One of my earlier posts discussed the learnability of a service as a key challenge for experience design. Today I ran across this early video from Don Norman on learnability and product design. I thought I would share it.
Tom Stewart indicates that the International Standards Organization (ISO) recently “decided to use the term user experience in the new version of ISO 13407 (which will be called ISO 9241-210 to bring it into line with other usability standards).” He is in a position to know, since Tom serves as Chair of the sub-committee of ISO responsible for the revision of ISO 13407 – the International Standard for Human Centred Design. The change might not seem significant at first glance, but its importance is easy to miss. Read the rest of this entry »
Skilful Minds first discussed feature bloat in mobile devices here. We have mentioned OpenMoko as a potential solution to experience design issues related to users controlling the seams of mobile devices as well as providing vertical applications to better fit user needs. Well, OpenMoko has finally been opened up to the public so that we can follow the process of developing and implementing innovative sofware on an open source mobile device. OpenMoko is based on the Linux kernel and, unlike other mobile devices using Linux, the applications for OpenMoko are open source.
You can see a video interview with Shawn Moss-Pultz . He is the product manager for First International Computer’s Mobile Communications group which produces the Neo 1973 phone, the initial hardware platform for OpenMoko. In OpenMoko the entire software stack is open to developers to come up with innovative applications.
“The best companies find ways to tune in to customers’ voices every day,” The Three “Ds” of Customer Experience…
Focusing on how to engage customers in dialogue, how to converse with customers is among the greatest challenges, and opportunities, facing companies today. Conversing with customers requires a focus on their experience with existing products and services as well as the design of new ones. It means developing business processes to deliver products and services that are not self-oriented, but customer-oriented; not inside-out, but outside-in.
Customer Experience Management (CEM) is a term used by many people to describe the methods for developing customer-orientation instead of self-orientation in business processes. CEM is one of those terms offering something to lots of different people. As a result, it is sometimes confused with the very services it claims to offer management advice on applying. A recent series of posts on LivePath provide an interesting discussion on what makes CEM different from CRM, User Experience Design, and Experiential Marketing. If you employ these buzz words in describing the services your company offers, I strongly encourage a close reading of these posts by Leigh Duncan. Although I might quibble with some of the distinctions made within each functional area of CEM that Leigh outlines, the overall strategy for making sense of what CEM offers is sound.
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Three of the four people in my household own an IPod, with yours truly the only holdout. I love what the device does, but since I first toyed with my wife’s, I’ve been reluctant to buy my own. Why? Well, I just found it cumbersome to use without knowing exactly the reasons. Finally, someone who uses one on a regular basis took the time to think about why people like me find IPods too difficult to use. Thanks to Mobile Community Design for their analysis of the issue.