Tag Archive for emotional design

Cognitive Blindness, Conceptual Design, Cultural Differences, Mirroring Errors, Product Design Strategy

Matters of Trust

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call center experience

In the last few months I’ve started several new relationships. One was with BlueShiled of California — a relationship that was forced on me by the changing health insurance laws. The other came about from trying to find a place to stay in United Kingdom for our family vacation. I didn’t actively want these relationships, but here I am. And I am not very happy. The basic problem comes from the flow of trust. I’ve never heard of anyone else talk about the directionally of trust, but it is a very important concept to understand for any customer service oriented company. I will illustrate the idea using my new relationships. BlueShield Customer Service Failure! Let me start by saying that I wasn’t overly fond of my previous insurance company. In fact, that relationship was very much like this new one with BlueShield — antagonistic. My story begins in October of 2013, when I created a spreadsheet of all my family doctors versus possible new health insurance companies. I wanted to make sure that which ever insurance I picked, my family doctors would take it. I spent the afternoon making phones calls and ended up with BlueShield of California as my…

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Conceptual Design, Cultural Differences, Interaction Design, Interface Design, Product Design Strategy, Reference, Scaffolding

Design for Social Good

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Social engineering is way of designing products and situations which actively encourage people to behave in a desired way — Nudging for Good. EDF Challenge “Sharing energy in the city, 2030” seems an ideal circumstance for social engineering for the greater social good. The basic question is how do we as designers find ways to incentivize individuals to save energy? How do we make a bit of personal sacrifice an attractive option for most? How do we “nudge” people to behave in a socially responsible ways when it comes to energy use? First, it makes sense to break up the problem into several user categories: personal energy sharing, family sharing, neighborhood or community sharing, city or village sharing. At each level we expand the circle to involve more and more individuals, and so we need a different approach for each category. Each category has a set of pressure points on which social engineers can apply pressure to achieve the desired changes. Once we identify the user groups targeted for “nudging”, game theory can be used to find the most attractive options. While there are numerous strategies that can be borrowed from game theory to incentivize the desired energy sharing behavior,…

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Interface Design, Product Design Strategy

Fashion and Interface Design

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Fashion Design shows have started up again: Fall 2014. I confess to a guilty pleasure of paging through photo after photo of the latest styles. There is something like a cross between artistic exuberance and freak show, all rolled into one insane media blitz. How can one not look? But there’s more to my looking than pure perverse curiosity. It’s true, I don’t really care what men will be instructed to wear and to like in the next season (or women, for that matter). But I do look for trends and patterns. And I also find something akin to Interface Design sensibility in the fashion industry — which way are we heading? What will be the next thing? What are these designers trying to say with their work? Product Design and Fashion Conceptual Design: What is it? What does this piece of clothing design to do? Keep the person warm? Cool? Modest? Allow them to get a job? Which job? Convey their personality? Cover up scars? Reveal tattoos? Make a political statement? Be cheap? Show off wealth? Last a long time? Be practical? Protect from the elements? Arm against hostiles? Depending on the purpose, clothing can take very different forms.…

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Conceptual Design, Cultural Differences, Ethnographic & User Data, Language, Pipsqueak Articles

Language and Cultural Differences in Communication

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Kulula Plane Decorations

Above is an example of Interface Design — Kulula Airlines decorates its planes in a very playful manner. Does this choice make you feel safer or more reticent to fly their planes? Well, that depends… Consider the FAA Passenger Briefing Guidelines: 14 CFR 91.519. Below are a few examples: § 91.519 Passenger briefing. (a) Before each takeoff the pilot in command of an airplane carrying passengers shall ensure that all passengers have been orally briefed on: Smoking. Each passenger shall be briefed on when, where, and under what conditions smoking is prohibited. This briefing shall include a statement, as appropriate, that the Federal Aviation Regulations require passenger compliance with lighted passenger information signs and no smoking placards, prohibit smoking in lavatories, and require compliance with crewmember instructions with regard to these items; Use of safety belts and shoulder harnesses. Each passenger shall be briefed on when, where, and under what conditions it is necessary to have his or her safety belt and, if installed, his or her shoulder harness fastened about him or her. This briefing shall include a statement, as appropriate, that Federal Aviation Regulations require passenger compliance with the lighted passenger sign and/or crewmember instructions with regard to…

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