Tool tips – When should design explain itself?
Should a hacksaw or staple gun need a manual? Mine have permanently moulded instructions to help get the most out of using them. This sort of thing has become commonplace in the digital world too. Hover your cursor over any button or tool and you’ll see prompts, tips, guidance, explanation etc. as you explore and [...]
Visualising UX research
I’ve never seen clients stand around a written report gesturing at various pages discussing their implications… but when this happens with a drawing, I really feel like my job is done. A written report can be restrictive when working with rich, emotive material, so I often use visuals to communicate insights and what they mean [...]
Motivations. Delivered fresh to your door
I’m in London this month and just received a boxful of fresh produce from Abel&Cole. Two things become very clear upon opening the veggie box; They know who their customers are, …and that each customer has a different set of motivations to use the service. A great example of this is in the friendly Spring [...]
Swipe this way
You know you’ve overlooked basic design research when your customer can improve your product in a few seconds using a pen and some tape. This is the case with these three payment terminals. The design usually includes a discreet symbol to indicate which way the card should go through the slot, an interaction that occurs [...]
Tune in to customer behaviour, or you’re buggered
With technology and the way we consume all types of media advancing at a blinding pace, following changes in behaviours, motivations and expectations of customers plays a critical part in informing and providing a great user experience. It’s nice to think we kiwis are up to date when it comes to technology and that our [...]
User Centred Design, for the long haul.
During a 9 month project with IDEO, Air New Zealand took a user centred approach to improve seating design for their long haul services. They built full scale prototypes of cabin interiors to carry out design research, evaluating seating and service concepts with real passengers. The project began in 2007 with a goal of understanding [...]
When less is less and more is too much.
This Honda trunk-lid has been simplified and streamlined so much that the owner has crudely screwed on a ‘hardware store’ handle to make it easier to use. This Mazda door entry has gone the other way by adding complexity; a key-code entry, which looked to me like it had never been touched, whereas the standard [...]
Air New Zealand listens to customers. Or do they?
A UK based Air New Zealand campaign highlights the attitude and friendliness of cabin crew as something uniquely kiwi. The idea for the campaign was apparently inspired by a passenger’s tweet; … but given that the tweeter is a London-based digital marketing consultant who’s own website has a page of “10 reasons why you should [...]
UX in the physical world
My latest project allows me to work on some interactions with a different kind of digital – gripping fingers and thumbs, … it’s taking me back to my surfboard building days. It’s with a kiwi company developing a new type of mouse. I’m using UX methods to help refine the design, starting off with some [...]
Running. A user centred business.
Where can I go for a run around here? Concierge at my hotel in Singapore only needed to be asked this a few times before they found themselves offering directions. …But all too often they’d spot their guests returning by taxi after getting lost in the suburbs. This jogger’s map started out when a staff [...]