Posts tagged “hotel”

Curating Consumption

More observations and stuff that Beth and Steve have assembled over the past few weeks.

Can’t get there from here
sorry
This is such a fundamental usability issue I have to think there’s something wrong with my iPad or the Kindle app. Which operation is not supported? Buying this book. That’s right…click on that inviting little link down there that says “Buy Now” and get this error. Okay, this is Amazon taking a swipe at Apple (“Mo way you’re getting 30% of our revenue for something on the Kindle!”) But I’m not sure the average user will get that. They’ve helpfully provided another link for me: “What? That Buy Now link that should take you to iTunes to purchase this book doesn’t work? Goodness! Well, how about you See details for this book in the Kindle Store!” Nope – no mas. That operation isn’t currently supported either. So two lovely, juicy links tempting me to buy this book with no way to act [Conceptual sidenote: This would be an ideal design for many vices if they could tempt you but never give you the ability to follow through…the beer that can’t be opened, or the hermetically sealed chocolate bar]. I imagine there’s a product team somewhere at Amazon scratching their heads wondering why sales aren’t tracking but see an astronomical number of clicks on their buy links.Hint: we users will keep clicking thinking we must be doing something wrong, thinking “surely both buy options aren’t dead ends”. When we realize that they are, we get frustrated and take our own stand, in this case simply not buying. /BT

Two is better than one?
soap
In nearly every bathroom I’ve been in (in the US at least) there are at least two soap dispensers – one in use and the other over to the side like yesterday’s newspaper. They’re in all shapes and sizes, usually one (like this one) is discreetly attached to the sink while the other is mounted proudly on the wall. I’m guessing it was aesthetics that sold the sleek little bar peeking from the counter top, I just wonder how long it took for the folks who had to crawl under the sink and refill it to put up a silent revolt – leaving people to pump furiously at one sink, then another then another, to no avail – before management broke down and put the one on the wall. /BT

Too soon or too late?
gang
Gangnam Style is the global sensation that ever your parents know about. I imagine the restaurant owners protest-too-much denial of cashing in on a (no doubt fleeting) trend by pointing to the district in Seoul over the song. But then why is the clucky poultry mascot doing such a distinctive little dance?

Update (June 2013) – Church’s Chicken in Canada is doing something similar (thanks, Mom!)!
/SP

The remote control that gives you a lecture in virtue
patience
In a hotel in Melbourne, the staff have clearly become tired of people complaining. Sure it’s partly about delayed gratification but it’s also a well-understood usability problem when feedback is slower than we expect. If the elevator call light doesn’t go on, you’re going to hit it again. But the warm-up for hotel televisions is its own flavor of usability hell. Will the set turn on? Will an LED change color? And how quickly? Apparently this particular TV set is so far off of expectations than the solution was a lovely sticker appealing to your sense of decency. Whatever, that’s a multiple of 8 seconds I’ll never get back again. /SP

New Soap in No Bottles

During a recent hotel stay I came across this familiar tag, hanging in the bathroom.

As hotel guests, we’re empowered to make the decision about whether to reuse our towels or get fresh ones. They’ve framed this as an environmental issue, which it is, but it’s also about customers improving the bottom line for the hotel. So it’s a wisely-framed message; I suspect it works reasonably well (although I wonder about housekeeping staff in this equation; if they are seeking tips then perhaps that’s why I see fresh towels as often as I not).

In the shower itself, I found this dispenser.

Here’s the message in detail

A similar dynamic; if you give up a little something, you save the environment. However, in this case, you don’t have a choice, and more importantly, the packaging has a significant impact upon the experience. That dispenser connotes generic, low-quality shower goo, not the delightful little cleansing treats found in hotels.

This is a design/experience/messaging challenge that they just ceded. The goodness of environmental contribution could be better conveyed (even that blue tag is better looking and more enthusiastically written than the dispenser copy). The dispenser could reward you in the interaction. The quality of ingredients, normally messaged by the packaging, could be explicitly demonstrated (an interesting, if not entirely successful example is Method on Virgin America).

Related: The rooms in Seattle’s Edgewater Hotel have lovely big bottles of shampoo ($25 if you take them) but they lose some of the appeal when you see these bottles used by housekeeping to refill ’em.

Discomfort, reframed (almost)

Two examples of hotels in noisy environments, where they each acknowledge (and try to reframe) the situation in order to provide the solution (earplugs).


Seattle’s Edgewater Hotel

Railroad Development in the Puget Sound Area is much more than just steel tracks and cars, but rather the network that helped lay the foundation for Seattle, the modern trading metropolis you see today. The lights, the tunnels, the tracks and cars are quintessential reminders of Seattle’s charm and history. Enjoy your stay where it all began…

Should the sounds of the passing trains disturb your sleep, please take a pair of earplugs, on the house.


Austin’s Hilton Garden Inn

Thank you for choosing the Hilton Garden Inn when staying in Austin the “Live Music Capital of the World.”

While we cannot control the music we would like to provide you with this complimentary amenity to help ensure a good nights rest.

We hope this will make your stay more comfortable.

This is a design challenge we often encounter: in order to present a solution, you have to raise the possibility of the problem. Perhaps you wouldn’t even know about the problem if we didn’t tell you about it! In Seattle, I never heard the trains. In Austin, I did hear the music late late into the night.

I’m pretty sure I couldn’t sleep with earplugs in, so the actual solution is limited, but the gesture towards the solution is definitely interesting. The four-star-ish Edgewater hits the history hard as if somehow you – with all the supposed noise – are connected with that. The Hilton Garden Inn, bad punctuation aside, takes a straightforward, three-star approach, but still reminds you that the reason you even need the earplugs is because of the experience you are part of. Hilton does better for relevance, but Edgewater weaves more of a story.

What you don’t see here is the presentation at the Edgewater. The card and the little box of earplugs were tucked away on a bit of molding such that I thought for at least a day that it was some sort of item left behind by a construction worker doing room maintenance.

The earplug packaging can be kinda ugly and both hotels are ceding total control of their presentation to their supplier. See Method on Virgin here for a related exmaple.

Postcards from Edge of Personalization

Not so long ago it was commonplace to receive junk mail that attempted to make a personal connection by including your name or other salient facts in the body of the pitch. But they were always outed as inauthentic by the multiple printing processes, as your name would show up in ALL CAPS, or in a different type face, or a different ink color. As printing (and other back-end) processes become more sophisticated, that has basically gone away and now the pitch looks perfect.

New York’s Eventi hotel (a Kimpton property, known for their extra attention to detail in customer service) is going the other direction, with hand-written welcome letters to their loyalty club members. However, they bungled the task; instead of the warmth of a personal note, they reveal the simulated fakery. Let’s pretend I didn’t watch the check-in staff shuffle through a pile of identical envelopes to pull out the one with my name on it…the note itself is written by two people, using two different pens! The handwriting is different, and the thickness of the ink is different. One staff member is asked to write a bunch of blah-blah-we’re-so-glad-you’re-here notes, maybe weeks in advance? When they are preparing for that day’s guests, someone else adds the name at the top.

It’s odd to see the signs of the mechanized system’s shortcomings rearing their head in what we’d expect to be a personalized, hand-crafted alternate.

Ups and downs

After writing recently about managing the adoption of a new type of elevator UI, I found a particularly bad implementation of the norm at my hotel in Austin last weekend.

Unusually, there are two elevators on either side of two rooms.

Beside each elevator is this cautionary/alarmist admonishment:

“This button” refers to “these buttons – those ones down there” despite the horizontal arrow. But we can probably figure that out. The reason for this sign – an obvious afterthought is that there’s no place where you can stand and easily see both elevators at once. You must approach one elevator to press the button, and if you stand there and wait, you are likely to miss the arrival of the elevator if it doesn’t come to that door. There is a standard solution: a light near each elevator door that lights up just before the elevator arrives and the door opens. But (other than in the hotel lobby) they’ve neglected that and instead the hotel guest must be “alert” when doing a basic task like trying to get down for breakfast.

This is a well-known and long-solved situation; why the builders would choose to put the elevators around two rooms and then create such a poor experience would be interesting to explore. What were the design and other decision processes that led to this sub-optimal solution?

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

  • 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.

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)

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.

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.

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.

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.

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.

Confirmation Confusion

We’re sorting out the accommodations for our Dec/Jan trip to Japan, and I noticed this distressing bit of interaction with Expedia.

After booking our hotel in Kyoto, we get an itinerary named (loosely) Kyoto, and details of the hotel (including its name, which has the word Kyoto in it), and just generally good confirmatory feedback.
66f49031.jpg

Further on down the page comes the upsell.
66f4e2d1.jpg
Osaka? But we’re not going to Osaka?! This caused a definite brief panic verifying the rest of the information in the itinerary to be sure that Expedia didn’t just put us in some other hotel in some other city.

Tip: if you provide automated upsell information that appears to reflect some contextual understanding of your customer, make sure it’s right, or you will cause them distress and extra work, reducing confidence

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