A proposal which changed the world forever.
"The WWW project merges the techniques of information retrieval and hypertext to make an easy but powerful global information system. The project is based on the philosophy that much academic information should be freely available to anyone. It aims to allow information sharing within internationally dispersed teams, and the dissemination of information by support groups. Originally aimed at the High Energy Physics community, it has spread to other areas and attracted much interest in user support, resource discovery and collaborative work areas."
Pages as dividers are old school from the atom world.
"Long listings might need pagination by default, but if users customize the display to 'View All' list items, respect that preference."
Listen to the thoughts, insights and ideas on service design of this illustrious trio.
"We'll start with a brief introduction to Service Design and cover a case study from an insurance company to demonstrate its key service design ideas and methods. Gjensidige - Norway's biggest insurance company - is a large organization dealing with an abstract "product" of insurance and financial services, but with outcomes that deeply affect people at critical moments in their lives. Building on Gjensidige's strategy to be completely customer centered, we will show you how a service blueprint can bring together groups - like Marketing and IT - that are often misaligned and at times at war. We'll also show you how cross-channel experience prototyping with customers and staff made two organizations (insurance and banking) feel like one to the customer."
(Lavrans Løvlie, Andy Polaine, and Ben Reason ~ O'Reilly)
A kind of out-of-place and out-of-time way of designing.
"Contemporary Steampunk culture owes much to the Internet and the communities of practice that have arisen online to share techniques, post tutorials, debate principles, and generally create an ecosystem that supports and celebrates improvisation, exploration, experimentation, and bricolage."
Search, the most undervalued digital conversation.
"Search is a conversation: a dialogue between user and system that can be every bit as rich as human conversation. Like human dialogue, it is bidirectional: on one side is the user with their information need, which they articulate as some form of query."
Healthcare, the next field of digital disruption and experience design.
"(...) organizations that lag in customer experience can be found more commonly in the airline, Internet service provider and healthcare industries."
Designing for simplicity versus complexity is a zero-sum game.
"Put your user in the middle of your flow. Make them press an extra button, make them provide some inputs, let them be part of the service-providing, rather than a bystander to it. If they are part of the flow, they have a better vantage point to see what's going on. Automation is great, but it's a layer of cognitive complexity that should be used carefully."
The theatre metaphor really helps our thinking on services.
"These questions continue to apply in prototyping, building and all the way to delivery of new services and on into business as usual. I've used these same questions in co-design sessions, putting them directly in the hands of participants as they work on being a part of their own products and services."
Identified a new type of experience: KX ('Kids Experience').
"Kids are special. There is no doubt about that. But it does not explain why they also need special attention when it comes to user research. Here are 5 reasons why we need to start doing user testing with kids and why it's very different than what we know from testing adults."
We know of this poster child. The team must be gold.
"The past year's success is the product of a talented, smart, hard-working group, and I take great pride in being a part of this team. Setting the bar high in our approach to hiring has been, and will continue to be, the single most important element of Amazon.com's success."
Another giant with strong shoulders.
"I couldn't end a conversation with one of the fathers of computer graphics without asking him where he thought the field might go in the next fifty years. I should have remembered, though: Sutherland had already explained to me that he's not into the prediction game."
Some would label this 'evidence-based'.
"If our community is going to actively sell the concept of user experience, we need hard data. Yet at every conference I attend, I hear about new tools, new techniques, new processes - but almost never about unassailable scientific results that demonstrate replicability. Sadly, most of the case stories I hear are merely glorified advertising. Moreover, like touching the hot iron as a child, learning about what doesn't work is also important."
Great and important topic, the patient experience.
"While sustained behavior and lifestyle changes can lead to improved health outcomes, there may be another pathway to health. Namely, the increased sense of confidence and control that comes from being successful at changing ANY behavior, even if the change is not sustained, can also improve health outcomes. Learn how to avoid the tyranny of prescribed failure experiences. Learn how to prescribe success by aligning with passions, discovering patient-generated solutions, and celebrating success."
Research precedes design, and the other way around.
"Usability findings derived from a broad base of diverse studies have higher credibility than those based on many users with a single stimulus."
CX being driven by the EX.
"The methods of experience design uniquely situate experience designers to address employee disengagement in textured ways. By uncovering the root behavioral causes and co-producing solutions with employees, experience designers can create the right kind of resources, which empower organizations to own their desired change over time. As employee experience design is not a tidy activity, this article will focus less on concrete deliverables or step-by-step how-to-recommendations. Instead, a working framework is presented to assist experience designers in thinking through their own process-centric approaches and solutions."
Mnemonic device for the UX disciplines: LATCH re-visited.
"The reason I ask has to do with something you may remember from early math classes when coursework introduced multiple types of operations. There needed to be a set of rules in place so that little Jimmy would know whether or not multiplication happens before or after subtraction. Enter the Order of Operations, a.k.a 'Please Excuse My Dear Aunt Sally'."
Knowing where you come from is a great foundation.
"The greatest thing is that this has sort of become a sandbox for the mind. It's a medium, not just a calculating machine. We now have this thing in front of us, it allows us to paint, to write, to listen to music. It mesmerizes us and steals our lives. I think it is the invention of the last 500 years. And we're waiting to see what it does next."
Animation conveys meaning.
"Folks keep throwing around the word 'delight' when referring to animation and cute interactions. Cool and great for those guys. Guess what though? Animation can be used functionally too. It's not just an embellished detail. Animation leverages an overlooked dimension - time! An invisible fabric which stitches space together. You don't have to be a math dork to understand this. Let's take a look at some simple ideas."
Just a set of steps a.k.a. process in 'hinzeit'.
"Typically, when a product design falls flat, people want to insert a design process to fix the bad design. However (...), a one-size-fits-all design process does not exist. Don't force a process on a design team that everyone must follow. Every designer has their own unique way of solving design problems. Bad product design is fixed by hiring good designers not by adopting a better design process."
Finding what you're looking for implies you know what to look for.
"The customer experience, in all its different facets, is moving into the focus of innovation management.(...) Firms have started abandoning the transactional and product-oriented view of customer relationships. Instead, they have begun to design and align all their interactions with a customer so that consistent experience cycles evolve. Practical product functions are becoming a commodity and the communicational functions as well as the symbolic environment are becoming competitive differentiators. The product is thus merely one element to develop and is to be embedded in an equally important environment of consistent and meaningful customer touch points. The key challenge for firms is to handle the dispersion of responsibilities for relevant touch points across functions and business partners. Therefore, this research explores the means for an effective management of the experience design activities."
UX management, another emerging discipline, practice and community.
"It is difficult for those not in Research & Development, Quality Assurance, Marketing or other non-customer related departments to immediately see the reasoning behind the need to hire a UX Manager. This is understandable. Those in more financial or executive positions have their own sophisticated sciences and logistics with which to be concerned and are forced, often against their desires, to leave the 'creative' sciences to those who specialize in them. With that in mind, this article will list ten reasons why all enterprise level businesses need a UX manager. Before continuing to read, please note that some of these aspects come as a result of the user experience development phase, rather than being components directly thereof. All people in leadership naturally understand that one ripple in a pool affects all the others, making resultant factors just as vital as direct ones."
And of course, also outside the UK.
"So why are relatively few companies turning to UX professionals or implementing in-house practices? The answer, somewhat predictably, is often cost or lack of human resources. But Is it worth it? Here we take a look at the issues, trends and health of the UX industry. (...) A UX or interaction designer (PJB: sic!) must think about how to conceive and design complex sequences of loosely choreographed interactions and rise to the specific challenges imposed by multi-channel and multi-platform services, managing their constant evolution. It's hard to deny that the rise of a UX design community has done wonders to improve the perceived quality of many recent products and services. In the future, business is likely to call on them even more."
Business, the new hunting ground for UX professionals.
"We talk a lot about cross-channel experiences and how to address these new challenges as designers, but what about using our design skills, our hard won knowledge and empathy for customers to help companies decide what products and services will help grow their business? While companies are coming round to the value of customer experience, they're struggling to acquire the skills needed for creating and managing touch points as well as understanding and prioritizing needs. And when we're talking multi-channel ecosystems, who's better equipped to address this complexity than those who have the skill set to not only understand it, but to design it and guide how it's built. From optimizing the cross-channel customer experience, to creating new product and service extensions, we're heading into a prime moment for bringing our toolkit into the business arena. This talk is meant to be both a thought starter as well as a lively group discussion around how UX can begin to play a substantive role in a company's digital strategy. Using examples from my own experiences and input from a variety of seasoned practitioners, we'll examine the challenges and map the opportunities across our own journey as UX professionals who are starting to think about what's next."
Discovering the large body of design management knowledge as helpful to move UX design into large orgs.
" I'm convinced, to build an important, new foundation for meta-innovation, that is, a more innovative way to create innovative organizational environments, especially in business settings."
Great infographics for better understanding the history of IA.
"The research captured unique IA practice definitions and related concepts that have given shape to the industry. Works are cited because they have persisted and are actively endorsed, practiced or developed as an area of research and theoretical inquiry."
One of the giants on whom's shoulders we stand.
Interview with computing pioneer Alan Kay ~ "One way to think of all of these organizations is to realize that if they require a charismatic leader who will shoot people in the knees when needed, then the corporate organization and process is a failure. It means no group can come up with a good decision and make it stick just because it is a good idea. All the companies I've worked for have this deep problem of devolving to something like the hunting and gathering cultures of 100,000 years ago. If businesses could find a way to invent "agriculture" we could put the world back together and all would prosper."
(David Greelish ~ Techland)
Remarkable woman in the Paul Otlet trajectory.
"During her thirty years at the Bibliothèque Nationale (BN), Suzanne Briet (1894-1989) made important theoretical, organizational, and institutional contributions to the documentation movement in France. This paper attempts to place her documentation work within the context of the far-reaching reform of French libraries, with special attention to the transformation of the BN. Like her colleagues in special libraries, Briet embraced modernity and science. However, because of her strong orientation toward humanistic scholarship, she viewed documentation service and bibliographic orientation as an enhancement rather than a rejection of the scholarly traditions of the national library. This paper will focus on her efforts to integrate the innovative ideas of the documentation movement into the practice of librarianship at the Bibliothèque Nationale."
User (experience) research, design research, usability research, market research: A changing, interconnected world
Whatever it takes to feed your understanding of people, as consumers, users or patients.
"When I was in a management role at Yahoo!, we discovered that market researchers were encountering some of the same obstacles as our UX researchers - obstacles to being appropriately involved upstream in the process to have a more strategic impact on the company. So UX research began to partner with market research in an effort to attain that involvement."
Time/space dimensions don't apply to the online world. At most, they are just metaphors or analogies.
"Browsing the Web. Surfing the Net. Navigating a Web site. Traversing a hierarchy. Going back. Scrolling up and down. Returning home. We've seen such metaphors throughout our history of using computers to interact with information. Haphazard though they may seem be, these metaphors highlight a universal reality of human psychology: we perceive the world - both physical and digital- - in spatial terms."