CX Pyramid2B

Friday Link Round-Up – March 13 2015

The CX Pyramid: Why Most Customer Experience Efforts Fail


Bottling Lightning: How to channel and sustain creativity


Deconstructing Fidelity


The man behind the Apple Watch


“Delightful” Interaction Design Needs To Die


The lowest price doesn’t mean the price is right


Automating Style Guide-Driven Development


Nudging and Choice Architecture: Ethical Considerations



Friday Funny: Kindle Cover Disasters

Friday Link Round Up – 3 October 2014


4 Facts About Decision Making That Will Improve Conversion Rate Optimization



Great resource on design research methods



It’s called “Ship” not “Sh*t”.

The Minimum Viable Problem!



Size Matters: Balancing Line Length And Font Size In Responsive Web Design



Focus groups are worthless.



US Mobile Benchmark Report 2014



Promoting sketching

A sketch of a hand in the thumbs up positionSketching is a really, really important part of the UCD process, in my opinion. It allows us to communicate, and get feedback on, ideas and approaches quickly and with little cost.

However, not everyone is initially comfortable doing it. People may feel that they can’t really draw, and are uncomfortable sharing rough sketches, as they feel that it isn’t good enough. You can tell people all you like that fidelity is not important, that it’s about communicating an idea – but that doesn’t always work.

I believe that, in order to move a team to a more sketch led culture, this is the first hurdle that must be overcome. An idea that I got from my colleague and friend Lee McIvor (@leemcivor) is to play a form of Pictionary. And this is exactly what we do at our team meetings here at TUI.

I choose a different theme each time (brand names, cities, household items), write a dozen or so on pieces of paper, split the group into 2 teams and start the game. The teams play head to head, the first to guess the answer correctly gets a point. It’s a playful way of showing that sketching is about conveying a concept quickly and not worrying about fidelity.

This technique not only breaks down that sketching barrier, but it also helps to bring the teams together more. Most of all, it’s fun, and that’s important.

However, it’s just the first step to instilling a sketching culture; the next step is making sure that the process has a sketching step and project plans give time for this.

Image courtesy of magicmarie at stock.xchng

User Experience, Usability and Design links for November 23rd

Alex Horstmann’s user experience, usability, design, eCommerce and design bookmarks for November 23rd.

  • James-Lange theory – Wikipedia, the free encyclopedia
    The James-Lange theory refers to a hypothesis on the origin and nature of emotions and is one of the earliest theories of emotion, developed independently by two 19th-century scholars, William James and Carl Lange.
  • Web Content That Persuades and Motivates :: UXmatters
    There are several key elements that are missing from a large number of Web sites, and these missing elements often lead to bad user experiences and the total ineffectiveness of those sites.
  • » Design Jam London 1 Johnny Holland – It’s all about interaction » Blog Archive
    Design Jams are one or two day design sessions, during which people team up to solve engaging UX challenges. While conferences and talks are very popular in the UX community, we don’t have many events for actual collaboration, like the ‘hackdays’ enjoyed by the development community. Only a few UX designers participate in hackdays or open-source design initiatives –  how can we change this and get UX designers more involved? How can we introduce them to open collaboration formats? The idea of an event to get designers together to learn from each other while working on actual problems was born. Design Jams champion open-source thinking & sharing and are non-profit, run by local volunteers. The London team are Desigan Chinniah, Johanna Kolllmann, Joe Lanman and Franco Papeschi.
  • E-commerce (A-Z of user experience design resources)
  • Bounce Rate Demystified
  • Agile UX in Practice | Agile UX
    Agile development and user experience can work brillantly together… well, but how?<br />
    <br />
    Even if the effort related to Agile User Experience (Agile UX) continues throughout the project (with “just in time” designing and user testing) the User Experience foundations must be initiated at the very beginning of the project, during the first sprints.
  • Stressed Out About Holiday Shopping? Your Customers Are! | experience matters
    Regardless of their budget though, consumers told us that holiday shopping is stressful. Of course there are obvious reasons like crowded malls, outrageously chaotic traffic conditions and increased family obligations, but consumers face other speed bumps that companies can help with.

Please do feel free to suggest other related (and unrelated ones)!

The power of the symposium for sharing design

Picture of people at an exhibitionWikipedia defines a symposium as “a drinking party (from Greek sympotein, ‘to drink together’)”, so I’d like to start by stating that, while I’m a big fan of drinking together, this is not what I’m referring to! What I’m referring to is the format, often taken in the academic world, of meeting to discuss and share ideas around a particular theme.

So, what does this have to do with user experience?

I work in a large FTSE 100 organisation, but regardless of size, as a UX person in an organisation one of the biggest headaches is sharing your work with everyone that feels they have a say in what you are doing (and that’s generally a long list). Sharing work is definitely not a bad thing – getting a broad spectrum of people giving you feedback gives you interesting and different perspectives.

However, were you to individually sit down with everyone that asked to see/feedback on what you are working on, you would spend 99.7% of your time taking people through the work you’ve been done, and the remaining 0.3% of your time evolving it and/or moving on to the next thing!

A technique that I’ve used, successfully, is to hold a symposium. We take over a large room for half a day, and stick all of our work on the walls. We then invite as wide an audience as possible to pop in at any stage during the symposium, and have a look at our work.

We present the various streams of work as areas on the wall, where deliverables are shown, and the person/people who worked on them are there to talk people through the posters, answer question and gather feedback. These ‘station’ type areas could be at a page level, or present the results of some research.

I believe that there are a number of advantages to this format:

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