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.

There’s no better place than New York for the casual wandering photog. And no better way to unwind between interviews than wandering casually. Tamara shared her observations from last week’s trip; here are a few of mine.

An ambitious seeker-of-companionship slipped this onto the subway; an attempt at old-school social networking, ironic in its particular placement. It’s author provides a few interesting and wholesome-sounding options (library, the zoo, coffee date) to entice people to respond to this rather salacious-seeming invitation. Who calls, I wonder? And don’t they know that with Google Voice they can link those two numbers?

Surprisingly lifelike and expressive, for mini-robots cobbled out of plastic scraps.

A few of my pictures wound up revealing accidental compositional synchronicity. That’s one of the joys of taking photos – along with being obvious documentations of what I ran across, I often discover something new when I get them back and reflect on them:

When I took this, I only saw the blue face. And yes, this is the correct orientation of the photo!

The colors in this juxtapostion of the utilitarian and the ephermeral echo each other.

I like taking pictures of poles for the way they can surprisingly and dramatically bisect a scene. And because people put stickers on them. The little face sticker here is obviously a product of the same person/people who slapped up a little sticker I snapped on the other side of the country, at Venice Beach, just two weeks prior – the LA one reads, “Enjoy You” rather than, “Gain You.” Interstate sticker-art pattern! Theories?

Red, yellow and blue syncopate in a Brooklyn subway entrance, in a way that put me in the mind of Mondrian’s Broadway Boogie Woogie. Jazzy patterns abound, waiting for us to notice them.

I’ve posted about 300 photos to Flickr from our recent trip to Munich. Here’s a few favorites:

Also see: Culture, You’re Soaking In it (presentation from UPA2010 in Munich) and Observing Rome (pictures from the same trip).

• 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.

• Seen Reading – a "literary voyeruism blog" set mostly (I believe) in Toronto – What is Seen Reading?

  1. I see you reading.
  2. I remember what page you’re on in the book.
  3. I head to the bookstore, and make a note of the text.
  4. I let my imagination rip.
  5. Readers become celebrities.
  6. People get giddy and buy more books.

  Why do you do this?
  Readers are cool. Authors work hard. Publishers take chances. And you all deserve to be seen!

  (Thanks Suzanne Long!)

• Choose What You Read NY – Choose What You Read NY is a non profit organization that offers free books to New Yorkers, encouraging its residents to read more, giving them an alternative to the free papers that get tossed out and even the digi-trash that crowds our time. In doing so, we help to recycle used books that would have unfortunately been thrown away.

  You will find us near major subway stations on the first Tuesday of each month.The idea is that once someone is finished with a book, they either drop it off in one of our conveniently located drop boxes or back to us at a station. Unlike a library, there will be no due dates, penalties, fees or registrations. We only ask that you return it once you are done so that the same book can be enjoyed by another commuter.

• What was the last book, magazine and newspaper you read on the subway? – 6000 people respond and the New York Times posts the results
• How and what people read on the New York City subways – Plenty of detailed examples of people, their books, and their travels: "Reading on the subway is a New York ritual, for the masters of the intricately folded newspaper, as well as for teenage girls thumbing through magazines, aspiring actors memorizing lines, office workers devouring self-help inspiration, immigrants newly minted — or not — taking comfort in paragraphs in a familiar tongue. These days, among the tattered covers may be the occasional Kindle, but since most trains are still devoid of Internet access and cellphone reception, the subway ride remains a rare low-tech interlude in a city of inveterate multitasking workaholics. And so, we read.

  There are those whose commutes are carefully timed to the length of a Talk of the Town section of The New Yorker, those who methodically page their way through the classics, and those who always carry a second trash novel in case they unexpectedly make it to the end of the first on a glacial F train."

  (thanks Avi and Anne)

• Lego grabs ahold of customers with both hands – From 2006, great Wired piece about Lego's approach to involving ardent fans/customers in developing future products.
• Noting:books – the simple yet dynamic way to track your reading, from the dates you start and finish a book, to your thoughts along the way.
• CourseSmart brings textbooks to the iPhone in PDF; major readability challenges ensue – “It’s not the first place to go to read your textbook,” Mr. Lyman said of the iPhone app. But he said that it could be helpful if “you’re standing outside of the classroom, the quiz is in 10 minutes, and you want to go back to that end-of-chapter summary that helped you understand the material.”
• Nice profile of Lego’s business culture and the tension between growth and losing track of their legacy – But the story of Lego’s renaissance — and its current expansion into new segments like virtual reality and video games — isn’t just a toy story. It’s also a reminder of how even the best brands can lose their luster but bounce back with a change in strategy and occasionally painful adaptation.

There’s an advertising aesthetic I’ve long been fond of, showing a diverse range of customers tiled to demonstrate, often in a faux-anthropological fashion, that the product appeals to everyone, but that as different as people are, they have this one thing in common. The other message conveyed is that you, or “we” are the brand, collectively, evoking every cheesy movie scene where one by one the people in the crowd step forward and identify themselves as the oppressed protagonist, showing solidarity and often confounding the square villains who don’t understand true friendship (think “I am Spartacus!” from Spartacus, “I am Malcolm X!” from Malcolm X, “I am a drag queen!” from To Wong Foo, Thanks for Everything, Julie Newmar).
Some examples:

Rolling Stones, No Security, 1998

Tokyo subway, 2002

Verizon ad, 2002

This notion, if not exactly the same visual treatment, is being evoked effectively in the I’m a PC ads and the associated website

(Thanks to Tom Williams and Phoebe for their help with this post)

Transit Chief Plans to Ask Riders to Grade Subway and Bus Lines

Riders on each line will be asked to grade different aspects of service, including the cleanliness of cars and stations, safety and the responsiveness of employees.

He said he would also ask riders to list the three things that they thought most need to be improved.

“I want to know what passengers want,” Mr. Roberts said yesterday during a wide-ranging interview that touched on topics as diverse as dirty subway cars and his affinity for the poetry of Robert Frost.

“I think too often people sit around in offices like this and say, ‘O.K., I know better than the customer what it is they want and so this is what we’re going to do.’ I want the customer to drive the priorities.”

…He envisions cards that would be handed out to riders as they exit stations, and which they could fill out and mail in at no cost.

The impulse is good, but broken. Roberts realizes that the truth about riders/customers is not in his office but is “out there.” In the subway. With the riders. The real people.

So what does he do? He sits in his office and creates a piece of paper that will be given to those riders. The paper will be sent back into the office where people in the office will look at the paper and make decisions about what to do.

Why not go out of the office and talk to the riders while they are riding? Take that impulse, Roberts, and follow it to the next level!

Originally uploaded by Victor Lombardi, who criticizes the addition of arrival data to the NYC subways, because that info shifts the experience into a waiting experience. It’s funny, because I had just spent 40 minutes at the San Francisco airport waiting for an arriving passenger, where they had no signage whatsoever about the different flights. I found it incredibly frustrating and tedious, since I couldn’t stop watching and couldn’t plan what I should do for the next 5, 10, 20, etc. minutes. I was musing to myself that more information – LOTS more information – makes waiting more tolerable. In-flight maps give you more information, allowing you to participate vicariously in the flight you are on (rather than passively as a butt-in-a-seat). Add in the good-vibes of transparency and it’s obvious…

And then Challis blogged the story about the post office removing clocks which hit the blogosphere with a predictable critique — the post office is playing Big Brother by removing info that would make us less satisfied with the experience. Challis would probably agree with my call for transparency and participation, but what would Victor think about the post office? Do the clocks shift the waiting time to something less pleasant?

Clearly, it depends on the person, their frame of mind, and the location. Lots of context to consider. But the contrasting examples seemed provocative.

full story

Mr. Malave was one of dozens of curious riders who attended an ‘open house’ sponsored yesterday afternoon by New York City Transit to show off and receive feedback on a five-car test train, a prototype of the R160, the newest generation of subway cars.

Riders yesterday, told to focus on the FIND panel, were asked questions like, ‘Do you feel reassured that the train is going to your station?’ and ‘How easy or hard is it to read the words and letters on the sign?’

But riders seemed to be paying less attention to the sign than the rest of the car. Some of them said they did not regularly take the Nos. 2, 4, 5 and 6 lines (which use R142 cars, similar in design to the R143) or the L line and so were not familiar with the latest design.

Asked to compare the new car with the F train that she normally rides, Mar?a Romero, 72, a retired nurse’s aide from Gravesend, Brooklyn, said, ‘This is three times more advanced!’ Jared M. Skolnick, 34, an Internet marketer from the Upper West Side, said he admired the bright fluorescent lights, since he often took photographs in the subway.

James V. Sears, the agency’s senior director of marketing research, said the results of the surveys – along with comments from focus groups convened in 2003 – could be incorporated into the final design of the FIND panel.

Right. Because in order to understand the reassurance of a design feature, you simply ask people if they find a certain feature to be reassuring? Sigh!

Via BoingBoing

Regardless of your perspective on the NYC subway bag searches, one must admit that this is genius. Use tools that put the customization (if not the direct creation) of products into everyone’s hands and use the icon of the product itself to comment on the event. It’s more than a slogan-on-a-t-shirt/button/placard, it’s product as social action.