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  • 3 Secrets for a Successful QR Code Campaign This Holiday Season
    such as Bit ly Secret 2 Use a mobile optimized landing page While many potential points of access are possible QR codes are most often scanned with a mobile phone The web page your customers will see after scanning your QR code should naturally support the device most people use to access the page While this is a simple concept it is astonishing how many companies do not take the time to create a mobile optimized page That is a mistake After scanning the Mochi Massage QR code the first page customer sees on his or her iPhone is the un optimized desktop web page shown below Unoptimized web page does more harm than good for a stressed out shopper holding a mobile device Instead of providing comfort the design irritates the customer by forcing them to poke and prod the page zooming and panning multiple times Especially unpleasant when browsing with one hand and holding heavy shopping bags in the other So now Mochi s customers feel more stressed just trying to read the page you can sense their shoulders getting tight as they crane their necks to see what the page is about in the glare of bright afternoon sunlight Relaxing initial customer experience In the words of immortal Rudyard Kipling Not so but far otherwise Which brings us to our 1 secret Secret 1 Provide a clear value proposition All the panning and zooming necessary to see the page is certainly irritating but they are minor compared to finding nothing of value once zoomed in That s right A full 95 of a typical homepage is irrelevant in the mobile context of use How disappointing A customer has taken the time to open and unlock their phone launch a special app and take a picture of your code In our fast post Internet world that s a large amount of work and a high level of commitment to your ad campaign If the person who scanned the QR code does not get some immediate perceived value back for their trouble the resulting outcome will be decidedly negative toward your brand Interestingly Mochi Massage is showing some small value on their website but because the page is not correctly formatted and the discount appears in the right bottom corner the last place anyone would look while keyhole browsing on a mobile device any value proposition is completely lost In addition to that there is no clear call to action for the next step the customer should take such as to get directions email or call for an appointment both actions that naturally integrate with mobile context of use Start with Value Build for Mobile In your own QR code campaigns be very clear to your potential customer what your offer is and what you want them to do with that offer on their mobile phone For example here is a DesignCaffeine Inc QR Code for URL bit ly designingsearchbk that leverages all 3 secrets 1 Clear value proposition

    Original URL path: http://www.designcaffeine.com/articles/3-secrets-for-a-successful-qr-code-campaign/ (2016-04-27)
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  • shopping
    of these folks had higher end mobile devices and many had a household income of 100 000 How do you reach these millions of Olympic Caliber Shoppers Here are 3 key design strategies that help ensure the success of your QR code campaign Filed Under 56 Articles on Digital Strategy Mobile and Search Featured UX Design Articles Mobile and Tablet UX Design Articles Tagged With analytics ecommerce landing pages Mobile

    Original URL path: http://www.designcaffeine.com/tag/shopping/ (2016-04-27)
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  • Top 5 Ways to Break Your Login Experience
    lukew s Bagcheck com has done 3 Creating arbitrary password rules No really Go ahead and try it see how long you will remain in business Delicious manages to take the password interrogation torture to another level not only do they require a certain minimum number of special characters and numbers but they limit the maximum number of special characters in your password as well Adding an extra click to see the incorrect password error make the cute little message so very not funny for delicious customers Doing this forces people to create and memorize a unique password just for your site Annoying Absolutely Couple this with a frequent time outs mentioned in 1 and in frequent login to use the tool and you can almost guarantee people will not remember their passwords creating tremendous obstacle to use and constant pain for your customers Password guidelines should be exactly what they sound like Guidelines Your system should not place upper limits on the number of special characters numbers and letters your customers can have Unless you are E TRADE it s not your job to be the password policeman Instead provide a visual security goal and let your customers decide how secure they want to be Google and Yahoo provide simple sane plugins that display a meter displaying password strength The added benefit of using the consistent set of rules is that it will let people can re use their favorite passwords so they will not have to as Winnie the Pooh said frequently remember to forget such things 4 Making them click to get to login form Delicious requires customers to click Sign In button to open the sign in form This extra click is as irritating as it is unnecessary If the customer timed out just take them

    Original URL path: http://www.designcaffeine.com/articles/top-5-ways-to-break-your-login-experience/ (2016-04-27)
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  • delicious
    writing my book Designing Search UX Strategies for eCommerce Success The plugin is still as delicious as ever but the login experience has become a cloying putrid Durian mess that became enough to justify the pain of 2 hours of migrating to and learning another service Don t let your customers walk out on you Avoid these 5 key issues in your login process Filed Under 56 Articles on Digital

    Original URL path: http://www.designcaffeine.com/tag/delicious/ (2016-04-27)
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  • Presentation
    resourceful and intuitive mobile search experience I will present the best material from my upcoming book Designing Search UX Strategies for eCommerce Success due out from Wiley in Spring 2011 Filed Under Speaking Tagged With Mobile and Tablet UX Design Articles Presentation Search UX Design Articles UX Design Workshop Information Architecture Summit April 7 11 2010 Phoenix AZ Jan 20th 2010 by Greg Nudelman Design Caffeine for Search and Browse UI The best content from Greg Nudelman s monthly UXmatters column Search Matters and his upcoming book Designing Search UX Strategies for eCommerce Success Optimizing images content and actions in search UI the best ways to approach no search results conditions differences between iPhone and Web search dynamic landing pages brand catalogs and category pages and more Filed Under Speaking Tagged With IASummit Presentation Net Squared Conference May 2009 San Jose CA Jan 20th 2010 by Greg Nudelman Experience Design for a Viral Mobile Community ThirstyPocket used iPhone application design to foster social change by creating a platform for viral neighborhood commerce which brings people together and encourages community interaction We will demonstrate buying and selling flows and discuss specific user experience design strategies and insights that were used to

    Original URL path: http://www.designcaffeine.com/tag/presentation/page/2/ (2016-04-27)
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  • One Circle to Rule Them All: Winning the Battle for Social Network Domination
    the Big Apple No way unless your clients live in NYC they think rightly think that you are spamming them How about your Aspirational contacts list Ditto How about your friends Well none of them live in NYC Would you create a special NYC Trip August 5 2011 Circle and add people to it Way too much trouble So you will instead post a lame general message I m off to NY let me know if you want to connect and we are right back where we started with the ocean of noise on Twitter and SPAM Ville on Facebook When it comes to spontaneously finding and deepening un expected connections Rings Circles and Categories definitely leave a lot to be desired Fortunately tags provide a much better connection mechanism All of your connections can be self tagged with the city and state where they currently abide Alternatively you can manually tag interesting people with where they live or work NYC SF LA including multiple tags for really interesting creative people like Josh Clark globalmoxie who travels often and lives in multiple countries Now all it takes is a couple of keystrokes of a quick tag based search just like Twitter and voila your very own instant New York Drink Fellowship Ring Circle Now you can tell your Tagppeeps the exact dates times and places you will be and set up a great get together Hug a friend Score a gig Connect your friends and clients with one another All the while keeping noise to a minimum and maximizing your connection spontaneity And isn t this the whole point of this exercise surely Communication Being able to get the right information to the right people instantly in context and add value to the work processes as they happen is the near future promise of our social networks While this is the ideal we are certainly not there yet Here is my very incomplete and subjective list of features a new social network should consider having in order to win the bid for becoming the One Circle To Rule Them All 1 Superior Mobile App When it comes to social networking mobile strategy is your strategy There is no other Mobile technology will determine whether your network lives or dies The rocketing increase of mobile use of Twitter and Facebook coupled with increased market penetration of smart phones and widening availability of cheap Android models makes Mobile the most important market to capture There is little doubt that Google has a leg up on the competition as they own the Android platform and can fully integrate Google into the phones operating system However the jury is still out on the Google s current mobile offering especially the iPhone application However releasing apps for all of the major platforms is certainly a step in the right direction 2 Integrated Feeds The main reason we do not yet derive full value from mobile is that communication is tightly subdivided into technological silos Email IM LinkedIn Twitter Facebook etc and information is not semantically labeled and sorted into buckets people can actually use Instead people are forced to continuously check various communication channels for fear of loosing an important communication and to get the constant dopamine hit of being able to stay in touch and up to date Keeping up with all of our methods of communication takes a lot of time and almost super human effort Any new social network worth considering in a bid for the One Circle to Rule them All title should make a serious effort to separate the message from the technology medium One approach would be to integrate and prioritize various information feeds within a single unified inbox Rather than switching apps to stay in touch on all the networks we will be able to get all of the feeds in one place Instead of tracking down the people we need to get in touch with we will be able to select everyone we need and send a single communication with the right people in one shot from one central location Even better people we want to reach will be able to receive our communication in the way they prefer Anyone who ever tried to use the barely usable LinkedIn InMail can attest to the fact that creating a robust inbox is not easy Here again Google has significant advantage over other social networks because Google already owns Gmail a very successful highly usable product that forms the basis and the technology to create a fully integrated inbox Google recently added a communication bar to Gmail showing that they certainly interested in making Gmail more integrated with their other services 3 Integrated Alerts Every day new and different ways to communicate are popping up all over the mobile landscape Facebook alone allows for more than 10 different ways to send and receive messages poke post on the wall comment on photo etc And every new social networking service takes it upon themselves to popup alerts one after another on our phone And these alerts are multiplying by default multiple alerts are propagated through the networks so we get an email alert about a DM Tweet or when receiving a Facebook friend request in addition to multiple alerts on our mobile phone As noted by Douglas Ruskoff in his brilliant book Program or Be Programmed Ten Commands for a Digital Age OR Books 2010 heavy mobile phone users are developing a Phantom Vibration syndrome where we feel our phone vibrating on our hip even though the device itself is in the next room Alerts are now conditioning our very nervous systems to salivate at every incoming message like Pavlov s dogs The Revenge of the Son of Planet of Alerts has reached its climax Proliferation and popularity of alert aggregating apps like Boxcar points to the fact that we are desperately searching for a way out of the alert jungle Thus a new social network must avoid at all

    Original URL path: http://www.designcaffeine.com/articles/one-circle-to-rule-them-all-winning-the-battle-for-social-network-domination/ (2016-04-27)
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  • Experience Partners: Giving Center Stage to Customer Delight
    user for committing a user error Charming terms like luser BDU Brain Dead User ID10T layer 8 errors and Luser Attitude Readjustment Tool seem to have permanently entered the industry vocabulary Modern companies can ill afford this type of thinking As David Aragon of Voter March so eloquently said all errors are human error and some humans committing errors just happen to be the designers and engineers who ship defective products Why is it that the only humans who seemingly make errors are the people who are trying to use the product why not point the finger at all the other people that had a hand in the situation programmers designers product managers and quality testers Whose human error is it anyway Whitney Quesenbery Changing our thinking to adopt the concept of experience partners emphasizes the realities that human beings on both sides of the design divide are fallible and there is no such thing as a perfect system We need to think of the designer customer relationship as an ongoing conversation a long term partnership to which both sides must contribute to create a better experience Experience partner design thinking implies that both human and machine mistakes are at times unavoidable so we must integrate error handling into a product in ways that create learning experiences Failure is no longer a separate undesirable outcome of the experience of using a product Instead making errors is an integral harmonious part of a customer s discovery and exploration of a product For example the Did you mean feature on Google and the related products features on Amazon and many other ecommerce sites complement the search experience in the event a search engine does not give the exact results an experience partner desires Technology Serving the People Who Use It The term user implies a mindset that tolerates busywork for people results in featuritis and pushes technology to the center stage Wikipedia identifies users as the class of people that uses a system without complete technical expertise required to fully understand the system Neal Stephenson compares technically unsophisticated computer users to the Eloi a futuristic race of cosseted non technological beings who were completely dependent on their keepers the technology wielding underground race of Morlocks who raised them as a food source in H G Wells The Time Machine According to Stephenson the Morlocks represent the designer overclass This telling metaphor precisely reflects the current dysfunctional nature of the relationship between users and designers The term users is a generalization designers have employed to describe those who perform all sorts of work that is not very technical Programmers program and designers design the rest the Eloi use data or information systems in a rather limited way to do some stuff whatever users can do with all those nifty features programmers programmed and designers designed including many features that as it turns out almost no one actually uses If you are like me and like most other consumers you have never used ninety percent of the available features on your microwave oven VCR or cell phone You don t even know that these features exist The small benefit they might bring you is outweighed by the sheer hassle of having to learn about them Neal Stephenson Featuritis an emphasis on adding more features to the detriment of other design goals is one consequence of using a sloppy and imprecise word like users to describe the assorted roles and goals of knowledge workers This imprecision implies that users will be forced to muddle through their tasks using whatever features programmers and designers throw at them rather than their creating a true man machine partnership with the aim of achieving a specific well defined goal More in the context of the idea of users means more features for users to use and that is exactly the basis on which many companies choose to compete In sharp contrast to feature leaden monstrosities the best products and Web applications focus first on simplicity and ease of use For example as a result of its simple yet sophisticated design no one talks in terms of using Google you just google it or find it Google has the functionality of a really complicated Swiss Army knife but the home page is our way of approaching it closed It s simple it s elegant you can slip it in your pocket but it s got the great doodad when you need it A lot of our competitors are like a Swiss Army knife open and that can be intimidating and occasionally harmful Marissa Mayer The best technology is transparent and simple providing the ultimate sophistication efficiency and desirability As Milton Glaser has said just enough is more The best and most sophisticated technology operates in the background to achieve a desired outcome as if by magic With the best technology we don t talk in terms of using the keypad to dial the telephone or using the steering wheel and pedals to drive Instead we talk in terms of our goals and desired outcomes like this I called Jim to let him know our plans I drove to work today In anything at all perfection is finally attained not when there is no longer anything to add but when there is no longer anything to take away Antoine de Saint Exupery The concept of experience partner encourages our thinking about design in terms of customer goals because we are invited to treat our customers as partners in creating the product experience Speaking in terms of experience partners naturally leads us to ask What is our partner trying to do Then we can focus on enabling the desired outcome in the easiest most fun way possible For example instead of talking about which address book features our users would prefer to use we can focus our efforts on helping an experience partner quickly call his boss Overcoming the User Mindset User centered HCI techniques are often not enough to overcome the baggage the term user carries Recognizing the dysfunctional Eloi Morlock or user designer relationship visionary HCI practitioners have developed concepts and techniques like user centered design personas contextual inquiry and many others in an effort to humanize the user designer relationship and improve the design of products All of these methods have certainly helped a great deal in restoring some measure of sanity and making the design process more customer centric Ultimately these methods produce better more delightful products too Unfortunately while these methods are powerful and often quite effective they frequently come up short in changing the minds of designers and engineers who still cling to the old concept of users as something that implies addiction For example let s look at the powerful methodology of personas Personas are supposed to engage designers on a more human level and leverage theory of mind the ability to predict people s behavior by understanding their mental state However even designers and product managers who fully buy into the personas methodology often discover that after a lengthy process of creating personas they still lack the basic empathy it takes to relate to their customers as fellow human beings and tell their human stories effectively In many cases judging from my own personal experience our best HCI methods and tools for building empathy toward our customers still fail to tell the human side of the story We can find the answer to why this is so in Alan Cooper s column The Origin of Personas Walking on the beach one day and having an imaginary conversation with a single representative customer he had met during customer interviews Cooper created the concept of personas by treating this person as a partner in a conversation His approach is a very intuitive very human empathetic activity you can use to put yourself into your partners lives and understand their needs on a deeper human level as part of their larger life stories We cannot achieve this kind of human connection if we re thinking of our customers in the same terms as addicts As long as the fundamental nature of the relationship between designers and customers remains constrained by the dying metaphor and mental baggage of the term user all of our best efforts will still lead to a general lack of empathy sloppy design thinking and crappy products regardless of which advanced HCI methodology we use To remedy the situation we need to focus first and foremost on human values as they impact design Frank Lloyd Wright once said All fine architectural values are human values else not valuable We can say the same thing about user experience design Without recognizing the fundamental humanity of our customers and the need to create a partnership with them our most user centered methods are at best similar to the concept of affirmative action which helps to ameliorate the long term effects slavery and racism have had on our society without addressing the old thinking that was the underlying cause of the societal disease of racism Therefore to solve our problem we need to find new concepts and language to describe novel ways of relating to our customers In particular we need to recognize customers as partners in interactions with our companies hence the concept of experience partners I am proposing If we are to have any hope of changing the dysfunctional user designer relationship we need a conception of our customers that more accurately reflects the change in the nature of our thinking and focus a concept like experience partners Coming to Clarity The term user leads to sloppy design thinking Providing precise terms that describe both customers desired outcomes and the people who use our products to achieve their own goals might seem like an unnecessary effort However in reality the language we use matters a great deal In his essay Politics and the English Language George Orwell wrote that our language becomes ugly and inaccurate because our thoughts are foolish but the slovenliness of our language makes it easier for us to have foolish thoughts One of the reasons the term user is so common is because it is so conveniently imprecise The term user lets designers and businesspeople alike describe products in terms of their features instead of customer goals and in doing so avoid making difficult design choices This is especially true when a team is missing important information about their target customers On the other hand the term experience partners actually forces a product team to precisely define their customers goals mental models and desired outcomes Of course the precise definition of these things is not easy but it represents a very important part of the design process A well defined and exciting problem and its associated constraints is the catalyst that makes design go By not drawing a clear and compelling problem you are cheating your team out of an incredible unifying and driving energy Tom Chi In other words the more precise the definition of both the problem and the people for whom you re targeting a solution the more likely the resulting product will be something both delightful and desirable The concept of experience partners can help us to achieve that outcome precisely because it focuses us on the overall experience and meeting customer goals not on creating more product features One of the Orwellian categories of grammatical incorrectness is dying metaphors The word user is just one such dying metaphor so we must find new ways of describing people who use our products By talking in terms of users instead of people and their goals we allow ourselves to be misled into implementing features instead of solutions Can you imagine Google sticking more features on their home page just in case some user might want to use them Good design is not about features but that is hard for most companies to grasp Good design is practical specific and efficient like the martial art of Aikido which according to Sansei Sunny Skys is not complicated but very sophisticated Another important point is that calling our members clients and customers users gives designers a feeling of self importance because users notice and appreciate their work making the designers the center of attention Designers sometimes focus on design at the expense of the human beings who will use the products they create In our rush to be great we forget to be human John Maeda In their concern for creating art many designers fail to consider what people actually do with things The concept of experience partners reminds designers that not only are we human but our customers are too and affirms that ultimately we design to solve our customers real human problems Design is not Art It s about use Design helps solve human problems The highest accolade we can bestow on a design is not that it is beautiful as we do in Art but that it is well used Joshua Porter Experience partner design thinking aspires to make innovative technology so simple to use that it disappears making things happen as if by magic For example if I want to read a book I flip a switch and my room is flooded with light I google to find everything I need on the Web I want to watch a movie that matches my taste so I go to Netflix and the site helpfully suggests one If we embrace the concept of experience partners both technology and its designers quietly recede into the background giving center stage to customer delight The customer is no longer just a user but a partner in the experience Describing Interactions Between People The term user does not reflect the emerging paradigm of a human to human digital community In this modern age practically everyone must operate either complex software applications or other technology to perform their work yet at the same time we universally lack the patience and time we d need to learn the complex software interfaces we must use to accomplish our work To sell software is to ask people to willfully become temporarily incompetent said Po Bronson The resulting situation is the ultimate cosmic joke In creating and feeding the dysfunctional Eloi Morlock or user designer relationship we have all become the Eloi users of one another s high tech products even those of us who work for technology companies We are way too busy nowadays to comprehend everything in detail And it s better to comprehend it dimly through an interface than not at all Giving clear instructions to anyone or anything is difficult We cannot do it without thinking and depending on the complexity of the situation we may have to think hard about abstract things and consider any number of ramifications in order to do a good job of it For most of us this is hard work We want things to be easier Neal Stephenson High tech gadgets and software are so ubiquitous and so specialized at the same time that those not directly involved with the design and development of a particular product become part of the outcast user class The old conception that the term users refers to technically unsophisticated computer users is therefore completely misleading Instead it currently refers to virtually any relatively busy person who does not have the time or inclination to learn a particular gadget or Web application for example It is not a question of whether users are capable of overcoming complexity and learning an advanced user interface It is a question of whether they are willing to do so Sophisticated and intelligent users are just like anybody else They just want to get their work done They have neither the desire nor the time to learn the idiosyncrasies of individual Web sites Jakob Nielsen In contrast the term experience partners better reflects our current reality in which the rules have changed dramatically and virtually everyone must rely on some kind of a high tech gadget to do their work and thus must partner with a machine to succeed in even basic tasks like having a conversation by calling someone on the phone Like it or not we have all become each other s experience partners We need to recognize this reality and start treating one another with the respect and understanding this concept affords if we are to have any hope of creating high tech products that are delightful usable and fun In recent years the design landscape and the designer customer relationship have both become even more complex Social networking sites like Friendster LinkedIn and MySpace have provided a variety of novel interactions that break the old paradigm of a single human interacting with a single computer Instead unprecedented numbers of people are connecting with one another via rich media communications including video audio and text using computers and mobile digital devices that are distributed over a wide network Thus it is no longer enough to consider only design issues that arise from the needs of a single user interacting with a single system Instead we must design for people who are interacting with one another via a network performing complex human to human interactions via computers and creating digital social networks and Internet communities This kind of system sociability creates unprecedented richness and variety in our interactions that we simply cannot adequately describe using the dying metaphor of the user When we talk about the user experience the main emphasis is often on an individual s experience with a particular technology However designing for sociability means thinking about how people experience each other through the technological medium not just thinking about how they experience the technology The emphasis is on the human to human relationship not the human to technology relationship This is a crucial difference in design focus It means designing for an experience between people Crysta Metcalf The novel concept of partner experience provides a much better fit for describing this complex set

    Original URL path: http://www.designcaffeine.com/articles/experience-partners-giving-center-stage-to-customer-delight/ (2016-04-27)
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  • Experience Partners
    a whole new way of thinking about our customers as partners in holistic product experiences Experience Partners reflects an emerging paradigm shift from a focus on product features to instead conceptualizing holistic product experiences and embodies our best understanding of how to design products that create delight and become integral harmonious parts of people s lives Filed Under 56 Articles on Digital Strategy Mobile and Search Tagged With Design Strategy

    Original URL path: http://www.designcaffeine.com/tag/experience-partners/ (2016-04-27)
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