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

Can’t get there from here

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?

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?

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

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

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.

Method soap in here, Virgin America, June, 2010

On a recent Virgin America flight, I saw they were featuring Method hand soap in the bathroom. But (as they have obviously realized) Method’s brand is more recognizable via the uniquely designed dispenser than the name, so the identifying sticker shows a picture of that shape. You don’t have the opportunity to use that container, but by interacting with the generic goo dispenser in the bathroom, perhaps you are supposed to associate somehow with the visual and tactile interaction with the iconic dispenser.

The Virgin America experience seems to be partly about aggregating a hip, design-y, youthful set of other brands for travelers to experience (e.g. BoingBoingTV), but I’m not sure this is a win for Method, or Virgin America. VA seems to have rethought so many traditional aspects of air travel (such as their fantastic safety video) but this compromise evokes the overcompensating-unhelpful-infographic-signage common in commercial aircraft interiors, where you can’t help but feel trapped in a world of call-outs (like the Ikea Catalog scene in Fight Club). And Method takes a straddle position, suggesting that their goo is just goo, if they are forced to offer a visual reminder of the container to help us connect with what is different – and better – about their product.

• [from steve_portigal] Soap Operas in the Arab World Yield Their Own Soft Power [NYTimes.com] – [The cultural power of stories] Turkish TV has given the soap a fresh twist by making the connivers, kidnappers and canoodlers Muslims. And it is Arab audiences, even more than Turks, who have been swept off their feet. Through the small screen, Turkey has begun to exercise a big influence at Arab dinner tables, in boardrooms and bedrooms from Morocco to Iraq of a sort that the United States can only dream about. Another consequence of the show: the sudden, spectacular boom in Arab tourism to Turkey. Millions of Arabs now flock here. Turkish Airlines has started direct flights to gulf countries (using soap stars as spokespeople). Turkish travel companies charter boats to ferry Arabs who want a glimpse of the waterfront villa where “Noor” was filmed. If this seems like a triumph of Western values by proxy, the Muslim context remains the crucial bridge. “Ultimately, it’s all about local culture. People respond to what’s familiar.” By which he meant that regionalism, not globalism, sells.

• How's that for a long-lasting brand/product? After 72 years, TV's `Guiding Light' switching off – It began as a 15-minute serial on NBC Radio in January 1937 and debuted on CBS television in 1952, focusing on the Bauer family of Springfield.
• April 2009 – Iraqis Snap Up Hummers as Icons of Power – “Iraqis love them because they’re really a symbol of power,” said Mr. Hilli, a chubby 37-year-old who could not stop chuckling. Nonetheless, he spoke with authority, since he was his own first customer. Hummers in Baghdad are symbols of much more besides: increasing security, returning normality and a yearning for the trappings of sovereignty. Mr. Hilli allowed that there was something else, too, a little more indefinable, which in Arabic is “hasad thukuri,” [penis envy]
• April 2003 – Americans induce patriotism through Hummer purchase – "When I turn on the TV, I see wall-to-wall Humvees, and I'm proud," said Sam Bernstein, a 51-year-old antiquities dealer who lives in Marin County, Calif., and drives a Hummer H2, an S.U.V. sibling of the military Humvee. "They're not out there in Audi A4's," he said of the troops. "I'm proud of my country, and I'm proud to be driving a product that is making a significant contribution."

• Spokane residents "smuggling" banned phosphate-containing detergents from out of county and out of state – The quest for squeaky-clean dishes has turned some law-abiding people in Spokane into dishwater-detergent smugglers. They are bringing Cascade or Electrasol in from out of state because the eco-friendly varieties required under Washington state law don't work as well. Spokane County became the launch pad last July for the nation's strictest ban on dishwasher detergent made with phosphates, a measure aimed at reducing water pollution. The ban will be expanded statewide in July 2010, the same time similar laws take effect in several other states.
  Many people were shocked to find that products like Seventh Generation, Ecover and Trader Joe's left their dishes encrusted with food, smeared with grease and too gross to use without rewashing them by hand. The culprit was hard water, which is mineral-rich and resistant to soap. As a result, there has been a quiet rush of Spokane-area shoppers heading east on Interstate 90 into Idaho in search of old-school suds.

Earlier this week I spent the day with the design team of a global technology company. I can’t say much more but I can share a couple of photographs from different bathrooms.

The standard soap dispenser has been repurposed for hand lotion. The soap comes from the other kind of standard dispenser, a foot away, next to the sink.

Washing your hands is a fairly unconscious behavior, you assess the space visually and quickly move through the various tasks…so who stops to read the sign that says Hand Lotion? That sign serves more of a “here’s how you messed up, buddy” explanation than as a preventative measure. I had a hard time stopping myself from getting hand lotion when I wanted soap.

We did have a group discussion about observing signs in the environment to identify workarounds and opportunities for improvement and so I was pleased to have an example from their environment to share back. This ended up in the always enjoyable men’s bathroom vs. women’s bathroom comparison…in this office the women’s bathroom includes a dispenser for hand sanitizer (in addition to soap and lotion). Unfortunately I didn’t get in there to take a picture. But, oh, the mode errors!

I was struck by the presumed need for this sign in a different bathroom, explaining what locked and unlocked look like. I had this quick “well that’s dumb” reaction, took the picture, used the facility, and then upon exiting realized that I had failed to lock the door! I’m not sure exactly how I managed to not lock it, since that is another automatic behavior.

In both cases, the signs themselves caught my attention, but I still exhibited the behavior they were trying to prevent (taking lotion instead of soap, leaving the door unlocked).

See also Signs To Override Human Nature, previously.

I’ll be on the road a fair amount over the next few weeks:
Colorado Springs
Kansas City
Seattle
Richmond, VA

I’m not sure I’ve done so many trips back-to-back before. It’ll be an interesting challenge keeping my brain alert, my clothes clean, myself rested and healthily fed.

These trips also inaugurate a new collaborative relationship and I’m very excited about the other players and the work and seeing where it all goes!

At the Blue Horizon Hotel in Vancouver, the soap matches the countertop. Nice touch, I guess.

In considering the non-surprise over the non-blockbuster Snakes opening I wrote:

I guess a Rocky Horror cult particpation thing could have emerged (and still could; it’s early days, some of these films take on second and third and beyond lives), but it didn’t seem likely.

Hmm. Check out the Suspension of Disbelief Society who

have dedicated our lives to watching the worst movies possible using a combination of military-grade safety gear and near-lethal levels of intoxication to preserve our delicate brains from the horror.

and their enthusiastic Rocky Horror-esque participation in actually seeing the film.


Costumed partiers attend Snakes on a Plane

Originally uploaded by mikek.

We saw Little Miss Sunshine on Saturday (highly recommended) in our first visit to a theater in months and months. The guy in front of us (English likely being a second language) asked for tickets to Snacks On A Plane (good luck, buddy, snack boxes are $5 now).

Anyway, at the risk of adding to a heavily crowded blog-topic, “Snakes on a Plane,” the wildly hyped high-concept movie, turned out to be a Web-only phenomenon this weekend, as that horror-comedy starring Samuel L. Jackson took in just $15.2 million at the box office in its opening days. The article runs through the history of the film and the hype and the marketing and the buzz pretty nicely, but did any of us expect it to do well? It seems like there’s some confusion between irony, post-irony, and post-post-irony…okay, that’s a lot of bullshit, but my way of saying that it can be fun to be involved with something that you know is crap, but that’s a very different sort of loyalty than, say, Harley-Davidson owners with company-logo tattoos and wardrobes that consist entirely of HOG-branded t-shirts.
Update: shortly after posting this I see on BoingBoing that a guy did indeed get a SoaP tattoo – I don’t think this changes my thesis, but it is ironic.

Studio sez: Hey, here’s a bad movie.
We say: Hey, that is a really bad movie. Ha-ha! We can’t believe how bad it is! You should, oh, I dunno, add some more cursing into it, heh heh, it’s soooo bad. It’s bad. A bad movie. Heh.
Studio sez: Yeah! It’s a BAAAAD bad movie. Here’s some more cursing. And more over-the-top bad stuff. We know you know it’s bad.
We say: Hey, they put more cursing into it! It’s pretty silly and funny and bad. It’s a bad movie.
Studio sez: You know that we know that you know it’s bad.
We say: Yeah, it’s a bad movie. Snakes on a plane, yo. Heh.
Your mom sez: Are you fellas going to see this snake movie?
We say: Hey! Bad movie! Snakes on a plane!
Studio sez: Here it is! The movie you have been talking about.

[crickets chirping]

Come on! How much appeal is there for crap, compared to the appeal of making fun of crap? Just because the studio got in on the fun, doesn’t mean anyone was really persuaded or had much intention. I guess a Rocky Horror cult particpation thing could have emerged (and still could; it’s early days, some of these films take on second and third and beyond lives), but it didn’t seem likely.

And as I posted before, the meme definitely jumped the shark. I don’t know if they talked about the movie on The View, but I wouldn’t be surprised. If being ironic is supposed to be cool, I don’t want Barbara Walters or Parade Magazine in on the joke with me.

On the front cover of today’s issue of Parade magazine (Parade magazine!!!)
the Inside Story of
Snakes On A Plane

Some interesting innovations in products (both aimed at kids) that help you complete a feedback-less task more effectively.

Squidsoap [via Strange New Products] is a pump that puts black ink on your hands when you pump out the soap; your hands are clean when they are free of ink (and happily, also free from invisible germs and gunk).

Listerine Agent CoolBlue is similar to good ol’ Disclosing Tablets; it stains the placque on your teeth so you can see where you need to go back and brush.

Cleaning is a great category for this sort of thing; as we are more afraid of germs that we can’t detect, we need some mechanism in our tasks to ensure that we’re completing them properly. Consider vacuuming; one way to know you’re done with the carpet is that you stop hearing the noise of dirt shooting past the rollers.

I’ll be keeping my eyes open for other examples like this.

I’m psyched to see Chuck Klosterman (who I’ve gently raved about before) resurface (after SPIN) at Eqsuire, where he is writing of-the-moment (and sometimes controversial) stories about (pop) culture topics, such as The “Snakes on a Plane” Problem

I worked in newspapers for eight years, right when that industry was starting to disintegrate. As such, we spent a lot of time talking with focus groups, forever trying to figure out what readers wanted. And here is what they wanted: everything. They wanted shorter stories, but also longer stories. They wanted more international news, but also more local news. And more in-depth reporting. And more playful arts coverage. And less sports. And more sports. And maybe some sports on the front page.

When it comes to mass media, it’s useless to ask people what they want; nobody knows what they want until they have it. If studios start to view the blogosphere as some kind of massive focus group, two things will happen: The first is that the movies will become idiotic and impersonal, which is probably pre¬¨dictable. But the less predictable second result will be that many of those movies will still fail commercially, even if the studios’ research was perfect. If you asked a hundred million people exactly what they wanted from a movie, and you used that data to make exactly the film they claimed to desire, it might succeed. Or it might not. Making artistic decisions by consensus doesn\’t work any better than giving one person complete autonomy; both strategies work roughly half the time.

I don’t know that Klosterman is the next Gladwell; I hope he doesn’t get managed/edited into that role. He’s more about looking again at something we’ve all been looking at than in coming up with wild connections between things we didn’t know were related. And he’s (still) focused on telling stories, often about himself. The pop culture beat is an important one, and even though it shifts near-seamlessly into implications for marketing and business (umm, hello, this blog, case-in-point?), I hope Chuck can sit that part of it out and stick to what he’s done best (rather than entering the dark waters of populism that this piece focuses on).

The Chron gets on board with the whole viral-meme-user-generated-content thing. At least in their articles.

The SoaP meme began, as most great things do these days, with an individual blog entry. Screenwriter Josh Friedman recounted his adventures with doctoring a script for a movie about — why not? — snakes. Snakes on a plane. Snakes on a plane with Samuel Jackson. Could it get better? It could not, reasoned SoaP fanatic Brian Finklestein, a law student at Georgetown University who started SnakesonaBlog.com last year as part of his quest to be invited to the movie’s world premiere. His blog has since morphed into SoaP central, gathering news, rumors and the latest spasms of SoaP-inspired creativity.

While appreciating his efforts, New Line has kept its corporate hands to itself. ‘They’re excited about what’s going on online, but they realize if they get involved directly, the organic, spontaneous feel will be gone,’ Finklestein says. ‘A lot of what’s fun about this is that people are doing everything on their own. If the studio became involved, it would lose whatever charm and cache it has. I’ve gotten phone calls from marketers asking what they can do to make this work for them. The answer is that there’s not much you can do — except not sue your audience. The music industry can learn from this.’

Very well put. For a more in-depth exploration of this type of approach, check out Rob Walker’s classic article about Alex Wipperfurth and the letting-things-be-what-they-are marketing for Pabst Blue Ribbon. Walker, by the way, who writes the Consumed column for the NYT magazine, now has a blog.

By the way, User-Generated Content is now referred to as UGC (or so I read in Media magazine), and Snakes on a Plane is now referred to as SoaP. How cool(?) is that!