I recently met Robbin Phillips and received a copy of her book Brains on Fire at the CXPA conference. After meeting her and hearing her speak on one of the panels, I knew there was an interesting story to be told and I moved … Read More
I recently traveled to Las Vegas for work. Love it or hate it, Las Vegas is an interesting place that generates many stories. The stories I found this time were related to providing great customer service. One night, I had … Read More
I recently wrote about designing an experience being like ‘The Whole Show’ for a theater production. All of the elements must come together for someone to have the experience you are creating. I have been thinking about how you measure … Read More
In an earlier post, I talked about the difference between user interface standards, patterns, and guidelines. Since then, I have been thinking about what makes a good set of patterns or guidelines. Is there an approach that works best? Are there … Read More
What makes a customer loyal to a business? Does a loyalty program help ensure loyal customers? I have been thinking about loyalty lately. One goal of many organizations is to create a loyal following among its customers. There are many … Read More
Delivering great experiences is kind of like performing a great play. You have actors, sets, and a plot. Traci Lepore did a great job comparing Design and Theater and I recommend you take a look. However, most comparisons of experience design and … Read More
Content strategy seems to be one of the big trends in experience design. And for good reason. No matter how well a web page is laid out or how interesting an iPhone app is, the words and pictures will make … Read More
“Any sufficiently advanced technology is indistinguishable from magic.” Arthur C. Clark Working in technology, we often work to create a kind of magic. Instant global communication, navigation, shopping and entertainment all in the palm of your hand. The product today … Read More
I recently attended the Interaction 11 Conference organized by the IxDA. This is a great event. Over 600 people came together to share their insights and knowledge about how to design better experiences for people. There are some great reviews of the … Read More
Attractive things work better. That is what Don Norman says in his book Emotional Design. This is an idea that I believe and try to incorporate into my work. In school, I was mostly taught to focus on improving efficiency. … Read More