This week is all about data, and making sense of it

• We’re poring over transcripts from New York and LA. We’ve killed a lot of trees with our printouts; everyone is heads down reading through interviews and making notes. Our clients are coming over for a no-doubt lively session of storytelling, analysis, debate, sticky-note madness, and pattern matching.
• We’ve put a stake in the ground over last week’s multi-method mayhem; sharing a topline summary with those clients (now safely back at home overseas) and staging the next round of transcripts and analysis.
• I’m off to Austin later this week for SXSW Interactive and then hanging around for some vacation time at the film festival, with some live music, tacos, and BBQ thrown in for good measure.
• What we’re consuming: Laser Quest, The Ice Cream Bar.
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This is an intense, single-focus week for us

• We are hosting a dozen or so clients from overseas. They’ve shipped over their working (we hope) science-fiction-like prototype which we’ll be showing to a huge number of people, using a method (for the first time) called Central Location Testing (aka CLT). Over a few days, we’ll also be visiting some of those same people in their homes to talk further about how this product might be used. Probably our most intensive data-gathering three days ever.
• What we’re consuming: Lucky Peach issue 3, MacGyver, Gary Shteyngart.

What we’re up to this week…

• Fresh from fieldwork in NYC, Tamara and Julie are in the throes of uploading data, preparing a top line report, and reviewing transcripts.
• Be afraid. Be very afraid. Steve and Tamara are up to their necks in foam core, X-Acto knives and glue guns preparing mock-ups that we can take into consumers’ homes next week.
• Steve will be giving a remote lecture on synthesizing user research to the Dundee Masters of Design Ethnography folks.
• Field trip! We’ve been invited to meet the folks at Stimulant and check out their amazing interaction design, “beyond the computer.”
• We’ll be helping our friends at Bolt|Peters celebrate their 10th birthday.
• What we’re consuming: Trigger, David Sanborn

Here’s the latest around here!

• Start spreading the news! Julie and Tamara are taking to the skies once again, this time to New York. Having finished one round of research and done just a bit of sensemaking, this second round, again with our client in the field, should be nothing short of fascinating.
• We’ve got a multi-method study coming up in a few weeks, with a client coming from Asia with their one-off super-secret prototype, and sessions with users in their homes and in a facility. This week Steve nails down the details of what we’ll be asking them.
• Proposals for workshops and speaking gigs! Proposals for training! Proposals for consulting! Lots of exciting possibilities in the offing.
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People often ask us “Just what the heck are you people up to these days?” (Sometimes they just say “Wassup?” but we just figure they are stuck in another decade). We’ve been enjoying posts like the Weekending updates from our new friend Julian Bleecker and we’ve always wanted people to know that real people work here (not just ridiculously brilliant innovator-bots) so while this might be a bit of a departure for All This Chittah Chattah, let us welcome you to the first in what we intend to be a regular series of updates about what’s going on with our team!

• We tore into the New Year with an off-site planning meeting to talk about where we want to head with our little team over this next year. While a change in venue meant we didn’t get to sample American Grilled Cheese Kitchen, we did enjoy a little Freedom From Choice cocktail to unwind from an intense day of future-envisioning
• We’re kicking off a new project with a very tech-forward organization. We’ve been working this team in a training capacity to help them transform their marketing practice into a more user-centered approach, but now they’ve asked us to work with them to bring their professional and consumer customers more deeply into their culture
• Two of the projects we wrapped up at the end of December come back to life briefly as we meet with more stakeholders to share results and discuss the business implications
• We’ll be joining our office-mates at Bayley.Co for a Welcome Back soiree at Pacifica’s newly-reopened Moonraker

Good times!

• 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.

• 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.

• Portigal Consulting on Facebook – Go ahead, become a fan! [Yeah, we're still figuring out how we're going to use this, but warm our hearts with your button-click-expression-of-affection]

• 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.

• 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)