Observations and thoughts at the intersection of Design, IT, Psychology, and Business.

Just say “fast”

Another sign that had too many words. So I fixed it (virtually!) The main copy can be further simplified to: Hold small children. Face forward. Stand away from sides. Hold handrail. No bicycles, prams, pushchairs,...

Behaviour change and anxiety

Change is hard. Anxiety is inevitable involved. I drew this graph to show the anxiety level I feel whenever I change out of an old habit into a new one. I think this also applies to group anxiety whenever change happens in an organisation. What do you think? Does this...

Credit card customer experience consistency

Many of our customer experiences are amalgamations of services provided by different suppliers. Take for example, the use of a credit card when travelling abroad, like the 28 Degrees Mastercard I use. In Ireland, the card did not work at all retailers (even when all...

Ice cube tray: squee or sigh?

I spotted this ice cube tray in the National Gallery (Oslo) shop. The included polar bear accessory immediately called to mind this: The ice cube tray is very cute. And also very damning of our times. Is it a brilliant troll product? Perhaps the perfect gift for your...

Diamond cutting: concentrate distil curate

When a raw diamond is turned into a gemstone, more than 60 to 70 percent of the material is lost in the the cutting process (a 30-40% yield). At the same time,  the value of the remaining material increases significantly (more than double) and more than makes up for...

Why nice people do dreadful things

Our actions are founded on our beliefs. In day to day living we have learnt inhibitions that stop us from reacting blindly to stimuli. Our conscious mind and empathy for others enable us to consider consequences before acting. Most of the time. I've been thinking...

Context-sensitive ads

I spotted these great ads inside an airbridge in Amsterdam’s Schiphol Airport. This ING “Everything You Need in Just One Photo” campaign struck me as a great example of designing to suit (and exploit) the context. People are usually queuing inside an airbridge waiting...

Interact to empower

Some process and contexts are inherently more prone to eliciting shame. Applying for a bank loan. (Read my previous post about this) Applying to receive social security assistance. We can and should design the user experience to minimise triggering shame in our...

Interact to shame

If you are a High Street bank, the experience your customers have with your front line staff may be the only opportunity to personally differentiate yourself. Reading Brené Brown's research into shame reminded me of a user experience with a bank branch a few years...

Page 10 of 170« First...89101112...203040...Last »