user

Org Chart 2.0: Built for User Experience Systems

I believe we are about to see the birth of a new business organization - one that is optimized for complex systems of problems and solutions, rather than based on silos focused on specific functions, and which treats user experience as a core organizational axis rather than a meddlesome add-on. Call it Org Chart 2.0.

Today's companies are largely structured with Org Chart 1.0: silos of knowledge and product offerings (segmented by customer type, price point, technology, etc.). We have had this structure for decades, even centuries, and there are good reasons for it: it helps drive … Read more

Confessions of a Linux newbie

This year my one-and-only New Year's resolution was to begin the transition to open-source software in general and Linux in particular. I thought I was just setting out to learn a new operating system. In fact, I was entering an entirely new world of computing.

My Linux education began with a lesson in community. I struggled to get Ubuntu, my distribution (or "distro") of choice, to recognize either of my two wireless adapters. One of many comments to the blog post in which I described my wireless woes pointed me to a program that got me connected … Read more

Cheap = good

Isn't it interesting that in the latest airline quality rankings the top three spots were taken by low-cost carriers? JetBlue, Southwest and AirTran ranked the best while overall the industry had its worst ratings in twenty years.

Just goes to show that providing a leading user experience does not have to mean premium price. All three are relative start-ups compared to the likes of United and American, and they have been able to structure themselves (and therefore their) costs based on lessons learned from the older airlines.

Nevertheless, with issues like number of passengers bumped per flight, amount of … Read more

Five things I love/hate about the iPhone

I've had my iPhone for a week now and am amazed by how much it has changed the way I use a mobile device. My Blackberry was all work: I used it for email and to read stories on Arsenal. (Yes, that counts as work these days.) The iPhone is much different. There is so much to do with it. I find that I use it far more, but for less drudgery and more fun.

A bit like how I use my Mac.

I thought I'd compile a list of the five best things about the iPhone, and the five worst. It's not a perfect device by any means. It's interesting to see that some of the iPhone's greatest strengths pave the way for its greatest weaknesses.

But first, the good:

The typing on the iPhone is lightning fast. I never would have guessed this, but it's true. I was pretty fast on my Blackberry 8700 and then 8800, but I'm at least 25 percent faster on the iPhone. I worried about the lack of tactile feedback, but the iPhone gives visual feedback (the key you're about to hit enlarges to meet your finger) which is arguably superior. In addition, it's very, very smart about correcting misspellings. Often I'll keep typing, even when I know I made a mistake, because I know the iPhone's software will correct my mistake for me. It usually does.… Read more

Has crowdsourcing jumped the shark?

Crowdsourcing has entered the mainstream big-time. It has become daunting to find a brand these days that does NOT have some crowdsourcing program in place.

My Starbucks Idea is just the latest example: Starbucks asks its consumers for advice, and besides certainly receiving a lot of good ideas, the troubled coffee chain makes consumers feel part of the brand remake.

It's the same template as usual: engage your community, harness its creativity, and let it create the content for you.

It works, sure, but it's getting stale. For some reason, marketing trends take two to three years before … Read more

It's about the experience

So today is a special day. My father celebrates his 70th birthday — aside from my outing his birthday and age (fortunately he probably won't see this), today will be just another day for him. Needless to say, he's not one for celebration. In fact, I think he sees most days as just another day, but in a good way. Let me explain.

My father comes from a time long before the web and computers. He didn't go to college, and fortunately grew up in a day when you could do a lot more with your life without … Read more

Innovation 1-on-1: Brooks Protzmann, Dell

This installment of thoughts on innovation comes from Brooks Protzmann. Brooks is the Manager of Visual Identity and the Brand Experience team as part of the Experience Design Group at Dell Inc. in Austin, Texas. He is responsible for the product-focused touch points of the customer's experience when engaging with the Dell brand, products, and services. His functional responsibilities include design strategy, visual identity, packaging, user interfaces, and information design. The Experience Design Group covers the entire Dell customer journey with integrated Industrial Design, Usability & Human Factors, and Customer Experience.

Prior to joining Dell Inc., Brooks was Director … Read more

BlackBerry takes a lickin', and dies

Sorry for the lack of posts recently, I've been very busy with a lot of traveling that hasn't left many brain cells free to do blogging. Thanks to Tim for holding down the fort in my absence. Now, on to business...

Recently my BlackBerry got run over by a car. You can see the results here, it's not pretty. Actually, I think it held up pretty well considering it got hit on a busy street. It's rather a mystery how it got there, as I hadn't been anywhere near where it was found.

A kindly … Read more

Will tomorrow's world still need designers?

Johanna Blakley, Deputy Director at the USC Norman Lear Center, will moderate one of the most provocative panel discussions at SXSW Interactive next weekend: " Will Tomorrow's World Still Need Designers?" Panelists include Alonzo Canada (Jump Associates), David Merkoski (frog design), and Helen Walters (BusinessWeek). In a blog post, Blakley has articulated some points that challenge the raison d'etre of a whole profession and will likely spark a heated debate:

"At Davos this year, four luminaries in the world of design were asked to predict what the future of design will be. The themes that arose … Read more