened its name to Fujifilm in 2006, when sales of its photography products slipped to less than one-third of total revenue.

    These moves symbolize fundamental shifts in how these companies see themselves and how others perceive them. In short, they signify a change in identity.

    How a company responds to today’s tumultuous technological and competitive landscape depends greatly on how it defines itself or, in some cases, redefines itself.

    Questioning a company’s identity, whether or not it results in change, is something that every organization should do.

ChittahChattah Quickies

  • The Oxford Companion to the Book – It includes traditional subjects such as bibliography, palaeography, the history of printing, editorial theory and practice, textual criticism, book collecting, and libraries, but it also engages with newer disciplines such as the history of the book and the electronic book. It pays particular attention to how different societies shape books and how books shape societies. The two-volume work is organized in two parts, totalling a million words. Nineteen of the essays provide generic histories of the subject ranging from writing systems, the ancient and the medieval book, through central aspects of book production, to theories of text, editorial theory and textual criticism, the economics of print, and the sacred book. These are complemented by 29 surveys of the history of the book around the world, including the Muslim world, Asia, Latin America, and Sub-Saharan Africa.
    (via Design Observer)

ChittahChattah Quickies

  • Waldo Hunt, 88, dies; repopularized pop-up books in 1960s – "He was such an important publisher of pop-up books who really advanced them technically. The pop-up designers who worked for him were amazing creative engineers," said Cynthia Burlingham, director of the Grunwald Center for the Graphic Arts at the Hammer Museum of UCLA.

    The first golden age of movable books began in the late 1800s, when European publishers crafted elaborate books for children, and ended with the onset of World War I. With Mr. Hunt's epiphany, the second golden age was about to begin.

    "I knew I'd found the magic key," Mr. Hunt said. "No one was doing pop-ups in this country. No one could afford to make them here. They had to be done by hand, and labor was too expensive."

    He started Graphics International, and produced a series of pop-up ads featuring zoo scenes as part of a magazine campaign for Wrigley's gum. Soon, his company was creating pop-up table decorations and greeting cards for Hallmark.

  • Electronic Popable Books from MIT – Electronic popables integrate paper-based electronic sensors that allow amazing interactivity — turning on lights and moving images at the touch of a finger. Will it catch on or will the line between printing on paper and electronic media become so blurred that consumers will opt to watch the story on a screen?
  • StoryCorps: National Day of Listening – On the day after Thanksgiving, set aside one hour to record a conversation with someone important to you. You can interview anyone you choose: an older relative, a friend, a teacher, or someone from the neighborhood.

    You can preserve the interview using recording equipment readily available in most homes, such as cell phones, tape recorders, computers, or even pen and paper. Our free Do-It-Yourself Instruction Guide is easy to use and will prepare you and your interview partner to record a memorable conversation, no matter which recording method you choose.

    Make a yearly tradition of listening to and preserving a loved one’s story. The stories you collect will become treasured keepsakes that grow more valuable with each passing generation.
    (via BoingBoing)

  • London 2009 – a set on Flickr – My London pictures from our recent visit
  • Every year, The Harris Poll asks a cross-section of adults whether they think about 20 leading industries do a good or a bad job of serving their consumers. – Note that the cable industry regularly appears on this poll as doing a bad job.
  • Time Warner insincerely and manipulatively asks customers to "vote" if it should "get tough" or "roll over" – Facing expiring deals with a number of key programmers, the nation's second-largest cable operator is launching a Web site, rolloverorgettough.com, which it says is designed to give its subscribers a voice in what it calls unfair price demands by content suppliers. Time Warner says those who operate broadcast and cable networks are asking for "incredible price hikes," as much as 300%. Customers will be able to vote on whether the operator rolls over, or should get tough, about price increases.

    "You're our customers, so help us decide what to do. We're just one company, but there are millions of you. Together, we just might be able to make a difference in what America pays for its favorite entertainment."

ChittahChattah Quickies

  • FedEx Launches SenseAware, a device/service with GPS (and other) sensors – While FedEx does a poor job of describing in the blog post (watch the video instead), this is a brilliant addition to their existing offering: a sensor that customers (initially ultra-high-end shippers like organs – the body part kind) drop into their package to provide status data (including location, temperature, light, etc.) online via the cell network. If their current tracking data isn't sufficient, here's a premium version (at premium prices: $120/month). Mostly, though, I love the expansion of the FedEx offering in a consistent but novel way.
    (via BoingBoing)

“Organizational Empathy, from Top to Bottom” published in Appliance

My article Organizational Empathy, from Top to Bottom has been published by Appliance magazine. I consider my experience as an HMO “customer” as a way to look how organizations instill and act on empathy at all levels.

I went online to make a medical appointment recently, and I was surprised that there was no place to explain my symptoms or reasons for needing to see the doctor. When I arrived at the clinic a few days later, a receptionist collected my copayment without any discussion of my situation. I found my assigned room and dropped check-in printout in the appropriate tray. After a moment, my name was called, and a medical assistant brought me back and began administering “treatment.” I was told to stand on a scale, and then brought to a room where she took my blood pressure. Then she wheeled over a device on a pole and produced a long metal probe. She advanced on me with it, pointing it at my face, without saying a word. Bewildered and slightly afraid, I soon realized it was a digital thermometer and that I was supposed to open my mouth (which I did, seconds before impact).

ChittahChattah Quickies

  • Amazon PayPhrase – using keywords to combine login, payment, and shipping info – Seems like an interesting idea, to use phrases to bundle up selections. It suggests the possibility of natural language interfaces, where one just "tells" Amazon what one wants to do. It doesn't appear the implementation actually provides that very easily; perhaps you'd have to play with what situations can be described with what phrases, and then try and remember what your exact language is. "Work books" and "books for work" are the same to us, but not for a literal parser as I gather this is. Still, a provocative idea and glad to see Amazon playing with what's possible.

ChittahChattah Quickies

  • Amazon PayPhrase – using keywords to combine login, payment, and shipping info – Seems like an interesting idea, to use phrases to bundle up selections. It suggests the possibility of natural language interfaces, where one just "tells" Amazon what one wants to do. It doesn't appear the implementation actually provides that very easily; perhaps you'd have to play with what situations can be described with what phrases, and then try and remember what your exact language is. "Work books" and "books for work" are the same to us, but not for a literal parser as I gather this is. Still, a provocative idea and glad to see Amazon playing with what's possible.

I love memes

I-love-memes
I heart memes license plate, California, 2009

And who doesn’t. We all want to belong somewhere. Even if it’s in an alternate subcultural universe, it’s comforting to know that your thoughts are connected somehow to the hive mind.

For anyone wanting a walk down short-term memory lane, The Internet Meme Database should suffice. And for those who want it live and in-concert, MIT will be hosting the second ROFLCon Internet culture conference in April 2010.

ChittahChattah Quickies

  • A Good Way to Change a Corporate Culture – To start a culture change all we need to do is two simple things: 1. Do dramatic story-worthy things that represent the culture we want to create. Then let other people tell stories about it. 2. Find other people who do story-worthy things that represent the culture we want to create. Then tell stories about them.
    (This echoes a long-standing belief of mine, but it's far better articulated than I've ever been able to do. Via Stephen Anderson)

ChittahChattah Quickies

  • The History and Philosophy of Project Gutenberg (1971???? I had no idea!!!) – Project Gutenberg began in 1971 when Michael Hart was given an operator's account with $100,000,000 of computer time in it by the operators of the Xerox Sigma V mainframe at the Materials Research Lab at the University of Illinois.

    He then proceeded to type in the "Declaration of Independence" and tried to send it to everyone on the networks … which can only be described today as a not so narrow miss at creating an early version of what was later called the "Internet Virus."

    A friendly dissuasion from this yielded the first posting of a document in electronic text, and Project Gutenberg was born as

ChittahChattah Quickies

  • Meet The New Authenticity – an older post here about a topic recently revisited in my interactions column – One package had a label with a jagged edge, meant to suggest torn paper. It didn’t look like real torn paper, it looked like a manufactured torn edge. Some people really liked it, but one person called it as unacceptably fake. He pointed to another packaging label that he had purchased, as this one had a more realistic-looking torn edge, where the paper was frayed and small threads and fibers were visible.

    He was very clear that both of these edge treatments were done by machine; that no paper was torn by hand. The vernacular of the jagged paper was completely unacceptable. The more realistic (as he imagined it) frayed edge was the right way to do it.

    It’s a bit of a post-modern take on authenticity, where it’s more of aesthetic that supports suspension-of-disbelief, rather than some extremely absolutely True and Real version. What does the way it looks let me comfortably accept into my reality?

Start Spreadin’ The News: Steve in New York, NY

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Urban Camouflage, New York, June 2004

I’m off to New York next week for a handful of speaking engagements. If you’re going to be at any of them, please let me know!

ChittahChattah Quickies

  • Storylistening for consumer insight – There are many ways of collecting stories but here are three that may be new to you:
    * Anecdote circles
    * Naive interviewers
    * Mass narrative capture
    Collecting stories is not about finding the one perfect story that describes a brand or a consumer experience. Rather it is about gathering a broad spread of qualitative data. Individually a story may be seen to be banal but their power lies in the cumulative effect of many stories.

    Interpreting stories
    * Experts
    * Machines
    * Participants

    Story interpretation is best done by a range of groups (e.g. consumers themselves, a marketing department) that may have differing perspectives on the same situation. The most appropriate techniques often avoid direct analysis initially and allow different groups to immerse themselves in the stories to produce nuanced interpretations of the consumers' world.
    (via DinaMehta.com)

  • Sony, B&N promise to rekindle rights for book owners – Boing Boing recently talked to Sony's Steve Haber, President of Digital Reading, about its flagship ebook reader, named the "Daily Edition." "Our commitment is that you bought it, you own it," Haber said. "Our hope is to see this as ubiquitous. Buy on any device, read on any device. … We're obligated to have DRM but we don't pull content back."
  • OnFiction is a magazine with the aim of developing the psychology of fiction. – Using theoretical and empirical perspectives, we endeavour to understand how fiction is created, and how readers and audience members engage in it.
  • What design researchers can learn from hostage negotiators – Interesting to look at various collaboration and communication scenarios and unpack what's going on to define some principles that can be reused. Not sure how much new about design research is brought to light here, but the framing may make it more memorable or understandable. Always glad to see the emphasis on rapport, but I don't agree with their hostage-rapport approach as a one-size-fits-all method for design research rapport building. I also think they underplay the emotional levels that good design research can uncover. Beyond frustration with products, we hear stories about cancer, divorce, infertility, hopes, dreams, and beyond. All very charged stuff.
  • If you outlaw meep, only outlaws will say meep – Tthe nonsense word started with the 1980s Muppet character Beaker. Bob Thompson, a pop culture professor at Syracuse University, said he first heard students meep about a year ago during a class screening of a television show.
    "Something happened and one of them said 'Meep,'" he said. "And then they all started doing it."

    The meeps, he said, came from all of the students in the class in rapid-fire succession. When he asked them what that meant, they said it didn't really mean anything.

    But meeping doesn't seem to be funny to Danvers High School Principal Thomas Murray, who threatened to suspend students caught meeping in school.

    In an interview with the Salem News, Murray said automated calls were made to parents, warning them of the possible punishment after administrators learned that students were conspiring online to mass-meep in one part of the school building.

    (via MeFi)

ChittahChattah Quickies

  • Universities reject Kindle over inaccessibility for the blind – The National Federation for the Blind said Wednesday that while it appreciates the Kindle's text-to-speech feature, the "menus of the device are not accessible to the blind…making it impossible for a blind user to purchase books from Amazon's Kindle store, select a book to read, activate the text-to-speech feature, and use the advanced reading functions available on the Kindle DX."

    "The big disappointment was learning that the Kindle DX is not accessible to the blind," Ken Frazier, the University of Wisconsin-Madison director of libraries, said in a statement. "Advancements in text-to-speech technology have created a market opportunity for an e-book reading device that is fully accessible for everyone. This version of the Kindle e-book reader missed the mark."

  • ‘Sesame Street’ Responds to Dispute – An executive for Sesame Workshop said a segment on the show that upset political conservatives was “equal-opportunity parody” that made fun of both CNN and Fox News. The skit featured Oscar the Grouch as a reporter for the Grouch News Network (or GNN). When his work upsets a female viewer and fellow Grouch, she tells Oscar: “From now on I am watching Pox News. Now there’s a trashy news show!” Some conservative bloggers called the comment a veiled shot at Fox News, and Michael Getler, the PBS ombudsman, wrote that “Sesame Street” producers should have avoided the joke. Miranda Barry, an executive vice president at Sesame Workshop, responded that “no political comment or comment about Fox News, subtle or overt, was intended.” Having the “grumpy, grouchy, contrarian Oscar” on “Sesame Street,” Ms. Barry wrote, “shows kids that you can listen to someone with a very different worldview, and even be friends with them, without losing your own perspective.
  • The Media Lab | Center for Future Storytelling – Storytelling is fundamental to being human: it's how we share our experiences, learn from our past, and imagine our future. With the establishment of the Media Lab's Center for Future Storytelling, the Media Lab, together with Plymouth Rock Studios, is rethinking what "storytelling" will be in the 21st century. The Center will take a dynamic new approach to storytelling, developing new creative methods, technologies, and learning programs that recognize and respond to the changing communications landscape. The Center will examine ways for transforming storytelling into social experiences, creating expressive tools for the audience and enabling people from all walks of life to embellish and integrate stories into their lives, making tomorrow's stories more interactive, creative, democratized, and improvisational.

Grassroots product development

In our blog’s grand tradition of posts about bathrooms and toilets, here’s a bit of local small-scale innovation, spied at a neighborhood coffee shop.

p knot 3 (Custom)
The explanatory sign in the bathroom

p knot 2 (Custom)
The product in use

p knot 1 (Custom)
Get yours here!

Related posts:
Steve investigates the bathroom for Core77
Fair warning
The toilet flusher that comes with a memo
Semiotics of toilet signs
Explaining your product puts you ahead of the pack

ChittahChattah Quickies

  • IST2010ENG/ EDEBIYAT / 40 Districts 40 Books by 40 Authors: ‘My Istanbul’ series at Tüyap 2009… – My Istanbul is a monumental project of 40 books in which 40 distinguished authors told their own districts.

    40 authors born and lived in Istanbul wrote their own feelings, thoughts and memories in their own style about 40 districts of Istanbul for this project originated from the idea that every district has a different story, a different identity and a different spirit.

    Realized in cooperation with Istanbul 2010 European Capital of Culture Literature Directorate and Heyamola Publications the project ‘My Istanbul’ will display Istanbul’s recent history by the words of witnesses while each district is being re-interpreted by sui generis views of the authors.

  • Jake Cressman – Part of the Hot Studio team that won the Portigal Consulting/Core77 1-Hour Design Challenge! Congrats, Jake!
  • CONGRATS: Hot wins ‘The Future of Digital Reading’ design challenge – Designers + Beer = Fun: Late on a Friday afternoon, a group of Hot’s designers and a good-natured friend gathered in Hot’s biggest conference room. We spread books of all sizes out on the conference table, salty and sweet snacks in every corner, and several six packs of beer on ice. What more could you need? We watched segments from Portigal Consulting’s video where they outlined their findings, and paused a few times to discuss amongst ourselves. After we got comfortable with the background material, we divided into a couple teams, each focusing on a different approach

    The winning SuperFlyer concept came from a collaboration of Shalin Amin, Holly Hagen, Leslie Kang, and our buddy Jake Cressman.

ChittahChattah Quickies

  • Online and on iPhone, authors read 10 pages of their latest work – Aiming to introduce readers to authors they aren't yet familiar with, zehnSeiten (German for ten pages) promotes writers through videos that feature them reading ten pages from their latest novel.

    Available both online and as an iPhone app, the videos are simple, fixed-camera affairs. No dramatic introductions or filmed scenes, just black and white recordings of authors sitting at a table and reading from their work. By eliminating frills, the focus is on the author and production time and costs are kept to a minimum.

  • A Story Before Bed – asynchronous distant storytime – As Jason Kottke explains "A Story Before Bed allows you to record yourself reading a bedtime story to a faraway child…maybe you're away from home on business or a grandparent who lives in another state or just working late. When storytime rolls around, the child sees the book onscreen plus a video of you reading it to them. Slick."
  • Michael Turner on authors, digital, content, and meaning – (highly edited excerpt) – The problem with seeing "digital tools" as "problems" lies in the writer's inability to see the computer and the Internet less as tools than as a medium — the analogy being that the Internet is to the palette what the computer is to the canvas. If an author identifies his or herself as a "good old-fashioned storyteller", someone of bad manners and singular genius, a romantic, a lovable eccentric whose hat is always a little bit too big for their head, then the best way to convey that fantasy — and the book it squirted from — is to complain about "digital tools."

    Some authors have taken to [publisher requests to use digital to promote] better than others…using their books as a device by which to cast shade, create depth, movement, hopefully leading them to new places, new ways of making meaning.
    (via kottke)

ChittahChattah Quickies

  • Book Review: Deconstructing Product Design, by William Lidwell and Gerry Manacsa – …the color commentary from design thinkers such as interaction designer Jon Kolko, product designer Scott Henderson and design researcher Steve Portigal….While I never imagined that product design would have a sounding board to rival the judges of American Idol, Deconstructing Product Design provides exactly such a chorus. So while Tickle Me Elmo himself is lavished with product love worthy of Paula Abdul, the oversexed and strangely hydrocephalic-headed Bratz dolls spark diverse criticism and discussion. As a writer for a design blog, critiquing a book that brings together disparate voices critiquing products is (a) rather meta, and (b) totally hypocritical, but the remarkable thing about observing the way culture is observed is that it rarely fails to entertain.

Reading Ahead: Design Challenge Winners

Reading ahead logo with space above

Our work is about understanding and acting, so our engagements typically include workshops where we facilitate client teams in using our research findings to generate concepts and start prioritizing ideas for further development.

For our self-funded Reading Ahead project, we had no client, so we took this action step by partnering with Industrial Design Supersite Core77 to put our research findings out to the global design community as the basis for a 1-Hour Design Challenge.

We worked with the Core77 team to review all the contest submissions received over the last month, and today are pleased to announce the contest winners.



(via Core77)

The latest 1 Hour Design Challenge, The Future of Digital Reading was based on Portigal Consulting’s Reading Ahead initiative-recent research around books, reading, behavior, and technology. There was great interest in this competition-it’s a hot topic these days of course, with introductions of new e-readers and a constant stream of “end-of-print” articles-and we had tremendous participation from design schools, individuals, and professional design firms.

The research provided for this design challenge was infused with stories about real people, so entries that referenced people and their habits were the most successful. Indeed, entries that embraced story-telling as a way to get their concepts across were much more compelling than those which simply presented a comprehensive list of features. (Yes, we get that the future is OLED displays!) It was daunting to see the number of submissions that were essentially a Kindle with feature statements that did away with the acknowledged limitations, so entries that ran the other way had a good chance of standing out. Still, there was great design thinking here, and a ton of design innovation here, and we were thrilled to see people (and teams) digging deep into the research and trying to refract it through the lens of artifact and experience.

This 1 Hour Design Challenge was a tough one to jury, but here (in suspenseful order…the Winner’s at the end) are the judges’ selections and comments. Congratulations to the Winner and Notables, and thanks to everyone who participated! Portigal Consulting and Core77 will each be donating $300, in the name of the prize winner, to 826 Valencia (a nonprofit that helps kids with expository and creative writing, and San Francisco’s only independent pirate supply store). 826 Valencia will put together a celebratory gift bag (i.e., pirate booty!) to honor the winner.

And now for the results:

Notable: The PaperBack
Design: Stephanie Aaron, Kristin Grafe & Eric St. Onge (SVA MFA in Interaction Design, Class of 2011)
1hdc-1

The PaperBack provided several nice design solutions in one package. We were charmed with the notion of displaying the cover of the book on the back side of the device for others to see (of course, we’d expect a “hide cover” option in the preferences!), and the flip-the-book-over action to turn the page is something we liked from a couple of the entries. The user’s ability to customize the form factor to modify the book-from paperback to novel-was a great start, but we felt that it perhaps didn’t go far enough. Maybe combining this with the next Notable entry, “The Page,” would make for the killer concept.


Notable: The Page: Adaptive Delivery Device
Design: Manny Darden, Jae Yeop Kim & Scott Liao (Graduate Candidates, Media Design Program, Art Center College of Design)
1hdc-2

It was irresistible to conflate “The PaperBack” device above with this concept, taking the form factor all the way to a newspaper-scale object. And self-supporting no less! The Page embraces some of the graphic conventions we’ve grown to love (in this case The New York Times) but then brings some live navigation and hand gestures into the mix. The photographs make for a compelling presentation, and again, made us dream about a device that folds all the way from a paperback out to a newspaper. Utopian? You bet.


Notable: Gutenberg
Design: Cameron Nielsen
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Cameron’s Gutenberg Local/Global Bookmaker considered a novel solution (pun intended): at-home book-making. Companies like Blurb have sprung up to address this as a service, but could print-on-demand happen in the home? We have the technology to print paper, but we don’t have the ability to make actual books. Provocative, with a sweet rendering, this entry made us think about revisiting a low-tech artifact rather than running immediately to an e-reader device.


Notable: Flipit
Design: Jdouble
1hdc-4

While the thrust of Jdouble’s flipit is (gulp) a Kindle with a different (and better UI), the brilliant innovation was the Tamagotchi-like feature: As the user reads more, the device gives positive feedback (in this case, a facial expression). The design research identified how social the act of reading can truly be, so it was a nice touch that the designer considered how the device itself could participate in the social behavior (a theory that is well supported by the work by Nass and Reeves at Stanford).


Notable: Booklight
Design: Kicker Studios
1hdc-5

Kicker’s Booklight rethinks where the digital data is. The classic solution for an e-book is that the data resides inside the device and comes to us up through a screen. The Booklight form factor, in contrast, is an embodiment of their rethinking: the content is projected down onto any blank book, decoupling the content from the presentation of the content. The Booklight lets the user select the size, heft, and feel of the surface they want to read on, giving back the tactility of the bound book many have grown to love. We were also amused to note that Kicker, known for phrases like “Tap is the New Click,” didn’t fall into the touchscreen swipe-to-turn-the-page interaction ubiquitous in the other submissions. Such restraint!


Notable: Mocks
Design: Stacey Greenebaum
1hdc-6

Stacey Greenebaum’s Mocks doesn’t try to solve everything; it takes one piece of the ecosystem and offers a provocative solution. People need to display their identity through their books, but as books move from atoms to bits, why not have a product that simply displays book titles in the home? The question of whether those titles represent actual or aspirational reading strips the identity issue down to its core: in that social moment at least, it’s not about the content.


WINNER: SuperFlyer 5000
Design: Hot Studio

Hot-Studio-superflyer-1

And, we have a winner! Hot Studio and Friends, with their concept for shared living room reading, takes the grand prize. There was a serious case of kitchen-sinkism on this (massive entry), but perhaps this was understandable given the large team they convened for the effort. While life in the living room is increasingly fragmented across devices, and media content keeps upping the hyper in order to grab some fraction of our attention span, Hot has a big idea a la Slow Food: bringing reading back into the media room so people can spend time together…with books. This concept reconsiders the entire reading gesture, going from hand-held/one foot away, to hands-free/10 feet away. Research participants told us that they saw books as a respite from their over-connected, screen-based lifestyles; here’s an application of those digital technologies that has the potential to engage people with reading in a new way.

The team also deserves special mention for the quality of their effort. They illustrate their solutions in a variety of ways, showing the power of quick-and-dirty paper and Photoshop prototyping.

1hdc-7

In bringing people together to create and inspire each other, they’ve generated a best-in-class artifact that reveals great process, uses scenarios based on research participants, and a demonstration of how humor can help sell an idea. Hot Studio modeled how it really should be done. Kudos!

ChittahChattah Quickies

  • National Geographic: The fragrance – In the new National Geographic range there are two natural scents available: Japan Tatami and Nevada Desert Flower. These are two gorgeous and authentic scents inspired by tradition and natural wonders.

    Japan Tatami is a fresh and soothing scent inspired by the Igusa grass, traditionally used by the Japanese to make Tatami mats. This authentic fragrance has a fresh scent with dry herbs and chamomile touches.

    Nevada Desert Flower is a delicate floral fragrance inspired by the natural wonders of the Nevada desert, where the Nevada desert flower only has a chance to bloom when winter rains are heavy. Its scent combines the sweet notes of apricot and green herbal notes enhanced with fresh spices.

ChittahChattah Quickies

  • The Ephemera Society is a non-profit body concerned with the collection, preservation, study and educational uses of hand-written and printed ephemera. – The term ‘ephemera’ covers a wide range of documents including leaflets, handbills, tickets, trade cards, programmes and playbills, printed tins and packaging, advertising inserts, posters, newspapers and much more. In the words of the society’s founder, Maurice Rickards, “the minor transient documents of everyday life”.

    Essentially produced to meet the needs of the day, such items reflect the moods and mores of past times in a way that more formal records cannot. Collectors of printed ephemera vary in their approach. Some focus on the ephemera of a particular trade or profession, others are interested in its social or graphic history. Other ephemerists collect documents simply as evocative reminders of the past.

  • What does it mean when getting access to medical care looks like getting tickets for a popular concert? – Ottawa's chief medical officer of health announced Thursday that the city will start issuing single-use, non-transferable wristbands in place of tickets to indicate each person's place in the queue. He expects that to make things fairer than the ticket system for others in line. "People are picking up tickets and then disappearing, picking up more than one ticket, just generally misusing and gaming the system," Levy said.

    Until now, some healthy people have been picking up tickets ahead of time so their children or other vulnerable relatives won't have to spend hours waiting in crowds at the clinics, where they could be exposed them to diseases such as swine flu. The new system could prevent them from taking such measures.

The unholy child of anthropology and marketing? Or a great idea…or both?

Michael Cannell posted yesterday at Fast Company on design firm Blu-Dot’s fascinating new campaign, in which they are going to give away chairs by leaving them on the streets of New York, and then use GPS embedded in the chairs to track them down. According to Michael Hart of Mono, the ad firm that developed the idea with Blu-Dot:

If all goes according to plan, the video crew will use the GPS to find the chairs a few months from now. They’ll knock on doors and interview the owners–homeless people, Apartment Therapy readers, whoever they turn out to be–about why they took the chairs and how they use them. “Where does great design end up in New York? What sort of a person invites these chairs into their homes?”

Wow – there are so many layers to this. The brilliant experimental marketing layer, the Big Brother-ish invasion of privacy layer, the genius “guaranteed-to-get-talked-and-written-about” PR layer, the “no-marketing-message-included” layer reminiscent of “no-brand” brand Muji, the Chris Anderson “free” layer, and finally, the anthropological, archeological, design research find-out-where-the-chairs-go layer, which in and of itself would be a great conceptual art project or social experiment.

This project–what do you even call it? Is it a project, a campaign, an experiment?–really takes the openness and creative potential of contemporary marketing and runs with it.

ChittahChattah Quickies

  • In defense of inspired design: Deyan Sudjic and "The Language of Things: Understanding the World of Desirable Objects" – Tthe Clift Hotel in 2001 was reborn as an outpost of the globe-trotting cultural elite. The 1913 exterior still exudes staid pomp; inside it's a dark wonderland of affectation, with theatrically scaled furniture, thick silk drapes & techno rhythms in the background.

    The interiors are by Philippe Starck whom Sudjic describes as "constantly seeking to amuse the grown-ups with his daringly naughty tricks."

    The ambiance is profoundly different a few blocks away at Blue Bottle Cafe. Here, light streams through the bare windows of a 17-foot-high corner retail space. The stools are utilitarian, the walls dull white.

    Yet everything here is arranged as deliberately as at the Clift, including the coffee beans in grainy paper bags with the blend names stamped by hand. It's all very DIY – and you can grind the beans at home with the $700 grinder on sale a few feet away.

    "In objects we value the 'authentic,' the hand-pressed. It's often the same thing with cities," Sudjic said .

  • Dance Off with the Star Wars Stars 2009 – Many YouTube videos to explore here, but possibly one of the most inauthentic things ever. Taking beloved character archetypes out of their true context and into a tepid cheesy new context. Funny, or a betrayal, (or cool?) depending on where you come from. While the related video, Star Wars Weekends – Special Effects Edition (with real lightsabers!), evokes a real authenticity, even though it creates humor by mixing fantasy with reality, there's a underlying difference – love for the original versus exploitation of the original
  • The Case of the Inappropriate Alarm Clock – Another complex and rambling Errol Morris investigation into politics, authentication, media, photography, truth, fakery, and more
  • Les Sans Culottes: a French band from Brooklyn that isn’t really French – "Brooklyn’s Les Sans Culottes have taken the whole faux-French-band thing pretty far—the group’s live shows are superenergetic, fake-multicultural events. You might not learn anything about French culcha, but you’ll probably hop around like a lunatic."
  • Authentic Organizations — aligning identity, action and purpose – A blog that explores
    * What does it mean for an organization to be “authentic”?
    * Why does it matter that an organization be authentic?
    * Which organizations are being authentic, and what are they doing to pursue authenticity?
    * Which organizations are not being authentic, why, and what could they be doing to become more authentic?
    * What should an organization do to become more authentic, or to address a specific authenticity dilemma?
    * What can you and I do, as organization members, as managers, leaders, scholars or practitioners, as persons, to help organizations pursue authenticity?
  • When Consumers Search For Authenticity: In The Eye Of The Beholder? – "Consumer identity goals (or their idealized images of themselves) underpin assessments of whether a brand is authentic (genuine, real, and true) or not." The researchers identified three primary identity goals: a desire for control, connection, or virtue. "These goals reflect three respective societal norms: the need to be practical, to participate in community, and to be moral," the authors explain. "When seeking to achieve these different goals, consumers choose different brands. When consumers desire to be in control, they may view McDonalds as an inauthentic brand partner because fast food leads to increases in weight. Alternately, McDonald's may be viewed as a genuine partner when the same consumer is seeking to connect with others."
  • Creating Authentic Product Experiences: a teaser for this presentation – Authenticity is an increasingly crucial attribute for successful products and services, but understanding how to apply it is slippery. In this presentation, Steve presents a number of facets of authenticity, from product form and aesthetics, to the evolution of meaning over time, to personal interactions, and brands. While there is no magic answer to "what is authenticity?" the journey to answer that question is an essential one.
  • All This ChittahChattah (Kindle Edition) – Understanding culture, design, and business – For only $1.99 a month. Not available to customers in the US, for reasons I don't understand.

Ask for our latest article, On Authenticity

cell-phone-tree
My latest interactions column (written with Stokes Jones, Principal of Lodestar) On Authenticity has just been published.

While in Las Vegas for the first time a number of years ago, we had occasion to visit the Las Vegas Hilton where “Star Trek: The Experience” was operating. The immersive “themed attraction” spilled over into a cafe (Quark’s Bar and Restaurant) and shopping area both modeled after the TV show “Star Trek: Deep Space 9.” This led to slightly dissonant sights, such as an Andorian sitting at a table hawking credit card offers, where the free gift was a plastic sports bottle topped with an Andorian head. As we strolled through the Deep Space 9 Promenade, we came upon two Klingons. Of course, it was two actors portraying Klingons, but let’s set that important difference aside for a moment. They were chatting with tourists and posing for pictures. Eagerly waiting for his moment was a young boy with Down’s Syndrome, wearing a James T. Kirk T-shirt. (Some quick backstory: In the lore of “Star Trek,” Kirk and the Klingons were enemies.) As these two Klingons chatted with the boy and posed for a picture with him, the actors delivered a magical experience as they maintained character and gruffly acknowledged (just gruffly enough) the boy’s T-shirt and what it represented to them. They found a way to be kind to a vulnerable person while not destroying what he was there to appreciate: the essence of their Klingon-ness, their “Star Trek”-ness. Given that we were in Vegas, where a veneer of grandiosity often stands in for authenticity, this was a touching and impressive moment.

Get a copy of the PDF here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

Last spring I spoke about authenticity with the University of Oregon’s Contemporary Design class. I’d like to find other groups who would be interested in this presentation. To give you a little taste, we put together this quickie highlight from the talk:

Please get in touch if your organization would be interested in our interactive presentation on Creating Authentic Product Experiences.

Previous articles also available upon request:

Innovative Outcomes Take Years To Launch, part 2

Recently, the New York Times reported

France Télécom has become the first mobile operator to transmit voice calls and audio in high definition, part of an effort by telecommunications companies to improve the quality of cellphone conversations.
France Télécom, whose mobile unit is Orange, rolled out the network in Moldova this month. The country was chosen because it has France Télécom’s newest third-generation network, which can accommodate the technology.
“We need to provide our mobile customers with a better voice experience,” said Yves Tyrode, the head of France Télécom’s Technocenter research division. “That’s why we’ve invested in this technology. Because we think it will differentiate us.”

This is exactly what my colleagues and I (at another agency) recommended to France Télécom in early 2001.
bettersound

Like many of the opportunities we develop with clients, the why is more important than the what. At the time of our ethnographic research with French mobile phone users, we saw a lot of cultural barriers to the level of adoption France Télécom was planning for. The slides before the one excerpted above outline a long-term strategy for reframing the mobile phone as an advanced device for more than simply voice calling. It’s very gratifying to read the quote from Yves Tyrode who takes into consideration the type of experience they provide to customers. And of course a “better” experience is pretty meaningless; our research and design work led the idea of better sound quality, but the why beneath that and all the other ideas we delivered is really the big thing. Organizations don’t necessarily need us to help them with simple problems (where the problem is known and the solution is known) — if you know that people hate the sound quality, then develop a technology to fix it. And while that’s often something they get anyway, our specialty is working where the problem itself (and thus the solution) isn’t known.

For some other examples of our work reaching the market, check out

ChittahChattah Quickies

  • Electric Literature Magazine Offers Fiction in New Media – The founders of Electric Literature, a new quarterly literary magazine, seek nothing less than to revitalize the short story in the age of the short attention span. To do so, they allow readers to enjoy the magazine any way they like: on paper, Kindle, e-book, iPhone and, starting next month, as an audiobook. YouTube videos feature collaborations among their writers and visual artists and musicians. Starting next month, Rick Moody will tweet a story over three days.
  • French Government Offers Free Newspapers to Young Readers – Under “My Free Newspaper,” 18- to 24-year-olds will be offered a free, yearlong subscription to a newspaper of their choice.

    “Winning back young readers is essential for the financial survival of the press, and for its civic dimension,” the culture minister, Frédéric Mitterrand, said.

Local and Global

generallee
lilredcar
Microcars, Amsterdam, May 2009

Interesting personalization on these Dutch cars: Apple, Obama/California, and General Lee, all very American brands.

Also from Amsterdam:
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Dutch and American imagery on shower curtains, Albert Cuyp Market, Amsterdam, May 2009

ChittahChattah Quickies

  • Police in Dallas give out citations to drivers for not speaking English – While they are still investigating what went on, there's a possibility that at least part of this was bad UI design: "Kunkle said his department's computer system for citations has a pull-down menu that includes a law requiring drivers of commercial vehicles to speak English." That's true for commercial but not true for regular drivers, and depending on how the software is used, that option may appear as a possible action that the police can take when citing a driver.
  • London Pub Night, November 2 – We'll be at the Riverfront bar & kitchen @ BFI. Hope to see you there!

Changing Lanes, Changing Minds

locavore
Locavore iPhone app

Locavore (also localvore) is someone who eats (or tries to eat) food from within a certain radius, typically 100 miles. In 2006, Google opened Cafe 150, a restaurant on its Mountain View campus that only uses ingredients that come from within 150 miles. The 100-mile diet is a book, a website, and a movement.

This is a powerful idea that, as it has taken hold, has entered our vocabulary and shifted our mindset. Even if we don’t do this, we consume the idea. It’s a meme.

Volt230mpg01.jpg
Now, here come the electric vehicles. A similarly urgent effort to create change that asks us to fundamentally revisit how we do a primary activity. The fully electric Chevy’s Volt has a much-discussed 40-mile-without-recharging-capacity, based on some data (which of course, is disputed) showing 80% Americans drive less than 40 miles per day.

These two ideas are not parallel. At 41 miles, imagine that your car stops dead by the roadside and you’re stuck with a AAA situation. At 151 miles, your radicchio isn’t quite as local – but you don’t go hungry. Even so, the food people have done a much better job at creating a new story that quickly captures the essence of a new behavior.

Do you know how many miles a day you drive? The EV people, and Chevy especially, would do well to help create awareness at a general level (that people drive this much, on average) and a personal level (here’s how to figure out how much you drive, or how to map a 40-mile capacity against your typical usage). There’s potentially a gap between how well the Volt would work for most people and how well those same people believe the Volt would work for them.

We’ve seen people wearing pedometers to track another unknown distance: how far they walk in a given day. Why not give away car pedometers (yes, cars already contain equipment that provides that information, but the point here is to celebrate and raise awareness)? Where equivalent term to locavore for the daily driving case? 40-milers? loca-motives? Where are the use cases or archetypes that help translate into something familiar? How far does a mom in the ‘burbs drive? How about someone in the exurbs? Or a traveling saleswoman/road warrior? There’s a lot that can be done just on expanding the idea itself, to help set the stage for the coming solutions.

ChittahChattah Quickies

  • In praise of the single-use device – 1) The over­all trend is clearly towards media devices with mul­ti­ple (but dis­crete) func­tions.
    2) There’s still room for a solid hand­ful of dedicated-use devices who do their job really, really well; for read­ing plain text, a device like the Kin­dle could fit into that cat­e­gory.
    3) A lot of what we read isn’t plain text. It never was.

    Poten­tial solutions:

    1) When­ever pos­si­ble, tear down the walls between the “sep­a­rate” func­tions on multi-function devices. It should feel like a device that has one func­tion — just that the func­tion is com­plex, mul­ti­lay­ered, inte­grated.
    2) Within the con­tent, too, stop treat­ing text as if it could be fully iso­lated as a sep­a­rate data chan­nel from every other kind of media.
    3) The end of the multiple-function device, and per­haps even the multi-media object; the birth of the inte­grated–func­tion device, and the inte­grated–media object. These last two were made for each other.

  • Kottke: People read more than books – E-readers — are all focused on the wrong single use: books. The correct single use is reading.

This Year’s Virtual Model

Not new, but new to me: Lands’ End Virtual Model, allowing people to shop online for clothes and see what the clothes would look like on a person. The idea is that the person is you, the shopper, but there’s a fundamental disconnect between projection onto a mannequin (digital, even) and projection into a mirror. The person in the mirror is us. It doesn’t approximate us, it looks exactly like us and it naturally moves in response to our every movement. The virtual model is clumsy in comparison.

I think the whole notion of seeing the clothes in context is (including in combination) is brilliant, but I think the conceit (and it really is just that) of presenting this us a projection of us is completely wrong. Looking in the mirror is the gold standard and this breaks that badly. There’s a lot of customization (just like an avatar builder) of height, weight, body type, skin tone, hair style, etc.

So I started with
model1

Umm, hello, body image norms?

and eventually customized him/me/it to end up with
model2

Umm, is it weird to post this? It’s virtual, but the concept suggests this approximates what I look like in my underpants. I can tell you not to worry, it really doesn’t, but the idea seems a bit transgressive, because of the level of accuracy we expect from representations. A photograph isn’t me, but carries a certain truth. Also don’t worry, no actual underpants pictures of me are coming up in this post either.

As for the virtual me, I think we’ll feel better if he/me has some clothes on!

model3

Frankly, I think this Simpsons avatar is more true version of me, even though it abandons reality, it also offers a kernel of truth and overall feels more accurate.
simpsons

Update: maybe the avatar isn’t meant to be a model, but instead an effective salesperson?

ChittahChattah Quickies

  • Drowning in Data in Kathmandu – Exchange between me and Dave Robertson about how to process the overwhelming amount of experiential and visual stimulation that comes from spending time someplace very foreign.
  • Obituary: Ray Browne / Scholar who pioneered the study of popular culture – Ray Browne, an Ohio university professor who was credited with coining the phrase "popular culture" and pioneering the study of things such as bumper stickers and cartoons, has died. He was 87.

    He developed the first academic department devoted to studying what he called the "people's culture" at Bowling Green in 1973.

    "Culture is everything from the food we've always eaten to the clothes we've always worn," he said in a 2003 interview.

  • Disney offers refunds for Baby Einstein DVDs – Canadian and U.S. parents who feel duped by claims that Baby Einstein videos were brain boosters for their infants and toddlers can now get a refund for old merchandise from the Walt Disney Company.

    The company agreed after a lengthy campaign by a coalition of educators and parents, who complained Disney's marketing materials implied their videos for babies under 2 years of age were beneficial for cognitive development.

    The move to compensate some customers comes after Disney's Baby Einstein stopped using some claims following a complaint lodged with the U.S. Federal Trade Commission by the Campaign for a Commercial-Free Childhood.

    The group alleged deceptive marketing.

    "Disney took the word 'educational' off of its website and its marketing, but we felt that parents deserved more," child psychologist Susan Linn, co-founder of the organization, said yesterday.

ChittahChattah Quickies

  • Canadian authors to pen easy-to-read books – Several Canadian authors are joining forces with a literacy group to launch a set of easy-to-read fiction books for adults with poor reading skills.

    The project in Britain engaged the services of bestselling authors such as Maeve Binchy and Ruth Rendell to write simpler stories. As a result, adults with minimal literacy abilities said they wanted to read more after picking up the books.

    Eaton says the Quick Read Canada books will be available next fall in libraries and literacy centres for free or, in retail stores for about $10.

ChittahChattah Quickies

ChittahChattah Quickies

  • Amazon’s Kindle app for the PC – (Is it still an app if it runs on a computer?) While it seems to be tied to the launch of Windows 7 this week, it will also run on XP, etc. The Kindle experience starts to become platform independent. So what it is? A UI? An OS? An ecosystem? Or a store?
  • Advertising – The People Spoke. In Windows 7, Microsoft Says It Listened – Microsoft asks PC users for feedback. But after the debacle with Vista, they realized that the concept of consumers as an intrinsic part of the development process could be an effective selling point for Windows 7. And so was born a campaign carrying the theme “I’m a PC and Windows 7 was my idea.”
    “Our customers co-create the product with us,” said David Webster, GM for brand and marketing strategy “We’re using the customers’ voice to tell our story.”
    In one ad, these words are superimposed over a photograph of a woman: “I asked for it to use less memory. Now it uses less memory. I’m a tech goddess.”
    In another ad, these words appear over a photo of an older man: “I suggested they make it less complicated. Guess what? Now it’s less complicated. I so rule.”
    In commercials, Microsoft engineers say, “Bring it on; what do you got?” PC users fire back with pithy phrases like “Less clutter, just less clutter.” And the engineers reply: “Loud and clear. We’re all over it.”

ChittahChattah Quickies

  • Target jumps into book price war started by Wal-Mart, Amazon – What started as a book price skirmish between Wal-Mart and Amazon.com is showing signs of becoming a much broader holiday battle. Today retail giant Target announced it is matching Wal-Mart's online price of $8.99 for top selling, soon-to-be-released titles, including "Under the Dome" by Stephen King and "Breathless" by Dean Koontz.
  • Health Concerns Drive New Rituals (or attempts to create new rituals, top-down) – The handshake, with its potential to transfer the flu virus, should be replaced with the safer — and more contemporary — pound [aka fist bump] says the dean of medicine at the University of Calgary.

    "It's a nice replacement of the handshake because you can't just refuse to shake someone's hand. It's rude and seems almost un-Canadian," he said. "This is a nice, intimate gesture: a gentle bump of the fist that replaces the handshake if you get used it."

    The pound, or fist bump, is a greeting that originated with American black youth in the 1960s and is commonly used among sports teams.

ChittahChattah Quickies

  • The Day It All Changed: The BookServer project – BookServer is a framework of tools and activities. It is an open-architectured set of tools that allow for the discoverability, distribution, and delivery of electronic books by retailers, librarians, and aggregators, all in a way that makes for a very easy and satisfying experience for the reader, on whatever device they want.

    The Internet Archive expanded the availability of books to millions of people who never had access before, bringing knowledge to places that had never had it. Who knows what new markets that will create, or more importantly what new minds will contribute to our collective wisdom as a result of that access. In the same motion, Brewster demonstrated a world where free can coexist with the library borrowing model, and with the commercial marketplace. Protecting the interests of both of those important constituencies in this ecosystem. He also portrayed every 'closed system' including our big retail friends and search engine giants, as small potatoes.

  • Stack America: Freedom from Choice + Surprise + Curation – Stack America is the subscription service that brings the best in hard-to-find independent magazines directly to your home or office. Based in New England and created in response to the huge demand for Stack from American subscribers, it exists to offer a targeted selection of independent magazines for anyone subscribing in the USA and beyond. (via DesignObserver)
  • ANONthology – The Anonthology is an experimental project to assess the importance placed on name and reputation over quality of writing. Amongst the writers contained within we have Orange and Genius Prize winners, Booker and Pulitzer Prize nominees. We have one author who’s sold over half a million copies, another who’s written over fifty books. But can you tell which is which? And how does it change the reading experience, not knowing if the author is young or old, male or female?

    (via Springwise)

Localized Wayfinding

parking
drawbridge
Airport Wayfinding, Schiphol Airport, Amsterdam, May 2009

The first time I ever encountered localized parking designation was my childhood visit to Disney World; the tram drivers reminded us we were parked in Goofy 7 or Mickey 7 or something. Of course, I still enjoy taking note of it (see a recent post here). The highly-localized version above was entertaining and both confusing and educational (the herring icon makes no sense until one discovers that the Dutch really love their herring). Now, this confusion is inevitable when traveling and (as I’ve written about before) can be a great opportunity for learning. And practically, most people that park at the airport are locals, not incoming tourists, so there is little impact on the experience from not understanding the reference. Indeed, since nothing about the icon is meant to convey its function, serving only to label a particular region, visitors can still make use of the bird-on-a-post (?) icon perfectly well, without any understanding of its meaning.

Pile it up, pile it high on the platter

garbage
Temporary cardboard depot, Montara, CA, July 2009

I’ve started noticing this curious artifact around town on garbage days. At first I thought these piles of cardboard were mistakes (especially when one appeared at the foot of our driveway). But, for reasons that aren’t obvious, these are simply steps in the process: move the cardboard from individual households to multi-street piles, then gather and remove the piles.

It’s interesting to consider how many processes may present as error-ridden or incomplete depending on when (and with what context) they are viewed. Does the county get phone calls every week complaining about the pile of trash sitting on the street? How could they communicate more context in this pile to better suggest that they’ll indeed be right back to pick it up, don’t you worry?

ChittahChattah Quickies

  • Hidden UI bonus feature: Commuter Railroads Build a Secret Minute Into Train Departures – Every commuter train that departs from New York City [as well as trains in other major cities] — about 900 a day — leaves a minute later than scheduled. If the timetable says 8:14, the train will actually leave at 8:15. The 12:48 is really the 12:49. The phantom minute, in place for decades and published only in private timetables for employees, is meant as a grace period for stragglers who need the extra time to scramble off the platform and onto the train.

ChittahChattah Quickies

  • The Book Industry Turns A Page on Talk of the Nation (NPR) – The Kindle, the iPhone and other electronic book readers have changed the way many people read — and left some in the publishing industry desperate for new ways to make money. A new venture from the TheDailyBeast.com, will soon upend the traditional publishing model. With Peter Osnos, Founder of Public Affairs Books and Former Vice President at Random House, Tina Brown, founder and editor-in-chief of The Daily Beast, and ZZ Packer, author of Drinking Coffee Elsewhere
  • Google to launch online electronic book store – Google plans to launch an online store to deliver electronic books to any device with a web browser, threatening to upset a burgeoning market for dedicated e-readers dominated by Amazon's Kindle. They will be initially offering about half a million e-books in partnership with publishers with whom it already cooperates where they have digital rights. Readers will be able to buy e-books either from Google directly or from other online stores such as Amazon.com or Barnesandnoble.com. Google will host the e-books and make them searchable.

    "We're not focused on a dedicated e-reader or device of any kind," Tom Turvey, Google's director of strategic partnerships, told journalists at the Frankfurt Book Fair.

  • Barnes & Noble Taps Kindle Designer For Its AthenaNook e-Book Reader – Ammunition supposedly did the original Kindle and is now supposedly doing the Barnes & Noble device. Meanwhile, stay tuned for the Core77 1HDC Reading Ahead results!

ChittahChattah Quickies

  • Branding the Ideal Experience: Participatory Design Research Lecture and Workshop – Looks like this would've been fun and interesting: For this installment of the series design research expert and consultant JooYoung Oh will offer a lecture and workshop on the techniques of her industry. Participatory design research is a combination of psychology and design. It is about understanding people and their ideal experiences in order to inform and inspire design (of products, systems, environments, and brands). How do you know your brand will resonate with your target audience? JooYoung will discuss design research theory, and will present a hands-on exercise that will demonstrate methodologies for capturing the current and ideal experience. Come prepared to participate!
  • The Hipstery! Mystery T-Shirts – Liberating you from the burden of choice! – (via Springwise) – Similar to the Heaven's Dog "Freedom From Choice" cocktail we blogged about a few months back, here's another product that offers the experience of "surprise" with the reassurance of a semi-curated result.

ChittahChattah Quickies

  • Amazon adds over 18,000 free public domain titles to Kindle Store – "It would have been nice if Amazon had thought of this tactic before launching the Kindle. But the rapid growth of the public domain library in the Kindle store is more likely a response to the fact that Sony eBook readers can access Google's massive collection of scanned public domain works. So while Amazon's 18,000 public domain downloads are a good start, Google has over half a million titles, which means Amazon still has some catching up to do."
  • Phil Patton asks about Google’s book scanning process – Nowhere in Google’s FAQs or anywhere else is there a clear answer to the question of how books are physically scanned. Whether the books are disassembled in the process of scanning. What measures are taken to avert damage to scanned books, especially to older, more fragile ones with dry bindings and acidic paper. What sort of action readers or authors can take if they encounter errors in the scanning, dating or classification.
  • One Hour Design Challenge: The Future of Digital Reading — School of Visual Arts — MFA in Interaction Design – Interaction Design students teamed up to participate in the One Hour Design Challenge: The Future of Digital Reading for Jason Santa Maria’s Communicating Design Class.

Monotasking

Sometimes a seemingly minor interaction has a big impact.

At Black China Cafe in Santa Cruz, a small rock keeps napkins in place at the coffee station. With a cup of coffee in one hand, getting a napkin means picking up the rock, putting it down somewhere, picking up a napkin, and then putting the rock back in place.

I had just been thinking as I walked to the cafe about how hard it’s become for me to do something simple like walk across a parking lot without simultaneously jumping on my phone and checking my email, Twitter feed, etc.

I like being able to get lots of things done while I’m mobile, but at times I do this even when I don’t need to, and it starts to feel like a compulsion to multitask. Coming out of that context, the focused attention and step-at-a-time-ness of this little rock/napkin moment at the cafe shifted my whole pace of being.

Interaction design has always talked about temporal elements like pacing and pause. In their book, Interaction Design: Beyond Human-Computer Interaction, authors Helen Sharp, Yvonne Rogers, and Jenny Preece present a case study in which software testing showed adding pauses to a particular interaction would benefit users, and discuss some of the engineers’ reaction to this finding:

To make these changes would require adding additional menus and building in pauses in the software. This conflicts with the way engineers write their code: they are extremely reluctant to purposely add additional levels to a menu structure and resist purposely slowing down a system with pauses.

Right now, human/device interactions commonly involve waiting impatiently for our things to do what we’ve asked them to, and faster processing is often a goal. But as technological capability increases and our devices become faster than we are, I wonder if it may become increasingly necessary to also think about purposely slowing down elements of an interaction to create a different user experience – a’la the napkin rock – that is more aligned with “human-speed.”

ChittahChattah Quickies

  • Jobs on the Kindle, January 2008 – Today he had a wide range of observations on the industry, including the Amazon Kindle book reader, which he said would go nowhere largely because Americans have stopped reading.

    “It doesn’t matter how good or bad the product is, the fact is that people don’t read anymore,” he said. “Forty percent of the people in the U.S. read one book or less last year. The whole conception is flawed at the top because people don’t read anymore.”

  • Roger Ebert’s Books Do Furnish A Life (plus a ton of amazing comments) – I cannot throw out these books. Some are protected because I have personally turned all their pages and read every word; they're like little shrines to my past hours. Perhaps half were new when they came to my life, but most are used, and I remember where I found every one. The set of Kipling at the Book Nook on Green Street in Champaign. The scandalous The English Governess in a shady book store on the Left Bank in 1965. The Shaw plays from Cranford's on Long Street in Cape Town, where Irving Freeman claimed he had a million books; it may not have been a figure of speech. Like an alcoholic trying to walk past a bar, you should see me trying to walk past a used book store.

    Other books I can't throw away because–well, they're books, and you can't throw away a book, can you? The very sight of Quick and Easy Chinese Cooking by Kenneth H. C. Lo quickens my pulse. Its pages are stained by broth, sherry, soy sauce and chicken fat.

  • Seats Of Gold – A writer's experience in the newly-redefined "luxury" seats at the new Yankee Stadium. Fascinating as Wall Street hyper-greed spills into other industries and illustrates how to kill loyalty dead. Hard to summarize this piece, but it's a great case study and a well-written piece as the author documents their own experience supplemented with a lot of background interviews.

ChittahChattah Quickies

  • Inside User Research at YouTube – "One of the most important findings has to do with the difference between the large group of users who are on YouTube simply to watch videos and a smaller, but very important, group of more engaged users — often uploaders." [This is such a "real" user research finding; to those of us on the outside it just drips "duhhh" but of course the discovery of the depth of this truth was probably a significant a-ha moment for the team and more importantly, their internal clients, who may have had this as a notion but hadn't really taken on how to build that insight into the design. Now it's a marching order inside the organization!]
  • Kill the Kindle: Charles Brock’s 60 second video from AIGA Make/Think 2009 – Being a book designer, Charles has an (*ahem) unique perspective on the Kindle.

ChittahChattah Quickies

  • TD National Reading Summit: Creating A National Reading Strategy for Canada – Reading is under pressure from screen-based learning materials in classrooms and screen-oriented entertainments in homes are reducing the access that children have to print materials. The reduction of book budgets for school and public libraries that many provinces experienced in the 1990s has made it harder for libraries to engage students and adults in developing reading habits and skills. More research confirms the importance of reading in academic success, enhanced quality of life, stable economies, and strong communities.

    Becoming a reader is at the very heart of responsible citizenship, but we often lose sight of what reading contributes to our sense of self, our cultural awareness, our capacity for self-expression and, ultimately, our notions of engaged citizenship and the collective good. Reading is about so much more than a technical act that allows us to communicate, consume media and perform the activities of daily life. To be literate is necessary, but it is not enough.

Reading Ahead: Design Futures presentation

Reading ahead logo with space above

Last week we presented Reading Ahead at the UC Berkeley Design Futures speaker series. Since we conducted this study without an external client, this was our first time sitting down with a group of people and talking about what we found and what the opportunities are. In most client situations we’ll meet people from across departments within the same organizations; here we met people who represented many different aspects of the book industry, from antiquarian booksellers, to experts in the digital reader space. Since our emphasis had been on the consumer side, this exposure to the diversity of the producer side was really enlightening, and the result was a really provocative discussion.

Thanks, Liz, for the opportunity. We look forward to the next opportunity we have to share this work with a live audience!

ChittahChattah Quickies

  • Things I Would Rather Read On Paper – I recently built up a hefty backlog of unread articles, and the prospect of reading them all on a laptop or iPhone screen seemed like more of a chore than a pleasure. I should really get around to actually reading some of these things that I'm saving to Read Later. Something had obviously gone wrong. I had personally curated a series of articles, blog posts and essays that I was genuinely interested in, but somehow the resulting collection felt like a to-do list, yet another inbox on my computer waiting to be un-bolded. What I really wanted was a nicer user interface to these articles. So I copy-and-pasted the text of my unread articles from Instapaper into a PDF, uploaded it to Lulu.com, and ordered a single book.
  • As innovative products are introduced, category boundaries are continually shifting and new categories emerging – Lexar Media, a digital photography start-up founded in 1996, sold memory cards. They used a variety of signals to persuade early adopters, especially professional photographers, to classify the memory cards that store pictures as similar to the silver halide film used in analog cameras.

    Lexar Media’s product was put in gold packaging similar to Kodak’s film cartridges, given a speed rating to create an analogy to ISO ratings, labeled as “digital film” on the package and in advertising, and placed in the camera section of retail stores.

    Sony promoted a competing categorization, labeling its cards “Memory Stick” and advocating their use for many of the company’s consumer electronics devices, including digital music players, handhelds and digital camcorders. Other companies also adopted this broader memory classification, so Lexar Media’s success in establishing memory cards as analogous to film was short-lived, and the company stopped promoting the cards as digital film.

  • Will Piracy Become a Problem for E-Books? – Until now, few readers have preferred e-books to printed or audible versions, so the public availability of free-for-the-taking copies did not much matter. But e-books won’t stay on the periphery of book publishing much longer. E-book hardware is on the verge of going mainstream. More dedicated e-readers are coming, with ever larger screens. So, too, are computer tablets that can serve as giant e-readers, and hardware that will not be very hard at all: a thin display flexible enough to roll up into a tube.

    With the new devices in hand, will book buyers avert their eyes from the free copies only a few clicks away that have been uploaded without the copyright holder’s permission? Mindful of what happened to the music industry at a similar transitional juncture, book publishers are about to discover whether their industry is different enough to be spared a similarly dismal fate.

ChittahChattah Quickies

  • Books, Printing, and Self-Publishing » Lone Gunman – In an age of increasing digitization, objects become more valuable. And that value is the reason print media will not die, even if it does shrink. My prediction for print media, therefore, is two-fold: you will see small run, local editions of hardbound books and quick, cheap paperbacks. Couple this with our new attitudes on the democratization of content online and you are going to find quite a number of people self-publishing books. In fact, there are number of folks doing interesting things already:
  • Hybrid Books Add Video and Web Features to Reading – In the age of the iPhone, Kindle and YouTube, the notion of the book is becoming increasingly elastic as publishers mash together text, video and Web features in a scramble to keep readers interested in an archaic form of entertainment.

    Simon & Schuster is working with a multimedia partner to release four “vooks,” which intersperse videos throughout electronic text that can be read ­ and viewed ­ online or on an iPhone or iPod Touch.

    Anthony E. Zuiker, creator of the television series “CSI,” released “Level 26: Dark Origins,” a novel ­ published on paper, as an e-book and in an audio version ­ in which readers are invited to log on to a Web site to watch brief videos that flesh out the plot.

    Some publishers say this kind of multimedia hybrid is necessary to lure modern readers who crave something different. But reading experts question whether fiddling with the parameters of books ultimately degrades the act of reading.

  • New York Art Book Fair Bustles at P.S. 1 Arts Center in Queens – If you harbor even a speck of doubt about the continuing viability of hold-in-your-hand-and-turn-the-pages print publications, check out the New York Art Book Fair this weekend. You’ll find thousands of new books — smart, weird, engrossing, beautiful — that will never be Kindle-compatible. They’ll make you feel good.

ChittahChattah Quickies

  • Pictorial Highlights of IDSA Project Infusion – Without really getting into the content at all, a visual review of the trip to Miami Beach.
  • Project 10 to the 100 – Google crowd-sourced 150,000 "ideas to change the world by helping as many people as possible." They've boiled then down to 16 'Big Ideas' and now are going to decide (they are taking votes but it doesn't seem that is the actual decision mechanism) which one to fund. But the process looks random, the results appear ill-defined, and the next steps are murky. I'm not harshing on Google here; this is the process we see in most engagements, moving from insights to opportunities to actual next steps. It's very challenging to do what. Google has done here and make this a public-facing activity, without the benefit of people sitting together in a room developing a shared understanding. We also don't have as much of a stake in what Google does as we would in our own business; we're the public, not members of the team.

ChittahChattah Quickies

  • Richard Eoin Nash, Social Publisher – What “social” means is that there’s going to be more information about books, more scope to interact with the books (your own commenting & annotating and reading others’), more scope to interact with the author, more scope to interact with one another. (This latter item, to get semi-techy for a sec, is something that the broad horizontal book social networks—Goodreads, LibraryThing, Shelfari—do well, though, so we’re likely to focus on using their APIs rather than asking people to build their own bookshelves anew.)

    “Social” is taking the book and making it much easier to have a conversation with the book and its writer, and have conversations around the book and its writer.

  • L-Prize – Lighting Competition – I've written before in frustration about money spent to push the CFL at us instead of spending money solving the product problem. The DOE is sponsoring the L-Prize to create a low-energy bulb. "The competition also includes a rigorous evaluation process for proposed products, designed to detect and address product weaknesses before market introduction, to avoid problems with long-term market acceptance."
  • Princeton tests of Kindles for textbooks doesn’t go well for Kindle – “Much of my learning comes from a physical interaction with the text: bookmarks, highlights, page-tearing, sticky notes and other marks representing the importance of certain passages — not to mention margin notes, where most of my paper ideas come from and interaction with the material occurs,” he explained. “All these things have been lost, and if not lost they’re too slow to keep up with my thinking, and the ‘features’ have been rendered useless.”

    “For some people,” she explained, “electronic reading can never replace the functionality and ‘feel’ of reading off paper.”

Microsoft gets bookish

In our recent Reading Ahead research, we heard a lot from people about the physicality of books: how significant their tactile qualities and the kinesthetic experiences they afford are to the reading experience. So it’s interesting to see Microsoft going in a book-like direction with their Courier tablet device, here at Gizmodo.

While not explicitly geared towards reading, the Courier experience shown in the video below leverages some of the kinesthetics of book use, such as page turning (at least a digital approximation) and annotation.

What seems particularly promising here is development towards a synthesis of digital and analog gestural languages.

Related:
One Hour Design Challenge – Enter our Reading Ahead-based design competition in partnership with Core77 (the submission period ends Oct. 14)

The Trapper-Kindle – a response to the One Hour Design Challenge

ChittahChattah Quickies

  • One Hour Design Challenge: The Trapper Kindle – Core77 – A much better post on what makes the Trapper-Kindle such a great response to the Reading Ahead research. Nice concepting and nice storytelling, all!
  • An error from a previous edition has been corrected – A rather aspirational piece on the power of digital books to support corrections after publication. Although we've got this with news already and the argument presented about the amount of fact-checking doesn't seem to be relevant – even if you have the ability to post new corrections technically doesn't mean you have the human resource to find those corrections.
  • Core-Toons: The Trapper-Kindle – While intended as humor, this is also the sort of design concepts we love, as they take an observation, or an insight about people and visualize a solution. We asked Core77's community to make the book more sensual, and here's a great example! Looking forward to more great design ideas for Reading Ahead!

If the eyes are the windows to the soul, what are the lips?

Although it took her 30 years to act on her idea, nurse Jeanne Hahne is developing ClearVision, which despite the cliched name, is an accurate label for a medical face mask with a window so patients can see the mouth (and thus the smile) of their cheerful healthcare professional. Although intended to “ease patient anxiety”, early anecdotes point to the unexpected benefit of improved communication between colleagues.
(originally posted on Core77)

Features vs. Innovation

Although the principal conceit of Apple’s latest Mac vs. PC ad is, as always, “PCs suck,” the ad does a nice job pointing to the difference between innovative thinking and the mere creation of features.

cup-holder-suit

While the cupholder suit that appears at the ad’s end is presented as a joke, many companies do have an unfortunate habit of burdening their products with clunky, grafted-on features as they try to push their ideas into new territory.

Compare the cupholder suit to Apple’s breakaway MagSafe cord, which the ad references. While there’s some debate over how well the Magsafe cord actually does what it’s supposed to, it at least intends to address a real issue that computer manufacturers had previously ignored (people’s cords get tripped on, yanked out).

Discovering that aspect of the user experience – however Apple may have done this – and recognizing it as one worthy of design intervention is the real innovation here.

ChittahChattah Quickies

  • Sleep Dealer – Alex Rivera's 2008 film turns his Why Cybraceros? political-commentary 5-minute short into a feature film about an immigrant labor solution where impoverished Mexican workers use implants to remotely control robots in other countries, performing crappy dangerous jobs no one one in those countries wants to do. But they stay in Mexico to be exploited, rather than coming over the border.

    It's a powerful idea and the movie's history from agit-prop to entertainment meshes nicely with some of the points I made about science fiction recently in interactions magazine, in We Are Living in a Sci-Fi World.

  • Cybracero Systems – The ultimate in remote control. Workers doing whatever you need, from our state of the art facility in Tijuana, Mexico.
  • Why Cybraceros? (1997 video) – Link to the 1997 video
  • Why Cybraceros? – As agriculture has become a larger and larger industry in America, it has become harder and harder to find American workers willing to do the most basic farm tasks. Picking, pruning, cutting, and handling farm produce are all simple, but delicate tasks. Work that requires such attention to detail remains a challenge for farm technologists, and as of yet, cannot be automated. As the American work force grows increasingly sophisticated, it is even harder to find the hand labor to do these grueling tasks.

    Under the Cybracero program American farm labor will be accomplished on American soil, but no Mexican workers will need to leave Mexico. Only the labor of Mexicans will cross the border, Mexican workers will no longer have to.

    Using high speed internet connections, directly to Mexico, American farms and Mexican laborers will be directly connected. These workers will then be able to remotely control robotic farm workers, known as Cybraceros, from their village in Mexico.

  • Organizational Culture 101: A Practical How-To For Interaction Designers – Great piece by Sam Ladner. Success requires so much more than "doing the work" and this is a great look at some of the softer-yet-killer aspects of "consulting."

You drive us wild, we’ll drive you crazy

As a followup to yesterday’s KISS post a reader emailed me to suggest some makeup brands that KISS shouldn’t endorse. Of course, the band did do their own makeup product, back in 1978.

It’s not until you look back to their heyday that you really realize how far the brand has collapsed. While it’s still a goofy commercialization of a rock band, the KISS Your Face Makeup Kit enables us to imitate the band’s look, while the ad also shows kids miming to KISS songs with tennis rackets. The ad and the product tell a story that is authentic to how people were experiencing the brand. Skip to 2009 and you have to ask just what relevance (or resonance) does KISS as M&Ms have?

sp78
Steve Portigal (center) and friends miming to KISS songs with badminton rackets, Burlington, ON, 1978 (without the use of KISS Your Face Makeup Kit)

You show us everything you got

kiss

When you’ve already really, really, really sold out a long, long, long time ago (see previous posts about KISS Kondoms and Kasket and KISS Coffeehouse for just a few examples), where do you go next? Perhaps KISS is such a wholly inauthentic brand (note brand not band – this has long ceased to be about the music) that they are therefore actually authentic in their own Seussian-logic-justified way. They were always cartoons, now they are candy-coated cartoons.

Thought exercise: Is there a product or brand that KISS shouldn’t endorse/brand/co-brand? Or wouldn’t?

ChittahChattah Quickies

  • PC Makers Abandoning a Sales Pitch Built on Complex Specs – Ludicrous article claiming that all of a sudden, computers will be sold based on what they can accomplish, with a focus on aesthetics and design, and with models aimed at specific customer segments. How is any of this at all new? Much of this has been going on – to varying degrees of success – for well over a decade. And there's no indication that these "new" efforts will be any more well executed than they have in the past.

ChittahChattah Quickies

  • Japanese cultural norms – asking about weight – Insightful little culture-clash story; an American working in Japan isn't sure how to deal with blunt (especially from the Japanese!) questions about his increasing weight
  • Clive Thomson on Bruce Bueno de Mesquita, renowned for his use of mathematical game theory models for prediction – Those who have watched Bueno de Mesquita in action call him an extremely astute observer of people. He needs to be: when conducting his fact-gathering interviews, he must detect when the experts know what they’re talking about and when they don’t. “His ability to pick up on body language, to pick up on vocal intonation, to remember what people said and challenge them in nonthreatening ways — he’s a master at it,” says Rose McDermott, a political-science professor at Brown who has watched Bueno de Mesquita conduct interviews. She says she thinks his emotional intelligence, along with his ability to listen, is his true gift, not his mathematical smarts. “The thing is, he doesn’t think that’s his gift,” McDermott says. “He thinks it’s the model. I think the model is, I’m sure, brilliant. But lots of other people are good at math. His gift is in interviewing. I’ve said that flat out to him, and he’s said, ‘Well, anyone can do interviews.’ But they can’t.”
  • New York Times Magazine on the Beatles’ Rock Band videogame – This is a fantastic article that spans many big issues: gaming, music, performance, art, history, culture, product development, authenticity, creativity, entertainment, technology. It's a must-read.
  • Brian Dettmer turns books into sculptural pieces – Contemporary visual artists see opportunity in what many bemoan as the twilight of the age of the book. John Latham (1921-2006), Hubertus Gojowczyk, Doug Beube and others have treated books as sculptural stuff. But no one whose work I have seen tops that of Atlanta artist Brian Dettmer at Toomey Tourell.

ChittahChattah Quickies

  • Slot Music – it’s more than just a new format – Here's SanDisk's ecosystem approach (for digital music, not digital books, but still, it's illustrative). Leveraging their technology, they've begun putting digital music on solid state media (i.e., SD cards and what-have-you) that will go into multiple devices. They are piggybacking on the ecosystem of slots that already exists. I think it fully matures as an ecosystem when other other plays start making products, services, and accessories to support this standard.
  • New Yorker cartoon – “This one, when you open it, smells like the Times.” – Cartoon by Leo Cullum showing a sensory-enriched Kindle. Thanks to Tom Williams for the pointer!
  • Book Display Norms – Jan Chipchase – To what extent does the form, peruseability of books facilitate the behaviours around where they are sold?
  • San Franciscan Reads Finnegan’s Wake Aloud, In Public – In the aftermath of the Finnegan's Wake Book Club dissolution.

Reading Ahead: Core77 1-Hour Design Challenge

Reading ahead logo with space above

In our engagements with clients, we don’t stop with research reports. To help make our work actionable, we typically facilitate a workshop where we help our client teams flesh out opportunity areas into a broad set of product, service, and other concepts. Then they prioritize those based upon some relevant criteria, and move forward into further research, design, and development into something launchable. There’s no Reading Ahead client, but we’re moving forward with a element of this process through our collaboration with Core77 to stage a 1 Hour Design Challenge on The Future of Digital Reading

1hdc

We are asking designers to create a rich future digital reading experience, but making sure that the designs link back to our research findings. Here’s the pitch:

Of course, we encourage you to check out the full presentation of findings, but we’ve also boiled it down these highlights:

Portigal Consulting and Core77 will each be donating $300, in the name of the prize winner, to 826 Valencia (a nonprofit that helps kids with expository and creative writing, and San Francisco’s only independent pirate supply store). 826 Valencia will put together a celebratory gift bag (i.e., pirate booty!) to honor the winner. Results will be posted here and at Core77.

For more information about how and what to enter, check out One Hour+ Design Challenge: The Future of Digital Reading at Core77.

Also, we’ll be presenting will be presenting Reading Ahead: Considering The Book’s Future in the iPod Era at the UC Berkeley Center for New Media Design Futures series on September 30.

5 Keys to Successful Design Research

hack2work
Our friends at Core77 have launched Hack2Work: Essential Tips for the Design Professional.

The feature includes a generous serving of amazing content including pieces by Tim Brown, Alissa Walker, Michael Bierut, and Liz Danzico. My contribution is 5 Keys to Successful Design Research

1. Embrace your participants’ world view
Great research will help you understand how the people you are designing for organize and describe the world. Their words reveal their frame of mind. That means you must discover your own jargon, and let it go. Just because you are designing a netbook doesn’t mean that your research participants will view it as anything other than a “tiny laptop.”
[more]

Check it out!

Previously: Hack2School: Practice noticing stuff and telling stories

ChittahChattah Quickies

  • Bruce Sterling on the normalcy of the future – [See also our recent interactions piece: We Are Living In A Sci-Fi World]
    They’re phantom far-out notions gobbled up by the real world. They packed in there so deep that nobody notices them. So, yes, I can write about it. It’s just: it doesn’t look futuristic. It looks way too real.

    Why isn’t it grand? Why isn’t it as fantastically grand as the spectrum of all possibility? Well, why isn’t today grand? Why didn’t we wake up this morning in direct confrontation with the entirety of past and future? The present day is the only day we’re ever given.
    (via BoingBoing)

  • An interactive map of more than 52,000 prose-literacy profiles across Canada – The Organisation for Economic Co-operation and Development (OECD) defines the following five levels of literacy:

    * Level 1—Very poor literacy skills. An individual at this level may, for example, be unable to determine from a package label the correct amount of medicine to give a child.
    * Level 2—A capacity to deal only with simple, clear material involving uncomplicated tasks. People at this level may develop everyday coping skills, but their poor literacy makes it hard to conquer challenges such as learning new job skills.
    * Level 3—Adequate to cope with the demands of everyday life and work in an advanced society. It roughly denotes the skill level required for successful high-school completion and college entry.
    * Levels 4 and 5—Strong skills. An individual at these levels can process information of a complex and demanding nature.

ChittahChattah Quickies

  • Canadian authors to pen easy-to-read books – Several Canadian authors are joining forces with a literacy group to launch a set of easy-to-read fiction books for adults with poor reading skills.

    The project in Britain engaged the services of bestselling authors such as Maeve Binchy and Ruth Rendell to write simpler stories. As a result, adults with minimal literacy abilities said they wanted to read more after picking up the books.

    Eaton says the Quick Read Canada books will be available next fall in libraries and literacy centres for free or, in retail stores for about $10.

ChittahChattah Quickies

  • Seen Reading – a "literary voyeruism blog" set mostly (I believe) in Toronto – What is Seen Reading?

    1. I see you reading.
    2. I remember what page you’re on in the book.
    3. I head to the bookstore, and make a note of the text.
    4. I let my imagination rip.
    5. Readers become celebrities.
    6. People get giddy and buy more books.

    Why do you do this?
    Readers are cool. Authors work hard. Publishers take chances. And you all deserve to be seen!

    (Thanks Suzanne Long!)

  • Choose What You Read NY – Choose What You Read NY is a non profit organization that offers free books to New Yorkers, encouraging its residents to read more, giving them an alternative to the free papers that get tossed out and even the digi-trash that crowds our time. In doing so, we help to recycle used books that would have unfortunately been thrown away.

    You will find us near major subway stations on the first Tuesday of each month.The idea is that once someone is finished with a book, they either drop it off in one of our conveniently located drop boxes or back to us at a station. Unlike a library, there will be no due dates, penalties, fees or registrations. We only ask that you return it once you are done so that the same book can be enjoyed by another commuter.

  • What was the last book, magazine and newspaper you read on the subway? – 6000 people respond and the New York Times posts the results
  • How and what people read on the New York City subways – Plenty of detailed examples of people, their books, and their travels: "Reading on the subway is a New York ritual, for the masters of the intricately folded newspaper, as well as for teenage girls thumbing through magazines, aspiring actors memorizing lines, office workers devouring self-help inspiration, immigrants newly minted — or not — taking comfort in paragraphs in a familiar tongue. These days, among the tattered covers may be the occasional Kindle, but since most trains are still devoid of Internet access and cellphone reception, the subway ride remains a rare low-tech interlude in a city of inveterate multitasking workaholics. And so, we read.

    There are those whose commutes are carefully timed to the length of a Talk of the Town section of The New Yorker, those who methodically page their way through the classics, and those who always carry a second trash novel in case they unexpectedly make it to the end of the first on a glacial F train."

    (thanks Avi and Anne)

  • Lego grabs ahold of customers with both hands – From 2006, great Wired piece about Lego's approach to involving ardent fans/customers in developing future products.
  • Noting:books – the simple yet dynamic way to track your reading, from the dates you start and finish a book, to your thoughts along the way.
  • CourseSmart brings textbooks to the iPhone in PDF; major readability challenges ensue – “It’s not the first place to go to read your textbook,” Mr. Lyman said of the iPhone app. But he said that it could be helpful if “you’re standing outside of the classroom, the quiz is in 10 minutes, and you want to go back to that end-of-chapter summary that helped you understand the material.”
  • Nice profile of Lego’s business culture and the tension between growth and losing track of their legacy – But the story of Lego’s renaissance — and its current expansion into new segments like virtual reality and video games — isn’t just a toy story. It’s also a reminder of how even the best brands can lose their luster but bounce back with a change in strategy and occasionally painful adaptation.

ChittahChattah Quickies

  • Industry-Backed Label Calls Sugary Cereal a ‘Smart Choice’ – The program was influenced by research into consumer behavior. That research showed that, while shoppers wanted more information, they did not want to hear negative messages or feel their choices were being dictated to them.

    “The checkmark means the food item is a ‘better for you’ product, as opposed to having an x on it saying ‘Don’t eat this,’ ” Dr. Kennedy said. “Consumers are smart enough to deduce that if it doesn’t have the checkmark, by implication it’s not a ‘better for you’ product. They want to have a choice. They don’t want to be told ‘You must do this.’ ”

ChittahChattah Quickies

  • New England prep school Cushing Academy gets rid of printed books – With more than 20,000 books, officials decided the school no longer needs a traditional library. They have decided to discard all their books and have given away half of what stocked their sprawling stacks.

    “When I look at books, I see an outdated technology, like scrolls before books,’’ said James Tracy, headmaster “This isn’t ‘Fahrenheit 451’. We’re not discouraging students from reading. We see this as a natural way to shape emerging trends and optimize technology.’’

    They have spent $10K to buy 18 Sony and Amazon electronic readers which they’re stocking with digital material for students looking to spend more time with literature. Those who don’t have access to the electronic readers will do their research and peruse assigned texts on their computers.

  • Neil Gaiman’s Bookshelves – Photographs of author Gaiman's extensive collection of books (via BoingBoing)

Get our latest article, We Are Living in a Sci-Fi World

robot
My latest interactions column, We Are Living in a Sci-Fi World has just been published.

Science fiction (also known as SF, which for many purists refers instead to speculative fiction) has taken on both of those pillars. But to the uninitiated, it’s presumed to consist only of the “stuff” -robots, aliens, gizmos, spaceships, and lasers that go pyew! pyew! (the noise that every boy can make from birth). To those of us who navigate interactions with people, a consideration of the future stuff is interesting, but exploring the future selves can be transformative

Get a PDF of the article here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

Other articles

ChittahChattah Quickies

  • Radiohead’s Jonny Greenwood says MP3s sound good enough – [In ReadingAheda we explored the "Gold Standard" of previous generations of technology]
    SASHA FRERE-JONES: Is the MP3 a satisfactory medium for your music?

    JONNY GREENWOOD: They sound fine to me. They can even put a helpful crunchiness onto some recordings. We listened to a lot of nineties hip-hop during our last album, all as MP3s, all via AirTunes. They sounded great, even with all that technology in the way. MP3s might not compare that well to a CD recording of, say, string quartets, but then, that’s not really their point.

    SFJ: Do you ever hear from your fans about audio fidelity?

    JG: We had a few complaints that the MP3s of our last record wasn’t encoded at a high enough rate. Some even suggested we should have used FLACs, but if you even know what one of those is, and have strong opinions on them, you’re already lost to the world of high fidelity and have probably spent far too much money on your speaker-stands.
    (via kottke)

  • Yoostar lets anyone act opposite Hepburn, Brando – It's a consumer-level greenscreen system, so you can record video of yourself composited into classic movie footage. While it's amazing that this is being productized at a consumer level, the reviews make it clear that it's riddled with difficulties and limitations.
  • Microsoft tries Tupperware-party-esque promotion for Windows 7 – If you can find 9 friends and provide a decent pitch, you could be chosen to host a Windows 7 House Party and win a free signature copy of Windows 7. There are four pre-defined categories for the party: PhotoPalooza, Media Mania, Setting up with Ease, and Family Friendly Fun.

ChittahChattah Quickies

  • Sterling Brands supports RoomtoRead – In 2008, after the successfully funding the construction of two, brandnew school libraries in Nepal and Cambodia, Sterling Brands made the decision to ally itself once more with RoomtoRead and give the gift of reading to a school of nearly 600 students in rural South Africa.

    We are happy to announce that this summer, we received a completion report on our latest project with RoomtoRead, which provided for a refurbished library, a full-stock of both English and native-language books, and training for the library staff at the Kennen Primary School. The school is in the tiny rural village of Violatbank G, in the province of Mpumalanga in eastern South Africa, which borders on Swaziland and Mozambique.

ChittahChattah Quickies

  • David Byrne’s Kindle experience – One of Amazon’s selling points is instant gratification. You want a book and you can have it in about a minute.
    Here’s where the rub is. This machine only reads Kindle files and PDFs. And nothing else out there reads Kindle files. It can read other types of files — Word DOCs, MOBI, TXT etc. — but you have to go through Amazon via email, where they’re converted for a small charge, then sent directly to your Kindle. And, you can’t share a book with your friends, even if they too have a Kindle.
    The slightly strange electronic ink system in the Kindle (and in the Sony Reader) has no backlight — so, like a book, you can’t read it in bed at night without a nightlight.
    Do I miss the “physical experience”? I will certainly miss being able to read books from my personal library, but if the title I want to read is all text it doesn’t make much difference to me. The smell will be a bit of nostalgia, as will fading and water damage.

Reading Ahead: Research Findings

Reading ahead logo with space above

(Updated to include slideshow with synchronized audio track)

We’re very excited today to be posting our findings from the Reading Ahead research project.

Lots more in the deck below, but here’s the executive summary

  • Books are more than just pages with words and pictures; they are imbued with personal history, future aspirations, and signifiers of identity
  • The unabridged reading experience includes crucial events that take place before and after the elemental moments of eyes-looking-at-words
  • Digital reading privileges access to content while neglecting other essential aspects of this complete reading experience
  • There are opportunities to enhance digital reading by replicating, referencing, and replacing social (and other) aspects of traditional book reading

We sat down yesterday in the office and recorded ourselves delivering these findings, very much the way we would deliver them to one of our clients.

Usually, we deliver findings like these to a client team in a half day session, and there’s lots of dialogue, but we tried to keep it brief here to help you get through it. (The presentation lasts an hour and twenty minutes.)

It’s been a great project, and we’ve really appreciated hearing from people along the way. We welcome further comments and questions, and look forward to continuing the dialogue around this work.


Audio

ChittahChattah Quickies

  • Words Move Me – Sony adds social networking around reading (but doesn’t seem you can *buy*) – "Words move me" was created by Sony to celebrate the words that move us and to share our reading experiences with others. Connecting with readers around literary moments enables us to express our individuality, share our own stories, and find commonalities with others.
    (Thanks @gpetroff)
  • Sony’s Daily Reader – Kindle Competition: Touchscreen Plus AT&T, for $399 – Includes software to link with local libraries and check out a library-based electronic book. Also has portrait reading mode (showing two pages), touchscreen, and broadband wireless access to add books without a PC.
  • IKEA as destination retail, in Beijing – Although the store is designed similarly to Western IKEAs, the meaning and usage has changed. In Beijing, It's a place to rest and eat, more theme park than shopping emporium.
  • The lost art of reading: David Ulin on the challenge of focus in an era of distraction – Who do we want to be, she asks, and how do we go about that process of becoming in a world of endless options, distractions, possibilities? These are elementary questions, and for me, they cycle back to reading, to the focus it requires. When I was a kid, maybe 12 or 13, my grandmother used to get mad at me for attending family functions with a book. Back then, if I'd had the language for it, I might have argued that the world within the pages was more compelling than the world without; I was reading both to escape and to be engaged. All these years later, I find myself in a not-dissimilar position, in which reading has become an act of meditation, with all of meditation's attendant difficulty and grace. I sit down. I try to make a place for silence. It's harder than it used to be, but still, I read. (via Putting People First)

ChittahChattah Quickies

  • The process of converting books to Kindle format introduces errors in the text – The cost of a printed book covers some degree of proofing and checking—not enough, but some. The cost of a Kindle book does not support editorial quality control, and the multi-step conversion process, handled in bulk by third parties, chops out content and creates other errors that no one fixes because no one is there to do QA.

    As the economics of publishing continues to change, perhaps one day soon, a Kindle edition will contain the same text as the printed book. Until it does, Kindle is great for light reading. But if it’s critical that every word, comma, and code sample come through intact, for now, you’re better off with print.

  • The Social History of the MP3 – For Reading Ahead, we're looking at other transitions to digital: "So omnipresent have these discussions become, in fact, that it's possible the past 10 years could become the first decade of pop music to be remembered by history for its musical technology rather than the actual music itself. This is a chastening thought, but at the same time we have to be careful not to overlook how the technologies we invent to deliver music also work to shape our perception of it. When radio came along, its broadcasts created communities of music-listening strangers, physically distant from each other but connected through the knowledge that they were listening to the same song at the same time. Where radio brought listeners together as a listening public, the LP started splitting them apart. The LP and 45 rpm formats took the phonograph, which had been in existence for over half a century, to the masses, right as the American middle-class was going suburban and privatizing their lives."
  • Medical Students Experience Life as Nursing Home Patients – Students are given a “diagnosis” of an ailment and expected to live as someone with the condition does. They keep a daily journal chronicling their experiences and, in most cases, debunking their preconceived notions.

    To Dr. Gugliucci’s surprise, she found nursing homes in the region that were willing to participate and students who were willing to volunteer. No money is exchanged between the school and nursing homes, and the homes agree to treat students like regular patients.

    “My motivation is really to have somebody from the inside tell us what it’s like to be a resident,” said Rita Morgan, administrator of the Sarah Neuman Center for Healthcare and Rehabilitation here, one of the four campuses of Jewish Home Lifecare.

Reading Ahead: Building models

Reading ahead logo with space above

We’ve been hard at work synthesizing the Reading Ahead data. There’s a great deal of writing involved in communicating the results, and sometimes it makes sense to develop a visual model that represents a key idea.

Here are several partial models evolving through paper and whiteboard sketches, and finally into digital form.

We’ll be finishing synthesis soon, and publishing our findings on Slideshare, with an audio commentary.

Stay tuned…

Portigal-Consulting_synth5

Portigal-Consulting_synth4

models

ChittahChattah Quickies

  • Mandles – Candles for Men (tagline: Candles on Testosterone) – Here at the Mandle Company you will find some of the most unique man candles in the world. No matter how strange it may be, every man has a favorite smell. including
    Amsterdam, Auto Shop, Sex on the Beach, Stogie, Bass Killer, Camp Breakfast, Campfire Smoke, Clay Dough, Cruise Ship Deck, Dirt, Fresh Tin, Grass, Jim, Jack & Johnny, Kegger, Meat & Potatoes, Morning Brew, Peanut Butter, Rawhide, Skunk, Swimsuit Model, The Slab, Space Cake, Vampire Repellant, Wild West, Wood Shop

ChittahChattah Quickies

  • Morphed photos help dieters visualize a thinner self – ThinnerView is a service that shows dieters how they'll look if they achieve their goals for losing weight. Customers begin by uploading a photo of themselves at their current weight. From there, ThinnerView hand-alters the image based on the customer's requirements, bone structure and body shape to render the most realistic results possible—it does not use simple, generic slimming software. Within two to three working days, the customer can download their "after" image, share it with others or post it on their Facebook page. $14.99 for the first image

If you choose not to decide you still have made a choice

Heaven’s Dog is a new restaurant in San Francisco. Their menu features a Freedom From Choice cocktail:
freedom

An interesting comment on modern life: that choice (of a “reward”) is something we might consider outsourcing, even to an expert. Often freedom from choice would be a negative attribute, where options may be limited, or power/control may be removed. Here the choices are nearly infinite, but the responsibility lies elsewhere. You provide a small input, and you have the opportunity to be surprised!

For more on choice and the paradox of choice, see Every trend has a counter-trend

ChittahChattah Quickies

  • Summer Reading Programs Gain Momentum for Students About to Enter College – Nationwide, hundreds of colleges and universities, large and small, public and private, assign first-year students a book to read over the summer, hoping to create a sense of community and engage students intellectually.

    While there are no reliable statistics on summer reading programs, a recent survey of more than 100 programs by a student researcher at Gustavus Adolphus College in St. Peter, Minn., found that most had started in the last four years, although a few go back decades.

    The range of books colleges use is enormous, covering fiction and nonfiction. Classics are largely absent, with most of the works chosen falling closer to Oprah than academic.

    Still, a certain canon of summer reading is emerging: books that are readable, short, engaging, cheap. Often, it helps if the book is a best seller dealing with some aspect of diversity, some multicultural encounter — and if the author will come to speak on campus.

  • Canada Reads — CBC Radio – Canada Reads celebrates five Canadian books for three months online, on the air and at public events. It all leads up to a week-long show hosted by Jian Ghomeshi. In this annual title fight, five celebrity panelists defend their favourite work of Canadian fiction. One by one, books are voted off the list, until one panelist triumphs with the book for Canada to read this year.
  • Beyond the Book – Beyond the Book: Mass Reading Events and Contemporary Cultures of Reading in the UK, USA and Canada is a 3-year interdisciplinary research project.

    Our main objectives are to determine why and how people come together to share reading through a comparative study of selected mass reading events.

    The mass reading event is a new, proliferating literary phenomenon. Events typically focus on a work of literary fiction and employ the mass media as a means of promoting participation in the themed activities and discussions that take place around the selected book. Beyond the Book uses research methodologies drawn from both the humanities and social sciences to investigate whether mass reading events attract new readers and marginalized communities. We also wish to determine whether this contemporary version of shared reading fosters new reading practices and even whether it is capable of initiating social change.

  • "ONE BOOK" READING PROMOTION PROJECTS (Center for the Book: Library of Congress) – "One Book" projects (community-wide reading programs), initiated by the Washington Center for the Book in 1998, are being introduced across the U.S.A. and around the world. Here's lengthy list of authors, communities, and dates.
  • The Big Read – The Big Read is an initiative of the National Endowment for the Arts designed to restore reading to the center of American culture. The NEA presents The Big Read in partnership with the Institute of Museum and Library Services and in cooperation with Arts Midwest. The Big Read brings together partners across the country to encourage reading for pleasure and enlightenment.

    The Big Read gives communities the opportunity to come together to read, discuss, and celebrate one of 30 selections from American and world literature. This initiative supports innovative reading programs in selected communities, providing engaging educational resources for discussing outstanding literature and conducting expansive outreach and publicity campaigns, and a Web site offering comprehensive information about the authors and their works.

  • Literary Reading in Dramatic Decline, According to National Endowment for the Arts Survey – (July 8, 2004) Literary reading is in dramatic decline with fewer than half of American adults now reading literature, according to a National Endowment for the Arts survey released today. Reading at Risk: A Survey of Literary Reading in America reports drops in all groups studied, with the steepest rate of decline – 28 percent – occurring in the youngest age groups. The study also documents an overall decline of 10 percentage points in literary readers from 1982 to 2002, representing a loss of 20 million potential readers. The rate of decline is increasing and, according to the survey, has nearly tripled in the last decade.
  • 15 Books That Have Stuck With You (yet another of those Facebook etc. "memes" that are more like chain letters than memes) – Pick 15 books that will always stick with you. Don't take more than 15 minutes. Tag 15 friends including me because I'm interested in seeing what books my friends choose.
  • My pictures from Belgium 2009 (345 of 'em!) – Here's the whole set on Flickr. I'll continue to blog highlights from the trip.
  • Google book project far from settled – As the deadline draws near for authors and publishers to opt out of a proposed legal settlement allowing Google Inc. to forge ahead with plans to scan millions of books, more opponents of the landmark deal are stepping forward, and the local literary world is growing more perplexed.

    "Smart people, major players that are sophisticated in the ways of publishing, are still at loggerheads," said Ted Weinstein, a San Francisco literary agent. He said they're not just arguing whether the deal is good or bad, "but still expressing disagreement about what exactly it will do. That's a problem."

Innovative Outcomes Take Years To Launch

In 2000, prior to Portigal Consulting, we conducted an ethnographic study with Sony to “provide awareness of unarticulated consumer perceptions about digital imaging on which to base future product development decisions…generating a range of new product and service concepts.”

Over the years we’ve seen Sony launch products that are similar to ones we proposed (see example here). We identify opportunities for our clients; the path they take to develop (or not) can be complex and fraught, and many opportunities are not addressed in the marketplace (although we find our clients value how our work helps them make that decision).

Here’s the latest:
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Sony today introduced the Party-shot personal photographer -an innovative camera dock that pans 360 degrees and tilts 24 degrees, automatically detects faces, adjusts composition and takes photos for you.

This device makes it easy to capture more natural expressions and fun, candid moments of you, your family and friends without having to hire a photographer.

“With the Party-shot personal photographer, you no longer have to worry about taking photos when you are with your family or friends,” said Shigehiko Nakayama, digital imaging accessories product manager at Sony Electronics. “Party-shot captures candid moments that tell natural life stories and also offers a new style of photography that enriches time with your family and friends.

From our 2000 presentation to Sony

Market Opportunity : Freedom to Participate
Today
Defined set of occasions where

  • camera visibility/ interference is possible and accepted
  • cameraman takes on an assumed role

Opportunity to Increase Usage

  • Design cameras that are less bulky, obtrusive, “precious”
  • Enable experiences to be preserved without requiring someone to operate a camera

Our concept (to illustrate the opportunity) emphasized video over still
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Product Feature: Full Remote Control

  • Gives capturer full control over video camera while away from device
  • Includes viewfinder, volume, zoom/pan/tilt, battery/tape indicator
  • Capturer is not “tethered” to camera and can participate

Sony isn’t the only one to launch products that we identified. As we identified needs and proposed solutions, it’s inevitable that as time goes by, competitors will identify those needs and develop products. For example, three years ago I blogged about Granny’s Inbox where HP launched something similar to one of our Sony concepts.

Elsewhere, we see other products that have been developed by competitors since our work for Sony in 2000:

Digital Blue’s Tony Hawk Helmetcam
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and our X-treme Cam concept
X-tremeCam

  • Rugged, mountable video camera that captures short clips from the user’s point of view
  • Sharable, relivable document of exciting experiences
  • Appeals to teens and/or sports participants
  • Must be made inexpensive enough to justify its very specific (and thus limited) functionality

Hasbro’s VuGo Multimedia System
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and our MPEG-Man concept
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  • Plays short clips of digital video
  • Like a photo album, device can be passed around for sharing in a larger group
  • Connect to TV, PC, or projector
  • Better group interactions for sharing video
  • Position as everyday, casual, social device rather than hi-tech or novelty

Casio EXILIM (and other models of still and video cameras from other manufacturers) feature Pre-Record Mode where

photos are not only taken at the moment the shutter release is pressed – they’re also taken before that! With continuous recording of up to 30 photos per second, a maximum of 25 photos can be saved in the camera’s buffer memory – even before the shutter release is pressed. The 25th image then corresponds to the photo that was taken when the shutter release button was pressed. This means that, in addition to the photo that you took at the moment the shutter release button was pressed, you can choose from a further 24 images that occurred just before that moment.

and our Capture Buffer concept (video but could be used for still as well)
capture

  • Video camera is always capturing and discarding footage
  • When user initiates recording, option of saving the contents of the buffer
  • People will no longer miss the beginning of what they want to film
  • Slightly more skill required by users – where was the camera pointing before the button is pressed?

Buffalo TeraStation Home Server
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and our Digital Memory Vault concept
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  • Permanent digital storage for stills and video
  • Indexing, organizing, online publishing
  • Random access retrieval
  • Simplifies organization and retrieval of images (and video)
  • Leverages familiar (to PC users) activity of searching (i.e., web search)
  • Appeals to customers who are already invested in digital imaging, or in legacy imaging (i.e., family albums)
  • Challenge to deliver expected bullet-proof reliability at an acceptable price point

Samsung TL225 with front LCD to prompt subject to smile, etc.
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and our Teleprompter Cam concept (video but could be applied to still)
teleprompter

  • Image on screen prompts subject to pose for video
  • Helps people feel comfortable in front of a video camera
  • Positioning challenge: though most images are posed and theatrical, our culture privileges the capture of candid and “natural”

ChittahChattah Quickies

  • Reading in public, worldwide – A set of photos, on Flickr
  • The Reading In Public chair – A specially-designed chair for the public performance. If the chair is available, will it influence behavior?
  • Reading In Public – Reading In Public (RIP!) was formed to celebrate the written word by way of community performance in public spaces. The project began as a response to the shifting landscape in publishing, and the realization that more and more of us are writing in public, as bloggers and tweeters, for instance. Similarly, we sought to broadcast words in public, through the simple act of contemplative reading on a noisy street corner, or as performance, with readers directly engaging onlookers.
    On Saturday, August 1st, beginning at 10am, we wheeled the Reading Chair to various downtown locations in San Luis Obispo, California, where assigned readers took turns sitting and reading. Our readers were people of all ages and walks of life who shared a passion not only for words, but for story telling. They chose their own reading materials and crafted their own performances.

Reading Ahead: Managing recruiting

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There’s always something new in every project. Often we encounter a bit of process that we may not know how to best manage it. So we’ll make our best plan and see what happens. We learn as we go and ultimately have a better way for dealing with it next time.

In a regular client project, we write a screener and work with a recruiting company who finds potential research participants, screens them, and schedules them. Every day they email us an updated spreadsheet (or as they call it “grid”) with responses to screener questions, scheduled times, locations, and contact info. It still ends up requiring a significant amount of project management effort on our end, because questions will arise, schedules will shift, people will cancel, client travel must be arranged, etc. etc.

For Reading Ahead, we did all of the recruiting ourselves. Although we’ve done this before, this may be the first time since the rise of social media: we put the word out on LinkedIn, Twitter, Facebook, email to friends, and here on All This ChittahChattah.

While Dan lead the effort, we both used our own networks, and so we got responses in a number of channels, sent to either or both of us, including:

  • @ replies on Twitter
  • direct messages on Twitter
  • Comments on Facebook posts
  • Messages on Facebook
  • Emails (directly to either of us, or forwarded from friends, and friends-of-friends

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A private dialog on Facebook

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Comments on a Facebook status update. Note that Dan is able to jump in and make contact directly

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Direct Messages in Twitter

Some people were potential participants, some were referrers to other potential participants, and some were both. And given the range of platforms we were using, with their associated restrictions (and unclear social protocols), we had to scramble to figure out who could and should communicate with who to follow up and get to the point where we could see if the people in question were right for the study. We didn’t expect this to happen, and eventually Dan’s inbox and/or his Word document were no longer efficient, and as some participants were scheduled or in negotiation to be scheduled, he ended up with this schedule cum worksheet:

schedule

Being split across the two of us and these different media, eventually we were interacting with people for whom we had to check our notes to trace back how we had connected to them, which was great for our sample, since it meant we weren’t seeing a group of people we already knew.

It was further complicated when we had finished our fieldwork and wanted to go back to everyone who offered help close the loop with them, thanking them for help. Technically, and protocol-wise, it took some work (who are the people we need to follow up with? Who follows up with them? What media do they use), basically going through each instance one-by one.

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We haven’t figured out what we’ll do next time; we won’t forget the challenges we’ve had but there’s just not time or need right now to plan for the future. If I had to guess, I’d imagine a Google Spreadsheet that includes where we got people from, who owns the contact, whether they are participant-candidate or referrer, etc.). Despite being very pessimistic about the demands of recruiting, we still underestimated the time and complexity required for this project.

Reading Ahead: Looking for the story

Reading ahead logo with space above

I started today by typing up all of the Post-it notes you saw in our recent blog post on Synthesis.

This activity created a 6-page Word document of bullet points.

The next part of the process is something I always find challenging: taking an incredibly detailed list of observations, particpant statements, hypotheses, and ideas; figuring out what the Big Ideas are (there’s a point in the process where many of them seem Big!), and putting those into a form that tells a cogent story.

First step: make a cup of tea.

Ok, then my next steps were:

  • Categorize all those bullet points
  • Synthesize those categories a bit further
  • Write down in as short a paragraph as possible what I would tell someone who asked me, “what did you find out?”

Then I went into PowerPoint, which is what we use when we present findings to our clients. I’ll continue bouncing back and forth between Word and PowerPoint; each piece of software supports a different way of thinking and writing.

I dropped my synthesized categories into a presentation file, sifted all of the bullet points from my Word doc into the new categories, and then started carving and shaping it all so that it started to follow the paragraph I had written. (I’m mixing cooking and sculpting metaphors here.)

I printed out the presentation draft, and laid it out so I could see the whole thing at once.

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Steve came back from a meeting and I asked him to read over what I’d printed out. He started writing notes on my printouts, pulling out what he saw as the biggest of the Big Ideas.

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We talked about what he’d written, which led to an energetic discussion in which we really started to breathe life into this. Tomorrow, I’ll start the day by iterating the presentation draft based on our conversation.

ChittahChattah Quickies

  • The Product Is You, No. 12 – Rob Walker does a series of advertisements that reveal a customer segmentation and the associated characteristics. Similar vein to my postings about personas leaking outside the enterprise
  • Please vote for our SXSW panel "Culture Kicks Our Ass: How To Kick Back" – The conference lineup is chosen partially based on input (i.e., voting) from the community. Even if you don't attend, you still have a voice about what the discourse should be in our various fields, so please vote for this panel from Steve Portigal and D. P. Haine, of Obvious Design.

    We’ll explore the different cultural challenges that breakthrough products must overcome: emergent usage behaviors that are impossible to predict, a global customer base and cultural barriers inside the corporation that suffocate innovation. We’ll also share best practices for addressing each challenge.

  • Please vote for our SXSW panel "FAIL: When User Research Goes Horribly, Horribly Wrong" – The conference lineup is chosen partially based on input (i.e., voting) from the community. Even if you don't attend, you still have a voice about what the discourse should be in our various fields, so please vote for this panel from
    Steve Portigal, Portigal Consulting
    Nate Bolt, Bolt|Peters
    Dan Saffer, Kicker Studio
    Aviva Rosenstein, Ask.com
    Mark Trammell, Digg

    Best practices for user research are not hard to come by, but experience is the ideal way to develop mastery. And with experience inevitably comes failure. Embarrassing, awkward, hilarious failure that gives the gift of self-improvement. We’ll share our own unvarnished examples and what they taught us.

  • Do programmers still buy printed books? | Zen and the Art of Programming – Likewise, when I’m holding a book or have it open on my desk, I’m in “book reading mode”, which makes it far easier to immerse myself in it. This means that I’m focused on the task and can proceed quickly. The only context switch that happens is between the book and the editor/shell, if it’s the kind of book that warrants typing along. If you are reading a book in a browser tab, it’s very easy to think, “I’ll just check my email for a second”, or introduce similar distractions. I’m sure I’m not alone in this respect.

    When I buy a physical copy of a book, I feel psychologically more obliged to at least try to get through it. Online I experience a paradox of choice of sort. With hundreds of interesting books available there in front of me, I’m more inclined to excessively multitask, and end up checking out different books while I should still be reading the current one.

    (Thanks @onwardparam and @chirag_mehta)

  • New study suggests people from different cultures read facial expressions differently – East Asian participants in the study focused mostly on the eyes, but those from the West scanned the whole face.
    They were more likely than Westerners to read the expression for "fear" as "surprise", and "disgust" as "anger".

    The researchers say the confusion arises because people from different cultural groups observe different parts of the face when interpreting expression.

    (via Design-Emotion.com)

ChittahChattah Quickies

Reading Ahead: Secondary Research (part 2)

Reading ahead logo with space above

Here’s some more articles, projects, websites, and other online ephemera that we’ve come across since we posted part 1.

  • A series of humorous videos from Green Apple Books comparing the Kindle to a book
  • Books and Browsers (audio link) – Dave Gray (IDEA2008)

    The book as a form factor has been around for about 2,000 years, since Julius Caesar first decided to fold up a scroll, accordion-style, and mark the pages for later reference. In 1455, Aldus Manutius was the first to publish the portable paperback, and it has remained relatively unchanged since. XPLANE Founder and Chairman Dave Gray explores several questions about the future of the book and the web browser.

  • Sony has launched the latest salvo

    a sub-$300 touch-screen “Reader Touch Edition” and the $199 “Reader Pocket Edition,” which features a 5-inch display. The company is also lowering prices of ebooks. New releases and best-sellers will all be $9.99, matching Amazon’s price point for the first time.

  • NPR Science Friday broadcast exploring Who Owns Your Digital Data?
  • NPR on Amazon removing Orwell books

    Lynn, you cover books and publishing for NPR, so do you have a Kindle or an e-book Reader?

    LYNN NEARY: Actually, I don’t, Linda. In fact, my cubical at NPR and my night table at home are loaded down with good, old-fashioned books because even though I’ve actually seen the Kindle work and I’ve talked to a lot of people who love it, I still can’t imagine reading some of my favorite novels on the Kindle. What about you?

    WERTHEIMER: I love it. It’s especially nice for traveling. I really do not leave home without it. But I did have a very peculiar experience with Kindle. I was reading a book and all of a sudden, I was back at the beginning of the book. So I thought I’d punched some button somehow. But no, what I had was a book in two pieces.

  • CHART OF THE DAY: Most People Still Have Never Seen A Kindle

    Some 40% of North Americans who responded to a Forrester Research survey in Q2 2009 had heard of, but had never seen, an e-reader. Another 17% had never heard of one. But ownership more than doubled year-over-year to 1.5%.

  • A short piece from Steve Haber, who developed the Sony Reader
  • Where there are bookshelves, there will be books!

    When Eddie Bernays, the father of modern publicity, was asked by a group of book publishers to increase book sales, he said, “Where there are bookshelves, there will be books.” And then he went on to convince architects, construction companies, and interior designers to install bookshelves in new homes. That helped to launch the modern day publishing and selling of books. (thanks to Joshua Treuhaft)

  • Cathy Marshall’s publications about reading, interaction, electronic periodicals, and ebooks
  • Smarter Books – Envisioning the uses & future of print, electronic, & new media books

    This site is dedicated to design thinking for re-envisioning books, publishing models, and the cognitive activity we call reading. The many markets and models for books and distribution are changing radically and continuously. We, authors and designers, need to share what we have learned and are doing to recreate the forms, meaning, and thinking of books of all kinds. Sponsored by Redesign Research

  • The unbook is a concept originally developed by Jay Cross. The concept evolved based on discussions between Jay and Dave Gray
  • The Diamond Age is a postcyberpunk novel by Neal Stephenson. The Primer in The Diamond Age is a complex and highly elaborate descendant of today’s hypertext.

    Unlike the very static version we are familiar with today, the Primer is fully interactive. It not only offers the reader an open-ended narrative, but it also changes to the reader’s demands, among many other features.

  • Vogon Heavy Industries is proud to make the The Hitch-Hiker’s Guide to the Galaxy available to Earth Internet users under licence from Megadodo Publications, Ursa Minor.
  • Visualization of a Choose-Your-Own-Adventure book
  • Fore-edge painting – Pictures along the page edges, hidden behind gilt
  • Exhaustive list of book terminology
  • Digital Book 09, a conference put on by IPDF (International Digital Publishing Forum)
  • Wholesale eBook Sales Statistics

3 spots remaining for Moving from Data to Insights to Opportunities

home_2009

As of this writing there are only 3 1 spots remaining for my EPIC 2009 workshop Moving from Data to Insights to Opportunities, September 1 in Chicago.

One of the most persistent factors limiting the impact of ethnography in business is that research projects often stop with a cataloging findings and implications rather than generating opportunities that directly enable the findings. How can designers and researchers work with ethnographic data to create new things for business to do?

Participants in this workshop will learn an effective framework for synthesizing raw data into insights, and then creatively using those insights to develop a range of business concepts that respond to those insights. While the framework includes a step to identify key filters that will ultimately prioritize across all generated concepts, the emphasis in this workshop will be to think as broadly as possible during ideation, truly strengthening the creative link between “data” and “action.” By the end of the workshop, participants will have developed a range of high-level concepts that respond to a business problem and integrate a fresh, contextual understanding of that problem.

You can check out slides and audio from an abbreviated version at BayCHI or come to the abbreviated version at Web 2.0 New York, November 17.

ChittahChattah Quickies

  • Shoddy Pear Analytics study of Twitter content – This is really bad research, but it's topical so it'll get press.

    Bad research #1: When creating content categories for your analysis, don't be so dismissive. They established a category for this analysis called "pointless babble" so obviously they have a strong point of view of the value of that content and it's hardly unbiased research.

    Bad research #2: Understand that Twitter (or any social, conversational medium) is a system. It's not an independent set of messages, it's a multifaceted conversation. Where's the analysis to look at the interrelationships and dependencies between "I am eating a sandwich" and "here's a great news story to check out"? That's much more difficult, mathematically, and to even consider that would require deeper insight than Pear showed here.

Reading Ahead: Analysis and Synthesis

Reading ahead logo with space above

Synthesizing field data into well-articulated, data-driven patterns, themes, and opportunities is a big part of our work, but it’s an aspect that generally has less visibility than the fieldwork.

An essential early step in the synthesis process involves going back over the fieldwork sessions. An hour or two-hour interview creates an incredible amount of information. By going back into a record of the interview, we make sure not to leave anything significant behind.

We go through and make notes on interview transcripts (done by an outside service), watch videos of the sessions, and look over photographs, sketches, maps, and participatory design pieces.

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Annotated interview transcript

We made a bulletin board of the people we met, so they’re ever-present while we’re working.

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Yesterday we came together to share the points we’d each pulled out. We present each interview, like a case study, to the team. Sometimes it’s just us, and sometimes our clients join us for part of this process.

Portigal-Consulting_synth2w

While one of us presented, the other captured the essence onto Post-its. We had a lot of discussion and debate while we did this, pulling together multiple viewpoints.

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When we were done presenting the interviews, the board looked like this:

Portigal-Consulting_synth4w

Our next step is to take these notes and start grouping them. We’ll look at different ways the information can be organized, and from there, will start refining our work and writing it up clearly and succinctly into a report.

ChittahChattah Quickies

  • Optimal Microwaving with Fitt's μλ-Number – I had an idea to blog about this myself, funny that someone else did. I try to enter microwave times that require minimal thought (or "mental operator" as they say in Fitt's Law): "2:22" is about as good as "2:00" when reheating and is provably faster. It obviously doesn't add a lot of time savings to your day, but it's been one of those little habits I've observed in myself. It's funny how math education, our money, and the way we tell time and structure our day conditions us to favor certain types of numbers, even when our interfaces don't.

Reading Ahead: Photo Diaries

Reading ahead logo with space above

In addition to our in-person fieldwork, we often ask research participants to do some kind of task on their own. In past projects, these assignments have included a range of activities, from workbooks and journals with specific daily prompts, to fairly open-ended photo diaries.

For Reading Ahead, we asked people to do a short photo diary, and send us five or so digital pictures (before the interview session) that would help us get a sense of how reading fits into their lives.

Diaries like this accomplish several things. They give us access to a person’s world beyond what we might be able to get in just a face-to-face meeting. We’re able to see what they do in more locations, at more different times, and in more situations.

We probably won’t be there to see someone actually reading in bed before they go to sleep at night, but they might well ask a family member to take a picture of it for their photo diary, as Tracy did for this project.

Portigal-Consulting_diary1

Diaries also help us build rapport more quickly with the people we’re meeting, by giving us a common set of stories to begin the conversation with. There’s often a bit of back and forth dialogue between us and the participants during the assignment as well, which helps us establish a relationship.

Having some shared knowledge and possibly interaction prior to the interview means that when we are face-to-face, we can jump right in with that person at a deeper level, which can free up time in the interview session for exploring more areas of the research topic.

When you look at the pictures people sent us for this project, you’ll see that they’ve responded in a variety of ways. Some focused on objects, some took pictures of other people, and some photographed themselves or had other people photograph them. It’s useful to see the different ways people interpret the topic area, and the connections they draw. It helps us understand how each person sees the world, and can point us to additional lines of inquiry.

Below are the photo diaries for Reading Ahead.

Erica

Peter

Tracy

Julie

Upcoming Speaking Gigs

It looks to be a busy time between now and the end of the year, with a lot of exciting opportunities. Some details still TBD; I’ll update with links when we get ’em. Meanwhile, if you’re going to be at any of these presentations, please let me know!

Loyalty Cuts Both Ways

In a full-page ad in today’s SF Chronicle jobs section, Columbus Foods asks for help in hiring their employees who have lost their jobs after a recent fire. It’s a pretty dramatic and heartfelt demonstration of an employer’s loyalty to its employees, a vector of loyalty we don’t consider as often as its inverse.

We Need A Hand After The Disaster

On Thursday, July 23, 2009, a significant fire hit Columbus' Cabot Packaging and Slicing facility in South San Francisco. The building was completely destroyed.

Being in business for over 90 years, we have faced many challenges, but it is our employees'strength, dedication and resilience that has brought us our continued success. At Columbus, we have always had pride in the quality of our people.

We are still in business and, long-term, fully expect to come out stronger from this challenge. We have been able to relocate about 40% of the work force of this facility to our other locations and to associated companies. However, because of the fire, the remainder of the workers from the affected facility will be displaced. While we have provided generous severances, we want to do more to help these employees find new jobs.

So we are reaching out to the greater business community for help placing these skilled and loyal employees.It is important to us that we do everything we can to help them, as without them we would have never gotten to the place we are today. If you have any openings, please send correspondence to helpcabot@Columco.com. We will work with you and the employees affected by this disaster to ensure minimal disruption to their lives. And thank you in advance for lending any support.

cabot

Reading Ahead: Participatory Design

Reading ahead logo with space above

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Tracy and her younger son thinking about possibilities for books and reading devices

Our fieldwork sessions often include a piece in which we ask participants to brainstorm and fantasize about the future.

In an earlier post, we talked about the simple models we were building for the Reading Ahead interviews.

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Book and device models for participatory design activity

We wanted to put something in people’s hands to help them show us what the “book of the future” and “reading device of the future” could be and do. (This fieldwork approach borrows from participatory design.)

We’ve had clients come out in the field with us and say after an interview, “That person didn’t give us any ideas,” so it’s important to clarify that we don’t expect this kind of activity to directly produce marketable ideas. Rather, it gives people another mode for expressing themselves, and it’s great for helping them communicate things which may not always be easy to verbalize, like:

  • Their desires
  • What they think should exist
  • What problems they are trying to solve
  • What seems acceptable and what seems outlandish to them
  • Preferences and in what ways they would like something to be different

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Chris uses the device model to help express his thoughts about navigation

Often for us, the very act of making the props for an activity suggests new ways of using them. In this case, while making a blank cover for the “future book” model, we realized that we could also make a blank inner page spread.

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Holding the “book of the future” model

As it turned out, this meant that when we were done with the sessions, people had created very nice book models for us, with a cover and inner spread.

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Erica’s “telescoping shopping bag” book with digital annotations, hyperlinks, and built-in dictionary

Part of the preparation for each interview session was to get the models ready with new blank paper. Here I am on the trunk of my car, prepping the models before an interview in San Francisco.

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Now that the fieldwork is done, we have a great collection of models made by the people we interviewed.

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Artifacts from participants’ “future book” ideation

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The last section (copied below) of our Topline Summary synthesizes some of what we gleaned from this part of the fieldwork. These are just quick hits; we’ll develop any themes and recommendations that come out of these activities much further in the analysis and synthesis phase of the project.


Excerpt from Topline Summary: Participant ideation about the “book of the future” and “reading device of the future”

NOTE: The first thing a number of the participants said when asked about what the “book of the future” could be and do was that it’s pretty hard to improve on the book-it works very well the way it is. In addition to all the qualities already mentioned, books are

  • Instant on-off

  • Durable
  • But people did have ideas. Here are some of them:

  • Interactive
  • Put yourself in the story
  • Leave the story for more information
  • Choose from alternate endings, versions
  • Size-shifting
  • Able to morph from bigger size for reading to smaller for transporting
  • Retain the book form while adding functionality
  • Book form with replaceable content: a merging of book and device, with a cover, and page-turning but content is not fixed-it can be many different books
  • Books that contain hyperlinks, electronic annotations, multimedia, etc.
  • Privacy
  • Hide what you’re reading from others, hide annotations, hide your personal book list and lend your device to someone (with content for them)
  • Projecting
  • A device that projects words that float above it, so that the reader doesn’t have to hold the device in their hands
  • Reading Ahead: Topline Summary

    Reading ahead logo with space above

    As soon as possible after concluding fieldwork, we write a Topline Summary, in which we capture our first impressions and the ideas that are top-of-mind from being in the field.

    We’re always careful to be clear about what the Topline is and isn’t. There’s synthesis that happens from the fieldwork experience itself (which the Topline captures), and synthesis that happens from working with the data (which we haven’t done yet).

    In the Topline we go a step further than the field highlights and start to articulate some of the patterns we think are emerging, but these ideas may change once we do a detailed analysis and synthesis of the data we’ve gathered.

    In a client project, we’ll have a discussion with the client team around the Topline Summary. We encourage members of the client team to come out in the field with us, and the Topline discussion is a great opportunity for everyone who did so to share their experiences and tell stories. The Topline discussion is also a good time for our clients to let us know if there are any specific directions they want us to pursue as we analyze and synthesize the data we’ve gathered.

    We’ve now finished our fieldwork for Reading Ahead. We conducted six in-depth interviews, with photo diary and participatory design activities (more in our next few posts about these methods).

    Here’s our Topline Summary:


    Portigal Consulting: Reading Ahead Topline Summary

    1. Reading is not just a solo activity; there are significant social/interpersonal aspects for many people
    • Recommendations, book clubs, lending

    • Books facilitate the interpersonal aspects of reading

    • Can be easily lent or given away
    • Given as gifts
    • People can use a book together: parents and kids, showing someone a passage or illustrations, etc.

    • Reading can be a big part of family life

    • Childhood memories, passing books between generations, reading with one’s own children.

    • Connection between home life and outside world (school)

    1. Reading and Books are not always one and the same
    • Erica buys some books because she likes them as objects. She knows she may not read all of them. “I love books. I almost like books more than reading.”

    • Jeff says if you love to read, you’d like the Kindle. If you love books, you should try it out before you buy one

    • The Kindle facilitates types of reading beyond books: blogs, articles, periodicals

    1. Books do more than carry content
    • Books engage the senses: they are tactile, visual objects, with specific characteristics like smell and weight

    • Become carriers of specific memories

    • Develop a patina that carries meaning
    • An inscribed book becomes a record of an event, interaction, relationship

    • There is an art/collector aspect to books (which is absent in the Kindle)
    • First editions
    • Signed copies
    • Galley proofs
    • Typography
    • Pictures and illustrations
    • Quality of paper, printing, etc.
    • Books say something about a person
    • Others can see what you’re reading; like clothes, etc., this carries meaning
    • “Looking at someone’s bookshelves when you go to their house” (Jeff)
    • When people give books as gifts they are deliberately communicating something about the relationship, the event, themselves, and the recipient

    • Books can create a physical record of someone’s reading activity
    • Chris used to line up all the books he had read to get a sense of accomplishment
    • Annotations, bookmarks, tags all convey the reader’s personal history with that book

    1. Books are easily shared
    • Pass them along to others

    • Donate to library

    • Sell or buy at used book store

    • Borrow from the library rather than purchasing

    1. How books are stored and organized carries meaning
    • Emotion, sense of pride, expression of personality, record of engagement

    • Erica organizes her books by how the content/type of book feels to her: “dusty” classics, modern classics, etc.

    • Julie’s extensive shelves are organized alphabetically to reinforce the idea of library

    1. Libraries and bookstores provide specific experiences
    • As a little girl, Erica visited different libraries with her Mom. This was their daily activity, and Erica retains strong and specific memories

    • Julie and her housemate recreated a library atmosphere in their home

    • A quiet, comfortable space
    • Good lighting
    • Alphabetized bookshelves
    • A unified décor

    • For Jeff and others, spending time browsing in a bookstore represents having leisure time

    1. The Kindle
    • For people whose love of reading is bound up in their love of books, the Kindle loses much of the reading experience; it is only a content carrier

    • Julie has a history of wanting to read on electronic devices as well as from printed books, so to her, the Kindle is a big evolutionary step from her old Palm, the iPhone, etc.

    • For Erica, the Kindle signifies “computer,” so it does not let her “unplug” from the fast-paced connected lifestyle that books provide a refuge from

    • Several people described the kinetics of page-turning as an important aspect of reading books that is absent in the Kindle

    • Books afford ways of navigating content that the Kindle does not: flipping, comparing non-sequential pages, looking at the recipes at the end of each chapter, etc.

    • Peter finds it frustrating that when he buys a Kindle book from Amazon, he can’t share it. When he started working in an environment where people were passing books around, he went back to reading printed books

    1. Participant ideation about the “book of the future” and “reading device of the future”
    • NOTE: The first thing a number of the participants said when asked about what the “book of the future” could be and do was that it’s pretty hard to improve on the book-it works very well the way it is. In addition to all the qualities already mentioned, books are

    • Instant on-off
    • Durable

    • But people did have ideas. Here are some of them:

    • Interactive
    • Put yourself in the story
    • Leave the story for more information
    • Choose from alternate endings, versions

    • Size-shifting

    • Able to morph from bigger size for reading to smaller for transporting
    • Retain the book form while adding functionality

    • Book form with replaceable content: a merging of book and device, with a cover, and page-turning but content is not fixed-it can be many different books
    • Books that contain hyperlinks, electronic annotations, multimedia, etc.
    • Privacy

    • Hide what you’re reading from others, hide annotations, hide your personal book list and lend your device to someone (with content for them)
    • Projecting

    • A device that projects words that float above it, so that the reader doesn’t have to hold the device in their hands

    Reading Ahead: Fieldwork highlights – Julie

    Reading ahead logo with space above

    During the fieldwork cycle, we write quick summaries of each interview session and send these immediately to our clients so they can start to circulate stories. At this point in the process we strive to stay descriptive; our goal is just to get stories about the people we’re meeting out to the extended team (us, our direct clients, and their stakeholders).


    Our interview with Julie (not her real name) was the last session in the fieldwork for this project.

    Julie and her housemate have an amazing library in their San Leandro home, with three walls of alphabetized floor-to-ceiling bookshelves. With the bookshelves and quiet ambiance of the space, being in this part of their home feels just like being a library.

    Portigal-Consulting_Julie1

    The whole downstairs of their house has been optimized for reading; they have great lighting, and comfortable sofas big enough for two people to stretch out on simultaneously.

    Portigal-Consulting_Julie2

    Of the six people we met, Julie was the person who most seemed to have integrated printed book and Kindle reading. For Julie, reading a book and reading on the Kindle are both equally positive experiences; in fact, she will sometimes go back and forth between a printed book and the Kindle version of the same book, depending on whether she is at home, traveling, etc.

    While some of the people we met described the Kindle as less-than-satisfying compared to a printed book, Julie has a long history of reading on electronic devices, and finds the Kindle a big step forward.

    In the following clip, Julie talks about how her electronic reading has evolved, from her first Palm Pilot up to her current Kindle 2:

    Reading Ahead: Fieldwork highlights – Jeff

    Reading ahead logo with space above

    During the fieldwork cycle, we write quick summaries of each interview session and send these immediately to our clients so they can start to circulate stories. At this point in the process we strive to stay descriptive; our goal is just to get stories about the people we’re meeting out to the extended team (us, our direct clients, and their stakeholders).


    Jeff (not his real name) is in the midst of a big remodeling project at home so we met with him in his Silicon Valley office. He was the second Kindle user we saw in our fieldwork, and had a lot of positive things to say about reading on the device.

    Portigal-Consulting_Jeff1

    Jeff says that he’s not a “flipper” but does tend to be reading 3-4 books at a time, as well as newspapers and blogs. These various pieces of content require differing levels of attention and serve different moods, and Jeff likes that on the Kindle he can have all of this material at his fingertips, especially when he’s doing a lot of traveling.

    Jeff uses his Kindle for not only for personal reading but for work as well, and sometimes publishes documents he needs to read to the Kindle. He and his team have also experimented with using the Kindle as a platform for delivering presentations.

    Portigal-Consulting_Jeff2
    Demonstrating a business presentation on the Kindle

    Jeff says one of the things he feels Amazon has done really well is to develop the “device ecosystem.” Between his job, the remodel, and a household that includes 4 kids and several dogs, cats, and chickens, Jeff is extremely busy, and he likes the ease and efficiency of the book-buying experience the Kindle supports.

    In the following clip, Jeff tells some quick stories about using his Kindle to buy reading materials:

    Reading Ahead: Fieldwork highlights – Chris

    Reading ahead logo with space above

    During the fieldwork cycle, we write quick summaries of each interview session and send these immediately to our clients so they can start to circulate stories. At this point in the process we strive to stay descriptive; our goal is just to get stories about the people we’re meeting out to the extended team (us, our direct clients, and their stakeholders).


    Chris (not his real name) is a software engineer in his early thirties. He lives in an apartment in Mountain View with his wife and their small dog. They moved here a couple of months ago, after returning from an extended stay in Europe.

    When they left the US for Europe, the couple got rid of many of their possessions, including their books. Now that they’ve settled in again, Chris says he’s still trying to keep from accumulating too much stuff, and has been buying fewer books and using the library more.

    Reading-Ahead_Chris1

    Chris says he used to focus more than he does now on finishing books as a form of accomplishment. He described how he used to line up the books he had finished in a row, so he could see a physical record of his reading.

    Chris reads a lot of technical books. Since he uses many of these as reference materials, often annotating and bookmarking them, he generally finds it useful to own them in print, rather than borrowing them from the library or using PDF versions.

    Reading-Ahead_Chris-2
    One of Chris’ bookmarked reference books

    Chris showed us the various ways he navigates through printed books, including “flipping” and going back and forth between non-sequential pages.

    In the following clip, he talks about the flexible navigation afforded by printed books:

    ChittahChattah Quickies

    • Sherry Turkle is Professor of the Social Studies of Science and Technology at MIT and a sociologist. – She has focused her research on psychoanalysis and culture and on the psychology of people's relationship with technology, especially computer technology and computer addiction.
    • apophenia – danah boyd's blog – danah boyd is a researcher at Microsoft Research New England and a Fellow at the Harvard University Berkman Center for Internet and Society.
    • Michael Wesch's IA Summit 09 Keynote – Even though the presentation itself uses a lot of visuals and YouTube examples, I found the podcast to be extremely interesting and provocative. Wesch takes many examples of Internet and social media culture that we're familiar with but wraps them together to create a new and exciting story about the kinds of new things that technology is enabling. While I might have thought I knew it all already via danah boyd and Sherry Turkle, I learned a lot (that's not to say that boyd and Turkle haven't covered this material, I have no idea; but for me this podcast was a huge leap forward in my grokking of the issues).

    Reading Ahead: Fieldwork highlights – Peter

    Reading ahead logo with space above

    During the fieldwork cycle, we write quick summaries of each interview session and send these immediately to our clients so they can start to circulate stories. At this point in the process we strive to stay descriptive; our goal is just to get stories about the people we’re meeting out to the extended team (us, our direct clients, and their stakeholders).


    Peter (not his real name), the first Kindle user we’ve interviewed, works in web production. When describing himself, he says,”I like gadgets.”

    Reading-Ahead_Peter1

    We met with him at his home in Vallejo. He describes doing several types of reading: instructional reading to expand his knowledge about topics of interest like photography, fiction as a “form of engagement with a piece of art,” and non-fiction as a way to vicariously experience other places and lifestyles.

    Peter’s had his Kindle for a couple of years. He says when he first got it (as a gift from his partner), it “got him” buying books right away, and he used it almost exclusively for around a year.

    He says serious limitations of the Kindle are that you can’t have two books open at once (if you’re using a reference book, etc.), that it is unable to “capture” the act of flipping through a book looking for a passage, and that it still doesn’t create the same quality of experience as “the whiteness of paper” and crisp black text.

    When I ask Peter if he has any emotions about his Kindle, he calls it “neutral.”

    Reading-Ahead_Peter2

    The biggest frustration for Peter is that he can’t share Kindle books.

    In the clip below, Peter tells the story of how this desire to share led him back to printed books:

    Reading Ahead: Fieldwork highlights – Erica

    Reading ahead logo with space above

    During the fieldwork cycle, we write quick summaries of each interview session and send these immediately to our clients so they can start to circulate stories. At this point in the process we strive to stay descriptive; our goal is just to get stories about the people we’re meeting out to the extended team (us, our direct clients, and their stakeholders).


    Erica (not her real name) is 28 and lives by herself in an apartment in San Francisco. She described growing up without a lot of money but in a house where there were “walls of bookshelves.” When she and her Mom had free days, they would visit different libraries, and Erica still remembers physical details from some of these places.

    She had been planning to open a cookbook store, until the recent economic slump. She’s working now as an office manager at a software startup and regrouping.

    Erica talked about buying certain books just because she likes them as objects: “I love books. I almost like books more than reading.”

    Reading-Ahead_Erica1

    She says that lately she’s really been noticing how “the computer lifestyle has seeped in so deeply,” which she feels is making her attention span shorter. She says that on the computer, “everything is fast,” and that books are a way to “unplug” and slow down.

    Erica has different types of books for different weather, moods, and reading situations. On public transit, she reads books that can be easily stopped and started; something she says is difficult to do with complex works.

    In the clip below, Erica talks about how she organizes her bookshelf by feeling:

    The Cultures of Design

    I’ve published a new column in DMI Connect – The Cultures of Design – In our engagements with different organizations we see a large range of cultures-of-design. I use that term to capture the aspect of an organization’s culture that drives how they determine what to make for their customers. I’ll outline a few prominent archetypes (of course there are more!), and while they may teeter dangerously close to caricature, in their extremity they can be illustrative of the complex nature of culture.

    Reading Ahead: Fieldwork highlights – Tracy

    Reading ahead logo with space above

    During the fieldwork cycle, we write quick summaries of each interview session and send these immediately to our clients so they can start to circulate stories. At this point in the process we strive to stay descriptive; our goal is just to get stories about the people we’re meeting out to the extended team (us, our direct clients, and their stakeholders).

    Here is the first of these highlights for Reading Ahead.


    We met with Tracy (not her real name) and her two sons at their home in a suburb of Santa Cruz. Tracy is a stay-at-home mom and part-time massage therapist, and is going back to school in the fall to get an MA in Occupational Therapy.

    Reading is a big part of her family’s life. She reads every night with her sons (including a two-hour Harry Potter session the night before), and told us she does different voices for each character in the stories.

    Reading has always been important to Tracy, and she showed us several books from her own childhood that she keeps on her shelves–including one that her father had when he was a child. She also talked about sharing book recommendations with her Mom and her friends.

    Portigal-Consulting_Tracy3
    Childhood books

    In addition to a regular set of reading rituals with the kids, Tracy reads on her own, which she describes as: “My way of getting completely unplugged.”

    Tracy and her boys make a weekly trip to the library, which usually culminates in a big spread of books on the living room floor.

    Portigal-Consulting_Tracy2
    Back from the library

    I asked them to show us what this is like. Watching the boys comb through the pile to choose a book, I was struck by how physical their interaction with the books was.

    There was also an interesting family moment where I asked about a book Tracy mentioned (Tacky, a children’s story about an iconoclastic penguin), and all three spontaneously recited the names of Tacky’s friends in perfect unison.

    Here’s a short clip from that part of the interview:

    ChittahChattah Quickies

    • An Anthropology of Everyday Life by Edward T. Hall, A Review by Bobby Matherne – In his childhood in New Mexico he studied impressionist painting and soon learned that "every part of a painting affects every other part." The adding of a dab of color to a painting can change the color of the dab and all the other colors already on the painting. It was a metaphor for what happened when he was later assigned to build earthen dams with the Hopi and Navajo tribes. This dab of white skin on a field of red skins were both changed by his presence. On a trip to Europe to visit his mother he noted how the German trains ran tightly and smoothly on the track and were always right on time. The French trains, however, swayed from side to side and ran late. He was far more observant about the hidden cultures of the continent than the French who confiscated German trains after World War II only to find them useless on the French tracks.
    • Edward Hall, Expert on Nonverbal Communication, Is Dead at 95 – Mr. Hall first became interested in space and time as forms of cultural expression while working on Navajo and Hopi reservations in the 1930s. He later developed a cultural model that emphasized the importance of nonverbal signals and modes of awareness over explicit messages.

    Make your hardware work for you

    fruitholders

    A vendor in Amsterdam’s Albert Cuyp Market uses spring-loaded clips to hold together the baskets of fruit, then cleverly uses the clip handles as a place to display a fruit sample. Instead of being a negative (unsightly and potentially hurty if banged into), it now is a positive, emphasizing the appeal of what they are selling.

    Related: Making do, revisited

    See more of my Amsterdam pictures here.

    Son of Survey Madness

    We’ve posted any number of survey design critiques over the years, and here’s the latest, a close read of a question and the cues associated with different responses.

    In response to the prompt How closely do you agree or disagree with this statement: “We saw business strengthening in the Spring, but it seems to be stagnant or falling off again. We thought we had seen the bottom, but now we are not sure.” we’re asked to move a slider between Agree Completely and Disagree Completely.
    smiley
    frowny

    As we move the slider, the expression on the little green character changes, supposedly to provide an additional cue to ensure that our response is accurate.

    But when we agree (a positive emotion), the guy is frowning. Because we are agreeing with a negative in which case we making a negative observation? So we feel negative? But the green dude isn’t mapping our feeling about the situation, he’s mapped to our response – our degree of agreement. We can feel positive about agreeing, even if the thing we agreeing about is negative (haven’t you ever exclaimed enthusiastically at someone that expresses a similar frustration to you? That’s being positive about a negative). The mapping here is wrong.

    It’s further complicated by the indirectness of the prompt – that situation you are agreeing or disagreeing with – describing a situation going from positive to uncertain. How much do you agree or disagree with: something was positive but now it’s negative? In fact, besides being indirect and somewhat abstract, it’s also a compound question. You might agree that things were positive, or you might now. You might agree that things have gone downhill, or you might not. The question is asking you to agree ONLY to the cause where i) things were positive and ii) things have gone downhill. If you don’t agree with both of those, then what do you do? And since you can indicate the strength of agreement/disagreement, how will people interpret the question? I would suggest not very reliably!

    Ironically, this is a survey aimed at providers of market research services, who should absolutely know better.

    Reading Ahead: First day of fieldwork

    Reading ahead logo with space above

    Here’s what my day looks like today–3 interview sessions starting this morning in Soquel, then up to San Francisco, and then over to Vallejo where I’ll finish up around 9 pm.

    Tuesday-route-web

    I’ve tried to schedule everything so I’ll have time in between each interview to write notes. It’s amazing how hectic what seems like an ample schedule often becomes once you factor in traffic, parking, eating, checking email, and the general miscellany of a day.

    I got everything ready last night: video camera, still camera, release forms, models and materials for participatory design activities at the end of the interview session.

    fieldwork-prep-web

    I went over the interview guide, and am feeling really good about it. I always get kind of charged up when I run the interview through in my mind the night before fieldwork starts. There’s this unique feeling that comes from knowing that I’m about to go out and find out things from people that, sitting at my desk the night before I go, I can’t even imagine.

    ChittahChattah Quickies

    • A thoughtful consideration (that could have so easily gone curmudgeonly) on the changes in how (and how much) we consume art – Cameras replaced sketching by the last century; convenience trumped engagement, the viewfinder afforded emotional distance and many people no longer felt the same urgency to look. It became possible to imagine that because a reproduction of an image was safely squirreled away in a camera or cell phone, or because it was eternally available on the Web, dawdling before an original was a waste of time, especially with so much ground to cover.
    • Michael Pollan on the cultural shifts revealed by themes in food-related TV entertainment – The historical drift of cooking programs — from a genuine interest in producing food yourself to the spectacle of merely consuming it — surely owes a lot to the decline of cooking in our culture, but it also has something to do with the gravitational field that eventually overtakes anything in television’s orbit…Buying, not making, is what cooking shows are mostly now about — that and, increasingly, cooking shows themselves: the whole self-perpetuating spectacle of competition, success and celebrity that, with “The Next Food Network Star,” appears to have entered its baroque phase. The Food Network has figured out that we care much less about what’s cooking than who’s cooking.
    • Nine Reasons RadioShack Shouldn’t Change Its Name – Best one is " RadioShack has problems beyond any issues with its name." Also they did already change name from Radio Shack to RadioShack.
    • Radio Shack: Our friends call us The Shack – Do they really now? More proof that you can't simply declare yourself cool. Promo or overall rebranding, it reeks of inauthenticity.
    • Understand My Needs – a multicultural perspective – A Japanese usability professional compares the norms of service that retailers provide in Japan with those elsewhere (say, his experience living in Canada), and then contrasts that to the common usability problems found in Japanese websites. Culture is a powerful lens to see what causes these differences, and how usability people can help improve the experience.

    All This Machinery Making Modern Music

    At the Musical Instrument Museum in Brussels, I took a picture of an old picture, presumably of the RCA Mark II Sound Synthesizer

    musical-technology

    The museum is filled with every crazy variation on musical instruments you can imagine (and then beyond) so this struck me because it doesn’t connote musical instrument the way everything else did. It looks like an old computer. Well, sure, old electronic music tech was computer tech. In the lab, at least. This didn’t come from two people banging sticks together and liking the noise, it came out of a computer lab, and so the destiny of that sort of musical instrument is cast from that point of origin.

    Physical objects evoke a reaction and interpretation (of meaning, of function, of value) based on the symbols we’ve learned. Products, especially those based on advanced technology, will naturally reflect the assumptions of their creators (without some sort of intervention or um design) about form, interface, and thus meaning, function, and value.

    See more of my Belgium pictures here.

    Reading Ahead: Props For The Field

    Reading ahead logo with space above

    As we get into actual fieldwork this week, we’ll be using (as is typical for us) a mashup of techniques. In addition to interviewing people, we’ll be watching how and where they read books or Kindles. But we’ll also want to get into a discussion of future possibilities. Reading Ahead is not about evaluating existing designs but instead getting inspiration and information that can drive future designs. So we don’t have anything to test, but that doesn’t mean we can’t use testing-like (“What do you think of this?”) activities. In this case, we’ve built extremely simple representations that suggest book and digital reader.

    prototyping
    Dan building a thing-to-hold for this week’s interviews

    The idea (and we’ll learn what happens once we do a couple of interviews) is to have something neutral to put into people’s hands and let them gesture, sketch, or otherwise perform, so the activity of discussing the future isn’t just a verbal one. We’re going to ask people to draw on these props, and then we’ll have an artifact created by the participants themselves. Those artifacts can be compelling, and can also be a much more impactful symbol of what took place in that part of the interview.

    We’ve never used this exact prop before, but in just about every project we’ll come up with a range of tools to use in the field. Our interviews are very open-ended so we could use either of the props to explore any emergent themes, depending on what we use them to talk about (From “How would you hold this?” to “Well, if it did come with your Happy Meal, draw what you’d expect to see on the main screen.”

    For more, see Moving with a Magic Thing (PDF) and Design the Box

    ChittahChattah Quickies

    ChittahChattah Quickies

    • Steve Portigal presenting "We've Done All This Research: Now What?" at Web 2.0 Expo New York on 11/17 – As designers increasingly are themselves conducting contextual research to inform their design work, they may find they are holding onto a trove of raw data but with little awareness of how to turn it into design. How can designers and researchers work with this type of data to have the most impact on design and business?

      Participants in this workshop, collaborating in teams, will learn an effective framework for synthesizing raw data (to be gathered before and/or during the workshop) into insights, and then creatively using those insights to develop a range of business concepts that respond to those insights.

    Reading Ahead: The Interview Guide

    Reading ahead logo with space above

    Before we go out in the field we write an interview guide (or field guide), a list of all the topics we want to cover.

    Interview guides end up being very linear and structured, but the interactions we have in the field are looser and more conversational. We’ll let the way we pose our questions flow much more from what the person we’re interviewing is saying than from the sequence and phrasings of the interview guide.

    Even though we know this will happen, we’ve still been working hard to hash out our questions ahead of time–even the basic ones. It’s like John McLaughlin said about jazz improvisation: you have to learn all the chords so that you can forget about them.

    The interview guide is also something for everyone (including our clients) to look at, to make sure we’re all on the same page as we head into fieldwork.

    Our interview guide for Reading Ahead is here.

    Reading Ahead: Secondary Research (part 1)

    Reading ahead logo with space above

    Starting any project means we inevitably come across any number of articles that pertain to the topic or the themes that emerge from the research and synthesis.

    Sometimes we’ll dedicate some time at the beginning to collect articles and summarize ’em, but more often we’ll just do a quick scan and opportunistically look for issues to inform our recruiting and planning for fieldwork.

    Here’s what we’re reading now (and we’ll do a part 2 if and when we find more articles of interest):

    ChittahChattah Quickies

    • Paul Graham on the "social norm" problem with the Segway – This is a point I made in my interactions column "Some Different Approaches To Making Stuff" – Kamen is the genius who got it wrong, because he focused only on technology and not on culture and behavior.

      "The Segway hasn't delivered on its initial promise, to put it mildly. There are several reasons why, but one is that people don't want to be seen riding them. Someone riding a Segway looks like a dork.

      My friend Trevor Blackwell built his own Segway, which we called the Segwell. He also built a one-wheeled version, the Eunicycle, which looks exactly like a regular unicycle till you realize the rider isn't pedaling. He has ridden them both to downtown Mountain View to get coffee. When he rides the Eunicycle, people smile at him. But when he rides the Segwell, they shout abuse from their cars: "Too lazy to walk, ya fuckin homo?"

      Why do Segways provoke this reaction? The reason you look like a dork riding a Segway is that you look smug. You don't seem to be working hard enough."

    • Like Nike+ for happiness, iPhone app is data collection for PhD thesis – "At repeated periods throughout the day you'll be pinged by your iPhone either by email or by SMS, and prompted to answer a short one-minute survey. This one asks how happy you are, what you're doing (yes, "making love" is an option, though hopefully it's an activity you'd prioritize over doing some science) whether you exercised recently, whether you're alone, who you're talking to and what you're thinking about." Essentially a "beeper study" but somehow a more viral story ("iPhone"!) than normal.
    • 'True Blood' Beverage – "Inspired by HBO's hugely successful vampire drama series, True Blood, Omni Consumer Products struck a deal with the network's licensing division to releasing 'Tru Blood' the actual beverage..a drinkable product inspired by a beverage meant to taste like blood so that fake vampires from a pay-cable TV show can survive without having to resort to feasting on humans."

    Reading Ahead: Figuring out who to talk to

    Reading ahead logo with space above

    People always ask us, “how do you find the people for your projects?”

    Figuring out how to identify appropriate people to interview for a project is all-important. For Reading Ahead, we know we need people who are active readers. What constitutes an “active reader?” We’re defining it as people who read books at least three times a week, in multiple locations. We want people who are engaged in the behavior at a level where they will have lots of experiences from which to draw. We also know that we want to look at how people’s behavior changes/doesn’t change/is supported by/is influenced when reading books in print vs. reading eBooks using a device.

    When we have established the criteria for participating in the research, we typically use a specialized recruiting company to find people. We write a screener, which has a series of specific questions to identify people who meet our criteria.

    screener
    Screener excerpt, Reading Ahead project, 2009

    Finding the right people can be quite complex, and for some projects, we’ve written screeners that are more than 10 pages long. If we’re looking for people who do activities X and Y, in locations 1, 2, and 3, but have never done activity Z-well, you get the idea!

    In this project, the criteria are simpler, and we’ll be doing our own recruiting. In fact, if you’re in the Bay Area and an avid reader or Kindle user, let us know and maybe we can talk with you!

    Update: We put together a representative screener that is formal enough to be given to a recruiting firm, even though we aren’t doing that for Reading Ahead. You can download it here.

    Video Notes from the Field: Advice to Aspiring Designers

    Liz Danzico of the School of Visual Arts MFA in Interaction Design asked several people to create a 30-second video response to this prompt:

    So you’re thinking about becoming a designer? If I could tell you only *one thing* about going into the field, my advice would be ___________ .

    The results are compiled here and are really fun. As you’d expect, everyone’s video looks different, everyone interpreted the question a little differently and everyone has different advice. It’s about 7 minutes of content across 15 or so videos and you’ll get a kick out of ’em and maybe even learn something. Check it out!

    My submission is below:

    ChittahChattah Quickies

    What’s In A Business Name?

    hannibal
    Lunchroom Hannibal, Amsterdam, May 2009
    Don’t order the fava beans with the chianti.



    challenger
    Challenger Copyprint, Amsterdam, May 2009
    Not the most encouraging association.



    IMG_2600
    Synergy Project Management, San Francisco, July 2009
    Needs a better illustration of the concept of synergy besides a plain ol’ pipe!


    webringyouapizza
    we bring you a pizza, Amsterdam, May 2009
    doggie
    U-Wash Doggie, Los Angeles, February 2009

    Some names tell you what the business does.


    hand
    Hand Car Wash, Los Angeles, February 2009
    trashy
    Trashy Lingerie, Los Angeles, February 2009
    ethical
    Ethical Drugs, Los Angeles, February 2009

    Some names tell you something about how they do it.

    See more pictures from Amsterdam here and Los Angeles here.

    Reading Ahead: Project Launch

    Reading ahead logo with space above

    We’re very excited here at Portigal Consulting to announce the start of a new self-funded project–Reading Ahead.

    In Reading Ahead, we’ll be exploring the evolution of reading and books from a consumer perspective–what it means to be a reader, how artifacts from traditional books to devices like Amazon’s Kindle affect the experience, and what the future might hold for readers, product developers, and beyond.

    Over the course of the project, we’ll be blogging both about how we work and what we see and learn.

    kickoff-pic_web
    Steve Portigal (left) and Dan Soltzberg, project kickoff, July 27, 2009

    Understanding our client
    One of the first steps in any project is figuring out what the project is really about. So the first piece of research we do is often focused on our client.

    As we work with our clients to establish the scope and approach of a project, we also interview key stakeholders in their organization to better understand what they know and what they need to know. (This doesn’t always map to what they think they know and what they think they need to know, and it’s important to suss out the differences.) These interviews help us understand the dynamics of the team and the organizational culture.

    In this case, we’re our own client, so we sat down and asked each other some fundamental questions

    • What is it we want to know that we don’t know now?
    • What are we going to do with what we learn?
    • What are the people, places, things, behaviors, etc. that we think we want to focus on.
    • How broadly or tightly do we want to draw the scope of the exploration (at least at the outset-this can change as the project moves forward). In this case, to what extent might we want to be looking at bigger categories like content, entertainment, free time?

    The way we answer these project definition questions will have a huge affect on how the work unfolds. As in most projects, we’ll be looking for the sweet spot that is constrained enough to give the project a clear focus but open enough to leave room for the unexpected.

    To Tweet or not to Tweet

    I just got back from a medical leave, and while I was off work, I had to face an interesting new dilemma.

    I usually post at least a couple of tweets a day on Twitter; it’s part of my work and how I stay in touch with people, events, and general whassup.

    Because our work encompasses such a wide range–technology, pop culture, behavioral trends–there’s not much in my life that isn’t relevant content, but during this period I had a lot of downtime where I really wasn’t engaged with much beyond my morning coffee, my dog, and a couple of favorite movies.

    I had to really think about to what extent I wanted to share my purely private, personal life on the Net.

    After a tweet or two to let people know my general situation, I found that I just naturally disengaged from Twitter and Facebook. It was the first since I’ve started using these tools that I was only interacting (for the most part) with my immediate surroundings and people who were physically present, and I have to say that it was refreshing and relaxing.

    Now that I’m back in the fray, it feels just as natural to be getting involved once again in all this communication, but I feel like it was really valuable, for a little while, to have a retreat.

    As sociologist Sherry Turkle said during a discussion on the NPR show On Point, “In some ways we come to technology expecting to be nourished by it, and in some ways it’s eating us up.”

    Mapping for change

    ferrymapdetail

    The Ferry Plaza Farmer’s Market is an amazing experience for San Francisco locals and visitors alike. In front of the Ferry Building they have an information booth that features a large photograph of the building on a metallic surface, with magnets representing the different booths. Obviously, as businesses come and go, or don’t show up on weekend, or are moved, it’s easy to update the map. And the use of the building itself as a backdrop reduces the abstraction typically found in a floor plan.

    ChittahChattah Quickies

    • Excellent Rob Walker "Consumed" on Lululemon Athletica and the idea of a "lifestyle brand" – Anybody who is honest about consumer behavior knows that often what we buy is not simply some thing but some idea that is embodied by that thing. “Conceptual consumption” is the name given to this practice in a recent paper with that title by Dan Ariely, a professor of behavioral economics at Duke University (and author of the book “Predictably Irrational”), and Michael Norton, an assistant professor of marketing at the Harvard Business School, in The Annual Review of Psychology. Their notion has various subsets, one of which is the consumption of goals.

    Designed for smuggling

    (originally posted at Core77)

    From a recent Fresh Air is a profile of the Tobacco Underground, an investigation by The Center for Public Integrity about how money from cigarette smuggling is sometimes used to fund terrorism. Of note is Jin Ling, a smuggled-only brand “virtually unknown to the authorities three years ago, [it] has grown so rapidly that law enforcement officials say it now rivals Marlboro as the top smuggled brand being seized in the European Union.” Of course, underground brands are unlikely to pay attention to intellectual property rights, hence the familiar packaging design, with the Camel camel replaced by a goat.

    Calling out, around the world?

    (originally published at Core77)

    suica
    Subway ad for Suica, transit fare payment by mobile phone, Tokyo, 2008

    Why Japan’s Smartphones Haven’t Gone Global is a toe-dip into the case study of factors that have limited export of Japan’s cutting-edge mobile phone innovations.

    Yet Japan’s lack of global clout is all the more surprising because its cellphones set the pace in almost every industry innovation: e-mail capabilities in 1999, camera phones in 2000, third-generation networks in 2001, full music downloads in 2002, electronic payments in 2004 and digital TV in 2005.

    Despite their advanced hardware, handsets here often have primitive, clunky interfaces. Because each handset model is designed with a customized user interface, development is time-consuming and expensive, said Tetsuzo Matsumoto, senior executive vice president at Softbank Mobile, a leading carrier. “Japan’s phones are all ‘handmade’ from scratch,” he said. “That’s reaching the limit.”

    ChittahChattah Quickies

    • Exercises in Style – 99 visual retellings of the same story – Matt Madden's visual version, where the same one-page story is told in graphic novel form 99 different ways.
    • Exercises in Style – 99 retellings of the same story – Exercises in Style, written by Raymond Queneau is a collection of 99 retellings of the same story, each in a different style. In each, the narrator gets on the "S" bus (now no. 84), witnesses an altercation between a man (a zazou) with a long neck and funny hat and another passenger, and then sees the same person two hours later at the Gare St-Lazare getting advice on adding a button to his overcoat.
    • Wally Wood’s 22 Panels That Always Work – "Wood created this piece not for others, but as a reminder to himself to not become bogged down in unproductive eddies" – like Oblique Strategies or McLuhan's Distant Early Warning Cards, this is another go-to set of tools for a creative problem (in this case, how for comic illustrators to present information in different ways)
      (via waxy)

    ChittahChattah Quickies

    • Home Burials Offer an Intimate Alternative – Advocates say the number of home funerals, where everything from caring for the dead to the visiting hours to the building of the coffin is done at home, has soared in the last five years, putting the funerals “where home births were 30 years ago,” according to Chuck Lakin, a home funeral proponent and coffin builder in Waterville, Me.

      The cost savings can be substantial, all the more important in an economic downturn. The average American funeral costs about $6,000 for the services of a funeral home, in addition to the costs of cremation or burial. A home funeral can be as inexpensive as the cost of pine for a coffin (for a backyard burial) or a few hundred dollars for cremation or several hundred dollars for cemetery costs.

    Garbage and Municipal Branding

    fashioncenter
    The Fashion Center garbage bags, Fashion District, New York City, 2004

    leuvengarbage
    Stadhuis garbage bags, Leuven, Belgium, 2009

    While there is likely a practical driver to these branded garbage bags (controlling the distribution of the special bags ensures that only authorized parties can make use of garbage pickup services), it’s surprising to see them labeled with symbols of pride. Sure, every surface is a branding opportunity and every communication is a change to stay on message, but is this a good thing or a bad thing here? And does it differ between residents and visitors?

    ChittahChattah Quickies

    • ColaLife is a campaign to get Coca-Cola to open up its distribution channels in developing countries to carry much needed 'social products' – …such as oral rehydration salts and high-dose vitamin A tablets (that might retro fit into existing shipping hardware)
      It was launched by Simon Berry, who had an idea while working on the British Aid programme in 1988 "Maybe by dedicating one compartment in every 10 crates as ‘the life saving’ compartment?" Having made no progress with the idea for 20 years, Simon decided to try once more but this time using the convening power of the internet. Since floating the idea on his blog in May 2008, he has managed to create a huge community around the campaign, through a Facebook group and appearances on Radio 4’s iPM programme. He is now in discussions with Coca-Cola and is looking to engage with an international NGO to move the project forward.

      ColaLife is an independent and purely voluntary movement backed by thousands of supporters on its Facebook Group. ColaLife is not an organisation.

    What is advertising really selling us?

    The Boing Boing post about ludicrous advertising claims echoed an earlier post here (Products with (fake) benefits) and brought to mind this photograph I took recently in downtown San Francisco, entering a BART station.

    happiness
    Who says you can’t buy happiness?

    At least Twix, Red Bull and SoyJoy have an element of ironic bemusement in their claims, but McDonald’s is playing it pretty straight: buy this and you will be happy. Does this sort of pronouncement raise an eyebrow anymore? Do we actively or passively subscribe to that premise?

    ChittahChattah Quickies

    • Shudder: Ford is using "Invented characters" to get everyone on the same page – Antonella is the personification of a profile created from demographic research about the Fiesta’s target customer, said Moray Callum, executive director of Ford Americas design.

      Ford is using characters like Antonella to bring a human element to the dry statistical research drawn from polls and interviews. Based on psychological profiles, these characters are a more modern version of the “theme boards” that designers once covered with snapshots and swatches of material to inspire a design. They are also like avatars, those invented characters used in online games and forums to symbolize a participant’s personality.

      “Personalizing gives context to the information we have. Sometimes the target demographics are difficult to relate to by, say, a 35-year-old male designer.

      “We found in the past that if they didn’t understand the buyer, designers would just go off and design something for themselves,” he added.

    • All of the highbrow talent lavished on lowbrow fare – Frank Bruni riffs on shifting trends in food and tastes as informed (or exacerbated) by the Internet's power to bestow a laser-like focus on the details of the details. Cupcakes, donuts, hot dogs, hamburgers, but what does it all mean?

    Personas Leaking Outside the Enterprise

    Yesterday’s NYT article about Ford using personas raised one of my big concerns about the process, where a design process artifact becomes (inappropriately) a marketing artifact.

    The designers imagined her life in detail in a video, “A Day in the Life of Natasha.” Several human models were screen-tested before one, who looks vaguely like Audrey Hepburn, was chosen to appear in the video. The video was also convenient for explaining the car to the press and public.

    Here’s an egregious example of persona-think gone mad: In the “Intel Process Personalities” contest, they put forth a number of personas
    intel1intel2 and asked online readers “What kind of PC junkie are you?” and “What superhero powers would your ideal notebook PC have?” People submitted their answers online and a six were chosen to be profiled in followup advertising. Here’s one:

    intel6intel5intel4intel3

    Five other real people are similarly profiled in the 3-page ad.

    It’s just disturbing to see corporations decide that there are 6 mutually exclusive customer types and ask people then to identify themselves as a Frequent Flyer, a Cafe King, or (yecccchhhh) The Multimedia Monkey. I don’t aspire to be any of those characters. While I may have a set of needs, behaviors, and preferences that align me with other folks, it’s audacious of the company to set up categories and ask me to fit myself into them. And when it’s as ham-fistedly awkward as this (i.e., The Blogger is involved in “posting timely twitters updates”) it’s even more insulting.

    Now, this is marketing, not user research, but it’s bringing in user research as semiotics in a way that devalues the real work of researchers and participants. “What superhero powers would your ideal notebook PC have?” is a great question in participatory design, but smug as part of a contest.

    Kudos to Intel to using real people in these profiles (admittedly, I assumed they were fake until I read the fine print) but shame on Intel for exposing their patronizing “segmentation” and offering goods in exchange for people identifying themselves within those caricatures.

    For more anti-persona ranting, we’re happy to pass along the now-classic interactions column Persona Non Grata upon request.

    Old Navy customers are glamour-seeking automatons?

    Old Navy is using “modelquins” (?) in their advertising, including a circular evoking US Weekly, called ON Weekly.
    onweekly
    onweekly2

    These little people are kinda creepy. Old Navy has put out a body of ironic advertising poking at glamor and celebrity culture, and here you’ve got these representative ordinary customers who are on the red carpet and subject to gossipy rumors, so at one level the message may be that Old Navy offers a step into the silly trashy world that we enjoy consuming and perhaps aspiring too. You too can be a celeb, but not a high-maintenance one. At the same time, in order to be that celebrity and be press-worthy, you’re going to have to give up your individuality and human character and become, well, plastic.

    The campaign features people of all ages, but somehow the emphasis on tweens and teens in the ON Weekly seems just a bit inappropriate.

    ChittahChattah Quickies

    • Chicago's Sears Tower is now Willis Tower – Willis Tower was to be introduced to Chicago by Mayor Richard M. Daley and others on Thursday during a public renaming ceremony hosted by Willis Group Holdings. The London-based insurance brokerage secured the naming rights as part an agreement to lease 140,000 square feet of space on multiple floors of the building, and has said it plans to bring hundreds of jobs to the city. The 110-story skyscraper has been known as Sears Tower since it opened in 1973. Its original tenant, Sears Roebuck and Co., moved out in 1992 but its sign stayed. The company's naming rights had expired in 2003, but it continued to be called the Sears Tower. A real estate investment group, American Landmark Properties of Skokie, now owns the 1,450-foot-tall building.

    ChittahChattah Quickies

    • How commercial software products are developed (or "get some empathy for clients, right here") – I worked on the "Windows Mobile PC User Experience" team. This team was part of Longhorn from a feature standpoint but was organizationally part of the Tablet PC group. To find a common manager to other people I needed to work with required walking 6 or 7 steps up the org chart from me. My team's raison d'etre was: improve the experience for users on laptops, notebooks and ultra-mobile PCs. Noble enough. Of course the Windows Shell team, whose code I needed to muck about in to accomplish my tiny piece of this, had a charter of their own which may or may not have intersected ours.

      My team had a very talented UI designer and my particular feature had a good, headstrong program manager with strong ideas about user experience. We had a Mac [owned personally by a team member] that we looked to as a paragon of clean UI. Of course the Shell team also had some great UI designers and numerous good, headstrong PMs who valued (I can only assume) simplicity and so on.

    • Not quite-credible story about Best Buy differentiating on making technology usable/understandable – Mr. Dunn said he wanted to create an atmosphere where consumers were attracted not just to products but also to services that help them master fast-changing technology and configure and connect devices.

      One of Best Buy’s main competitive strategies has been services, something it has done better in the past than any national electronics retailer. That translates into selling product warranties, or help with installing a home theater or configuring a computer.
      Mr. Dunn said a chief example of the kind of thing Best Buy wants to be known for is a service it calls Walk Out Working that it began introducing in May 2007. The service, which is free, helps consumers configure new mobile phones so that when they leave the store they are able to use features like music playback and Web surfing.

      …He argues that [other retailers] cannot compete with Best Buy when it comes to offering individual service, explaining technology to customers and charging to help them adapt to it.

    • Jobless Benefits Web Site Adds Insult to Injury – Jobless people seeking information about their benefits on the Brazilian Labor Ministry's Web were forced to type in passwords such as "bum" and "shameless." A private company that created the site's security system is blamed; its contract with the ministry wasn't being renewed, which may have prompted the pranks.

    ChittahChattah Quickies

    • The Nike Experiment: How the Shoe Giant Unleashed the Power of Personal Metrics – Using a flood of new tools and technologies, each of us now has the ability to collect granular information about our lives—what we eat, how much we sleep, when our mood changes.
      Not only can we collect that data, we can analyze it, looking for patterns, information that might help us change both the quality and the length of our lives. We can live longer and better by applying, on a personal scale, the same quantitative mindset that powers Google and medical research. Call it Living by Numbers—the ability to gather and analyze data about yourself, setting up a feedback loop that we can use to upgrade our lives, from better health to better habits to better performance.
      Nike has discovered that there's a magic number for a Nike+ user: 5. If someone uploads only a couple of runs to the site, they might just be trying it out. But once they hit 5 runs, they're massively more likely to keep running and uploading data. At 5 runs, they've gotten hooked on what their data tells them.
    • To Sleep, Perchance to Analyze Data: David Pogue on the Zeo sleep monitoring system – Just watching the Zeo track your sleep cycles doesn’t do anything to help you sleep better. Plotting your statistics on the Web doesn’t help, either.

      But the funny thing is, you do wind up getting better sleep — because of what I call the Personal Trainer Phenomenon. People who hire a personal trainer at the gym wind up attending more workouts than people who are just members. Why? Because after spending that much money and effort, you take the whole thing much more seriously.

      In the same way, the Zeo winds up focusing you so much on sleep that you wind up making some of the lifestyle changes that you could have made on your own, but didn’t. (“Otherwise,” a little voice in your head keeps arguing, “you’ve thrown away $400.”)

      That’s the punch line: that in the end, the Zeo does make you a better sleeper. Not through sleep science — but through psychology.

    • Baechtold's Best photo series – While they are framed as travel guides, they are really more visual anthropology. A range of topics and places captured and presented in a compelling and simple fashion, illustrating similarities and differences between people, artifacts, and the like.
    • It's girls-only at Fresno State engineering camp – This is the first year for the girls-only engineering camp. Its goal is to increase the number of female engineering majors at Fresno State, which lags behind the national average in graduating female engineers. Nationwide, about 20% of engineering graduates are women. 20 years ago the national average was 25%. At Fresno State, only 13% of engineering graduates are women.

      Jenkins said he hopes the camp will convince girls "who might not have thought about it" that engineering is fun, and entice them to major in engineering.
      (via @KathySierra)

    • Selling Tampax With Male Menstruation – This campaign, by Tampax, is in the form of a story featuring blog entries and short videos. The story is about a 16-year-old boy named Zack who suddenly wakes up with “girl parts.” He goes on to narrate what it’s like including, of course, his experience of menstruation and what a big help Tampax tampons were.

    ChittahChattah Quickies

    • UK teen sex education pamphlet emphasizes sex sex as healthy and pleasurable rather than warning about disease – "Health officials are trying to change the tone of sex education. The new pamphlet, called "Pleasure," has sparked some opposition from those who believe it encourages promiscuity among teens in a country that already has high rates of teenage pregnancy and sexually transmitted diseases."

      Regardless of what you think of this morally, politically, etc., it's a powerful example of reframing a discussion and challenging closely-held beliefs in order to innovate.

    • Slides and audio posted for “Well, we did all this research … now what?” at BayCHI – BayCHI has relaunched podcasts and my recent BayCHI talk is among the first to be posted. You can listen to the audio, or you can watch the slides with embedded audio."Steve Portigal introduces a framework for synthesizing raw data into insights, and then creatively using those insights to develop a range of business concepts that respond to those insights and integrate a fresh, contextual understanding of a customer's unmet needs."

    ChittahChattah Quickies

    • Japanese robots not finding their market, recession and high prices blamed (but not fundamental mismatch between need and solution?) – Roborior by Tmsuk — a watermelon-shape house sitter on wheels that rolls around a home and uses infrared sensors to detect suspicious movement and a video camera to transmit images to absent residents — has struggled to find new users. A rental program was scrapped in April because of lack of interest. Though the company won’t release sale figures, it has sold less than a third of the goal, 3,000 units, it set when Roborior hit the market in 2005, analysts say. There are no plans to manufacture more.

      That is a shame, Mariko Ishikawa, a Tmsuk spokesman, says, because busy Japanese in the city could use the Roborior to keep an eye on aging parents in the countryside. “Roborior is just the kind of robot Japanese society needs in the future,” Ms. Ishikawa said.

      Sales of a Secom product, My Spoon, a robot with a swiveling, spoon-fitted arm that helps older or disabled people eat, have similarly stalled as caregivers balk at its $4,000 price.

    • Chris Anderson on the differences between scarcity thinking and abundance thinking – When scarce resources become abundant, smart people treat them differently, exploiting them rather than conserving them. It feels wrong, but done right it can change the world. The problem is that abundant resources, like computing power, are too often treated as scarce.

    Breathe their air

    algebraist

    In Iain M. Banks’ “The Algebraist”, the protagonist Fassin Taak is a “Slow Seer” who spends years embedded alien cultures (including the complex Dwellers), engaging in conversation and seeking insight, in an activity referred to as “delving.” Because he favors traveling to these other planets in person, he is challenged by the establishment who prefer more efficient methods [boldface emphasis mine].

    “Have you tried remote delving recently?”
    “Not for a long time,” Fassin admitted.
    “it’s changed,” Pagges said, nodding. “It’s much more lifelike, if you know what I mean; more convincing.” Paggs smiled. “There have been a lot of improvements over the past couple of centuries.”

    Ganscerel patted his arm again. “Just try it, will you, Fassin? Will you do that for me?”
    Fassin didn’t want to say yes immediately. This is all beside the point, he thought. Even if I didn’t know there was a potential thread to Third Fury, the argument that matters is that the Dwellers we need to talk to just won’t take us seriously if we turn up in remotes. It’s about respect, about us taking risks, sharing their world with them, really being there.

    In Seventeen ways to not suck at research, number 9 was Breathe their air, my response to the increasing desire for remote ethnographic-like methods. I think the insight and empathy that is gained from getting out of our own environment is essential, and as Banks points out, showing up on someone else’s planet is a a very effective way to start building rapport.

    (Ironic detail given my choice of metaphor: Dwellers reside in/on gaseous planets, so Fassin actually visits them encased in a pressurized vehicle, and never literally breathes their air).

    Also see Great interviewing means feeling the subtext

    ChittahChattah Quickies

    ChittahChattah Quickies

    • Core77 launches a product: a limited edition "curated" bike with a $1500 price tag – Core77 has been insanely brilliant at facilitating design discourse and ultimately design itself for a very long time. They've experimented before in launching their own product, I think, (I seem to recall a shoe) but this is a big leap, with this fancy-shmancy bike. To those that know what makes for a great bike, it may be a truly wonderful object, but it seems to manifest the worst part of design: elite hipsters making artificially cool stuff for other designers who revel in the semiotics of exclusivity, rather than what I believe Core77 can better champion: the design field of talented passionate people solving tough problems in unique, beautiful and successful ways. I challenge Core77 to take this (hopefully successful) experience in Launching Products (no doubt an insanely difficult thing) and apply it next to Launching Products That Make A Difference To Everyone (or at least Helping Others To…). The MoMA design world doesn't need Core77, but the real design world so badly does.
    • R.I.P., Oscar Mayer – The 95-year old retired company chairman dies. He was actually the third Oscar Mayer to run the company, co-founded in the 1890s by his grandfather, Oscar Mayer. "They began using the Oscar Mayer brand name in the 1920s, stamping it on the country's first packaged, sliced bacon, which the Mayer brothers introduced in 1924 — an innovation that earned them a U.S. government patent."

    Now online: summary of “Well, we did all this research – now what?” at BayCHI

    Keith Rayner (krayner@kemarra.com) has put together a detailed summary of last month’s BayCHI presentation featuring Kate Rutter and I each sharing our approaches for going from research to design. Hit the link for the whole review, but here’s an excerpt:

    In a fascinating, interactive pair of presentations on product and services design, the audience gained valuable insights into design thinking and the design process. Both presenting companies, Adaptive Path and Portigal Consulting, help companies with the design process for product and services creation and improvement. The session dispelled any notion that these companies work in an intellectual ivory tower, remote from their clients. We saw how their methodologies effectively engage a client in the process, and how the design concepts get pushed through to final product creation. As an added bonus the audience got to join in, be creative and become part of the design process ourselves.

    Steve is often asked by clients to help designers determine what’s going on with their products and services and find out what the future holds. For Steve, conducting research and turning field data into insights consists of two main aspects:

    • Synthesis – turning field data into insights
    • Ideation – turning insights into solutions

    I’ll be running a half-day version of this workshop at EPIC later this summer as well a shorter version to be held in an East Coast city late fall (TBA).

    Great interviewing means feeling the subtext


    I was inspired when I came across this bit from John le Carré’s “A Most Wanted Man”

    And again Bachmann let the observation pass. A halfway-decent interrogator, he liked to preach…doesn’t smash the front door down. He rings the front doorbell, then goes in at the back entrance. But this was not the reason he held off, as he later confessed to Erna Frey. It was the other music that he was hearing: the feeling that, while she was telling him one story, he was listening to a different one, and so was she.

    A number of great interview principles here (can you think of any others?)

    • Ease your way along
    • Pay attention to your feelings about what information is lurking ahead
    • Don’t force subtext to become text

    This is not a process of ask-question-collect-answer-repeat. It’s filled with wonderful subtleties and nuances. Bachmann, le Carré’s interrogator, has a good handle on them as they apply to his context.

    ChittahChattah Quickies

    • Lu's: A Pharmacy for Women is North America's first women-only pharmacy – In Vancouver's tough Downtown Eastside where many pharmacies feel risky because they focus on dispensing methadone to heroin addicts. The welcoming atmosphere of the new full-service pharmacy was designed in conjunction with the University of British Columbia's school of architecture.
    • Alaska Airlines to fly San Jose-Austin 'nerd bird' – The route which connects the two tech hubs has been dropped by American, the original Nerd Bird carrier, and then picked up by Alaska, starting September 2.
    • Would you like ketchup with your cake? – To commemorate its Canadian centennial and thank Canadians for 100 years of support, Heinz has created The Great Canadian Heinz Ketchup Cake — an ideal dessert for any celebration. It's red, perfectly spiced and delicious. Think carrot cake without all the work. "We all think of ketchup as the perfect complement to hotdogs, hamburgers and fries, but its unique taste makes ketchup an ideal flavour enhancer for many recipes, including desserts," explains Amy Snider. The professional home economist and culinary nutritionist works with Heinz. "Heinz Ketchup not only adds great flavour to the cake, but it also creates a wonderfully moist texture."

      (Thanks, Mom)

    ChittahChattah Quickies

    • BusinessWeek looks at how Steelcase went from user research data to insights to opportunities – "But most innovations depend on nontraditional research methods—ethnographic studies, customer-created collages, and so on—that can't easily be sliced and diced in Excel. That means synthesis can be one of the most challenging steps in the innovation process." This is an issue I'll be addressing in my upcoming workshop at EPIC 2009 "Moving from Data to Insights to Opportunities"
    • The Museum of Forgotten Art Supplies – Not technically a museum (or even an Internet museum) as they've really just aggregated images that represent tools and ways of working that have or are in the process of obsoleting.

    Get our latest article, Ships in the Night (Part II): Research Without Design?

    prototype
    My latest interactions column, Ships in the Night (Part II): Research Without Design? has just been published.

    Our client had the right idea-get feedback on something unfinished in order to improve the finished product. Unfortunately, aspects of the object were so unfinished that people were unable to make the leap from the prototype (excuse me, appearance model) to the real thing, and the outcomes shifted away from usability and aesthetics toward high-level concept validation. Given that, there’s always the opportunity to create something specifically to provoke people around the deeper issues we want to explore.

    Get a PDF of the article here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

    Be sure to read Ships in the Night (Part I): Design Without Research? as well.

    Related: Steve Portigal speaks at User Research Friday – Design and Research, Ships in the Night?

    Other articles

    ChittahChattah Quickies

    • Lou Rosenfeld revisits an old engagement where the client sought to dissuade usage – What they told me was that they didn't really want to make it easy for veterans—those people risking their lives for their country—to learn about the health benefits that they were entitled to. And that taxpayers had committed to funding. All to save money—and for what??

      IT issue? Not. It was an issue of business model design, and this particular business model was shrouded in a sick morality emanating from the top levels of the VA's management structure. Absolutely immorally, shamefully, and horribly sick.

      [With the theme of persuasion, manipulation, and user-centeredness floating around lately, good to consider an example where the organization goals are 180 degrees from the user's supposed goals]

    • Citations for California drivers not using hands-free are on the rise – Seems like there was good compliance when the law was first passed but the numbers are climbing back up. One might think the best way to drive adoption of a product/service/behavior is to make it legally mandated but people are citing the poor user experience with Bluetooth headsets as a reason/rationalization for ignoring the law. "Sometimes, it can be more dangerous to figure out your Bluetooth than just to pick up the phone."

    Full Nelson

    A fun read at Metropolis on the ‘good old days’ at Nelson & Company.

    Irving Harper tells a story about developing his iconic Marshmallow sofa:

    How did the Marshmallow sofa come about? One weekend, I thought about doing an upholstery unit, and wondered, Is there any way to do a sofa out of reproducible parts that could be done as if fitted out to a frame? I cooked up this model out of a checkers set, and I stuck the checkers disks on a metal frame, and it looked good to me. So I drew it up, brought it in, and that was the birth of it.

    Harper’s story is testimony to the power of mocking up an idea. So when you or your team are in an idea-generating mode, go for it. Make ideas visible. Try things out. You never know where the exploration might lead…

    body-interface-device4
    Prototyping a body-mounted interface device using coat hanger, rubber bands, and Logitech mouse

    ChittahChattah Quickies

    • Denny's is trying to restake its claim as a nocturnal hot spot for young adults. – The restaurant chain has been trying to set a different scene for night owls. Between the hours of 10 p.m. and 5 a.m. it pipes in rock and country music and it is scheduling after-concert parties for up-and-coming bands. It has added late-night menu items fashioned by well-known musicians including Rascal Flatts and Good Charlotte. On Tuesday, singer Jewel is slated to concoct a new Denny's menu item at a New York test kitchen.

      Denny's last year created the "Allnighter" program, which includes adopting emerging musicians and offering a "rockstar" menu for night patrons. It gives adoptees $1,000 in Denny's gift cards so they can eat while touring. Then, Denny's uses Twitter and MySpace to inform its target market of 18- to 24-year-olds when and where the adopted bands' after-parties will be held and when new menu items are added.

      The program itself hasn't been as big of a hit, though. The chain of more than 1,500 restaurants said late-night traffic has increased just 5%.

    Workshop open for registration: Moving from Data to Insights to Opportunities

    home_2009

    My EPIC 2009 workshop Moving from Data to Insights to Opportunities is now open for registration. It takes place September 1 in Chicago.

    One of the most persistent factors limiting the impact of ethnography in business is that research projects often stop with a cataloging findings and implications rather than generating opportunities that directly enable the findings. How can designers and researchers work with ethnographic data to create new things for business to do?

    Participants in this workshop will learn an effective framework for synthesizing raw data into insights, and then creatively using those insights to develop a range of business concepts that respond to those insights. While the framework includes a step to identify key filters that will ultimately prioritize across all generated concepts, the emphasis in this workshop will be to think as broadly as possible during ideation, truly strengthening the creative link between “data” and “action.” By the end of the workshop, participants will have developed a range of high-level concepts that respond to a business problem and integrate a fresh, contextual understanding of that problem.

    This workshop is a lot of fun to lead and, as we’ve heard, fun and informative to participate in. Earlier this year it sold out at Interaction 09, and was enthusiastically received in its abbreviated format at San Francisco’s Interaction09 Redux and BayCHI.

    Hope to see you there!

    ChittahChattah Quickies

    • Robert Fabricant of frogdesign considers whether understanding users means that design is or isn't persuasive/manipulative – How do we decide what the user really 'wants to achieve'? The fact is that there are a host of different influences that come to bear in any experience. And a host of different needs that drive user behavior. Designers are constantly making judgment calls about which 'needs' we choose to privilege in our designs. In fact, you could argue that this is the central function of design: to sort through the mess of user needs and prioritize the 'right' ones, the most valuable, meaningful…and profitable.

      But according to what criteria? These decisions, necessarily, value judgments, no matter how much design research you do. And few designers want to be accountable for these decisions. From that perspective, UCD, starts to seem a bit naive, possibly even a way to avoid accountability for these value judgments.

      [Obviously no easy answers here; even defining the terms for the discussion is challenging, but the dialog between Robert and others is provocative]

    • Dave Blum, treasure hunt designer, offers 100 treasure hunts around the world – I was always a puzzle and a game kid. I had a friend when I was growing up in Millbrae, Mike Savasta, and he and I were just board game and card game fanatics. Monopoly, Life, Sorry, Stratego.

      In college, I played thousands of games of cribbage. I like the intellectual challenge, the analytical challenge. I'm very much a "play-it-by-ear" kind of guy, so I like a game where you have to think on your feet.

      After college, I lived in Japan for 3 1/2 years and taught English. Then I spent 11 months traveling through Asia and Europe, and when I came back to San Francisco, I worked in tourism for a while. I said, "I need to find a career that I really love." I thought if I could combine group work, travel, games and puzzles – that would be the ultimate job. I started Dr. Clue in 1995.

    The Normal Vibrations

    In Jimmyjane’s Sex Change Operation I described how Jimmyjane had used design to normalize and shift the meaning of sex and sexuality away from dirty. Although Jimmyjane isn’t mentioned specifically, this article further illuminates this cultural moment:

    “What this tells us is we’ve reached a tipping point,” said Debby Herbenick, an author of the studies along with her Indiana University colleague Michael Reece. “Something once regarded as exotic has become commonplace.”

    The surveys, conducted in April 2008 and paid for by Church & Dwight, which makes Trojan condoms and a line of vibrators, document vibrator use and the related sexual practices of 2,056 women and 1,047 men; 93 percent of those surveyed said they are heterosexual.

    The researchers attribute the widespread use to easier availability and a cultural shift away from the bad ol’ boy, Triple-X-rated sex toy industry. Vibrators are now sold at Wal-Mart, 7-Eleven and CVS; new Internet sites for sex products feature middle-aged models and aim at mainstream couples. Several companies market sex toys to women as young as sorority sisters and as old as postmenopausal golden girls through Tupperware-style home parties.

    “You can now buy your toothpaste, shampoo and vibrator at the local convenience store,” Dr. Herbenick said. “They’re not hidden in a dark corner of some adult store.”

    This is the first vibrator research based on a sampling reflective of the nation’s demographic mix, so there is no means of authoritatively measuring changing use over time.

    ChittahChattah Quickies

    • Mini places last in J.D. Power quality study – but mfr. thinks this is a good thing? So what is "quality"? – Mini says it deliberately engineers quirks into its cars, like oddly placed dashboard controls or unusual interior lighting, that drag down its ratings in such studies. But Jim McDowell, vice president of Mini's U.S. operations, said those design features are central to the brand's personality.

      "Mini has some idiosyncrasies that we engineer into our cars. We want to make our cars remarkable little cars." McDowell attributed Mini's poor performance in J.D. Power's most recent study to design quirks like the windshield wiper control. In the Mini, it's a button that presses rather than a knob that turns. Its cars feature adjustable ambient light colors ­ not an option you're likely to find in your standard Dodge Ram pickup.

      J.D. Power says the top five problems reported in the overall study were wind noise, air conditioner or heater control problems, interior scuffing, audio control problems and brake noise.

    ChittahChattah Quickies

    • Margo Jefferson's book On Michael Jackson – A thoughtful cultural criticism cum biography of the Gloved One, from 2006. I bought it after hearing her interviewed on NPR, and listening to her pull together so many cultural threads in looking at what Jackson did or didn't do and how he did or didn't do it was fascinating. Considering the "freak" that Jackson became in context with the history of black entertainment, minstrel shows, Mr. Bojangles dancing with Shirley Temple, etc. What it all has meant for so long and how to look at Jackson in that light, pretty interesting stuff. Admittedly, the book didn't live up to the excitement and thought provocation that the interview (which I sadly can not track down) on the radio had, but still a worthy read when you want to be topical but keep away from the tabloid-level discussions.

    Transformers

    Most companies would like their products and services to be something consumers have a relationship with; more than just a consumable good. Emotional relationships between people and things are one of the holy grails of product development.

    Yet, in our research, we hear over and over from people that they simply don’t think this way about many of the products in their lives (particularly electronic goods).

    Cars, however, are different. Cars get discussed fondly, wistfully, and passionately. They get named. They have histories.

    As testament to cars’ tremendous resonance, look at the popularity of the Fast and Furious movies. And of the new Transformers film, which features vehicles as both heroes and villains, and which just bagged the highest weekday opening gross in movie history–despite being described (before the opening) by many in the media as a bad movie.

    A number of factors about cars–perhaps the way they contribute to our personal histories, the level of complexity that lends them “personality,” the patina they acquire over time–transform them for many of us from mere objects into relationship material.

    camaro-t_shirt
    Camaro t-shirt, official licensed GM product, bought for $7.50 at Crossroads Trading used clothes

    But products that are more towards the consumable end of the spectrum can also evoke emotions and create a sense of relationship. I think about Topps Bazooka bubble gum from my childhood–one of the most literally consumable products–and how evocative it remains, many years after I’ve ceased being a “user.”

    bazooka-gum
    Topps Bazooka Gum, photo by Sarah Lillian on Flickr

    What’s it like for you? What are the ingredients that differentiate between just using something, and having a richer type of experience?

    Related posts:

    Object Love, Object Lust…
    Packaging Surprise
    Rage With The Machine
    Miata Farewell

    Take It from Consumers: Simpler Is Better

    pir_logo
    I’ve got a short article in the latest issue of Photo Reporter (a trade journal for the imaging industry). Check out the PDF here.

    These problems should be obvious, yet manufacturers consistently fail to take them into account in their product development efforts. “Ease of use” has become a buzz phrase commonly uttered in consumer electronics circles, but technology manufacturers have a different mindset than their customers. They seem to think people want an endless array of features, and they continue to market products based on that.

    We’re finding consumers would trade a lot of the excess functionality built into their digital cameras, cell phones and other devices for a less complicated and ultimately more rewarding user experience. Perhaps now is the time to listen to consumers a little more closely. There’s a significant opportunity for companies to embrace the consumer’s burning desire for simplicity.

    ChittahChattah Quickies

    • In Recession, Strategy Shifts for Retail – It's hard to parse this piece; it's about a lot of cost-cutting stuff that is happening in retail but the tone suggests that these are innovative ways for companies to be more responsive (better customer service? better localization of products?) and integrated (linking the in-store and online experiences?). I'm skeptical and don't believe the concluding statement that this is happening because we're not spending in stores like we used to, it's too close to the whole "innovate your way out of a recession" talk and I don't think retail is an adaptable industry to take on a frame shift like that.
    • An evolutionary perspective on what we display to others with our consumption (not clear how there's anything new here, though) – Instead of running focus groups and spinning theories,marketers could learn more by administering scientifically calibrated tests of intelligence and personality traits. If marketers understood biologists’ new calculations about animals’ “costly signaling,” they’d see that Harvard diplomas and iPhones send the same kind of signal as the ornate tail of a peacock.

      Sometimes the message is as simple as “I’ve got resources to burn,” the classic conspicuous waste demonstrated by the energy expended to lift a peacock’s tail or the fuel guzzled by a Hummer. But brand-name products aren’t just about flaunting transient wealth. The audience for our signals care more about the permanent traits measured in tests of intelligence and personality, as Dr. Miller explains in his new book, “Spent: Sex, Evolution and Consumer Behavior.”

    ChittahChattah Quickies

    • 'Magic Fingers Vibrating Bed' inventor dies at 92 – The inventor of the "Magic Fingers Vibrating Bed," which brought weary travelers 15 minutes of "tingling relaxation and ease" for a quarter in hotel rooms across America during its heyday as a pop culture icon in the 1960s and '70s, has died.
    • Vending machines for Gold? – While it's just a plan at this point, it seems that the idea is more about disruption and promotion than simply "vending."
    • Let’s Embrace Open-Mindedness – My article published at Johnny Holland, considering the challenges in living up to the standard we set for ourselves. And there's a story about cheese, too!
    • Why some cultural products and styles die out faster than others – To investigate how cultural tastes change over time, Berger and Le Mens analyzed thousands of baby names from the past 100 years in France and the US. (Because there is less of an influence of technology or advertising on name choice, baby names provide a way to study how adoption depends on primarily internal factors.) The researchers found a consistent symmetry in the rise and fall of individual names; in other words, the longer it took for a name to become popular, the longer it took for the name to fade out of popularity, and thus the more staying power it had compared to names that quickly rose and fell. The effect was robust, occurring in both countries and across various time windows.

      According to the results, the quicker a cultural item rockets to popularity, the quicker it dies. This pattern occurs because people believe that items that are adopted quickly will become fads, leading them to avoid these items, thus causing these items to die out.

      (via Lone Gunman)

    Challenge: Keep our minds open

    Johnny Holland has published my latest article, Let’s Embrace Open-Mindedness.

    A few months earlier, however, I gazed at the edge of my comfort zone and decided not to cross: walking through Santa Monica we came upon the Independent Spirit Awards ceremony. Crowds of people were gathered, waiting for a glimpse of the stars. We found the serious autograph hounds who were there with portable plastic bins stuffed with headshots for signing (and reselling on eBay). It was a definite subculture: people filled each other in about the unspoken rules: what happens when a celeb approaches, when to use your Sharpie, how to hand it to them, and so on. I was fascinated but my obvious outsider/passerby status felt like a barrier. And then I saw a woman covered in tattoos, where each tattoo was a signature. I realized her particular shtick was to get autographs and then go directly to the tattoo parlor to have that autograph made permanent (the ultimate version of “I’ll never wash this hand again!”). I watched her and the group for a while, and thought about whether or not I would ask her for a picture. There was something slightly wild about her and I couldn’t figure out how to make the request. Sure, in the cold light of these pixels, it’s easy to think “What’s the worst that could happen?” but in the moment itself we may deal with it less rationally. I was actively taking pictures during my trip and I really wanted a picture of this woman but I was never able to do it. As with the cheese, I did step outside the experience for a moment, look at where I wanted to go, and decide whether I was able to cross that gulf. Here, I couldn’t.

    ChittahChattah Quickies

    • American Airlines' 'Nerd-bird' flights between San Jose, CA and Austin, TX to end – The flights of mostly electrical engineers, computer programmers and other tech-savvy passengers have been run by American Airlines daily since 1992. Because the recession has cut sharply into business and other travel, American has announced it will discontinue its twice-a-day nonstop flights between the two tech centers as of Aug. 25.
    • Derivative (or, if you prefer, rip-off) book titles that capitalize on other successful books – Ultimately, the best locutions are those that credit quotidian, trivial objects with earthshaking influence, like “Cod: A Biography of the Fish That Changed the World,” by Mark Kurlansky. The more obvious the significance of the subject, the less successful the title. After all, where’s the element of surprise or wit in “A Man Without Equal: Jesus, the Man Who Changed the World”?

      Some of the more unlikely candidates endowed with superhuman powers by authors include “Tea: The Drink That Changed the World,” “Mauve: How One Man Invented a Color That Changed the World,” “Banana: The Fate of the Fruit That Changed the World” and “Sugar: The Grass That Changed the World.”

      The tricky part is gauging just when the magic wears off. “Essentially it works until it doesn’t work,” Mr. Dolan said, “and you hope you’re on the right side of that line.”

    ChittahChattah Quickies

    • NEA Highlights from 2008 Survey of Public Participation In The "Arts" – There are persistent patterns of decline in participation for most art forms such as classical music, jazz, opera, ballet, musical theater, dramatic plays, art museums and craft/visual arts festivals [Seems a rather limited/traditional definition of "art" – no popular music? no stand up comedy?]. Fewer adults are creating and performing art. Weaving and sewing remain popular as crafts, but the percentage of adults who do those activities has declined by 12 points. Only the share of adults doing photography has increased – from 12 percent in 1992 to 15 percent in 2008. Aging audiences are a long-term trend. Performing arts attendees are increasingly older than the average U.S. adult (45). The aging of the baby boom generation does not appear to account for the overall increase in age. Educated Americans are participating less than before, and educated audiences are the most likely to attend or participate in the arts

    ChittahChattah Quickies

    • American Made Utility Kilts for Everyday Wear – Their FAQ is clever/amusing, too.
      It is often suggested that Utilikilts* are not “real kilts.” This is 100% TRUE! “Real Kilts” are defined as: “A knee-length skirt with deep pleats, usually of a tartan wool, worn as part of the dress for men in the Scottish Highlands.” Utilikilts*, on the other hand, are manskirts (as are Scottish traditional kilts, and, for that matter, any M.U.G (Men’s Unbifurcated Garment). That being said, Utilikilts* are not Real Kilts, as in “I don’t need a Utilikilt*, I have a real kilt at home” And so the conversation begins; “Then why aren’t you wearing your real kilt on a gorgeous day like today?”

    ChittahChattah Quickies

    • New Yorker profile of Fred Franzia, the rather unpleasant character behind Charles Shaw wine (akaTwo Buck Chuck) – "You tell me why someone's bottle is worth eight dollars and mine's worth two dollars," he says. "Do you get forty times the pleasure from it?" With Two Buck Chuck, Franzia invented a category known as “super-value” wine. Cheap wine – so-called skid-row wine – is noting new; Franzia's idea was to make cheap wine that yuppies would feel comfortable drinking. He put Charles Shaw in a seven-hundred-and-fifty millilitre glass bottle, with a real cork, and used varietal grapes.
    • Offline, accurate quantitative usage data can be tough to capture – Advertisers rely on M.R.I.’s research. It measures how many readers a magazine has, including people who did not buy it but read a friend’s copy or flipped through it at the doctor’s office. It also profiles the readers of all the magazines, including their income levels, attitudes and toothpaste-buying habits.

      M.R.I. divides the country into representative neighborhoods and sends researchers to the zones to conduct a 45-minute interview, with 26,000 people a year, asking them to remember which magazines they have read in the last six months.

      The researchers leave behind a 104-page survey about what sort of television shows people watch, what kind of products they use, and what social or behavioral traits describe them. M.R.I. then tries to adjust its results so they represent the country.

      [But there are accuracy issues] While M.R.I. said Tennis magazine’s readership dropped almost by a third, its subscriptions and newsstand sales rose slightly.

    ChittahChattah Quickies

    • Gorilla Snot Cocktail Recipe – Measure the port into a brandy glass, the pour the Bailey's in. As the Bailey's enters the port it will solidify, forming a glob.
    • Gorilla Snot Musicians Gripping Resin – (thanks @trx0x) Gorilla Snot is a gripping aid. It has been developed by and for professionals who demand flexibility, functionality, and efficiency in the tools of their trade. A non-gooey, naturally refined tree rosin, Gorilla Snot reacts with your body's natural chemistry and heat output to retain a steady grip on picks drumsticks, bows, and any other hard to grip instruments.

      While playing, Gorilla Snot maintains an even consistency, but when you've finished, just separate your fingers for 20 or 30 seconds, and it dissolves completely! The gripping reaction is only effective when you activate it. It cannot stain instruments or clothing because it is entirely permeable to open air and dissipates completely.

    • Gorilla-Snot® Soil Stabilization & Dust Control from Soilworks® – Soilworks®, LLC is the innovator and manufacturer of Gorilla-Snot® soil stabilizer and dust control agent. It is the economy grade version of our Soiltac® soil stabilizer. Gorilla-Snot® is an eco-safe, biodegradable, liquid copolymer used to stabilize and solidify any soil or aggregate as well as erosion control and dust suppression.
    • Moco de Gorila – Snott Gorila Hair Styling Gel – Moco de Gorila® is a very strong hair gel made in mexico. It delivers strong lasting hold and it leaves absolutely no residues or flakes on your hair.
      Does Moco de Gorila Hair Gel have anything to do with real gorillas?
      No. Amusingly, this is a very frequently asked question. The only thing that comes from a Gorilla is its name.
      Can Moco de Gorila® be used by women?
      Yes. There is many women that use Moco de Gorila to keep their hair style all day long without leaving any residues.

      [I like the name, the brand, the rawness, the story, the cultural ping-ponging between white and Hispanic, the package design]

    ChittahChattah Quickies

    • Steven Johnson in TIME on Twitter and innovation – The speed with which users have extended Twitter's platform points to a larger truth about modern innovation. When we talk about innovation and global competitiveness, we tend to fall back on the easy metric of patents and Ph.D.s. It turns out the U.S. share of both has been in steady decline since peaking in the early '70s. (In 1970, more than 50% of the world's graduate degrees in science and engineering were issued by U.S. universities.)…

      But what actually happened to American innovation during that period? We came up with America Online, Netscape, Amazon, Google, Blogger, Wikipedia, Craigslist, TiVo, Netflix, eBay, the iPod and iPhone, Xbox, Facebook and Twitter itself. ..if you measure global innovation in terms of actual lifestyle-changing hit products and not just grad students, the U.S. has been lapping the field for the past 20 years.

      How could the forecasts have been so wrong? The answer is that we've been tracking only part of the innovation story.

    • New Yorker on the significant power of storytelling in the unfolding of the Parrot Flu outbreak in 1929-1930 – Press plays role in raising awareness, hype ensues (kill all parrots!), backlash ensues (Americans are hypochondriacs and there's no such thing as Parrot Flu), small but significant number of sicknesses and deaths (pre-antibiotics) occur, scientists triumph, National Institute of Health is founded. Curious to read this right after watching 1950s plague thriller "Panic in the Streets."

    ChittahChattah Quickies

    • UX guy complains about AA.com being crap and UX guy from AA.com responds – UX guy reprints email and then attempts to address corporate culture issue; strong opinions follow but most compelling part is the insight from the AA.com UX guy himself (known as Mr. X)

      "But—and I guess here’s the thing I most wanted to get across—simply doing a home page redesign is a piece of cake. You want a redesign? I’ve got six of them in my archives. It only takes a few hours to put together a really good-looking one, as you demonstrated in your post. But doing the design isn’t the hard part, and I think that’s what a lot of outsiders don’t really get, probably because many of them actually do belong to small, just-get-it-done organizations. But those of us who work in enterprise-level situations realize the momentum even a simple redesign must overcome, and not many, I’ll bet, are jumping on this same bandwagon. They know what it’s like."

    • Health management goes for ethnic marketing/customization: Asians and diabetes – Rice is a carbohydrate that is particularly unhealthy in large quantities for people with diabetes. That's why doctors and other health care providers are increasingly trying to develop culturally sensitive ways to treat Asians with diabetes – programs that take into account Asian diets, exercise preferences and even personality traits. "Diabetes is primarily a self-managed disease, and you have to try multiple approaches with different patients. But many of those are not culturally appropriate for Asians."

    ChittahChattah Quickies

    • The Ruins of Fordlândia – Henry Ford's miniature America in the jungle attracted a slew of workers. Local laborers were offered a wage of thirty-seven cents a day to work on the fields of Fordlândia, which was about double the normal rate for that line of work. But Ford's effort to transplant America– what he called "the healthy lifestyle"– was not limited to American buildings, but also included mandatory "American" lifestyle and values. The plantation's cafeterias were self-serve, which was not the local custom, and they provided only American fare such as hamburgers. Workers had to live in American-style houses, and they were each assigned a number which they had to wear on a badge– the cost of which was deducted from their first paycheck. Brazilian laborers were also required to attend squeaky-clean American festivities on weekends, such as poetry readings, square-dancing, and English-language sing-alongs.
    • Fordlandia: The Failure Of Ford's Jungle Utopia – Henry Ford tries to build a Midwestern American company town in Amazonian Brazil – for the rubber, even though you can't grow plantation rubber in the Amazon. Absolute epic failure results: they were unprepared both industrially and culturally. "But the more it failed, the more Ford justified the project in idealistic terms. "It increasingly was justified as a work of civilization, or as a sociological experiment," Grandin says. One newspaper article even reported that Ford's intent wasn't just to cultivate rubber, but to cultivate workers and human beings."
    • Report Non-Humans – Marketing for upcoming sci-fi flick District 9. See my interactions column "Interacting with Advertising" for more discussion on the "tricks" of hiding advertising in the aesthetics of real informational signage. Is it okay here because we're in on the joke?

    ChittahChattah Quickies

    • Overused Food Words (from 2007) – Now we know what's wrong with "crispy" – it should just be "crisp." But here's a more thought-out list of overused terminology.
    • The Seattle Times (from 2006): Say what? A guide to menu-speak – We've blogged this before, but it's fun to revisit. This explains the meaning of some of the obscure food items that are becoming more common on menus.
    • (From 2001) Menu Cliches – "piping hot"
      "garden fresh"
    • Village Voice's List of Overused Food Words – List includes Dollop, Slathered, Homey, Wilted, Toothsome, Nosh, Drizzled, Garlicky, Crispy, Eatery, Well-Browned but doesn't seem that they've really parsed the difference between effective description and overwrought cliche. How is "crispy" an overused word? Some commenters add some good words but others support my confusion over the premise.
      (via Eater SF)

    Goin’ Mobile

    We just launched an update to our site that provides a better experience for people browsing on mobile devices. Now you can keep up with All This ChittahChattah on your iPhone, Pre, Android, Blackberry, and what-have-you.

    Let us know if you notice anything awry!

    portigal_consulting_mobile

    chittahchattah_mobile

    Station to Station

    Today about 15 minutes apart I posted, “Digging in to a day of reading transcripts for one project and laying out findings for another” on Facebook and, “Wondering how many things I can do simultaneously before my head explodes” on my Twitter account.

    Seems like a contradiction: one describes a deep dive and the other a multitasking frenzy. Yet both are true–each post represents a different way of looking at time and the meaning of “now.”

    With all of the channels we have for letting each other know what we’re up to, there is a huge range of options for what to say where and to whom. And each channel and tool suggests different approaches.

    There’s no doubt that these modes of communication are and will affect our ways of writing, starting and maintaining relationships…even our way of conceptualizing time.

    ChittahChattah Quickies

    • Reasonable Consumer Would Know "Crunchberries" Are Not Real, Judge Rules – Judge England also noted another federal court had "previously rejected substantially similar claims directed against the packaging of Fruit Loops [sic] cereal, and brought by these same Plaintiff attorneys." He found that their attack on "Crunchberries" should fare no better than their prior claims that "Froot Loops" did not contain real froot.

      (via BoingBoing)

    • A Manhattan Writing Of Six Therapists – “Everybody comes in with their own stories, and they can be so staggeringly original,” said Bonnie Zindel, the psychoanalyst who started the writing group seven years ago. “We all need stories to make sense of our lives, we’re all wired to tell stories, and nature gave us that. For us, we wonder, ‘What is the story that our patients are telling?’ There are mother stories, father stories, ghost stories and the eternal universal story of a child trying to separate from its mother.”
    • 50 Scientifically Proven Ways to Be Persuasive – Read this post now, it won't last long! Most of our readers – including people like you – are already choosing to look at this post.

      (Lone Gunman, I'm giving you folks credit for this and look forward to you reciprocating, thanks!)

    ChittahChattah Quickies

    • Hallmark Cards to feature licensed audio content from NBC Universal – NBC Universal has sealed a new licensing deal with Hallmark Cards that includes the use of the company's film and TV content. Sound cards from Universal films such as "The 40-Year-Old Virgin," "Sixteen Candles" and "Jaws" will be included as well. Ditto "The Office," "30 Rock" and "Battlestar," as well as NBC News archives. Beyond cards, the deal includes "a wide range of social expression products."
    • Escapism in Minutiae of Daily Life – nice NYT review of Sims 3 – It is almost impossible to avoid the temptation to make a Sim version of yourself, either as you really are or as you wish to be. In that sense the game presents basic but important questions: What kind of person am I? What kind of person would I like to become? How do I treat the people around me? What is important to me in life? What are my core values?

      Children usually form their tentative answers to these questions without considering them explicitly. Adults, by contrast, often confront such issues, even tangentially, only in the context of intense emotional involvement, some sort of crisis or high-priced psychotherapy.

      Most video games exist to allow the player to forget completely about the real world. The Sims accomplishes the rare feat of entertaining while also provoking intellectual and emotional engagement with some of life’s fundamental questions. I love aliens and zombies, but a little reality in my gaming once in a while is not a horrible thing.

    The multifaceted YouTube brand experience

    Today YouTube launched a beta of a TV-friendly version of their site. Here’s some thoughts on YouTube, brands, interfaces, transformation, and authenticity.

    Casio’s Exilim cameras feature a YouTube mode that supposedly eases the process of capturing and uploading videos to YouTube.

    exilim

    Note the prominence of the YouTube badge on the front of the camera. It’s bigger and brighter than the manufacturer of the name of the product line!

    Euronews is sponsoring a YouTube channel, Questions for Europe and is broadcasting YouTube-like content.

    questionsforeurope

    Although this photograph of a TV screen is of poor quality, when watching the program it’s fairly easy to see that the picture quality is far beyond what’s available on YouTube and that that Euronews is simply taking traditional broadcast video and placing it in a YouTube-like interface. Although the progress bar is still useful in a non-interactive mode, the whole thing is a bit of a cheat: you can’t actually use any of those controls.

    Finally, in Shibuya, Tokyo, YouTube sponsored some sort of performance/talent competition.

    youtubeshibuya

    They built a stage that resembled a YouTube window, with the interface simply as visual detail on the exterior. In this setup real life is framed as a stand-in for digital content (which itself is a proxy for real life content). The mind does boggle.

    Pictures from Japan here and pictures from Amsterdam are here.

    The Hand-made’s Tale

    Real real…

    hand-tied-cup

    At Verve Coffee Roasters, my favorite cafe in Santa Cruz, each cup of coffee comes with a cup insulator hand-tied from a napkin by the person serving it. It’s a nice little touch that makes that cup of coffee seem special and folksy.



    and fake real…

    att-flyer

    AT&T, keepin’ it unreal with a fake photocopied-annotated-and-passed-around-the-office flyer–a piece of marketing collateral that they mailed to my house. (It’s crumpled because I threw it out, then decided to write about it and rescued it from the trash.)

    What are companies thinking when they send us stuff like this? Fake real, with its pretensions to authenticity, is even worse than fake.

    Related posts:
    Quickies: Fake Authenticity
    Don’t Brand Me, Bro
    This Space Available
    Meet the new authenticity

    Harnessing the marketing power of the Obama brand

    This NYT article about the prevalence of President Obama’s image as an artistic subject reminded me of two pictures I took recently in Amsterdam:

    obamaburger
    Obama Burger, Amsterdam, May 2009

    yesweedcan
    Yes Weed Can, Amsterdam, May 2009

    The first poster mashes up J. Howard Miller’s iconic Rosie the Riveter (We Can Do It!) image with Obama (Yes We Can!), in order to sell a burger. The second puns on that Obama slogan in order to sell a t-shirt referencing a supposedly common tourist activity in Amsterdam.

    More collisions between brands of leaders and brands of products and services, previously

    Imelda Marcos – brand name for new fashion line
    Hitler’s Final Days
    Dictator Kitsch
    Limits to Dictator Kitsch?

    Croatia probes Hitler likeness, jokes on sugar packets
    Backlash against Citroen Mao ad
    Target pulls marketing campaign featuring Che Guevara

    More pictures from our travels in Amsterdam are here.

    Election Campaign Posters Around The World

    japan_election
    Tokyo, 2002. Don’t you just love the jogging inset?

    bali_election
    Bali, 2007. I was reminded of Wanted! posters.

    eu-election2
    Brussels, 2009. All the European Parliament election posters we saw had an “ordinary-person” vibe to them, just slightly gussied up for the poster.

    More pictures from Belgium here.
    More pictures from Bali here
    More pictures from Japan (2002 here, 2008 here)

    ChittahChattah Quickies

    • Lovenest: Help Keep Your Baby’s Head Round – The parent-of-baby market seems unique in its (often peer-reinforced) drive to identify new needs and corresponding solutions. This leads to a lot of stuff being produced, some as expensive replacements for existing satisfactory (if generic) solutions, but much of it seemingly innovative. I suppose the work of a parent now includes the emotionally fraught process of trying to sort out the difference.
    • Icon-o-Cast by Lunar : Best products & experiences for new moms & their babies – This is a really great discussion about how parents-to-be seek out product information, what products are offering and not offering, the challenges around integration with other products and with the existing home environment. Good insight and tons of opportunity for designers, brands, and retailers.

    What do you want to have?

    wannahaves
    Window sign, Amsterdam, May 2009

    It’s pretty clear from the list of items available who this store (adjacent to a nice hotel) is catering to

    Gifts, wannahaves, cold drinks, candy, souvenirs and: toothpaste, toothbrushes, shampoo, nailclippers, lighters, shavingfoam, adapters, batteries, toys, Delft blue, jewelry, magnets, T-shirts, caps, bags, kitchenstuff, dolls, etcetera ..

    But what the heck is a wannahave? Seems to be Dutch slang for a desirable artifact (obvious, I guess). There’s even Wannahaves International

    WHS International BV is owner, Publisher and exploiter of the international brand Wannahaves(r). Wannahaves primarily targets young modern men in age range 18-34.

    And to that point, the navigation on their website includes: Gadgets, Games, Babes and Lifestyle.

    I guess I’ve learned a new word!

    Meanwhile, photos from our trip to Amsterdam are slowly going up here.

    ChittahChattah Quickies

    • Cows with names produce more milk, scientists say – The story is slightly hyperbolic – a cow with a name is a proxy for all the other differentiating factors in cow-care. "Placing more importance on knowing the individual animals and calling them by name can – at no extra cost to the farmer – also significantly increase milk production. Maybe people can be less self conscious and not worry about chatting to their cows."
      (via @timstock)
    • Time magazine has called Beer Lao Asia’s best local beer, but outside Laos it's almost impossible to find – Like a film festival winner without a distribution deal, the rice-based lager has struggled to turn cult status into anything other than good press. Just 1 percent of its annual production is exported. Lao Brewery hopes to change that. It would like to see 10 percent sold abroad, and it is counting on Vang Vieng’s beer-loving backpackers to help them make the sale.

      Lao Brewery is building a network of fans-turned-distributors who import and sell the beer in select markets. Some distributors are former travelers who see potential in a brand with little international exposure. Others just really like the beer.

    ChittahChattah Quickies

    ChittahChattah Quickies

    • What Does Your Credit-Card Company Know About You? – "In 2002 J. P. Martin, a math-loving executive at Canadian Tire, decided to analyze almost every piece of information his company had collected from credit-card transactions the previous year. His data indicated, for instance, that people who bought cheap, generic automotive oil were much more likely to miss a credit-card payment than someone who got the expensive, name-brand stuff. People who bought carbon-monoxide monitors for their homes or those little felt pads that stop chair legs from scratching the floor almost never missed payments. Anyone who purchased a chrome-skull car accessory or a “Mega Thruster Exhaust System” was pretty likely to miss paying his bill eventually. Why were felt-pad buyers so "upstanding? Because they wanted to protect their belongings, be they hardwood floors or credit scores."

      The article goes on to describe how debt collectors build relationships with (rather than harass) debtors, who pay off more to the brands they have a relationship with.

    • We Are Now In The Age Of Nice – another Sunday NYT unsubstantiated trend-attempt – That amiable guys and uncomplicated sweethearts could be today’s pop heroes is one sign of an outbreak of niceness across the cultural landscape — an attitude bubbling up in commercials, movies and even, to a degree, the normally not-nice blogosphere.
    • Can supposedly-predictive quantitative market research techniques help Hollywood? – Still, is it smart to bring on pricey consultants when corporate overlords are demanding cost cuts? And what of the parade of failed attempts by consumer research firms to break into Hollywood? Few people in the industry can forget Tremor, the research firm that was owned by Procter & Gamble. It came to Hollywood in 2002, signed up with Creative Artists Agency and roped clients like DreamWorks — though its ideas often proved prohibitively expensive.

    ChittahChattah Quickies

    • Griffin designers explain their product development process – An idea that passes the initial "sniff test" gets assigned to a Category Manager, who shepherds it through a more formal proof-of-concept process. They discuss it with industrial designers, engineers, user researchers, the sales team, even packaging. The goal is to thoroughly vet the product to make sure that it's a good fit with our customers, our capabilities, our strategic priorities, our distribution channels and our financial requirements, before it gets the green light for resources to be allocated.
      (via Core77)

    ChittahChattah Quickies

    • Mark Menjivar's You Are What You Eat – Set of naturalistic images of inside of refrigerators, with brief profile of the owner. Beautifully done.
    • Rollasole – after-dancing semisposable shoe vending – Fact 1: The best nightclubs are notoriously located at either the top or the bottom of a massive flight of stairs.
      Fact 2: The best nightclub shoes are painful, precarious and perilously pointy.
      But fear not, for we at Rollasole have appeared like Prince Charmings (sic) to gently escort you down the stairs, across the kerb and into the back of your carriage – all without falling on your face.
      When you're all danced out, just slip one of our vending machines a fiver and it'll sort you out with a pair of roly poly pumps and a shiny new bag to shove your slingbacks in.

      (via Springwise)

    • Legendary McDonald's failure in the UK – McPloughman – Although vegetarian burgers have failed in the U.S. McDonald's, one of McDonald's most spectacular production failures happened in Britain. This failure can be seen not only as a failure to understand the desires of its primary market, largely for burgers and fries, but also as a lack of understanding of a food product that is tied to British identity. In 1994 McDonald's test marketed the "McPloughman" in Britain. A "ploughman's lunch" is a very traditional British lunch that consists of bread, cheese (British, of course, usually cheddar) and a pickle (also cured in the British style). An attempt to tie the America-based company to such a traditional British product was a "McFlop." The company admitted that the British counter crew were embarrassed both by the concept and by the name itself.

      [Thanks to Stokes Jones for the tip to this one]

    ChittahChattah Quickies

    Global standards and interoperability

    roll
    Top: Toilet paper (US)
    Bottom: Toilet paper (Netherlands)

    A research respondent recently described their challenges in redistributing goods from abroad, since it turns out that a “standard” shipping palette is actually a different size in the US and in Europe. Do conflicting standards necessarily inhibit interoperability? Would North American toilet paper operate properly in a Dutch dispenser? And what do those different standards say about our history, perspective, or values? Is the gestural usage different? Are hands or bottoms in different relative proportions here or there? Is there a different tradeoff around cost and (perceived?) cleanliness?

    See my Amsterdam pictures here (Note that as of this writing, only a few have been uploaded, but there are plenty more to come in the next few weeks).

    ChittahChattah Quickies

    • FitFlops – the FlipFlop with the Gym Built In – What we girls really need is something like a flip flop that tones and trims our legs while we run errands. We have no free time…We Want a Workout While We Walk!” FitFlop midsoles incorporate patent-pending microwobbleboard ™ technology, to give you a workout while you walk. One woman reported feeling like she’d had a ‘bum-blasting’ workout after a half an hour of FitFlop-shod walking.

      (Thanks to CPT!)

    • Love Land, first sex theme park in China closed before construction completed – Photographs showed workers pulling down a pair of white plastic legs and hips that appear to be the bottom half of a giant female mannequin towering over the park entrance. The mannequin is wearing a red G-string. The park manager, Lu Xiaoqing, had planned to have on hand naked human sculptures, giant models of genitals, sex technique “workshops” and a photography exhibition about the history of sex. The displays would have included lessons on safe sex and the proper use of condoms. Mr. Lu told China Daily that the park was being built “for the good of the public.” Love Land would be useful for sex education, he said, and help adults “enjoy a harmonious sex life.”
    • Air Traveler Satisfaction Goes Up? Look Beyond The Data – The airline business scored 64 out of 100 in the first quarter of this year, a 3.2% increase over the same period a year ago. Airlines were still among the lowest-scoring businesses in the index, which measured customer satisfaction with the products or services of hotels, restaurants and 14 other sectors. Full-service restaurants scored highest at 84. Airlines scored far below their own index high of 72, achieved in 1994. "It certainly looks like most of these increases, if not all, are due to lower passenger load," says Claes Fornell, professor of business at the University of Michigan and index founder, noting that the recession has kept many Americans from traveling. The lower number of passengers "means more seat availability, shorter lines, more on-time arrival, fewer lost bags, and all that probably adds up to a slightly higher level of satisfaction." He noted that a reduction in the number of flights offered could erase the slight gains achieved in passenger satisfaction.

    ChittahChattah Quickies

    ChittahChattah Quickies

    • Mass Customization of the Fiat 500 – A number of folks we recently met in Europe mentioned this new (although an updated classic) car as being perfect for their needs. The variation and customizing, while perhaps not unique in today's marketplace (I'm imaging the Mini's variability is similar if not beyond) was still striking: "The 500 is available with four different trim levels: Naked, Pop, Lounge, and Sport. Customers can choose also between 15 interior trims, 9 wheel options, 19 decals, and 12 body colours. There are over 500,000 different personalized combinations of the 500 that can be made by adding all kinds of accessories, decals, interior and exterior colours, and trims."
    • Searching for Value in Ludicrous Ideas – Allison Arieff writes about "inventor/author/cartoonist/former urban planner Steven M. Johnson" whose "work tends toward the nodes where social issues intersect with design and urban planning issues." I'm reminded of my formative experiences with Al Jaffee features from MAD magazine where he's describe future products or technologies, or explain (fancifully) the workings of some current product (i.e. bars of soap that are made with quick disappearing stuff on the outside and then a small interior core that takes a long long time to dissolve).
    • Traffic: Why We Drive the Way We Do (and What It Says About Us) by Tom Vanderbilt – Suggested to me by René Vendrig at the Amsterdam UX Cocktail Hour, after my talk on looking at cultural differences based on everyday observations. He tells me "It is about traffic, but the real subject is human psychology and how we deal with that kind of situations."
    • It's Not TV, It's HBO – HBO's standard-creating slogan, giving words to the premium experience of their programming.
    • It's not just coffee, it's Starbucks. – New ad campaign for Starbucks attempts to differentiate on quality, but sounds just a bit familiar.
    • All This ChittahChattah | Flying the sneaky skies – (see link for screen grab)

      While checking in online for a United Airlines flight, you may be offered the opportunity to upgrade to Economy Plus. It’s likely that most people decline upsells in many situations, though. The default would be to click “no thanks” and move on to completing the transaction. But United has done some tricky and manipulative interface design. The bright yellow arrow with bold text placed on the right is almost irresistible. E-commerce sites have trained us to envision a transaction moving from left to right (granted that they’ve landed on that model since it corresponds to how we read and other cultural factors); it’s very easy to click on the arrow and make a purchase you didn’t want. It takes cognitive work to search for the preferred option which is a lowly blue-underlined unbolded text link off to the left.

    • Evil-interface design in airline website design spanked by European Commission – "Another common problem is the use of prechecked boxes offering services like travel insurance; consumers must uncheck the boxes to remove the unwanted charge." I've written before about United's website being slightly more subtle in their evilness, by offering an upgrade during check-in where the highly visible (colored graphic arrow) button in the default location will cost you tons of money; it's more effort to realize, locate, and decline the offer. Why do we live in a world where major brands want to sell us things that we don't want by tricking us? It's unconscionable that any company can claim to respect consumers and then pull crap like this.
    • Cyd Harrell of Bolt | Peters reacts to the ludicrous Dell campaign trying to sell computers to women, in 2009 – "…a woman, with the last Dell I will ever own. It’s my current laptop, and I chose it because I needed a computer powerful enough to run screensharing tools and high-res video; I needed mobile broadband to stay in touch with my clients and employees, and not just my kid (heresy!); I needed my screen to look great when I go to meetings with clients. That is to say, I needed it for work. Dell, let’s make it official: you can bite me and the millions of other women who take themselves and their technology seriously."

      I love the articulate passion here, as well as the insight into what may have happened organizationally/culturally at Dell (ahem, really crappy research) that leads to such a horrendously offensive sales pitch to HALF of their buying population

    ChittahChattah Quickies

    • Oxfam Worldshake: a juice made from fairtrade produce from Cuba, Brazil, and Ecuador – Treehugger spotted this in Belgium in 2005, I bought one in Belgium last week. I was struck by Oxfam (an organization more well-known overseas than in North America) as a brand on a food product. I wonder what other products could be appropriately developed (and of course also branded) by non-profits, NGOs and charities. I'm not talking about silly cross promos like the United Airlines/American Cancer Society teddy bear I received recently, but where the mission of the organization is absolutely manifested in the production of the item itself. It makes perfect sense and it's what we expect from well-branded/designed products from the profit sector.

    Object Love, Object Lust, and Indifference

    z-at-sunset

    I took my last ride in my 1977 Datsun 280Z today. I’ve sold the car, and the new owner is picking it up tonight.

    On this last drive, I patted the dashboard and said something like, “Sorry I have to sell you.” Which made me think about how some objects in my life are things I have relationships with, and some are just things.

    I can’t even imagine what it must be like to have to give up a pet, or a baby, when I feel sad about just seeing my car go.

    I really don’t want to own it anymore-it just doesn’t serve my daily needs-but on a deeper, emotional level, I have a warm feeling towards it, and something significant is going on around giving it up.

    This feeling about my Z is totally different from the way I felt when I got an iPhone, which was nonetheless strong as well. I woke up early the morning the contract with my old provider expired and drove right to the Apple store. This was like a consumer electronics booty call. Object lust.

    But now my phone is just a thing I use. I feel more emotion about my Swiss Army knife.

    And I never felt a thing for my computer, even though I probably spend more time with it than anything–inanimate or animate–in my life.

    What’s up with that?

    Actually, I’ve got some pretty good ideas about why all of this is the way it is, but I’d rather hear your comments about things you

    • love
    • lust after
    • hate
    • feel indifferent about

    Duty now for the future

    clock-artpiece
    Artpiece made of clocks, Chicago MOMA

    This list of 10 workplace skills of the future is going around the various ‘Scapes and ‘Spheres (it came to me on Twitter via Chris23). Without getting into whether the list is entirely correct or comprehensive, I think it’s incredibly thought-provoking.

    For anyone involved in designing products–especially work environments and tools–it will be crucial to explore people’s daily lives and see what’s really happening: how these types of shifts are manifesting behaviorally and emotionally, and what new opportunities are being created as a result.

    10 Workplace Skills of the Future
    (From Bob Johansen’s book, Leaders Make the Future. Originally posted by Tessa Finlev in The Future Now blog.)

    Ping Quotient
    Excellent responsiveness to other people’s requests for engagement; strong propensity and ability to reach out to others in a network

    Longbroading
    Seeing a much bigger picture; thinking in terms of higher level systems, bigger networks, longer cycles

    Open Authorship
    Creating content for public modification; the ability to work with massively multiple contributors

    Cooperation Radar
    The ability to sense, almost intuitively, who would make the best collaborators on a particular task or mission

    Multi-Capitalism
    Fluency in working and trading simultaneously with different hybrid capitals, e.g., natural, intellectual, social, financial, virtual

    Mobbability
    The ability to do real-time work in very large groups; a talent for coordinating with many people simultaneously; extreme-scale collaboration

    Protovation
    Fearless innovation in rapid, iterative cycles; the ability to lower the costs and increase the speed of failure

    Influency
    Knowing how to be persuasive and tell compelling stories in multiple social media spaces (each space requires a different persuasive strategy and technique)

    Signal/Noise Management
    Filtering meaningful info, patterns, and commonalities from the massively-multiple streams of data and advice

    Emergensight

    The ability to prepare for and handle surprising results and complexity that come with coordination, cooperation and collaboration on extreme scales

    Endangered Species?

    Will this…

    magazine-kiosk
    Magazine kiosk, San Francisco, 2008

    be going the way of these…

    dead-phones
    Dead pay phone bank, Honolulu Airport, 2008

    This Engadget piece on R&D efforts at the New York Times got me thinking about what gets lost as technology changes our physical routines. How gestures like folding up a newspaper and putting it under your arm to walk down the street become obsolete.

    How many aspects of our behavior are influenced by the differences between how we consume online and print-based media?

    What physical routines would you be sorry to see go away?

    Building on what isn’t there

    curved-shelf1
    Sketch for curved shelf ©2007 Dan Soltzberg

    There’s a testament to the power of openness as a spur to creative participation nestled in Scott Brown’s piece on early fan fiction in this month’s Wired.

    Brown writes about the works Sir Arthur Conan Doyle’s more avid readers created around his Sherlock Holmes novels, and how what were really continuity errors provided these folks with points of entry:

    Sir Arthur, God bless him, didn’t write with an eye to what today’s nerd would call “continuity.” Crafting Holmes stories bored him, and he frequently lost track of details like the exact location of Watson’s Afghan war wound (was it the shoulder or the leg?) and the precise status of Mrs. Watson. But Sir Arthur’s table scraps, his inconsistencies and random allusions, made for a fan feast. From a throwaway line-a hilariously oblique reference such as “the giant rat of Sumatra, a story for which the world is not yet prepared”-scores of amateur yarns have been spun.

    Conan Doyle’s omissions and errors left space for others to contribute. Less-than-fully-speced inputs–raw sketches, concept directions, overarching themes–can often leave more space for creative participation than a finely honed departure point.

    Of course it depends on where in a development process one is and what the objectives are. (Sing, “a time to diverge, a time to converge” to the tune of The Byrds’ “Turn Turn Turn”).

    In semi-related news, San Francisco IxDA will be exploring the use of prototypes at their May 26th event.

    Related Posts:
    Giving Away Time, and Moving with a Magic Thing (Quickies)
    Human Behavior
    Trying to find out things we didn’t even know to ask about

    Environmental and Emotional Impact Assessment

    This NYT article on the influence of language about the environment is a good example of the issues I explored in my recent interactions column Poets, Priests, and Politicians.

    The problem with global warming, some environmentalists believe, is “global warming.” The term turns people off, fostering images of shaggy-haired liberals, economic sacrifice and complex scientific disputes, according to extensive polling and focus group sessions conducted by ecoAmerica, a nonprofit environmental marketing and messaging firm in Washington.

    Instead of grim warnings about global warming, the firm advises, talk about “our deteriorating atmosphere.” Drop discussions of carbon dioxide and bring up “moving away from the dirty fuels of the past.” Don’t confuse people with cap and trade; use terms like “cap and cash back” or “pollution reduction refund.”

    New Coke

    Hot, Flat and Crowded

    flat-coke



    The Real Thing?

    new-coke-in-action



    I started seeing and photographing these coke bottle simulacra last summer. I wonder: will the Coke bottle be as evocative an icon for future generations if they come to know it primarily as a flat form?



    coke-collage
    Zippo Lighter; Gene Simmons Coke bottle from France; Classic soda fountain sign

    Related posts:
    Swallowing innovation
    Candy-coated history
    Putting research results back on the shelf

    ChittahChattah Quickies

    • Is Alain Robert, the "French Spiderman" who ascends skyscrapers, authentic? – The author contacts Christian Beckwith, founder of Alpinist magazine: "'The technical difficulty of what he does is not extraordinary,' he said-but acknowledged an element of sacrilege in his 'shtick." He said, 'The climbers who garner the most respect in the sort of hard-core climbing community are the people who go out an are climbing for the love of it, and they pull off the bitchingest thing anybody's ever done, and they never say a word to anybody.'
      Other prominent climbers asserted that Robert was a member of the community in good standing. 'Climbers tend to say, 'Oh, this is just bogus, it's like a stunt,' and what it is of course, is pretty badass," Ivan Greene said. Alex Honnold: 'I don't have anything particularly inspiring to say about Alain Robert. Except that he's totally badass.' Matt Samet: 'One word: badass.'"

    ChittahChattah Quickies

    • Miro Adoption Center: Adopt of a Line of Code – This is a clever adaptation of a familiar community funding approach (i.e., highways) to open-source software:
      "Adopt a line of source code for just $4 a month, and together we can keep Miro alive and growing! You’ll receive a customized page and widgets that display your line of code. Even a little photo of your new buddy, and its personalized name!"

    Listen, Do You Want To Know A Secret? (My Age of Conversation chapter)

    Six months ago my chapter in Age of Conversation 2 was published. Although I’m reprinting my chapter here, it’s for a good cause (Variety) so you might want to buy a copy from Lulu, although I heard Amazon sales may be coming soon, too.

    Listen, Do You Want To Know A Secret?

    We’re in the business of digging for insights and that frequently takes us into the territory where secrets reside. Recently my colleague and I sat in the bedroom of a young rapper and watched as he demonstrated his creative process. While playing a simple backing track on iTunes, he improvised into a hand held recorder for a few minutes. Afterwards, he sat down with a notebook and reviewed his recording, scribbling furiously as he refined the lyrics. Finally, he took the new text and performed it against the same backing track.

    Had anyone ever witnessed this particular music-making process before? We didn’t think so. But was it a secret? Probably not. Although it may have been hidden from view, the details of his process were undiscovered, rather than secret.

    To reveal the undiscovered, the first thing to do is look. Go where something is happening, and watch. Sometimes we have to do more than look, we have to ask. Find someone who is involved in something that is happening, and ask them.

    To get to the “secrets”, we have to do more than ask, we have to listen. Listening is much more complex than asking. It means adjusting our mindset and ensuring that we’re truly giving permission for secrets to be revealed.

    arrow

    It’s easy to fall into the familiar mode where we consider secrets as that which is deliberately hidden because it’s inherently bad or wrong. And although only the Shadow knows for sure what evil lurks in the hearts of men, consider that much of what is kept secret is out of our fear of violating social norms (the unspoken rules of a culture that determine what is and isn’t acceptable) and being embarrassed rather than being sent to jail. As producers of goods and services and experiences, it’s powerful and useful to understand these fears.

    Those secrets are not unattainable, but they require a significant listening effort. The engine that drives the Age of Conversation isn’t talking, but listening.

    ChittahChattah Quickies

    • What is the deal with Jughead's hat? – This is something the Internet is truly great at: as an archive for the exploration and explanation of the obscure aspects of the familiar. What will future anthropologists make of the Internet of our generation?
    • Karachi, Pakistan manufacturing firm produces corsets and fetish wear (for export) – The brothers said Pakistan’s “stone-age production” worked to their advantage. The country, they said, lacks visionary product development. “Everyone’s still making the same products,” Adnan said.

      Then, they discovered a kind of straitjacket online. At first, they thought it was used for psychiatric patients, but it quickly led them to learn about the lucrative fetish industry.

      Today, they sell their products to online and brick-and-mortar shops, and to individuals via eBay. Their market research, they said, showed that 70 percent of their customers were middle- to upper-class Americans, and a majority of them Democrats. The Netherlands and Germany account for the bulk of their European sales.

      “We really believe that if you are persistent and hard working, there is an opportunity, in any harsh environment, even in an economically depressed environment like Pakistan,” Rizwan said.

    • Average frustrated chump – for what's a subculture without its jargon? – Often abbreviated "AFC," is seduction community jargon for a heterosexual male who is unsuccessful at finding sexual or romantic relationships with women] This person seeks attraction and longingly desires intimacy, but only finds cordial friendship and platonic love with women. The term AFC is pejorative, and is attributed to NLP teacher Ross Jeffries.
    • Seduction? Yeah we've got a group for that – The "seduction community" refers to a loose-knit subculture of men who strive for better sexual and romantic success with women through self-improvement and a greater understanding of social psychology. It exists largely through Internet forums and groups, as well as over a hundred local clubs, called "lairs" Supporters refer to the subculture simply as 'the community" and often call themselves "pickup artists." Origins date back to Eric Weber's 1970 book How to Pick Up Girls.

    ChittahChattah Quickies

    • The Global Digital Divide: No Profit From Developing Nation Users – Web companies that rely on advertising are enjoying some of their most vibrant growth in developing countries. But those are also the same places where it can be the most expensive to operate, since Web companies often need more servers to make content available to parts of the world with limited bandwidth. And in those countries, online display advertising is least likely to translate into results.

      Last year, Veoh, a video-sharing site operated from San Diego, decided to block its service from users in Africa, Asia, Latin America and Eastern Europe, citing the dim prospects of making money and the high cost of delivering video there.

      “I believe in free, open communications,” Dmitry Shapiro, the company’s chief executive, said. “But these people are so hungry for this content. They sit and they watch and watch and watch. The problem is they are eating up bandwidth, and it’s very difficult to derive revenue from it.”

    • Omegle: Talk to Strangers! – A social-networking site for people who are burned out on their friends and want to interact with people they do NOT know: "When you use Omegle, we pick another user at random and let you have a one-on-one chat with each other. Chats are completely anonymous, although there is nothing to stop you from revealing personal details if you would like."

    Get our latest article, Ships in the Night (Part I): Design Without Research?

    harley-ceo
    Harley-Davidson President and CEO Jim Ziemer, Harley-Davidson Annual Report, 2007

    My latest interactions column, Ships in the Night (Part I): Design Without Research? has just been published.

    While user-research-eschewing Apple is everyone’s poster child for “design for yourself,” I find Harley-Davidson to be a more compelling example (although I may be comparing Apple(s) and oranges). At Harley, Willie G. Davidson is the grandson of the original Davidson. Senior vice president and chief styling officer, he is known as Willie G. And he looks exactly like a guy who rides a Harley: big, bearded, and leather-clad. If we judge a bike by its fairing, the designer is the customer. That’s part of the Harley brand: In a recent Harley-Davidson annual report, executives appear next to their bikes, and we know that they all ride. A crucial part of Willie G.’s role is to preserve the legacy of the brand; the company communicates that it is (and always has been) part of the culture for which it’s designing. People at Harley, we believe, use the products and live the lifestyle. But underneath it all is a sense that Harley-Davidson, through its history, has created the brand (i.e., the products and their meaning) in partnership with its customers. For all the tribal connectedness Apple has facilitated, the company itself is not a participant. It is a benefactor.

    Get a PDF of the article here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

    Related: Steve Portigal speaks at User Research Friday – Design and Research, Ships in the Night?

    Update: Ships in the Night (Part II): Research Without Design? is now available

    Other articles

    ChittahChattah Quickies

    • A sociological-framed blog with (like so many others) commentary on images from media and daily life – The sociological imagination is a woefully under-utilized tool. We hope this blog encourages all kinds of people to exercise and develop their sociological imagination and that, between all of us, public discourse will increasingly include a sociological lens with which we can all learn about social processes and mechanisms, critique social inadequacies, and design functional and equitable alternatives.

      We assume that you, our audience, are sociologically-inclined folks. So we do not typically include a lengthy sociological interpretation of the images.

      Images are polysemic and people will view and use them in many different ways, so our commentary, when offered, is never meant to control how people use the images (as if we could anyway). We welcome comments that offer additional or alternative interpretations of images.

    ChittahChattah Quickies

    • 100-WATT BULBS IN STOCK. (FOR HOW LONG WE DO NOT KNOW) – “Let some government official come in and tell me I can’t sell these,” Jonathan Wright, who has owned Classic Lighting for 40 years, said defiantly as he surveyed his warren of upscale light fixtures and shelves filled with neatly stacked bulbs. “I’ll find them wherever I can get them and sell them for whatever they cost. People are buying in bulk because they want them.”

      In the last two months he has sold 3,000 of the 100-watt bulbs — the traditional mainstay of British light fixtures — more than 30 times the usual. People are buying 10 at a time, the limit per customer, even though their price is nearly 50% higher than it was a year ago.

      Indeed, his customers have a litany of complaints. CFL light is too dim, especially for reading and putting on makeup, the bulbs, which are a bit longer than incandescents, protrude from small light shades; they take a long time to reach full brightness; they cannot be dimmed by switches; they contain mercury and require special disposal.

    Are Americans Falling Out of Love with Their Televisions?

    The latest Pew study asks about what Americans see as luxuries vs. necessities, as part of a longitudinal study of attitudes towards major categories of goods.

    Clear majorities in polls conducted since 1973 have said that their TV set is something they couldn’t do without. Yet the latest Pew Research Center survey suggests Americans’ long love affair with their TV sets may be cooling.

    Whether prompted by the recession or by the lure of new computers and other devices that can display TV programs as well as other kinds of streaming video, barely half (52%) of the public now say a television is a necessary part of their lives. That’s a decline of 12 percentage points since 2006 and the lowest proportion since 1973 to view a television as essential — even lower than the 57% who said a TV set was a necessity when the question was first asked in 1973.

    Young adults have led the march away from the TV screen: Only 38% of those 30 or younger say a TV is a necessity, a 15-point decline since 2006. In contrast, perceptions of a television set as a necessity declined by just 6 points to 68% among respondents or older

    Now far be it for me to impugn Pew (who seem like they do really smart and interesting pulse-taking research), but as of 2007 99% of US households had at least one TV, and the average household had 2.24 sets. So what’s the relationship here between what people say and what people do? If you’ve already got a TV set, how hard is it to say it’s not a necessity? [Of course, more people are getting video content online so that’s part of the reason for the drop and Pew accounts for that, but I’m looking at the other issue]

    I think we place a lot of extra importance on self-reported survey data, where people express opinions, out of context. There’s no behavioral data here about what people are actually doing (i.e., selling their TV sets to buy something more important, or holding off buying new TV sets, etc.) If people respond to the question about the importance of the TV in a new way, does that really mean the perception of the TV has changed or does it point to a different way to answer the question?

    What do you think this bit of data means? What are the consequences or impacts? Who should be taking notice of it, and what should they do?

    ChittahChattah Quickies

    • Whitney Quesenbery's workshop on selecting user research methodologies (PDF) – This is definitely an FAQ and this paper gives some good frameworks for choosing. Best stuff starts on page 9.
    • A business will gain from 10 to 50% more customers using a air dancer inflatable puppet. – Drivers tune out the surrounding signs. They are focused on the road and ahead. If a driver was to read and look at each business on every block he or she drives by, they would simply have sensory overload. An air dancer placed within their field of vision, dancing and waving around with your message simply can not be tuned out.

      Only the best air dancer material (1.3 oz coated ripstop), artwork is cut and sewn with boat sail insignia material. We make them right here in our California facility. Unlike other units that last 6 weeks, our unit will last 6 months. Dancer warranty / 90 days and workmanship warranty / 6 months. Fan warranty is one year. The best dancing balloon warranty in the industry. We only use the 18” fan. Some companies use only a 12” fan.

      Including Air Dancer, Arrow Dancer, Fly Guy and 2 Leg Patented Dancing Man

    • Kaboom Advertising – Street Stunts – Whether it’s a huge gorilla chasing a banana through the streets of a major market or a giant smile running and hugging a donor at a major high-end fundraising gala, we create circumstances that attract the attention of the local market and publicity to fuel peer-to-peer recommendations. By inviting or leaking the event to the press, the brand is given a bit more credibility and prolonged exposure to the community at large.

    Frames of Reference at the Zoo

    A morning at the Santa Barbara zoo reveals some interesting frames and reframes.

    foster
    Donors to the zoo are “Foster Feeders”, a more nurturing and sustaining view of how cash ends up as food.

    change
    Adding a card to a parking meter is an attempt to present the payment-for-service device as a donation opportunity. It’s a bit of a leap and maybe not the right connotation for the zoo’s purposes.

    giraffes
    You could pay to ride with a plastic giraffe, or you could gaze upon a real one.

    bench
    Even the benches are up for sponsorship. Here’s a plaque-hole which may simply be a lack of maintenance but gently offers the possibility of Your Name Here.

    man
    On display at a new exhibit: Man.

    wrist
    Cockroaches made all the more frightening when a puppeteer-like hand enters the frame to flip them over, pluck out the dead ones, and drop off some food.

    egg
    Everyone gets the chance to be a zoo animal!

    ChittahChattah Quickies

    • Large collection of (actual?) screenplay pitches (technically query letters). – Just one:
      Title: Remnants of Hammers
      Logline: Constant bickering drives this comedy-drama as the plots of immature Bill, rabble-rousing Eldon, and ex-Marine George converge upon poor Dr. FitzUrse.
    • The Che brand – In "Che’s Afterlife.” Casey has written a book that is not only a cultural history of an image, but a sociopolitical study of the mechanisms of fame. It is about how ideas travel and mutate in this age of globalization, how concepts of political ideology have increasingly come to be trumped by notions of commerce and cool and chic, and how the historical Che gave way to other Ches: St. Che, said to possess the ability to perform miracles; Chesucristo, a Christ-like figure revered for his ideals, not his advocacy of violence; an entrepreneurial Che, promoting the lesson “that individuals should honestly strive to produce their utmost for the good of all”; and the Rock ’n’ Roll Che, more representative of youthful anti-authoritarianism than of any political dogma. Che has become a generic symbol of the underdog, the idealist, the iconoclast, the man willing to die for a cause. He has become “the quintessential postmodern icon” signifying “anything to anyone and everything to everyone.”

    ChittahChattah Quickies

    • Vermont's first IHOP gets permission to go beyond standard franchise menu and offer Vermont maple syrup – “You can’t open up a Vermont pancake shop without Vermont maple syrup,” said Sam Handy Jr., who is the restaurant’s general manager and whose family owns the franchis
    • Symbols of pot-subculture on the threshold of the mainstream – The significance of April 20 dates to a ritual begun in the early 1970s in which a group of Northern California teenagers smoked marijuana every day at 4:20 p.m. Word of the ritual spread and expanded to a yearly event in various places. For fans of the drug, perhaps the biggest indicator of changing attitudes is how widespread the observance of April 20 has become, including its use in marketing campaigns for stoner-movie openings (like last year’s “Harold & Kumar Escape from Guantánamo Bay”) and as a peg for marijuana-related television programming (like the G4 network’s prime-time double bill Monday of “Super High Me” and “Half Baked”). Events tied to April 20 have “reached the tipping point in the last few years after being a completely underground phenomenon for a long time,” said Steven Hager, the creative director and former editor of High Times. “And I think that’s symptomatic of the fact that people’s perception of marijuana is reaching a tipping point.”
    • Chinese government database doesn't recognize all the language's characters, creating 60 million edge cases – New Chinese government computers are programmed to read only 32,252 of the roughly 55,000 Chinese characters. At least 60 million Chinese with obscure characters in their names cannot get new ID cards — unless they change their names to something more common. Since 2003 China has been working on a standardized list of characters for people to use in everyday life, including when naming children. A government linguistics said the list would include more than 8,000 characters. Although that is far fewer than the database now supposedly includes, the official said it was more than enough “to convey any concept in any field.” About 3,500 characters are in everyday use.

    ChittahChattah Quickies

    • Survey Says Baby Boomers Think Playing With Your Blackberry During A Meeting Is Rude – The 'tude in the blog entry about the survey is as interesting as the 'tude the survey's creation and content point to. Social norms shift and that gets introduced and changes the way people interact gets put through the social norm filter: is it rude? Is it distracting? Should other people stop doing it? Or should we get over it? This just points to the transition we're going through rather than offering any clear sense of what's going on. Full disclosure: I'm a Gen-Xer and I bolted from a boring presentation a few weeks ago when the person behind me tapped on the shoulder and asked me to stop using my iPhone as she found it distracting [I was discreetly using Google Reader in my lap].
    • Gartner's Hype cycle – a graphic representation of the maturity, adoption and business application of specific technologies – Hype cycles characterize the over-enthusiasm or "hype" and subsequent disappointment that typically happens with the introduction of new technologies.They also show how and when technologies move beyond the hype, offer practical benefits and become widely accepted.

      Five phases of the hype cycle
      1. "Technology Trigger" —A breakthrough, product launch or other event that generates significant press and interest
      2. "Peak of Inflated Expectations" — Frenzy of publicity typically generates over-enthusiasm and unrealistic expectations; There may be some successful applications of a technology, but there are typically more failures
      3. "Trough of Disillusionment" — Fails to meet expectations and becomes unfashionable
      4. "Slope of Enlightenment" —some businesses experiment to understand the benefits and practical application
      5. "Plateau of Productivity" — benefits become widely demonstrated and accepted

    Increase Your Effectiveness In Meetings by 10%

    (This post originally appeared on Core77)

    There’s a strong fascination cum infatuation with semi-secret rules that explain why we do what we do. Even In Treatment uses Gladwell (the form’s biggest popularizer) to forward a common misconception about therapy while creating dramatic tension.

    In a recent counter-intuitive example, a study indicates that people ordering from a menu that includes healthy and less-healthy options will feel more free to choose the less-healthy option. The theory isn’t totally clear (perhaps a vicarious “I’ve been good” hit comes from the presence of those other items) and its extensibility to other choice behaviors isn’t at all clear.

    And in the “no duh” category, another study that looked at radiologists found that “when a digital photograph was attached to a patient’s file, radiologists provided longer, more meticulous reports. And they said they felt more connected to the patients, whom they seldom meet face to face.” Although I wonder if the folks at the passport office, with their surplus of mortifying headshots, would support this study, it really just makes sense and could be applied to all sorts of intermediated interactions, both asynchronous (i.e., mortgage applications) and synchronous (ie., tech support chat). For further study, does an avatar or a stock photo work as well as photograph? Do other biographical details work as well? And how long does this effect last?

    If you’re into anecdotes and theories that can help you explain, predict, and otherwise impress those around you, check out Lone Gunman, Overcoming Bias and Freakonomics .

    Meanwhile, we’re ready to casually cite the classic marketing/business/social science examples, such as the Add An Egg phenomenon, the Kitty Genovese effect, how a waiter’s tip can decline precipitously based solely on the waiting-time for the bill (citation anyone?) and the Hawthorne Effect.

    ChittahChattah Quickies

    • A "Geography of Buzz" – Research presented at the annual meeting of the Association of American Geographers locates "cultural hot spots" by looking at frequency and spatial mapping of geo-tagged photographs. The exclusive use of for-sale Getty images to make up the research sample (as opposed to a diverse sample including photo Tweets, etc. that might have been more underground-inclusive) raises interesting questions about the definition of "buzz." What's buzz to one person–a Broadway opening, for example–may well be noise to another.
    • My photos from Los Angeles, Feb 2009 – I spent a week in L.A. doing some work, some cupcake shopping, and some vacationing. Here's the photos from that trip.

    Explaining your product puts you ahead of the pack

    A few weeks ago I saw this full-page newspaper ad for Verizon’s Hub:
    murphy

    I’ve blown up the smaller text at the bottom:
    hub

    The phrase “the home phone reinvented” reminds us that explaining a new product in terms of what it is replacing, enhancing, or integrating with is often a very effective way to help ground something new. But the ad works mostly by establishing a physical context (the kitchen) and a use case (distributed family communication and meal planning). The actual functional specs are presented almost as an afterthought in the footer and greatly in service of the “reinvented” aspect.

    I was excited by this ad because it does a reasonable job at something crucial that so few companies are actually doing: explaining clearly what their product is and who it is for.

    I don’t know if this product is a good idea or a bad idea; it’d be fascinating to see how new users begin to use it and what sense they make it of it. But it seems that this product team Verizon is at least half a step ahead of many technology groups out there who collect a bundle of technology together but fail to create a compelling story about why this matters.

    ChittahChattah Quickies

    • Now consumers can get some of that reality-show style in their own homes – Bravo is developing products based on its popular programs, including the “Real Housewives” franchise and “Top Chef,” that will be promoted on the air and sold on Bravo’s Web site. The network will earn licensing fees or take a cut of sales. The line includes bags for $595 from the brand Kooba; designs created by contestants on the new series “The Fashion Show”; “Top Chef”-themed flower arrangements from Teleflora; “Top Chef” branded wines from Terlato Wines International; “Top Chef” knives from Master Cutlery; and online cooking classes conducted by “Top Chef” contestants.

      Frances Berwick, executive vice president and general manager of Bravo Media, said that “the revenue from this is minuscule by comparison to what we think it’ll do for our brand. This is a fun way to satisfy what we’re hearing from our viewers: that they like our shows, that they like our taste,” Ms. Berwick said. “It’s about giving our viewers a greater immersion in the brand.”

    Understanding the fan community

    Ben Ratliff writes an interesting piece about Grateful Dead fandom (not the tie-dye, need-a-miracle twirling, but the tape trading/DAT-head/live show collecting aspect). The article offers a couple of provocative perspectives:

    1. The hierarchy of fan expertise
    At the basic level, people know about published material, beyond that fans differentiate between the different eras, then choosing between specific performances (known by date and venue), then songs within a specific performance, and ultimately thoughts about the provenance of a specific recording (which source, which remaster, etc.).
    This level of engagement (it’s easy to call it obsession if it’s not your bag, of course) is not limited to Deadheads, of course. Being a long-time Rolling Stones enthusiast, I’ve experienced some of that progression myself (and certainly observed debates among many of my fellow travelers along pleasurably obscure details). Indeed, going from the first level (I know what’s on record) to the second (discovering the treasure trove of unreleased material that other fans are sharing) is an On Beyond Zebra experience, like that dream where you find that you’ve had another room in your house all this time.

    2. Long-tail meets plenitude meets paradox-of-choice
    I remember my earliest days on the Internet where the most active non-technical communities were for fans of either Star Trek or the Grateful Dead. The Internet offered a dramatically increased ability to connect with other collectors and trade cassette tapes by snail mail. But Ratliff describes the massive increase in availability over the past few years as broadband, iTunes, and other online digital sources provide ridiculously easy access to the nearly 2,200 available shows. As more shows become available to more people, the landmark shows that everyone used as a common reference point for “best” have less of a footprint.

    My analogous experience differs from Ratliff’s (although liking the Stones is not exactly like liking the Dead): I don’t need to choose Taylor vs. Wood (two lead guitarists with markedly different sounds and associated with markedly different eras). Since I can now listen to a version of Satisfaction where the Rolling Stones essentially covered Otis Redding’s then-popular cover version, or a 9-minute version of Brown Sugar with horns, or a live version of a relatively-obscure album track that really bring the song home, I now have a broader and richer fan-listening experience. Listening and listening again and hearing new things over the years is sufficient; deciding the best isn’t ultimately that useful once you’re in a position to even make a reasonable distinction.

    Deadheads and Stones fans are connected communities with passion and purchasing power and Ratliff’s article is worth reading for some insight on – at the extreme end – how those communities evolve and transact.

    ChittahChattah Quickies

    • LA Times runs front-page ad that resembles a news item – [Nice unpacking of a concern I explored in my recent interactions column, Interacting With Advertising (ask us for a copy)]
      There was no intent to fool readers, Mr. Stotsky said. He said the ad used fonts that differed from the standard Los Angeles Times fonts, and it included the NBC logo. NBC staff wrote the ad, and The Times’s business staff approved it; the editorial side was not involved, he said. “I think most consumers will recognize that this is an ad,” Mr. Stotsky said.

      Whether readers knew this was advertising or not was beside the point, said Geneva Overholser, director of the school of journalism at the University of Southern California’s Annenberg School for Communication.

      “Some people say readers are smart and they can tell the difference, but the fundamental concept here is deeply offensive,” she said. “Readers don’t want to be fooled, they don’t like the notion that someone is attempting to deceive them.”

    • Another Los Angeles Times Promotion Draws Fire – (again, an issue I explored in my recent interactions column, Interacting with Advertising)

      “You dress an ad up to look like editorial content precisely because you think it will make it more valuable,” said Geneva Overholser, director of the school of journalism at the University of Southern California Annenberg School for Communication. “Fundamentally, that’s an act of deception.”

      The supplement is clearly marked as an advertising supplement, said Nancy Sullivan, a Los Angeles Times spokeswoman. The bylines have “special advertising section writer,” and the font is different from the one the newspaper uses, she said.

    ChittahChattah Quickies

    • Digital Samaritans use the Internet to return cameras, wallets, etc. – For some, it can feel awkward to use the Web to track down a complete stranger. Peter Hill, a former network engineer at the University of Washington, found a wallet in the parking garage of a Seattle-area Whole Foods store and used his iPhone to enter Facebook, find the owner’s name and then find one of her friends on the site who had attended his university. Then he used the school’s online directory to call the friend, and asked her to alert the wallet’s owner.
    • Found Cameras and Orphan Pictures – Find A Lost Camera? Email at least four photos from your found camera. Include any other details, time, location, school, etc.

    ChittahChattah Quickies

    ChittahChattah Quickies

    • HERMENAUT: Fake Authenticity: An Introduction – Equaled in fake authenticity only by Restoration Hardware, which sells new-but-old-looking pencil sharpeners and fire irons to people who apparently want to live inside a catalog, The House of Blues doesn't bother to lacquer its walls with old Ebony magazine covers, like the recently deceased bluesman Junior Kimbrough did at his juke joint in Mississippi. Instead, Ackroyd & co. just bought Kimbrough's place as soon as he died and carved it up for cufflinks. That might not be exactly accurate, but it is how you feel when you step inside a HoB. They do sell "outsider art" cufflinks, though. Did you know that HoB has its own curator? who's aggressively acquired for that chain the world's largest collection of outsider art? A questionable category anyway, this kind of painting is freely mixed at the Harvard Square HoB with old signs advertising everything from shoeshines to churches, and faux-aged signs entreating you to "Have mercy & say yeah!" and directing you to the T-shirt display.
    • Zara Logue's Contemporary Design class at University of Oregon – This semester's theme is Authenticity. I'll be giving a guest lecture (remotely) on April 29.

    ChittahChattah Quickies

    ChittahChattah Quickies

    • Message Placement, kinda like Product Placement – Gates Foundation and Viacom Team Up to Weave Messages Into TV Shows – The efforts of philanthropies to influence entertainment programming is not new, although viewers are probably less aware of it then obvious marketing tie-ins in which, for example, a can of Coca-Cola shows up in a character’s hands. The Kaiser Family Foundation, which focuses on health issues, has been doing such work for a dozen years. It has worked story lines about H.I.V. and AIDS into programs on CBS and UPN including the reality show “America’s Next Top Model.”

      “There’s a lot of research that shows that when a character in a series says, ‘I’m going to be an organ donor,’ it’s effective, more effective than giving out a pamphlet.”

    ChittahChattah Quickies

    • How's that for a long-lasting brand/product? After 72 years, TV's `Guiding Light' switching off – It began as a 15-minute serial on NBC Radio in January 1937 and debuted on CBS television in 1952, focusing on the Bauer family of Springfield.
    • April 2009 – Iraqis Snap Up Hummers as Icons of Power – “Iraqis love them because they’re really a symbol of power,” said Mr. Hilli, a chubby 37-year-old who could not stop chuckling. Nonetheless, he spoke with authority, since he was his own first customer. Hummers in Baghdad are symbols of much more besides: increasing security, returning normality and a yearning for the trappings of sovereignty. Mr. Hilli allowed that there was something else, too, a little more indefinable, which in Arabic is “hasad thukuri,” [penis envy]
    • April 2003 – Americans induce patriotism through Hummer purchase – "When I turn on the TV, I see wall-to-wall Humvees, and I'm proud," said Sam Bernstein, a 51-year-old antiquities dealer who lives in Marin County, Calif., and drives a Hummer H2, an S.U.V. sibling of the military Humvee. "They're not out there in Audi A4's," he said of the troops. "I'm proud of my country, and I'm proud to be driving a product that is making a significant contribution."

    ChittahChattah Quickies

    • Airwalk footwear – In the mid-90's, Mann left the company. After his departure, the decision was made to "go mainstream" and focus on a more general audience rather than just creating shoes for sport enthusiasts. There was a brief rise in sales, but some people loyal to the brand found the mainstream designs questionable.
    • What happens when underground brands go mainstream – Wharton marketing professors David Reibstein and John Zhang have been exploring how early adopters react when a product goes mass-market. When is there a backlash? When do early adopters switch to new products and when do they stick with the brand?
    • Personas for Firefox | Dress up your web browser – Finally, a definition I can live with: Personas are lightweight, easy-to-install and easy-to-change "skins" for your Firefox web browser.

    ChittahChattah Quickies

    • Harley-Davidson: You Can File Our Obituary Where The Sun Don't Shine – Passionate and 100% on-brand response to rumblings about Harley not making it through 2009. Seen as full-page ad in today's New York Times and presumably elsewhere
    • Very slight story on how and why we use lines from movies in regular conversation – It also turns out that using movie quotes in everyday conversation is akin to telling a joke and a way to form solidarity with others, according to a researcher who has actually studied why we like to cite films in social situations.
      "People are doing it to feel good about themselves, to make others laugh, to make themselves laugh," said Richard Harris, a psychology professor at Kansas State University.
      Harris decided to ask hundreds of young adults about their film-quoting habits after he and his graduate students realized it was a common behavior that no one had looked at closely before.
      He found that all of the participants in his study had used movie quotes in conversation at one point or another. They overwhelmingly cited comedies, followed distantly by dramas and action adventure flicks.
      As for horror films, musicals and children's movies, "fuh-get about it." They were hardly ever cited.
      When asked about their emotions while quoting films, most people reported feeling happy.

    ChittahChattah Quickies

    • Spokane residents "smuggling" banned phosphate-containing detergents from out of county and out of state – The quest for squeaky-clean dishes has turned some law-abiding people in Spokane into dishwater-detergent smugglers. They are bringing Cascade or Electrasol in from out of state because the eco-friendly varieties required under Washington state law don't work as well. Spokane County became the launch pad last July for the nation's strictest ban on dishwasher detergent made with phosphates, a measure aimed at reducing water pollution. The ban will be expanded statewide in July 2010, the same time similar laws take effect in several other states.
      Many people were shocked to find that products like Seventh Generation, Ecover and Trader Joe's left their dishes encrusted with food, smeared with grease and too gross to use without rewashing them by hand. The culprit was hard water, which is mineral-rich and resistant to soap. As a result, there has been a quiet rush of Spokane-area shoppers heading east on Interstate 90 into Idaho in search of old-school suds.

    ChittahChattah Quickies

    • Listening to customer feedback? Twenty-Five Years of Post-it Notes (Thx, @susandra) – In '77, 3M decided to test-market. It failed to ignite interest. “When we did the follow-up research, there just weren’t a lot of people saying this was a product they wanted.”
      "We knew the test markets failed, but we just kept saying, ‘Maybe it was us. Maybe we did something wrong. Because it couldn’t be the product—the product was great.”
      To see for themselves how people responded to Post-it Notes, 2 execs cold-called offices, giving away samples and showing people how to use 'em. The responses were more enthusiastic. “Those things really were like cocaine. You got them into somebody’s hands, and they couldn’t help but play around with them.”
      1 more test was in order. They got newspapers to run stories about it. They festooned stationery stores with banner displays and point-of-purchase materials. 1000s of samples were sent to office managers, purchasing agents, lawyers, etc. People demonstrated it to potential customers. It was a huge success, and 3M decided to launch Post-Its.
    • Listening to customer feedback? Peter Arnell Explains Failed Tropicana Package Design – Big outcry over the Tropicana packaging design (which this suggests was NOT tested but that's hard to believe) led to a return to the previous packaging.
    • Listening to customer feedback? Malcolm Gladwell on the Aeron chair – The Aeron chair was originally despised and deemed ugly. It didn’t catch on for 2 years, and then it quickly became the most popular chair. Everyone came to love it. Gladwell concludes that people find responses about some topics extremely difficult to articulate. While they may think they dislike something (like the Aeron chair), in their hearts they may actually like it. There is a disconnect that causes people to express dislike in their heads while they actually like it in their hearts (and vice versa).
    • Listening to customer feedback? Hate Facebook's new look? You'll like it soon enough. – Slate advances the point that people react to change negatively but eventually get used to the change and make it work.
    • Listening to customer feedback? Problems With NBC’s ‘Parks & Recreation’ – When do you listen to negative feedback and when do you follow your vision? I think there's an important middle-ground that is often ignored: understanding what lies beneath that feedback and choosing carefully if and how to respond to it, or how to create supporting activities that help get over the barriers that the rejection points to

    The power of pervasion

    Last October I blogged about NBC’s use of “fusion marketing” with the show My Own Worst Enemy.

    Are they at it again? A recent episode of the NBC show 30 Rock revolved around a mini-microwave, “The FunCooker“…

    fun-cooker_microwave_b

    …and then a week later in some webvertising I saw an ad for this-

    iwave-cube

    -the iWave cube, a tissue-box sized microwave.

    I couldn’t help but wonder if there was another fusion marketing approach afoot.

    Marketing is both ubiquitous and stealthy, and in this mashed-up and pervasive environment, any piece of communication in any medium could be a marketing effort. I find this simultaneously intriguing and disquieting.

    Pervasive, cross-context marketing is producing some creative and thought-provoking experiences (the recent Skittles/Twitter (Skwitter?) campaign, for one). And it can be fun to spot marketing easter eggs–I felt a little thrill of potential discovery about the two microwaves.

    At the same time, this lack of clarity about whether any particular piece of communication is company-sponsored or not adds another level of opacity to an already Filo-dough-like world of layered information. Will bionic critical thinking skills become the new common sense?

    Related posts:
    Interacting With Advertising
    Collateral Damage
    Crossover Hit

    ChittahChattah Quickies

    • If you choose not to decide, you still have made a choice: the appeal of simplification by choice elimination – At the bottom of the Heaven's Dog cocktail list there's a category called "Freedom from Choice," where you leave it up to the bar staff to decide your drink. Diners choose the spirit they'd like and whether it should be "citrus-driven or spirituous."
    • Home + Housewares Show 2009…in Cartoons! – Pithy, brilliant, hilarious. Applies pretty much to every tradeshow I've ever been to.
    • Ask Jeremiah: The Comprehensive FAQ Guide to Twitter – It's a great document, but an online FAQ on someone's site is good for the type of user who is going to seek this document out…the mass adoption from Twitter is not going be as well supported by documents like this as it would be through the experience that Twitter itself creates
    • Lisa Smith and Caroline Linder at the Home + Housewares Show 2009 – "a maze of the bizarre and the banal, including picture frame air fresheners, pet hair picker-uppers, fingerprintless garbage cans, antibacterial marinaters, high-power vacuum cleaners, automatic hair-cutters, gas-powered blenders, anti-static dusters and instant boot dryers."
      "the spectacle is especially nightmarish; it represents the darker side of our discipline–product design gone wild and unchecked in the marketplace"
      "Who knew that both Miami Vice and the Southwestern pottery craze are preserved within the wide color range of KitchenAid Mixers?"
      "Q: How did you pick these forms? A:Oh, these are historical forms that we made up.""

    Where does Twitter go from here?

    (Originally posted on Core77)

    whatistwitter
    It’s an interesting time for Twitter. Although the folks on Twitter are lead user/early adopter types, there is huge buzz about the service. And as with many disruptive innovations, this new-and-different-thing is not well understood and begins to evoke a backlash. The mainstream media (NYT, Daily Show) is enjoying the opportunity to portray the technology – and its adherents – as contributing to a social decline, wasting time, being foolish, self-absorbed, and other cultural sins. But we went through this with cellphones (self-important rich people only), the Walkman (self-absorbed anti-social jerks), and so on. Let’s understand the backlash for what it is: a society grappling with emerging behaviors that challenge social norms. See Evan Williams on Charlie Rose for a discussion of “normal people” using the service.

    One way to normalize a new behavior is to think about how it’s going to make money. Because what’s more normal than capitalism, right? So we’ve got all the Skittles buzz recently. We’d rather consider the designed experience that Twitter is facilitating than the marketing, PR, and money stuff, though. For a primer, you can read our previous thoughts here (summary: What the heck is this thing for? You’ve gotta use it for a while and see). Of course, all ideas are brainstorming, and not recommendations. Brainstorming works best when people build on the ideas, so we’d love to see all the builds you can come up with on the issues and the stand-in solutions. Note: some of these things may already be available on Twitter.com; but we see them only when we log out, so not sure how much help that is?!

    Out of Box or Is This Thing On?
    Just for fun, we went and looked at some of the first tweets (or postings, if you prefer) from people we are connected with on Twitter. Here’s some typical ones

    • taking the plunge
    • ok, i’m here… now what?
    • teaching rissa what twitter is.
    • trying to figure out why i joined twitter

    (side note: there’s a lot more exploration of what people’s first tweets are; see this analysis and this part of the My First Tweets project).

    There’s nothing wrong with this sort of tweeting, it’s a way for people to explore and test the system out. But it reveals that tentative stage people are in (and some never leave) when first using the system. A general principle here is to give people scaffolding to help them move to a more comfortable, fluid, confident, and rewarding stage of usage. Twitter asks What are you doing? and people can answer that question. But without a more full-fledged model of Twitter, they are always going to be tentative in this stage.

    One possibility: give people a backstage mode where they can just try posting stuff, and then once they are ready, turn them “live.” Maybe you get 10 free tweets that no one will see. I’m thinking of Practice Mode in Guitar Hero where the player strums and the disembodied voice urges “great!” “rock on!” “go for it!” Give people permission to play without an audience, and then go live with it.

    What Goes Where
    Maybe it’d be helpful to provide a diagram that visually explains what you are broadcasting and to whom. What do you see as input on Twitter? Where does what you write go? Who can see it? And sure, if your stuff goes on the public timeline, then “everyone” can see it, but if Twitter is getting (say) 5,000 posts a second, that may change how you feel about your content being put all the way out there. But building that model in a realistic way for people so they understand how public they are being.

    The Device Ecocystem
    There’s two use cases here (for most of these issues): posting and reading, and you can configure your devices/technologies a few different ways. There’s a cliche of Twitter as a mobile device-only system, but it’s much more flexible than that. You can use IM, SMS, or PC and a combination or multiplicity. That creates a lot of options and customization, but people need a bit of help understanding what the options are, and perhaps why those options would be better for one situation than another (rather than realizing how much it sucks to get 30 texts in 4 minutes).

    The External App Ecosystem
    We could imagine why Twitter would not want to get involved in telling people about these things, but since they’ve opened up their API there are a ton of other services and applications out there. Designers of these tools are building in the viral aspect so that using this extra service (say, MrTweet which suggests new followers for you) creates a tweet that tells others about the fact that you are using it). But how does a not-so-new user find out what else is available? Sorting through the iPhone apps and desktop apps that let you manage your tweets and followers differently is not an easy task. And no doubt there are websites out there that have captured all that, but why not put it on Twitter.com?

    Terminology and Commands
    We’ve learned most of this by watching other people. But it took a lot of Twitter use before we were clear about conventions such as @ to reply to another person (and to understand what that looked like to the recipient), D to directly and private contact another person, # for tagging, and RT for ReTweeting (we still aren’t sure if that’s an evolved bit of common language or a command that we can use somehow). Can we help people with this? Sure, help text on the screen, but also some sort of smart tech, like Google’s suggestions during search, or (God forbid) a Clippy-like solution that offers some suggestions based on what it thinks you are trying to do.

    Social Norms
    One of the consequences of new social media is that it creates unarticulated and emotional expectations on others. People that post too much are rude. People that don’t tweet enough are rude. People that don’t have a bio, or a good user name are rude. People that follow us back too quickly are obsessed. People that don’t follow us back are rude. People that …well, you get the point. We bring expectations about others into this new interactive soup, but we can bet that most people do NOT share those norms, and it can get ugly, or awkward. Twitter is in no position to dictate those social norms to people as they are evolving organically, but Twitter could provide some coaching. Why doesn’t Twitter itself analyze our usage and suggest – something – in a gentle way. Or at least help make us mindful that there are evolving and varying social norms here and we should take it easy on ourselves and with others. Note: David Pogue addressed this issue pretty well here.

    What To Use It For
    Twitter might not want to go too far with this either. People are inventing all sorts of new use for Twitter all the time. But highlighting some use cases would be interesting and eye-opening for people as they either are thinking about putting their toe in, or after they are users and considering what the heck this thing is really for. Although it’s rather smarmily self-congratulatory, the LinkedIn Blog does this fairly well.

    I’m sure we’ve missed a ton of ideas. What do you think?

    Note: follow us on Twitter at twitter.com/steveportigal and (new) twitter.com/chittahchattah.

    Jimmyjane’s Sex Change Operation

    (Originally posted on Core77)

    etched
    Ethan Imboden worked as an industrial designer for firms like Ecco and frogdesign, cranking out designs for everyday products (i.e., staplers and monitors), but grew to feel that he had something more to contribute. After starting his own design firm, he went with a client to the Adult Novelty Expo and saw bad design everywhere. He founded Jimmyjane as a response to that, and set out to use form, color, materials and so on to create premium vibrators. Now he’s a visionary creative, with strong ideas about the Jimmyjane brand and how to embody those attributes across a range of products. Imboden fits the Be A Genius and Get It Right archetype we wrote about in interactions. At least, if they are doing as well as they indicated during our recent visit, then they are “getting it right.” But we couldn’t help but wonder if there wasn’t more that they could be doing.

    In addition to vibrators, Jimmyjane sells other products intended to bring sex, sexy, and sexuality forward. They’ve got candles with a spout so you can pour out melted lotiony goo for a sexy massage, heating tray doodads for the same goo that double as massagers, feel-good and smell-good lotions, etc. etc. They’ve got a soft eye mask with an embroidered Z on one side and an embroidered heart on the other: wear the mask with the Z outside when you want to sleep; put the heart on the outside to announce your interest in blindfold panky.

    figleaf

    Despite claims that the name Jimmyjane represents their intent to serve everyone, the product line leans heavily towards the feminine, and appears in retail at places like Sephora. Meanwhile, limited-edition vibrators laser-etched with work by named artists, or covered in diamonds or platinum obviously serve an extremely narrow range of customers.

    armgoo

    Considering all this, Jimmyjane starts to emerge as a Victoria’s Secret-meets-Harley brand. They play around the edge of naughty: you can’t buy the vibrators at Whole Foods, but you can pick up some candles. The Jimmyjane retail display in Whole Foods lets shoppers have a private bit of shocked delight when we can connect a everday purchase in a grocery store to a risque activity – and needn’t ever engage in that risque activity ourselves to get that little buzz. We can buy a Harley leash for our dog, or a wallet, or cross-brand for our truck, and get a taste of the Harley feeling without engaging in the core activity: driving a Softtail. That public/private sauciness was a driver of Victoria’s Secret growth; here, instead of underwear, Imboden is offering the halo effect of vibrators.

    We saw their Theory of Everything Venn diagram that tries to map candle scents to emotional attributes of attraction, thus creating a product line logic that is slightly arrogant in its delusions of grandeur. Being led by design instead of the customer need starts to isolate the vision from reality and from bolder and bigger possibilities. Imboden told us that they don’t want to be evangelists who try to convert people to use vibrators, etc. But we asked if they were trying to lower barriers and we were met with a puzzled stare.

    esplode

    But Jimmyjane (or someone else who sees the opporunity) has huge potential to do some more barrier lowering. They’ve already done a tremendous reframe of sex toys from dangerous, cheap, embarrassing crap, to high-end, well-designed chic. But they are toying with reframing sexuality as part of our culture, by bringing bits and pieces of it from the backstage to the frontstage.

    streetview2

    To grow the market (and thus their business) by bringing more people into this realm means seeing the opportunity for barrier-lowering and then doing the hard work it will take to understand how all their customers (current and potential) are perceiving those barriers. But Jimmyjane has a limited customer feedback loop (consisting of input from retailers and Ask Jimmyjane on their website). We heard about the packaging for the Rabbit vibrator (a product Jimmyjane did not design, but is selling, or as they put it, curating): because they plan for customers to have a great out-of-box experience, all products are cleaned and stocked with batteries before shipping (and the batteries are separated by a small pull-tab so they don’t run down before purchase). But they heard that customers were taking the Rabbit out of its box and after seeing that it had batteries in it assumed that it was used. Yuck! They are now redesigning the packaging to display the batteries and give the purchaser the opportunity to load the batteries themselves: it’s add-an-egg for the new millennium.

    boxredesign

    That’s a simple usability failure and it’s easily fixed, once discovered. But it suggests potential mismatches between how Jimmyjane conceives of and produces products and how customers are buying and using products (and that’s just the ones who are buying). The opportunity for growth, by revisiting what sexuality means and how products can support it, is enormous, and the possibility of Sexual Revolution 2.0, a world where sex, sexuality, and sexiness might be experienced on both sides of the green door in a more fun and carefree manner, is well within reach for a firm that has already done so much.

    ChittahChattah Quickies

    • Essayist Joseph Epstein Exposes Friendship – "Some aspects of friendship had changed, he averred. Women and men could now meet in non-sexual friendship in a way they could not in his father's generation. And through email, chat rooms, and technology, "techno friends" could be friendly without requiring personal presence."
    • Susan Roane – Small Talk – Keynote Speaker – Business Networking Techniques – Susan RoAne is the leading authority and original expert on how to work a room. Her best-selling books, popular interactive presentations and media interviews help companies and organizations successfully develop, build and manage client relationships that increase business growth.
    • Podcast: Susan RoAne, author of the book Face to Face: How to Reclaim the Personal Touch in a Digital World – RoAne is an author and speaker on communication but she's blissfully ignorant that the issues she's addressing (When do you email vs. make a phone call? Should you use your laptop in a meeting? Can you wear a bluetooth headset at the opera?) are social norms that are evolving rapidly as new interactive media take hold. What kind of expert proclaims "If you are twittering more than 5 times a day, you should get a life"? Especially in the same breath where she declares it as her new addiction. While she's a champion for the value of real personal connection and considers some of these technologies as excellent ways to enhance those relationships, she also has a top-down view of what's right and wrong without really addressing that sometimes our interpretations about new behaviors are arbitrary (i.e., the act of wearing a Bluetooth headset has no inherent moral value, it's only in the way our society at this time consents to interpret it).

    ChittahChattah Quickies

    • Some big-thinking on how the professional organization is changing: structure, environment, process – There will be a set of rituals, a cadence of events, that comes to define what differentiates the organization and supports how things get done. The places where these take place now are found by labels on doors—“conference room”—in otherwise undifferentiated space. The activities of the evolving place are about actions—collaborating, integrating, innovating—and not about hierarchy or formal processes.
    • In Detroit, Artists Look For Renewal In Foreclosures – In the late '90s, we used to generate fake "trends" mostly for fun, but also as a fatigued reaction to all the hype we were facing about, well, everything. One of my best – because it was just so ludicrous and therefore worthy of endless repeating in any ideation session – was that people were choosing to live in hovels [because hovel is definitely a good comedy word].

      Once again, I was 10 years ahead of my time.

      "Jon Brumit is an artist in Chicago…He and his wife just bought a house in Cope's neighborhood for $100. That's right: an entire house for the price of dinner at a nice restaurant for a family of four. Sure, the place needs a ton of work and it['s not that safe, but Brumit says it's worth it just to help bring back the neighborhood."

    ChittahChattah Quickies

    • Design Research Methods for Experience Design – Triading is a method that allows a researcher to uncover dimensions of a design space that are pertinent to its target audience. In triading, researchers present three different concepts or ideas to participants and ask them to identify how two of them are different from the third. Participants describe, in their own terms, the dimensions or attributes that differentiate the concepts. Participants follow this process iteratively—identifying additional attributes they feel distinguish two of the concepts from the third until they can’t think of any other distinguishing factors.

      The benefit of this process is that it uncovers dimensions of a particular domain that are important to the target audience rather than the researcher or designer. For example, participants may describe differences in groups as “warm” versus cold” or business-like” versus fun.” Designers can then use the most relevant or common dimensions as inspiration for further design and exploration.

    • Mapping Oakland – Mapping Oakland is a research project aimed at mapping people’s perceptions of neighborhoods and urban space within the City of Oakland. Mental maps have been used in geography to understand individual perceptions of space and place for sometime. The method has proven useful in helping geographers understand how people perceive elements within the landscape for navigational purposes and to understand the cultural value of spaces. This web site provides citizens throughout Oakland access to a survey that measures how people perceive and use public open space in the City of Oakland.
    • How ethnic groups change Oakland neighborhoods – When Robert Lemon, a UC Berkeley landscape architecture grad student, was a community planner in Columbus, Ohio, he noticed that despite the car-oriented landscape, residents of the city's Latino community, for the most part, liked to get around on foot and bicycle and, as a result, were bending the neighborhood to their collective will. Taco trucks and open-air produce markets popped up in vacant parking lots on one of the city's main shopping thoroughfares. The bicycle was a key mode of transportation even though there weren't dedicated bike lanes, and colorful murals appeared on the walls of large buildings. The neighborhood had the feel of small-town Oaxaca, the Mexican state from which many of the city's Latinos hailed.

      In California, he found similar changes occurring in Oakland's Fruitvale and Chinatown neighborhoods. He is conducting a formal survey as part of a fellowship & has gone through Oakland's diverse neighborhoods, walking up and down the streets asking questions.

    ChittahChattah Quickies

    • Dave Cortright's #1 takeaway from Interaction 09 Redux – "Steve Portigal gave a condensed version of his workshop Well, we did all this research…now what? But the one thing I took away was something simple, yet obvious in hindsight. When you are doing observational and ethnographic research, the observee is the boss. They are always right. Their knowledge, experience, feelings, work environment etc. is the truth, and it is the truth that you seek. You are not there to fix things, or correct them, or show off how smart you are. You are there to learn about the world from their perspective."

    Griddle to Griddle Design

    girddleext
    The Griddle Cafe, Los Angeles, February 2009

    Recently, we ate Sunday breakfast at LA’s The Griddle Cafe. They offer an extensive menu featuring some interesting pancakes. I ordered Scotch On The Rocks (coconut, pecan, oat, and butterscotch-chip filled flapjacks covered in powdered sugar) and brown sugar-baked bananas. Not only did I end up with a side of bananas and bananas in my flapjacks, what I didn’t realize was that the portion size was insane: three thick flapjacks large enough to hang over the edge of a plate:

    griddlegoodies

    Needless to say, I couldn’t come close to eating it. The more I ate, the more the plate resembled what it looked like when they first served me. Eventually I began to feel badly: I’m a glutton for eating something like this, I’m wasteful for ordering something like this that I can’t eat, and I’m an out-of-town rube for not knowing how to order here.

    While I walked away with my gluttony issues intact, we struck up a nice conversation with our neighbors who pegged us as visitors and explained that it is possible to order a single flapjack. Next time! And when we declined the to-go box (as we were headed to the airport shortly) I was very relieved when the host offered to give the leftovers to one of the homeless folk who hang out near the restaurant (presumably because this is a common occurrence).

    We left the restaurant and stopped into a nearby store. A few minutes later we emerged and headed to our car. We saw some street dudes walking towards us carrying a styrofoam box. Without exchanging words with each other, we knew that it was my leftovers. But maybe we were staring or looking expectant, because as we came closer, the man carrying the box (with that extroversion borne of the streets) asked us if we wanted some, flipping open the clamshell to reveal – of course – my flapjacks, still quite intact.

    Seeing that indeed my food did not go to waste while looking upon the very flapjacks that had just been on my plate was a mini-lightbulb moment. And so I moved to reply with matching enthusiasm to the man who was praising these same flapjacks. But as my jaw opened, I realized that I had no smooth way to honestly articulate my satisfaction without identifying myself as yet another of his benefactors (even as he was offering with a mix of exuberance and cynicism to share with us). Instead, I simply affirmed that the food did indeed look good, and we each went on with our days.

    See more of my LA pictures here.

    ChittahChattah Quickies

    • The “Raiders” Story Conference – Sure, there's a 125 page document on the interwebs now that transcribes the meetings that Spielberg, Lucas, and Lawrence Kasdan had to plan out Raiders of the Lost Ark, but even better is this post chock-full of analysis (with examples) of that document, finding principles of storytelling, screenwriting, and collaboration.

      "7) No idea is a bad idea when you’re brainstorming.

      These guys were all over the place with ideas and there’s nothing wrong with that. As I mentioned earlier, many of the ideas discussed, like the plane crash sequence and mine cart chase, were used in the second film. So what helped determine which sequence should be kept and thrown away? Redundancies in concept. You already had a chase scene here, so why have another one here? Let’s come up with something different. You know? That kind of thing."

    ChittahChattah Quickies

    • The McGangBang: a McChicken Sandwich Inside a Double Cheeseburger – (via Kottke) Another awesome example of customers co-opting (or trying to) the corporation. It's a user-generated menu item and people are trying to order it by its (rather unpalatable) name and then documenting the results. Like the obscene Skittle comments on Twitter, this is people taking a brand (and an experience) and playing with it. And then using the Internet to bring energy to that small piece of celebratory rebellion. If we ever needed another example of the brand being created by the customers not the producers, this would be it.
    • Chinese Internet meme about Grass-Mud Horse is a form of social protest – An online phenomena features a mythical character is built on the name – in Chinese – sounding close to an obscenity, but presented as an innocent song (with some fable-like plot twists) that the censors (so far) can't/won't remove. “Its underlying tone is: I know you do not allow me to say certain things. See, I am completely cooperative, right?” the Beijing Film Academy professor and social critic Cui Weiping wrote in her own blog. “I am singing a cute children’s song — I am a grass-mud horse! Even though it is heard by the entire world, you can’t say I’ve broken the law.”

    The Head of the Class

    yakkay

    Yakkay bicycle helmets create a normal look by camouflaging the protective shell with a cool hat. This product reminded me of a few years ago when we worked with a client in the construction gear business who wanted to produce a premium hard hat, positioning against the near-disposable incumbent. They were already convinced that the value could be increased by solving functional problems (comfort, temperature, sweat), but our research identified that one of the biggest issues was a social one: the way people felt about themselves in their work gear both on and off the job site. Protective eyewear and footwear had recently been redesigned to be fashionable and we encouraged them to explore something similar with hard hats. We even showed a trendy Kangol hat in our presentation.

    Unfortunately, this type of insight couldn’t move our gatekeeper away from what he was already imagining as a solution and I remember his audible splutter when we got to the slide with the Kangol hat. I am not sure that image survived into the next version of the presentation, even. But as far as I know, they never launched any product at all. So, best of luck to Yakkay!

    See also: Talk To The 5th Guy

    ChittahChattah Quickies

    • Twitter's suggested users for you to follow – This lacks any personalization and reinforces the unfortunate star system that (social) media supports, but it's a good example of a "how to get started" scaffolding that I've written about before
    • Jimmyjane's Sex Change Operation – my article on Core77 – We were invited to designer-sex-accessory firm Jimmyjane to learn more about their history and their approach. My thoughts on the company and its mission are posted on Core7.

      "Ethan Imboden worked an industrial designer for firms like Ecco and frogdesign, cranking out designs for everyday products (i.e., staplers and monitors), but grew to feel that he had something more to contribute. After starting his own design firm, he went with a client to the Adult Novelty Expo and saw bad design everywhere. He founded Jimmyjane as a response to that, and set out to use form, color, materials and so on to create premium vibrators. Now he's a visionary creative, with strong ideas about the Jimmyjane brand and how to embody those attributes across a range of products. Imboden fits the Be A Genius and Get It Right archetype we wrote about in interactions."

    ChittahChattah Quickies

    • HotStudio describes their user research process for their redesign of Dwell.com – Of course, numbers are open to interpretation, and it was interesting to find some of the data contradicted by other research, namely existing data we pulled from trolling the existing community site. Rather than asking about their preferences, we could observe users directly there, and note what people were talking about and what they wanted to do. We found that many users really do want to promote their design services. We also reviewed user comments on articles throughout the site.

    ChittahChattah Quickies

    Lovenest: Help Keep Your Baby’s Head Round

    lovenest

    From a visit to a baby superstore in Vancouver, an education about a problem (plagiocephaly – an asymmetrical distortion of the skull) and a solution (the Lovenest).

    The parent-of-baby market seems unique in its (often peer-reinforced) drive to identify new needs and corresponding solutions. This leads to a lot of stuff being produced, some as expensive replacements for existing satisfactory (if generic) solutions, but much of it seemingly innovative. I suppose the work of a parent now includes the emotionally fraught process of trying to sort out the difference.

    See more of my Vancouver pictures here.

    Mixed Signals

    cool
    From a recent rental, here’s a dashboard indicator I’d never seen before. As far as I could figure out, while the car is warming up, the engine temperature light shows a green “cool” indicator. At least, it disappeared after a few minutes, so I concluded that was associated with the car warming up. We don’t want the engine to be too cold, and any indicator at all is perhaps a bad (or less good) thing, so it seemed to be a warning. But green is good, so is it good that it’s lit up? Is it good that the engine is cool? Is it bad when it goes out?

    See more of my Vancouver pictures here.

    ChittahChattah Quickies

    • The Computer Will See You Now – how the computer interferes with the doctor-patient interaction – Doctors struggle daily to figure out a way to keep the computer from interfering with what should be going on in the exam room — making that crucial connection between doctor and patient. I find myself apologizing often, as I stare at a series of questions and boxes to be clicked on the screen and try to adapt them to the patient sitting before me. I am forced to bring up questions in the order they appear, to ask the parents of a laughing 2-year-old if she is “in pain,” and to restrain my potty mouth when the computer malfunctions or the screen locks up.

      The computer depersonalizes medicine. It ignores nuances that we do not measure but clearly influence care. Room is provided for text, but in the computer’s font, important points often get lost.

      A box clicked unintentionally is as detrimental as an order written illegibly — maybe worse because it looks official. It takes more effort and thought to write a prescription than to pull up a menu of medications and click a box.

    • Tension between medical and colloquial language – an issue I explored in interactions column (Poets, Priests, and Politicians) – (via MeFi) Dr Ardill, in evidence, said he did not use the words alleged by Ms McQuade. He said he asked her was she “next or near a man’s willy bits” in the last six months and in relation to her sleeping he did suggest a drink, light exercise, a trashy novel or some “rumpy pumpy”. He said he used this kind of “childish” language with all patients to make them feel at ease. Nobody before had found it offensive. He said he would not use the term “willy bits” again.

    Good and Bad Business Names

    Two L.A.-area business with names that just make sense:
    rightofway
    Right of Way, exceeding all of your traffic control needs

    greenset
    Green Set, motion picture plant rentals. This truck was traveling with a another, both with palm trees hanging out the back.

    And, for contrast:
    gotkosher
    Got Kosher? Provisions is a retail outlet for the much better-named Got Kosher? but if you don’t know that, the sign reads quickly as Got Kosher Provisions? which is perhaps one of the worst business names possible.

    See more of my L.A. pictures here.

    ChittahChattah Quickies

    • Paul Graham writes on "Why TV Lost" – Lots of interesting points in Graham's essay, but I found these two, about the underlying media component of many startups, and the temporal aspect of TV-watching especially thought-provoking: "Now would be a good time to start any company that competes with TV networks. That's what a lot of Internet startups are, though they may not have had this as an explicit goal. People only have so many leisure hours a day, and TV is premised on such long sessions (unlike Google, which prides itself on sending users on their way quickly) that anything that takes up their time is competing with it."
    • Where does Twitter go from here? – My post on Core77 about how Twitter can think about evolving its overall user experience as it straddles lead users and mass awareness
    • Logic+Emotion: Skittles Smackdown, A Sociological Viewpoint – Nice words from David Armano, pulling out something I wrote yesterday about the Skittles/Twitter PR experiement

    Mashup potatoes

    menu-pic

    I’m sitting here at work and my wife Theresa and her friend Kiki are getting an early dinner.

    Would I like something?–Kiki IMs me from her phone and sends me a pic of the menu. I text message them an order. Theresa calls me back–it’s too early for the dinner menu. So I click to the lunch menu on my computer.

    This is all done without breaking my stride from the work I’m doing. After it happens, I can’t help but sit for a second and think about the awesome array of technology and communications firepower I’ve just used to procure my Caesar salad, and how utterly normal it felt to do this.

    It’s the future, now. (But we still need to eat our leafy green vegetables.)

    Related posts:
    Technology strengthens families
    Thinking about tomorrow makes my brain hurt

    ChittahChattah Quickies

    Loss of Context II

    From Secret Lives of Comic Store Employees, Wired.com’s aspiring-to-anthropological-but-no-dice exploration of the subculture comes:

    Biggest pet peeve about customers?
    The perfectionists. Like the clerks with the eggs, inspecting each one.

    That makes no sense. They’ve captured literally what they think the interviewee uttered (but not what they said, and certainly not what they meant). They should know enough contemporary culture to remember that Kevin Smith’s 1994 film Clerks featured a customer who would obsessively check every egg in every carton.

    DANTE
    This guy is going through all of the eggs. Look.

    An ODD MAN sits on the floor, surrounded by cartons of eggs, all opened. He grabs a carton from the cooler case, pops it open, and examines each egg carefully.

    This is a regular challenge in interviewing. We must embrace enough of the respondent’s context (and Kevin Smith movies are absolutely within the context of a Comic Store Employee) in order to understand what we’re hearing. Simply reporting it will produce misleading garbage.

    Also see: Loss of Context – where the interviewer/editor mixes up Digital Equipment Corporation and a digital equipment corporation.

    ChittahChattah Quickies

    • Everything's amazing, nobody's happy – Thanks to John Zapolski for this one. Louis CK on Conan ranting with disgusted amazement against the dissatisfaction that he sees with what are clearly amazing new behaviors enabled by technology. Once again standup comedy provides some articulate-as-hell cultural observation. I don't encourage producers to take on Louis' attitude (basically, get over it) themselves, but it does provide a provocative point of view
    • My latest column for interactions: Interacting with Advertising – There’s a famous saying (attributed to John Wanamaker, the retailing pioneer): “Half the money I spend on advertising is wasted; the trouble is, I don’t know which half.” And while that’s still true, we propose this corollary: Half our encounters with advertising are dripping with evil; the trouble is, we don’t know which half.

    Get our latest article, Interacting With Advertising

    ipodad

    My latest interactions column, Interacting With Advertising has just been published.

    There’s a famous saying (attributed to John Wanamaker, the retailing pioneer): “Half the money I spend on advertising is wasted; the trouble is, I don’t know which half.” And while that’s still true, we propose this corollary: Half our encounters with advertising are dripping with evil; the trouble is, we don’t know which half.

    Get a PDF of the article here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

    Related: Forced Engagement

    Other articles

    Sleeping Dogs Lie

    doons
    Today’s Doonesbury reminded me of a curious incident during my recent trip to L.A.

    Getting off the freeway in Gardena, on the way to our appointment, I passed by this place:
    ewing1
    ewing2

    Guard dog rental? Amazing heroic mural? I had to stop and take a picture. I did a few U-turns, stuck my camera out the window, took some shots (even from across the street I could hear that kennel sound of a million dogs barking), and headed the last mile to my appointment. Parked in front of our participant’s building and getting our gear ready, I was surprised when a Hummer pulled up beside us. The window rolled down and the uniformed driver, presumably the guy in the mural, said to me “You were taking pictures of my building?”

    I really was confused; it was already a few minutes ago and a mile away; I was on to the next thing and it took about 15 seconds to realize that i) he had seen me across the street taking pictures and ii) he had got into his vehicle and followed me for a mile to check into it. Once I realized that he was not asking about the building I was currently standing in front of, but something from a few minutes ago, I explained that he had a beautiful mural. And this was a perfectly satisfactory answer. He told me that some of his puppies had been taken, and then introduced himself and gave me his business card. We wished each other a good day, and he drove off.

    I thought about what had just transpired and how it could have been so different. There was nothing threatening about this man or his manner, just his context (a large and physically present individual who runs a security firm in a Hummer); given that he embodied a potential threat, he gave off a pleasing calmness, with no undertone of intimidation. I was not scared or uncomfortable; but I realized very quickly that the scenario was one where those feelings would be typical, and I attribute this guy’s serious coolness for keeping it that way.

    See more of Steve’s L.A. photos here.

    ChittahChattah Quickies

    • What were arcades like? – This thread is making the blogosphere-rounds. The video game arcades that I and many of the posters grew up with are gone; gaming takes place in the home. But the question has produced a lot of good (if not yet thick) descriptions of the environment, the participants, and the social rules that developed. Personally, "arcade" suggests a dedicated business that would provide video games, pinball and billiards. But in high school, we would typically go to local merchants and hang out. Variety (or convenience) stores were obvious candidates, but we spent a lot of time and money in a laundromat/laundry service place. I opened my first ATM account at the bank next door and would take out $5 and get change from the laundry proprietor and play after school for a few hours. Even though we had computers at home with games on 'em, this was more fun.
    • WonderCon: Comic book subculture now mainstream – "This is popular culture now," said Ferioli, 41, of Oakland, who attended his first comic book convention in New York when he was 16. "Look at Heath Ledger winning an Oscar for playing the Joker (in 'The Dark Knight'). These things that used to be fringe are now icons. It's not a subculture, it's the popular culture."
    • Steve's photos from WonderCon 2005 – There's something utterly delightful seeing an Imperial Stormtrooper at a drinking fountain

    “Very Loud Please Cover Ears!”

    Here’s the Nine O’Clock Gun in Vancouver’s Stanley Park
    cannon

    The cannon, safe inside a cage, fires every night at 9:00. And there are warning signs, of course. One is fairly straightforward
    warning

    And the other looks like a parody example of Bad Visual Design.
    zanywarning

    Although the entire sign is hideous, confusing, hilarious yet disturbing, the bad copy, perhaps to cross cultures, is my (for lack of a better word) favorite. I love the phrase “Very Loud Please Cover Ears!” — note that the unnecessary quotes are actually included in the copy. It trumps the bad colors, the confusing icons, and the abysmal visual flow. I picture some bureaucrat, for whom English is not a first language, shouting out the copy to the sign designer, who took it down verbatim. Although just a comma would help a lot, but it still just reads embarrassingly wrong.

    See more of my Vancouver 2009 pictures here.

    ChittahChattah Quickies

    • Interaction designer Oliver Bayley's blog about 3 months in a wheelchair while recovering from a snowboarding accident – The soap dispenser and sink were co-located so no problems there. But next I needed to dry my hands. Looking around I discovered that the paper towel dispenser was on the opposite wall from the sink. In order to get to it I had to maneuver my wheelchair, which meant grabbing the grips on the wheels with wet hands. Doing this felt very disjointed and somewhat unsanitary. I was immediately struck by the apparent lack of consideration for wheelchair bound patrons of this restroom within a hospital.
    • A designer from frogdesign has her first mammogram and reflects on the experience – Two images came to me as I stood half naked responding to the technician’s requests to hold perfectly still — the first was the entwined bodies of two dancers from an article on choreographer Alonzo King that is currently featured in the design mind Motion issue, so compelling in their unity, singularity and flexibility; and the second was my daughter smiling and dancing with a sculpture at Maymont Park in Virginia — the cold stone made warm from its wave form and her delight in its human character.
    • Designer Debbie Millman goes to the beauty salon and reflects on life and aging – As I navigate through these fears, I realize that after all the years of wanting, after all the years of feeling bad about who I was and where I was and what I had, I have recently come to the realization that I don’t want life to end. Ever. And though I grimace when I look at myself naked and I have given up trying to read the small type on a menu, I want to do want to continue to get older. So what, I am nearly 50. Big deal. Whether I am fat or thin, rich or poor or with more hair on my face than I have on my head, with each observation, with each day piled high on top of another, I am reminded that I still get to be right here as it all continues to unfold in front of me.

    User experience and Indian cowboys

    A few weeks ago I was driving to work and heard a story on NPR about an initiative to use cowboys to clear out the stray yet sacred cattle that roam the streets and marketplaces of New Dehli.

    I thought the story was fascinating and wanted to post something about it, but I wasn’t sure which program or even which of several local NPR stations I’d been listening to.

    When I did a quick search for the story, I couldn’t find it anywhere. What I did find was one of the best user experiences I’ve had on the Web.

    Having trouble finding something? NPR can help you find a story or music you heard on an NPR program.

    This was the promise on NPR’s Search page, but all I knew was the general topic of the story I was interested in, and the approximate time and location where I was driving when I heard it. I wasn’t too hopeful, but I filled out the search form anyway.

    npr-search-form

    Three days later, I received this email (excerpted slightly):

    Dear Dan,

    Thank you for contacting NPR.

    The piece you are referring to was aired on the public radio program Marketplace. Although heard on public radio, Marketplace is neither produced nor distributed by NPR.

    Here is the link to the story you have requested: http://marketplace.publicradio.org/display/web/2009/02/02/dehli_cowboys/.

    For contact information, or to learn general information about the program, please visit http://marketplace.publicradio.org/.

    Hats off to NPR for understanding that many of their customers need to engage in the kind of follow-up activity I was, and for creating a straightforward tool to help us get what we want from the experience.

    It seems simple, but in so many cases, companies miss these opportunities completely, or offer solutions that don’t work so easily and elegantly.

    cows
    Some cows I often pass on my way to work

    As far as the Indian Cowboy story itself, I find the tradition-meets-attempt-at-purposeful-change aspect intriguing, as well as the way a whole business model has formed around these cows and the way they’re positioned in the culture.

    They belong to thousands of unlicensed dairies around the city that make an estimated $120 million a year selling milk and yogurt. The owners of those dairies let the cattle forage for themselves, taking advantage of a Hindu custom of feeding cattle as a spiritual good deed.

    It will be interesting to see how New Dehli’s attempts to alter this complex set of relationships plays out.

    Influencing customer behavior

    killarney
    We Need Your Help, Vancouver, February 2009

    The Killarney Market in Vancouver, B.C. accepts the inevitable: customers will take shopping carts in order to transport their groceries home. Rather than scolding customers or making the behavior illicit, they give permission and provide an extra service: cart retrieval. Sure, this could be better presented and better implemented, but it’s an interesting response to the common behavior, giving permission and supporting the obvious instead of demanding or forcing it to stop.

    And a refreshing contrast from the increasingly common post-design solution (using our friend, technology) that locks cart wheels if they leave the property boundary, deterring removal in a rather unsubtle fashion.

    cartwarning
    Carts and Borders 1, Oakland, August 2006

    cartwarning2
    Carts and Borders 2, Oakland, August 2006

    cart_mascot
    Oh no, Oakland, August 2006

    See also:
    Curb Appeal
    There is Nothing New Under the (Rising) Sun

    ChittahChattah Quickies

    • Percival Everett's short story, “The Appropriation of Cultures” – This is the second story in this podcast and is an entertaining and powerful piece of fiction about the meaning of symbols and the power that we might seize to change that meaning. Culture jamming as narrative device, in other words.
    • Ethnography is not an in-home interview – Grant McCracken considers the emerging finger-pointing as Tesco doesn't do as well in the US as they had hoped. Was research (or rather, poor research) to blame? I share his concern about people going through the motions and claiming they've done the research. A prospective client asked us the other day why they would hire us as opposed to simply borrowing a video camera from his brother and dropping into some of their target offices. It's an important question because it reveals a common mindset. My short answer was that they should definitely do that, but that the expertise we are bringing includes (but is not limited to) the ability to plan and execute those interviews so you really do get to something new, and the process for analyzing and synthesizing that data so that we can identify what it means to them and what the opportunities are. Perhaps, as McCracken suggests, Tesco failed to do just that.
    • Standing/adjustable height work surfaces, long available in workplaces, are being tried out – with seeming success – in schools – Teachers in Minnesota and Wisconsin say they know from experience that the desks help give children the flexibility they need to expend energy and, at the same time, focus better on their work rather than focusing on how to keep still.

      “We’re talking about furniture here,” she said, “plain old furniture. If it’s that simple, if it turns out to have the positive impacts everyone hopes for, wouldn’t that be a wonderful thing?”

    Good and bad ideas in the daily paper

    Adam Richardson recently wrote a strong critique of the San Francisco Chronicle – both their unattractive redesign and their poor content.

    Although Monday’s Chron featured anti-elitist sneering about Nate Silver’s semi-failed Oscar predictions, I was impressed with a new feature, where startups get feedback about their ideas from venture capitalists.

    They’ve done a good job at tying this coverage to a unique aspect of the San Francisco Bay Area:

    Silicon Valley, long known as a hotbed for innovation, has one of the highest concentrations of startups and investors in the world. At any one time, 20,000 entrepreneurs in the valley are thinking about starting companies, and as many as 8,000 are circulating business plans and looking for funding

    One example: Mojamix: Breakfast enthusiasts personalize their own cereal or granola online and have it shipped to their door in just a few days.

    David Pakman, partner, Venrock: I’m skeptical that consumers at scale actually know enough about what ingredients go together to make a breakfast cereal or granola they will like and will taste good. If I pick dried cranberries over raisins, will I like it less or more? Kinda have to taste it to know.

    Mass customization of food products is indeed an interesting trend, but I wonder if it is better to focus on areas where the customer does not have to taste it to know if they will like it.

    Margins in food products are low and are thus only interesting at scale, so Mojamix would need to demonstrate that the lifetime value of a customer is large enough to afford the customer acquisition costs that would be required to attract lots of customers.

    As I’ve written before, I appreciate the ability of some VCs to look at an idea and consider many facets and contexts.

    Sure, this sort of material is available elsewhere, especially online, but seeing this piece in the mainstream media was refreshing.

    ChittahChattah Quickies

    • IxDA SF presents Interaction09 Redux – Saturday, March 14th – I'll be leading a condensed version of my IXDA workshop from Vancouver (Well we did all this research…now what), looking at a framework for transforming questions into answers, answers into insights, and insights into actions.
    • Steve's photos from Vancouver, Feb 2009 – I was in Vancouver to run a workshop at the IXDA conference and to visit family. Some of the photos will make their way into dedicated blog posts but meanwhile here's the whole set.
    • Juice is in the details – Tropicana's redesign is being heralded for the caps that look like oranges. We've got a carton in the fridge and it's as plain as plain can be, so I'm not sure where these great caps are lurking. Meanwhile, back in 2006 we were seeing orange-looking caps on Florida's Natural packaging.
    • Tropicana reverts to "classic" packaging after their crappy redesign is met with broad scorn – Mea pulpa: "Asked if he was chagrined that consumers rejected the changes he believed they wanted, Mr. Campbell replied: “I feel it’s the right thing to do, to innovate as a company. I wouldn’t want to stop innovating as a result of this. At the same time, if consumers are speaking, you have to listen.”"

    ChittahChattah Quickies

    • Report: Real-world police forensics don't resemble 'CSI' – Even before the popularity of shows like CSI, there was presumably a cultural belief in the "science" behind these techniques. But the report finds that:
      – Fingerprint science "does not guarantee that two analysts following it will obtain the same results."
      – Shoeprint and tire-print matching methods lack statistical backing, making it "impossible to assess."
      – Hair analyses show "no scientific support for the use of hair comparisons for individualization in the absence of (DNA)."
      – Bullet match reviews show "scientific knowledge base for tool mark and firearms analysis is fairly limited."
      – Bite-mark matches display "no scientific studies to support (their) assessment, and no large population studies have been conducted."
    • NJOY electronic cigarette – Looks like a real cigarette, complete with glowing tip on inhale, and exhaled vapor that resembles smoke. Gives an inhaled nicotine experience, while messaging to the rest of the world that you are really smoking a real lit cigarette. Paging Erving Goffman?

      Someone was using one a party last week; someone else got out their simulated Zippo lighter (an iPhone app) and lit it for them.

    Getting around

    cart
    Man and boy, Chicago

    The US auto industry now has its own crisis news page.

    In a recent Daily Show interview, Jon Stewart and UC Davis transportation expert Daniel Sperling pondered the idea of using this crisis as an opportunity to put money into building a new, more sustainable transportation infrastructure.

    A friend of mine has put down a deposit on the Aptera, but is unclear about when his car will be coming.

    While all of the alternatives to gas-powered vehicles have their pros and cons, the current personal transportation model is providing clear feedback that it’s time for some divergent thinking on this topic.

    What do people really want and need? Are there viable paradigms besides the “car-in-every-garage” (e.g. Zipcar, etc.)? How are systems as complex and socially/economically ingrained as the auto industry and vehicle infrastructure best addressed?

    Related posts:
    This year’s (business) models
    Rage With The Machine
    Cultural reverse engineering
    Parody as time capsule

    Park Your Media Property Here

    frankenstein
    Frankenstein Parking, Universal Studios Hollywood, February 2009

    jurassicparking
    Jurassic Parking, Universal Studios Hollywood, February 2009

    legend
    Parking Legend, Universal Studios Hollywood, February 2009

    Universal leverages their brand properties in and around their theme park. “Jurassic Parking” is clever, but does Frankenstein really convey the right attributes for valet? I think there’s a real sense of fun here, but I wonder about devaluing the emotional resonance that these characters have.

    ChittahChattah Quickies

    • LinkedIn has a mascot? – From 2007, here's the LinkedIn Wizard.
    • Rob Walker on the origins of Twitter's Fail Whale (the indicator that the service is down). – "As with many Web-popularity stories, there’s a lot of flukiness to Fail Whale’s rise." Groan! Can anyone explain LinkedIn's completely off-brand Wizard?
    • How Google Decides to Pull the Plug (with a perspective on product development and innovation) – For many ideas, Google’s first and most important audience is its employees, and it typically tries products internally before releasing them. Google and other technology companies refer to this as “eating your own dog food.” Through such “dog-fooding,” Google learned that the early version of its calendar program was fine for parents tracking children’s soccer games, but not robust enough to meet a corporate user’s need to book rooms, reserve equipment and delegate scheduling.

      Equally important is listening to users. Most products have an official blog to explain changes, and customers are encouraged to share their thoughts.

      Google’s willingness to take risks offers a lesson to other companies about the nature of innovation, said Jeff Jarvis, author of “What Would Google Do?” “Perfection closes off the process,” Mr. Jarvis said. “It makes you deaf. Google purposefully puts out imperfect and unfinished products and says: ‘Help us finish them. What do you think of them?’ ”

    • 15 Companies That Might Not Survive 2009 – Including Rite-Aid, Chrysler, Dollar-Thrifty, Sbarro, Six Flags, Krispy Kreme and Blockbuster
    • Blackwater Changes Its Name to Xe, chooses to spend more time with its family – Blackwater Worldwide is abandoning the brand name that has been tarnished by its work in Iraq, settling on Xe (pronounced zee) as the new name for its family of two dozen businesses. Blackwater Lodge and Training Center, the subsidiary that conducts much of the company’s overseas operations and domestic training, has been renamed U.S. Training Center Inc., Blackwater’s president, Gary Jackson, said in a memo to employees that the new name reflected the company’s shift away from providing private security. He has said the company is going to focus on training.

    Twitter’s User-Generated Disruptive Innovation

    excel

    In the late 1980s, I had heard about spreadsheets (such as VisiCalc and Lotus 1-2-3). I had a general idea of what they were for (“what-if” calculations) but I didn’t have a clear model of how I myself would use it. I had the chance to sit down and try Excel. After it launched, I just stared blankly at the empty grid. I couldn’t figure out what to do with it. And so I left it alone for many, many years. Now it’s one of my regular tools, but at that time I didn’t have the need to organize columns of data, or an application built upon the platform to address any need I might have, or the mental model to allow me to customize the platform to suit any need I might have.

    I think of Twitter as an analog. Almost two years ago I wrote about my experience with Twitter.

    I finally started using it and I’m not sure I like it.

    I think it’s a really powerful idea, it’s an impactful side effect of some simple technologies like putting up your pictures on a website. It starts to evolve well-formed social interactions like party chat.

    Twitter takes that behavior and blows it up. The side effect is now the main effect (and no doubt tons of new side effects are created).

    And I don’t like using Twitter. It makes me feel lonely and isolated. I don’t know what most people are talking about, I sometimes feel bad I’m not included in their conferences, travels, adventures, dining. Maybe I’ve chosen the wrong people to follow, maybe it’s not the same people to Twitter with that I would LinkIn with. I don’t have a posse, a regular gang. I have social relationships with colleagues, but we’re not in each other’s lives in any sort of deep way.

    I don’t dismiss or blame Twitter; I may find the experience evolves over time, or I may simply bail. It’s always interesting to introduce new layers of interface onto my social interactions and see what the impact is.

    I’d love to hear from others how they are using Twitter and of course how I might start using Twitter.

    I did abandon Twitter for a long time, and then came back to it. There’s more of a critical mass of people I know involved; there’s more evolved social norms around responding and interacting; I’ve started posting more non-lame stuff. When significant news events happen (Mumbai shootings, plane crashes), Twitter is the place I know to go to find out what’s going on instantly. I’ve had the experience of being involved in a massive-dialog-like exchange during election events and conference sessions.

    I wrote before about ComcastCares, a Comcast VP who decided to respond to customer complaints on Twitter. This has made a lot of people very excited about Comcast and Twitter, although I maintain it reveals the tremendous failings in Comcast’s default customer support infrastructure (I did make use of the Twitter support after being frustrated with the phone support recently, and was mostly satisfied). Meanwhile, Wired points out that this effort is driving internal change at Comcast, and while the public isn’t seeing the results yet, this is looks to be a significant side effect of Twitter adoption.

    Lately when I tweet about a brand, I will quickly hear back from someone associated with that brand, offering to troubleshoot for me (examples here and here). That induces a tremendous feeling of being-listened-to (how come there’s no word for that feeling in English?), especially when my intention was to vent or share, not to seek help.

    There’s an important network effect here, but that’s not the only disruptive aspect. Users of Twitter continue to find new applications that are not inherently obvious in this minimally functional service: type up to 140 characters and people can see it on their phones or on the web.

    For more, see David Pogue’s latest column where he describes the still-evolving social norms

    One guy took me to task for asking “dopey questions.” Others criticized me for various infractions, like not following enough other people, writing too much about nontech topics or sending too many or too few messages.

    and offers a set of hints for using Twitter including my favorite: USE IT HOWEVER YOU LIKE.

    And to everyone that found this post on Twitter: hi!

    Supermarket tales

    I’ve been doing fieldwork for the past couple of weeks, which often means stopping in at a variety of grocery stores for quick bites to eat or bathroom breaks.

    In making the rounds, I saw a couple of things I thought were worth sharing.

    are-you-in-uniform3
    Andronico’s, Berkeley

    I thought this was an interesting way to extend the function of the mirror, and a good reminder of how much more you gain from feedback when it’s deployed at just the right time and place in a process.





    cheeses1
    Whole Foods, San Francisco

    This was without question the most fragrant cheese counter I’ve ever encountered. I was standing with my back to it, looking at the fruit, and I kept thinking something was wrong somewhere. I finally turned around and understood what I’d been smelling.

    Who’s thinking about the customer experience here? What would some alternatives be? Put it near the fish? Or how about near the flowers! A giant plastic dome over the whole thing? Perhaps an information station explaining why cheese can sometimes be stinky…

    Don’t brand me, bro

    IMing recently on Yahoo Chat, I noticed the other-party-status-report telling me the person I was chatting with was “hammering out a wicked comeback.”

    Usually, this small gray line of text just says the other person “is typing.”

    im_dialogue

    I wasn’t sure how what I had written would merit “a wicked comeback.” I mentioned it to my conversation partner and found out that one of our IM clients had inserted this snarky turn of phrase into our interaction all by itself.

    Doesn’t it make you wonder how often your virtual communication is being framed in a way of which you are unaware–and which may or may not have any real connection to

    • what you are communicating
    • your personality
    • the context of the interaction

    Don’t get me wrong–I like that companies are shooting for a more authentic and playful voice. But in this case, the locus of the voice was inappropriate.

    Bill Breen wrote in Fast Company:

    “Our sense of what’s “real” in this post-postmodern world takes on all kinds of strangely distorted shapes and guises, as if it’s reflected back at us from a swirl of fun-house mirrors.”

    When a distinctive voice gets thrown into the mix in a way that makes it seem like part of someone’s personal communication, it’s really that person that’s getting branded, not the company. I don’t want the personality of my software superimposed on my communication.

    When tools start speaking for the user, rather than the user speaking through the tools, it just makes communication more difficult.

    Related posts:
    Meet the New Authenticity
    Mundane is the New Fun

    Won’t Somebody Think Of The Children?!

    Joan Acocella looks at a a few books about child-rearing and explores the zeitgeist through the lens of our current parenting practices. The piece looks at the complex relationship between shifting behaviors, norms, and pressures, the products and services that emerge to serve them, and the medium- and long-term societal consequences. Fascinating stuff.

    When the student goes off to college, overparenting need not stop. Many mothers and fathers, or their office assistants, edit their children’s term papers by e-mail. They also give them cell phones equipped with G.P.S. monitors, in order to track their movements. In Marano’s eyes, the cell phone, by allowing children to consult with their parents over any problem, any decision, any “flicker of experience,” has become the foremost technological adjunct of overparenting.

    Students provided with such benefits may study harder and, upon graduation, land a fancy job. On the other hand, they may join the ranks of the “boomerang children,” who move straight back home. A recent survey found that fifty-five per cent of American men between the ages of eighteen and twenty-four, and fourteen per cent between the ages of twenty-five and thirty-four, live with their parents. Among the reasons cited are the high cost of housing, heavy competition for good jobs, and the burden of repaying college loans, but another factor may be sheer habit, even desire. Marano and others believe that, while hovering parents say that their goal is to launch the child into the world successfully, the truth lies deeper, in some dark dependency, some transfer of the parent’s identity to the child.

    ChittahChattah Quickies

    • What comes after super-noticing power? Bionic noticing! – [Matt Jones] sees mobile as something of a super power device and described something he calls "bionic noticing" – obsessively recording curious things he sees around him, driven by this multi-capable device in his pocket. "Making maps and taking photos and sucking photons out of the city and putting them up on Flickr. It's the thing I can't do without now – this remembering machine."

    Putting your message into your interaction

    bigsmokey
    Ranger station, Sabino Canyon, AZ, January 2009

    Check out the fire danger indicator: the slider is a Smokey Bear head.
    smokey

    It’s a smart opportunity to build the visual aspects of their brand into a somewhat ordinary presentation, creating a bit more personality and engagement.

    See also: Juice Is In The Details and What Is The Loon Smoking?

    ChittahChattah Quickies

    • Henry: High earner, not rich yet – [Blogging this purely for the acronym]
      "HENRYs, an acronym we'll use to describe people whose financial situation can be summed up by the phrase "high earners, not rich yet." (I coined the term for a Fortune story in 2003 on the alternative minimum tax, or AMT, the bane of the HENRYs.) Put simply, the HENRYs are the bulwark of the professional and entrepreneurial class that drives the economy. Look in the mirror, Fortune reader, and you'll probably see a HENRY."
    • INFLUENCE AT WORK – Proven Science for Business Success – Robert Cialdini's business site for his work on persuasion
    • Robert Cialdini designs program where utility customers get smileys or frownies on their bill in comparison with neighbors – Last April, it began sending out statements to 35,000 randomly selected customers, rating them on their energy use compared with that of neighbors in 100 homes of similar size that used the same heating fuel. The customers were also compared with the 20 neighbors who were especially efficient in saving energy.
    • Coca-Cola Deleting ‘Classic’ From Coke Label – The Coca-Cola Company is dropping the “Classic” from its red labels in some Southeast regions, and the word will be gone from all of its packaging by the summer, the company said Friday. The font size of the “Classic” has been shrinking in the last decade, and the company removed it from labels in Canada in 2007.

      The language on the side of the label where it now says “Coke original formula” will change to say “Coke Classic original formula.” “Every place else in the world it is called Coca-Cola, except for in North America."

    ChittahChattah Quickies

    • Pathways: Mondo Blendo computer art movement (from 1991 Compute! magazine) – You may not have heard of it, but it's all around you – on TV, in advertisements, in the movies. It's blendo, a.k.a. "genre-bending," "digital postmodernism," or "synergistic art," and it may well be the first important – or foolish – aesthetic idea to come out of computer graphics.

      What is blendo? Michael Gosney, publisher/editor of Verbum, the Journal of Personal Computer Aesthetics, calls it "the parallel convergence of art forms" combining "anything and everything – type, bitmap paintings, vector graphics, scanned images, animation, 3-D…." School of Visual Arts academic Timothy Binkley describes computer art as the creation of "a prodigious menagerie of things" brought into being "merely by waving a magic wand." It's a fair characterization of the blendo approach. You take whatever elements are relevant (or irrelevant) to your purpose and put them into your picture.

    Thank you for voting

    thankyou
    Thank you for voting, Green Valley, AZ, January 2009

    An interesting way to toot one’s own horn. This sign in Papa Murphy’s prominently yet graciously thanks us for voting for them as BEST PIZZA CHAIN in America. To paraphrase Monty Python, I didn’t vote for them. Did you? In fact, a little investigation reveals that this was a customer satisfaction and preference survey by Restaurants & Institutions Magazine. A survey is not an election. No one voted for anything.

    R&I’s Consumers’ Choice in Chains survey respondents are a representative sample of U.S. consumers weighted to match the population by age, gender, household income, ethnicity and region. In all, 3,132 adults provided data about their awareness and patronage of more than 200 of the largest U.S. chains. These brands were selected for inclusion based on rankings in R&I’s 2007 Top 400 Chains list. The margin of error for this data is +/- 2%.
    To gauge customer loyalty, respondents who patronized a chain in the past year are asked whether they intend to return. In addition, guest satisfaction on eight attributes is measured through customers’ ratings of each chain they patronized. To derive overall scores, performance on the attributes is weighted according to the category. This is done using separate ratings that consumers provide to indicate the importance of each attribute in selecting a restaurant in a given category. The weighted overall score can be used to compare chain performance across segments.

    I applaud Papa Murphy for trying to induce a sense of participation in their patrons, reframing an external assessment as something that we can feel some involvement in, thereby sharing in their success. But the fact that the claim doesn’t stand up to just a little bit of scrutiny reveals them to be a little bit dishonest. Almost, but not quite.

    See previously: Local Starbucks exhibits passion for their customers

    ChittahChattah Quickies

    Once again, science fiction predicts the future

    I’ve long been a fan of Bruce Sterling’s 1998 story Maneki Nekoi

    Next morning, Tsuyoshi slept late. He was self-employed, so he kept his own hours. Tsuyoshi was a video format upgrader by trade. He transferred old videos from obsolete formats into the new high-grade storage media. Doing this properly took a craftsman’s eye. Word of Tsuyosh’s skills had gotten out on the network, so he had as much work as he could handle.
    At ten A.M., the mailman arrived. Tsuyoshi abandoned his breakfast of raw egg and miso soup, and signed for a shipment of flaking, twentieth-century analog television tapes. The mail also brought a fresh overnight shipment of strawberries, and a homemade jar of pickles.
    “Pickles!” his wife enthused. “People are so nice to you when you’re pregnant.”
    “Any idea who sent us that?”
    “Just someone on the network.”
    “Great.”

    So I was intrigued to learn about FriendlyFavor.

    People seeking a babysitter, job referral or help moving a couch, to name just a few examples, can all use FriendlyFavor for free to ask for help online-sending their request only to the contacts they trust-as can people with favours to offer, such as extra tickets or leftover moving supplies. The platform was designed to eliminate the hassle, wasted time and confusion that can accompany traditional favour requests, providing instead a one-stop site for managing everything from the initial request to the thank-you once a favour has been granted.

    Sure, it’s not yet mediated by an AI, but it is certain a predecessor to Sterling’s vision.

    And see What Science Fiction Writers Have Learned About Predicting The Future of Technology (via Pasta and Vinegar)

    All Thumbs, All The Time

    From Louis Menand’s review of two books on texting is an interesting example of how non-English speakers (and texters) are using abbreviations in a localized and relevant way:

    Different cultures have had to solve the problem of squeezing commonly delivered messages onto the cell-phone screen according to their own particular national needs. In the Czech Republic, for example, “hosipa” is used for “Hovno si pamatuju“: “I can’t remember anything.” One can imagine a wide range of contexts in which Czech texters might have recourse to that sentiment. French texters have devised “ght2v1,” which means “J’ai acheté du vin.” In Germany, “nok” is an efficient solution to the problem of how to explain “Nicht ohne Kondom“-“not without condom.” If you receive a text reading “aun” from the fine Finnish lady you met in the airport lounge, she is telling you “?Ñlä unta nää“-in English, “Dream on.”

    and a (not-novel) theory about the appeal of texting that I think is partly true but not sufficient to explain the tremendous global usage.

    A less obvious attraction of texting is that it uses a telephone to avoid what many people dread about face-to-face exchanges, and even about telephones-having to have a real, unscripted conversation. People don’t like to have to perform the amount of self-presentation that is required in a personal encounter. They don’t want to deal with the facial expressions, the body language, the obligation to be witty or interesting. They just want to say “flt is lte.” Texting is so formulaic that it is nearly anonymous. There is no penalty for using catchphrases, because that is the accepted glossary of texting.

    ChittahChattah Quickies

    • 401(k) syndrome mentioned in NYT – I hadn't heard the term before but this is definitely something we saw in our recent study of people's financial attitudes and beahviors

      “I think we are seeing a little of the ‘401(k) syndrome,’ ” Mr. Steele said, referring to people who are ignoring recent financial statements because they know they will present bad news.

    ChittahChattah Quickies

    • Some brands remain untouched by discounts – Yet another (rambling anecdotal) story about changes in purchase behavior. We just did an ethnographic study in this area and didn't see (or probe for) the brand-motivating power described.
      "The reasons fall mostly into three categories: old habits die hard, brand loyalty runs deep and the Economics 101 law of supply and demand means the most sought-after brands can command the best prices. Beyond that, there are some items consumers stubbornly just won't forgo — sale or not — no matter how hard they're trying to stretch their budget.

      "There are certain categories … where there are no substitutes accepted. It's infusing your brand with those things that people then say 'I have to have the real thing.'"

      Heather Fox scours stores for sales and clips coupons for food and clothing discounts. But she won't cut corners when it comes to her Marlboro Lights.

      Corlett puts it differently. "You may drink less Coke, but you're not giving up Coke," she said."

    Keeping the World Safe for Data

    Wired describes a supersized server farm (a network/IT facility) in Las Vegas. This caught my eye:

    Consider the comic book he penned about his staff, Switchblades: The Dark Ethereals have hacked into Earth’s ionosphere with a plan to destroy the Net! Luckily, Roy, er, Core and his band of super-employees are here to save the day-and keep the world safe for truth, knowledge, and the entrepreneurial way.

    Early in my career we did an ethnographic study of senior IT professionals. During a visit to the converted-warehouse offices of a San Francisco clothing manufacturer, the CIO took us on a tour, and as we arrived at an appendage-like access-way, with a small wooden ladder cum staircase going through a heavy curtain. Before we entered what turned out to be the IT department and server room, our host said “…and this is the Batcave.”

    That one word led to a significant insight about the identity of the IT professional: talented and heroic science-y types who labor unrecognized far behind the scenes, ready to emerge and save the city when they receive the signal. This informed a new segmentation of their market and some better understanding of how to position their evolving product line.

    Although the company is gone from that space (it’s now loft-condo-something), it’s interesting to see that our finding still holds true today.

    ChittahChattah Quickies

    • MediaMaster is shutting down – We did some really interesting user research to help define the overall value proposition, concept, and user experience. Exciting to see what they were able to do but obviously disappointing to see where it ended up a few years later. "Don’t wait for large corporate partners to make your business viable, it needs to be so on its own. Design it well from the start, it helps when you don’t have to re-engineer the interface, it’s the most complex part! (That was not a problem we had)"

    Portigal Consulting Philanthropy, 2008

    Our giving in 2008 was in support of two organizations. Locally, we gave to Coastside Hope

    the “primary provider of safety net services,” providing a “monthly food harvest, emergency shelter and rental assistance services, crisis intervention and referral services, clothing vouchers, Christmas Adopt-a-Family program, [and] citizenship services.”)

    We also gave to the American Cancer Society, acknowledging a loss in our firm’s extended family.

    Previously: Portigal Consulting Philanthropy, 2007

    ChittahChattah Quickies

    • Dean Kamen: Be A Genius and Get It Wrong – This Esquire profile of Dean Kamen nicely supports with what I wrote in a previous interactions column (Some Different Approaches To Making Stuff).
      "A process that usually begins with Kamen fixating on a pressing human need and following his nose with little regard for precedent or practicality. One day he saw a man in a wheelchair struggling to get over a sidewalk curb. Instead of trying to build a better wheelchair, he asked himself what that man really needed. To be able to go up stairs, to cross rough terrain, to rise up and look normal people in the eye. [The solution:] Wheels that could spin back and forth so precisely and so fast, you could balance on just two of them.
      He made the iBOT come true. It's an amazing accomplishment, but the practical issues still dog him — at $26,100, it costs way too much for most wheelchair users. Same with the Segway, which he put $50 million of his own money into before giving any serious thought to the problem of selling it."

    ChittahChattah Quickies

    • Refresh Everything: Egregious Brand Coat-Tailing – Hey, we're a beverage company whose red-white-blue circle logo has elements in common with the a popular red-white-and-blue "O" logo connected with hope and change. Why don't we create a new logo for ourselves that evokes both, let's create a viral-esque phrase like Refresh Everything (get it? He's promising "change" but we promise refreshment?!!!) and let's plaster the logo all over buildings in major cities and take out full-page ads in the newspaper and beyond. All inviting you to a site that does…well, something or other about hope and dreams but either way, we've got our name on this thing going on.
    • HOPE photo in San Francisco – Part of series that is now all over the city .

    Only a few spots remain for Steve’s interaction ’09 workshop: Well, we did all this research – now what?

    My workshop at interaction ’09 (with the chatty title of Well, we did all this research – now what?) is almost sold out. It’s happening very soon, February 5, in Vancouver. I’m really looking forward to the workshop (attendees are already off doing their pre-conference homework assignment) and the conference and being in Vancouver as well.

    Many designers and other people who “make stuff” agree that talking to people is essential at many points throughout the process. But even with that agreement it's not always clear what to do with the “data” that comes from those conversations.

    Through exercises, examples, and discussion, Steve will share some best practices before going out in the field, while out in the field, and after being in the field that help transform questions into answers, answers into insights, and insights into actions.

    If you’re interested in attending the workshop, you should sign up quickly for one of the last few spots. Hope to see you there!

    All This Machinery Marketing Modern Media

    Tons of great stuff in this Tad Friend New Yorker article about the marketing of movies. The codification of the marketing process revealed in the article provides a bit of insight about how we discover and experience this particular class of product.

    The business began to change in 1973, when “Billy Jack,” about a rebellious ex-Green Beret, was reissued by its writer and star, Tom Laughlin, after a Warner Bros. release fizzled. Laughlin’s company, Taylor-Laughlin Distribution, saturated the airwaves with television spots aimed at twelve different demographics-“carefully calculated overkill,” as one Taylor-Laughlin executive put it.

    and

    “Jaws” opened “wide” in 1975, on four hundred and nine screens, at the time a large number; big studio films now open everywhere on more than four thousand. And if you’re in that many theatres you need huge audiences as soon as a film opens-so you need a movie that sells itself.

    and

    Marketing considerations shape not only the kind of films studios make but who’s in them-gone are lavish adult dramas with no stars, like the 1982 “Gandhi.” Such considerations account for a big role being written for Shia LaBeouf in the most recent “Indiana Jones” (to attract youthful viewers as well as Harrison Ford’s aging fans). They also account for the virtual absence from the screen of children between the ages of newborn (when they appear briefly, to puke on the star for the trailer) and that of the Macauley Culkin character in “Home Alone.” Why have a four-year-old character, when one who is ten will prompt ten-year-olds to find him “relatable,” and four-to-nine-year-olds to look up to him?

    and

    An unexpected corollary of the modern marketing-and-distribution model is that films no longer have time to find their audience; that audience has to be identified and solicited well in advance. Marketers segment the audience in a variety of ways, but the most common form of partition is the four quadrants: men under twenty-five; older men; women under twenty-five; older women. A studio rarely makes a film that it doesn’t expect will succeed with at least two quadrants, and a film’s budget is usually directly related to the number of quadrants it is anticipated to reach. The most expensive tent-pole movies, such as the “Pirates of the Caribbean” franchise, are aimed at all four quadrants.

    The collective wisdom is that young males like explosions, blood, cars flying through the air, pratfalls, poop jokes, “you’re so gay” banter, and sex-but not romance. Young women like friendship, pop music, fashion, sarcasm, sensitive boys who think with their hearts, and romance-but not sex (though they like to hear the naughty girl telling her friends about it). They go to horror films as much as young men, but they hate gore; you lure them by having the ingénue take her time walking down the dark hall.

    Older women like feel-good films and Nicholas Sparks-style weepies: they are the core audience for stories of doomed love and triumphs of the human spirit. They enjoy seeing an older woman having her pick of men; they hate seeing a child in danger. Particularly once they reach thirty, these women are the most “review-sensitive”: a chorus of critical praise for a movie aimed at older women can increase the opening weekend’s gross by five million dollars. In other words, older women are discriminating, which is why so few films are made for them.

    Older men like darker films, classic genres such as Westerns and war movies, men protecting their homes, and men behaving like idiots. Older men are easy to please, particularly if a film stars Clint Eastwood and is about guys just like them, but they’re hard to motivate.

    and finally

    If the poster shows a poster child, the movie is for kids. Posters are intended to tell you the film’s genre at a glance, then make you look more closely. Horror posters, for instance, have dark backgrounds; comedies have white backgrounds with the title and copy line in red. Because stars are supposed to open the film, and because they have contractual approval of how they appear on the poster, the final image is often a so-called “big head” or “floating head” of the star.

    ChittahChattah Quickies

    • PETA (hopefully tongue-in-cheek) attempts to rebrand fish as "Sea Kittens" – Sorta reductio ad absurdum re: my latest interactions column, Poets, Priests, and Politicians
    • Rug company Nanimarquina brings global warming to your living room – "If there is an iconic image that represents the natural devastation of global warming, it is the lone polar bear stuck on a melting ice flow. Now eco rug company Nanimarquina has teamed up with NEL artists to create a beautiful ‘Global Warming Rug’ – complete with stranded polar bear floating in the middle of the sea – to represent the most pressing issue of our time. Rugs have been traditionally used throughout the ages to tell stories and communicate messages, and we think this is a lovely, poignant new take on a time-honored tradition." What effect does it have when an issue like global warming gets iconified and aestheticized like this? Does it drive home the seriousness of the situation, or make it more palatable?
    • Asch conformity experiments – (via Eliezer Yudkowsky) Asch asked people about similarity of height between several lines. Confederates answered incorrectly and this influenced the subject themselves to support this incorrect answer.
    • Confirmation bias: the tendency to seek out information that supports what we already believe – (via Eliezer Yudkowsky) The 2-4-6 problem presented subjects with 3 numbers. Subjects were told that the triple conforms to a particular rule. They were asked to discover the rule by generating their own triples, where the experimenter would indicate whether or not the triple conformed to the rule. While the actual rule was simply “any ascending sequence”, the subjects often proposed rules that were far more complex. Subjects seemed to test only “positive” examples—triples the subjects believed would conform to their rule and confirm their hypothesis. What they did not do was attempt to challenge or falsify their hypotheses by testing triples that they believed would not conform to their rule.
    • Overcoming Bias – Blog by Eliezer Yudkowsky and others about (overcoming) biases in perception, decisions, etc.
    • Hindsight bias: when people who know the answer vastly overestimate its predictability or obviousness, – (via Eliezer Yudkowsky)
      Sometimes called the I-knew-it-all-along effect.
      "…A third experimental group was told the outcome and also explicitly instructed to avoid hindsight bias, which made no difference."
    • Planning fallacy – the tendency to underestimate task-completion times – (via Eliezer Yudkowsky) Asking people what they did last time turns out to be more accurate than what they either hope for or expect to happen this time
    • Cognitive Biases in the Assessment of Risk – (via Eliezer Yudkowsky) Another example of extensional neglect is scope insensitivity, which you will find in the Global Catastrophic Risks book. Another version of the same thing is where people would only pay slightly more to save all the wetlands in Oregon than to save one protected wetland in Oregon, or people would pay the same amount to save two thousand, twenty thousand, or two hundred thousand oil-stroked birds from perishing in ponds. What is going on there is when you say, “How much would you donate to save 20,000 birds from perishing in oil ponds,” they will visualize one bird trapped, struggling to get free. That creates some level of emotional arousal, then the actual quantity gets thrown right out the window.

      [I am not sure that's the reason why; I think there could be other explanations for the flawed mental model that leads to those responses]

    • Conjunction fallacy – (via Eliezer Yudkowsky) A logical fallacy that occurs when it is assumed that specific conditions are more probable than a single general one. Example: Linda is 31 years old, single, outspoken, and very bright. She majored in philosophy. As a student, she was deeply concerned with issues of discrimination and social justice, and also participated in anti-nuclear demonstrations.

      Which is more probable?

      1. Linda is a bank teller.
      2. Linda is a bank teller and is active in the feminist movement.

      85% of those asked chose option 2 [2]. However, mathematically, the probability of two events occurring together (in "conjunction") will always be less than or equal to the probability of either one occurring alone.

    ChittahChattah Quickies

    • Photo Clichés (You're Not As Original As You Think) – Pictures of people being uniquely hilarious, just like all the other people who took the same photo – (via kottke) At first I thought yeah, people are really lame, acting all goofy and clever but being just like everyone else, but then I realized that this is all about culture, and design. Cultural stories – memes – travel fast, far, and wide, and so imitating a famous pose become a rapid shorthand for belongingness. And designed objects and environments have affordances, built-in invitations to be used a certain way, to be grabbed, held aloft, or whatever. Everyone puts their head in the shark's mouth because it's designed to invite you to do so. When people use a product over and over the way it was intended, we may consider that a design success. So while these are funny pictures to look at it the aggregate, it doesn't mean that we (or the people in the pictures) are all that lame. We're collecting and transmitting culture and we're responding to artifacts that are designed to be used any number of ways.

    Party time (excellent!) like it’s 2009

    At the dawn of the new year, Business Week’s Bruce Nussbaum announced that Innovation was dead and that Transformation is the new buzzword. I can’t help but think of a classic Wayne’s World sketch, where Bruce Willis plays Rick, the cool kid at school.

    Wayne: Excellent! Excellent! Well, if you don't mean my being so bold, Rick, are you ready to unveil the new cool word for the school year? [ to camera ] I should explain something, alright? Last year, Rick's new cool word was “pail”, or “bucket”.. as in, “So what did you think of the new substitute teacher?” “I think he's 'pail', he's 'bucket'!” And, Rick? Rick, this year the new cool word is..? Go, Garth, go!

    [ Garth pounds on the couch as though it were a drum]

    Rick: The word is.. [ thinking ] ..Sphincter.

    Wayne: Excellent!

    Garth: Wow, that's the greatest word I've ever heard in my life, Rick! How do you do that?

    Rick: They appear to me, as if in a dream.

    Wayne: Unnecessary Zoom!

    ChittahChattah Quickies

    • American Idol sponsor AT&T sends text-message ads for upcoming season – Note that they included an opt-out and only targeted heavy texters and previous voters. But this quote from the article is the best: "Mark Siegel, a spokesman for AT&T Wireless, said the message was meant as a friendly reminder." Do companies really believe that advertising – especially intrusive text ads that were not opt-in are "friendly reminders?" That's Pentagon-level rhetoric!

    Check out this year’s (business) models!

    At this year’s North American International Auto Show in Detroit., one of the buzz stories is not about an automobile model.

    radio-flyer
    Radio Flyer car, San Jose, CA, 2008

    Palo Alto company Better Place is creating a new approach to powering the electric car by stepping outside the traditional automobile business model.

    Better Place positions the electric car battery as an element of infrastructure rather than as part the car itself. This move diffuses $8K-$9K of financial impact borne by the consumer in the traditional business model where the battery is part of the upfront cost of the car.

    It’s a great example of tackling a tough problem–maybe in this case, “”how can we build a better battery”–by reframing it and creating an even better problem statement: “How can we make electric cars accessible to and functional for more people.”

    Related Posts:
    Shah Agassi’s Better Place
    Rage With The Machine

    The “Runnin’ With The Devil” UI

    dlr
    The Diamond Dave soundboard (updated link) is getting a lot of heat in the blogosphere lately. Taken from a recently unearthed isolated vocal track of David Lee Roth singing “Runnin’ With the Devil” in the studio, this website provides clickable buttons that trigger various DLR vocal stylings. If you listen to morning radio (and hey, who doesn’t) and hear DJs making prank phone calls to pizza joints using clips from Rocky movies, this is the type of thing they are using – a soundboard.

    I really love how the interface takes a fresh, honest (and hilarious) approach to foreshadowing, i.e., giving an indication of what’s going to happen (you might also think about this as feedforward, the complement to feedback). What will happen when you press a button that says “Whoo!”? The first time you try it, you learn very quickly what happens. Once you grasp the basic model (which takes one risk-free moment), the button label descriptions accurately (if cryptically) indicate what the result will be.

    I love the idea of a UI with the following controls:

    The ahh-hahs:
    roth1
    The whoo-hoos:
    roth2
    and of course my favorite
    roth3

    Sure, it’ll take more learning to distinguish between AHHH HAAAA and AHHHHHHH YEEEEEEAAAHHH and maybe the buttons should be clustered rather than alphabetical, with HHAAAAAYAAAAAAHAAAAH and the similar-sounding AHHHHYAAAAHH near each other. So it’s not perfect, and I doubt there will be a dot-one release to improve the UI along those lines, it’s still a fascinating example of breaking some rules (i.e., number of letters on a button) in order to deliver a better experience, in this case, one that stays very true to the brand promise.

    ChittahChattah Quickies

    • Wired on the big big money being made selling virtual items in online games – With about 30 workers on staff, Liu was able to keep a gold-farming setup running around the clock. While the night shift slept upstairs on plywood bunks, day-shift workers sat in the hot, dimly lit workshop, each tending three or four computers. They were "playing" World of Warcraft, farming gold at an impressive clip by hunting and looting monsters, their productivity greatly abetted by automated bots that allowed them to handle multiple characters with little effort. They worked 84-hour weeks, got a couple of days off per month, and earned about $4 a day, which even for China was not a stellar wage.
    • Wired on Ray Ozzie and cultural change at MSFT: At first, the skunk works-like nature of Ozzie's operation engendered suspicion and resentment – Previously, a big part of any development team at Microsoft was making sure its new product worked in lockstep with everything else the company produced. While that approach avoided annoying conflicts, it also tended to smother innovation. "This philosophy of independent innovation…is something Ray pushed very strongly," Ozzie's approach was to encourage people to rush ahead and build things. Then he'd have a team of what he calls the spacklers fill in the gaps and get things ready for release.
      He spent a lot of time on the physical workspace for his team. He had workers rip down the labyrinthine corridors on one floor and called in architects to create a more open design. Now, walking into the Windows Live Core group is like leaving Microsoft and visiting a Futurama set. Office windows open onto hallways so that quick eye contact can trigger spontaneous discussions. Whiteboards are everywhere. Pool tables, mini-lounges, and snack zones draw people toward the center of the space.

    ChittahChattah Quickies

    • Mexican Government Runs A Contest To Expose The Hellish Depths Of Bureaucracy – "Ms. Pardo said she thought the competition would not by itself guarantee change. But she said it helped not only to highlight the problem, but also encouraged Mexicans to speak out to try to force change, rather than just accepting the status quo. “Chileans don’t let this happen to them,” she said."

    ChittahChattah Quickies

    Packaging Surprise

    sourcreamclosed
    sourcreamopen

    Daisy Sour Cream has supposedly been offering Fresh Thinking on their foil seals for several years, but I just noticed it, and was pleasantly surprised. They took an opportunity to create a front-of-house experience when I was expecting a back-of-house experience. They’ve used printing technology to enable a richer experience: they aren’t simply reinforcing their logo after you’ve already purchased; they are providing content that plays emotionally at the most emotional point of usage – when the product is first opened (I’d suggest the multisensory stimulus and associated anticipation is more emotional than eating it, even).

    The foil seals on our containers do have a functional purpose – to keep our products their absolute freshest and safest for our consumers. But we wanted them to do more than that. So a few years ago, we created our “Fresh Thinking” foil seals, featuring uplifting, positive thoughts from Daisy. We hope you enjoy reading them as much as we do creating them.

    Previously:

    ChittahChattah Quickies

    • Scopophilia – Literally, the love of looking. The term refers to the predominantly male gaze of Hollywood cinema, which enjoys objectifying women into mere objects to be looked at (rather than subjects with their own voice and subjectivity).
    • Fabula and Sjuzhet – Fabula refers to the chronological sequence of events in a narrative; sjuzhet is the re-presentation of those events (through narration, metaphor, camera angles, the re-ordering of the temporal sequence, and so on).

    Candy-coated history

    The other day I saw some unfamiliar M&Ms packaging in a local drugstore.

    retro-tube

    The Retro Tube!

    I wondered whether this was truly a reissue of an old packaging style or just a marketing ploy—a “remember a time that never was” kind of thing—and I asked an older woman in front of me whether she remembered M&Ms ever having come in that kind of package in the past. She said no, she didn’t.

    But, some quick internet research reveals that, in fact, M&Ms really did come in a tube when they were first introduced as “a compact, durable food source for troops during World War II.” (Source: candywarehouse.com)

    Not only was this bit of history interesting to learn, but it led to my discovering this really cool interface on the Mars company’s M&M history page.

    Related Posts:
    Great food and packaging pictures
    The New Yorker profiles Roald Dahl

    Local Starbucks exhibits passion for their customers

    starbucksboard
    Recently I was in the Starbucks in the Lucasfilm Letterman Digital Arts Center and was surprised to see what was written on the chalkboard

    Starbucks is the same EVERYWHERE. What makes us different is our customers = YOU. We’ve worked all over the city, all over the state and we can honestly say that you are the BEST customers EVER. PERIOD. We see you everyday. People from LUCAS, PAC UNION, YMCA, B&B, THE PRESIDIO, THE MARINA & so many more…
    You make us love our jobs, make us love coming into work – thank you! Thank you for being you.
    Lucky us!
    Happy Holidays.

    I am not a regular at this Starbucks, so I don’t know how genuine this acknowledgment of a special relationship feels. It’s a curious example of transparency, asking customers to care about whether or not the workers like their jobs or not, and it’s a curious example of localized empowerment. Does corporate really want individual stores making statements like “Starbucks is the same everywhere?”

    What do you think? Is this believable or giddy holiday spirit from someone who used to work on the yearbook team in high school? Should Starbucks be encouraging or discouraging this sort of expression in their stores?

    ChittahChattah Quickies

    • On the Trail of an Annoying Announcement – Travel writer Joe Sharkey on the irritation and ineffectiveness of repeated airport announcements
    • Advertising in context – HBO is putting audio-enabled billboards in NY and LA to promote the season premier of "Big Love." I liked this localization detail: "HBO representatives at the sites will answer questions and, in Los Angeles, offer disposable headphones. The company assumed that New York commuters would bring their own."
    • Curious study on persuasion in cautioning teens about their online profies – "Many teenagers cleaned up their MySpace profiles, deleting mentions of sex and booze and boosting privacy settings, if they got a single cautionary e-mail from a busybody named "Dr. Meg." The e-mail was sent by Dr. Megan Moreno, lead researcher of a study of lower-income kids that she says shows how parents and other adults can encourage safer Internet use."

    Street sign information hierarchy

    lincoln

    In San Francisco’s Presidio, all the streets are named after historic military figures. Note how the sign designers added a biography line to provide additional context. The sign serves the traditional navigational purposes but also provides an educational service. The limited readability of the bio line means that it won’t interfere in navigational tasks but pedestrians (or slow moving drivers) can consume the additional information at will. It’s interesting to see how an ordinary object can be redesigned to include a layer of meta-information that doesn’t detract from its familiar, primary purpose.

    Get our latest article: Poets, Priests, and Politicians

    innovation

    My latest interactions column, Poets, Priests, and Politicians has just been published.

    [W]e’re increasingly exposed to rhetoric in the arenas of marketing and politics. It’s easy to be cynical and dismissive of relabeling. “It’s a feature, not a bug,” has long been a cliche in software and technology development, and we are perhaps less likely to examine the possibilities that lie along that tension: the power of words in the process of understanding people and creating new things for them.

    Get a PDF of the article here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

    Other articles

    Change of plans

    att
    This is what AT&T tells you – using a Windows error dialog – about your rollover minutes when you try to change your mobile plan:

    NOTE: By requesting a new rate plan with rollover, your accumulated Rollover Minutes in excess of the new plan’s number of monthly anytime minutes will expire at the beginning of your next bill cycle. Example: If you currently have 1,000 Rollover Minutes and you change to the Nation 900 with Rollover plan, you can only carry over 900 of your Rollover Minutes to your new rate plan. Do yuo want to continue with your rate plan change?

    Not a very good way to have a helpful interaction with a customer.

    ChittahChattah Quickies

    • Toilet seat covers, upgraded – Dora Cardenas, Toletta's cofounder and VP of communications, explains: “The product concept came to me and my husband while we were trying to find small travel packs of disposable paper toilet seat covers to use ourselves. Not only was I shocked to learn that travel packs are hard to find, but the products we did find didn’t have any ounce of style or quality tissues. All the products we found looked and felt like something you would find in a camping supply store—not exactly something retail stores and supermarkets would be proud to carry on their shelves.”
    • TOLETTA – Because you never know – TOLETTA is the world's first premium brand of paper toilet seat covers. From the funky music to the edgy and stylish packaging, it's easy to see that we're not your ordinary toilet seat covers. Not only do our products look great, the premium tissue helps women feel better about using public washrooms. So for all you señoras, señoritas, and diva fashionistas, you'll never have to settle for those cheap and flimsy paper toilet seat covers again.
    • John Maeda's mini-manifesto in Esquire – I don't convulse with joy every time Maeda utters something, but I did enjoy this brief piece (despite his use of "the consumer"):

      "Technology is outpacing our ability to use it. And it's the job of designers to restore balance to this equation. Technological advances have always been driven more by a mind-set of "I can" than "I should," and never more so than today. Technologists love to cram maximum functionality into their products. That's "I can" thinking, which is driven by peer competition and market forces. (It's easier to sell a device with ten features than one.) But this approach ignores the far more important question of how the consumer will actually use the device."

    • Nussbaum says "Innovation" is dead but "Transformation" is the new black – The conflation between talking about ideas and discussing their labels is kinda frightening. Glad to see someone cited my latest interactions articles about the power of words to clarify our interactions.
    • Dan Pallotta, author of Uncharitable, on KQED Forum – What I heard was very exciting; Pallotta considers the unquestioned framework (and its history) around how charities operate and challenges these principles. He's extremely knowledgeable, thoughtful, and passionate. This was one of the best discussions of innovation – and its barriers – that I've heard in a long time.
    • Katherine Bennett explores design research methods and find the journey is at least part of the reward – "I'm two-thirds through with my MSID in design research at Art Center, and I feel the need to take stock of where I am. I've been teaching design research to product design students at Art Center since 1991, but since my journey down the path of getting this additional degree I have been traveling over some interesting ground."
    • I only started a blog because steve portigal told me to – "My name is Bria and I am a designer." Nice to see my writing having impact

    Affordance Control

    Affordances for hanging clothes suggested by the fire prevention sprinklers in this Iowa City hotel led to the creation and posting of “no hanging” signs.

    hotel1

    no-hanging-web1

    Nicolas Nova discussed similar tensions between designed intentions and serendipitous affordances in a recent post on design exhibits.

    The need to discourage some uses while encouraging others adds an interesting layer to the design problem space, especially in contexts where there are widely varying types of user.

    Skateboard deterrent devices are a common “anti-affordance,” usually retrofit after skaters discover alternate uses for a structure (skaters are virtuosos at finding and exploiting all sorts of affordances).

    grinderminders

    This particular anti-skate hardware is sold by Grind2aHalt.com.

    “The GrinderMinder is intended to maintain the integrity of your beautifully planned landscape design, without detracting from the overall effect of the landscape.”

    Grind2aHalt’s product is designed not only to thwart unintended use (skating) but also to support the intentions of the original design — in this case, the aesthetic aspects of that design.

    It’s a good reminder of how complex the dynamics of objects, context, and usage are. Even this outwardly simple product is actually operating on many levels.

    NOTE: This is not an anti-skateboarding post. I offer this picture of myself, circa 1981 …

    invert-1982

    Related posts:
    In November ’07, Nicolas and Steve had another go-round on anti-skating devices.

    ChittahChattah Quickies

    • Bangkok police wearing smiley masks to make delivery of the requisite Thai smile that much easier – " The new cloth masks, which hook behind the ears and cover the mouth and nose, will help “reduce the stress from drivers when they see the police,” said Mr. Somyos, the highway police commander. To that end, he said, some 200 police booths would also distribute small bottles of holy water, chewing gum and mints."
    • Why is Dora crying? – Ridiculously manipulative full-page ad run by Viacom as they drew towards the deadline for a fee renegotiation with Time-Warner. Looks like (big surprise) they struck a deal.

    ChittahChattah Quickies

    • Slightly silly analysis of the emergence of salted caramel as a mass-market flavor – "Like grief, American food trends go through five stages, said Kara Nielsen, a trend analyst at the Center for Culinary Development in San Francisco, where companies like Wendy's and Kraft go to develop new products. The center uses a five-part trend map to trace an ingredient's trajectory from chef's indulgence to supermarket staple."

    ChittahChattah Quickies

    • Poets, Priests, and Politicians – my latest column for interactions magazine – In which I address the power of language in many types of interactions
    • Mafia Finds Fans on Facebook – Thousands of users have joined fan pages devoted to top Mafia bosses on the social networking site Facebook.. A page devoted to Salvatore “Totò” Riina, the “boss of bosses,” who is serving 12 life sentences, has more than 2,228 fans, some of whom wished him a merry Christmas. Other fans called for the “immediate beatification” of Bernardo Provenzano, who was imprisoned in 2006. Relatives of Mafia victims expressed outrage.

    ChittahChattah Quickies

    • The Best of Core77: Our Favorites from 2008! – Amazing year-end roundup. Nice to see a couple of my posts (including the bathroom video I included in the All This ChittahChattah year-end roundup) as well as one of our client projects, HP's Halo teleconferencing system.
    • A study of the relationships between self-control and religion – Dr. McCullough’s advice is to try replicating some of the religious mechanisms that seem to improve self-control, like private meditation or public involvement with an organization that has strong ideals. Religious people, he said, are self-controlled not simply because they fear God’s wrath, but because they’ve absorbed the ideals of their religion into their own system of values, and have thereby given their personal goals an aura of sacredness. He suggested that nonbelievers try a secular version of that strategy.

      “Sacred values come prefabricated for religious believers,” Dr. McCullough said.

    • NYT on the meaning of Tokyo Tower, fifty years later – Indeed, the tower seems to have won a new place in the national imagination, this time as a monument to a sepia-toned past. The change comes at a time when Japan as a whole seems to have lost confidence in its future, or has even resigned itself to slow decline. The change also underscores a broader point: how the passage of time can shift the meaning of national symbols — even ones as large as Tokyo Tower.

      “Tokyo Tower stood for a dream of the future, but that dream is gone,” said Masanori Nakamura, a professor emeritus of history at Tokyo’s Hitotsubashi University. “Tokyo Tower offers no more dreams, just as Japan has no more dreams.”

      In the recent books and films, the tower often appears as a metaphor for what this graying nation feels it has lost in recent decades: the shared sense of purpose and youthful optimism that drove its economic miracle, or even the simpler lifestyles before Japan became an economic superpower.

    ChittahChattah Quickies

    • Including: A column by Steve Portigal that completely shredded our understanding of the “persona” tool in design

    ChittahChattah Quickies

    • And adds his own thoughts: Look beyond the problem space and preserve ambiguity
    • “I work as a film location scout in New York City. My day is basically spent combing the streets for interesting and unique locations for feature films. In my travels, I often stumble across some pretty incredible sights, most of which are ignored every day by thousands of New Yorkers in too much of a rush to pay attention. As it happens, it’s my job to pay attention, and I’ve started this blog to keep a record of what I see”

    User Research for Belkin’s GoStudio

    gostudio_ls
    We were excited recently to see the New York Times review of Belkin’s GoStudio portable audio recorder. We led some early user research with target customers that informed Belkin’s overall strategy for this product.

    Among other things, our work revealed that people didn’t associate the iPod with the high quality audio they expected a recording device to deliver. As well, the iPod is rarely seen an ingredient technology for another experience; rather most accessories add on to the iPod, and convey that message through form, finish, interface, and even their overall story. We identified that Belkin had two paths they could go by: either embrace the iPod (as in iHome and other iPoddy products) or deny the iPod (and create their own visual and task language). It’s great to see that Belkin’s final design emphasized the aesthetics of professional audio gear. In fact, the New York Times picked up on this embrace/deny tension in their headline: Another Use for the iPod – As a Memory Card.

    All This ChittahChattah 2008, a look back

    In 2008 All This ChittahChattah hit our seventh anniversary. Here are some highlights from the past year.

    ChittahChattah Quickies

    • “It’s a cliché thing to say, but every time you start a job, you just don’t know anything. I mean, I can break something down, but ultimately I don’t know anything when I start work on a new movie. You start stabbing out, and you make a mistake, and it’s not right, and then you try again and again. The key is you have to commit. And that’s hard because you have to find what it is you are committing to.”

    ChittahChattah Quickies

    • Great example of using an intervention to study an issue. IDEO mocks up a machine that prints up “free time” stickers and gives them out to people on the commuter train. What takes this beyond a piece of conceptual art is the analysis of the reactions. This is a tool that doesn’t need such a grandiose PR-friendly approach to be useful, of course. Tickets that offer a conceptual benefit could be a little activity in any sort of design research process; handing them out to someone and asking how they’d use it. See also “Moving With A Magic Thing”
    • The second technique, “moving with a magic thing” works according to a similar concept. It’s claimed to be useful when finding uses for new technology, by giving users the new thing (or a mock-up of it) and getting them to go away and discover uses for it.

    ChittahChattah Quickies

    • The portion of homes with cell phones but no landlines has grown to 18 percent, led by adults living with unrelated roommates, renters and young people, according to federal figures released Wednesday. An additional 13 percent of households have landlines but get all or nearly all calls on their cells. That means about three in 10 households are essentially reachable only on their wireless phones. The figures, covering the first half of 2008, underscore how consumers have been steadily abandoning traditional landline phones in favor of cells. The 18 percent in cell-only households compares with 16 percent in the second half of 2007, and just 7 percent in the first half of 2005.

    ChittahChattah Quickies

    • A great collection of so-called project management lingo; it’s the phrases you hear from businesspeople
    • Interesting attempts at disruptive transparency as airlines educate passengers about what data is collected in the “black box” (it’s actually orange), what type of mistakes pilots make, and how that data is used to improve. It’s being used in Japan but being scuttled in the US where admitting mistakes doesn’t seem to be in the traditional best interests of pilot unions, airline management, and the like.

    ChittahChattah Quickies

    • Shelter officials have dubbed it black dog syndrome — the propensity of dark-coated animals to be passed over for adoption in favor of their lighter counterparts.
    • Zappos Insights is a subscription video service that lets companies ask questions about the Zappos way and get answers from actual Zappos employees. It will charge $39.95 per month for subscriptions. The service, said CEO Tony Hsieh, is targeted at the “Fortune 1 million” looking to build their businesses. “There are management consulting firms that charge really high rates,” he said. “We wanted to come up with something that’s accessible to almost any business.” (via Guy Kawasaki)

    Turn It On Again

    Stephen Anderson’s musings on collaboration and attribution reminded me that a project we worked on for BIC has gone live:

    From Business Week

    [BIC is] designing disposable cartridges for fuel cells, a kind of power supply that could someday eliminate the need to constantly recharge mobile phones or laptop computers. Electronics makers are drawn to fuel cells because today’s rechargeable batteries can’t keep up with the demands users place on portable gadgets.

    Bic’s big adventure with fuel cells began in 2002. Ken Cooper, the company’s U.S.-based director of strategic business development, was in a New Haven (Conn.) drugstore and spotted a cordless travel hair dryer with a tiny motor that ran on butane. This got Cooper thinking about fuel cells for handheld gadgets-a hot topic in consumer electronics circles. Few companies in the world package as much fuel every day as Bic does in its butane lighters, he reasoned. So Cooper decided Bic should take a gamble and develop fuel-cell cartridges that are “lighter-like, pocketable, yet safe.”

    I know Ken worked with a series of small consultancies over that period. From our workshop, I remember strongly that fuel cells were a key takeway. But was that concept extant before the workshop, or did we generate it? I honestly can’t remember, and ultimately, (as Stephen addresses) it’s not a worthwhile pursuit to frame it that way. In most of our engagements we are trying to inform and inspire talented business people to develop and refine ideas and move them further along, and seeing this story in BusinessWeek 6 years later confirms that indeed we did.

    ChittahChattah Quickies

    • From a report issued in 1960 by The American Telephone and Telegraph Company, just before pushbutton phones went mainstream. In addition to key arrangements, other categories of design features were studied, like force-displacement characteristics and button-top size/design. The focus groups were tested on keying times (error rates were calculated) and asked which they preferred aesthetically.

    ChittahChattah Quickies

    • Our grocery store has no 60 or 75 watt bulbs, well establish standards. Instead, they have 57 and 71 watt bulbs. GE is productizing the “turn the thermostat down a notch”? Seems like they are almost as bright as the ones they are replacing (which, when you think about it for at least .001 seconds, makes sense). But is this really what we want? If everyone is just slightly more in the dark, then we can save $X billion a year? Why 57 and why not 56? What happens next? 50 instead of 57? In which case, we’ll just all be using 60 (which is the new 75) instead. It’s not a sustainable innovation.

    Power To The People

    The trailer mashup may have hit its peak a couple of years ago (hey, there’s at least one blog devoted solely to examples of the genre) with my favorites Shining and Toy Story Requiem.

    I’ve written before about how technology increasingly makes producer work available to consumers and so I was struck by the latest trailer mashup, combining The Ring with the hated Saved By Zero commercial.

    The ability to put video inside video might have been out of reach to mere consumers (and I don’t know the details of who made the above mashup), but it looks like these tools are becoming available to anyone now.

    ChittahChattah Quickies

    • It seems to be a widespread instinct for passers-by to touch statues, in greeting or for luck, if they represent a popular personality, as when Tory Members of Parliament rub the toe of Winston Churchill’s statue at the entrance to the Chamber, and Liberals that of Lloyd George. Animal images also attract this affectionate gesture; the nose of a lion-faced door-knocker at Durham Cathedral is well polished by the constant touch of visitors, as is the beak of a certain falcon in the Egyptian Gallery of the British Museum. The other recurrent piece of folklore about a statue is the assertion that it gets down from its pedestal and walks about, or sits down for a rest, whenever it hears midnight strike; the lions at the door of the Fitzwilliam Museum, Cambridge, either roar or drink from the gutter. Such statements are a catch, for ‘when it hears’ is an impossible condition. (Thanks, Anne!)
      Previously: Desire Lions
    • What to touch, and when. Thanks Anne! Previously: Desire Lions

    Spammers as culture watchers

    Just got this bit of sp@m with the subject line: Make Money with Google Bailout Plan
    googletree.jpg

    I love how they evoke the government bailouts as something now available to you, potential customer mark, and tie it to Google, a recent blue-chippy money brand. Of course, the image is something they can keep reusing and change the subject line as the cultural story around the economy keeps evolving.

    One could track the zeitgeist by following the thrust of our sp@m.

    Speed of Innovation: Steve Portigal featured in Lunar Design podcast

    Inspired by my interactions column Hold Your Horses, I was interviewed for a Lunar Design podcast.

    How do speed, creativity and innovation intertwine in the design process? In this Connections episode, Gretchen Anderson and Lisa Leckie talk with Steve Portigal of Portigal Consulting about getting results through design research.

    Listen to podcast:

    ChittahChattah Quickies

    ChittahChattah Quickies

    • … I would introduce empathy processes into government, especially departments that interact with the public or with businesses. Everyone – EVERYONE – will go through the process that their “clients” go through, on a regular basis (say, once per year). DMV clerks who stand in line (as the obvious example) will have an opportunity to see what the “other half” experiences. …
    • Please drop the Chief Information Officer title you are planning to create. That title is so 20th Century. You need a serious Department of Innovation led by a heavy-weight giant in the field who sits in on Cabinet meetings…All understand that innovation is not solely about technology but about behavior, empathy, collaboration and designing new options where none existed before.
    • (via Kottke). Some great examples of different ways people can interpret instructions. In the case of ballot design and usage, how to interpret their actions becomes a legal matter sitting on top of a usability matter.

    We Are The Product

    There’s an advertising aesthetic I’ve long been fond of, showing a diverse range of customers tiled to demonstrate, often in a faux-anthropological fashion, that the product appeals to everyone, but that as different as people are, they have this one thing in common. The other message conveyed is that you, or “we” are the brand, collectively, evoking every cheesy movie scene where one by one the people in the crowd step forward and identify themselves as the oppressed protagonist, showing solidarity and often confounding the square villains who don’t understand true friendship (think “I am Spartacus!” from Spartacus, “I am Malcolm X!” from Malcolm X, “I am a drag queen!” from To Wong Foo, Thanks for Everything, Julie Newmar).
    Some examples:
    ns1.jpg
    Rolling Stones, No Security, 1998

    ad1.jpg
    ad2.jpg
    Tokyo subway, 2002

    verizon.jpg
    Verizon ad, 2002

    This notion, if not exactly the same visual treatment, is being evoked effectively in the I’m a PC ads and the associated website
    pc.jpg

    (Thanks to Tom Williams and Phoebe for their help with this post)

    I’m not saying the book was entirely my idea or anything…

    This review of Malcolm Gladwell’s Outliers (an exploration of what causes people to be successful; get a taste from this recent New Yorker piece) reminded me of a long-ago correspondence I had with Mr. Gladwell.


    Date: 6/16/01
    From: Steve Portigal (steve.portigal@—–)
    To: Malcolm Gladwell (malcolm@—-)

    I just thought I’d get the “I’m a fan!” thing out of the way up front…

    [rambling enthusiastic feedback, introduction, etc. snipped]


    Date: 6/18/01
    From: Malcolm Gladwell (malcolm@—-)
    To: Steve Portigal (steve.portigal@—–)

    hi there. thanks for the sweet email. i’m delighted you find my stories interesting. and i love the auto seat anectode (which i have already shared with my editor). your job sounds very cool. if you ever run across what seems to be a cool case study, do let me know. cheers, mtg


    Date: 8/28/01
    From: Steve Portigal (steve.portigal@—–)
    To: Malcolm Gladwell (malcolm@—-)

    I don’t know I’ve got a case study, but a couple of ideas that seem (to me) deserving of your insight.

    Dynasties – how the hell in the US can the son of a president grow up to be president? And his brother is the governor of a state? I mean, there’s something very obvious about parents passing opportunities and values onto their children but is it more than that? What about the social structures we’ve erected that suggest that anyone can be anything they want? Is there something about biology here?

    Prodigies – the sports issue of the New Yorker had a thing about Tiger Woods (this was months ago) that kind of had me scratching my head – by some random set of circumstances he picked up a club at a young age, and was good at it. His parents noticed this (another perhaps rare condition) and encouraged it (yet another one), and voila.

    How many prodigies are there that never encounter a violin or whatever? Are they born, or made?


    Date: 8/30/01
    From: Malcolm Gladwell (malcolm@—-)
    To: Steve Portigal (steve.portigal@—–)

    hi there. thanks for the story ideas.

    Semantics of Skin

    blackberry.jpg
    A recent ad for Blackberry, showing every bit of the otherwise neutral device covered in imagery that references the richness of the life of someone who uses it. Evoking the strongly the aftermarket skins that enable a similar sort of customization. The ad is using the visual as a metaphor but it’s actually quite close to a product that other firms make to address the relative monotony of consumer electronics products.

    User Research Friday: Research and Design, Ships In the Night? (Updated)

    (Updated to include audio, video, and interactions article)

    Here are my User Research Friday slides, along with audio and video. For me, the discussion at the end (there was a bit of stunned first-talk-of-the-day silence during question period so I turned it around on the audience and asked them to comment on the Escher-esque slide about design->research->design->) was the most stimulating part.



    Listen to audio:

    I’ve turned this talk into a two-part column for interactions; Get a PDF of the first part here here and the second part here.

    ChittahChattah Quickies

    • Sales up for spam, pancake mix, instant potatoes, frozen pot pies and side dishes, rice, beans, Kraft macaroni and cheese, Jell-O, Kool-Aid, Velveeta. Sales down for paper towels, socks, shoe polish, women’s fragrances. Interesting, I guess, but why do they imply a comparison between foods on the upside and other items on the downside?

    ChittahChattah Quickies

    • Jared Spool proposes the following hierarchy:
      0) Unintended Design
      1) Self Design
      2) Genius Desig
      3) Activity-Centered Design
      4) User-Centered Design If you enjoyed my recent interactions column (available upon request) Some Different Approaches to Making Stuff, the discussion linked here might be of interest.
    • Which is now apparently referred to as DT. Yuck! This article most clearly presents what Design Thinking refers to: the same stuff that design firms and creative agencies and innovation teams and the rest of us have been doing for a long time now: observe, ideate, implement. The examples presented here could be the same examples used in all the classic business press articles about ethnography over the last 10 years. Only now it’s DT. At least they quote Tim Lebrecht from frogdesign saying the same thing; that there’s nothing new here. The article makes a strong case for ethnographic research up until the point that they highlight how Web 2.0 lets customers document their own lives easily. So, umm, how does Brandweek use the term? Anything that gets you a flavor of customer lives, I guess. Hooray for the further championing of this approach. Boo for the lack of clarity and the buzzword boosterism.

    Paying for ease-of-use/trust

    Yesterday’s NYT Magazine article about the check cashing industry offered an insightful anecdote about the sometimes counter-intuitive tradeoffs people make:

    I met Oscar Enriquez leaving the Nix branch in Highland Park, a working-class area near Pasadena. He was skinny and just shy of middle age, with a quick grin and tattoos down his sunburned forearms. Enriquez worked in the neighborhood as a street cleaner; he picks up trash and scrubs graffiti. The job paid about $425 a week, he told me, a good chunk of which he wired to his wife, who has been living in Mississippi and taking care of her ailing mother. He told me he tries to avoid debt whenever he can. “If I don’t have money, I wait until the next payday,” he said firmly. “That’s it.” But he pays a fee to cash his paychecks. Then he pays even more to send a Moneygram to his wife. There’s a bank, just down the street, that could do those things free. I asked him why he didn’t take his business there.

    “Oh, man, I won’t work with them no more,” Enriquez explained. “They’re not truthful.”

    Two years ago, Enriquez opened his first bank account. “I said I wanted to start a savings account,” he said. He thought the account was free, until he got his first statement. “They were charging me for checks!” he said, still upset about it. “I didn’t want checks. They’re always charging you fees. For a while, I didn’t use the bank at all, they charged like $100 in fees.” Even studying his monthly statements, he couldn’t always figure out why they charged what they charged. Nix is almost certainly more expensive, but it’s also more predictable and transparent, and that was a big deal to Enriquez.

    Banks (and phone companies, cable companies, airlines, etc.) are institutions that are not easy to use. There’s a lot of fine print, arcane legalese, hidden fees, and a general lack of transparency. Here’s someone with a limited amount of income that makes the calculation and pays a significant amount of that limited income to avoid going through that. The relationship with the bank failed for Oscar, and he’s paying money to avoid dealing with them.

    We normally think of the privileged as those who buy their way out of inconvenience and hassle, but really, it’s something we do at all income levels. It’s just that our experiences frame what is and isn’t a hassle. If we’re middle class then we expect to be jerked around by Big Business because we have all our lives-as-consumers. If we’re lower class and we haven’t had those experiences, it may be less likely that we’ll tolerate them.

    ChittahChattah Quickies

    ChittahChattah Quickies

    • We’ve partnered with a number of other small firms around the world to pull this network together, enabling us to easily take on engagements that address multiple markets.
    • HERE’S MY BIGGEST GRIPE about technology: Unnecessary devices that greedy corporations try and pass off on the public as cutting edge convenience. So it is with a silly little thing called Cue Cat, a sort of mini-scanner that a bunch of big national magazines, media companies, and major corporations have been giving away to anyone they can talk in to taking one. Boosters include Radio Shack, Coca-Cola Co., Young & Rubicam Inc. advertising, NBC Inc., Belo Corp., and E.W. Scripps Co.

    Squeaky Tweets Get Grease

    This article relates how a Comcast VP started using Twitter to track down and resolve customer problems, after a lot of bad news began appearing on blogs and websites.

    But in portraying this as a big success, with social media mavericks working inside the enterprise to really solve customer problems, the article is missing the larger point: these companies (in this case Comcast, but substitute anyone else you like) are so bloated, bureaucratic, inefficient or corporate that the regular system can’t work. This is the problem resolution system that is available to the greatest majority of the customers, those who don’t know what Twitter is, who don’t start anti-Comcast blogs, those vast majority of customers who have either surrendered entirely or who only have access to the resources the company offers them: a toll free number to call. If Comcast (or equivalent) can’t solve problems that come in that way, they shouldn’t be lauded when customers are driven to the brink and complain in other channels that Comcast isn’t really and truly supporting.

    While it’s great that there are motivated and creative folks at Comcast that are pushing the envelope of how to reach and support customers, it smacks of elitism to be applauding this thin veneer of problem resolution when what it reveals is the rotting timbers of the support infrastructure.

    ChittahChattah Quickies

    • Breathed thinks comics will be left behind when newspapers go “fully digital.” Breathed said his readership was 60 million to 70 million people in 1985, when Peanuts had a readership of 200 million to 300 million and Calvin and Hobbes, 200 million people. “That will never happen on the Web. Your readership drops to a couple thousand people – maybe, if you’re lucky, 10,000.” The Web is a dedicated viewership, he explained, meaning a reader has to type in the name of a strip to go to it that day. “You are no longer a found delight,” he said. “You are a dedicated delight. And that’s what changes the readership.”
    • The notion is admirable but not quite enough here about what listening really means, how hard it is, and how different it is from what most organizations and people are doing already that perhaps feels like listening. Check out Phil McKinney on listening/div>

    Listening vs. Hearing

    In Fast Company’s Green Guru Gone Wrong there’s a sobering examination of sustainability architect William McDonough and the work that he’s doing. I am sure this type of investigation is highly contentious, especially when icons like McDonough are revealed to be less-than-perfect.

    But it’s interesting to note that some the project failures are tied to a dramatic lack of understanding of the current behaviors and future needs of target customers.

    Shannon May smelled the rot firsthand. An anthropology PhD student from UC Berkeley who lived in Huangbaiyu for nearly two years, May first met McDonough in 2005, the year the project broke ground. But within several months, it became apparent to May that everything from the village’s overall design to its construction was deeply flawed. The homes were suburban-tract style with garages, despite the fact that only four of the expected 1,400 villagers had cars. The backyards were too small for growing feed corn or raising animals, which the villagers needed to make their living. But most absurd to her eye was the plan to use agricultural waste to fuel the biogas plant to power the village: leftover corncobs and stalks were the winter food supply for the cashmere goats, the area’s leading source of cash. Using them meant the goats would starve.

    “I started calling Bill and telling him these things, and he would be very responsive and concerned on the phone,” says May, the blonde seen standing behind McDonough in Friedman’s documentary. “What troubled me was that it was as if he knew nothing about the way these people lived. And he seemed concerned, but then nothing would happen after these phone calls.” May says McDonough visited the village only twice while she lived there “for one or two hours at a time, and only when there was a video camera following him.” The supposedly $3,500 homes were costing nearly $12,000 to build, more than 10 times the villagers’ median income. By 2006, only two families had moved in, and they did so because their previous homes had burned down. Even then, they had to use antiquated heating rigs because the renewable energy systems didn’t work.

    And even more interesting is that the failure isn’t about a lack of information about these customers, it’s a failure of process to integrate that information into the project decisions.

    Crossover Hit

    One of the commercial breaks during the debut episode of Christian Slater’s new TV show, My Own Worst Enemy, started with a little recruiting pitch for the consulting agency that Slater’s character works for on the show, something along the lines of “we’re looking for a few good people.”

    The spot listed a website for AJ Sun Consulting, the fictional character’s fictional employer. So of course I checked it out-I’m fascinated by this stuff.
    ajsun.jpg
    The site was more substantial than I expected, sporting among its pages a mission statement, a privacy statement, and a client-access-only login field. And not a sign of it being a marketing platform for anything other than AJ Sun Consulting, until I had gotten as far as the fifth question on the job application form on the Careers page. But there it was:

    Are you interested in learning more about our company’s employee program with Chevy?
    ___ Yes
    ___ No

    Which Chevy vehicle would you prefer as your company car?
    ___ Chevy Traverse
    ___ Chevy Camaro

    Looking into the backstory, I found a May 2008 press release from NBC quoting Dino Bernacchi, General Motors’ Director of Marketing Alliances and Branded Entertainment:

    “We call it Fusion Marketing – partnering with the creative community around ideas that build relationships with a passionate audience, but done through the lens of the entertainment property.”

    And indeed, a quick check of Whois.net shows the site registered to General Electric, NBC’s parent company. (GE, furthering its forays into “fusion marketing,” also appears as Liz Lemon’s employer on the NBC show 30 Rock.)

    For a while, there was a lot of buzz around companies and public figures trying to create a presence in Second Life and use that world to spur more action for themselves in this one. (The Second Life Video Gallery at New Business Horizons has some interesting artifacts around some of these efforts.)

    So exactly what is it that’s happening, metaphysically, when I’m in “first life” interacting in a fake forum created by a real entity like GM to sell a real product through a fake premise?

    I feel a little bit like the girl in the old A-Ha video–inhabiting a place that’s between real and virtual.

    Related posts:
    This Space Available
    Collateral Damage
    Field Research … In Second Life

    Get our latest article: Some Different Approaches to Making Stuff

    makingstuff.jpg

    My latest interactions column, Some Different Approaches to Making Stuff, has just been published.

    I propose an incomplete framework for how companies go about making stuff (products, services, miscellaneous). In characterizing this as incomplete, I hope to hear about other approaches that will flesh out the framework.

    1. Be a Genius and Get It Right
    2. Be a Genius and Get It Wrong
    3. Don’t Ask Customers If This Is What They Want
    4. Do Whatever Any Customer Asks
    5. Understand Needs and Design to Them

    Get a PDF of the article here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.
    Other articles

    ChittahChattah Quickies

    • “Many of the most successful applications simply take something solid and dependable from the real world and put it onto the phone- flashlights, pints of beer, flames from Zippos and clocks…”

      We were at a concert the other night and while I was surprised at the number of actual lighters I saw held aloft, the singer commented on the number of pictures-of-flames-on-phones he was seeing from the stage.

    Notice Your Way To Happiness

    Foresight’s Mental Capital and Wellbeing report has identified behaviors that can make people feel better about themselves.

    Be curious
    Noting the beauty of everyday moments as well as the unusual and reflecting on them helps you to appreciate what matters to you

    See also

    (Thanks, Gavin)

    ChittahChattah Quickies

    • Researchers reported that family life has not been weakened, as many had feared, by new technology. Rather, families have compensated for the stress and hurry of modern life with cell phone calls, e-mail and text messages and other new forms of communication.

      Wellman said families appreciated the innovations because “they know what each other is doing during the day.” This, he said, comports with his other research, which shows that technology “doesn’t cut back on their physical presence with each other. It has not cut down on their face time.”

      The ease of being in touch has created a phenomenon that Lee Rainie, director of the Pew Internet project, calls “love taps,” in which couples exchange hellos and touch base with a regularity that did not exist 10 years ago.

    ChittahChattah Quickies

    • A new study suggests people prefer cars to appear dominant, masculine and angry. Researchers hope to better understand what goes on in the brain when people see faces in objects.

      Study participants assessed cars based on a system known as geometric morphometrics, which allowed the men and women to rate certain traits on a sliding scale (such as “infancy” to “adulthood”). The traits represented maturity, sex, attitudes, emotions, and personality – all things that people infer from human faces at a single glance.

      After rating car traits, participants then answered the question of whether they saw a human face, animal face or no face at all on the cars. They drew facial features such as eyes, nose and mouth on the car images whenever they did see faces.

      They also want to conduct research using people in Ethiopia who don’t have familiarity with modern car models, and eventually extend their research across other countries.

      (via Core77)

    ChittahChattah Quickies

    • Different moe representations for Windows XP
    • A “fursonafication” of the browser Mozilla Firefox
    • Japanese anime/manga style anthropomorphizing of non-human beings, objects, concepts etc. including Internet Explorer’s Stop button, Windows ME, Norton Anti-Virus, tanks, ships, aircraft, missiles, World War II military vehicles, trains, passenger jets, Pluto, charcoal, cigarettes, convenience stores, food, washing machines, alarm clocks, blackboard erasers, pillows, first aid boxes, and cell phones.

    Please wait here. We’ll be right back with some fresh hot insight.

    I was interviewed recently for What insight is ethnography delivering? (PDF). It’s a pretty clear piece, and I think we show well in it. Lots of tidbits but the closest thing to controversy is this:

    Portigal accepts that while there needs to be conditions, such as a ban on any logos being worn by the accompanying client, and an agreement to undertake some basic workshop training to introduce them to the principles of field work, he is happy to bring along a member of the client’s team. “It’s the 80/20 rule: we ask 80% questions, you ask 20%. It takes them a couple of practices and then I think they can make a really valuable contribution.”

    However, for O’Brien, the very thought of having a non-team member accompany out in the field is a non-issue. “We simply don’t believe in it,” he says. “The fewer people, the better. If you start crowding a room out, how is the participant going to feel comfortable? In fact, we have even lost jobs over it.”

    It took me many years to come around to this way of thinking, but as our work has become more about facilitating our clients to take action and less about handing off insights, it seems right on for us. I’d love to hear what you think!

    ChittahChattah Quickies

      • A shutter effect on a digital camera
      • Wood grain on radios, lawn chair arms, and automobiles
      • Lights shaped like candles
      • Shopping cart icons on ecommerce web site
      • The reel-to-reel tape machine icon used on cell phones to indicate a voice mail message

      I can’t find a good definition for “vernacular design” – where the visual of the form echoes something literal about the product’s meaning or use (Oracle’s database-symbol HQ; the printer feed tray that looks like the sheet-of-paper icon)..anyone?

      (thanks, ebacon)

    New Forrester Study on Personas

    Last year I gave a talk at an IDSA event where I described the practice of personas as user-centered bullshit. In January I expanded that into Persona Non Grata, my first column for interactions magazine. More recently, I was interviewed about the topic by Forrester Research.

    Vidya Drego at Forrester has now issued a report – How To Get The Most From Design Personas – although given her brief, much of our conversation around the limitations and risks of personas, as well as alternatives, does not appear prominently in this document.

    See what happens when you don’t listen to your consultant? Or Bad Interface Brings Apocalypse

    About a year ago we worked with a client who designed and developed financial trading software. We were immersed in the arcana of this century’s financial markets, learning about Credit Default Swaps, or as they are known to the financiscenti, CDS. Our time with our client and their customers (rogueish but not rogue traders) was an educational journey into a power-oriented, confrontational, macho culture. Indeed, this organization was a rocky place where our recommendations could find no purchase.

    Now, here we collectively stand with our mutual fund statements as smoking ruins in our fists and the arcana is now mainstreama, with headlines like $62 Trillion Credit Default Swaps Threaten U.S. Government Bonds as common as can be.

    Two responses: i) I didn’t do it. Nobody saw me do it. You can’t prove anything. ii) We told you so.

    ChittahChattah Quickies

    • Kottke on long-running shows creating a new form of media
    • New challenges for creators as stories become complex and long lasting and fans invest

      When the original Star Trek – known to devout fans as The Original Series – went off the air in 1969, acolytes kept the flame alive. They extended the stories with their own fiction. They created technical manuals. Eventually, the series became a movie, and then another, and then another TV series, and a few more after that. Each new iteration produced more canonical information. Spock’s death, Kirk’s son, Picard’s adventures as a cadet … eventually, the writers’ room on a Trek show became a minefield. “Someone would tell you that a Voyager episode last year mentioned a bit of backstory with the Romulans, and now you can’t do this over here.”

      But the many strata of Star Trek books, games, comics, and cartoons haven’t been well tended. Some events in the movies and even later TV shows contradict preexisting lore. (A backward change like that is called a retcon, short for “retroactive continuity.”)

    • This is more than a vision. It’s something Better Place and its partners are already building. Agassi drew from his entrepreneurial experience and insights from world leaders to formulate a business plan that applies mobile phone industry economics and renewable energy to transportation.

      Better Place’s model means consumers subscribe to transportation as a service, much like they do today with mobile phones. Auto companies make the electric cars that plug in to the Better Place electric recharge network of charging stations and battery swap stations. Energy companies provide the network’s power through growing renewable energy projects. And Better Place provides the batteries to make owning an electric car affordable and convenient.

      And with oil out of the picture, transportation is transformed into a sustainable service we can all subscribe to.

    • >A few months ago, I stopped by Agassi’s Palo Alto headquarters to sit in on a three-day strategy meeting. The entire staff is trying to write a mission statement with help from a moderator. He flips through slides on a screen: “Our mission is to transform personal mobility.” “Our mission is to break the world’s oil addiction (before it breaks us).”

      Shai Agassi has only one car, no charging stations, and not a single customer-yet everyone who meets him already believes he can see the future.

    Why not?

    Every drummer knows, it’s hard to find a place to practice.

    frontstage-backstage.jpg
    Drummer, Highway 9, Santa Cruz mountains

    So when I drove by this guy rocking out on the side of the road, I thought, “yes, that makes so much sense.” Plenty of space, no neighbors around to get pissed off at you.

    So how come the roadsides aren’t dotted with drummers?

    Even though it’s a great solution, it takes a certain degree of chutzpah to go drum in the woods.

    Lots of seemingly innovative ideas never take hold. Some of these concepts may be asking customers to “drum in the woods”– to behave in ways that might stick out, feel weird, or refute what they’re comfortable with.

    Nicolas Nova further explores why ideas do and don’t take hold in his visually rich Inflated/Deflated Futures presentation.

    Related posts:
    Minding Manners
    Open Carry

    Tokyo Patterns: Enjoy

    Here’s another set of examples from our last trip to Tokyo: the frequent and enthusiastic use of the English word Enjoy (also, Let’s Enjoy) to market a product or service:

    cat.jpg
    Enjoy cat

    canon.jpg
    Enjoy photo

    plate.jpg
    Let’s enjoy your life style

    karaoke4.jpg
    karaoke2.jpg
    karaoke3.jpg
    Enjoy karaoke

    And a few months later, unpacking a new Sony camera, here’s what you see first thing upon opening the box:
    letsenjoyvideo.jpg
    Let’s Enjoy Video

    Previously:
    Pop Culture Osmosis, Tokyo (part 1)
    Pop Culture Osmosis, Tokyo (part 2)

    Join Steve for a “Design Forty” conference call

    Lextant’s Lauren Serota and Dan Rockwell have recently launched a weekly series of forty minute design-related conference calls. This week’s topic is Design Hacks.

    Hacks are all the rage lately. You can never have or know about too many good hacks, we got DIY hacks, programming hacks, weight loss hacks, what are some design hacks?

    In this call we’ll talk and share our own design hacks, tips, shortcuts and workarounds to attain great design. These could be new and unique methods, such as the use of online tools, and or new techniques with participatory design, ethnography, contextual inquiry, data analysis and more.

    I’m the guest for this week’s call, Wednesday at 12 EST. To participate, you must pre-register here.

    Hope you can join us!

    Update: A recording of the excellent discussion is now available at that URL or via this direct link (hopefully).

    Human Behavior

    I was in Chicago last weekend for IIT Institute of Design’s excellent Design Research Conference, and spent a day walking around the city. (I’m happy to say I can now use the term ‘Miesian’ with authority.)

    I ended the day in Millennium Park eating a hot dog and looking at Anish Kapoor’s Cloud Gate sculpture.

    the-bean.jpg

    Actually, to say I was looking at the sculpture sells the experience short. I’d seen the giant silver bean from a distance earlier that day, but once I was next to it, the combination of scale, surface treatment, and form made it such an unusual and compelling object that I couldn’t help but start interacting with it. Chicago writer Lynn Becker’s article on Millennium Park sculpture-as-architecture delves further into the interactivity of Cloud Gate.

    After a few trips around and under the sculpture, I decided to sit back and watch how other people were responding to it.

    I saw people

    • photograph it
    • photograph themselves with it
    • photograph others with it
    • have strangers photograph them with it
    • use it as a mirror and check their makeup, hair
    • clean it and (while being photographed) lick it
    • fit their bodies into the smallest possible space created by the sculpture’s curves
    • smear their fingerprints along the mirrored surface (this seemed like a form of graffiti, a recording of presence)
    • pretend to be holding the sculpture up
    • use it to hold them up
    • pose suggestively on all fours next to it
    • talk about having come there other times
    • lie on the ground in poses to create specific tableaux in the funhouse mirror-like underside

    licking-the-bean.jpg

    It was fascinating to see how people reacted to having this functionless object placed in their midst. It struck me as a form of spatial/environmental prototyping, and I’m sure that noticing and examining what people do and what their patterns of motion around this object are and synthesizing that data could produce insights to inform many types of design.

    In our research work, we periodically use objects to elicit responses from people to new concepts. Sometimes these artifacts take the form of storyboards, sometimes models, and sometimes we’ll just put something in a person’s hands to give them a starting point, something to react to. One time, I handed a person we were interviewing a CD box set that was on his coffee table, and he proceeded to talk us through a whole design for the product idea we were discussing. “It’d be smaller than this, I think the corners should be rounded, maybe this part could come off . . .”

    We’ve been collaborating lately with a couple of our clients on the creation of storyboards and models for this purpose. It’s been interesting figuring out in each case the right balance of detail and abstraction; how to give people enough cues to get the basic concepts, while leaving them enough space to think about how they would like to see those concepts refined.

    Of course, what gets created depends on where our client is in the development process and what we want to learn from the people we’re talking to, but I think that what I saw at Cloud Gate is a good model for what one hopes an artifact will spark in a research participant: the urge to experiment, to hypothesize, to test, to interact, to play, to see what’s possible.

    holding-up-the-bean.jpg

    Related posts:
    On using objects for generative research

    On noticing
    On prototyping and fidelity

    ChittahChattah Quickies

    • “Ten years ago, if you were designing a laptop bag and wanted to see what people carried in theirs, you could either a) hire a research firm or b) get a job in airport security. But now ID Ethnographers need look no further than Flickr. (For those too lazy to dig through the link, hit the jump for our compiled roundup of shots.) It’s not as in-depth as a focus group, but you also don’t have to provide cookies, juice, and those envelopes filled with crisp hundred-dollar bills.”

      First of all, isn’t this something that’s about 4 years old (hey, I can do user research by looking at pictures on the Internet). Second, while I’m not saying the information you can get from this isn’t useful but for God’s sake don’t throw around terms like “ethnography” if you don’t know what they mean.

    • They have sought to infuse the company with the style and culture of many Silicon Valley pioneers. For example, three years ago HTC created Magic Labs, a group that in addition to about 50 software, hardware and mechanical engineers and industrial designers, includes a writer and a jewelry designer. They all help brainstorm ideas and design new products. Many have titles like software magician and mechanical wizard. The marketing chief John Wang’s business card reads “Chief Innovation Wizard.”

      One of the group’s mandates is to generate ideas at a torrid pace with the understanding that most of them will never turn into products. “We have an organization that is designed to fail,” said Mr. Wang, who helped start Magic Labs. “It takes close to 1,000 ideas to turn up a few projects that are worth running.”

    DRC08 Workshop: Tapping into super-noticing power

    workshop-supplies.jpg

    Last weekend was my workshop (“Did you see that? Tapping into your super-noticing power”) at the Institute of Design’s Design Research Conference. Most of the folks in the workshop completed a homework assignment where they went out and took photos of something they noticed (similar to the assignment I had given to the students I taught at CCA, discussed here). During the workshop itself, people presented their photos and stories, while I asked both speakers and listeners to think about the noticing process more than the details of the specific examples (all of which were interesting and enjoyable).

    We did just a first pass at synthesizing the observations, and some of the things that came out may or may not be obvious to others. Here’s a sampling:

    • To notice, we filter on our previous experiences, our personal backgrounds, and our professional experiences
    • We react to something that evokes an emotion in us
    • Rather than noticing details, we may simply grasp the gestalt of the details in the moment
    • Taking the picture helps you notice, even if you go back to the picture later and notice things in that picture
    • The importance of slowing down, relaxation, being calm/still, having a time of contemplation (in contrast to “trying” to do a noticing activity…several people reported that they couldn’t do the exercise when they tried to do it, but then later on they noticed all sorts of stuff
    • In contrast, for some, there is no on/off button for their design research way of thinking/being
    • There’s a need to give ourselves permission to look silly by stopping to pay attention to something seemingly trivial
    • Notice similarities when you expect differences
    • Notice differences when you expect similarities
    • Most importantly to me, was that it’s okay not to know the “why” of something; this was tough during the workshop when some people had a strong urge to try and explain what others had noticed; to rationalize, clarify, or even solve it

    I look forward to the next opportunity to lead this workshop again.

    See also: Ever notice? by Steve Portigal and Dan Soltzberg at AIGA Gain

    ChittahChattah Quickies

    • He also points to Kolko’s summary and adds some of his own reflections as well.
    • I haven’t even picked up my luggage on my trip back from Chicago and Jon’s got a blog post up. I wouldn’t be surprised if this is the only writeup of the conference that appears; I’m hoping to share some content from our workshop on noticing in the next few days.

      My take on the specific sessions varies from Jon’s (I was disinterested or annoyed by some of what he found rewarding; I was thrilled by some of what he omitted, etc.) in some cases, but I think his overview of the field(s) involved is insightful.

    ChittahChattah Quickies

    • At the University of Minnesota, Thomas Fisher’s students are learning a very important lesson about being architects: before they can be creative, they have to listen. After starting a project to help build homeless shelters, they began to talk to homeless people and discovered that shelters were irrelevant to them. What they wanted was for the police to stop taking and trashing their stuff when they drive them out from under bridges or tunnels.

      As it turned out, their biggest complaint had a design solution: The students created highly magnetized packs in metallic colors that served to camouflage them. When the police come, their users can throw the bags up to the closest metal structure, and they stick.

    Putting research results back on the shelf

    I blogged previously about our research with a wine brand. The other day I was in the store and saw that the packaging redesign, informed by our work, is on the shelf!

    Landor did the design work in creating the new Stone Cellars package, informed by our exploration of how Beringer’s customers were thinking about, talking about, and making meaning with wine and its packaging. One piece that emerged very strongly was that the folks we were talking to really wanted to associate a sense of place with any wine they had a relationship with, and that is prominent in the new design.

    stonecellars_chard.jpg
    Stone Cellars, before

    label.jpg
    Stone Cellars, after

    And on sale, too!

    ChittahChattah Quickies

    • A concept inspired in French style one of a kind in Ahman
      Best location on Emirated Road.
      (Ajman, is the smallest in all the seven emirates with an area of only 161 square miles)
    • Great Gig in the Sea is the first Pink Floyd themed concert cruise to the Bahamas. The cruise will allow Pink Floyd fans to combine sun and sea with an amazing concert experience. This one-of a kind voyage will feature the music of Think Floyd USA: The American Pink Floyd Show, and will celebrate material from Pink Floyd’s earliest days through the present.

    ChittahChattah Quickies

    • PP: Film is a lying media.
      WH: It’s beautiful to invent. And truth is not found in facts per se. In Philippe’s case, there’s a deeper truth in what he’s doing–an ecstasy of truth. And he’s discovering, of course, walking in the sky, in the clouds, means a form of ecstasy–a quintessential metaphor of an ecstatic moment. There’s a truth in it that we can somehow function beyond our limitations. He can walk in the skies.
      PP: Truth deserves more than being factually recorded.
      WH: We have to be cautious when we use this term “truth”–let’s touch this only with a pair of pliers. Not even a mathematician or a philosopher could give you a real definition of it.

    Get our latest article: Living In The Overlap

    ronald.jpg

    My latest interactions column, Living in the Overlap, has just been published. I riff on the relevance of pop culture, the spaces between disciplines and the importance of resisting the urge to label and categorize everything neatly.

    Here’s a bunch of stuff I haven’t tried: Project Runway, High School Musical, American Pie movies, robot wars, molecular gastronomy, Halo 3, Dancing With the Stars, Frisky Dingo, sudoku, biopics, House, Desperate Housewives, Portishead, Fifty Cent, Dane Cook, The Da Vinci Code, The Life of Pi, Marley & Me, The Lovely Bones, Augusten Burroughs, and Mitch Albom. I’m mildly curious about some; intensely disinterested about others. A lot of it might make a “sophisticated” individual uncomfortable. But my profession is identifying and establishing the connections between people, culture, brands, stories, and products, and that means it’s absolutely crucial that I know a little bit about all sorts of stuff that I may personally regard as crap.

    Get a PDF of the article here. To receive a copy of the article, send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

    Other articles

    ChittahChattah Quickies

    • The volunteers knew the taste of strawberries perfectly well. That was the problem. The associations that came with the word “strawberry” overwhelmed the taste of chocolate. Every trickster’s hope, says Jim Steinmeyer, who designs illusions for magicians, is “finding smart people who bring a lot to the table – cultural experience, shared expectations, preconceptions. The more they bring, the more there is to work with, and the easier it is to get the audience to make allowances – to reach the ‘right’ conclusion and unwittingly participate in the deception.”
    • Yet another article on kosher technology
      “But Zomet has invented Sabbath-friendly wheelchairs, sound systems and elevators that stop on each floor, and developed a Shabbat scooter with Michigan-based Amigo Mobility International.”

    ChittahChattah Quickies

    • “After tons of testing and research, The Audrey, a kitchen computer designed for women, promised to be the next big thing. It flopped. Alex Cohen talks with Don Fotsch, co-creator of The Audrey about why the device failed.”
      Utterly content-free; they talk about how great Audrey is and simply blame the bubble bursting for the failure. It was the economy, it wasn’t us. I’d like to see a better analysis. Anyone got one?

    London Bananas

    In our recent AIGA Gain article about noticing, we relate how the process of noticing once and then noticing again is a way to find patterns and uncover themes.

    During my recent trip to the UK, I took this picture of a discarded banana peel.
    banana-in-london.jpg

    I didn’t notice other bananas, but someone else did and they’ve started the London Bananas Project, a fantastic archive of banana peels in the London public space.

    When I arrived I noticed something straight away: there’s a lot of banana skins around.

    I see them everywhere. They’re languishing on doorsteps, hanging out in the middle of the road, dangling off street signs, peeking out of piles of garbage, reclining in the middle of the sidewalk, riding the bus for free. A great number of them are bright yellow as if they’re fresh and have just been dropped, although they appear in all states of decay. I don’t know how or why they caught my attention, but within a week of being in London I couldn’t get my mind off these banana skins. Where were they coming from? Who was eating all these bananas and leaving the skins around? Why was it always bananas I was seeing, and not, say, oranges? Was it a sign? Was there something sinister going on? Apparently these little hazards were a covert operation going completely unnoticed; everyone I asked about it said that they had never noticed anything of the sort and looked at me as if I was nuts.

    That’s a great description of the power of noticing (even if it doesn’t go anywhere, it’s still a great set of muscles to keep flexing).

    Here’s bananas in Bangalore:
    bangalore-bananas.jpg

    See also: Street Mattress

    ChittahChattah Quickies

    • Douglas Rushkoff’s 2001 PBS special that journeys into the world of the marketers of popular culture to teenagers
    • Douglas Rushkoff’s 2004 PBS special about “What’s going on in the world of today’s marketers and advertisers? What are the new and surprising methods they’re using to decipher who we are and what we want? And where is this taking us?”
    • I don’t agree with the term “tricking” in the headline of the article, but some interesting examples of persuasion around social issues (teen pregnancy, smoking, messy urination, etc.)
    • Alcatel-Lucent, the parent company of Bell Labs, is pulling out of basic science, material physics and semiconductor research and will instead be focusing on more immediately marketable areas such as networking, high-speed electronics, wireless, nanotechnology and software. The idea is to align the research work in the Lab closer to areas that the parent company is focusing on, says Peter Benedict, spokesperson for Bell Labs and Alcatel-Lucent Ventures. “In the new innovation model, research needs to keep addressing the need of the mother company.”

    ChittahChattah Quickies

    • …The list that follows is reassuring for those who crave some repose without the need for an ashram. The “oases of thought” Buzan hears about are commonly: the shower; the bath; the loo; shaving; walking in nature; in bed (before sleep, in the middle of the night, or first thing); looking at water; listening to classical music and long-distance travel, such as running or driving. ..
    • Documentary that follows the lives, history, home life, and motivations of four “characters” on Hollywood Boulevard, people who dress up like Batman, Superman et. al and are tipped for posing for pictures. More than a fascinating look at a subculture, it digs deep into the ordinary aspects of less-than-conventional individuals and raises questions around the Hollywood dream, identity, character and so on. Fantastic.
    • This is an excellent documentary about an endurance competition that pits twenty-four contestants against each other to see who can keep their hand on a pickup truck for the longest amount of time. Whoever endures the longest without leaning on the truck or squatting wins the truck. If I’m not mistaken it’s been out of print for a while.

    Florida Faux, part 2

    During a recent trip to Florida I took some time to check out the Disney-founded community of Celebration.
    streetsign.jpg
    houses.jpg

    The experience was much more subtle that I had expected; perhaps the true nature emerges more through residency than driving through. Overall, it felt a lot like The Truman Show – a set that made everything a bit too perfect and while one can appreciate just how nice everything is, it lacks a certain organic naturalness.

    theater.jpg
    The town theater is achingly new, yet completely retro. There’s no funk here.

    reflect.jpg
    square.jpg
    The downtown area is beautiful, branding is kept to a minimum.

    celbucks.jpg
    Starbucks, the Americanized faux-Italian experience (so faux and so Americanized that you can enjoy it without knowing where it comes from) seems to fit right in (but then Starbucks is the ultimate brand for fitting in everywhere and anywhere).

    segway.jpg
    vehicle.jpg
    These electric vehicles were ubiquitous, some turned into rolling advertising vehicles (as has happened with the PT Cruiser, the New Beetle, the Mini, and the Smart Car). I imagine the retirement communities in Florida have a wider general adoption of those vehicles and that’s part of the reason they are seen in Celebration.

    chick.jpg
    Chick-Fil-A branding at a church event.

    sbucks.jpg
    And about 2 miles down the road, familiar sprawl returns, highlighting the contrast. I think that’s the tallest Starbucks sign I’ve ever seen.

    Previously: Florida Faux, part 1

    Also: Orlando pictures; Miami pictures.

    Collateral Damage

    I got this thing in the mail from a company called Veer. The cover slip said: “A giant hand. Angsty Cats. Rioting Models.”

    veer-mailer.jpg

    How could I not open it?

    veer-billboard.jpg

    It turned out to be a huge advertisement poster. It was so big that once I’d unfolded it, I had to lay it on a chair.

    It looked like such a pain in the ass to fold it up again that I left it lying there and went and made coffee.

    I was standing in the living room again a few minutes later deciding what to do with my Saturday morning, and I started absentmindedly reading some of the copy on the poster.

    It was like I’d created a Veer billboard in my living room.

    There was a picture of a sweatshirt I thought was kind of cool. Turns out it’s for sale at Veer’s website. (Veer’s primary business is selling stock photography, fonts, and other graphic design resources.) Then, a description of an animated short that sounded interesting, free to view on the site.

    Next thing I know, I’m on my way to Veer’s website, looking for the sweatshirt and the film. Wow. They really got me, didn’t they!

    In consideration of the web’s enormous power and ubiquitous presence as a commercial tool, I think this is a testimony to the continuing importance of things you can touch, that interpose themselves in our three-dimensional spaces.

    But the story’s not over…

    veer-site-down.jpg

    Veer’s website is down.

    At this point, I’ve been so adroitly manipulated from being a complete bystander to actively seeking out this company that I’m sure this shutdown itself is also part of the strategy: a way to get me to come back on Monday and talk to someone at Veer, hooked in just a little deeper by thinking I’ve serendipitously ended up with this 10% discount opportunity.

    Now I’m caught up in this interesting meta-story–curious about Veer’s tactical moves, wondering if they are being as deeply strategic as I’m imagining?

    This whole interaction is an object lesson in the complexity of moving a potential customer back and forth between realspace and webspace, and how many interesting ways there are to go about pursuing this objective.

    We’ll see if I use the 10% discount to buy a sweatshirt.

    ChittahChattah Quickies

    • “Creating a product for people without studying them first simply doesn’t make any sense. The products we create are meant to help and serve people, and in order to do that we need to understand what people need, what they value and what their aspirations are, and use that understanding to drive the creative process.”

    ChittahChattah Quickies

    • To ensure that only the companies that pay millions of dollars to be official Olympic sponsors enjoy the benefits of exposure in Olympic venues, organizers have covered the trademarks of nonsponsors with thousands of little swatches of tape.

      In media centers, dormitories and arena bathrooms, pieces of tape cover logos of fire extinguishers, light switches, thermostats, bedroom night tables, soap dispensers and urinals. The Taiden Industrial translation headsets in a large conference room have had their logos covered, as have the American Standard faucets in the bathrooms nearby, and the ThyssenKrupp escalators down the hall.

    • Nate Burgos on our AIGA GAIN piece on noticing: “Proactive noticing may reveal a vision.”

    ChittahChattah Quickies

    • They are all emblazoned with the word “police” and made from cotton, polyester, elastic and some other synthetic materials, thickly padded and with no metal or plastic studs or fasteners.
    • Kerri Christman, owner of Butt For You, says the major client base for butt pads are seniors, models and HIV-positive men who’ve lost the fat in their butts from years of taking antiretroviral drugs. “We also get stunt men. And some celebrities, which I can’t name.” Silicone Body founder Pauline Rous, whose Package Booster will be included in gift bags at this year’s Latin Grammys, says she caters to another demographic. “We’re in San Diego, so we have the entire entertainment industry – models and actors. You know, if you see a perfectly shaped guy, I can tell you he’s wearing something.”

    Crock Addict

    I’ve developed a taste for expensive yogurt.

    It started as a lark a few days ago, in a natural foods store near my home, when I saw Saint Benoit Yogurt for the first time. This single-serving yogurt comes in a miniaturized stoneware crock, colored and shaped like (what I imagine to be) a traditional European crock.

    saint-benoit-yogurt-crock.jpg

    I figured I’d throw down the $3.99 for a Saint Benoit once-it seemed luxurious, and worth doing for the experience.

    But lo, the Palmetto Organic Grocery has just opened directly across the street from our office, and guess what they carry?

    As it turns out, Saint Benoit only costs $2.49 if you return one of the used crocks. Compared to the usual $0.99 for many other organic yogurts, this price is still awfully high, but if the reusable crock and local, sustainable production are an ecological improvement over the usual disposable plastic container and cross-country transport, that’s one inducement to pony up.

    The bottom line for me is sensory, though. There’s something about the “old world-like experience” of holding that little crock and hearing the spoon clink on its side that is proving to be quite seductive.

    It’s a triumph of interface design.

    ChittahChattah Quickies

    • Article itself has no real point of view, but surveys some interesting research.
      To this day people spend most of their conversations telling personal stories and gossiping. A 1997 study by anthropologist/evolutionary biologist Robin Dunbar, at the University of Liverpool found that social topics accounted for 65 percent of speaking time among people in public places. Anthropologists note that storytelling could have also persisted in human culture because it promotes social cohesion among groups and serves as a valuable method to pass on knowledge to future generations. But some psychologists are starting to believe that stories have an important effect on individuals as well-the imaginary world may serve as a proving ground for vital social skills.

      Preliminary research by Oatley and Mar suggests that stories may act as “flight simulators” for social life. A 2006 study hinted at a connection between the enjoyment of stories and better social abilities.
    • Someday someone will produce my concept from 1998 – a foam #1 hand that you use for fun! cleaning around the house

    Tell me about yourself

    myups.jpg

    I’m an occasional user of MyUPS (although their failure to offer a daily email or RSS update to track a package is ludicrous) and when visiting the site this week I had to agree to their news Terms of Service and update my contact information. This sort of web form typically covers basic logistical information that someone who does business with you will need: address, billing information, etc.

    But this time I was required to answer a question that was obviously tied to some market segmentation work they’ve done: which of these statements best describes you? with the following choices:

    • I don’t ship daily, but when I do, I want it to be quick and informative.
    • I use ups.com daily and know several shortcuts to save time.
    • I use ups.com to troubleshoot and to report on shipping activity.
    • I focus on the big picture and monitor shipping operations performance.
    • I prefer to use the web only when necessary. My job is easier without it.

    First of all, it’s utterly inappropriate to require me to answer this question when I’m dealing with straightforward contact information that is necessary for UPS to have in order to provide the services I pay them for. Making them optional would be nice, but really this doesn’t go here at all. It’s hamfisted.

    Second of all, it’s ludicrous to ask someone to find themselves in a badly written list such as this. What if I use ups.com daily but don’t know any shortcuts? Compound conditions are very hard for people to answer cleanly.

    One has to wonder about the meeting where they decided this would be a good idea.

    ChittahChattah Quickies

    • Kelly Erickson brings in Van Halen and our AIGA GAIN piece, and just about everything else into an enthusiastic rant “So, are you a bulldozer, getting through the day with your head down, plowing through your piles of work? Or a Zen professor, observing, wondering, and looking for connections? Have you trained yourself to slow down and notice?”
    • “It reminded me of my days as a student of graphic design and the noticing exercises we practiced. I still employ the same noticing tactics today but I had forgotten how important this fundamental principal is to marketing and visual communications.”

    Wild and Free

    ghost7_firefly_osaka.jpg
    Me on bass, Firefly Club, Osaka, Japan, 2001

    I had the TV on in the background the other night while I was doing some work around the house–I’ll admit it to you–I was watching E Hollywood True Stories, “Joe Francis Gone Wild.” (Francis is the guy who created Girls Gone Wild (NSFW))

    Anyway…about halfway through the show, I heard a really familiar sound fading up in the background. I turned up the volume on the show, and, sure enough, it was a piece of a song from a CD I recorded a few years ago.

    ghost7.jpg
    ghost7, New Directions in Static, 2004

    As the wow feeling of hearing something I had made broadcast this widely subsided, I started thinking about other aspects of the situation: shouldn’t someone have contacted me, shouldn’t I be getting paid for this?

    And here’s where the irony, or at least the thought-provoking conundrum, begins.

    I know how hard it is to earn a living playing music (or even just to cover your expenses). Yet I have, ahem, “friends,” who download all kinds of “free” musical content. And when I lived in Japan, I had other, ahem, “friends,” who rented lots of CDs from Tsutaya (the Japanese Blockbuster Video) and copied them onto MiniDisc to build their music collections, thus depriving the artists of their cut of a CD sale. (For a great breakdown of the traditional music industry business model, and a startling look at the reality of making a living as a musician, check out Moses Avalon’s website and book, Confessions of a Record Producer).

    My initial self-righteousness about getting paid for the use of my music highlighted a clear differentiation I’ve been making between creative “product” that comes out of the “entertainment industry” and what’s made by people like me, whose primary livelihood is something other than their music, art, etc.

    Now that any content placed in the public arena is almost instantaneously redistributable, whither goes the business model/s for creative production? Are songs-as-products becoming obsolete, to be replaced by songs-as-loss-leaders, a la the Starbucks/iTunes “song-of-the-week” card?

    How, in this freewheeling new world, will it continue to be possible to shift enough units to pay for the production of something like a U2 album or a feature-length film?

    dokken-george-lynch-will-play-for-food.jpg
    CD Cover, George Lynch (ex-Dokken), 2000

    New analysis covered over at O’Reilly on Radiohead’s 2007 “pay-what-you-like” experiment for selling their album, In Rainbows, would seem to support the loss leader model, with the attention generated by the online trading of the album seemingly as valuable as any actual money earned through paid downloading.

    I’d add as well that firing up the tour bus remains an essential part of the prospect. Aside from tribute bands, no one’s found a way yet to pirate the live performance. (Although perhaps the scenario in Kiss’ 1978 movie, where the band is attacked by a lookalike robot band, suggests one possible model.)

    phantom_of_the_park.jpg
    VHS box, Kiss Meets The Phantom of the Park, 1978

    But back to more grounded futuristic pondering. Is Karl Marx’ dream of making means of production accessible to ordinary people coming to fruition via peer-to-peer content sharing and the free flow of certain types of “raw materials?”

    As the “redistributability” of content facilitated by the internet crossbreeds with technology and approaches like just-in-time production, 3D printing, and mass customization, will other types of product production also be wrested from commercial producers?

    And will someone from E True Hollywood Stories please contact me about that royalty check?

    Upgrading blog software

    Let’s hope things stay intact.

    Update: They didn’t. Sorry for the boringness and geekiness. 9 hours later and it was a nightmare. I upgraded to WordPress 2.6, and lost categories, tags, emailing posts and comments, but worst of all the blog page (https://portigal.com/blog) wouldn’t load all the recent posts but would redirect to a specific old post with “blog” in the title. Permalink problem?

    No love fixing it, so then I did a manual rollback and learned about PhpMyAdmin and pasting in 44M of text in as queries to restore the contents of the blog. I actually learned a lot about doing it and maybe feel more confident trying this again; I have a bunch of not-that-exciting content (such as spam comments that are in the spam queue) that I’ll restore over the next few days, but wow.

    Anyway if anything is not working, please let me know.

    ChittahChattah Quickies

    ChittahChattah Quickies

    Note that the service that automates this is flaky right now so I’m going to do it by hand til they get themselves sorted. Or until I can implement a workaround. Sigh!

    • When pedestrians cross, by design, in all directions including diagonally. Associated with Shibuya Crossing (I presume by Westerners who have witnessed the dramatic mass of humanity) but originated in North America and making a comeback in urban planning.
    • SpinVox (a voice-to-text tech firm) reports that 73% did not like the way their voices sounded. “It seems Britain is being gripped by an epidemic of accent envy and accent self loathing. After decades where dialect diversity has been celebrated, the majority of Britons now aspire to received pronunciation – and to share the sound of their voice not only with The Queen but with celebrities like Liz Hurley and Hugh Grant.”

    Framed framework/conceptual art

    Upon entering the Visitor’s Centre at the Battersea Power Station we encountered an enormous graphic, printed on canvas, and mounted on the wall like a work of art.

    Here’s a thumbnail (click to see it on Flickr – account required)
    battersea-power-station-con.jpg or view it full size here.

    Here’s a detail:
    framework.jpg

    It looks as if the team working on the redevelopment conducted (or simulated the output of) an in-depth brainstorm session and had someone illustrate the resulting mental map/conceptual framework/jargony-jargon-jargon. But this is a bit of insider cricket, so why is it presented like artwork and the first thing that greets a visitor? An odd, if intriguing, way of using an artifact like this.

    Previously on Battersea Power Station

    Also: see more of my London and Sheffield pictures here.

    Travelling at Home

    I spent some time last week walking around the area near our office in Pacifica. It’s amazing how often, when you break your usual routine, you find something fascinating and unfamiliar right around the corner. In this case, a whole pier fishing subculture, with its own set of tools, infrastructure, workarounds . . .

    (Cell phone pix, so forgive the lack of detail)

    fishing-pier-2.jpg
    Fishing, Pacifica Pier

    fishing-cart.jpg
    Fisherman with homemade cart and pinups

    fishing-pole.jpg
    Fishing pole held in crack (price tag $11.96)

    fishing-scale.jpg
    Catch and release measuring scale on lamppost

    The space between yes and no as a local indicator

    While in the UK recently I took advantage of an extremely rare opportunity to tour the long-closed Battersea Power Station. It’s an iconic part of the London landscape, known to many for appearing on the cover of Pink Floyd’s Animals.

    The tour was basically a community open house, to try and drum up support/input for the redevelopment plans. Visitors were asked to complete a survey…

    battersea.jpg

    …and this question caught my eye:

    dontmind.jpg

    I really got a kick out of the localized UK English choices for the responses.

    Also: see my pictures from the Battersea Power Station here and more of my London and Sheffield pictures here.

    Previous posts on surveys:

    The Machine Stops by E.M. Forster

    We’ve been doing some work lately with an organization who is trying to understand and respond to the evolution in telework – people who are working out of a dedicated home office but have a corporate job and maybe a formal workspace in their corporate office.

    As we collected more stories from people, I was reminded of an old science fiction story (and I remembered the title, even) – The Machine Stops by E.M. Forster. I didn’t realize it was from 1909! The story powerfully describes a world of people each living alone and communicating with all the people in their network, anywhere on the planet, from the comfort of their chair.

    It’s a pretty cool story in terms of how many themes of modern life, home, and work are captured or predicted from 100 years ago.

    Imagine, if you can, a small room, hexagonal in shape, like the cell of a bee. It is lighted neither by window nor by lamp, yet it is filled with a soft radiance. There are no apertures for ventilation, yet the air is fresh. There are no musical instruments, and yet, at the moment that my meditation opens, this room is throbbing with melodious sounds. An armchair is in the centre, by its side a reading-desk-that is all the furniture. And in the armchair there sits a swaddled lump of flesh-a woman, about five feet high, with a face as white as a fungus. It is to her that the little room belongs.

    An electric bell rang.

    The woman touched a switch and the music was silent.

    “I suppose I must see who it is”, she thought, and set her chair in motion. The chair, like the music, was worked by machinery and it rolled her to the other side of the room where the bell still rang importunately.

    “Who is it?” she called. Her voice was irritable, for she had been interrupted often since the music began. She knew several thousand people, in certain directions human intercourse had advanced enormously.

    But when she listened into the receiver, her white face wrinkled into smiles, and she said:

    “Very well. Let us talk, I will isolate myself. I do not expect anything important will happen for the next five minutes-for I can give you fully five minutes, Kuno. Then I must deliver my lecture on “Music during the Australian Period”.”

    She touched the isolation knob, so that no one else could speak to her. Then she touched the lighting apparatus, and the little room was plunged into darkness.

    “Be quick!” She called, her irritation returning. “Be quick, Kuno; here I am in the dark wasting my time.”

    But it was fully fifteen seconds before the round plate that she held in her hands began to glow. A faint blue light shot across it, darkening to purple, and presently she could see the image of her son, who lived on the other side of the earth, and he could see her.

    ChittahChattah Quickies

    • “As an artist, I think it’s part of my makeup to take in and process as much visual and physical information as I can, and then store it away for future use. I’m kind of a squirrel when it comes to gathering ideas, pictures and stories.”

    Disciplinarity and Rigour? My keynote from Design Research Society conference

    I was recently in the UK to give the opening keynote at the Design Research Society’s Undisciplined conference. I detail some of my academic and professional history and talk about the concerns of a practitioner, perhaps an alternate take on what many in the audience (designers from academic settings) are thinking about themselves.

    Here are slides and audio in separate widgets. You can start the audio and advance the slides manually to follow along. The talk goes for about 45 minutes and the discussion for another 25 or so.

    < Audio [audio src="StevePortigal_DRS2008.mp3"] Also, see my London and Sheffield pictures here.

    Aesthetics of interactivity

    carnabystreetnav.jpg
    Carnaby Street kiosk, London, July 2008

    In a previous post I described an interactive display that looked like a static display. Here’s a static display that looks like an interactive display, through the color palette, the type of graphics, and the use of touchable materials (such as the black rubber) from consumer electronic devices.

    See more of my London and Sheffield pictures here.

    ChittahChattah Quickies

    • Cleaning product for things that are, well, grotty
    • A basket for displaying and collecting fruits or flowers. Farmer’s markets sometimes sell fruits and berries in plastic punnets. I saw pricing per punnet at London’s Borough Market and wondered about the word.
    • 4 out of 10 applicants without a toilet said they had one. Chalk it up to embarrassment. People who were desperately poor would not admit to a welfare clerk that they lived without a toilet or running water or even a concrete floor.
    • The iconic building was open for a very rare walking tour yesterday. I’ve never seen so many SLR cameras in one place. Anyway, here are my pictures.

    I Now Confirm Thee . . .

    A little while ago, I got an interesting email message from Facebook:

    To: Dan Soltzberg
    Subject: Theresa Soltzberg said that you two are married…

    Theresa said on Facebook that you two are married. We need you to confirm that you are, in fact, married to Theresa.

    To confirm this relationship request, follow the link below:

      http://www.facebook.com/n/?home.php

    Thanks,
    The Facebook Team

    Theresa is, in fact, my wife. After briefly considering several possibilities for practical joking, I followed the link, and was presented with this grand choice:

    relationship-request.jpg

    With the price of gas skyrocketing, will we see this replacing the Vegas wedding as the quick solution to getting married?

    Anyway, I confirmed, and just wanted to share my nuptial joy with all of you . . .

    Minding manners

    togetherforlondon.jpg
    Manners poster, London, 2008

    Different town, different ideas about public behavior. While I don’t want to smell anyone’s odors (fragrance, bodily, or foodie), the declaration that “smelly food” will be avoided was surprising to me. It’s a rather specific act that I hadn’t really thought about before.

    We had a good conversation about this poster today at the BBC. I talked about social norms, and how one tactic to changing behavior is to help more people do something, so that those who choose not to do it are clearly on the outside. They shared the history of these posters, where the specific things being avoided by the characters are not new, but instead of the previous version where a blue-text-on-white authoritative voice warned that smelly food and other actions were prohibited, this has shifted to a more inclusive collective voice – “together.”

    It’s also a story about following the rules (for the greater good) rather than not following the rules.

    Update: another poster from the campaign here.

    See more of my London and Sheffield pictures here.

    Deco-nstruction

    construction-deco.jpg
    Miami Beach construction, June 2008

    Visitors to Miami Beach encounter hotels (and other architecture) that is old and new Art Deco, as well as various modernist and post-modernist successors (see examples here). This construction site with its orange and stainless look fit nicely with the finished aesthetic seen in the area (note the similarly colored building in the left corner).

    Previously:

    More Miami photos here.

    Steve in the UK, coming right up

    Less than a year after my last trip to London, I’m headed back to the UK – to Sheffield – to give the opening keynote at DRS2008 (Design Research Society conference), offering my perspectives on disciplinarity and rigour. If you’re attending the conference, drop me a note so I’ll know to look for you.

    I’m also bookending the time in Sheffield with a few days in London before and after. It’d be great to meet up with firms and folks interested in culture, design, and innovation (etc.). I could probably throw together a little presentation or discussion starter for your team. Get in touch if you’d like me to stop by.

    steve_trafalgarsquare_1990.jpg
    Steve in Trafalgar Square, 1990, photo by Richard Wintle

    steve_trafalgarsquare_2007.jpg
    Steve in Trafalgar Square, 2007, photo by Avi Soudack

    See more pictures from my London trip in 2007 here.

    Core77 Show+Tell video: Steve investigates the bathroom

    Yes, more bathroom blogging! Core77 has just posted a quick video I made

    In this video for Core77, Steve Portigal takes us into his company bathroom, uncovering examples of bad design and its consequences.

    From signage to artifact and back, people are forever mistaking their cues for how to behave, how to use products and systems, and how different, often-conflicting indicators cause our expectations and realities to collide. This 2-minute video is a priceless example. What’s in your bathroom?

    Fair Warning

    We’ve posted previously on this blog about the signs people create to help others navigate unfamiliar situations.

    Thus, as soon as I saw this beauty in a highway-side restroom, I started thinking about the picture I was going to take.

    door-sign-1.jpg

    I vividly remember washing my hands and snickering to myself about the apparent complexity of the instructions, thinking, “what, are people getting trapped in here?”

    A few seconds later, the timed light clicked off, and my attitude changed just as quickly as I found myself in darkness and completely unable to get the door open. Of course I hadn’t actually read the signs–just thought about them as “an example of . . . ”

    I tried in vain to undo the door by feel and intuition, and started imagining how much it would suck to spend the night trapped in a highway-side restroom. After a bit of worst-case-scenario fantasizing, I used the light from my cell phone to illuminate the signs, which indeed, contained instructions absolutely essential to getting the door open.

    Leaving me with two questions:

    1. Who the hell designs a door that difficult to open?
    2. Should I have added “NO, REALLY-TAKE THIS SERIOUSLY!!!” to the signs?

    I found the whole experience amusing, but it really is kind of crazy that a public restroom is trapping people on the side of Highway 84.

    Florida Faux, part 1

    While in Florida last week I had the chance to learn a bit of history and realized that the manufactured experiences intended to evoke another time/place go back to the earliest days of Florida land booms.

    In Orlando, I stayed at the Lowes Portofino Bay, meant to evoke a resort on the Italian Riviera.
    porto.jpg

    Some faux touches included the scooters parked – well, installed, actually – around the grounds…
    vespa.jpg

    …and the made-to-look Old Country stair details.
    stairs.jpg

    But getting around the place was a nightmare.
    signage.jpg

    In order to convey some sense of authenticity, the architects echoed bits of a townscape, with limited ability to see what was ahead. Although what you could see was devoid of any actual real details – no people, no commerce, no mess, nothing that would help you located yourself or make a decision about what direction you might want to go into. It felt like a rendered videogame background before the branding, characters, and gameplay was added. I just found it frustrating trying to get around, with a very small amount of triumph when I succeeded or found an alternative; but I wasn’t there to work on getting un-lost and I wanted the hotel’s precious Portofino-ness to get out of my way so I could perform basic wayfinding tasks.

    arch.jpg
    street.jpg

    Previously:

    Also: Orlando pictures; Miami pictures.

    Get our latest article: Hold Your Horses

    img_0244.jpg
    My fourth interactions column, Hold Your Horses, has just been published. I talk about the creative process of uncovering insights and the need for gestation and reflection time.

    Get a PDF of the article here. As the interactions website only has a teaser, we’d like to offer a copy of the article. Send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.
    Other articles

    Now Hear This

    I liked this article about the creative process of Ben Burtt, the sound designer who designed the sounds for the Star Wars films, the Indiana Jones films, and now Pixar’s WALL-E. The whole piece is great, but I especially liked this bit, which is analogous to what we talk about for noticing…keeping that Spidey sense active and then figuring out what it means later.

    So he continues to gather sound, even though he’s not always sure where it will end up. He recalls the last thing he recorded, just days before the interview, while walking from the sound-mix room to his office. As he passed a closet, he noticed some floor panels missing.

    “I could hear this great humming – something was wrong with the air conditioning down there,” Burtt says. “Some fans were running and they were rattling and buzzing. I just stuck my microphone down there and recorded. I’m not sure what, but it will definitely be used for something in the future.”

    Veggie Tales

    Two favorite topics – groceries and stories – collide when the NYT profiles a Cleveland-area grocery chain

    “One of the things Whole Foods taught us is the need to tell stories” about our products, Mr. Heinen said. In fact, Heinen’s has 50 stories that it trains employees to tell customers about its meat, produce, baked goods and other items.

    This month, Whole Foods took another step forward on this front, designating one employee from each store as a “value guru.” Those employees now give regular tours highlighting sales, local and seasonal items and popular selections from its private label brand.

    With all the scaremongering over Americans not taking vacations this summer, perhaps the Whole Foods tour will be substituting?

    Forced Engagement

    Like Adam Richardson, I’m fed up with “Indentured Advertude.” Shortly after his post appeared, I returned to my Orlando hotel room and found that housekeeping had left my TV remote like this:
    blueman.jpg

    In order to get to the controls, I have to remove it from the sleeve. Like other forcing functions I’ve written about it creates some mindfulness that drives a desired behavior; in this case it’s not in my interest at all. You must engage with this ad before you can perform another task. The service being advertised has no connection to watching TV or using the remote; it’s just there to get in your way.

    iTunes helps me help myself

    I had to email iTunes the other day about an issue with my account. I composed and sent my message using their web-based contact system, and a little message box popped up.

    apple-not-spam-c.jpg
    The message said that since there was a chance iTunes’ response to my inquiry might end up in my Spam box, a test message would be sent within 15 minutes. If I didn’t get the test message, I was given several steps to take, including adding the iTunes email address to my contacts so that the real message would get through.

    I’ve never had a site pre-troubleshoot like this for me, and I thought it was a really elegant and collaborative way of making sure I got the communication I was asking for. Nice job on this one, Apple.

    It’s interesting to see workaround strategies like this evolving when things like spam filters–conceived as solutions–become problems.

    ChittahChattah Quickies

    • 1951 to 1975, the promise of a gateway for the Americas captured the imagination of local planners, famous architects, five U.S. presidents. It became a massive boondoggle that drained millions in public money. All that materialized was cleared land.

    Come on come on and TOUCH ME baby

    touchscreen.jpg
    Orlando airport, June 2008

    A touch screen looks like any other monitor; designers have not created anything in the physical form that denotes interactivity. It falls to the content (what is on the screen) and the context (where is the screen placed) to invite people to touch. In this case, they’ve chosen to add an external static sign to indicate what you should do.

    This is in an airport, so informational rather than advertising content might be a more natural draw for interacting (seriously, an interactive menu experience?) and having this thing sitting near an escalator doesn’t make a lot of sense; it’s not a place to linger.

    Here we have another example of post-design, fixing a problem in the original design by adding on another piece. Seeing that added instructional text made me wonder how we typically know that a screen is one that we can touch and interact with. It’s an interesting opportunity for the hardware manufacturers to create some visual language that can help with that invitation.

    Share a dozen…and be a HERO!

    krispyhero.jpg

    I guess the post-9/11 passion for preserving the notion of hero is over. Even if Krispy Kreme is intending to be wry here (though that’s not really their tone) there was still a time in recent memory when that wouldn’t have been acceptable either.

    Previous donut-y blogging here.

    ChittahChattah Quickies

    • The systematic pursuit of an amateur, hobbyist, or volunteer activity that is substantial, interesting, and fulfilling. The adjective “serious” embodies such qualities as earnestness, sincerity, importance, and carefulness.

    Automobile Avatars

    familyaboard.jpg

    I’m seeing a lot of these lately on rear windows of minivans and similar larger family-sized vehicles: icons that represent every member of the household (including pets).

    Seems like a new example of personalization; an untapped bit of car real estate, and a new message to publish (who are the – writ rough – people in our household).

    I wonder if this is more common among Hispanics and/or the churchgoing. Any ideas? Do you have one of these? Where did you hear about it? Where did you get it?

    ChittahChattah Quickies

    • They will sell off the 820 U.S. gasoline stations they operate and the land owned under 1,400 additional franchise stations but hopes to keep selling brands of gas by getting company distributors to acquire the stations.
    • In the past, users have complained that MySpace can feel too busy, with flashing banner ads and too many elements crowded onto one page. The new look will simplify the ways members can personalize their page.
    • The many refrigerators that were destroyed or rendered unusable during Hurricane Katrina or Hurricane Rita and their aftermath. Many were made into temporary folk art.

    Brand Equity?

    I had to replace one of the toilets in my house recently. On the advice of a friend who’s a builder, I went to Home Depot seeking an American Standard brand toilet.

    Replacing a toilet is surprisingly easy. It’s really quite something that the toilet is such a simple device, considering its significance in enabling modern life to be as pleasant as it is.

    I had bought all the pieces I needed separately, and by the time I finished my installation, had forgotten that I’d bought a seat that was also made by American Standard.

    I experienced a little warm flash of joy when I raised the seat of my new toilet for the first time and saw that the logo on the bottom of the seat matched the logo on the toilet itself.

    toilet-seat-branding.jpg

    That I would feel spontaneous pleasure at having the brands of components on my toilet match–is it not testament to the primacy of place that branding and labeling have in our culture?

    That this positive feeling was caused by something I never could have told you I cared the least bit about–something that seems so silly to me that I’m chuckling inside as I write this–really shows the power of the larger culture to influence emotional responses.

    It also illustrates the necessity of being in real places with real people doing real things, if one wants to witness these types of dynamics.

    The coda on this little story is an ironic one:

    toilet-tank-labling.jpg

    Does it matter to me that my American Standard toilet was made in Mexico? Not really. I’m just happy that the logos all match.

    Are you sure you want to do that?

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    switch.jpg

    Covers for outdoor electrical outlets adapted to gently lock-out some light switches in a market research facility observation room. Behind a two-way mirror, the room must be kept darkened, and so the use-with-caution light switches are kept separated from the use-at-will light switches. The cover hardware, adapted from its intended use, doesn’t prevent operation of the light switches, but you have to think more deliberately before flicking them. This is a reasonable example of a forcing function.

    Cookie Monsters

    nocookie.jpg
    I was taken aback when reading this NYT piece on Starbucks loyalty card

    Jeffrey D. Lipp, president and chief executive of Chockstone. His company helps customers, including some Starbucks competitors, build and run their own loyalty programs.

    What he has found is that it doesn’t take a lot to get diners, for example, to do what restaurants want. One Chockstone gambit involves using the customer’s receipt to make an offer. Return within 10 days, perhaps, and you can get a free dessert, the slip says.

    “It’s amazing this stuff works so well,” Mr. Lipp said. “What we’ve found is that people can be bought for a cookie.”

    Pardon? You’re an expert in loyalty, but you refer to people being bought? It’s such a Winston Smith moment when the word loyalty – in the context of companies inducing you to return – has no connection with the actual meaning of the word “A feeling or attitude of devoted attachment and affection.” I guess brand and loyalty are completely divorced in the modern corporation.

    Note: the picture above comes from our local Safeway store where I have developed an almost Pavlovian association with their free cookie box, which has sat behind the bakery counter to be reached into by slightly sneaky customers. Avoiding sweets most of the time has really pumped up the anticipation I feel when I head to Safeway to pick up groceries or visit the ATM.

    So I was stunned to see the sign and realize the free ride was over. If they’ve got me making such a powerful emotional/gustatory association with visiting their store, isn’t that worth a few boxes of cookies per day?

    And so, am I being bought for a cookie? I don’t know, really. But the timing of the outrageous quote in the article and the outrageous sign at Safeway suggest some dystopian cookie Happening may be upon us. I’ll keep you all posted.

    Words

    A writer is a person for whom writing is more difficult than it is for other people.
    Thomas Mann

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    Poet Kenneth Goldsmith calls himself an “uncreative writer,” and his works include: everything he said for a week; every move his body made during a thirteen-hour period; a year of transcribed weather reports, and the September 10, 2001 issue of The New York Times, transcribed.

    My first reaction to Goldsmith’s work was that it seemed like a good piece of conceptual art scamming, but then I heard him read one of his transcribed weather reports on the radio.

    Before he read the piece, Goldsmith explained that the process of transcribing these artifacts creates an experience for him of the poetry in everyday language use. And it was true-as Goldsmith read the weather report, in a fairly rapid, uncadenced style, I was struck by how vividly evocative the place names, the verbs of wind and temperature, the homey advice to “stay indoors” all were.

    I think what Goldsmith is doing is a word-focused parallel to what we do in contextual research practice: we carefully observe and document the everyday, as much as possible suspending our own preconceptions of what is and is not significant, in order to see in new ways.

    When I was younger, I effortlessly seemed to think in a more lyrical and poetic way than I do now. My hypothesis has been that this change is a result of being more involved with “putting my hands on things” than I was in my 20s. My creative energy now goes much more towards describing and solving problems-juxtaposing complex alternatives, articulating ideas that have the potential for real impact-and there’s just not the same kind of energy available for playing with language.

    I’m happy with the direction my way of thinking has evolved, but at the same time, I feel a certain sense of loss for that earlier version of myself, and the ease with which I used to make words do tricks.

    Hearing Goldsmith reminded me that I needn’t draw a hard line between between playing with language and solving problems, between the lyrical and the practical-that it’s all out there, evocative and full of potential.

    The casual expert

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    The NYT has a story about self-selecting airport security lines.

    …a black diamond line for expert travelers, defined as those who fly more than twice a month and are skilled at security procedures, always ready with items removed; a blue square for casual travelers, who are familiar with the screening process; and a green circle for families and those needing assistance or more time.

    I think this is an exciting idea, although it doesn’t appear to be working perfectly. It seems that people are overestimating their own expert-ness (or perhaps fudging their self-analysis in favor of a perceived “express line”) although families feel relief from the pressure of other travelers.

    This seems like a classic web design problem, with different types of users (who have very different abilities, needs, and expectations) coming in the same front door. And when there’s a choice, people will obviously act in their own perceived self-interest.

    I think separating “normal” from “expert” is going to be a tough thing to figure out in any situation; unless “expert” carries with it an intimidation factor, I suspect most people will escalate their capability. Otherwise “normal” starts shifting to “stupid.”

    Again, an interesting approach to a problem, and as with most prototyping efforts, lots of learning about how the proposed solution is and isn’t working, yet.

    Well, okay, as long as you’ve got a graph for it

    I signed up for a webinar but was unable to attend. But I got a copy of the presentation, and although I’m sure it made a lot more sense when the presenter was explaining it, I had to laugh at this screen

    elusive.jpg

    The source is Productscan, so one can assume it has something to do with the success of new product introductions. But a product launch and an idea are not the same, are they? And how are they using innovative vs. not-so-innovative? And what’s the vertical axis, exactly?

    Floridian adventures await

    Next week I’ll be in Orlando, giving an early-morning keynote at the Nortel Technical Conference. After that, I’ll be in Miami for a few days. I’ve got some time in both cities and would love to meet up with locals o chat about what we do and look for ways we might work together.

    Drop an email (or leave a comment)!

    The World Without Them

    ecobottle.jpgwatersmart.jpg
    Rob Walker writes about Fiji bottled water claiming to be a green company, without using the word greenwashing anywhere in the piece. Fiji is certainly not alone in trying to brand itself as the opposite of what many believe it really is. Personally, I’ve been appalled at the TV ads for Arrowhead’s Eco-Shape Bottle and Scott’s Water Smart grass seed.

    If you’re going to drink bottled water and if you’re going to have a lawn, definitely choose an option that consumes fewer resources, but as a consumer I find it manipulative to position those products as being eco-anything, when the core behavior they are asking us to perform is probably something we should stop doing entirely. As a strategy consultant, they have my sympathy, and my respect for not simply ignoring a big cultural story that challenges their key offering.

    Consider this week the news that GM may sell or close the Hummer brand. If they sell it, there will be someone else trying to sell a product that (at least in term of meaning, if not actual impact) tends to be horrifyingly un-green.

    Should Arrowhead, Fiji, Scotts, and Hummer simply go away? Obviously the leaders of those businesses have a fiscal responsibility to keep making money, but how much can they redefine or reframe their brands and their offerings?

    Clothes Make The Woman

    In one part of the world, Muslim hardliners in Kuwait’s parliament

    walked out of the body’s inaugural meeting on Sunday to protest two female Cabinet ministers who were not wearing headscarves.

    While here in the US, Dunkin’ Donuts yanks Rachael Ray ad

    in which the domestic diva wears a scarf that looks like a keffiyeh, a traditional headdress worn by Arab men.

    Context is everything, isn’t it? Women can piss people off if they don’t use the necessary clothing to display their membership in a group, or if they improperly use clothing that might inadvertently suggest membership in another group.

    Careful, ladies. The “what to wear” dilemma just got much heavier!

    The Hangover Around The World

    From Annals Of Drinking in The New Yorker, which explores the cultural and medical aspects of hangover causes and cures, comes this fun bit

    [T]he Egyptians say they are “still drunk,” the Japanese “two days drunk,” the Chinese “drunk overnight.” The Swedes get “smacked from behind.” But it is in languages that describe the effects rather than the cause that we begin to see real poetic power. Salvadorans wake up “made of rubber,” the French with a “wooden mouth” or a “hair ache.” The Germans and the Dutch say they have a “tomcat,” presumably wailing. The Poles, reportedly, experience a “howling of kittens.” My favorites are the Danes, who get “carpenters in the forehead.” In keeping with the saying about the Eskimos’ nine words for snow, the Ukrainians have several words for hangover. And, in keeping with the Jews-don’t-drink rule, Hebrew didn’t even have one word until recently. Then the experts at the Academy of the Hebrew Language, in Tel Aviv, decided that such a term was needed, so they made one up: hamarmoret, derived from the word for fermentation.

    How long to plan for growth/change?

    From Arizona Adds Digit to License Plates to Keep Up With Growth

    The increase in motor vehicles has exhausted the 10.6 million or so combinations of characters on the state’s six-digit plates, said Cydney DeModica, a spokeswoman for the state’s motor vehicle division.

    So Arizona is joining New York, California and other more populous states in adding a seventh digit. The extra digit allows for 106.48 million possible combinations – three letters followed by four numbers – which should accommodate a growing population through 2040.

    2040 doesn’t seem that far off when it comes to making sweeping changes to infrastructure. Do they know what they might do after that? Or do popular growth (or motor vehicle ownership) predictions not hold valid beyond 30 years? Seems like a perfect problem for long term thinking, the absence of which created technology challenges such as the Y2K bug.

    Of course a key difference here is that the Y2K bug failed to address a definite event (the year 2000 would eventually be reached, at a predictable time in the future), whereas the growth in Arizona cars may follow a trend but it’s far from definite as changes in weather patterns and oil prices could conceivably change the trend dramatically by 2040.

    This Is Your Brain On Hype

    I’m so fed up with market research gimmicks that claim to produce an objective provable truth about what’s in someone’s mind. It really runs counter to notions of empathy, listening, and understanding that I feel so passionately about.

    It was with some pleasure, therefore, to see the typically exuberant Wired run a story explaining that while lie detecting may be on the horizon,

    My journey through the land of functional neuroimaging has helped me to understand how spectacularly meaningless these images are likely to be.

    Most neuromarketers are using these scans as a way of sprinkling glitter over their products, so that customers will be persuaded that the pictures are giving them a deeper understanding of their mind. In fact, imaging technologies are still in their infancy. And while overenthusiastic practitioners may try to leapfrog over the science, real progress, which will take decades, will be made by patient and methodical researchers, not by entrepreneurs looking to make a buck.

    ChittahChattah Quickies

    Brand lifecycles

    Rob Walker had another great piece, Can a Dead Brand Live Again? in last weekend’s New York Times Magazine. He profiles River West Brands, a firm that resurrects and reinvigorates inactive brands, similar to The Himmel Group that I mentioned here recently.

    Walker also describes

    the Licensing International Expo, an annual event at which the owners of cultural properties – TV shows, movies, cartoon characters – meet with makers of things and try to negotiate deals granting them a paid license to use the properties to add meaning and market value to whatever things they make. It is a good place to contemplate the business potential of “the brand” in free-floating form, unmoored to any product or company that may have actually created it. A surprising number of the symbols represented at the expo held last summer in New York were simply brand logos. Spam, for instance, had its own booth. IMC Licensing was there on behalf of its clients Oreo, Altoids, Dole and Oscar Mayer. At one point I encountered a person dressed up as a can of Lysol, which is represented by the Licensing Company.

    In 2004 I ran a discussion panel at the Licensing International Expo. You can check out the FreshMeat column where I related my impressions of the event here, and see tons of photos are here.

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    The image in the banner above!
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    ChittahChattah Quickies

    • A small gift given to a customer by a merchant at the time of a purchase (a term more commonly heard in southern parts of the US, as well as Puerto Rico and other places).
    • A short-lived genre of Israeli Nazi-themed exploitation fiction from early 60s. Purported to be translated by concentration camps prisoners. Highly pornographic Popular among adolescent boys, often the children of concentration camp survivors.

    Tiny stories on a hot day

  • At the gas station this morning: a man on a motorcycle pulled up, stopped in front of one of the pumps, picked up the windshield-washing squeegee, washed the visor of his full-face helmet without removing it from his head, and took off again.

  • I walked past an elderly man in a straw hat, carrying a single golf club as he walked towards the local golf course. “Traveling light,” I asked? “Too hot to carry the whole bag,” he said.

  • And finally, . . .

    Dog in motorcycle sidecar, Highway 1, El Granada, California

    dog-in-sidecar.jpg

  • Get our latest article: The Journey Is The Reward

    riverpayment.jpg
    My third interactions column, The Journey Is The Reward, has just been published. I offer some thoughts about the experience of the outsider, especially when we travel to other countries, and how that outsider experience can be so generative in understanding other frames of reference and cultural models.

    Get a PDF of the article here. As the interactions website only has a teaser, we’d like to offer a copy of the article. Send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.

    Other articles

    ChittahChattah Quickies

    • Teaser for my next column about toilets, transactions, and going global.
    • Consider this my plea for the design community to stop using the term “T-shaped people”. It’s demeaning, over-simplistic, misleading, and dangerously-influential, which combined with the prior three traits makes for trouble-that starts with T

    Rage With The Machine

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    Biodiesel-fueled coupe made from old semi truck, Half Moon Bay, California



    lawnmower-race-sequence.jpgLawnmower Races, Half Moon Bay, California

    I went to a huge auto and machine show recently at a small airfield down the coast from San Francisco. I really love this kind of stuff, but my machine lust was battling thoughts of carbon footprints, sustainability and global economics that made it a little difficult to see the event as entirely wholesome.

    Living in and trying to navigate this consumption/sustainability paradox is the conundrum of the day for anyone who loves things.

    Nokia’s Jan Chipchase gave a talk at Adaptive Path a couple of weeks ago, and showed a model of the Remade mobile phone concept. The Remade is produced almost entirely by upcycling, a Cradle to Cradle concept whereby potential trash is transformed into something valuable and useful.

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    Appearance model, Remade mobile phone concept, Nokia. (picture from PhoneMag.com)

    The extruded aluminum body of the Remade model seemed really tough, and made me think about what it would be like if products were built so well that they rarely broke.

    Would that be the most sustainable approach to the object cycle-making things that lasted, and using them for as long as they lasted?

    It’s a complex picture: there’s technological evolution constantly rendering our stuff obsolete, there’s the need for producers to continue to produce and sell what they make, and then there’s that crow/magpie thing-our persistent desire to add new objects to whatever we already have sequestered in our nests.

    Thinking about a system this complex always leads to big questions. Here are some of mine for this round:


    • What is the relationship between remaking how objects are produced and shifting cultural attitudes toward consumption?

    • Can producers profitably focus on business models that take advantage of long use (for example by focusing more on post-purchase relationships and less on product replacement)?

    • Can it ever be as cool, sexy, and fun as buying new things to use our things for years and years, so that they acquire a patina, shape themselves to our bodies and our personalities, and bear scars that tell stories?

    Or will that leave something fundamental in our natures (our crow-selves??) unsatisfied?

    ChittahChattah Quickies

    • The first tote boards were manufactured for the horse racing industry by the American Totalizator Company.
    • The history of the automatic totalizator
    • Straus made a fortune in royalties out of his invention, the American totalizator, a complicated (1,500,000 moving parts) electrical device which automatically calculates the odds in pari-mutuel betting.
    • We need a family tree visualization to make any sense of this, but it seems that the Totalizator has a space in the history of computing.

    The Donut World Tour, in progress

    Without donuts being part of the plan when I travel, they seem to show up with some regularity. While Krispy Kreme and Dunkin’ Donuts seek to provide a consistent experience across geographies, there are also very unique experiences available in the very same category. The notion of donut is rather broad and is reinterpreted in some engaging ways. There’s something about the pure pleasure of a donut that also invites a fun approach to all aspects of the experience: the flavors, the environment, the presentation, the messaging.

    Here’s a few I’ve documented. Please leave recommendations for other donuts-shops-to-experience in the comments.

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    Randy’s Donuts, LA (Amazing site, donuts are pretty good)

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    Voodoo Doughnuts, Portland, OR: Rex Diablo and Ol’ Dirty Bastard (fun to choose, less to eat)

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    Murciano in The Marais, Paris (the best thing I’ve ever eaten)

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    Fractured Prune, Washington D.C. (didn’t get to try it)

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    Roti Donat, Bali, Indonesia (definitely not good)

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    Mister Donut sign and exterior, Taipei, Taiwan

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    Mister Donut Simpsons promotion, Kyoto, Japan (I don’t remember what I got but it was good!)

    Mundane is the new fun


    IxDA SF
    Originally uploaded by blackbeltjones.



    Last night we attended an IxDA-SF presentation of Matt Jones on “Playfulness in Design”. No full summary to share (although maybe Matt will post the slides eventually) but one great line was the statement that “Mundane is the new fun” which refers to the little interventions of joy that are being added to everyday life, providing a new veneer of experience on top of behaviors that were once only necessary for survival.

    This was one of the themes of Virginia Postrel’s Substance of Style (with its legendary discussions of the broad range of choice now available for toilet brushes). It’s also something that I’ve seen a lot of in Japan. Here’s one quick example:
    vacuum.jpg

    This vacuum cleaner is fun: it is presented like a futuristic robot, available in at least 3 novel colors, and is styled in a notable way. This isn’t about making the chore of vacuuming fun, but about acknowledging fun as an ingredient can always be fun, from the purchase moment to the instant the vacuum is grabbed and turned on. Check out this elephant-robot for urinal cleaning as another example of fun. As a one-off, this is taking drudgery and distracting you with cuteness, but put together across so many product categories, brands, signage, TV advertisements and beyond, the notion of the constant layer of fun is so visible in Japan.

    Matt is right at calling out the trend, and you can look to the Japanese as lead users of this trend.

    Chipotle: Different and Better?

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    Ode To A Burrito is a Fast Company profile of Chipotle Mexican Grill and iconoclastic founder and CEO Steve Ells.

    Chipotle has achieved these impressive stats by spurning fast-food orthodoxy….Chipotle also avoids the frills that pad other chains’ bottom lines. “Desserts and other sides are all profit for these chains,” says industry analyst Clark Wolf. “The whole infrastructure’s already there, so they can make a 90% margin on extras.” But founder and CEO Steve Ells staunchly refuses to expand his menu beyond four options (burrito, burrito bowl, taco, salad). “We want to do just a few things better than everyone else,” Ells says. “We just do things we think are right.”

    Could you open a movie theater without popcorn, focusing instead on the core few things that enable the desired experience (this is a bad metaphor since of course popcorn is readily seen as intrinsic to a movie experience, in-home or in the theater)? Is Ells throwing away money for an idea that is meaningless or does he have a holistic Jobs-like vision that drives decisions like this (his name is Steve…)?

    Elsewhere the article refers to fans of the chain and describes the growth and financial success the company is showing. But what do you think? Is this company run by a brilliant visionary?

    From Here to There: Design Research Symposium

    Recently I was invited to ASU in Tempe, AZ, to participate in a Design Research Symposium called From Here To There, a reference (I think) to moving from questions to answers (or, perhaps, more questions).

    I was pleased to be part of such a great lineup of speakers:

    • Dennis Doordan, Editor, Design Issues
    • Laura DeWitt, Research Director, laga Innovation Group
    • Dan Formosa, Smart Design Worldwide
    • Matthew Jordan, Director of Research and Interaction Design, Insight Product Development
    • David Alan Kopec – “DAK”, Associate Professor of Design, Newschool of Architecture and Design
    • Steve Portigal, Principal, Portigal Consulting
    • Meg Portillo, Chair of the Department of Interior Design, University of Florida
    • Altay Sendil, Design Researcher, IDEO
    • Jason Severs, Principal Designer, frog design
    • Susan Winchip, Professor of Interior and Environmental Design, Illinois State University
    • Matt Zabel, Human Factors and Design Research Manager, Brooks Stevens

    We heard from people in academia and people in consulting practices, and we learned about culture, education, methodology, a day-in-the-life of a professional design researcher, quantitative approaches, and a lot more.

    I gave a plenary address that built on Practicing Noticing Stuff and Telling Stories. The bulk of the talk was different examples of cultural norms and/or design requirements revealed through observations and photographs. Some of those pictures have appeared on this All This ChittahChattah. In a great bit of small-worldness, one of the students in attendance was the very person who had explained (in a previous blog post here) just what was going on in one of my Hong Kong pictures.

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    Steve talks about poo

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    About

    I also ran an in-depth workshop on interviewing techniques. In our training work, we’re often using this same material in professional settings where our clients have a little or a lot of experience in using interviewing and observation as a method for gathering insights so it made for a point of contrast to have the discussion with people who are in student mode and who have had very few applied experiences with design research. I’m appreciative of these opportunities to teach a range of people with different skills levels and backgrounds as I think it keeps the material sharp and our approach always fresh.

    A smattering of other conference images:
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    Questions, answers, and dialog

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    The Incredible Jason Severs

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    DAK

    It was a great event, a good group, well organized, and good interactions. There’s a rumor that the talks may be podcast eventually. I’ll update this post if that happens.

    Products with (fake) benefits

    Years ago on the Simpsons, the family home is destroyed by fire. An insurance agent appears on the scene and the following exchange ensues…

    Agent: Any valuables in the house?
    Homer: Well, the Picasso, my collection of classic cars…
    Agent: Sorry, this policy only covers actual losses, not made-up stuff.
    Homer: [miffed] Well that’s just great!

    I had a similar reaction when I saw the recent newspaper advertisements for
    SOYJOY Nutrition Bars

    wholesoy.jpg

    The details:
    meetwholesoy.jpg

    The Soyjoy site is thick with links to scientific articles that explain the role of soy in disease prevention and the like, but the site (as does the ad) leads with these much softer and (I believe) unreal benefits. But how appealing it is to imagine that eating some product would increase your optimism? Indeed, in preparing this post I had to think for a minute (and look on their site to check myself) about whether or not it is or could be true.

    We don’t expect that Red Bull will really give us wings, other than metaphorically. Here Soyjoy is making literal promises, though, as they describe how we, the eater, will feel. Even if we decide intellectually that it’s just advertising, what is the power of association they’ve created, without having to deliver? Where does our culture (and our legal system) draw the line about what claims must be provably true and what claims are so speculative that there is no expectation of belief?

    ChittahChattah Quickies

    • The NYT reports that the use of the term “My” to preface various websites/URLs/online features is significantly on the rise. But I thought this happened 10 years ago, when My Yahoo et. al appeared.

    Postcards from the road: PHX to PDX

    It’s been a busy-yet-fun few days on the road, from giving a plenary presentation and workshop at ASU’s Design Research Symposium (more to come, whenever I get my pictures – Hi, Greg!), to meetings, dinner with colleagues, and helping a client synthesize fieldwork data from China and Russia into product concepts. Here are some images I captured along the way:

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    Font problems @ Sky Harbor Airport, April, 2008

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    No carry-on tires, Sky Harbor Airport, April, 2008

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    Well, Tempe, AZ, April, 2008

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    Pay Here, Tempe, AZ, April, 2008

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    Fear God, Tempe, AZ, April, 2008

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    Disengaged Citrus, Tempe, AZ, April, 2008

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    Life imitates The Simpsons, Tempe, AZ, April, 2008

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    Busy license plate, Tempe, AZ, April, 2008

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    Crepes To Go, Portland, OR, April, 2008

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    Font Era #1, Portland, OR, April, 2008

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    Font Era #2, Portland, OR, April, 2008

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    Dog Paintings, Portland, OR, April, 2008

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    Sign upon sign, Portland, OR, April, 2008

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    Lift party, Portland, OR, April, 2008

    The Google cliche

    It used to be that you could take notice at the outset of a poor essay or speech when it began with the dictionary definition for the central topic. The Simpsons referenced this at least once

    Homer: “What is a wedding? Websters defines it as a process of removing weeds from ones garden.”

    But now lazy bloggers and NPR journalists are pretending to channel the zeitgeist by using the number of Google hits for their term as a proxy for cultural relevance. When the numbers are over 1,000,000, how meaningful is this? It’s simply a cheap cliche.

    Full disclosure: I’ve probably done both of these and will probably do them both again. In the interest of always trying to tell better stories, I will attempt not to, however.

    The Tat That Brings Kids Back!

    Safety Tat is a product based on the parental practice of writing a phone number inside a diaper or on a backpack.

    It can happen anywhere-at an amusement park, zoo, school field trip, or even your local shopping mall. Your attention shifts for a moment, and suddenly your child or loved one has wandered out of sight.

    So put the odds in your favor for a safe return, with SafetyTat. Designed by a graphics professional and Mom of three kids, SafetyTat is a fun and colorful kids temporary safety tattoo that’s uniquely personalized with your cell phone number.

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    a_nuts01.png

    See also Forehead Advertising.

    Thanks, CPT!

    Loss of context

    digital.gif
    From What I’ve Learned: Vint Cerf (“creator of the Internet”) in the latest Esquire magazine (italics mine)

    There was a first “Oh, no!” moment. That was the first time I saw spam pop up. It could have been as early as ’79. A digital-equipment corporation sent a note around announcing a job opening, and we all blew up, saying, This is not for advertising! This is for serious work!

    (Update: link to article here)

    It’s not A digital-equipment corporation (and really, who speaks like that?) It’s Digital Equipment Corporation, aka DEC, aka Digital.

    One letter changes the details of the story somewhat (I suppose it’s not crucial to know who sent this first spam), enough to make it clear that the copy editor had no context about the era in technology and business that Cerf was talking about.

    I’m reminded of the challenges with interviews transcribed using an overseas service:

    Male: It keeps searching and then it is–

    Female: So what did it come up with?

    Male: Well, I did come up with tickets.

    Female: Get out, you are kidding me. I should go, where is this at? In Denver?

    Male: Denver, yeah. In the Betsey Center.

    Female: Okay, well try and find me some tickets in Tampa.

    I’m pretty sure the Betsey Center is actually The Pepsi Center.

    ChittahChattah Quickies

    Do This Don’t Do That Can’t You Read The Sign?

    Earlier this week I spent the day with the design team of a global technology company. I can’t say much more but I can share a couple of photographs from different bathrooms.

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    The standard soap dispenser has been repurposed for hand lotion. The soap comes from the other kind of standard dispenser, a foot away, next to the sink.
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    Washing your hands is a fairly unconscious behavior, you assess the space visually and quickly move through the various tasks…so who stops to read the sign that says Hand Lotion? That sign serves more of a “here’s how you messed up, buddy” explanation than as a preventative measure. I had a hard time stopping myself from getting hand lotion when I wanted soap.

    We did have a group discussion about observing signs in the environment to identify workarounds and opportunities for improvement and so I was pleased to have an example from their environment to share back. This ended up in the always enjoyable men’s bathroom vs. women’s bathroom comparison…in this office the women’s bathroom includes a dispenser for hand sanitizer (in addition to soap and lotion). Unfortunately I didn’t get in there to take a picture. But, oh, the mode errors!

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    I was struck by the presumed need for this sign in a different bathroom, explaining what locked and unlocked look like. I had this quick “well that’s dumb” reaction, took the picture, used the facility, and then upon exiting realized that I had failed to lock the door! I’m not sure exactly how I managed to not lock it, since that is another automatic behavior.

    In both cases, the signs themselves caught my attention, but I still exhibited the behavior they were trying to prevent (taking lotion instead of soap, leaving the door unlocked).

    See also Signs To Override Human Nature, previously.

    ChittahChattah Quickies

    Parody as Time Capsule

    Here are two cartoon shorts that reveal powerful and dated perspectives on consumer culture and the automotive industry. Dated isn’t bad; in these cases it tells us a lot about what the concerns of the time were.

    From 1974, a pilot for a MAD television special. It’s the credits and the first segment, a cynical interview with an automotive executive. The theme of poor quality screams out loud and clear.

    From 1951, Tex Avery’s Car of Tomorrow. Silly concepts that speak to social attitudes and concerns from that period. Which ones have changed? Unlike the MAD piece which frames its critique by being very current, this cartoon looks to the future and reveals these values somewhat more indirectly.

    Japan: URLs Are Not Totally Out

    In Japan: URL’s Are Totally Out we see an emerging form of advertising a web presence in Japan: showing a search bar rather than the actual URL. I looked through my recent photos and pulled some examples that show this, but also several examples that use the more traditional (if that’s the right word?!) presentation of URLs.

    Search bar:
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    Traditional URL:
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    And finally, an ad for a search company (Excite? Who knew they were still around) that uses a URL, and also the increasingly popular QR code (see Rob Walker’s recent Consumed column).
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    (As a side note, I couldn’t find any pictures in my collection but I also remember seeing many examples of a graphical presentation of a URL that (similar to the search version above) used the visual elements of a browser’s address bar with the URL itself being typed in, complete with cursor hovering over the “go” button)

    You Say You Want a Revolution . . .

    Alan Cooper spoke earlier this week at a meeting of the San Francisco Interaction Design Association chapter. Cooper talked about programming as a craft, and Interaction Designers as potential facilitators of that craft within the business world.

    Cooper is advocating what he calls an “insurgency of quality,” which he describes as being about how software design and production processes can and should be evolving-specifically, increasing the time spent refining products before they’re released as “finished.”

    It’s an old carpenters’ adage to “measure twice, cut once.” The current software production model Cooper is speaking out against might be described as: measure once, cut once, ship once, repeat all steps for version 2.

    Based on the insurgency Cooper is advocating, in which Interaction Designers and Programmers would take more time to get it right before a product goes to market, the development model would become: measure twice, cut twice (e.g. validate and iterate), ship once. The idea being that what gets shipped would be of higher quality then what generally gets produced in the current way, which prioritizes time-to-market.

    We work with a lot of clients who are operating within very tight timelines. I’d be curious to know what kinds of successes and failures Cooper and his firm’s consultants have been having with their clients in trying to implement this new development model on actual projects. Are the Cooper folks finding that client organizations are ready, willing and able to add more development time to the front end? If not, what kinds of strategies are working and not working in trying to encourage that kind of change?

    A lot of theoretical revolutions break down or dissolve when they meet real world complexities and constraints. It would be great to have some stories detailing how the ideas Cooper is advocating are getting played out in real project engagements.

    Yeah, I think she worked here or somethin’

    In a nice attempt at transparency, NBC’s official site for ER includes a section about former cast members, entitled (of course) Where Are They Now (sans question mark)
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    So where’s Julianna Margulies now?
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    (emphasis mine)

    Julianna Margulies spent a total of six years playing Nurse Carol Hathaway on the medical drama ER. After leaving the show, Margulies went on to star in a number of plays and movies. Her career took her to the stage of the Lincoln Center to the starring role in such movies as “Ghost Ship” and “Snakes on a Plane”.

    Note the horrendous grammar, the highlighting of some poor films and of course, no mention of her new starring role in Canterbury’s Law (on FOX). Maybe NBC isn’t quite as genuine/generous with its transparency as we’re supposed to believe. Don’t publicists check up on stuff like this? Or are they totally powerless once the contract with NBC is over?

    We need a new term like greenwashing that describes the false transparency such as what we see here from NBC (and whether it’s ineptitude or malice, the lack of care and finish tell us something about what NBC cares about).

    ChittahChattah Quickies

    • Can’t tell exactly what this is, but it seems IDEO is offering cultural immersion tours, location-specific books, and a user-generated content web-project about noticing things in your environment.
    • Tired of all the unpleasant and troubling news about Tibet? Then check out Tibette.com, and catch up with the all the news and opinions about Tina and Bette, the on-and-off couple on Showtime’s The L Word.

    ChittahChattah Quickies

    • Survivor technologies: an enduring advantage in old tech not entirely supplanted by the new. Else, business decisions matter most: investing to retool, new business model, support network of loyal customers, industry partners and skilled workers.
    • Most of us have been in brainstorms where we propose “It’s like [Existing Product] for [Current Situation]!” Story about developers that made it happen, bringing TiVo-functionality to software debugging.

    The Box That Is Not A Box (But Is Still A Box)

    Chip and Dan Heath write in Fast Company about the power of constraints

    Keith Sawyer, author of the insightful book Group Genius, spent years studying the work of jazz groups and improvisational theater ensembles. He found that structure doesn’t hamper creativity; it enables it. When improv comedians take the stage, they need a concrete stimulus: “What if Romeo had been gay?” The stimulus can’t be: “Go on, make me laugh, funnyman.”

    “Improv actors are taught to be specific,” Sawyer says. “Rather than say, ‘Look out, it’s a gun!’ you should say, ‘Look out, it’s the new ZX-23 laser kill device!’ Instead of asking, ‘What’s your problem?’ say, ‘Don’t tell me you’re still pissed off about that time I dropped your necklace in the toilet.'” The paradox is that while specificity narrows the number of paths that the improv could take, it makes it easier for the other actors to come up with the next riff.

    This is something I’ve emphasized in my talks on improv and ethnography (which always end up being a workshop on improv/ ethnography/ design/ creativity)…the energy that comes from working on problems that are extremely constrained along some axes (i.e., each successive utterance must begin with a successive letter of the alphabet, from A through Z) and utterly open along other axes (i.e., what the actors say can or be anything they want).

    Benchmark, Mockup, and Prototype

    Fast Company describes how Alaska Airlines has been redesigning their check-in environment. Some nice bits of process to note

    White assembled a team of employees from across the company to design a better system. It visited theme parks, hospitals, and retailers to see what it could learn. It found less confusion and shorter waits at places where employees were available to direct customers. “Disneyland is great at this,” says Jeff Anderson, a member of White’s skunk works. “They have their people in all the right places.”

    The team began brainstorming lobby ideas. At a Seattle warehouse, it built mock-ups, using cardboard boxes for podiums, kiosks, and belts. It tested a curved design, one resembling a fishbone, and one with counters placed at 90-degree angles to each other. It built a small prototype in Anchorage to test systems with real passengers and Alaska employees.

    It appears that Alaska had some obvious (and shared) design goals: increase throughput and reduce confusion. There’s a whole class of environmental redesign projects where the goals aren’t as clear. In those cases, there’s some generative research needed to understand what aspects of the overall experience could and should be different.

    User-Centered Government


    Student Protest, Bonny Doon, CA 1987

    Today is the 5th anniversary of the current US military involvement in Iraq. I heard Army Major General Mark Hertling speaking on NPR this week about helping members of Iraq’s central government figure out what people in the different provinces really want and need.

    “We call it reverse helicopter governance – bringing the ministers to the provinces.”

    This starts to sound a lot like the kinds of contextual research we use to inform product design. Going out and talking with users in their own environments. Seeing what people’s needs really are, rather than making assumptions.

    There’s been a thorny debate in the Anthropology community about doing anthropological work in military contexts, but this is a different type of situation. Hertling is talking about facilitating Iraqi ministers to do contextual research on the people they are charged with serving as government officials.

    What would it look like to take a further step, and take a design approach to creating a “user-centered government?”

    One important aspect of design is a spirit of playfulness-in the sense of “serious play.” A spirit of willingness to reassess the meaning of a problem and the range of possible solutions. To prototype rapidly and try multiple approaches.

    Michael Schrage, the author of Serious Play states that

    “…the real value of a model or simulation may stem less from its ability to test a hypothesis than from its power to generate useful surprise.”

    Ideation and design processes have been used to solve some pretty complex problems. Steve wrote last year about introducing empathy and user-centered design into government. Participatory processes and contextual inquiry have become much more prevalent in development work.

    What could be done to bring more of the spirit of serious play to bear on the ways that problems like civil and international conflicts are framed and addressed?

    Pop Culture Osmosis, Tokyo (part 2)

    (also see part 1)

    What sort of stuff is “popular” in another country? How do we, as visitors, experience, catalog or contextualize pop culture?

    Tokyo’s Shibuya district is the throbbing heart of Japanese youth culture, overflowing with pedestrians (and vehicles), with dense ground-to-sky advertisements for music and electronics and clothing.

    Upon arrival, we see a truck driving by advertising an upcoming album release by Ayumi Hamasaki.
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    In fact, we see this truck – or others like it – constantly. We’ve never heard of Ayumi, but clearly someone wants this album release to be a big deal.

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    One evening, we notice large crowds outside Yoyogi National Stadium. Turns out it’s an Ayumi Hamasaki concert.
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    (Notice the suitcase, featuring her logo.)

    Parked alongside the stadium are a number of Ayumi Hamasaki tribute vehicles
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    Passing by the next night, New Year’s Eve, there is an even more extensive display of tribute vans.
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    Assuming (and I do) that these vans were made by fans, and not record company plants, then at this point it becomes impossible to deny the obvious: she is huge. The larger-than-life marketing messages are appropriate given the enormous popularity. The foreigner’s reaction of “Well, we’ve never heard of her” is only a temporary refuge in the face of the demonstrable devotion.

    Consider this: in a major city in the world there’s an performer where fans decorate their vehicles with her face on the outside and displays on the inside and tailgate together with their custom vans before concerts. And you’ve never heard or heard of her. (Disclaimer: doesn’t apply to you if you’ve heard of her).

    And: spend a few days in this major city and you will learn about this performer over and over and over again and wonder how you could have possibly not heard of her before.

    ChittahChattah Quickies

    • A false online identity used for purposes of deception, often to praise, defend or create the illusion of support for one’s self, allies or company.
    • A yahoo.com comment on a recent blog entry that tells us how smart Sloan is. But the originating site for the post revealed to be “sloanvalves.com.” Sigh. Today, at least, we DO know that you’re a dog. Very lame.
    • A rubber stamp that lets you answer the question “how you are feeling right now?” Squish the malleable stamp to change the facial expression to match your mood. Brilliant.
    • Buyers who have more ambiguous information about a product expect to be happier with their purchase than those who have more details.
    • Some funny, near-parodic Star Wars product concepts, never produced.

    ChittahChattah Quickies

    • Astronauts attached the first piece of Japan’s Kibo laboratory to the International Space Station on Friday, finally giving the Asian country a permanent place on the orbital outpost….and USENET geeks a fit of hysterical giggles.
    • One of the first Internet superstars, famous for being weird, goofy, and persistent starting in the days before the web
    • Encounter with a blind pedestrian when Manhattan traffic goes off the charts

    Design an “Experience” for Users – Profiled in a Japanese technology magazine

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    Portigal Consulting is covered in a recent cover article (Design an “Experience” for Users) in NIKKEI ELECTRONICS, January 28, 2008 vol. 970.

    A large number of companies are seeking detailed information from end users that will hold clues for products offering a brand new experience. But for an idea to become reality, companies will have to discard any basic assumptions they already hold.

    The magazine is print-only, and is in Japanese (link above is only to the article summary). If you’ve got a copy of the article and want to share, please let me know. We’d love to see the piece and someday even find a translation.

    Update: scans are posted here. Thanks, David!

    We really don’t want you as a customer

    In 2006 Half.com (remember them? I barely do) decided to delete my inventory for sale as a response to level of activity not meeting their standards.

    Today I got this email
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    I haven’t been selling my stuff there for two years, since, well, they got rid of my inventory listings. And now I won’t be buying stuff since they aren’t going to maintain my wishlist? I am amused at the patronizing and punitive tone they’ve taken in writing this email. One wonders what the cost is for them to maintain this data, and what they gain by purging their database of crappy customers like myself.

    Of course, there are so many more positive ways they could come up with to encourage my action. What sort of non-monetary incentives could they provide for getting me to add something to my wishlist in the next 24 hours? They’ve got this amazing opportunity to interact with me and make it positive, instead they ridiculously negative about it. Wouldn’t you expect better from eBay?

    Body Self-Image

    Photos from my various travels depicting global cultural variations of the fundamental person icon.

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    Bali, Indonesia. They’re some pretty small people, so why does that first person seem so hulking and Cro-Magnon-y?

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    Taipei, Taiwan. Note the hip chapeau the stroller is sporting, and the protective headgear (?) worn by the worker.

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    London, UK. This fellow toils as above, but without the benefit of a helmet. Less chance of sunburn, maybe?

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    Tokyo, Japan. The Japanese cute aesthetic shows up in the large head and even larger cigarette.

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    Bangkok, Thailand. Who takes care of children?

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    Providence, RI, USA. Not just walking, but actively moving forward, dancing, and exuding joie de vivre.

    And Karrie Jacobs has a nice example here.

    Stefan Sagmeister, Performance Ideator

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    Graphic designer Stefan Sagmeister gave a wonderful talk Wednesday night at Stanford, as part of the David H. Liu Memorial Lectures in Design series. He focused on Things I Have Learned In My Life So Far, a group of projects based on a list of personal maxims he took from his diary.

    For me, the highlight of the talk came when someone in the audience asked about Sagmeister’s ideation methods. After mentioning “hotel rooms in foreign cities,” Stefan described an Edward DeBono lateral thinking approach which involves looking at a project from “a completely nonsensical point of view.” Then he picked up his water bottle and did an off-the-cuff ideation that created a perfect little gem of a moment.

    I’ve paraphrased a bit, but this captures how he talked through his process:

    “Say you were going to design a new water bottle. You could base it on a . . . zipper” (the choice was triggered by a zipper on the jacket of an audience member in the front row).

    “Let’s see, it could interlock” (demonstrates by spreading and interlocking his fingers), “You could have 2 that go together . . . maybe a 4-liter bottle that comes into 4 parts. That wouldn’t be too bad.” (pause)

    “Not bad. DeBono would be proud.”

    From start to finish, this ideation took about 10 seconds, and it was just a great illustration of a creative thinking process.

    This demonstration, coupled with a caution Stefan made about the dangers of starting ideation from existing solutions and opinions, got me thinking about the art of research.

    Design research is often positioned as a kind of counterbalance to the type of creative act I’ve just described. But, when it’s well-practiced, research includes a juxtaposing and synthesizing of ideas that is similar in creative process to the bottle+zipper riff. Just as with other aspects of the design process, research culminates in possibilities for new ways that things can go together. For design researchers, the materials for this synthesis include a deep and focused exploration of people: behaviors, bodies, meaning, culture, complaints, wishes, lies and truths.

    At the beginning of the night, Stefan talked about his fear of doing graphic design primarily for other graphic designers, comparing it to playing “music for other musicians.” He said at a later point, “If you can reach a mass audience with good quality, that’s the highest honor” (and listed the Arch of St. Louis, The Simpsons, and the Champs Elysees as examples).

    The beauty of integrating a focused understanding of people into the whole design process-using it as one of the basic materials with which to design-is that what comes out the other end of the pipe will be imbued not only with the vision of its creators but with the soul of that wider audience as well.

    Thinking About Tomorrow Makes My Brain Hurt

    Back in January, the Wall Street Journal ran a technology-oriented look at what our lives will be like in 10 years, around shopping, gaming, movies and TV, making and keeping friends, searching online, getting news info, and protecting privacy.

    It’s filled with many speeds-and-feeds-driven predictions like

    Moviegoers also can expect digital projection of their movies in super-high resolution, exceeding anything they could get at home, either online or through high-definition DVDs.

    Somewhat better are the feature-driven predictions like

    When you buy an airline ticket, you’ll have the option to send a text message to people in your network to let them know you’re taking a trip — in case any old friends will be in the area and want to meet up. Or you might let friends know you just bought a movie ticket, in case someone has a review to share or wants to join you.

    And as GPS hardware becomes more widespread, that information will follow wherever you go — literally. You’ll be able to keep track of the physical whereabouts of your friends, so if you’re stuck on a layover in Dallas, your phone might tell you that you have a friend stuck in the same airport.

    Mostly the piece just makes my skull throb (and not in a good way) with a barrage of mostly disconnected incremental changes in the amount of noise, communication, advertising, technology we’ll have to manage. That’s largely a function of the experience of reading through this laundry list of changes, not so much the specific predictions themselves. But I didn’t react the way I used to as a kid, waiting for the enticing possibilities of the future, which of course turned out to be way cooler than anything most people thought. This may simply be an artifact of aging (I’m likely more cynical than I was at 14), or may be an artifact of where we are at in terms of epochs of technological revolutions.

    What do you think?

    ChittahChattah Quickies

    • Many definitions but “When the cook tastes the soup, that’s formative; when the guests taste the soup, that’s summative.” is the best. Thanks to Jon for bringing this contrast to my attention.
    • Rob Walker hits on some of the themes from my column “Everybody’s Talkin’ At Me”: Of course we’re tired of listening to Mr. Advertiser. But when we get the chance to speak, it’s not going to be about brands. It’s going to be about us.
    • Aligns with “Everybody’s Talkin’ At Me” nicely: “We need to embrace more meaningful roles for advertising, other than the superficial informing, persuading, and reminding”

    Get our latest article: Everbody’s Talkin’ At Me

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    My second interactions column, Everbody’s Talkin’ At Me, has just been published. I offer some thoughts on the crucial but undervalued activity of listening within the context of storytelling.

    Get a PDF of the article here. As the interactions website only has a teaser, we’d like to offer a copy of the article. Send an email to steve AT portigal DOT com and (if you haven’t given us this info before) tell us your name, organization, and title. We’ll send you a PDF.
    Other articles

    ChittahChattah Quickies

    Swallowing innovation

    Coca-Cola is running a three-page ad in the Sunday paper.

    As part of our ongoing commitment to finding new ways to suit your changing tastes and needs, we’re always working to develop innovative options. We’d like to say thanks for the inspiration. And please stay tuned, because it’s just a taste of things to come. To learn more about our latest innovations….

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    I noticed the use of innovation twice in their copy and as much as I like to throw the word around, I’m often troubled when I see how it’s being used by others. I think most of us find new brands or new products or new packages interesting (granted, some of us more than others!), but the small can (for example) isn’t new.

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    Mini cans of Pepsi, Burlington, ON, 2004

    The ad also reminded me of an image from 2005, showing just the diet beverages sold by Pepsi.
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    That’s a lot of choice! But good luck trying get a handle on how many different things Coke sells. It’s impressive and overwhelming. Their huge list of brands (worldwide) is here and a virtual, global vending machine is here.

    Meanwhile, Oroweat is doing their small-packaging bit with new smaller bags of bread.
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    I wondered what has changed that necessitates this new package? Are breadboxes getting smaller? According to their site, the smaller bread package came out at the beginning of 2007 (emphases mine)

    New Smaller Loaves Fit with Industry Trend of Reduced Size Options

    The unique line of mini-sized variety breads are perfect for smaller households or families that like to buy several different varieties of bread. Although the loaves are smaller in size, they deliver the flavor and quality known from Oroweat.

    “We all like the freshest bread and many consumers have told us they cannot finish a full size loaf of bread before its expiration date. Oroweat Mini Loaves are the perfect solution for smaller households that typically toss away a portion of a loaf of bread,” said Dan Larson, Oroweat Marketing Director. “Mini Loaves also make it easier to enjoy a variety of breads for different occasions; including 100% Whole Wheat with whole grain nutrition, and Country Buttermilk, a favorite for the perfect grilled cheese sandwich! Now you can have both. This is one more example of Oroweat’s innovative thinking to offer new options that are important to our consumers.”

    With the average number of people per household just over two in the United Sates, smaller size offerings are gaining attention in the food industry. Keeping an eye on trends and listening to consumers, Oroweat is one of the first bread companies to introduce smaller loaves. Last year, Oroweat successfully introduced premium buns in four-count packages.

    Oroweat confirms it, then. Small packaging is innovative thinking.

    If only fixing the easy problems was that easy

    The problems in getting San Francisco high school students to use the separate line for free lunches in San Francisco is not surprising

    Lunchtime “is the best time to impress your peers,” said Lewis Geist, a senior at Balboa and its student body president. Being seen with a free or reduced-price meal, he said, “lowers your status.”

    School officials are looking at ways to encourage more poor students to accept government-financed meals, including the possibility of introducing cashless cafeterias where all students are offered the same food choices and use debit cards or punch in codes on a keypad so that all students check out at the cashier in the same manner.

    Only 37 percent of eligible high school students citywide take advantage of the subsidized meal program.

    Many districts have a dual system like the one at Balboa: one line for government-subsidized meals (also available to paying students) and other lines for mostly snacks and fast food for students with cash. Most of the separate lines came into being in response to a federal requirement that food of minimal nutritional value not be sold in the same place as subsidized meals – which must meet certain nutritional standards.

    It’s frustrating to encounter situations when the owners of the system understand explicitly why their target customers aren’t adopting their product or service, but are unable to make the changes necessary to reach those customers. In this case, the schools are morally (and legally, perhaps) obliged to provide this service in an accessible fashion, but politics and bureaucracy get in the way. It’s not as if the schools are noting “hmm, no one seems to be eating our free lunches. We have no idea why that is. And even if we knew, we’d have no idea how to fix it!”

    I first learned about wicked problems from Adam Richardson who described simple problems as those where both the problem and the solution are known, and complex problems as those where the problem is known but the solution is not. In wicked problems, neither the problem nor solution is known. Looking at the school cafeteria itself, we see a simple problem. Looking at the educational institution, there’s a likely wicked problem lurking just out of sight…why haven’t they solved the simple problem?

    I’ve seen so many design student projects that solve simple problems without acknowledging the wicked problem that has prevented the adoption of similar solutions for so long. Naive designers so often believe that their solutions for simple problems are so fantastic that they will automatically be adopted but the sad truth is that the real problem isn’t about the lack of solutions.

    Major McCheese

    There’s been a lot of interesting discussion recently around personas. Part of what’s really being talked about is how to tell an effective story. As in, one party has information they want to impart to another in a way that is impactful, memorable, makes a good working tool, and can be internalized and passed along to others.

    Stefan Nadelman’s animated short, Food Fight, which I discovered over at Drawn, is a virtuosic example of telling a story through alternate means. Nadelman’s film presents a history of major armed conflicts since WWII, using food to represent the conflicting nations. It’s hilarious, touching and thought-provoking, and it made me want a Big Mac.

    Food Fight relies on a set of shared reference points to tell its story, and I think it’s useful to keep in mind that the more we use proxies to convey information, the more we are relying on all of the communicating parties having the same set of reference points. That’s why it’s so important in a design process that any type of information vessel be treated not as a static artifact, but as a material that we can work with to clarify interpretations and surface assumptions.

    Fading Kitsch

    A few months ago we saw a very cool Hollywood used car lot, Kay Kars, featuring rather poorly executed (and dated) film icons as enthusiastic decoration.

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    A mural along one wall featured Brando, Marilyn, Clint, and Arnold.

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    A banner along the street showed some of the same classic stars, as well as Bugs and the Three Stooges.

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    Meanwhile, an otherwise non-famous bunny encouraged potential shoppers to “Come On In”

    A few months along, Kay Kars has either moved or closed down (the website describes their luxury car inventory; not likely the same business) and the empty lot is nothing but sad.
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    Update: Here’s the scene in February 2009:
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    Ins and Outage

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    Starfucks sticker, Taipei, December 2007

    Service outages seem to be common news stories lately. Sure, it’s news when many people in Florida lose power, but also when Pakistan causes a 2-hour YouTube blackout, BlackBerry service goes down, or Hotmail is unavailable.

    There’s a sense that we are relying on far too many fragile systems and that as complexity increases, these stories will become even more commonplace (and perhaps even less newsworthy). But being forced to do without something seems to be a tactic companies enjoy using to extract a sense of the value of their service. The Whopper Freakout ad campaign is the most prominent example, but other companies such as Yahoo and Dunkin’ Donuts have conducted (consensual) user research experiments where people go without something and report back on the sense of loss.

    But Starbucks pulled off the genius move, closing for a few hours to retrain staff, and making front-page news not for their failure (see: Florida, Blackberry, YouTube, Hotmail above) but for their retraining efforts towards a clarified service promise

    Starbucks is welcoming customers back Wednesday with a new promise posted in stores: “Your drink should be perfect, every time. If not, let us know and we’ll make it right.”

    This won’t address all of the challenges Starbucks is facing, but it’s a pretty brilliant P.R. success, hitting the denial-of-services hot button and emphasizing the valid, powerful reason behind the outage.

    Design and Research had a baby and they called it . . .

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    Sketches for “Personal Greenhouse” ¬©2007 Dan Soltzberg

    Debbie Millman and Mike Bainbridge have posted their article, Design Meets Research, over at Gain: AIGA Journal of Design & Business. The piece provides a quick overview of various tools in the research toolbox, calls out their particular strengths and drawbacks, and makes the point that picking the right tool for the job and using it well are paramount.

    Here are a couple of quotes from the article and some of my thoughts in response:

    There are a wide variety of research techniques that can have merit for designers. . . There is not, repeat not, one correct way to test design.

    I see research very much as a generative tool as well as an evaluative one, and have started to question whether the concept of a border between research and design is really accurate or productive. At the front end of the design process, research is a way of surfacing opportunities and generating ideas. At later stages, it’s a way of refining and validating these ideas as they become concepts and prototypes. In this way, research is a design tool in the same way that drawing is a design tool, except that at the center of the mechanism is the customer/user.

    When used correctly, research shouldn’t stifle creativity but rather offer designers stronger inspiration and focus.

    By taking a facilitative, collaborative approach to working with companies and design teams, research and research findings can be integrated into the design process in ways that enhance rather than stifle creativity. Keeping the customer/user and their needs prominent throughout the design process needn’t be limiting–having clear goals and constraints ultimately makes a design problem more interesting and leads to better, more elegant solutions.

    And better, more elegant solutions are, after all, the end game here.

    ChittahChattah Quickies

    • Made of wheat bran, wheat, molasses, and corn dextrin, Postum was considered a “healthier” drink. It did not cause the jittery side effects that coffee gave some people. Kraft has stopped making it.
    • A demonstration of supposedly how people in different regions in the world count bills. The posture and gestures vary widely. One wonders these evolved so differently.

    ChittahChattah Quickies

    • Teaser for my next interactions article

    Where I’ll Be Speaking

    I’ll be teaching a one-day class on Design Research Methods on March 1, in Sunnyvale, CA. There’s a couple of spots still available, so if you want to contribute to a sell-out, it’s not too late!

    You can see a longer version of my talk about improv and ethnography at the IDSA Southern Conference in Savannah, GA, March 6-8. See a previous talk here.

    I’ll also be in Atlanta, en route to Savannah, and would love to meet up with people in that area to chat about the work we do and look for ways we might help you.

    I’ll be giving a presentation called The Listener’s Journey at the Computer Market Analysis Group meeting at Intuit in Mountain View, CA, on March 13-14.

    I will talk about international market research at the Silicon Valley American Marketing Association Morning Forum on March 18, in Burlingame, CA.

    I will be giving a workshop on best practices in analysis and synthesis at the Second Annual eBay Visits Event on March 21, in San Jose, CA.

    I will be giving a talk and hosting a workshop at a design research symposium at the College of Design at Arizona State University, April 11-13 in Tempe, AZ. I’ll be spending a day in Phoenix beforehand and would love to meet with people there explore ways we might be able to help your business.

    Let me know if you’ll be at any of these events!

    ChittahChattah Quickies

    • Leisa on the user’s experience when a system’s design fails to take into account your very reasonable and personal circumstances. Also see comments by Steve.
    • Even in 2008, software doesn’t accommodate those names; creating ridiculous hassle for travelers, voters, students, or anyone that has to “register” with a poorly designed system.
    • A small village in Kenya makes soapstone figures of The Simpsons characters. The carvings are available for online purchase. Most surprising is that they are an authorized licensee. (Thanks, Dan!)

    Simulacrap 2

    I already described the ridiculous persona-encrusted collateral from Yahoo’s Search Marketing. This week I received a package from Microsoft (with an unnecessary piece of styrofoam in the box to protect their precious wire-bound book).

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    With tips from me – Search Master Steve

    Search Master Steve? Good Lord!

    I’m not sure whether Microsoft’s only-works-in-IE search marketing interface is worse than Yahoo’s. I guess it’s like asking if you’d rather have two fingers ripped off by an angry gorilla or have three fingers removed surgically. These products are not fun to use and the crap I’m getting in the mail from the Microhooligans is insulting.

    ChittahChattah Quickies

    • “Tiny UniBeads inside the straws dissolve and turn white milk into a healthy and delicious snack that everyone can enjoy.” Sounds horrible, but maybe perfect for kids. Healthy, I’m not so sure UniBeads are good for you. Thanks, CPT!
    • Whether this will usher in real change is up for grabs, but this is a powerful frame that has defined much of the TV experience forever; it no longer makes sense for the way we live our lives and NBC is breaking the frame.

    Japan pictures – part 3 of 3

    I’ve uploaded nearly 1300 of my Japan pictures to Flickr. For reasons I’m sure you’ll understand, I haven’t added titles or tags or descriptions proactively, but please add comments or questions on flickr and I’ll gladly offer a story or explanation.

    Meanwhile, I’m including some of my faves here, as well as part 1 and part 2.

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    Japan pictures – part 2 of 3

    I’ve uploaded nearly 1300 of my Japan pictures to Flickr. For reasons I’m sure you’ll understand, I haven’t added titles or tags or descriptions proactively, but please add comments or questions on flickr and I’ll gladly offer a story or explanation.

    Meanwhile, I’m including some of my faves here, as well as part 1 and part 3.

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    Japan pictures – part 1 of 3

    I’ve uploaded nearly 1300 of my Japan pictures to Flickr. For reasons I’m sure you’ll understand, I haven’t added titles or tags or descriptions proactively, but please add comments or questions on flickr and I’ll gladly offer a story or explanation.

    Meanwhile, I’m including some of my faves here, as well as part 2 and part 3.

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    Real stories from real people inspire change

    Developments Magazine highlights an interviewing method that is part-historian, part-journalism, part-ethnography (and you could probably throw in participatory design and co-creation for a higher buzzword count). But the thrust is that stories, built from the details of the lives of real people are more effective drivers of change for advocates and policymakers and other stakeholders.

    National newspaper, TV and radio journalists spent three days recording the lives of more than 30 rural people in Sindh province – people whose main qualification for being interviewed was their poverty.

    These life stories were gathered by the Panos network and partners using a painstaking method of interviewing which emphasizes patient listening and open ended questions. The result was that those journalists are now more inclined to highlight the problems faced by the people they met and others like them.

    These interviews were gathered using a method known as ‘oral testimony‘, which sets out to record the fine detail of the lives of people in developing countries. This involves ‘active listening’ and encouraging the interviewee to dictate the direction of the interview.

    Sliding Doors

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    Public bathroom doorway, Karuizawa, Japan, January 2008

    Before we hiked up the nearby mountain I wanted to use the bathroom. I was very frustrated to find the door locked. I pushed and pulled and saw the keyhole for the deadbolt and figured I was out of luck. Then I saw someone enter the adjacent women’s room – by sliding the door. I wouldn’t expect a bathroom door to slide, and I didn’t interpret any of the cues (or affordances) about how this door works to suggest sliding was a possibility.

    Experienced pollsters know: people “lie”

    As I’ve said before, garbage in, garbage out. From Rob Walker’s Consumed

    Recently, Stardoll did a study of its own, polling United States users about their brand preferences. Apparently they saw real-world brands on the same plane as the half-dozen or so invented brands that exist only within the site. (Some respondents even made the – clearly impossible – claim that they wear the strictly digital Goth-style brand Fallen Angel to school.)

    These sorts of stories always crop up in market research and business case studies. And they are wonderful because they illustrate the depth of meaning the products, services, brands, and stories we create can be to the people that consume them. So meaningful that they will conflate pretend brands online and tangible experiences offline. Wow, we marvel, that tells you how great our stuff is; they will lie about it.

    But the flip side to that is that if you are going to ask people what they think and do and want, you better have a way of triangulating their responses against other data. If you don’t know more about the person than their response, how can you contextualize it? If you don’t know what they are really saying when they answer the question – if they understood the question or are answering it in the way you intended – then you must be very careful in what you conclude and how you act on those answers.

    Simulacrap

    In my recent column Persona Non Grata I point to some of the cultural problems inside organizations that personas can create, or mask. And what happens when your personas become your marketing?

    We’ve recently been experimenting with search marketing on Yahoo, MSFT, and Google. Today I received a shiny booklet from Yahoo, with a note from Sharon Goodsense, Yahoo! Search Marketing Specialist (“and remember, we’re always here to help you.”)
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    And I’m referred to as Bashful Beginner.
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    Yahoo’s search marketing management interface is so completely useless that all I ever do is click and click and click until I get some result; with no mental model being built that would help me next time. I have no idea what most of the information they are providing is about or how I can use it. So maybe this book will help me, but the first two pages are the most patronizing and fake thing I can imagine. I can’t believe they went to the trouble to come up with these fake characters to represent the company I’m doing business with; it’s offensive to take my money for a service, give me an unusable product, and then hand me a cartoon character who talks down to me; if I can’t call this person for help with my problems, because they don’t exist. It’s the least transparent thing a company should do. Yahoo got off the cluetrain a while ago, I guess.

    ChittahChattah Quickies

    • Another reminder of how bad some restaurant food is – regardless of how its positioned – is always useful. It’s hard to be a responsible eater without all the facts. Maybe these companies are to blame…

    Consolidated

    I’ve been looking at smartphone options, and was reminded of an exchange between Jon Stewart and John Hodgman I heard last summer on the Daily Show:

    Jon Stewart and John Hodgeman Discussing Ultimate Fighting

    Jon: Why combine all these sports?

    John: Why combine a cell phone and a camera?

    Jon: That’s my point exactly. All you get is a crappy camera and a crappy phone.

    John: Yes, but it fits in your pocket. And isn’t that the promise of America’s melting pot?

    This got me thinking about what I really need from my phone. Here’s a list, in the order each item came to mind:

    – Camera
    – Phone
    – Address book
    – Alarm clock
    – Text messaging
    – Email
    – Durable
    – Waterproof
    – Cool looking

    But does this list describe a smart phone, or a smart camera? Right now, the paradigm of “phone” dominates. Will that change? Will there be a future in which “device equity” prevails?

    Flying the sneaky skies

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    While checking in online for a United Airlines flight, you may be offered the opportunity to upgrade to Economy Plus. It’s likely that most people decline upsells in many situations, though. The default would be to click “no thanks” and move on to completing the transaction. But United has done some tricky and manipulative interface design. The bright yellow arrow with bold text placed on the right is almost irresistible. E-commerce sites have trained us to envision a transaction moving from left to right (granted that they’ve landed on that model since it corresponds to how we read and other cultural factors); it’s very easy to click on the arrow and make a purchase you didn’t want. It takes cognitive work to search for the preferred option which is a lowly blue-underlined unbolded text link off to the left.

    Why would United do this? Sure, they can trick a few people into mistakenly purchasing an upgrade. But at what cost to the brand? Even if they don’t fool you, you’ve had to work to avoid being fooled, and the trust (seemingly an important brand attribute for an airline) is dinged.

    Grab a clue, web people @ United…this is no way to interface with customers.

    Steam is in the details

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    Latte, with sticker to cover lid hole, Tokyo

    I can’t read what the green sticker says, but perhaps it’s to prevent spillage or being burned by hot steam. Maybe it’s for sanitation, to keep the drink sealed until you are ready to drink it?

    One use case for a “to go” cup is to take the drink from the counter and consume it immediately. But if you are shopping for others to drink later, or it’s too hot to drink later, how to manage the drink during that transition where it’s in your possession but not being consumed? The sticker lives in that ill-defined period of time.

    Trying to find out things we didn’t even know to ask about

    Great article about Disney theme parks and the design – prototype – test – iterate – build process for a new ride, Toy Story Mania

    “It is much easier and less expensive to do this before the concrete has been poured,” he added. “As rides become more complicated, your ability to tweak in the field gets harder and much more expensive.”

    Across the street, in a cold, unmarked garage, Ms. Allen helped to conduct “play tests” on rudimentary versions of the ride. More than 400 people of all ages – all had signed strict nondisclosure agreements – sat on a plywood vehicle set up in front of a projection screen and played various versions of the games. Disney workers studied their reactions and interviewed them afterward.

    “We were looking to see if some effects were too scary,” Ms. Allen said, “or if there wasn’t enough laughing happening during certain sequences.”

    Among the discoveries: People wanted to be able to compare scores after they were finished playing, while some children had a hard time reaching the cannonlike firing controller, christened by Disney as a “spring action shooter.” Engineers added a computer screen to vehicles to display scores and installed the controls on movable lap bars.

    “We were trying to find out things we didn’t even know to ask about,” said Sue Bryan, a senior show producer.

    Morale and milkshakes

    From a strange article in the NYT about McDonald’s holding an employee-only American Idol-style singing competition (for reasons they don’t exactly make clear)

    Employee contests with big prizes are nothing new in corporate America. McDonald’s has pitted stores and regions against one another to determine who makes the best shakes.

    But I thought that shakes (sorry, not milkshakes) were identical from store to store, based on a standard recipe and ingredients. Then what do you compete on? Speed? Panache?

    Improve your hearing and enhance your image!

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    Another culture-revealing promotion: a hearing aid that looks like a bluetooth earpiece (or “cell phone ear adapter”).

    If a conventional hearing aid sounds like an embarrassment to you, try the Stealth Secret Sound Amplifier. It looks just like a cell phone ear adapter and works as a sound enhancer so you can join conversations and even hear soft voices from 50 feet away. Now you can enjoy the best of both worlds: a more youthful appearance and better hearing.

    As we’ve written before, one strategy to lower barriers to adoption is to disguise one behavior to look like another one that is more normal. It’s interesting that the Bluetooth earpiece is presented as normal enough to be desirable over the hearing aid. I guess it’s better to be a young douche than an old fart?

    Previously: The Ultimate Tech Accessory

    Thanks, Amy!

    Democracy In Action

    I walked down to the local fire station early yesterday morning to vote. It’s always a small thrill to start seeing the orange VOTE signs start to appear like Halloween pumpkins.

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    New at the polls this year: the “Secrecy Sleeve,” a paper folder with an oddly alarming name. The Secrecy Sleeve keeps your ballot away from prying eyes during the long journey from the voting booth to the scanner that swallows it up when you’re done voting.

    And when you’re done, a sticker to show that you voted. A practice reminiscent of the colored star stickers we used to receive for finishing a piece of work in elementary school. Funny how pleasing it still is to get a sticker for doing something.

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    Walking home, I was thinking about how badly the special pen for marking the ballot worked, and how so often very basic elements of complex systems get overlooked. When it occurred to me that I wasn’t getting rocks thrown at me, and there were no security forces with automatic weapons standing guard. So I figured I should cut them some slack about the pen.

    Mythological optimizations as satisfying as real ones?

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    When Netflix movies arrive, the barcode on the DVD envelope peeks through a window on the back of the outer envelope. When I put the DVD back in and seal it up before returning it, should I make sure the barcode is still lined up? There’s no indication this is necessary, nor is it very easy to do since there are eight different ways (four edges and front/back) to orient the DVD).

    At this point in Netflix’s history there has been a lot written about their sorting process and envelope design; the whole Netflix experience smacks of optimization (plenty of feedback by email or RSS, consistently rapid shipping in either direction, and of course, the throttling scandal). So it makes some sort of sense that they are scanning incoming packages and those that are scannable will be returned (and the next movie sent out) fastest.

    According to general consensus and the official word, this is false. It makes no difference; it’s only scanned when it’s sent out, not when it comes back in.

    This gap between perception and reality can create real challenges for companies that deliver technology solutions, hoping that the user’s mental model matches to the engineers or designer’s mental model. We worked with a software vendor who had a loyal customer base using a time-intensive transactional system. We heard many stories from these customers about how the system “really” worked. Some had conducted experiments to document their beliefs. Even as our client brought in increasingly senior technologists to explain the way their product worked, people found ways to justify their own model. The technology decisions in the product were arbitrary (some thresholds for the number of milliseconds, or the number of transactions, etc. were refined to some point over time, from 25 to 15 to 10). The fact that the system was being tweaked created mistrust and lent credence to the customer’s theories about what was really going on behind the scenes. Transparency isn’t sufficient; there were other business decisions our client was making that were not seen as being in the best interest of their customers and so that really colored how they viewed the partial information about the technological workings.

    Arthur C. Clarke famously said “Any sufficiently advanced technology is indistinguishable from magic.” Put another way, we often develop complex and irrational mental models about technology. The joke that “a clean car goes faster” demonstrates how we attach emotional attributes to some product or system, despite an intellectual awareness that it isn’t true.

    I just sealed up my Netflix envelope; it took some will power to not fiddle with the barcode. Sure, there’s the written word that says it won’t make a difference. But, it just might, maybe, right?

    Itadakimasu

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    Theresa, my wife, just bought us both these wonderful lunch carriers made by the Japanese company Zojirushi. Besides being a simple, functional, aesthetically pleasing and complete solution to the problem of moving food around, my new lunch carrier gave me a cool cross-cultural experience today as I opened it up for lunch at work for the first time.

    Last night, Theresa packed us both food for today. As I pulled the three separate, sealed containers out of the metal tube they sit in, wondering what would be in each one, I felt a deep sense of the shared enterprise that is my home life, and the caring that my containers filled with homemade food represented.

    Reflecting back on the time I spent living in Japan, I thought about how this unpacking of a homemade lunch is an experience that many Japanese men (gender roles being what they are in Japan) have every day.

    For the first time, I really felt how much that ritual-preparing, packing, unpacking, eating lunch-can express the emotional facet of shared lives.

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    Itedakimasu: I will receive.

    The FreshMeat archives

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    (oo) Fresh                  
     \/  Meat

    From 2001 to 2005, FreshMeat was a semi-regular email column about the relationships between business, culture, technology, products, consumers, and so on. As this blog found its voice, it gradually replaced FreshMeat as our outlet for the same sort of commentary.

    This is a jump page for archived FreshMeat issues.

    4/29/05 – Push to Talk
    1/04/05 – Total Recall
    7/26/04 – License to Shill
    4/05/04 – The More The Merrier
    12/23/03 – Pun Americana
    6/30/03 – Livin’ La Vida Luxa
    5/21/03 – The Houses of the Wholly
    2/18/03 – She Blinded Me With Silence
    11/07/02 – American Girl, Mama Let Me Be
    8/05/02 – Free Agent Irritation
    4/06/02 – Get Down Off the Shelf
    1/16/02 – The Name of the Game is the Name
    12/07/01 – Why The Cleaning Lady Won’t Do Windows
    11/21/01 – A Load On Their Mind
    11/09/01 – Beaming Up Scotty
    10/30/01 – Got Zeitgeist?
    10/04/01 – Everyone Remembers Their First Time
    9/28/01 – If I Had A Hammer…Would Everything Look Like A Nail?
    9/18/01 – Take Pictures, Last Longer!
    9/04/01 – Cleaning Up On Aisle 5
    8/27/01 – Reading FreshMeat Declared Safe!
    8/17/01 – We Love to See You Smile?
    8/09/01 – Every Product Tells a Story (Don’t It?)
    8/01/01 – Blue Hawaii, or Viva Las Vegas

    Note: TurnSignals (PDF) – originally sent out by fax – was an antecedent to FreshMeat.

    Happy Groundhog Day

    Groundhog Day is a North American holiday where the time until spring is determined by whether or not a specific groundhog sees his shadow.

    Like horror hosts and chocolate bars, if you grew up with a local groundhog, you probably assumed that everyone had the same one. But Wikipedia (link above) dashes that illusion by listing a number of region-specific forecasting rodents:

    Punxsutawney Phil of Punxsutawney, Pennsylvania
    Wiarton Willie of Wiarton, Ontario
    Staten Island Chuck of New York City, New York
    General Beauregard Lee, PhD of Atlanta, Georgia
    Malverne Mel and Malverne Melissa of Malverne, New York
    Brandon Bob of Brandon, Manitoba
    Balzac Billy of Balzac, Alberta
    Shubenacadie Sam of Shubenacadie, Nova Scotia
    Gary the Groundhog of Kleinburg, Ontario
    Spanish Joe of Spanish, Ontario
    Sir Walter Wally of Raleigh, North Carolina
    Pardon Me Pete of Tampa, Florida
    Jimmy the Groundhog of Sun Prairie, Wisconsin
    Octoraro Orphie of Quarryville, Pennsylvania
    Buckeye Chuck of Marion, Ohio
    Dunkirk Dave of Dunkirk, New York
    French Creek Freddie of Upshur County,West Virginia
    Holtsville Hal of Long Island, New York

    (previously)

    ChittahChattah Quickies

    • “Dave, a local hog, will choose between a trough of sawdust or one of sugar to gauge the appeal of the economy.” Groundhog Day crosses the species line.
    • Older piece about HP and Compaq but the lessons apply to Yahoo and Microsoft. Could they ever integrate processes? Technological? Marketing? Design and User Experience?
    • A chain of retail stores in Britain has withdrawn the sale of beds named Lolita and designed for six-year-old girls after furious parents pointed out that the name was synonymous with sexually active pre-teens.
    • Boing Boing links to a bunch of episodes. Theroux is not an ethnographer, he’s a journalist, but watching him is one of the easiest (passive) ways to get better at immersing yourself in someone else’s world view.

    ChittahChattah Quickies

    Vergangenheitsbewältigung: coming to terms with the past

    Wired writes about the attempts to reintegrate 600 million scraps of paper from surveillance notes and dossiers torn up by the East German secret police as the wall fell. Some of the article deals with the enormity of the challenge and how technology is playing a role, but the best part deals with the powerful personal and cultural meaning of this part of German history represents to the people it affected so strongly.

    G?ºnter Bormann, the BStU’s senior legal expert, says there’s an overwhelming public demand for the catharsis people find in their files. “When we started in 1992, I thought we’d need five years and then close the office,” Bormann says. Instead, the Records Office was flooded with half a million requests in the first year alone. Even in cases where files hadn’t been destroyed, waiting times stretched to three years. In the past 15 years, 1.7 million people have asked to see what the Stasi knew about them.

    Requests dipped in the late 1990s but…The Lives of Others, about a Stasi agent who monitors a dissident playwright, seems to have prompted a surge of new applications; 2007 marked a five-year high. “Every month, 6,000 to 8,000 people decide to read their files for the first time,” Bormann says. [T]he Stasi Records Office spends $175 million a year and employs 2,000 people.

    The files hold the tantalizing possibility of an explanation for the strangeness that pervaded preunification Germany. Even back then, Poppe wondered if the Stasi had information that would explain it all. “I always used to wish that some Stasi agent would defect and call me up to say, Here, I brought your file with me,'” Poppe says.

    She was able to match codenames like Carlos, Heinz, and Rita to friends, coworkers, and even colleagues in the peace movement. She even tracked down the Stasi officer who managed her case, and after she set up a sort of ambush for him at a bar – he thought he was there for a job interview – they continued to get together. Over the course of half a dozen meetings, they talked about what she found in her files, why the Stasi was watching her, what they thought she was doing. For months, it turned out, an agent was assigned to steal her baby stroller and covertly let the air out of her bicycle tires when she went grocery shopping with her two toddlers. “If I had told anyone at the time that the Stasi was giving me flat tires, they would have laughed at me,” she says. “It was a way to discredit people, make them seem crazy. I doubted my own sanity sometimes.” Eventually, the officer broke off contact, but continued to telephone Poppe – often drunk, often late at night, sometimes complaining about his failing marriage. He eventually committed suicide.

    Poppe is looking forward to finding out what was in that last, reconstructed 5 percent. “The files were really important to see,” she says, taking a drag on her cigarette and leaning forward across the coffee table. “They explained everything that happened – the letters we never got, the friends who pulled away from us. We understood where the Stasi influenced our lives, where they arranged for something to happen, and where it was simply our fault.”

    Teasing apart meaning

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    Economists are talking about repugnance, a crucial, complex, and culturally varied driver of what people will and won’t do, comfortably.

    And last week a woman in Ohio whose ad to sell a horse mistakenly appeared under the heading “Good Things to Eat” in a newspaper’s classified section received dozens of calls, some expressing outrage and others from people interested in turning it into dinner. (In Europe and Japan horse meat on a menu would stir no more comment than macaroni and cheese would in an American diner.)

    “It’s very hard to predict what’s repugnant and what’s not,” Mr. Roth said. Paul Bloom, a professor of psychology at Yale, agreed. He conducted a two-year study to try to get at why people consider athletes who take steroids to be cheating, but not those who take vitamins or use personal trainers. He and his team offered different possibilities: What if steroids were completely natural? Or were not at all harmful? Or were only effective if the athlete had to work harder than before?

    The only change that caused the interviewed subjects to alter their objections to steroids was when they were told that everyone else thought it was all right. “People have moral intuitions,” Mr. Bloom said. When it comes to accepting or changing the status quo in these situations, he said, they tended to “defer to experts or the community.”

    Often introducing money into the exchange – putting it into the marketplace – is what people find repugnant. Mr. Bloom asserted that money is a relatively new invention in human existence and therefore “unnatural.”

    We’ve written before about how people naturally slip from one idea to the next; our structures for organizing information are not like an Excel spreadsheet. This necessitates a triangulation approach to trying to get at what somebody’s mental models might really be and move beyond monolithic statements like “Steroids are bad!” The example of pulling apart the possible objections to steroids (fairness? composition? safety?) is right on. We might also take the reverse approach and frame it as a participatory-design thought-exercise: “You’re the executive of a pharmaceutical company and you want to find a way to make steroids acceptable to the general public. What could you do?” By looking at what people might change, we can reveal (sometimes more easily) what is stopping them from adopting something now. These barriers are crucial design opportunities that producers must understand and address.

    The toilet flusher that comes with an explanatory memo

    A few years ago I blogged about my first encounter with a dual-flush toilet.

    They are becoming more common, now.
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    Uppercut, by Sloan, is an interesting, if incomplete design solution. It retrofits into existing toilets. The green handle suggests to the flusher that something is different here. The iconics on the barrel indicate, somewhat, what will happen in different flushing directions. But they’ve also seen fit to provide “attractive instructional placards to educate the user [there’s that phrase again] on proper operation” – UPfor #1 (Liquid Waste), DOWN for #2 (Solid Waste). The Sloan website also provides a customizable memo (.DOC) to help get the word out.

    Any change of behavior, especially in such a habitual task, is going to be a challenge. Yet office memos about flushing the toilets belong with training meetings on using the new photocopier in the thundering hell of office life. It’d be interesting to investigate how all these cues (the memo, the green handle, the icon, the placard, the memo) work together (or not) to help people shift behavior (or not).

    Any anecdotes to share about new office equipment, toilet memos, or so on? Leave a comment!

    Messaging

    trivial2.jpg

    In response to Colin McKay’s comment on my last post, I felt impelled to put up this detail of the TRL shirt I was wearing at the PE shoot.

    Being the ironic scamp that I am 😉 , I had altered the shirt when I first bought it. (In the original picture, it’s hard to see the alteration–a letter ‘L’ in red marker after the word ‘trivia,’ so no slight on Colin for not having noticed it!)

    The interesting thing here is how strongly these kinds of details–T-shirts, logos, cultural touchpoints–broadcast messages, and how easily the messaging can get confused if all the details are not available.

    The complexity of messaging and the importance of small details is something worth thinking about in the context of ethnographic research. In any given observation or interaction, are enough of the crucial details coming across? Is the context clear? Are there layers of meaning?

    In order to parse what are actual data and what are our own ideas triggered by real world phenomena (which are an important but different kind of artifact), it’s so essential to surface, probe and challenge our interpretations and assumptions.

    This probing and clarifying-the separation of observation, analysis, and synthesis–is a significant piece of what makes conducting ethnographic research different from simply going out and watching people.

    2002 Flashback

    Some years back, in Boston, I helped out on a shoot for Public Enemy‘s Revolverlution video. It was a lot of fun, and pretty amazing to hang out with such seminal artists. I was going through some old pictures today and came across some fun images from the shoot.

    9cdmiss3_sm.jpg
    A portrait of Chuck D, the idea man

    dtsff_sm.jpg
    My wife, Theresa, and me (with permed straight hair!) hanging out during lunch break with Flava Flav

    peme1_sm.jpg
    And one of the hardest rocking shows I’ve ever seen, at the Middle East nightclub in Cambridge, Massachusetts

    Excellent times! Public Enemy has been consistently innovative, not only in their music, but in their willingness to experiment with new approaches to producing and distributing their work.

    Shine a light

    Just over a year ago I blogged about the push approach that Wal-Mart was taking to drive adoption of energy-efficient fluorescent lighting, spending money on persuasive marketing rather than addressing the known barriers to adoption. A year later, it seems to be okay to acknowledge the problems with the bulbs. The New York Times recently looked at the problems that people have with the quality of light created by those bulbs (nothing new, of course, but the fact that the angle of the story has changed is thought-provoking). Most recently, they offered up this this interview with a Sylvania technologist who speaks to the ongoing work to improve the quality of the light that people experience.

    Of course the efforts to improve the bulbs were always ongoing. I’m intrigued by the cultural story that was created by marketing and the media, spending money to force a behavior under the guise of “educating” people.

    Make a better light bulb, already. One that is energy efficient and doesn’t make us feel (and look) like crap in our own homes. We’ll beat a path to your door.

    Industries have culture; culture drives usage

    This piece in the Financial Times about how anthropology is important to understand the behaviors of bankers is well-timed and relevant (if indirectly related) to the story of Société Générale’s Jerome Kerviel, the rogue trader.

    For one thing that anthropology imparts is a healthy respect for the importance of micro-level incentives and political structures. And right now these issues are becoming critically important for Wall Street and the City, as the credit crunch deepens by the day.

    But what is crystal clear is that if you want to understand which banks will emerge as winners from the current mess, it is no longer enough to look at their computer systems and balance sheets. Now, more than ever, investors need to understand a bank’s culture too – and the degree to which it is tribal.

    We just wrapped up our second study of traders and it’s really gratifying to see this column. Traders, as a profession, have a lot of strong character traits (humor, macho/aggression, social) and much of their work is competitive and manipulative. The tools they use are pretty straight transaction machines, though, that don’t reflect the complex layers of intention that are driving everything the trader does. The only product that seems to echo or reinforce trading culture is the Bloomberg terminal which, in addition to all the data-oriented tracking and graphic capabilities, also offers an IM/email/Facebook-like platform to a closed, consistent, and co-located (The City in London, Wall Street in New York, and other neighborhoods in major financial markets) community.

    There’s enormous potential for the other software tools used by these traders to similarly match their offering to the dynamic culture of their users. It’ll require these vendors to take a fresh look at how their products can really bring exceptional value to the people who make their living with them. Failure to understand and design for these folks will undoubtedly lead to more stories like the current scandal.

    socgen3.jpg
    SocGen (as it’s known by people in the industry) in London (actual fieldwork photo!)

    img_0540.jpg
    A new Krispy Kreme located in the heart of London’s The City (the financial district) gives away free boxes of donuts, causing a run

    FT story via antropologi.info

    Food Preparation Customs

    img_1749.jpg
    Taipei 101

    img_1778.jpg
    Fresh juice

    At the market in the basement of Taipei 101, I ordered a fresh juice from a juice stand. The young man who was making the juice rapidly measured and assembled the ingredients in a blender. As he was blending the fruit, he began to pour in honey. After a moment, he grabbed a long spoon, stuck it in what was becoming my drink, tasted and took a taste. Then with one hand he threw the spoon in the sink and with the other he added more honey.

    Fruit, of course, is inconsistent. If you want to prepare food to a certain sweetness (or other taste attribute), and the ingredients aren’t exactly the same, how else can you do it without tasting?

    In the west, at least, fast food is typically based on sourcing consistent ingredients and building a trainable process so the staff don’t have to use subjective judgments like taste in order to prepare a good product. As well, we don’t expect that people preparing our food would be eating it. In this case, the spoon was clean and was disposed of right away, so there was no chance of contamination, but the whole concept that this person consumed something and then gave me the rest was just so unfamiliar.

    Yet another standard that I hadn’t even questioned until I saw it play out differently in Taipei.

    The End of Things

    cars-medley.jpg

    On a recent trip to Maui, I came across car after car, abandoned and disintegrating, on the sides of the roads.

    At what point will these dumped cars become interesting historical artifacts?

    How long ago were petroglyphs simply graffiti?

    So much about value is a matter of framing. Has there ever been a marketing tactic more transformative than the simple passage of time?

    petroglyphs.jpg

    ChittahChattah Quickies

    Are you being served? What is service?

    Today we “attended” a webinar about innovation in services. The talk was to create some buzz for an upcoming IIR/PDMA conference about Service Innovation Design and Development and was presented by Jeneanne Rae from Peer Insight.

    The slides and recorded audio may be forthcoming (although there was a lot of technical problems that really took away from the whole experience) but in the meantime, they’ve got a very detailed report from a study of the service innovation process available as a PDF here. The first few pages will give you a reasonable overview of the talk.

    Some tidbits and thoughts:

    1. Services are the dominant economic force in developed countries, but the buzz/mindshare/process is around the creation of products.


    2. Some of the service companies described were surprising: i.e., Wal-Mart, Home Depot. Is retail a service business? Not in the same way banking is (although it’s interesting that they call their offerings products). Not in the same way hospitality is, either. Maybe this is a commonly understood distinction but it wasn’t clear to me.

    Is software a service? If it comes in a box (i.e., Adobe Illustrator)? What if it’s on the web (i.e., Google Docs)? What if it’s tied to a product (i.e., iTunes)? Or resident on a device (i.e., Windows CE)?


    3. The IHIP framework dates back to 1978 and is the classic articulation of what differentiates services from goods. IHIP stands for inseparability, heterogeneity, intangibility, and perishability.

    • Inseparability – Unlike a product which can be taken home after purchase and used later, services are consumed in the same time and place where they are purchased.
    • Heterogeneity – Although each product produced can be identical, the experience of interacting with a service is always going to be different from customer to customer.
    • Intangibility – You can see and touch a product before you buy it; you can’t experience a service experience until you experience it.
    • Perishability – You can count how many products you have on hand; you can’t taken inventory of a service.

    Why do people adapt to some new technologies and not to others?

    Haven’t seen any posts about The Risk of Innovation: Will Anyone Embrace It? from the weekend NYT. Perhaps it’s because the thesis isn’t novel or well articulated? G. Pascal Zachary reminds us unnecessarily that some products are hard to use and that some products are released but fail miserably. He conflates technology and innovation, and ignores any notion of user experience or marketplace success from his implicit definition of innovation. And he reminds us that getting people to buy and use something new is the big question that all companies want an answer to.

    These are good themes to be explored further. Zachary wasn’t given the time or the space to offer anything new on the topic, though, and I end up wondering just why the paper did this particular article anyway.

    Sustainability Biz

    bags.jpg
    The Loft store in Tokyo has an entire section that offers a huge range of reusable grocery store bags. Do the Japanese values around “choice” and “sustainability” collide? Does it make sense within that culture? Does it make sense to outsiders?

    I had an uncomfortable reaction along the lines of “Oh, crap, something else to buy.” It seemed to contradict my expectations of restraint in a product category that carries a meaning of “sustainable.” Of course, that may not be the meaning that these bags have in Japan.

    Portigal Consulting Philanthropy, 2007

    Our primary giving in 2007 was in support of two organizations: one local, and one in support of developing nations.

    Coastside Hope is the “primary provider of safety net services” in our local area. They provide “monthly food harvest, emergency shelter and rental assistance services, crisis intervention and referral services, clothing vouchers, Christmas Adopt-a-Family program, [and] citizenship services.”

    The Free Wheelchair Mission has taken an innovative approach to producing wheelchairs for developing countries: “to use components that are manufactured in high volume for other products…He removed every extra feature possible, ending up with the least expensive design that will satisfy a large portion of the world’s need for wheelchairs. This wheelchair design lends itself to manufacture by highly efficient companies where assembly costs are relatively low.”
    chair_new.jpg

    ChittahChattah Quickies

    Hey, bloggers!

    heybloggers.jpg
    Sign from Intellectual Property Office, Ministry of Economic Affairs, in the Taipei airport
    The sign reads:
    Post only authorized images, music, videos, or writings on your blog, or you could be blogging your way into court! Today’s user is tomorrow’s right owner. Respect others’ intellectual properly rights.

    Even before clearing immigration in Taipei, there’s an intellectual property warning for bloggers. Is this really such a big problem? I’d expect them to worry more about CD and DVD piracy first.

    Die Hard 4.0: Die Hard Goes Global

    diehard.jpg
    Die Hard 4.0 poster, Taipei

    It’s not news that movies are released with different titles in other markets. Still, it was curious to see a familiar product under a slightly different brand. Live Free or Die is an American slogan, and so outside North America, perhaps Live Free or Die Hard doesn’t work as well as a title (perhaps the American-ness is not as appealing, or there is less recognition of the reference).

    IMDB lists the different titles (and working titles) around the world.

    Die Hard 4.0    Australia / Denmark / Finland / Japan / Netherlands / Sweden / UK / USA (working title)
    Duro de matar 4.0    Argentina / Mexico / Peru / Venezuela
    Die Hard 4    USA (working title)
    Die Hard 4: Die Hardest    USA (working title)
    Die Hard: Reset    USA (working title)
    Die Hard: Tears of the Sun    USA (working title)
    Die hard – Vivere o morire    Italy
    Die hard 4 – Legdr?°g?°bb az életed    Hungary
    Die hard 4 – Retour en enfer    France
    Duro de Matar 4.0    Brazil
    Jungla 4.0, La    Spain
    Poly skliros gia na pethanei 4.0     Greece
    Smrtonosná pasca 4.0    Slovakia
    Stirb langsam 4.0    Germany
    Szklana pulapka 4.0    Poland
    Umri muski 4.0     Serbia
    Vis libre ou crève    Canada (French title)
    Visa hing 4    Estonia
    Zor ölüm 4.0    Turkey (Turkish title)

    ChittahChattah Quickies

    Making the familiar unfamiliar, or traveling the continuum of appetizing-ness

    While in Japan, in a Mitsukoshi food hall, we came across Konopizza, pizza (and desserts!) in a cone.
    kono.jpg

    It’s not just a Japanese company, and they are aiming for the English speaking market with “the future of pizza, the pizza of the future.” I have seen the future of pizza and its name is Kono? Personally, I hope not. Think about biting into one and managing the mass of bubbling cheese goo. I foresee burning messy gagging.

    Here are some variations on the hot dog from Ginza.
    hotdogandstickpizza.jpg
    Coney dog, okay. Cheese dog, sure. Bacon potato, I dunno?

    seasonhotdogs.jpg
    Egg? Zucchini? These are rather elegant reinterpretations of the serviceable wiener, but they read so unappealing and dissonant. I’m all for elegant reinterpretations of fast food but these struck me as very foreign (granted, I was the foreigner, trying to find the symbols of home in another environment).

    Stay tuned for our Taiwan snack food experiences.

    And one more that I’ve been hanging onto for a very long time. Family Boat appears to be a concept restaurant, with a website intended to appeal to investors and future franchisees. They’ve opened one pilot store in Holland. The concept is all around providing food in “boats.”

    potato-boat-chicken-mushroom.jpg
    Potatoboats

    beef.jpg
    Sandwichboats

    icecream02.jpg
    Ice boats

    Lots of designy stuff on the site as well:
    img_vending.jpg

    Anyone ever tried any of these foods? What do you think?

    ChittahChattah Quickies

    Raise a glass to the hardworking people

    winedrinker.jpg
    Unsurprisingly to anyone who knows of the early Louis Cheskin work, a recent Stanford study established that the more wine costs, the more people enjoy it, regardless of how it tastes.

    Expectations of quality trigger activity in the medial orbitofrontal cortex, the part of the brain that registers pleasure. This happens even though the part of our brain that interprets taste is not affected. While many studies have looked at how marketing affects behavior, this is the first to show that it has a direct effect on the brain.

    “We have known for a long time that people’s perceptions are affected by marketing, but now we know that the brain itself is modulated by price,” said Baba Shiv, an associate professor at the Stanford Graduate School of Business.

    When we worked with a wine brand recently, we sought to understand the complete wine “usage” process, from planning, through shopping, to storage, to opening, to serving and drinking. We looked specifically at people who were interested in lower-priced wines and most of them were limited in their knowledge and/or experience.

    In other categories when the customer is new and is presented with enormous product choice (the amount of wine choice dwarfs most other categories I can think of) we might feel sympathetic for the learning/selection/usage learning curve they would face; with wine people spoke very enthusiastically about the journey. Each trial experience involved drinking wine…something they liked to do! A social, tasty, and rewarding experience. Even a wine they “didn’t care for” (the typical critique) wasn’t a failure, because it still carried all the symbolic meaning.

    The marketers were hampered by a limiting view of their customers; the market had been sliced into ridiculously narrow price points and this inevtiably drove discussions of people characterized exclusively within those $3 slots (as in, “I’m a $7.99 to $10.99 drinker”). While our client no doubt had cash register data to support their segmentation, it was completely at odds with how people saw themselves. They purchased across a much broader price range, and their primary concern was their own knowledge and accumulated experience. We were given a great opportunity to offer this different view and illustrate some of the unmet opportunities this presented.

    The bear that saluted me

    bearshot.jpg
    I thought this advertising bear in Shinjuku was cool, and so stopped to take a picture. The bear saw me and posed with the typical Asian two-fingered V-gesture. After I took the photo, I did my best gaijin attempt at a bow. The bear returned the bow, and then saluted me.

    Without a common language (indeed without a common species) we had an interesting opportunity to share our knowledge of each other’s culture in gestures. And although I rarely salute my friends and family, I understood its intent as a gesture-of-Western-origin.

    Japan is quite impenetrable to the outsider, and it’s easy to subsist on a parallel layer, free from the possibility or opportunity for everyday interactions. In our two weeks that moat was crossed less than a dozen times (i.e., the couple in a cafe who smiled and waved at me when I peered in the window and inadvertently triggered the sliding door, letting in some very cold air; the couple who saw us eating Taiyaki (cooked sweet batter filled with bean paste in the sahpe of a fish) and explained what it was, what is was called, and compared camera models) and each time was rewarding in its own small way.

    But making this connection with a bear, in the land of kawaii, was briefly and intensely magical.

    ChittahChattah Quickies

    Trend Ecosystem

    It’s fascinating how most successful products lead to an ecosystem of supporting products. The Crocs fad has provided the fan-base to support charms, little decorations that attach to the holes on the shoe’s surface and let the wearer further establish their individual identity within the trend of people who have established a unique identity by wearing Crocs in the first place.

    Acknowledging that following a trend has a very different meaning in Japan, we bring you the Crocs family, who we saw on a bus in Kyoto, each with their own charms.

    dsc_0117.jpg
    Dad

    dsc_0116.jpg
    Mom

    dsc_0120.jpg
    Son

    dsc_0118.jpg
    Baby

    In addition to aftermarket personalization, many trends also generate a safety backlash meme (iPod muggings, anyone?). In Taipei, it’s dangerous to wear Crocs on escalators.
    img_1855.jpg

    Manufacturers like Apple are very savvy about creating/controlling their aftermarket, but I wonder about the backlashes. Are PR people planting those stories or doing damage control or not realizing their significance?

    Update: Karl Long on the Crocs backlash (safety and others) here

    Registration open: Design Research Methods on March 1

    Registration is now open for the full-day Design Research Methods class that I’ll be teaching. It’s a full-day event on Saturday March 1, 2008 in at Involution Studios in Sunnyvale, CA. Not local to the Bay Area? Well, why not hop on a plane for the weekend?

    This course will provide first-hand knowledge and training in core design research methods. At its root, design research emphasizes learning about people and using the insights gained to inform and inspire design. We will focus on exemplary models of what research is, what it looks like, its role in concept generation, and what it produces.

    From the official announcement:
    The Involution Master Academy recently released its Winter 2008 semester for open registration. A post-secondary education program designed for mid-career professionals, Involution Master Academy focuses on direct, one-to-one interaction and training between the instructor and students. To ensure maximum interaction and an intimate educational setting, each course only accepts nine participants.

    The Winter 2008 course schedule features five courses taught by well-known user experience thought leaders:

    Product Architecture Symposium
    Instructor Andrei Herasimchuk
    Saturday February 23, 2008
    10:00 AM-6:00 PM

    Design Research Methods

    Instructor Steve Portigal
    Saturday March 1, 2008
    10:00 AM-6:00 PM

    Applied Empathy: An Experience Design Framework
    Instructor Dirk Knemeyer
    Saturday March 8, 2008
    10:00 AM-6:00 PM

    Web Form Design Best Practices
    Instructor Luke Wroblewski
    Saturday March 15, 2008
    10:00 AM-6:00 PM

    Site Search Analytics for a Better User Experience
    Instructor Lou Rosenfeld
    Tuesday March 18, 2008
    10:00 AM-6:00 PM

    Past courses have sold out. Given the small class sizes, you are
    encouraged to register well in advance.

    Pi-club, Japanese activity calendars

    calendarslarge.jpg

    We found these interesting calendars (Google translate link) in Japan. They contain different daily activities tied to the room that you’d use them in, including kitchen, bedroom, bathroom (i.e., the room you bathe in), and toilet. I liked that the toilet calendar features a happy individual, presumably using the calendar, sitting on the throne. The calendars offer a small peek into Japanese home life.

    06-b.jpg

    Get our latest article, Persona Non Grata

    heads1.jpg
    My first interactions column, Persona Non Grata, has just been published. In the article, I consider some of the fatal problems with personas and how they can hurt while pretending to help.

    Get a PDF of the article here. As the interactions website only has a teaser, we’d like to offer a copy of the article. Send an email to steve AT portigal DOT com and tell us your name, organization, and title. We’ll send you a PDF.

    See what else we’ve written about personas.

    Other articles

    ChittahChattah Quickies

    A gracious good morning to you

    From All Things Considered the remote California town of Iowa Hill will finally get land-line phone service. And their cell coverage is spotty, at best. The woman interviewed explains that people in the community have designated areas where there is cell reception as phone booths; a nice colloquialism since we’re likely to envision a purpose-built structure rather than a warchalked wooded area. She also describes the local 911-proxy: fire your gun three times in the air and hope someone comes to your aid.

    Kawaii Superheroes

    marvel_kawaii.jpg
    We saw these kawaii decals for sale in Tokyo. According to the in-store display, they are intended for mobile phones and iPods, but could go on anything.

    I was amazed to see the familiar and consistent visual brands of Marvel superheroes so dramatically localized, reflecting the Japanese kawaii (“cute”) aesthetic by infantilizing Wolverine, Spiderman, and the Hulk.

    Stories, lost forever

    cr_portigal.jpg
    The way things used to be

    As I’ve already blogged, I was the victim of a phishing scam and my flickr account was deleted.

    According to some flickr forum discussions (where others are reporting similar occurrences) Yahoo/flickr has known about this particular culprit for a year or so. And they’ve failed to implement sufficient countermeasures, technical or otherwise.

    Phishing typically targets banking and PayPal information, obviously for financial gain. In my case, someone left a comment on a photo, with a link. And clicking on that link led me to this sad situation. Why did Yahoo let someone post a link that was harmful?

    Sure, the forums are also filled with smug posts (not from the flickr staff; they have been instructed to use a soothing tone, while not providing any resolution) from people who insist that the victims of these scams are to blame for not knowing better. I would have thought I did know better, actually.

    This miscreant deleted my account, just for fun. And Yahoo can’t restore it. We all know there are backup copies all over the place, but they can only recreate my account, blank.

    That means that my 5000 photos are gone. Those I can upload. But all the people I’ve linked to are gone (I’ve spent a few hours trying to reconnect with those I can remember). Anyone who watched my photos via their contacts has lost me (and I’ve lost much of my audience). All the photos that were marked by others are gone. All the groups which I participated in by contributing illustrative images are gone. All the titles, tags, geotags, view counts and comments are gone. All the descriptions and stories and dialog with others is gone.

    My document, my story, my part of the community, is gone.

    But the whole social media movement that we can’t ever stop hearing about is asking us to contribute content to their websites; we’re building the value for them. YouTube wouldn’t sell for $1.65 billion without our videos. Flickr has our photos. LiveJournal has our stories and pictures.

    But is it ours? Do we know who owns it? If the data is on our hard drive, we know where it is, we may even take the trouble to back it up (I’ve got an external backup at work, at home, and online). But if the data is on someone else’s site, how can I keep a copy of it? It may be against the site rules for you to do that, in fact, as the high profile Scoble story demonstrated.

    flickrbackup is a tool that lets you save the photos, but how does one download all the metadata? Flickr should have an export feature that creates a .flk file on your PC with all the good stuff. LinkedIn lets you export all your contacts in a variety of standard formats (and if you are nervous, maybe you should go do that right now: LinkedIn->My Contacts tab->Export Connections button near bottom), Google Reader (and any of the other RSS readers I know of) exports an OPML file (Google Reader->Manage Subscriptions ->Import/Export).

    DataPortability is a movement to create these tools where they don’t exist. I hope someone creates something for flickr soon.

    As for me, I don’t know how to proceed. I was just beginning my Tokyo story, which reached about 1500 pictures (not all worth posting, of course). I’ve got several hundred from Taipei (November/December) and I had a lot of Bali pictures and stories – the cool cultural stuff, the signs, all that great stuff – still unposted. But I’ve also use flickr as a storage for images that I’ve referenced in bios, conference presentations, this blog, other blogs, etc. It’s overwhelming and I don’t know what to do first. Or if I should even do anything. I can’t imagine going to the trouble of writing stuff only to have it disappear again. Maybe one should see it as ephemeral, but I am not there yet.

    ChittahChattah Quickies

    Robot Redux

    Given my recent post about robots, I thought it worth a mention that today is the birthday of Karel Capek, the Czech writer who first introduced the term “Robot” to the world in his 1921 play R.U.R. (Although Karel is widely credited as the inventor of the word, it was actually his brother Josef who coined the term.)

    For all you fans of artificial intelligence–if you’re ever in the Boston area, be sure to check out the MIT museum’s ongoing Robots and Beyond exhibit. It’s a fascinating collection of A.I.-related artifacts, films and actual machines.

    The Enso

    enso-tattoo.jpg

    The Enso is a single brush stroke that captures and represents the world at the precise moment the artist makes the stroke.

    Traditionally, the circle has a break in it. This is meant to express that the world is at the same time perfect and imperfect, complete and incomplete.

    This Eastern philosophical concept influenced both the Dadaists and composer John Cage in their creation of works according to the “Laws of Chance.”

    On this rainy day, I’m seeing mostly perfection in the handle of my coffee cup.

    coffee-cup.jpg

    The Dirty Jobs

    Plumber Protects is an interesting site from American Standard, manufacturer of toilets and other plumbing stuff.

    They are taking a stand in support of the work of their main customers, plumbers, casting them as heroes with career advice, and swag such as some well-designed posters, including the obligatory constructivist image
    plumber_protects

    (although one has to wonder about the level of intended or perceived irony).

    And of course, the comic book.
    14094.jpg

    American Standard Will Make You a Superhero.
    Want a chance to star in your own comic book? Tell American Standard why YOU should be next . You might get to star your own Mega Plumber comic book adventure.

    plumber.jpg

    Do you do business with any company that casts you as a hero, even in a less literal fashion?

    Know it when you see it

    img_0390.jpg
    Rhino art at the Centre Pompidou. Better pictures here and here

    img_0071.jpg
    Cattle advertisement in the Bankside area of London.

    Take the form of some large animal and paint it Ferrari red. Then cover it with layers of gloss. Is the result art or advertising? The context in which we experience it seems to make all the difference. A museum or outside a restaurant?

    Note: a more detailed, and impassioned exploration is in I Know It When I See It. But they start with the big red rhino, too.

    Social Networking

    Wind-and-rainstorm-related power outages today brought telecommuters in my area out of the woodwork.

    storm-cafe-web.jpg
    I stopped at the hardware store, bought a power strip , covered my old 280Z with a plastic tarp in the parking lot, and settled in for a day of work at a local cafe that still had power and a functioning internet connection.

    The power strip was a good move-made me instantly popular.

    A couple squeezed over to make room for me. They were talking about going to a movie, so I looked up the times for them, and then checked some reviews at RottenTomatoes.

    This is how a café should be,” said the guy sitting on my right-an MBA student named Steve, I soon learned. Within a few minutes, we had talked consulting and LinkedIn.

    Years ago, when email and chat terminals first started appearing as a kind of novelty in cafes, I thought it was one of the saddest things I had ever seen. Wasn’t the point of going to a café to be around people? Who would go to a café and then sit on a terminal and type messages to people who were somewhere else?

    Seven years of freelancing and periodic telecommuting later, I understand. Working at the café is social in a non-social way. We get proximity but not interaction.

    Today however, we got Live Social Interaction. There must be a tipping point of crowdedness or unusualness that causes people to break the invisible barriers and interact–collaborate, really–in a way that our normal social conventions and level of insularity preclude.

    The irony is that it takes a storm or a disaster to break these barriers. I’ve never met anyone who doesn’t really enjoy connecting with people in this way, which begs the question: why don’t we just live like this all the time?

    Sad update: ChittahChattah Flickies

    • As of this writing, flickr has decided my account is not active. After uploading 5000 pictures and while in the midst of a big trip? Let’s see how long it takes them to restore things (as this seems to be some sort of known problem that is happening with some accounts)
    • Update:

      We took a look into the issue with this account. It appears your “steve.portigal” account was deleted by someone who had access to your Yahoo! ID and password. Investigating, we think there is a possibility your account was phished.

      In short, in most cases when someone’s account has been phished, a link to a fake Flickr page was left on a photo. Often it is a link that was left for a bogus award. These are usually fake login pages that send the ID and password to the person who has posted this fake page. In a small number of cases, invasive software has been installed that logs keystrokes on the Windows operating system. We have no way to know how you were affected, we do want to make this clear.

      Unfortunately the content from the account cannot be restored. When accounts are deleted by someone who has access to the ID and password, we presume it to be the person who created that ID and is acting upon their wishes and then the data is deleted. We can restore the account itself which will restore it’s pro status.

      We are definitely sorry this has happened. We know this is disruptive to your experience on Flickr and work you have created is lost. We don’t like seeing this affect our community.

    “The ultimate tech accessory”

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    These full page ads for Audéo have been running in magazines for the past few months.

    The copy tell us that “hearing is inversely proportional to your life experience.” What an incredible reframe this is! Aging becomes experience, with a real vanity appeal (the more experience you’ve had, the more you are like this rock-n-roll dude, the more you have hearing loss). Hearing aid becomes tech accessory or even better personal communication assistant (both phrases that appear in the ad).

    The cliche is that eyeglasses make you look smart; will a hearing aid (or personal audio monitoring system) make you look tough? Sure, if I was a traditional candidate for this product, I’d rather get something cool that reinforces a positive sense of self, but is the manufacturer Phonak going to be able to grow the market by getting new customers into on-board acoustic support?

    Japan’s new education model is India?

    Excerpted from this story

    Japan is suffering a crisis of confidence about its ability to compete with its emerging Asian rivals, China and India. One result has been a growing craze for Indian education.

    Many are looking for lessons from India, seen by many in Japan as the world’s ascendant education superpower.

    Bookstores are filled with titles like “Extreme Indian Arithmetic Drills” and “The Unknown Secrets of the Indians.” Newspapers carry reports of Indian children memorizing multiplication tables far beyond nine times nine, the standard in Japan. And the few Indian international schools in Japan are reporting a surge in applications from Japanese families.

    At the Little Angels English Academy & International Kindergarten, the textbooks are from India, most of the teachers are South Asian, and classroom posters depict animals out of Indian tales, including dancing elephants in plumed turbans.

    Little Angels is in Mikata, a Tokyo suburb. Only 1 of its 45 students is Indian. Most are Japanese.

    As with many new things in Japan, the interest in Indian-style education has become a social fad, with everyone suddenly piling on.

    Indian education is a frequent topic in public forums, from talk shows to conferences on education. Popular books claim to reveal the Indian secrets for multiplying and dividing multiple-digit numbers.

    Interesting to see how “foreign” India may be to the Japanese, such that a mythology emerges. Reminds me of the tantric sex mythology (one of many, no doubt, over the centuries) that the West has built up around India.

    Pop Culture Osmosis, Tokyo (part 1)

    What sort of stuff is “popular” in another country? How do we, as visitors, experience, catalog or contextuallize pop culture? More posts on this to come.

    Being in Japan means constant encounters with kawaii, or cute, characters. Some will be familiar to visitors, whether imported (i.e., Stitch, Snoopy, Miffy, Mickey, Pooh, Pink Panther) or domestic (i.e., Hello Kitty, Totoro, Domo-kun). We were intrigued to come across a new character, then, and wondered who he was.

    A display at Tokyu Hands featured this plush toy and a catchy song, in Japanese.
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    Then we saw him (with friends) in an arcade window.
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    And then we saw a complete window display in Harajuku featuring this (presumed) bug.
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    And that gave me something to Google: bug, and mono comme ca (the name of the store). Success! It’s the Bottom Biting Bug (Oshiri Kajiri Mushi).

    As my New Year’s Gift to you all, then, here is the video, with subtitles in Japanese and English. This is what started it all, and is an awesome, awesome earworm. Someday soon, very soon, you will awaken with a slight startle, and as the real world comes into grey focus, you’ll grasp at the fading threads of your dream only to realize that it’s been the Bottom Biting Bug song as your internal, nocturnal soundtrack.

    うるまでるび|おしりかじり虫|UDTV

    Biting is important business, indeed.

    Note: the first of what should be over 1000 images and stories are up on flickr here.

    Maximum Story

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    I’ve mentioned Maximum City: Bombay Lost and Found by Suketu Mehta in a previous post, but thought it was worth its own post now that I’ve finally finished it.

    We learned about this book on our 2006 trip to India, but it took me over a year to finally get to it.

    The book is Suketu Mehta’s collection of stories from his return to India after 21 years. He’s an insider and an outsider all at once. He shares his own experiences (say, in trying to rent an apartment, or get his kids into a decent school) but also picks a number of different subcultures (life in the slums, commuting, gangsters, Bollywood, sex workers, homeless artists, religion, politics, law enforcement) and goes deep. He develops intense relationships over time and tells the stories of the characters he encounters, many of whom live outside the norms that most of us could tolerate. He goes deep enough that as a writer, he’s pulled into writing a screenplay for a Bollywood film.

    Although he goes into these subcultures as individual forays, many of the threads overlap (Bollywood and gangsters, the police and politics and religion, etc. etc.) and collide and so a more complete portrait begins to emerge.

    I really appreciated having my own experiences contextualized by the author’s similar (if much more extreme) personal experiences and subsequent explanation, and then the opportunity to see so much further into the city, as an icon of Indian life. This is classic participant-observation. What’s the Hindi word for gonzo? How’s about gonzoti?

    There’s a lot of exuberance about India nowadays and I think that needs to be tempered with some other perspectives. It’s not necessarily an easy place to live, work, visit, or develop.

    Talk to the 5th guy

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    The 5th guy is a public health awareness campaign from the Florida Department of Health. It

    illustrates a simple point – most people respect certain hygienic norms. They stay home when they are sick. They cover their cough with their arm or a tissue. And they wash their hands, especially after using the restroom. There is observational data on that: The American Society for Microbiology sent researchers into public rest rooms to watch what people do. They found that four out of five people wash their hands after using the restroom. Thus was born the campaign’s central character: the “Fifth Guy.” In the ads, this fifth guy – played by a wonderful comic actor named Ben Spring – keeps making the wrong choices and suffering the social consequences as a result. The take-away message is: Unless you are staying home when sick, covering your cough with an arm or a tissue, and washing your hands often, you’re a fifth guy, an outlier. That’s the motivation. No one wants to be a fifth guy – to be that one person everyone whispers about.

    It’s interesting to think about the line between playing on social norms and shame-based advertising. Advertising is often about encouraging you to take some action, telling you that you should take action, telling you that everyone else is doing it are basic forms of persuasion.

    Florida is trying to encourage what they claim is a dominant behavior, as opposed to trying to create a new behavior, so pointing to the majority makes sense.

    Many years ago I worked on a project for Unilever. They were considering the challenge of “on-the-go cleansing” — people away from the place (the bathroom at home) where they normally use Unilever products. I think the timing was just before “germophobia” went mainstream. The people we observed and interviewed were experiencing a serious tension between the need to protect themselves from germs and the need to behave normally.

    You were expected to shake hands with someone in a social setting, but you were also made aware of the fact that that person’s hands were covered in germs. You were expected to share food with colleagues and friends, but you may not know if someone else put their hands in the candy bowl without washing them. And you weren’t allowed to pay too much attention to your own cleanliness, lest you be seen as having a mental illness (i.e., OCD).

    We identified several strategies for Unilever to use. One of them, like the 5th guy campaign, involved making things normal by making them common. The box of office tissue that everyone takes from, or the skin lotion pump that is used by colleagues at work are both examples. Everyone uses them, therefore it’s normal, therefore it’s okay.

    Another strategy involved creating hidden usage opportunities, where new cleaning behaviors could take surreptitiously, in a pocket, or in the pages of a book.

    And a strategy that lived between those two was to mask new behaviors as existing normal activities. For example, makers of insulin pens have begun to make their devices to look more like pens than syringes.

    I hope there’s good data with this Florida initiative, but I suspect some of the biggest change has already taken place, within the organization itself. I remember that our clients at Unilever worked hard to grasp the depth of the struggles we shared with them; indeed, they kept referring to the “people with OCD” as we reiterated that most people had these very concerns over germs but did not want to be assumed to have OCD. Our clients were participants in the culture they were seeking to understand and getting to that new perspective took a lot of work on both sides. The (what I presume to be) new thinking exhibited by the Floridians is encouraging.

    ChittahChattah Quickies

    ChittahChattah Quickies

    • Didn’t care much for his discussion of the work of director Yasujiro Ozu, but Wenders’ exploration of 1983 Tokyo is fascinating (even its datedness is revelatory). Lingering exploration of pachinko players. Best part follows the process of making fake food to be displayed in restaurant windows.

    ChittahChattah Quickies

    • The city of Amsterdam will clean up its infamous “red light” district to fight human trafficking, money laundering and drug abuse and replace prostitutes’ windows with upmarket boutiques. “The romantic picture of the area is outdated…We don’t want to get rid of prostitutes…
    • Sunnyvale, CA.
      Saturday March 1, 2008
      10:00 AM-6:00 PM

    Social adaptation overrides technology affordances

    I received an email last week that stated, in part

    My boss is away for the next week or two but I will forward her your e-mail when she returns.

    This gave me pause.

    Of course, you could forward the email any time you want, and it’ll just be held the boss’s inbox until she returns. The technology (store-and-forward) affords that quite nicely. From a technological point of view, my correspondent “should” forward the message immediately and get on with her day.

    But my correspondent suspects that’s not the best way to do things, because there’s people in this system. And people behave to optimize against different constraints than technology does. We all have our little usage rules, and we all adjust our usage of technology in order to be most successful.

    Perhaps the boss is checking email while she’s away, and will discard anything not mission-critical. Or perhaps the boss isn’t checking email, but will be burdened with a huge number of messages in her inbox when she returns. My correspondent is respecting her boss by not contributing to that, and respecting me by “handling” my email properly.

    We’ve helped a few clients understand how their customers’ work cultures have evolved to the point where there are complete-but-unwritten rule sets for sharing documents, information, collaboration, communicating via telephone, email, and IM, and most other “work” activities. As the tools change, the behaviors change.

    Compare and contrast (Paris and London, September 07)

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    Trash receptacles such as this are very common in Paris. The words on the bag translate as Vigilance and Cleanliness. The bag is transparent so anything discarded is still visible. London, presumably because they have more recently experienced terrorist bombings, has no (or almost no) rubbish containers.

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    Paris uses painted metal barricades…

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    …while London uses these open-structured plastic segments to block off areas for construction. Other than path dependence (that’s just how they’ve always done it), why?

    What I Read On My Vacation

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    Where Were You by Rob Walker
    Walker collects a year’s worth of reactions to various obituaries. While I admire his lo-fi approach to turning a habit into a publication, and acknowledge that he promised very little except “here it is” I mostly found this unsatisfying. Walker is a good storyteller, journalist, writer, etc. He gets his facts in line and then tells us what it means. He (by design) doesn’t do that here. And so you get a lot of “I didn’t really know this…” or “I don’t really care about that” which mostly generates a squawk reaction in me. What?! How could you not know….how could you think that…etc. etc. And that isn’t pleasant. It was a quick experiment as a reader, so no regrets.

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    How to Think Like a Great Graphic Designer by Debbie Millman
    This is the sort of book I’d imagined writing someday – sitting down with a bunch of folks in a similar field and interviewing them. I ran an impromptu panel discussion at a regional IDSA event in 2004 where I did just that. And I’ve done a few podcasts for Core77 (including one with Debbie Millman). For the most part, this book was fascinating. It’s a powerful demonstration of how crucial rapport is to a good interview. In many cases, Debbie is interviewing people with whom she has a historical relationship, and so that rapport comes from friendship/colleagueship. In other cases, she’s encountering them for the first time in their (in-person or email) interview. I’m not sure, but I think I can tell the difference; certainly the in-person interviews range wider and allow for more following up and clarification, and that’s often where the good stuff comes out.

    The subjects are all prominent in the graphic design field (although many of them were names I did not know) and many of the questions are exactly the same; this reveals itself more in the email interviews where the lack of opportunity to follow-up creates a disappointing sameness. By the end of the book, I was pretty bored in the same questions over and over again. I could see cutting out some of the interviews and letting the remaining ones go a little longer.

    The book is mostly fascinating, however. Some themes and characteristics emerge: relevance, ego, humility and insecurity, thoughts on creativity and collaboration, and what I found to be the biggest personal a-ha – the relationship of other professional-level endeavors to support the primary one. These folks all identify as designers, but most of them also express themselves as painters or writers, and tell a coherent story as to how that activity is a critical complementary pillar to their design process/identity. Maybe that’s true for many of us; do we talk about it enough or is there a concern that this will dilute our perceived quality in our primary professional identity. Certainly for me, writing and photography feed into the work I do with our clients. I’ve advocated for others to develop these secondary pieces in order to support their main work. Still, it was gratifying to see that emerge strongly and consistently across these thought leaders.

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    Rochdale: The Runaway College by David Sharpe
    My time at University of Toronto was blocks away from this rather drab senior center; one day I heard from one of my residence pals that said building had once been a den of hippiedom, an out-of-control social experiment. I picked up bits and pieces over the years, but this was my first chance to read an in-depth history of the Rochdale experiment. It’s a perfect artifact of the 60s idealism/naivete giving way to abuse, crime, drugs, financial ruin, and every other form of entropy.

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    Cat’s Cradle by Kurt Vonnegut
    I know we’re supposed to love Vonnegut for his sadly wry commentary about the nature of man, but this is my third Vonnegut in a short time and I have been left wanting each time.

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    Dogs and Demons: Tales from the Dark Side of Japan by Alex Kerr
    I just started this book in advance of our trip to Japan in just a couple of weeks!

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    Around the World in 57 1/2 Gigs by Dave Bidini
    What is it about the Canadian book publishing industry that they can’t afford copy editors? Bidini tells a story about how in the early days of his band (the Rheostatics) they blew off a record exec who got the name of an XTC album wrong. But Bidini makes a couple of errors himself when referring to the titles of popular rock songs (while he’s being dismissive of those songs, even); his publisher should make sure he doesn’t look like a hypocrite! Anyway, it’s another round-the-world book from Bidini. In 2002 he went across the globe to play hockey in strange places, here he’s playing rock-n-roll in strange places. His adventures are great, his writing is improving (editing notwithstanding), and he’s fairly fearless in engaging with strangers across the barriers of culture, politics, alcohol, and hunger.

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    Woken Furies by Richard K. Morgan
    All the books in this series are complex, mysterious, hardboiled, techy, and filled with action. I love ’em.

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    JPod by Douglas Coupland
    I’m already on record objecting to this book, since Coupland figures as a character. I finally read the book (rather than criticizing it without having read it) and it was…okay. The parts with Coupland were extremely distracting, taking you out of the narrative to wonder why the author put himself in the book, why the author had the narrator despise Coupland so. Is that clever irony, oh, Coupland wrote the book but he’s using someone else to talk crap about him? It’s really him that’s saying that? See…distracting. Otherwise, it was a satisfactory Coupland romp, without the soul-cutting brilliance that a third of his books reaches. Oh, and J-pod has nothing to do with Japan or iPods. Phew.

    Steve Portigal’s upcoming column in Interactions Magazine

    I’ll be contributing a regular column to Interactions Magazine in 2008. I can’t wait til the issues ship and their website goes live!

    We see a world rich with culture, emotion and human connections. The human-built world has afforded a sense of beauty, sublimity and resonance, and through our advancements in technology can come advances in society. At the heart of these advances are interactions: conversations and dialogues. Interactions exists to tie together experiences, people and technology, and to provide an international venue for dialogue and the forging of relationships.

    A spiciness that is hard to describe

    Sites like Canada Only demonstrate the emotional draw of food from home. I’d love some Shreddies, butter tarts, or Aero bars. But if you’re African, maybe you’re hungering for bushmeat (the “meat of African wild game…in this case, pieces of baboon, green monkey and warthog”).

    Prosecutors, meanwhile, cast Ms. Manneh as a thriving businesswoman, “selling traditional African foods to immigrants who undoubtedly miss home,” as Mr. Green put it in his response. He compared the meat to ham, reasoning that the tradition of serving ham on Easter “does not render ham a sacred, religious food.”

    Outside the courtroom on Tuesday, Corinthian was fuming. She said she has eaten dried monkey meat, which has the ropy consistency of beef jerky, and does not understand why government objects to it.

    Until fairly recently, bushmeat was sold openly in immigrant neighborhoods, said Dr. Wonkeryor, who teaches in the African-American studies department at Temple University. He said the case against Ms. Manneh has made it more expensive and hard to find.

    Several immigrants acknowledged interest in the case but were loath to comment on what has become a sensitive issue. One man noted only that a small amount of bushmeat can change the character of a stew, adding a spiciness that is hard to describe.

    The Rev. Philip Saywrayne, pastor of Christ Assembly Lutheran Church on Staten Island, said many people in the community are accustomed to carrying small amounts of bushmeat back from Africa. They remain puzzled about what American law allows, he said, and worried for Ms. Manneh.

    This further raises my suspicions about Gorilla Barbecue, just around the corner from our office.

    ChittahChattah Quickies

    Fruit 2.0

    It’s great to see an awareness of user experience popping up in humble, low-tech places. Grabbing an apple yesterday, I discovered the small arrow pictured below at the top of the sticker, telling me exactly how to get the label off my fruit. Delightful. No apple under my fingernails on this one.

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    User Interface

    And last week, I had another fruit-related experience that, while not as unequivocally positive, was still thought-provoking.

    I poured myself a bowl of cereal-no raisins. Looked all through the plastic liner bag-no raisins. Figured I had defective cereal. Then I noticed a little yellow callout on the box-“Stay Fresh Fruit Pouch Inside Box.”

    Sure enough, there it was at the bottom of the box-a silver foil pouch full of raisins. The experience promised by Health Valley on the pouch: eternally fresh, plump raisins and my choice as to the cereal/raisin ratio for each bowl.

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    Custom Cereal

    While I still think I prefer having my cereal pre-mixed and ready-to-pour, I do appreciate the concept of this approach-the appeal to freshness and personal tailoring. Though I’d suggest that Health Valley do a better job calling attention to their packaging system, so that people don’t have to go through the same terrible moment of perceived raisinlessness that I did.

    Foreign foods in foreign lands

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    Although we were dazzled by the array of Asian cuisines available in the food halls at Taipei 101 we observed the biggest (and most eager) crowd at the KFC. We were further surprised to note the Air Canada promotion (amusingly inaccurate translation here including surprising use of the word urine) where, to honor the culture and flavors of Canada, they’re selling a traditional Chinese egg tart drizzled with maple syrup. We passed, thanks (we had hoped it was a traditional Canadian butter tart, but no luck).

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    The outside of the KFC stand was decorated with retro Americana and historical brand imagery.

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    The American Road Trip promotion at TGI Friday’s
    Around the corner was TGI Friday’s, with an American-themed promotion, throwing together states, highways, and foods that might believably (in Taiwan, I guess) carry a geographic association: Kansas Cinnadunker Donuts, Illinois Mushroom Steak, California Shrimp Martini, Missouri Chicken Parmesan, Texas Dragonfire Chicken, Arizona Cape Cod Shrimp Louie, and New Mexico Tortilla Tilapia.

    Check out the press release for this promotion.

    Movie lovers must have seen car chase scenes on American inter-state highways, the most notable of which is the No 66 Highway. The new menu features characteristic foods of the eight states through which the No 66 inter-state highway runs. That would include Texas, New Mexico, Illinois, Missouri, Kansas, Oklahoma, Arizona, and California.

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    Start spreading the news
    Although not a food venue specifically, it’s worth pointing out the New York, New York shopping mall, noted for the presence of American brands.

    It’s a curious part of the experience of being a foreigner — in addition to noting the things that seem strange (and some of those will be appearing here eventually), in our global world we are likely to encounter things that we expect to be familiar, yet through someone else’s lenses they are very very different.

    Passing the buckskin

    Lululemon got into trouble last month for selling clothing made from a seaweed-based fabric that supposedly had many unique properties. But independent tests revealed that the material was just cotton, and performed like cotton.

    Mr. Wilson added that the company probably did not have enough money to test the material back when it started using it 18 months ago. When asked about Lululemon’s product tags and the claims about vitamins and minerals, he said, “That’s coming from the manufacturer. If you feel the fabric, it feels a lot different.”

    And it gets even more laughable in the followup story

    When told earlier this week about the Times’s test, Dennis Wilson, the founder, chairman and chief product designer, said: “If you actually put it on and wear it, it is different from cotton. That’s my only test of it.”

    Every trend has a counter-trend

    In The Paradox of Choice: Why More Is Less and The Substance of Style we learn about the dramatic increase in choice for so many products and services, why that is, and what it means to our experience with those products and services.

    But let’s not forget that things go other way as well. Like the banana convergence I blogged about before, apples are a paradox of limited choice.

    The United States was once home to more than 10,000 named apple varieties, but nowadays it’s hard to find more than a handful, even at farmers’ markets.

    Although theories like those authors put forward (and I’ll throw in the Long Tail too) are useful lenses to help make sense of out what we see there often completely opposite gravities occurring simultaneously. But hey, culture is a complex beast, isn’t it? Because both of the contradictory trends are indeed true.

    Biiru in Tokyo (or Kyoto)?

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    Steve in Tokyo, 2000

    Although we’re still recovering from Bali and Taipei (more pictures and stories coming soon), we’re headed back to Asia at the end of this month. If any folks out there would like to meet for hot-coffee-in-a-can or biiru in Tokyo (Dec. 25 to Jan 2.) or Kyoto (Jan 2. to Jan. 5), let me know.

    Archives of American Ephemera

    I recently discovered the Prelinger Archives of American Ephemera-
    an amazing collection of advertising, educational, industrial, and
    amateur films.

    For anyone into these types of artifacts, this is a veritable buffet.

    Design fans, I heartily recommend checking out American Look:
    a lovely piece of Chevrolet-sponsored cultural self-definition from 1958:

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    American Look Part One

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    American Look Part Two

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    American Look Part Three

    Dissuasive Design

    As Stephen Colbert would say, “A wag of the finger” to LimeWire for their somewhat misguided attempt to persuade me, within their software interface, to upgrade to LimeWire pro.

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    There are examples all over the web of the use of Persuasive Design to guide user actions toward preferred outcomes like purchasing, joining and contributing.

    Designer and author Andrew Chak says persuasive design is “really about “supporting the decision process.”

    When I’m being upsold, it’s quite possible that my decision will be “no.” In that case, the choices “Later,” “Yes,” and “Why” don’t support me-they confuse me, and keep me from doing what I’m there to do. And that only makes me angry.

    Hot Wings

    My dad received the following offer in the mail: a chance to win a free cremation. If he enters, he’ll have a chance to win each month!

    free-cremation.jpg

    They don’t specify, but I guess that must be each month until you die?

    What’s especially fascinating is their connection between cremation and mobility:

    “With everyone moving around these days,
    placing a loved one in a ‘local’ cemetery
    may not be as functional as it used to be.”

    Portigal Consulting has been doing some projects recently on mobile devices, but I never thought to include cremation urns in that category.

    The best part of the letter is the disclaimer at the end of the second page:

    “Please accept our apologies if this letter
    has reached you at a time of serious illness
    or death in your family.”

    How compassionate.

    Free Air

    No such thing as a free lunch-or practically a free anything-these days, unless you happen to be a Breatharian. A cafe in San Jose will rent you electricity for $1.00 an hour.

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    And in Felton, where I live, there’s a protracted struggle going on to buy the town’s water system back from California American Water, a subsidiary of the multinational company RWE. Water is generally quite abundant here (the annual average rainfall is 47.68 inches), and most of us spend time every winter battling its incursion into our living spaces. So it’s particularly ironic that we have to then purchase it from a company based in Germany.

    Goodyear, on the other hand, is generous with their resources.

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    Breatharians eat free!

    Folding the Land

    Years ago, back in Boston, I had a housemate named Bitali, from Papua New Guinea. Over root beers in the kitchen one night, he described to me how when PNGers had a long journey to undertake, they would “fold the land,” to decrease the distance between their departure point and their destination. They would fold the land, and then just step over the fold and be at their destination.

    After a recent San Francisco to Los Angeles trip on United Airlines, with multiple-hour delays in both directions (Not enough planes? Not enough pilots?), Bitali’s way of getting around seems even more appealing. And is it really any less plausible than climbing into an enormous steel bird to get where you’re going?

    I Need Flunch

    Came across Flunch when I was in Paris.
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    I guess it’s popular enough that two of their locations (above) are on the same block. I was amused at how ugly that name is in English, though. Flubber biscuit? Definitely not appealing to my culturally-based linguistic sense.

    Young Americans

    The other day I was looking for a blender and happened across the “Bowie Collection” at Target.

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    It’s interesting to see how designer Keenan Duffty has synthesized his interpretation of Bowie’s look-described on the Target page as “edgy and sophisticated”-into a few broad strokes. The hat, the vest, the sashed coat.

    Here’s David talking with Dick Cavett in 1974 about a variety of topics, including his clothing. During the interview, Cavett asks Bowie whether he can picture himself at 60. In a manner of speaking, Bowie has let Target and Duffty do the picturing for him. Gee my life’s a funny thing.

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    watch video

    Food as symbol of belongingness

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    A couple of months ago I spent a couple of weeks in London on-site with a client, meeting with different players and learning about how they did things, and how they were using the products they were developing.

    This company is in the finance industry which has a pretty specific culture: high energy, male dominated, very social, very competitive. I was there as an outsider and I was obviously an outsider…strangely dressed, from “Silicon Valley” (one person I met with revealed that they had been anticipating my arrival by referring to me as Silicone Man, because, in part, they didn’t know my name), and of course asking a lot of ridiculous questions.

    The trading floor (essentially rooms with rows of desks that have 3-6 monitors each) has a very hierarchical culture. For example, the young guys run out every day and bring back food for the other guys. One day I was working on the floor during lunch; the team I was with asked me if I wanted lunch, so I placed an order with two young traders from France, as they went out to Wagamama (or as they called it, Wags).

    When the food arrived, one of the brokers noticed me with my bucket of noodles and announced to everyone “Hey, Steve is having lunch on the desk! Now he’s really and truly one of us!”

    Being overtly included is always touching; I was struck by the power of the shared dining ritual (which in this case was simply the ordering, then we all sat at our desks with our computers and ate and worked) to delineate that inclusion.

    I responded by announcing that one of the tools I use in my work is participant observation. “Oh…” he said, “We learn something new every day!”

    What symbols stand for

    In Suketu Mehta’s stunning Maximum City: Bombay Lost and Found is the following passage

    I ask him about the rituals of the renunciation. He gives me a parable. A long time ago, a man was conducting a wedding. A cat was running around the marriage hall, disturbing things. So he tied it to a pillar. Afterward generations of the man’s family, whenever they had a wedding, found a cat and tied it to one pillar of the hall, believing it to be a required wedding custom. The goings-on around this diksha, the doctor says, are like that cat tied to the pillar: The original meaning has been lost, and people are just doing it because that it how it has always been done.

    Reader’s Digest reports, via the New York Times about the growing presence of fake wedding cakes. Average price for a wedding cake is $543, and

    “For as low as $100, you can snag a pretty good replica made out of foam, with a secret compartment tucked in the back for hiding that special first piece,” the article states.

    It’s intriguing to play an Idiocracy-esque futurist and imagine how the ritual will decay (or is that evolve?) further. In 50 years will we wave a knife around and toss sugar packets, to symbolize the symbols of the cake and the cutting-of-the-cake?

    Anne points out the similarity to the Roast Beef story where successive generations cut the ends of the roast beef because that is how they were taught. When they go all the way back to the origin, it turns out they didn’t have a big enough pan and so that “ritual” was simply a coping mechanism.

    Learn more about cake rental at CakeRental.com.

    Breathe their air

    Social Technologies is trying to do some of what we looked at last year with CultureVenture.

    An interesting new report from Ernst & Young found that there continues to be enormous enthusiasm among investment firms around the world for initiatives and investments in the BRIC markets, “but that only about 29% of deals are completed because executives are not visiting the countries and learning about the local cultures,” according to a recent article in the New Yorker.

    We urge our clients to educate themselves about and immerse themselves in the markets they are trying to understand. To help with this, Social Technologies will host a series of Futures Expeditions to Brazil, Russia, India, and China over the next two years.

    They’ve taken a bigger risk by committing to the research before they’ve got the clients signed up, but they are also offering a one-size fits all solution. I am sure there will be learning, but I’d still prefer to offer (and participate in) a custom venture.

    Designing TV Brands and Experiences

    courttv.jpg
    Boiled down from a bullet-pointy Fast Company piece that is heavy on highlight but makes me hunger for details.

    Get more people to tune in to Court TV

    The key has been to think like a consumer-products marketer…create a clear identity for each network.

    Research revealed that the viewers of Court TV’s prime-time shows include two main groups: mystery solvers, typically women ages 25 to 54 who enjoy piecing together a story to solve a problem, and “real engagers,” young men who like true stories that take them places they wouldn’t otherwise go.

    [So,] change the name. Court TV evokes images of criminals. The channel will relaunch as truTV.

    Before truTV debuts, Koonin will send researchers into the homes of target viewers to gather information, much as Intuit famously does with its software.

    Dim Prospects

    warmdimmer.jpg
    These dimmer switches are new and they will always be warm to the touch

    Seen in a lecture hall at the Berkeley School of Information. Presumably maintenance got fed up with responding to what they deemed to be false alarms. I’m no electrician, but I do have to wonder about dimmers that are warm enough to warrant a service call.

    Debbie Millman and Alan Dye


    Alan Dye, originally uploaded by debbie millman.


    Originally uploaded by debbie millman.

    Last night I went to the AIGA’sDesign Matters Live featuring Alan Dye interviewed by Debbie Millman (who I did a fun podcast with a few months ago).

    I was fairly out of my element; the first presenter gave a tutorial on how to use Illustrator and Photoshop (and InDesign) to do things like Layer Comps. He explained it very well, but there were moments when a nifty way of doing something would evoke yelps of delight from the audience, many of whom who were using the same applications to solve some of the same problems. I’m definitely not one of those people, however.

    I didn’t know anything about Alan Dye, either. He’s a creative director at Apple; I’m not entirely sure what that job title refers to. He’s worked at Kate Spade, I would think they make purses, but that’s probably all I knew.

    But what Debbie does is get great people in, and have great conversations with them. She and Alan had a great dialog as they walked through his career, with lots of anecdotes that provided insight into one person’s creative process, layered against different work processes and company cultures. This was not any sort of ethnography, but the frisson from hearing someone share their stories was similar.

    Two particularly cool points in the interview:

    • The Adobe demo used a bunch of Alan’s files (designs for a book cover, and a magazine cover) and when Alan came on stage he expressed some distress over the fact that “all the type was defaulting.” He was referring (I think) to the fact that the his machine and the demo machine were configured differently and the fonts in the demo were not the fonts that he was using in his designs, and so were not appearing correctly. I mostly just liked the phrase; such an insider’s way of putting it.
    • Alan related a story about a focus group gone typically wrong, when they showed some Molson labels to some 20-year old guys in Philadelphia. One participant cast himself as the alpha male and declared that it looked like a “gay beer” and of course, no one else in the group was willing to say “Well, I kinda like it…” Alan described his preference to really talk with people and observe them. That comment isn’t so radical, but the fact that it comes from a leader in the graphic design community (not historically the most user-centered of design practices) is awesome.

    You can check out archived Design Matters broadcasts here (and these feature one of the best parts: Debbie’s articulate state-of-the-world rants that lead off each episode). No link to Alan’s site because he doesn’t have one (yet, as he told me afterwards).

    Update: a short film based on this event has just been posted

    Free as in coffee

    Now Bay Area Starbucks shops offer free iTunes access


    The new service lets customers shop for music wirelessly through iTunes at Starbucks for free.


    The iTunes Wi-Fi Music Store operates on the new iPod Touch, iPhone and Wi-Fi-enabled PCs and Macs using one of the latest versions of iTunes. Users are automatically connected to the coffee shop’s wireless Internet network and can see – and purchase – the song that’s currently playing in the store. Each coffee shop is configured individually so that the song piped through the store’s speakers is the same song that appears on the front page of the user’s iTunes.

    The free wireless Internet access also only applies to the iTunes Store. Consumers still need to pay to access any other parts of the Web through Starbucks’ partnership with T-Mobile.

    This is just terrible writing. Access to the iTunes store is free? How is that newsworthy? There’s news to be had here, but spinning up the free angle is just ludicrous. Did the journalist just swallow the press release and not really think about what new service was? Need they also point out that Starbucks provides free parking, restrooms, and now oxygen?

    Peeling The Onion

    From our Design Research Methods class, some observations from an interviewing exercise.

    The scenario was to conduct interviews in order to uncover opportunities in helping people to manage food, meals, nutrition, etc.

    The question asked was
    What are the challenges you face in meal preparation?

    Of course, that question is flawed because it presumes that there are indeed challenges. This was evident when the respondent struggled with how to answer outside the frame of the question.

    An alternative might be
    Are there any challenges in meal preparation?
    which is is more open-ended.

    But better still is
    What are your feelings about the experience of meal-preparation?
    since it doesn’t put the label challenges into play. It would be important to understand the labels the person being interviewed places on the different aspects of their experience, and to use their terminology to probe further.

    Also worth noting is that the original question came right off the sample interview guide I distributed. Sometimes the interview guide is a tool to document “questions you want answers to” rather than “questions you want to ask”; doing fieldwork involves a lot of translation back and forth between the two.

    ChittahChattah Quickies

    • A type of case for DVDs, videogames and sometimes CDs. What a horrible name. Packaging engineers creating words that the industry picks up and eventually the people that buy this stuff are forced to negotiate.

    Neologism du jour: Google pr0nrank

    I may not be the first to air this idea, but I’ll give it a shot anyway. Google pr0nrank refers to the number of Google Image Search pages it takes to reach a NSFW/dirty/titillating image for a given search term.

    winston churchill is 48; an image of a bodily organ near a face appears on the 48th page of results.

    aficionado is 1. The first row of results contain suggestive bikini ladies.

    In neither case, of course, was I expecting to find such images.

    Telecommunication and etiquette norms

    Like the digital equivalent of an IZOD gator, email programs insert small branded tags in the “.signature” portion of the message.

    Free webmail services like hotmail, yahoo, and MSN have their ads

    _________________________________________________________________
    Express yourself with MSN Messenger 6.0 — download now!
    http://www.msnmessenger-download.com/tracking/reach_general

    and

    ——————————————————————————–
    Don’t pick lemons.
    See all the new 2007 cars at Yahoo! Autos.

    While in recent years we’ve got the device specific sigs. The first one I really noticed was

    Sent from my Blackberry

    and of course the superest of coolest

    Sent from my iPhone

    These little tags (and think of the tags on Levi’s jeans or skin tags, more than folksonomies) advertise the product (as with the Yahoo et. al examples) but they also tell you something about the person. I’ve got one of these. Beyond that, the message might be I’m cool enough to have an iPhone, or I’m lucky enough to work someplace where they buy me a Blackberry.

    levis-pocket.jpg

    But they also tell you something else. I wrote this message in some situation you can’t possibly (and probably shouldn’t) imagine, when I had a few seconds to kill er um spend responding to you, away from a full keyboard where I could hit my expansive wpm and correct the embarrassing typos. Just like when we call someone on their cell phone, we may not know where we’re reaching them and therefore how the interaction will proceed, when we get an email from a mobile device, we can’t assume the normal context of use (computer, full screen, full keyboard, some time committed to the act).

    And so I was tickled to get an email over the weekend that included this customized .signature

    Apologies for brevity and any blunders in spelling; this was sent from my iPhone.

    Nicely done. I don’t know how to change the iPhone signature, and I realized upon seeing this version that I’d just always assumed that my correspondents would know how to interpret the default. But I’m probably expecting way more empathy that anyone has time for.

    Horizon effect

    When we were in Hong Kong last year, we took the tram up to Victoria Peak. The experience is quite dramatic, crawling up an incredibly steep incline.
    victoriapeak.jpg
    Since it’s on a cable, at each stop along the way you feel the sway up and down until the doors open, and of course all the blood is rushing to the back of your brain, and the world outside the train is diagonal. Multisensory displacement!

    I was intrigued, then, to see the funiculaire at Sacre-Coeur in Paris.
    sacrecouer.jpg
    sacrecouer2.jpg

    It’s a clever design that keeps the passengers oriented in a more horizontal fashion. Simpler and easier, and between the two contrasting modes is perhaps a nice commentary on the different cultures.

    ChittahChattah Quickies

    • “One Best of Show winner will get US $1,000 in cold, hard cash.” I want to see a photograph of a winner and their cash. Because I don’t believe them. “Cash” means “check” in these situations. What organization can deal with the tax implications of giving out currency instead of a properly documented check? Not I.D. Mag, I’m betting.

    Mental Models

    Last weekend we took in a cheesy exhibit about Da Vinci. I was struck by this image.
    da-vinci-and-the-brain.gif
    Da Vinci is suggesting a physical connection between the eyes and the brain; that the eyes are almost external-facing brain organs. I don’t know anatomy (beyond what’s on the outside) so I don’t know if this is accurate, presumably it was based on some dissection work. But the representation suggestions a mental model of how things work up there; the windows to the soul are linked right into the house of the soul.

    Most of us have come across the hipster-geek phrenology heads at one point or another.
    phrenologicalchart.jpg
    phrenology.gif

    Interesting to consider this image, then.
    brainvessels.jpg
    which connotes a scientific accuracy, tied to machines, computers, technology and of course, objectivity. How will these images be interpreted in 300 years? Will they be just as quaint and amusing as the other ones seem to us?

    This page takes a thorough and scholarly approach about the history of representations of mental mapping, plus they have some more cool pictures!

    How to flush?

    whereflush.jpg

    Another toilet picture, dedicated to Gene, who I influenced with my healthy interest in toilet interactions.

    From my hotel room in Paris last month. How do you flush this one? Turns out that it’s the middle silver panel. Although there’s little visual indication, the panel is hinged behind just enough that it can be pushed along the bottom. There are almost-invisible letters on the bottom right corner. The left and right panels do nothing, by the way.

    At first I thought that circle-in-a-square was some flush button, but it’s a deodorant puck.

    Previously here and here.

    ChittahChattah Quickies

    More on noticing and reflecting

    Recently I wrote about the importance of practicing our noticing and reflecting skills. A few weeks ago I read on MetaFilter about John Stilgoe “a professor at Harvard who teaches his students how to, among other things, mindfully observe the urban and suburban environments they inhabit.”

    I bought his book Outside Lies Magic, and although the book itself is so-so, the introduction is passionately articulate about some of these same issues I’ve written about

    It is a book about awareness in ordinary surroundings. It is a book about awareness that builds into mindfulness, into the enduring pleasures of noticing and thinking about what one notices.

    I hope this book encourages each reader to widen his or her angle of vision, to step sideways and look at something seemingly familiar, to walk a few paces and see something utterly new.

    Keep Your Hands Off My Power Supply

    “Anti-Groping Appli” by games developer Takahashi

    was released in late 2005 but has only recently climbed up popularity rankings, reaching No. 7 in this week’s top-10 cell phone applications list.

    The application flashes increasingly threatening messages in bold print on the phone’s screen to show to the offender: “Excuse me, did you just grope me?” “Groping is a crime,” and finally, “Shall we head to the police?”

    Users press an “Anger” icon in the program to progress to the next threat. A warning chime accompanies the messages.

    The application, which can be downloaded for free on Web-enabled phones, is for women who want to scare away perverts with minimum hassle and without attracting attention.

    In 2000 I made my first trip to Japan to help our client understand the role of mobile phones (“ketai”) in Japanese culture (in order to discover unmet opportunities for the company with their own customer base). We learned a great deal (both from participation and from observation!) about the indirect manner of communication (for example, the absence of “no”) and heard many stories about how the mobile, through its email capability, had enabled ways to circumvent this. People told us stories of negative feedback from a boss to an employee, or a relationship breakup taking place via the phone, and how that was acceptable.

    If it’s culturally difficult to scream “Take your hands off me, you @#$%^$ freak!” on a subway train, then this application makes sense. It seems to acknowledge a need and a culturally-appropriate vector for responding to that need.

    steveintokyo.jpg
    Steve in Tokyo in 2000

    Greenwashing the streets

    Springwise tells us about ads that “clean” the streets.

    [Using] high-pressure cleaning machines to wash brands, logos and adverts onto dirty pavements…the SAS team blasts the stencil with water and steam on dirty walls, roads, pavements or even road signs…Nothing but water and steam are used, and it’s all perfectly environmentally friendly and legal, SAS stresses. …”[W]e wanted to apply a technique that was not just eye-catching and effective but also friendly to the environment. What could be more natural than water?”

    But wasting water is hardly environmentally friendly! And steam requires fuel to produce. This sort of claim is too easy for anyone to make and is too often unscrutinized, like the folks at Springwise who reiterated the company’s hollow verbiage without challenge.

    5 year of Portigal @ Core

    Last week’s IDSA conference was personally significant as it marked five years since a random chat in the IDSA02 gallery turned into a productive relationship with the fine folks at Core77.

    I wrote up my thoughts on that conference, and then a piece about Meary, a quintessentially Japanese product that is stickers to turn ordinary objects into faces. Kawaii, anyone?
    meary.gif.

    Since then, I’ve blogged extensively over there, continued to write articles, done some fun podcasts, and even presented at Core77’s top-shelf Design 2.0 event.

    This wide-ranging and rewarding collaboration reached a new plateau last week, after the Core77 ICSID/IDSA party, where I assumed the role of official designated driver.
    steve_2.jpg

    Here’s to the next five years!

    NEVER! Except twice

    Stupid bad journalism mars an otherwise excellent article about the culture of Syrian Jews in Brooklyn

    No Jewish community in the world (other than two small Syrian congregations in Mexico and Argentina) has ever had such an extreme rule.

    I feel like I see this sort of writing in print more often. An absolute statement followed by “qualifiers” that prove the original statement false.

    Other than Brooklyn’s SY enclave, only two other communities in the world – a small Syrian congregation in Mexico and another in Argentina – have such an extreme rule.

    I’d hope for better than this sort of hyperbolic and confusing storytelling.

    Connecting07: Connecting The Play of Improv with The Work of Ethnographic Research

    Here’s the presentation from last week’s IDSA/ICSID conference.

    Audio

    We spent about 1/3 of the time doing improv games (which may be “you had to be there”) and about 1/3 in discussion (in which the audio favors me over the audience), but maybe you can skip past some of those parts.

    img_0646.jpgimg_0670.jpgimg_0676.jpgimg_0682.jpgimg_0734.jpg

    Dan and Steve write: Connecting07 trip report

    SP: Connecting07 was quite a global event. I met attendees from Colombia, Turkey, Canada, France, UK and Korea (in addition the presenters who hailed from all over).
    reg.JPG
    There were so many presentations (up to 12 at once) that it led to a complete Paradox of Choice experience; can you imagine a 40 minute presentation about all the other presentations that were coming up?
    idsa-053.jpg
    Steve’s talk up on the big screen

    plenary-session-audience.jpg
    Opening session

    roast-pig.jpg
    Pig party

    Despite the less than stellar opening we got a lot of out many of the talks. Here are a bunch of incomplete descriptions and extracted ideas and other thoughts from the whole thing.

    Design as Myth Buster: Hans Rosling

    DS: I found myself wondering what would happen if the graph were organized to show income disparity within countries. How would North America broken up in this way compare to Europe, Latin America, Africa, etc.?

    SP: Check out the animations and graphics he used at Gapminder.com. He showed us that the notion of “third world” and “western” is really a myth; it used to be that “we” had longer lives and smaller families, while “they” had shorter lives and larger families, but if you look at how the numbers have changed, it’s actually much more even (except for Africa). In fact, if you look within any region, you see that each reason maps across the full range. He then showed a similar graph comparing infant mortality to income and demonstrated how “third world” nations are progressing, using these amazing animations. Check out the TED video (presumably similar talk) here.

    Space Tourism: Richard Seymour
    richard-seymour.jpg

    DS: The animated film Richard Seymour’s company had created to present their concept for space tourism reminded me of how much about design-and especially selling design concepts–can be about seduction. And how this seduction zone is a realm where design and advertising really connect. Richard said it well: “it isn’t technology that leads development-it’s the degree of thrall.”

    I think about how many shows there are on television about killers, disasters, interpersonal mischief and conspicuous consumption, and I wonder about whether, at a fundamental level and for the majority of us, being good, doing good and “buying good” can actually hold as much thrall as destroying things.

    I really liked what Richard said about developing the space tourism concept and posing the question: “if you had to do it, how would you?” Maybe I’d like to pose the question: if you had to make saving the Earth sexy, how would you do it?

    SP: The “if you had to” question reminded me of an exercise lead by some folks from The Beal Institute: each group comes up with a Bad Idea, and then swaps with other groups who try to come up with a new context where it would actually be a good idea.

    I thought the video was an offensively testicular animation, filled with shots that lingered lovingly on revving turbines and sweeping wings. It had all the emotion of a Michael Bay film; indeed, the passengers were faceless future robots (but we couldn’t help but notice the sizable chest of one passenger) who delicately unclasp their seat belts in a suggestive hand gesture where fingers flick close to their special place.

    As storyteller and an optimist, Seymour was awesome. But that demo was bloated, dated, and offensive. He shared an interesting notion of optimistic futurism that he wants to resurrect in our times, and you can see it in the science fiction of the 50s (especially in the design) versus the darker science fiction of the 00s.

    Sleek and Green – Tesla Motors

    SP: I was reminded of Method; each organization is focused on creating very desirable solutions that will appeal even if you don’t care about the eco-benefits. It’s a fantastic application of design and a great example of rethinking a problem. No doubt there are other categories waiting for this. This is why I’ve complained before about the push approach to fluorescent versus incandescent bulbs in the home.

    Imagining a Future That Works: Alex Steffen

    DS: Speaking of the idea of a “one-planet world,” and product sharing as opposed to individual ownership of goods, Alex said “we want the hole, not the drill.”

    But how many of us really want the cool drill, too? How many of us are raised and live in a kind of spiritual vacuum that creates the need for some kind of succor, and the space for material acquisition to seed as an addictive activity? Is destructive production and consumption something that can be solved without addressing this “spiritual poverty?”

    From Me to You: Designer Connecting to User

    DS: Ayse Birsel talked about the need to simultaneously understand the history of an object and forget that history. She gave a great example based on the briefcase-a vestigial sort of portable storage lingering from a time before we carried laptop computers. Her recommendation was to “forget the object and think of what the person wants,” then create a new logic that makes sense based on the current context.

    Blurring the Boundaries Between Anthropology and Design: Suzanne Gibbs Howard

    DS: Suzanne reminded us that “we can’t possibly be all of the people we need to design for,” and related some of IDEO’s experience using “sacrificial concepts:” early, raw, potentially flawed concepts made visual/physical and used as a medium for creating reaction, response and discussion among users and design teams.

    SP: She told a clean story and told it well

    Their method

    • learn from extremes
    • visit natural contexts
    • building deep empathy
    • Discovering latent needs
    • Create prototypes for feedback
    • Considering the holistic experience

    She then pointed out that all is not perfect in Human Centered Design. In one case, a sketch on a napkin became the product (with no human centered process). IDEO designers complain they don’t have time to design, and they have to justify every choice. So they added a new step to their process “informing our intuition” and a technique of sacrificial concepts, where they create purposefully extreme concepts…intentionally “wrong” ideas to show to people. The key here is that the research they conduct seems to be about using carefully designed props to provoke; that’s a bit of a change of process for us, where we start off naive and let the data lead us; we don’t have the cultural contrast of having a bunch of designers feeling left out of the process. I agree it’s an effective method and one we’ve used but it seems like this method is very IDEO-specific, and that by leading with a research process that is more exploratory, you can use this tangible prop tool as a way to take that first set of research further. IDEO is a design firm and so their process seems to be to begin designing immediately and they’ve worked their research process around that.

    Panel discussion: Connecting people, with Ezio Manzini, Suzanne Gibbs Howard, and Alex Steffen.

    DS: There was talk around steering client organizations through paradigm shifts arising out of design research and design work. Ezio suggested making relationships the framework of the engagement, rather than “the world of physical things,” and designing to “stimulate conversation, not to produce”

    One of the big challenges of the dance is to weave between and balance these kinds of philosophical approaches with the need to produce concrete results, but as a perspective to guide collaboration, this seems a good approach.

    From Applications to Implications: Designs for Fragile Personalities in Anxious Times: Tony Dunne and Fiona Raby

    dunne-and-raby_all-the-robots.jpg
    DS: Tony and Fiona also discussed design as a conversation stimulator and a medium for debate, and the need to shift the conversation from “an abstract one to an imaginary one.” They showed their delightful film on robots, in which they created models that were “as far as possible” from what people typically conceive of when they think about robots. The film envisioned a number of “robots” that were simple in appearance, and were each imbued with a particular set of abilities and limitations. The film explored how a person shared space with these robots, and how the machines and the person interacted and effected each other.

    Fiona and Tony utilize their concept-stretching to push people to confront preconceptions and rethink unexamined ideas about what a robot is and isn’t in terms of appearance, functionality, and especially in relationship to the human world.

    A Conscious Emulation: Connecting and Solving Worthy Challenges with Biomimicry: Janine Benyus

    janine-benyus_lifes-design-brief-is-simple.jpg
    DS: Janine gave a wonderful presentation and set of examples on looking to the “design practice” of nature for ideas on:

    • Sourcing
    • Signaling
    • Shaping
    • Making

    Core of Awareness: Naoto Fukusawa

    DS: In one of my favorite presentations of the conference, Naoto Fukusawa related short vignettes about how many of his designs came to be. He framed “affordances” as “the random values each situation and environment present to us,” and how, often, he “just finds a good device that already exists” and adapts it to fit into contemporary life.

    As Fukusawa-san flipped past the many slides of products he didn’t have time to discuss, my seat neighbor and I remarked on what an amazing body of work he has. I love the melding of simplicity, elegance, humor and surprise in his work.

    A Better Experience: Sam Lucente

    SP: Sam (VP of Design at HP) articulated the importance of shifting what they deliver from standalone products to “simplified technology experiences” – with an emphasis on simplifying, differentiating, and innovating. They showed a highly produced video (about a hardware interface widget called Q control) that supposedly featured actual usability participants. I’d love to hear how they got those folks to perform so well; they read like actors portraying “regular people” but if they were indeed real “regular people” how they heck did they direct them so well?

    The Q Control

    Sam showed a concept interface for managing electronic video that was similar to iTunes CoverFlow, allowing you to see the spines of DVD-box-sized images, or the front and box of the same boxes. Interesting to think about an interface that references an actual physical product as it replaces that product; how will that interface evolve in a time when there are no more DVD boxes around?
    itunescoverflow_thumb.jpg
    iTunes CoverFlow

    The Art and Science of Measuring Emotion: Laura Richardson, M3 Design

    SP: Laura showed an interesting graphic with Emotional Complexity on one axis, and Functional Complexity along the other, with different product categories placed throughout. Laura pointed out that once functional needs are met in a category, then you can start to look at the higher emotional states. By implication, with new technologies, you can posit a vector as the technology and user experience is refined.

    Some other data she shared had to do with priming in the purchase process…if someone has a goal to find a good phone, they’ll note the positive aspects of what they come across; whereas someone who is trying to get a “not bad” phone will be primed to notice the negative aspects of any product.

    Beyond the Creatives: Managing All Your Talent: Sir Ken Robinson

    sir-ken.jpg

    SP: Sir Ken Robinson was the emotional and inspirational highlight of the event. You can see a similar talk from TED here.
    DS: Sir Ken Robinson opened with a riff on Las Vegas that was probably as funny as many of the riffs that take place in Vegas. He’s an extremely skilled speaker. Sir Ken drew a framework around the tendency to think of intelligence and creativity as separate, which he described as a “problem in the ecology of human resources.” The problem being that creativity is not being actively acknowledged, developed and rewarded by many of our current educational systems.

    Unfortunately, by prizing intelligence and not creativity, and by not applying greater rigor to examining outcomes and consequences, “human beings, with our imaginations, have brought the earth to a precipice.” In what was, for me, the best quote of the conference, Sir Ken closed by saying: “it’s not that we aim too high and fail, it’s that we aim too low and succeed.”

    Sir Ken’s talk made me think back to a discussion I had last year with my friend Cara about why whenever the future gets “imagineered” in a movie, it’s as a bleak, negative world. Since so many of us seem to be carrying that negative concept of future around inside ourselves, it seems a given that we are likely to actualize it (even if unconsciously or against our own desires).

    “Visualize Failure.”

    Is our problem not one of execution but of working from a flawed concept? Can we work instead to draw, at a deep and detailed level, an optimistic concept of the future? Can doing so change our trajectory?

    SP: The start to any creative process is to “identify and challenge the things you take for granted.” This was a gratifying statement since it confirms what I’ve long held; that the consulting work we do is absolutely creative. I believe that many don’t see it that way; that research is seen as an objective process of collecting data and reporting back.

    Sir Ken also acknowledged the five senses (plus the suggestions for what he termed a six “spooky” sense) but pointed out that scientists know of 17 (including temperature and balance); but we have a cultural bias towards that list of five and that it’s hard to get beyond that notion. Indeed, if you are designing for the senses, understanding those other senses seems like a tremendously untapped approach. People who are energized by creativity are usually in love with their medium but those people who don’t think they are creative haven’t found their medium. You have to be doing something, to be applying your creativity in order to really feel it.

    From Design To Design Thinking: Tim Brown

    DS: “Succeeding within a narrow band based on the bottom line in an outmoded model of industrial production.” This was IDEO CEO Tim Brown’s take on much of the contemporary production economy. Tim eloquently discussed the value to our planet’s survival of working to move from design as a set of tools drawn on by the development process to design thinking as an instrumental set of activities within the process itself.

    Design Thinking: The Next Competitive Advantage

    SP: Roger Martin gave his usual excellent talk (video of longer talk here, PDF of almost identical slides here, my writeup of the last time I saw him speak here).

    Connecting Designers: Mark Dziersk

    DS: Mark gave a spirited talk focused on speaking “design” to non-designers, and stressed that the true language of both business and design is English (or German, French, Chinese, etc.). In Mark’s words, “hearing the language of business coming from a designer is like hearing a cat bark,” so keep it simple, visceral, and concrete, and bring the user into the room with the stories you tell.

    Visceral Research and Virtual Food

    SP: Beth Mosher from RISD is an anthropologist and a designer, and has worked at companies like Smart and frog. She never said “semiotics” but much of the talk was indeed about the signs, or cues, of how food could or should be used. What makes this breakfast? and What makes this barbecue? were the questions she posted at the outset (showing a cereal bar and some potato chips).

    She pointed out that historically, people ate pie for breakfast (pre-refrigeration, you’d eat what you had for dinner the night before). This will validate the choices some people I know make in our current era of refrigeration. Beth went through this process of drawing out the antecedents for the breakfast bar (i.e., cereal, jam, toast) and then looking at an 1896 Fanny Farmer cookbook (the first one to use actual measurements and algorithmic recipes) for source material that hadn’t made it into the junk food realm. She then presented prototypes of what snack food might look like based on these meals. I didn’t quite follow what the cookbook had to do with it, or why the specific prototyped solution was chosen or even how practical or conceptual she was being with her solutions.

    Too survive, junk food must look tasty, have bright colors, allow easily eating more than you intend (because of an easy interface), and have recognizable references to other foods. I was looking for the “so what” at this point but couldn’t quite get there.

    She showed how barbecue and potato salad evolved into barbecue-flavored potato chips (where the flavor moved from one item to another), and then eventually how the chips ended up on a plate with the barbecue (meat) and potato salad. “Flavor migration” was her term.

    She then showed concepts for a regional potato chip, such as clam chowder or baked beans and brown bread from New England. Ethnic versions such as pastrami on rye or latkes. The concepts incorporated visual references, such as a flavor printed directly on the chip.

    She held up the Hostess cupcake as a placeholder for the memory of a real cupcake (and this tied to the notion of “lack” from homeopathy but I actually never quite figured that out). Discussing manufactured nostalgia led to the best part of the talk — the discussion — where one person pointed out that they had barbecued chips before they had barbecue. I was reminded of Fluff where bakery quality is referencing manufactured snack food. There are obviously lots of vectors to play with in the referencing game.

    I was also reminded that designs exist in context — they reference existing artifacts. Just like the dodge and burn tool in Photoshop; of course, the reference is missing for most of us, but it can become its own thing eventually (i.e., glove compartment).

    For more, there’s the Core77 wrap up and the flickr pool.

    take-the-furniture-back.jpg
    Time to go

    ChittahChattah Quickies

    • Bay Area skateboard parks are hosting an interesting number of skaters in their 40s and 50s; guys who are getting back into it after a very long time.

    ChittahChattah Quickies

    • Professor experiments in wearing a range of traditional Muslim garb and documents how she is treated. This seems like a methodology we don’t try often enough.

    You are how you eat

    The Dutch university of Wageningen has opened a restaurant of the future that doubles as a research lab. Cameras and other data monitoring devices will help the Center for Innovative Consumer Studies “find out what influences people: colors, taste, personnel. We try to focus on one stimulus, like light,” said Rene Koster, head of the center, as overhead bulbs switched through green, red, orange and blue.

    “This restaurant is a playground of possibilities. We can ask the staff to be less friendly and visible or the reverse,” he said. “The changes must be small. If you were making changes every day it would be too disruptive. People wouldn’t like it.”

    From a control room, researchers can direct cameras built into the ceiling of the restaurant to zoom in on individual diners and their plates. They watch how people walk through the restaurant, what food catches their eye, whether they always sit at the same table and how much food they throw away.

    Koster said researchers can experiment with variables like noise, smells, furniture and food packaging. Is the same ham and cheese sandwich more appealing if it is wrapped in cellophane, under a glass cover or on offer in a vending machine?

    They had already noticed that one table where the plastic chairs had pink flowery covers was always occupied.

    Koster said observation is much better than questionnaires for consumer research as many choices are unconscious.

    ChittahChattah Quickies

    • Accused of being one of five men who joined O.J. Simpson in a hotel-room confrontation with two sports memorabilia dealers, Charles Cashmore will plead guilty to a reduced charge and testify that guns were involved in the theft of sports collectibles.

    ChittahChattah Quickies

    Communication Confusion over Confirmation Confusion

    Andrew points out that Kyoto and Osaka are near each other and that was probably behind the offers from Expedia that I had complained about. Helpful info that I didn’t have, but unfortunately, it got worse.

    A few days later I received email from Expedia

    To: Steve Portigal
    Subject: Steve, here is your itinerary confirmation for your 01/02/08 Osaka trip
    [deletia that makes reference to our Osaka trip multiple times]

    Even more concerned than before, I wrote them and received this message

    Dear Expedia Customer,
    Thank you for contacting us.

    We regret that your experience with Expedia.com was not satisfying. Comments such as yours are read by numerous people within Expedia and help shape our policies and practices as we learn and grow.
    If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 36793797.

    In other words, I submitted a complaint and they aren’t going to act on it, unless I submit it AGAIN. Okay, I do that.

    The next message is even worse.

    Dear Expedia Customer,

    Thank you for contacting us.

    Kyoto, Kyoto-fu (Change name) Expedia.com itinerary number: 121380781812

    If you have further questions, feel free to reply to this e-mail…

    No actual communication. Is anyone out there? I try again.

    Dear Expedia Customer,

    Thank you for your immediate response.

    Please accept our apologies for the misunderstanding with your hotel reservation. We regret any inconvenience this may have caused you.

    Your itinerary serves as a confirmation of your purchase, and we’ve sent an updated copy of it in a separate e-mail. You can also access your itinerary online at any time. Here’s how:

    Again, no one is addressing my key question: why does my Kyoto reservation keep getting referred to as my trip to Osaka? Once more into the breach…

    Dear Steve,

    Thank you for your reply.

    Please accept our apologies in regards to the misunderstanding with your reservation. We regret any inconvenience that may have occurred and would like to assure you that every reservation is important to us.

    Your problem may stem from incompatibility between your browser and our system. We have already escalated this technical issue to the appropriate department.

    In the interim, your hotel reservation at the Hotel Monterey Kyoto is confirmed while the “OSAKA” tag line have caused you such inconvenience, the printed itinerary of your reservation is still binding and a confirmed reservation for a hotel in Kyoto, Japan and not in Osaka.

    So somehow my browser is causing them to send me email messages about a different city? The crucial piece of info (thanks, Andrew), that these are nearby cities, never appeared, and a spurious technical issue was blamed (it’s not a browser issue; perhaps they want to blame the model of car I’m driving for the emails they are sending?) but at least a human being intervened and confirmed that what I thought I bought was indeed what I bought.

    Great job, Expedia people! Ridiculously poor support to go with a rather silly system! Let’s hope we don’t have an actual problem at any point.

    Sign o’ the Tmies

    cbc.jpg
    CBC News has a tool on their masthead to report a typo.

    Some people like to report typos (I’m one of them; I also like to be notified of typos). But there’s also a comment here on ways to listen to customers; CBC perhaps noticed some patterns in type of feedback they were getting and decided to create a channel just for that type of input. As well, by offering that link they are encouraging people to participate in the site on a very simple level, as typo submitters.

    ChittahChattah Quickies

    • Although FDR used the phrase “Bottom of the Pyramid” in1932, there’s now a competing branding. When a idea gets popular, someone has to create their own variation in order to own it, while making it more difficult for people to discuss the idea without getting confused.
    • Hairspray-themed activities including “Hair-aoke,” Hairspray Dance Lessons. a “Hairspray Hop” theme party within the cruise line’s popular teen program. Hairspray-themed prize giveaways, including cameras, movie tickets, posters, tank tops, and lip balm.

    Segmentation Politics

    Today’s NYT magazine included a letter written in response to How Do you Say ‘Got Milk’ en Espa?±ol? (about Hispanic advertising).

    Giving catchy names to particular demographic segments is one of advertising’s oldest tricks to make the craft seem “scientific”. But why spend time defining the characteristics of each segment if it turns out everybody is a mix of all of them -“a Straddler . . . with certain Learner/Navigator undercurrents”?

    Agreed. As I’ve written before, personas are user-centered bullshit.

    Learned Behavio(u)r

    One of the fun yet challenging aspects of spending two weeks in another country was stumbling over all the little things that I know how to do back home but didn’t work. I paid for a snack using pocket change, and eventually had to hold the pile of coins out to the counter dude so he could take the right amount. The coins say their value, in English, but in order to complete a transaction in the normal amount of time, you have to be familiar. It was an interesting feeling, to be such a foreigner.

    At another point, I was riding the DLR (train) with my Oyster (smart card). A conductor comes along to swipe the card and there’s a small interaction where the passenger holds out the card and the conductor holds out the wand (yes, it was a wand, not the usual credit-card-swipey-slot thing). I wanted to put my card on top of his wand, but he wanted to put his wand on top of my card. I was just supposed to know the gesture. Sounds like a bit of a dominance issues, actually.

    In using the self-check at Tesco (a grocery store), I realized the software was the same as what I’ve seen here at Home Depot, etc. but when it came time to pay, the voice prompt told me to insert my card into the chippenpin device. Turns out this was Chip-and-PIN, where credit cards and/or ATM cards have extra security via an embedded chip, and an associated PIN. These readers use a different swipe gesture, with the card going in the bottom of the keypad. Anyway, I stood there with my non-chipped credit card, putting it in and out of this bottom slot, to no avail. After I surrendered and paid cash, I realized there was the familiar vertical swipe slot along the bezel of the monitor, a different piece of hardware than the chippenpin.

    And this one was subtle but confounding:
    img_0226.jpg
    This is the TV remote from my Paris hotel room but the London hotel had a similar issue. In my experience, the red power button turns the TV on and turns the TV off. But in both these hotel rooms (and maybe this was a hotel issue more than a Euro issue) the way to turn it was to press the channel buttons. Enter a channel and the TV would go on and display that channel. The power button was actually on “off” button. You can imagine me sitting in front of the TV with a remote and trying to turn it on, in vain, until frustrated random button press gave me the result I wanted.

    I often look around at local transit and marvel at how much the cues and other information in those systems are designed for people who already know how to use them; but I was able to plan for and learn about transit enough to be come a fairly comfortable user. It was these small interactions without cues, and under time pressure, where I found myself bemusedly incompetent.

    Interviewing and Soundbites

    Yesterday on KQED’s Forum their guest was Brooke Gladstone from On the Media. I was struck by this quote, early in the broadcast.

    I will ask a question…maybe 5, 6 times, and the person we’re interviewing gets around to answering bits and pieces of it after every iteration and we will sometimes assemble all those answers into one.

    This is the art of the interviewer — probing, following up, asking again, in order to get to the answer, eventually. It’s why interviewing in teams is tricky, because the other member of the team needs to know what’s in your head, to give you space to ask that question over and over again til you get to it. Regular people do not speak in soundbites.

    We also see this over and over again when we’ve synthesized conclusions and we go look for supporting video data to share with our clients. It’s just not there as some obvious artifact. That’s why, of course, our recommendations come from synthesis — insights are not sitting there waiting to simply be scooped up, they have to be assembled from a variety of sources.

    I am envious of those with amazing audio/video editing chops who can use the data to more closely approximate what we want to say; but at the end of the day, the big ideas rarely come out of people’s mouths directly.

    ChittahChattah Quickies

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