UX
7 posts
People Want Places, Not Platforms
Whatever you’re building, think beyond features, functionality and design and think first about how the person you serve wants to feel when she arrives at the place you’ve built.
Everyone Speaks
If you search ‘best breakfast in Hobart’ on Trip Advisor, you’ll find a tiny, backstreet cafe in the number one spot. This cafe opens for six hours each day, only seats a dozen people and has a queue of eager diners waiting outside before it opens. It’s the kind of place the people who visit…
Why Not Make Something Great?
Like his grandfather, before him, Shane was in the textiles business. He made good socks for a living until the day he realised that pretty soon there would be no living to be made in a product that was good enough. His company was struggling to differentiate from and compete with big retailers who
The Value Of Subtraction
The call centre operator’s power is limited. He can’t bypass the company’s systems and processes. He is employed to apply a band-aid to the wound—buying the company some time until someone in another department (who he has no direct access to) can solve the problem. He should be empowered to delight
Difference By Design
Yesterday I was registering a domain name online when I noticed the company had tweaked the user interface from cart to checkout. Now when you confirm the purchase, the default option is to register for three years, instead of one. The steps to reverse this are not obvious or easy—which I guess mean
Two Important Characteristics Of Successful Innovations, Products And Services
Successful innovations always start with the customer’s story. The products and services people use AND keep coming back to, create a change in that story. There is life before the product or service existed and a different life after. And so if follows then, that we succeed by thinking less about w
How To Be The Best In The World
LEGO® bricks are the best in the world. Competitors have tried to copy them over the years, but nothing comes close to a real LEGO® brick. So what’s the secret? To make a product that good you’ve got to continually obsess about design and production lines and quality control. But what makes LEGO® th
