UX London Tweets – Jared Spool

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

  • warming up my twitter fingers in a vain attempt to keep up with @jmspool, who is up next at
  • ‘ …and they thought that was just a senseless waste of asterisks’ @jmspool is on form
  • designs can’t intuit anything, people intuit things, calling design ‘intuitive’ is a shortcut.
  • people become frustrated because they are no longer focussing on what they are doing, they are focussing on the design itself
  • novelty isn’t always responsible for unintuitive design, sometimes it is simplicity
  • intuitive design is a personal thing – it is based on what you currently know (your previous experiences)
  • intuitive design is evolutionary – as the technology matures, our expectation for intuitive design increases.
  • Current Knowledge (what the user brings with them to the design) & Target Knowledge (what they need to have to complete their task)
  • In between ‘Current’ and ‘Target’ knowledge = ‘The Gap’. Design happens in The Gap.
  • is anyone at #uxlondon heading over to tonight’s UX London bookclub? (via @Wandster) > I am! :)
  • Lots of excellent (but not so tweetable) comparisons of IM setup pages and their relative ‘intuitiveness’
  • wizards reduce Target Knowledge, which is great… as long as they work. If they don’t work, the user is screwed.
  • a design is intuitive if target and current knowledge are the same, or the knowledge gap imperceptibly small.
  • ethnography/field research: users in the mist @jmspool
  • Techniques for creating intuitive designs: Field Studies (Current Knowledge), Usability Studies (Target Knowledge)
  • use robust personas to store and communicate what you learn from your user studies
  • can’t believe @jmspool hasn’t cracked a ‘mind the gap’ joke yet

UX London Tweets – Dan Saffer

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

  • Designing from the Inside-Out: Behaviour as the Egine of Product Design with @odannyboy
  • @21five good pickup. We don’t customise on the web. Mobile is a completely different story
  • it is easier to focus on things like form than it is on behaviour.
  • many competitive products do very similar things, it is the behaviour of the products that differentiates them (eg iphone/nokia)
  • features are not a good long term strategy for product differentiation. eg. Flip Camcorders
  • behaviour led design can be a great defender against featuritis
  • very pretty KeyNote transitions @odannyboy. Esp the glistening obligatory Don Norman quote :)
  • It’s easy to replicate features but it is hard to copy how those features behave if care is taken to design them well
  • Stop looking for people’s goals and preferences and start looking for what they do and why they do it.
  • Focus on: Motivations, Expectations, Actions, not demographics or preferences for customer modeling
  • Transitions Matter #uxlondon (ref: previous tweet re: Dan’s keynote transitions. lol)
  • @odannyboy is talking about Buddha Nature (core activity) and the Hero Task. Think they would enjoy @lukewdesign‘s Parti
  • If the product was an action, what would that action be? There is a big difference btwn ‘design X’ and ‘design something to do X’
  • ‘So, am I saying form follows function? Somewhat, but don’t quote me’ @odannyboy

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.