From User Experience

Designing for impatience and bad manners

Does anyone else read a movie plot on Wikipedia while still watching the movie, simply because you don’t have the patience to watch it to the end? I don’t think I am alone in this. I have an awful attention span, like most people with an active smart phone and social media habit. One of…

Is marketing killing experience design?

Many years ago, when I was asked about the future of experience design, I responded in the same way many experience designers did at the time; if we do our job right we will be redundant. Four years ago we assumed that there was such a long way to go to educate our marketing clients…

When empathy hurts design

Even with a knowledge of every user experience design technique, without a natural ability to empathise, you will struggle to be an excellent experience designer. However, empathy also has many pitfalls that can prevent you from delivering a great product or service.   1. Unconscious bias   I have written about unconscious bias a number…

Ethical design: the role of experience design in equality and diversity

‘Ethical design’ is a divisive and interesting topic, no more pertinent than when we are in a time of accelerated social change. In 2016, diversity agendas are being prioritised within many Australian organisations, often because of the emerging evidence that, the more diverse a working group, the more successful the ideas and the more financially…

Generalist or specialist? Why experience design is neither and both

Throughout my time working in digital design, every trend seems to have followed this pattern: generalists rule, then specialists rule, then generalists rule again, then the specialists have it. In the early 2000’s, digital designers were coders and graphic designers and UXers in one (generalists), then graphic designers got involved and ‘web design’ meant designing…

Community funding platform for Lloyds Bank (DigitasLBi)

Lloyds Banking Group have been supporting multiple community and charity initiatives for a considerable amount of time. As a continuation from the extensive investment in the London Olympics, they had a multitude of additional community projects to publicise, across all banks within their group (Halifax, Bank of Scotland and Lloyds). My involvement was really to…

Redesigning the Infiniti press site for motoring journalists (TMW)

Infiniti had a press site that was not serving them particularly well, so I was asked to instruct them on how to change the content and design a new site. I spent some time in Geneva, talking to the stakeholders before interviewing motoring journalists about their needs and their perceptions about Infiniti.   The most…

‘The Bar’ experience for Diageo (TMW)

I worked with TMW to help Diageo build ‘The Bar‘; a cocktail making site designed to help their customers make the mixed drinks that would improve their experience of Diageo products.   Experience strategy was new to Diageo, so I used a collaborative research and design process, which was well received and very effective in…