Posts tagged “coffee”

Serving Up Carrots

A very small social experiment, more something to reflect on rather than proof of anything.

The Petite Syrah café in the Riviera city of Nice, has implemented a new pricing scheme. “A coffee” will set you back €7, according to the sign, while “a coffee please” is a little more affordable, at €4.25. If you want keep your expenses down, and stay friends with your local barista, however, the best option is “Hello, a coffee please,” which will only cost you €1.40.

Manager of the Petite Syrah, Fabrice Pepino, told The Local: “It started as a joke because at lunchtime people would come in very stressed and were sometimes rude to us when they ordered a coffee. Although Pepino admits he’s never actually had to enforce the price scheme, he says he has noticed a difference in his customers’ behaviour. “Most of my customers are regulars and they just see the funny side and exaggerate their politeness,” he said, adding “They started calling me ‘your greatness’ when they saw the sign. But people are more relaxed now, and they’re smiling more. That’s the most important thing.”

The framing here is important: there’s a reward for the behavior the business wants. It’s not a punishment for failing to adhere to the rules (e.g., surcharge for being a dickhead: $3.00) – even though it’s the same thing economically, behaviorally it’s entirely different. It’s the carrot versus the stick.

As well, the outcome is less about adherence to the rules and more about the increased mindfulness about a detail of the interaction. We’d need to come back and see what happens after the regulars attenuate to this change, but the empowerment that the rules produce as a consequence is quite enticing.

Also see previously: A silly (?) coffee pricing scheme at Tim Hortons.

Ryan’s War Story: Enthusiasticus Interruptus

UX Reseacher Ryan DeGorter relates a familiar uncomfortable scenario, finding himself in the field with a colleague who isn’t quite on board with the whole listening thing.

Our UX Research team created a program called “Coffee with Customers” where we conducted interview sessions with our customers over a hot brew. It not only allowed us to take a step back from the daily grind, but gave the chance for others in the organization to be involved in the process. With this particular coffee and research session, I took along a product manager “Bob”.

Prior to the coffee session, I walked Bob through the interview style, and provided him a rough sketch of how the interview would flow. Bob was particularly interested in gaining insight on how people use social applications, so I worked those into the discussion guide. The research session started at 10am, so I picked Bob up at 9am to give ample time for one last review with Bob. I explained that I would like to be the one to lead the interview in order to maintain flow of the discussion. However, if he had a question to ask, he should try to remember to start the question with Who, What, Why, How or When.

It was a wintery day and Bob and I arrived at the coffee shop shortly before 10am. It was quite crowded as we did an initial scan for the participant “Kevin”. A few minutes later Kevin arrived. During introductions it was clear Kevin was a bit tentative about the session. When we were ordering coffee and muffins, it was difficult to start a conversation with him. Nevertheless, we found a table where we could sip our coffee and chat. Since Kevin was clearly nervous, I spent a little longer making small talk in hopes of trying to remove the awkwardness. We chatted about the weather, and how Waterloo [Ontario] never seems to get a proper winter anymore. Before long, we had a stronger rapport with Kevin, so we dove right into the interview.

I started with questions like “Where did you buy your smart phone?” and “What was your thought process for choosing that one?” Kevin continued to open up and was providing us good detailed information. He gave us very clear stories about why he chose this particular phone, what he enjoys about it as well as points of frustrations. All this time my partner Bob was sipping on his slightly cooler coffee and taking it all in without writing any notes. It was as if this was his normal daily routine and this interview was like every other research session he has done before.

As we delved deeper into Kevin’s usage patterns, we moved on to the topic of social applications. I asked Kevin to walk us through why he uses Facebook and Twitter and asked him to show us how he did this on his smart phone. Bob shuffled his chair closer to Kevin so he too could observe Kevin’s actions. Kevin confidently swiped through the Twitter application, explaining his rationale for following certain friends. At this point there was a sudden interruption which caught both Kevin and me by surprise. Bob leaned in even closer to the device and pointed to the screen as if it was his own phone. “Do you do it like this?” Bob asked “Um…I don’t think so.” Kevin replied hesitantly. Bob then suddenly grabs his pen, hunches over the table, and with both arms on the desk, furiously writes on a piece of paper, acting as if he needed to catch every word that was coming from Kevin’s lips. I felt like everything started going to go in hyper speed as I was no longer the pilot of this interview. I could not make out what Bob was actually writing, but he obviously had some specific answers that needed to write down personally. I tried to ease the tension Bob’s action had created, saying “That’s great that you use the application that way, what else do you do on this phone?” I tried to convey to Kevin that he was not being tested and that we instead were just seeking inspiration and understanding. Although I tried to move on, Bob interrupted again and asked Kevin to navigate to another area of the application, asking “Do you do this?” type of questions while he clearly had specific answers he was looking for. This went on for another few minutes, despite my efforts to regain control of the interview by trying to rephrase Bob’s questions in a more open manner. My efforts were in vain and I could see Kevin was shutting down and resorting to Yes and No answers. I needed to act and act quickly. “It looks like we need some refills. Why don’t we take a short break?” I said in a desperate hope to try and free Kevin from Bob’s interrogation. I was lucky that Kevin needed to use the washroom, so I took the opportunity to speak to Bob in the coffee line. I reminded him that we had an audio device so we did not have to write down any notes. I also addressed his interview style. I politely stated that I will be asking the questions during the remainder of the session while making sure to address those items that he provided me with in the discussion guide. Bob took my concerns to heart and allowed me to complete the interview without interrupting. We never fully gained the openness back from Kevin, but overall, it was an inspiring session for Bob and me. As we shook Kevin’s hand goodbye, I made a mental note thinking “This is why those UX books encourage you to ask questions instead of your stakeholders.”

In the field you always have to be on your feet. A single participant can be tricky as you try and figure out their personality and what will help them feel comfortable enough to openly talk to you. Additionally, your colleague may also become too eager and sidetrack the session in order to get their questions answered, despite being told how they should approach the participant. When things go awry, you need to be able to stay calm and get the interview back on track. It was great that Bob realized his mistake during the break and I will not let this experience prevent future colleagues to accompany me during a session. However, I will definitely spend more time explaining to my colleague the importance of rapport and emphasizing the proper technique on how to ask participants questions so as not to overwhelm them.

Curating Consumption

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




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



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

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



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

Out and About: Steve in Barcelona (1 of 2)

I’m just back from a week in Barcelona for WebVisions, where I led a workshop on fieldwork, synthesis, and ideation, and gave a short talk about championing contextual research within your organization. I’ll be covering similar material coming up in a couple of months at WebVisions Chicago. Meanwhile, I had a bit of time to explore, and found Barcelona to be a beautiful and well-designed city. Here are some sample images, with more to follow in the next day or so (and the complete set on Flickr).


Bounty at La Boqueria market.


Pedestrian safety warning placed in context, as you step from the sidewalk into the street.


Obama British Africa Gin and Rum. Odd description here.







Stickers on the corrugated metal doors pulled down when a business is closed advertise what I assumed was a taxi services but in fact is for locksmiths. Why are locksmith services advertised with such verve?


Gaudi’s La Sagrada Fam??lia, under construction since 1882. Astonishing, even from the outside.


Known in the US as Ice Age: Continental Drift.


Marketing for something via Facebook.


A very modern cinema structure, down by the water, where all the buildings are new and ultra modern. While the whole place is a delicious mix of old and new, classic and modern, this area went just a bit too far into Mall. While this building is gorgeous, its siting and overall vibe is dehumanizing.

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

  • 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.

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?

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

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

Ins and Outage

img_1901.jpg
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.

Series

About Steve