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“We shape our tools and afterwards our tools shape us.”

Digital DashboardI just read Changing change management shared by David Stallsmith. No doubt digital (interactive media) and the software powering it can be incredibly useful for delivering and managing change within organizations. The descriptive and prescriptive digital examples discussed in the article seem to verify that digital is both positive and transformative when done right. And digital design is bringing enjoyment and enrichment into our work. Even during change it can be useful. But is “it” that transformative? Or, is it the people behind digital and the strategy for using it that is truly transformative? My bet is on people and strategy. Read the rest of this post »

CX and software – consumers lead the experience (part 2)

Part 1 see: “Is software eating the world? Or, is it really customers?”

Software eating our world

In the earlier post I mentioned that more companies are focusing on the opportunities software offers to create customer value through the customer experience (CX). This rising development is a result of the rise in popularity of software, and it is spawning the age of the consumer − consumers are now leading the experience they want to have (i.e., Porter’s Five Forces Analysis, buyer power). I give credit for a chunk of this leverage to software sites such as Twitter, Yelp, Kudzu, TripAdvisor and the like for enabling consumers to socialize their experiences rapidly and easily, and providing leverage to the individual buyer. In our hyper-competitive markets this is putting pressure on companies to look across all customer touch points and evaluate how they measure up, not just looking at their customer satisfaction ratings (the good minus the bad ones) but on the total customer experience and the reasons WHY.

This era of transparency and perfect information is not all bad for businesses. It’s offering them an unprecedented opportunity to learn what attracts customers in the first place and how to satisfy them in the long term, and even retain them for life (i.e., lifetime value of a customer). But where do we start? Read the rest of this post »

Is software eating the world? Or, is it really customers?

Part 1 of 2 

Software eating our world

Are software companies poised to “take over large swathes of the economy?” Apparently Marc Andreessen thought so in an article from 2011. I think he is right. Let’s take a quick mental inventory of a few of the major firms running on software and delivered as online services – eBay, Amazon, Pandora, Shutterfly, LinkedIn and Netflix. Each one of these organizations, within their respective industries, has used software (digital services) to gain control over, or seize, sizable market share; and in some cases they’ve pushed top competing firms out of business. Anyone remember Borders or Kodak? Personally, there was a time I thought Monster would always be the juggernaut of recruiting and placing job seekers. Well, I had to smile when recently in an article in Forbes the writer compared Monster to “a 2001 Dodge Neon – a resume repository.” And how is LinkedIn doing? The firm just got an upgrade from Barclays so things seem to be going well for them. I think some of its success stems from robust features for sharing, joining groups, and as a research tool. It’s attracting the best candidates and in turn attracting the best recruiters.

It’s clear that the things we want to do are, more and more, being serviced and provided through software. We have become dependent on software to connect us with our friends and family, to educate us, and for games and shopping. So more companies are focusing on software to deliver customer value through the customer experience. Now this gets interesting. Software is spawning an emerging tension between CIOs and CMOs to tango over spending to reach customers. A prediction from one Gartner analyst (Laura McLellan) is that by 2017 chief marketing officers (CMOs) will out spend CIOs on IT. This spending is on digital marketing along with software. That is the great news. On the flip side – “ehm” – do we (meaning those of us in software) have a solid idea of how this disruption is affecting our customers in the markets we serve? Jeffrey Bussgang of the Harvard Business School says, “…Marketing leaders and agencies now carry the burden of understanding technology’s impact on their business, the entire customer experience…to win market share.”  Read the rest of this post »

What Does This Icon Mean?

In his blog What Happens When You Push the Broccoli Button? Brian Flanagan brought up a great point about iconography.  A few hours later after reading it, I misinterpreted the meaning of an icon on a website. I showed the icon to Claire, a co-worker, who guessed something completely different would happen upon clicking the icon than I did, yet we were both wrong. Inspired by this coincidence, I’d like to know what you think the icon means.

Read the rest of this post »

Design for Users with Limited Literacy Skills (UXPA 2015)

mobileI was surprised to know that designing for people with various forms of literacy issues would benefit literate users. In one study presented in a session I am now attending, I learned it does! Another surprise, about 50% of U.S. citizens report some type of literacy problem. As a result, when we think about digital transformation and designing for multi-channel usage (especially mobile), there are some things we need to know to help our clients understand the wide range of users who are using their digital products, for example…

– Literacy issues are often merely a result of “situational literacy.” For example, health data is very domain specific and people are often more overwhelmed trying to understand a diagnosis, to sort through health plan coverage or to follow directions for how to take and submit a lab sample. Read the rest of this post »

5 ways learning to code can improve your life

 

Image of scripting codeMy first crack at writing computer code came when computers were sofa-sized and the term “web” applied mainly to spiders. At my high school, programming was the alternative elective to woodworking and home economics. It wasn’t popular; throughout my four years there, I could count on my fingers and toes the total number of students who took the course.

Today, my grade-school-age nieces and nephews can field coding questions that eluded me until well past college, and each year the starting age of coders keeps sliding lower.

This is the new normal. Children who barely know how to tie their shoes are acquiring the literacy demanded by our increasingly digital world. Before this decade ends, a whole generation of educated Americans will pass from kindergarten through college without ever touching a pen or pencil, or a piece of paper.

Meanwhile, adults who raise these savvy students still lag in this key area of digital literacy two decades after the Internet dawned. Most are clueless about the code that shapes their world. This cluelessness is bracketed by reluctance and intimidation – at first glance, coding does not look easy, so obviously it isn’t easy, right?

On the contrary. Websites such as Codeacademy, Khan Academy, and W3Schools remove much of the guesswork with step-by-step tutorials and workspaces that show what the code displays as it’s typed. Apps including Hopscotch, Lightbot, and Udacity’s series of Android and iOS training tools cross age groups and knowledge levels and are designed to match the comfort level of each.

These user-friendly tools are making code approachable, even fun – much more fun than slogging through those disturbingly dense manuals that were the primary coding assets in my youth.

With that fun comes something else: an education that extends well beyond the scope of coding’s intent. Learning to code also promotes:

Literacy Software has become a linchpin in our lives. Many daily tasks – from watching TV to making toast to turning on a water faucet – rely on devices that in turn rely on software. While it’s not necessary for each of us to know exactly how coding operates any of these things, an appreciation for the analytical process that went into the software programming opens our minds to the way digital devices “think,” thus raising a broader digital awareness that enables us to make software more responsive.

Problem solving That analytical process derives from computational thinking, an approach to solving large problems by breaking them down into smaller ones. We’re introduced to this kind of thinking early in school to solve basic math problems and expand upon it later to tackle business, engineering, science, music, project management – anything that deals in abstractions. Learning code hones that thinking because it requires a systematic approach essential to problem solving.

Personal growth At first, my interest in learning to code was blunted by fear of failure (Everyone starts out writing bad code; it’s unavoidable). I dreaded the prospect of typing line after line of code only to see the wrong result – or worse, no result. This prompted me to code with care and check my work at each step. Of course, I still failed with predictable regularity, but I was slowly steeling myself against disappointment knowing the amount of care I exercised. Today’s code-training tools mitigate that kind of fear by showing results in real time. They don’t, however, mitigate the failure chronic to solution-based code writing; that comes from the exacting task of writing and rewriting the code until it’s correct.

Community Nobody I know who can code well learned by themselves. Sure, they sifted through manuals and guides at some point in their education. But the lasting lessons and best solutions to problems came through asking questions, working in groups, and studying others’ successes and failures. Despite the stereotypical image of the solitary coder hunched over a dusty keyboard, illuminated only by the screen’s glow, coding is a communal effort shared across a room or across a continent. So, it’s safe to say the best programs are developed with precise amounts of code and liberal amounts of collegiality. As content strategist Anthony Wing Kosner said, “Once you write something as code, others who can read code can evaluate it and see if you indeed have a unique idea that can generate value.”

Change – Digital awareness, critical and computational thinking, unwavering determination, and a willingness to reach out to others – these are qualities that effect change in an office, a business, an industry. The more we know about our digital world, the more likely we can make it more responsive, and more responsible. As with anything else, big changes start with the little details – such as learning how to write computer code.

Lessons Learned from an Accessibility Summit

AccessU Summit

Last week I participated in AccessU Summit, a daylong online conference sponsored by Knowbility and Environments for Humans. I have ‘sketched out’ some of the key ideas I took from each session, and I’ve grouped them into sections to steer you in the direction of the material that interests you the most. In addition to these, there are 3 more sessions that I will post next week. Also, I will share recordings from the sessions when they are available. My raw notes are on the Research SharePoint site.

“Developer” Sessions…

Web Accessibility Essentials Using WAI-ARIA and HTML5

Eric Eggert, Member of W3C’s Web Accessibility Initiative / slides: http://is.gd/4n299k

Eric previewed many codes samples (see slides) and then showed code working in Chrome.  As he ran this demo, Eric pointed out that people using assistive readers are used to hearing prompts such as “new menu item 1 of 3.” Eric showed several W3C tutorials, and highlighted the “why it’s important” justifications. Eric stated the obvious, it’s more effort to design to these standards, and yet it’s a standard to design to. Also, Eric uses Chromebox, as a screen-reader testing environment He said, “It’s not perfect but mostly works okay.”

Getting Ahead of the Curve: Scalable, Accessible, Enterprise-class Video on the Web  

John Foliot, Co-chair of W3C Accessibility of HTML5 Media Elements / slides: http://is.gd/ZAbcn1

I took from John’s talk that the future of video will be more extended dialogues (i.e., windows) with extended descriptions that a user can access by pausing and viewing the details. Also, he said that “clean audio” is coming, an option users can take to mute unnecessary background sounds. John provided some great resources for how to handle captioning. More vendors are offering this service so it’s driving down costs. There is video captioning software (DIY approach), and John recommended going with a service because using software is more laborious than a service, but less expensive. Video description software is out there and John recommended it to save time. Read the rest of this post »

Designing for accessibility does no one any favors

Book

For some time now I have contemplated, as a design practitioner, is my perception of design for users inclusive, empathic and universal? This has been nagging at me for some time. Actually it’s been calling my name, Psst. Lisa, you’re behind the curve in your understanding of designing the user experience for people that are, well, disabled.” Let me be more candid; my own perception of disabled people hasn’t been accurate, empathic or inclusive of the various impaired users attempting to access and benefit from the online world. My thinking on this topic needed a significant update, a DIY project in the making.

To start, I didn’t have an accurate definition of disabled people, nor of impairment. To my credit I had read the important book Design meets disability about two years ago. The author, Graham Pullin, raised my awareness of several issues and possibilities when designing for disabled people. For one, he helped me understand that disabled people is an appropriate expression “in the context of an environment or society that takes little or no account of impairment.” This is a troubling thought – “people disabled by the society they live in” due to the “designed” barriers and restrictions that limit participation in hmmm…life.  Read the rest of this post »

Less PowerPoints, More Prototypes

At the 2015 Adobe Summit, Todd Copeland of the National Australia Bank described how his organization is able to deliver digital experiences with the speed and velocity that customers expect. As Todd stated, “it’s a pretty simple equation: Less PowerPoints and More Prototypes. Less detailed specifications to justify business cases and more iterative customer testing.”

That “simple equation” is one of the key principles that is driving digital transformation. In today’s world, organizational velocity wins. Companies that are quick to adapt and respond to customers have a clear advantage. Those that are slow to respond are subject to digital disruption (see Blockbuster). In order to effectively compete, organizations must find ways to provide better customer experiences more efficiently. Enter Lean UX.

Lean UX abandons the idea of deliverables as milestones in favor of a progressive working model developed across multiple sprints. This is an important concept when you think about organizational velocity. Because deliverables eat up time. There is time required to create the deliverable, time to develop a presentation around the deliverable, time to present the deliverable and time to review and revise the deliverable. That is time that could be spent developing the actual solution. Lean UX enables the designers and developers to work collaboratively to establish a shared understanding without the need for detailed specifications or other paper-based deliverables. It also promotes transparency and trust, which can lead to a better solution.Lean UX Model
The Lean UX process involves 3 core steps:

  • Think: In the think stage, designers, developers and business owners collaborate on a particular problem and sketch out ideas for the solution. The goal is to get the core components of the solution visualized quickly so the development team can provide insights on the direction of the design, including feasibility. The initial investment in sketching is so minimal that there is no significant cost to completely rethinking the direction.
  • Make: Once a general direction is agreed upon, the team elaborates upon the solution through interactive prototypes. The interactive prototypes define the layout, functionality, relative importance or priority of information of the user interface and allow the team to experience the solution faster.
  • Test: Once the prototype is developed, it can be used to test the effectiveness of the design. By conduction usability testing sessions with representative users, the team can collect valuable feedback that will improve or enhance the solution. Based on the feedback received in the usability testing, the team makes revisions to the design concepts. And the cycle continues until all features and functionality are designed an incorporated into the working model.

Through this approach, a small, focused team can quickly prototype a working model that demonstrates the solution within a matter of weeks, instead of months. That difference is huge in terms of velocity, and may be the difference between meeting expectations and leaving your customers dissatisfied.

 

The Connected Car Platform Conundrum

I recently completed some proof-of-concept work for a major automotive manufacturer and I have come to the realization that the automotive manufacturer’s approach to the concept of the “Connected Car Platform” is going to run into growing pains as the pace of mobile innovation continues unabated.

One of first issues I ran into was that I did not own any of the client’s vehicles so I could not develop against an actual head unit but instead, had to use a head unit emulator.  Each manufacturer has their own head unit (that is the screen in the dash and all the associated systems that controls the music and any information displayed on the screen) with their own custom software and approach to connectivity.  This requires a mobile developer to work with aconnected_car multitude of manufacturer’s SDKs in order to have their mobile app work with any number of vehicle platforms.  The current state of the world in terms of mobile development for car platforms is very similar to what we found ourselves at a number of years ago when you were trying to decide how to support four or five different mobile platforms (iOS, Android, Microsoft, Blackberry and maybe Symbian).

Either you choose the top two or three, depending on the size of your development staff or looked at an expensive alternative such as Verivo. For the small mobile developer or development team, are you only going to support Ford and GM, leaving out all the other vehicle platforms? That might have worked in the 50s when GM and Ford dominated the automotive landscape, similar to what iOS and Android do in mobile today but not now.  There are initiatives such as the Open Automotive Alliance, however, their goal is to bring Android Auto to vehicles.  That cuts out the iOS platform and for families like mine who are blended (I have an Android phone but the rest of my family has iPhones), that won’t work.  Apple has come out with CarPlay but again, supporting that platform in a vehicle cuts out the Android consumer. Read the rest of this post »