Creating good User Experiences (UX) over and over again means creating first good Employee Experiences (EX - I'm trademarking that!). That's the lesson from Southwest airlines according to an NY Times article about retiring co-founder Herbert Kelleher:
Over the years, whenever reporters would ask him the secret to Southwest's success, Mr. Kelleher had a stock response. "You have to treat your employees like customers," he told Fortune in 2001. "When you treat them right, then they will treat your outside customers right. That has been a powerful competitive weapon for us."...
[W]hen you look at a company like American, with its poisonous employee relations and its glum customer base, and compare it with Southwest, with its happy employees and contented customers, you can't help thinking that Mr. Kelleher was on to something when he put employees first. "There isn't any customer satisfaction without employee satisfaction," said Gordon Bethune, the former chief executive of Continental Airlines, and an old friend of Mr. Kelleher's. "He recognized that good employee relations would affect the bottom line. He knew that having employees who wanted to do a good job would drive revenue and lower costs."
This isn't really surprising for a service company like Southwest, but the same rule applies, I believe, to companies that make products. Employee happiness often comes from walking the walk -- in other words not just making big pronouncements about how much you love your employees (Kelleher wept when talking about his employess in his going-away speech), but in seeing those through in actions big and small. And often it's the small ones that show how you actually mean. It's kind of like what they say about ethics - it's what you do when nobody's looking.
These small touches to how you treat employees are often the most intimate ones, and they communicate how deeply felt the relationship is (or not, as the case may be). Southwest, for example, seems to give its flight staff a great deal of autonomy when it comes to how they intereact with passengers, but bounded by some established guidelines. This has famously led to some staff singing the safety announcements and adding comedic commentary (I once heard one say "There may be fifty ways to leave your lover, but there are only four ways off this big bird!"). It also probably led to the more recent episodes of passengers getting walked off planes for risque clothing...just goes to show that what constitutes a "good" UX is different for different people.
While any company can luck out with one-off good experiences, a long term systemic philosophy of treating employees right fosters a mindset that is focused on thinking about the needs of others, which ideally translates into the products the employees create for the company's customers.
Cable TV companies are famously indifferent to user experiences, and my provider, Comcast, recently showcased one example. They finally started allowing previews of on-demand movies, but check out how they managed to mess up the experience:
(Credit:
Adam Richardson)
That giant blue box stays on screen for the entire duration of the preview, obscuring a good chunk of it (even more for non-widescreen previews than what you see here). It's really distracting.
You wouldn't see something like this if Southwest ran a cable system.
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 baggage lost, and late flights that the survey measured, it's hard to see how these three airlines would have intrinsic benefits over their older competitors.
There is also a more intangible difference between JetBlue and Southwest compared to most other carriers: the atmosphere on the ground and the plane that emanates from the staff. It is more relaxed, more can-do, more enjoyable. One can always find one-off examples at other airlines, of course, but the widespread nature of it at these two airlines (I have not flown AirTran recently so cannot comment) makes it clear there is systemic approach to managing and encouraging this atmosphere.
(And neither Southwest or JetBlue are perfect: JetBlue had its famed debaucle with passengers stranded for hours on runways in snow conditions, and Southwest is currently not looking so good with questionable maintenance practices. If you raise the user experience bar high, the punishment is extra hard if you fail to meet it consistently.)
People often think of good user experiences as uncontrollable black magic. Nothing could be further from the truth, as JetBlue, Southwest and AirTran show: even in a highly cost-sensitive industry there is room to make it a competitive differentiator. And not just for premium brands.
(Credit:
Rohdesign)
Designer Mike Rohde attended several panels at SXSW Interactive last week and created 34 pages of sketchnotes for them in real-time, captured in a Moleskine sketchbook:
http://www.flickr.com/photos/rohdesign/sets/72157604109069527/
And here's his post about them with a little more detail:
http://www.rohdesign.com/weblog/archives/002768.html
What I like about this unique format of panel transcripts is that it shows how rich those on-stage conversations actually were. Sometimes you find yourself in the audience, passive and wondering if the discussion on-stage is really all that meaningful to you. Well, it is -- as long as you engage and translate what's being said into another creative act.
Or as someone pointed out on one of last year's SXSW panels: "I write it down not to remember it later. I write it down to remember it now."
Blood Sweat and Tears: Great Design Hurts
John Gruber (Daring Fireball) and Michael Lopp (Apple), made the case for cultivating discomfort as a designer: "Are you willing to be an asshole?" We took a trip back through the iconic designs (like IBM) of Paul Rand and examined the allure of the Apple logo (whether rainbow-striped or white, what makes it sexy is the bite. It's original sin.). What stood out to me here, however, was discussion of emotion as a physical thing; just a limbic response, a bunch of bouncing chemicals. Because that leads to...
From Frustration to Elation: Getting Emotional by Design
Dan Rubin (Black Seagull/Sidebar Creative), Eris Stassi (Interaction Designer, Apple) and Didier Hilhorst (Interaction Designer, Ideo) shared a saccharine PowerPoint full of hearts and talk about how good design should elicit a response like good sex. Bad design (like ATM machines) can be like a bad, abusive relationship. Essentially: Emotion is essential to good design. (Just keep the limbic system from above in mind).
Does Tomorrow's World Need Designers?
Frog Creative Director David Merkoski took the stage with Alonzo Canada (Jump Associates), and Helen Walters (Editor of Innovation & Design, BusinessWeek.com) for a panel moderated by Johanna Blakley (Deputy Director, The Norman Lear Center). Here we fast-forwarded to a debatably near future--into the realm of the new singularity--because it's not a matter of when it will happen, it's a matter of thinking about it now; and that doesn't just mean watching The Matrix again.
The panel posited that all the caring and emotion we put into design could lead to the negation of emotion when we create machines that are smart enough to design themselves. But will machines be good designers (and who decides what good means)? Is emotion smart? And then there's the nurture or nourishment question: Will our relationship to the machines/systems be that of pets or food? While this might all be uncomfortable to think about, humor was still alive and well. As Merkoski put it, "There had to be a beeper before there was a cell phone. . . We might just be the beeper." So since we're getting sci-fi, here's to the pseudo-scientific:
A General Theory of Creative Relativity
The captivating Jim Coudal ("Big Cheese", Coudal Partners), launched into his theory (which essentially serves as a window into the Coudal Partners process), whereby e=mc2 means e (your energy/effort) is equivalent to m (the mass of information available to you) times c (the flash of inspiration), squared (the power of enthusiasm/belief). Or something approximate to that. Coudal showed this video from Steve Delahoyde's (Coudal) series called "Regrets." Essentially, it's a highly creative video about the ability to balance e, m and c, and a desire to hold on to the power of enthusiasm.
Enjoy.
(Credit:
SXSW)
It's freezing in Austin (39 degrees last night....) but nonetheless SXSW Interactive is about to kick off today. There is no doubt that the conference is hitting the mainstream this year (with Facebook's Mark Zuckerberg as keynote speaker and most of the big high-tech players participating). The program, which is notoriously hard to navigate, has grown even more in terms of depth and breadth.
SXSW has therefore teamed up with Microsoft and frog design to create a rich, interactive online community hub that facilitates real-time conversations around conference events while also providing an easy-to-us panel calendar. The Silverlight-based application features premium content from SXSW Interactive, including video clips from keynotes and panels, as well as user-generated videos, Flickr images, and social networking content. At the same time, aggregators from Technorati and del.icio.us comb the Internet for relevant information, keeping the site dynamic.
Check it out: http://pulse.sxsw.com
(Credit:
SXSW)
Next weekend, just a couple of days after the dust of the primary campaigns will have settled, national media attention will return to Texas as Austin is turning into party central for the annual South by Southwest Festival (SXSW, March 7-16). SXSW Interactive, added in 1994 to the music festival, has evolved into one of the most influential tech conferences in the country and beyond. While somewhat geeky in its first years, SXSW Interactive is now considered a must-attend venue for big tech players (Google, Microsoft, Seagate, etc. all have a strong presence at the show), start-ups, creative agencies, software developers, futurists, designers, artists, media, and bloggers alike, all of whom are chasing the next big digital thing. A key contributing factor for SXSW's success may have been that the initially narrow meaning of "interactive" has expanded its relevance to more industries, media, and platforms over the past few years and now serves as the modus operandi of all business, no matter how creative or digital it is. With its more solid business underpinning, SXSW Interactive has overtaken both the Push conference in Minneapolis and Wired's Nextfest in terms of relevance and commercial success.
The Soul of the Machine
Yet despite its explosive growth (16,000 overall attendees are expected in Austin this year), "South By," as conference goers dub it, has done a good job evading all attempts to be easily categorized. The interactive part, in particular, has somehow managed to remain its cutting edge. It still offers a wildly eclectic bazaar of topics, trends, opinions, and applications, and one can truly say that all of the tech conferences out there it is the one best positioned to explore "the soul of the machine."
The organization is professional but there is still a lot of room for the unexpected, below-the-line, grassroots eccentricity that gives the conference its special flavor. A big part of this can be attributed to Austin, which has emerged as a thriving hub for creative people and embeds SXSW in the kind of community fabric that doesn't tolerate any over-spin or sell-out. The organizers have also made a point to add many community elements to the event: web 2.0 for web 2.0sters, if you will. For example, this year, they pioneered a "panel picker" that allowed users to vote on submitted panel proposals and essentially democratized the entire programming. I'm not entirely sure if this is the best application for the "wisdom of crowds" since there is a real danger that the panel selection turns into a popularity contest or an easy target for PR professionals and speaker bureaus. I, for my part, am old-fashioned and prefer conference programs to be curated by a curator, simply because it is otherwise daunting to ensure the right balance between diversity and cohesion. Anyway, it's too early to tell -- we'll see how it turns out.
In addition to the panel picker, SXSW has teamed up with Microsoft and frog design to create a rich, interactive online community hub for the conference. The application features premium content from SXSW Interactive, including video clips from keynotes and panels, as well as user-generated videos, Flickr images, and social networking content. At the same time, aggregators from Technorati and del.icio.us comb the Internet for relevant information, keeping the site dynamic.
But not everything at SXSW will be user-driven. In fact, some of the program highlights were carefully chosen: Mark Zuckerberg, founder and CEO of Facebook, will give the keynote on March 9. Other keynotes include Frank Warren (March 10) and Jane McGonigal (March 11). Opening Remarks (March 8) will be delivered by Henry Jenkins and Steven Johnson, and Michael Eisner, former head of Disney, will be interviewed in a special session on March 11.
Searching for the Killer App
As eyeballs wander towards Austin, it will be interesting to see which digital innovations this year's conference will bring. Google's Dodgeball blew up at SXSW Interactive in 2006, and last year, a hitherto unknown service called Twitter enabled attendees to chat about panels in real-time and in public, and as instant as the format was its proliferation in the blogosphere: Twitter became the app de jour at SXSW and then, quickly, the rage of all digerati.
So who will be this year's Twitter? Practically speaking: Meebo. The instant messaging service is the official sponsor for live chat at SXSW 2008 and has stepped into Twitter's footsteps, which is kind of ironic. Meebo as Me-too. And philosophically speaking? Who knows. It seems safe to place a few bets on models around the new "Digital Green." The conference will be hosting five panels devoted exclusively to sustainability issues (five more than in previous years, if you're counting), among them "10 Ways to Green-ify Your Digital Life" and "Green Software -- Really?" Another big topic will be how gaming, virtual worlds, mobile and contextual web will converge (yes, convergence is resilient!) in the "Age of Engage," including discussions on OpenID and hardware mash-ups ("the long tail of gadgets"). And then there are interesting sociological tangents such as "Sexual Privacy Online," "Self-Branding," or the existential question for the attention junkie: "Do You Have to Disappear Completely to Get Things Done?" The most exciting domain for disruptive innovation right now is probably news (which, as we know, is broken), and several panels will discuss the future of Internet radio, Internet TV, as well as crowdsourced, hyper-localized models of news production and aggregation.
Or maybe, after five days of "geekspasm" and partying, ReadWriteWeb's prediction may come to pass: "The killer app in Austin might just be beer."
Links
We will report from SXSW Interactive on this blog, but in the meantime here are a few helpful links to get you in the mood:
Official SXSW Festival Site: http://www.sxsw.com
Interactive SXSW Schedule/Calendar: http://sched.org/
Official SXSW Live Chat: http://www.meebo.com/sxsw
SXSW Insider Guide: http://sxsw.ning.com/
SXSW Facebook Page: http://www.facebook.com/pages/SXSW-Festival/7826953993?ref=s
Unofficial Weblog: http://sxswbaby.com
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