Taking The Design Conversation Beyond Designers

My dad was a teacher (industrial arts, performing arts, special education), a general contractor, a motorcycle enthusiast, a trumpet player, a furniture maker, a lethal racquetball player, a cigar aficionado, and a whole host of other things. On paper that seems like the resume of a pretty well rounded individual – and he certainly was. But what is very interesting in retrospect is how he wasn’t any of these things in isolation. His knowledge of all of these little aspects of life informed decisions he made elsewhere, resulting in novel approaches to challenges that often suffered from a tradition of “having always been done that way.”

This broad and general interest in, well…everything…and his ability to distill concepts and apply them elsewhere, was one of the reasons why he was very often successful when diving deeper for projects within his “professions.” I believe that one of the best things you can be as a designer is open-minded, wide-eyed, and eager to learn how and why people do things they do – whether it’s why carpenters use those seemingly antiquated flat pencils (1), why the sommelier hands you the cork after opening a bottle of wine (2), or why a semicolon, dash, and closed parenthesis has become widely recognized a winking smiley face (3).

ANSWER KEY!

  1. Because they don’t roll away – not to mention that they’re more durable for throwing them in with a bunch of other tools, have better grip, can draw thin or thick lines depending on how they’re rotated, and are tough enough to mark up concrete and stone.
  2. Because feeling a cork to determine how cool, wet, dry, hard or soft it is can tell you a lot about whether the wine has been properly stored – it’s not to smell it.
  3. Because of the “Law of Prägnanz” – the tendency of humans to interpret ambiguous images as simple and complete versus complex and incomplete.

Sometimes the various design circles we travel in can feel pretty insular. We tend to see the same folks showing up repeatedly as speakers and attendees at conferences, tend to all react to and discuss the next big idea (or internet meme) as a community, and tend to put our thoughts and ideas out there knowing that the people swimming in the lanes closest to us are those most likely to read and comment on them.

There’s nothing inherently wrong with that, and it’s great to have a community of colleagues to kick things around with…but perhaps obviously, the best designs often come from being inspired by and interacting with folks who don’t populate our beaten paths (like the inspiration sparked by the whole TED model, for instance).

As designers at Think Brownstone, it’s a measure of success for us to have our ideas and conversations ripple out beyond our peers. We’re starting to see evidence of that as we’ve recently had comments on the Think Blog from academics, musicians, consumers, and others – as a design community, this kind of interaction will only make us stronger and more creative.

I’ll close with one of those pearls of wisdom from my dad that was delivered in a typically off-handed and matter-of-fact way, but that I’ve never forgotten. One hot summer day when I was a kid, as the garbage truck came lumbering down the street, my dad dropped what he was doing and said “hey, come help me grab some beers out of the fridge” (yes, you read that right – beers). When the truck pulled up, my dad handed a generous amount of cans to the genuinely surprised and grateful men. As it rolled away I asked him why he did that…

“Everyone you meet in life, whether it’s the guy picking up your garbage, the guy signing your paycheck, or the guy begging you for change, knows how to do a thousand things you don’t know how to do. Aside from just being nice to people because it’s a good way to be, you can learn a shitload from them.” – Bill Starke

The Slide That Haunts & Inspires Me

I recently attended the IA Summit in Denver, where I attended many thought-provoking sessions, led by great speakers with interesting perspectives on all things Information Architecture. (A collection of links to decks and info about most of the sessions can be found here.)

While I took many ideas, lessons, and inspiration away from the experience, there was one slide that has really stuck with me since the Summit.

The slide appeared in Jared Spool’s talk about “The Most Valuable UX Person in the World”. He described the skills and areas of expertise that this person would possess, and showed a slide listing those skills that looked like this:

Jared Spool's Slide 22

Copyright Jared Spool - From "The Best Is The Enemy Of The Good"

Several things really struck me about this slide.

First, I never paused to think about all of the qualities that make for a great Experience Designer, but wow – that slide illustrates the impressive breadth of skills that we as UX Professionals practice and refine on a regular basis. Of course, most of us specialize in one or two areas, but we should all strive to hone our skills across the board, supplementing and complementing the expertise of our team. (By the way, if you feel that you possess many of these skills and knowledge areas, contact us – we’re always on the lookout for more of those Most Valuable UX Persons to join our team).

The second thing that struck me about this slide is that we are in such an exciting field: one that incorporates many different disciplines, one where we can learn from our peers who have different specialties than we do, and one with so much possibility for fun and interesting work.

The final and most poignant take-away from this slide was how closely the items on the slide parallel my area of focus: add the word “Learning” above “Experience Design” and you can see almost exactly what is required to create great learning experiences (I’d add Adult Learning Theory and Cognitive Science to the slide, not just for LXD, but for XD as well). This is what many Instructional Design practitioners are missing: the perspective of all these skills and knowledge areas that can inform learning strategy, process, and deliverables.

Jared went on to mention three “specialty collections” in our field: Mobile Design, Service Design, and Content Strategy in his talk. At Think Brownstone, we’re adding Learning Experience Design to the list.

Thanks for the inspiration, IA Summit!

Phil’s SXSW Interactive Recap

OK, it’s a few weeks after SXSW Interactive closed. While Russ and I posted our misgivings about the setup and execution of SXSW, we were able to find a ton of sessions and there was a lot of value to be absorbed. To see our sketch notes, click the image below.

Visit our sketchnotes set complete with links!

Cooperative Gaming
Buster Benson, healthmonth.com
Thor Muller, Get Satisfaction, Inc.
As I noted in my off-the-cuff review here, Buster and Thor practiced what they preach in this session. After over a decade in the learning design industry, I’m always glad to see something new and different, and Buster and Thor served it up.

Conference Presenter Tip #1: Don’t just talk, DO SOMETHING

From Web to Mobile Apps
Aaron Forth, mint.com and Intuit
Aaron spoke about their journey from the web to their mobile app. He highlighted three main steps that any experience designer would say, “duh” to, but I bet most don’t follow when the rubber hits the road: 1. Pick your platform  2. Identify what is transferrable from the web to your app  3. Concentrate on the user’s experience

Identifying what transfers from Web to App

Stop Listening to Your Customers
Mark Trammell, Twitter
Nate Bolt, Bolt/Peters
This session covered alternative methods for user testing and customer research. Twitter isn’t making a profit yet, so their testing budgets are tiny, but they have successfully redesigned and launched their site and app through multiple versions. How did they do this? Watching behavior of existing users, combining inexpensive tools like silverlight, and rapid prototype/test cycles. This is where I heard the best line of the conference:

 

Fire Lazy Designers and Developers

Patients and Caregivers on Facebook: Establishing Boundaries without Barriers:
Dana Lewis, Swedish Health Services
Daniel Goldman, Mayo Clinic
Ed Bennett, University of Michigan
Keely Kolmes, Ohio State
Jennifer Dyer, Psychotherapist
This was one of many of the health track sessions I attended. This session focused on ethical ways caregivers can engage electronically with their patients while still protecting themselves. The highlight of the session was the participation of Daniel Goldman, the intellectual property attorney for Mayo Health Clinic. It’s no mystery that Mayo is one of the most digitally engaged healthcare facilities in the nation. Clearly, the progressive perspective of Goldman has contributed a lot to that. Some advice Goldman gives physicians who are concerned about getting involved online: “The riskiest thing a doctor does is practice medicine.” He uses this to set the stage, not to encourage doctors to dive into the shallow end.

Social Media in Regulated Industries
Shannon Paul, Blue Cross Michigan
Shwen Gwee, Vertex Pharmaceuticals
Marc Monseau, Johnson and Johnson
The panelists answered questions from the crowd on how to engage digital audiences when your organization operates under government regulations. These folks know their stuff. Attendees covered a range of industries from tobacco to law enforcement to pharmaceuticals and the military. We barraged them with questions for an entire hour, then pulled them out into the hallway to continue the conversation while SXSW prepped the room for the next session.

Conference Presenter Tip #2: Q&A is valuable. People want to ask experts how they do what they do. Make sure they are experts.

Online Health Communities
Jenni Prokopy, chronicbabe.com
Jenni demonstrated how online health communities rock, how they struggle and why they are necessary. Jenni is a pioneer in online health communities and a good friend of Think Brownstone. A patient herself, Jenni and all online health community volunteers are an inspiration. They provide support for large communities of patients, often without much credit or compensation. The Q&A session was great. See Conference Presenter Tip #2 above.

Free Your Content! Who Really Owns Your Online User-Generated Content
J.J. Johnson, founder Virtual Tourist and Lunch.com
J.J. discussed different UGC ownership models. As most of us know, you usually own your own content when you participate on a UGC site and some organizations are exploring sharing revenue with their most prolific contributors. J.J. discussed how his organizations have explored those revenue models. This was one of those gems of the conference that was, unfortunately, sequestered a mile away at another hotel.

The Legal Ramifications of Saying “I’m Sorry”
Chris Moran, Consumerist
Fred Taylor, Southwest Airlines
Margaret DiBianca, attorney
Paula Berg, PR consultant
This panel session brought together a collection of experts to discuss the ramifications of organizations saying “I’m Sorry” online. This panel was another lively Q&A, session. Two great highlights: Dan Goldman describing the dreaded sports apology as, “I’m sorry you were offended by my vomiting on you” and Fred Taylor discussing Southwest’s unique formula for an apology: Level with the customer. Show you are engaged with their issue. Acknowledge what they went through.

The Sports Apology

Q&A with Google and Bing
Danny Sullivan, Search Engine Land
Matt Cutts, Google
Duane Forrester, Bing
This was easily the most crowded session I attended. This was the ultimate SEO geekfest with Matt and Duane answering any question the audience could throw at them. The session was standing room only and the audience asked questions ranging from simple to expert. Their advice can be summarized pretty simply and has been the SEO mantra for years: Create valuable, unique content and use Webmaster tools. This was an extremely valuable session. See Conference Presenter Tip #2 above.

There are no normal results

 

Abolishing the Hourly Rate
John Lax
Lee Dale
John and Lee led a session specifically for agencies on how to abolish hourly rate pricing and embrace value pricing. These guys had enough guts to base the business models of their two agencies entirely on value pricing. For those of you who have worked in agencies, you’ll be surprised to hear they don’t use timesheets. If you are interested in this topic, they recommended Ron Becker’s book and Tim Williams blog.

Ideas not Objects
Robert Brunner, Ammunition Group
An icon in the industrial design community, Robert walked us through some of the highlights of his career. His joked that his claim-to-fame at Apple was that he hired Johnny Ive. One of the most impressive moves he made, actually, was his redesign of the failed Macintosh Portable into the Powerbook series. This series set the standard for laptop design you know today whether you’re on a Mac, Dell, Lenovo, Toshiba or other laptop.

Standout Sessions At SXSW

After my post about the overall experience of SXSW Interactive (an experience that left some things to be desired), I wanted to also do a quick recap of the highpoints. Despite the hit-and-miss scorecard for the sessions I attended, there were a few real standouts and two earlier ones that I have some sketchnotes on to boot.

“The New Frontier Of Social Gaming”
Brian Reynolds of Zynga
One of my favorites, this session provided some great insight around the secrets of designing successful social games and was one of the few that had actual bullets that could be taken away and applied to your own projects and ideas. I tend to like sessions that are broadly interesting but also have some take-away potential for practical application – this fit the bill nicely.

Some SketchNotes From The Brian Reynolds Session

“How Many Rungs? Social Change & The Engagement Ladder”
George Weiner of Dosomething
Laura Cochran of Gannett
Patty Huber of Groupon
Tom Dawkins of Hopelab
Robert Rosenthal of Volunteermatch
Panels can be tough depending on how they’re run. Pitfalls at the opposite end of the spectrum would be a quick 5-10 minutes from each participant with a loosely unifying theme following by quick Q&A, or a bicker-fest right out of the gate with no common thread (like the one I attended with folks from big banks and “indie” banks sniping at each other for an hour). But this particular panel worked – it was more unified than most with some engaging participants with compelling ideas and points. There was a novel take on the typical engagement ladder model and good conversation around it, as well as some talk about companies like Zamzee and their unique engagement model. Definitely some folks and companies worth following.

SketchNotes From The Social Change Panel

“Cheaper, Better, Faster: Can Casual Games Save Education?”
Gary Goldberger of Fablevision
Kristy Bowden of D2D Fund
Scot Osterweil of MIT Education Arcade
Ward Tisdale of Advanced Micro Devices
Another panel, and one that suffered a bit from the time constraint – I think that panels have the potential to be extremely valuable, but when you’ve got one with 4-5 folks on it and it’s stuffed into an hour slot, it can be limiting. Though all of these participants did well, it was a real pleasure learning about the work Scot Osterweil has been doing and I think in particular he captured the imagination of the audience, based on the volume of questions aimed at him afterward.

That leads me to the Heath Track, and the two sessions I attended over there – both of which were outstanding and had me so engaged that I actually forgot to take notes.

“Your Computer Is The Next Wonder Drug”
Jonathan Richman of DoseOfDigital
A fascinating session on the future of the integration of technology in healthcare and in particular, how we’ll integrate this kind of technology into our own lives to personally track and monitor our health on a daily basis. But interestingly, there was also a lot of talk about the psychology around it all and how certain technologies may address curious habits humans have regarding proactive vs. reactive measures toward increasing health. I’ve found myself thinking about messages from this session since, and even quoting it to others – a sure sign that it hit the mark.

“Health Communities: Superheroes Who Need A Justice League”
Jenni Prokopy of ChronicBabe
I was already a fan of Jenni’s from seeing her at BlogWorld in Las Vegas back in November, but this session really hit home for me because it aligned very closely with some of the conversations we’ve been having around Think Brownstone on how to take action on the promise of “Social Health”. There’s a lot of talk about it, but few seem to take active steps toward doing it – not Jenni. She not only created a space to start walking the talk, but has been actively monitoring it to see what’s working and what isn’t, making adjustments and improvements, and distilling the learning so it can be replicated elsewhere for communities in need. A superhero in her own right!

Those were really the standout sessions for me, despite attending nearly double this amount while in Austin. But hey, this post is about accentuating the positive – and if SXSW beefs up the speaker list with ringers like these, we could be on the road to redemption. Well done, folks!