In 2010, we conducted a public-facing study about the future of books and reading, called Reading Ahead. We raised many fascinating questions including the design implications for the digital book experience: which elements of the traditional experience should move forward and which should be left behind.

Looking at the issue a few years later is the New York Times, with Out of Print, Maybe, but Not Out of Mind

Some functions of physical books that seem to have no digital place are nevertheless being retained. An author’s autograph on a cherished title looked as if it would become a relic. But Apple just applied for a patent to embed autographs in electronic titles. Publishers still commission covers for e-books even though their function — to catch the roving eye in a crowded store — no longer exists.

What makes all this activity particularly striking is what is not happening. Some features may be getting a second life online, but efforts to reimagine the core experience of the book have stumbled. Dozens of publishing start-ups tried harnessing social reading apps or multimedia, but few caught on.
…
Much of the design innovation at the moment, Mr. Brantley believes, is not coming from publishers, who must still wrestle with delivering both digital and physical books. Instead it is being developed by a tech community that “doesn’t think about stories as the end product. Instead, they think about storytelling platforms that will enable new forms of both authoring and reading.”

Dan Szuc (writing on behalf of the whole Apogee team, including Jo and Hok) relates a familiar experience about equipment failure, highlighting the importance of improvisational problem solving and supportive team dynamics.

We were on on the train in Shanghai on our way to visit a person in their home as part of a research project. Doing random checks of all equipment becomes second nature, ensuring that you have backups of backups, cables work correctly, sound is being recorded correctly and video is working well.

We all have specific roles on home visits where. Hok and I capture both the interview and surrounds on film using Flip cameras, Jo is responsible for speaking with the person we are visiting to ensure that they are comfortable and Hok also is our guy for ensuring all the equipment is technically working well (and if something is not working well he usually knows how to fix it).

So back to the train ride in Shanghai…the three of us were together, testing the recorder, cable and microphone. We realized on conducting a few test recordings that there were clear breaks in the recording when playing it back. We realized this was caused during the previous interview as we needed to go through a security scanner at a train station with the participant (as part of the journey we were filming). The cable connecting the recorder and the bag were stretched going through security unnecessarily, possibly causing damage to the wires.

We tested various places where we thought the sound might be breaking up – the connectors, the microphone and the cable itself. We wanted to get this right because the microphone clips onto the person we are interviewing and ensures that we have clear audio (in addition to the audio that’s captured on the video using the Flip cameras). We did not have time to go to an electronics store to get new equipment and were relieved that the audio recorder itself was working well and could serve as a (non-ideal) backup microphone.

Together, we needed to come up with a plan to ensure that we could capture the same level and quality of audio as in the other people’s stories captured to date in Shanghai. Consistent film quality is an important part of the storytelling. We tried a few configurations using the cables, rubber bands and microphone. We eventually worked out a way to place the microphone close enough to the participants chin so that the audio would come through clearly, and discarded what we had determined was the faulty cable.

On reflection, it taught us all the importance of team work, thinking quickly about solutions, not blaming when things sometimes go wrong, trying out various configurations whilst on the move and planning ahead to have some other cables/equipment available if there are failures. Not everything goes according to plan in field research, but having a calm head and a team who works together makes for a nicer working environment and a huge difference in the overall results. Happy researchers equals happy participants equals nice stories equals lots to learn from.

Here’s another proof point for the power of video in user research. Check out this very simple observational video.

If you didn’t watch it, it shows person after person stumbling on poorly designed stairs.

I don’t know about you but I felt increasingly emotional the more I watched this. A bubbling outrage and a sense that something so obviously needs to be done about this. Of course, this is a simple problem, which makes the failure to act even more aggravating.

The goal of user research isn’t always to uncover people’s fail states with the team’s existing products, but when it is, tools like video are impactful on rational and emotional levels.

Update: according to this Tweet, the stairway is now closed.

• [from steve_portigal] A Quandary for Swatch – It’s Too Popular [NYTimes.com] – [They are also looking to stop being the parts supplier to all of their rivals] Swatch, the world’s largest watchmaker, is rushing to add factory capacity so that it can make enough watches to meet demand. It wants to add as many as 2,000 employees this year ­ about 1,500 of them at home in Switzerland. But it is struggling to find enough qualified people. “Managing our stock is at the moment not an issue for us because demand is so big that we unfortunately don’t even have the time to build up any stock”… Swatch’s production and hiring problems reflect the overall health of a sector that has rebounded from the world financial crisis. Demand for watches has soared in Asia ­ a region that accounted for more than half of Swiss watch exports last year ­ with makers of mechanical watches capturing an increasingly large slice of the market. Exports of mechanical timepieces rose 32 percent in unit terms last year, compared with an 18 percent increase for less expensive quartz watches.
• [from steve_portigal] Remembering the XFL, a 1-and-done league in 2001 [SFGate] – [Lessons from a failed attempt to innovate against an established competitor] While some ideas (trash-talking announcers, no penalties for roughness) didn't work, McMahon was a visionary in how he let fans inside the game. Players and coaches were miked up during games, and cameras were allowed into the locker room and behind the scenes. The XFL used the Skycam, the camera held up by wires over the field, and the NFL adopted that almost immediately. McMahon also did away with extra-point kicks, fair catches and coin tosses. At the start of the game, a player from each team would line up at the 30-yard-line and race to the ball at the 50 and fight for it in a "scramble." However, a member of the Orlando Rage separated his shoulder in a scramble the first week…In the end the XFL was caught in the middle. The football product on the field wasn't good enough to lure NFL fans, and there wasn't enough of the "personality-driven stories or crazy characters" to attract wrestling fans.

From the unpublished archives, services offered in 2009 at the Vida Spa at Vancouver’s Sutton Place Hotel. It’s worth nothing that they no longer offer this particular package! Has the commercialized bromance already expired?

'Bro-mance' your man with Beer Therapy

The Beer Therapy Treatments at Vida are designed to naturally calm and detoxify the skin. Launched in June 1, 2009, Men who enjoy beer therapy treatments at Vida will unwind with a cold Organic beer in one of Vida Spa’s signature relaxation lounges. With their beer, they enjoy Vida organic nut mix (ok not beer nuts but much healthier) and men’s’ magazines such as men’s health, automobiles, economist, and more! Next, he will enjoy one of two Beer Therapy Treatments.

Beer Soaked Hot Towel Compress Facial

Vida Estheticians perform a deep cleanse, exfoliation, extraction, mask and massage. Beer Soaked Hot Towels are wrapped barber style and using press and release movements, products are removed while facial muscle tension is eased. His skin is left soft, calm and vibrant. 60 min / $115

Deep Tissue Massage with Beer Soaked Compress

Vida Therapist begins with deep Swedish massage movements, followed by localized beer soaked hot towel compresses to relax and detoxify the muscle further. 60 min / $120

Broken fridge, San Diego, July 2010

Imagine running a commercial kitchen that produces your flagship product. What do you do when a key piece of equipment breaks? While there was probably some freaking out, this gourmet cupcake shop found a necessarily-small-business solution: move everything to a new refrigerator, in this case, the beverage cooler right inside the front door. Doing this effectively brought the backstage into the frontstage. Not only is there transparency here about their process of making cupcakes (as Julie describes here), they are also transparent about their challenges in running a small business. While companies like Google can get away with the Beta label currying forgiveness for the not-ready-for-prime-time-but-we’ll-use-it-anyway-for-free line of products, we probably wouldn’t be charmed by a sticky note on a broken server that contains our data. Some things are mission critical, but having to reach around some eggs to get my can of Mountain Dew isn’t one of them. It’s kinda fun and surprising to see the backstage appear frontstage (see the kitchen design at In-N-Out Burger) and charming that this business could take what was nominally a failure and create a gentle celebration around it.

Also see: Vodafone celebrates construction around their retail outlets here and a far less celebratory sign from the same store here.

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.

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.

• Design and Designed Failures: From Observing Failures To Provoking Them [SlideShare] – Slides from Nicolas Nova's provocative Interaction|10 presentation. Observing failures is a great design research technique, but what about creating them as a more in-depth and deliberate design research technique?