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Consider an example closer to home: you wouldn’t spend hours looking for a fork or spoon in your kitchen, would you? Why not? Because they’re in the same place they were last week …and the week before that. It’s logical. You don’t think, you just do. In a way, consistency makes our routine tasks subconscious [...]

Seven Contexts for Service System Design “Many of the most complex service systems being built and imagined today combine person-to-person encounters, technology-enhanced encounters, self-service, computational services, multi-channel, multidevice, and location-based and context-aware services. This paper examines the characteristic concerns and methods for these seven different design contexts to propose a unifying view that spans them, [...]

Eye tracking measures unconscious behavior—and provides data that people simply cannot verbalize in other common user research methods, especially TA usability testing protocols. Decades of psychology research show that much human behavior occurs at an unconscious level. via uxmag.com Despite Jared Spool’s protests, I think the authors capture what I’ve seen as we’ve done eye [...]

Fantasy: Social media shouldn’t live in a silo, so we are adding these responsibilities to your existing job.Reality: Day jobs will always win and moonlighting only makes you tired.Fantasy: Let’s use latest social platform X Reality: They don’t actually use latest social platform X, but they’ve read about it on a blog. Fantasy: People love [...]