• 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.

• 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.

• 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."

Keith Rayner ([email protected]) 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).

• 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)

• 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.

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

• Persona Non Grata
• Everybody’s Talkin’ At Me
• The Journey Is The Reward
• Hold Your Horses
• Living In The Overlap
• Some Different Approaches to Making Stuff
• Poets, Priests, and Politicians
• Interacting with Advertising
• We Are Living in a Sci-Fi World
• On Authenticity
• The Hard Work Lies Ahead (If You Want It)
• What to Expect When You’re Not Expecting It
• Elevator Pitch
• Kilroy Was Here
• Never Eat Anything Raw
• Content, the Once and Future King

• 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."

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…

Prototyping a body-mounted interface device using coat hanger, rubber bands, and Logitech mouse

• 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.