Archive - June, 2009

UX London Tweets – Luke Wroblewski

Here is a dump of my live tweets during Luke’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland – coming soon!

  • Next up at #uxlondon @lukewdesign talking about Parti & the Design Sandwich… cryptic much! :)
  • How do all the things like design patterns, best practices, design principles, design visions etc. fit together?
  • imagine having 590 Million customers and 10K stakeholders… that’s Yahoo.com. Design that homepage!
  • Parti = the big idea
  • A parti is different to a vision statement bc it is expressed through the language of design incl. experiential and aesthetic
  • tech opportunity, resource alightment, company strategy, market factors, customer insights, all contribute to Parti
  • Parti derives from usage metrics, customer feedback, market trends, corporate strategy, revenue objectives, concept testing….
  • Yahoo.com Parti – ‘the dashboard for what you love on the web’
  • emerging theme from #uxlondon – communicating your design work/principles effectively is as important as the design work you’re doing.
  • It’s not about having control over this big idea, it’s about being able to get everyone aligned around it.
  • no one customises/personalises. (@lukewdesign of Yahoo.com says so – tell your boss)
  • The top of the Design Sandwich is Design Principles (Jensen Harris’ MS Design Tenets on screen for the 2nd time today)
  • Good idea or no? Someone has an idea, evaluate that idea against your design principles – does that idea align with principle?
  • Design Considerations are at the bottom of the Design Sandwich (Opportunities & Limitations)
  • What is Best Practice? Not how you can solve a problem but how you should solve it.
  • in situations where bad decisions happened, people lacked some information that would have helped make the right decision @jmspool
  • the rest of the design sandwich (the filling) = design patterns, best practices and research/testing.
  • a poor designer will attempt to hold onto a failed parti, thus losing the integrity of the whole. Create another parti!

UX London Tweets – Eric Reiss

Here is a dump of my live tweets during Eric’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland – coming soon!

  • Eric Reiss on stage talking E-Service (if you want it done right, do it yourself).
  • Service is 100% about user experience, but UX is not 100% about service.
  • ‘here you’ve got another middle aged white man to tell you what you should be doing’
  • Lesson 1: Service management is a process not a program
  • Willing to lay bets that Eric didn’t fly British Airways to London ;)
  • ‘i’m so paranoid about flying British Airways that I take photos of my luggage before I fly with them’
  • happy customers tell on average 3 people. Eric is v unhappy and telling hundreds. (The av. unhappy only tells about 17 tho’)
  • Service: there is nothing tangible about service, the experience is the value
  • service: quality assurance needs to happen *before* production
  • We don’t want interaction! – we want to minimise our interaction!
  • 3 Types of services: Help, Enhance, Fix
  • Reading between the rants: customer service is old school and you new school kids are getting most of it wrong. Be more thoughtful
  • Eric: the problem is that the people who really know Service Management don’t know our (digital) industry. And vice versa.

UX London Tweets – Peter Merholz

Here is a dump of my live tweets during Peter’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland – coming soon!

  • the legacy of org chart mentalities is silo-ing the customer experience, the website is only one part. Need to get up the chain
  • use mental models and personas to understand goals, behaviours and what keeps your customer up at night worrying
  • Customer experience is not something that the organization buys, it’s a mindset it adopts.
  • Experiences> Interactions> Touchpoints> Procedures> Systems. Good UX starts at Experience, most companies start at Systems
  • consider Experience Principles, not just ‘voice’ as a foundation of Brand
  • Need to figure out how to communicate what we want to do in order to get others to embrace it.
  • What are u doing to get other people excited about the opportunities? What can u do to communicate ur ideas to get people inspired
  • we need to think of design as ACTIVITY – that a whole organisation can engage in. We become faciliators #uxlondon (ed note: +++ )
  • Everyone from the CEO down can be involved in collaborative design processes. Collaboration doesn’t make it slower.
  • Q: how do we get good experience without a visionary CEO? A: A good set of experience principles helps develop vision from within
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