UXer : Nice picture of a park, right?

Person : Umm… that park is jacked up. The grass and hedges are all trampled…

UXer : You see people ruining perfectly good landscaping… I see patterns, in human behavior and desire.

Take a closer look:

We’ve all seen this and at one point or another use these desire-lines as a routine part of our commute.

As long as humans have roamed the earth, we’ve carved these paths… “I’m here and I need or want to go there.”  If you and others repeat the pattern enough times, a path is forged.

In photo overlays, the red paths are high through-put pathways and the white overlays are low-flow alternate paths.  In the landscape, we’re able to see these marks because the trends trample down plants and compact the soil to a point where things can’t grow.

Once the trends emerge, we can get a sense of what the original design deficiencies were and, as designers, set out planning design solutions to meet the expressed needs.

The interesting thing about human behavior is that, while we all have varying degrees of tolerance in design or system deficiencies, we all modify our behavior to make up for system deficiencies in the name of getting things done.  Often times, these behavioral changes take place subtly and over longer periods of time such that the users themselves aren’t even aware they have bent themselves around a broken system.

It didn’t take much to see these areas and make some hardscaping recommendations, where the evidence is tangible.  But as a system designer, a user interface designer…  a UXer, how do you “see” these desire-lines in the digital landscape?

You have a number of alternative methods depending on available data and resources.  I’m going to cover the following:

• Usage Metrics
• Usability Testing
• Contextual Research

1) Usage Metrics

2)Usability Testing

In any user dependent or focussed system, we say always say “test early, test often”.  5 users can demonstrate 85% of the problems in an interface, given that the probability a user would encounter a problem is about 31%.  Formal usability tests are great for spotting gross system deficiencies, and gathering both quantitative metrics on how a user performs in the system (time to completion, number of errors, task completed, etc) and qualitative metrics on how the system performs in the perception of the end user  (subjective satisfaction, ease of use, etc).

The pre-requisite is knowing what the usability goals are, which parts of the system to test (tasks, workflows, features, designs) and how to recruit for the test.   Usually a good look at the usage metrics should help point to areas that need testing.

For recruiting, you need to screen appropriately to avoid heavy biases that can skew the study results.  This takes some level of understanding about the users and behaviors that trend moderate-to-center of the behavioral dimensions you want to target.

You’ll see which specific design or workflow is tripping up or getting in the way of users task or goal completion.  But unless your moderator is asking the right questions, “Why did you do that?”, “What were you trying to accomplish by doing that?”, “What did you expect to happen when you did that?”, “How would you change this design to better meet your need?”  It’s difficult to get a glimpse into the human intent behind the usability problem.

Going back to the landscaping image, the “user” intent is quite clear…  ”I’m here and I want to go there” – but in the context of system usage, often times the interface is such a complex labyrinth to task completion that it’s difficult to understand all the subtle nuances that impact our behavior.  This is particularly relevant point because most often, usability studies are performed in a lab setting and or the user is removed from their natural context of use.  This brings me to Contextual Research.

3) Contextual Research

In the past 10yrs we’ve conducted a good deal of these studies and the results are always extremely insightful, not only for the system stakeholders, but often times for the subject who realizes how contorted their processes have become to make up for system deficiencies.

If you could draw marks in time and space, the general trend lines go from in-system workflows to jumping in and out of other systems, documents, emails, notes on paper, phone calls, IMs and back to the system to complete the any given task.  Most times when we ask, “Why are you doing that…”  they’re unaware that they’re doing anything out of the ordinary, and once it dawns on them, they realize… “Well… I need this piece of information to complete this task.”

BOOM!

This is a perfect example of a user jumping off and blazing their own to make up for gaps in the system design.  These contextual inquiries have been priceless engagements for our clients who not only discover opportunities for enhancements they were never aware of, but often times entirely new interaction models that had never been considered that bring widespread organizational efficiencies that can save millions of dollars.

Next time you find yourself walking along one of these…

 Think about what other things you do (in your job, online, or at home) interacting with any technology that feel “off the designed path”  and know that you’re probably not alone…  that somewhere in time and space is a beaten path waiting to be discovered and designed for.

I once heard Steve Smith (@orderedlist) say:

“Design is: Intentionally making things Amazing!”  I totally agree, but you need to know the problem space first.

By Jon Fukuda

Quick update: I just found a nice related post by Bella on www.uxgroundswell.com

For the past two years, Limina has sponsored the Amazing Life Games Fund Raising events as well as chaired the fundraising committee.  This year, we focus on our attention on our Pacific community, where Mimi Kerley, Limina’s CFO, was the keynote speaker at Parker School’s “Kahiau” Fund Raising Event.

Mimi’s speech highlighted the outstanding work being done by Parker and the support of education pledged by Mimi and Limina as a whole.

“All of the exciting work Parker has done and is doing to provide our students with a long, happy, and rewarding life, has reignited my support of the school. I see Parker as an exceptional educational resource for this community. And, its commitment to its students is remarkable. For such a small school to provide more than 50% of its students with financial aid, it has to be passionate about the value it offers beyond just academics. Parker teaches students to be leaders and active participants in their communities. Parker has created a space where students want to be – and where they thrive.”

As we learned during the event, beyond the expected socio-economic reasons for supporting education, there is a very real direct health benefit for the students as well: not only will children have a better chance at qualifying for a well-paying job, it can also provide a healthier, longer-lasting life overall. Indeed, a 2010 report by the North Hawaii Outcomes Project (Community Health Profile 2010) used U.S. census data from 1995 to 2005 that demonstrated that by “simply” getting our kids to attend one year of college or vocational training after high school – the so-called “13th year” – life expectancy is extended almost three-fold. By supporting education, you are supporting life.

We’re happy to share that the Parker School “Kahiau” raised over $175,000 to provide financial aid to students: a historic best! Limina is proud to have sponsored a table at this event!

Everyone’s getting excited about interactive technologies making their way into the automotive space. Social web features like twitter, facebook, foursquare and others have been in our cars for several years now, just on our mobile devices and not packaged as a piece of the overall dashboard experience. Product managers at all major car-manufacturing houses have been thinking about ways to bring technology of today and the future into our cars. To date, a lot of teaser videos and commercials have been showing Minority Report like heads up displays on the dash, touch screen windows and voice command interactions and some of these are starting to come on line… others are still in R&D and off in the distance. So where are we in the meantime?

Over the past several years, Onboard Touch Screen Consoles have been making their way into the market… and they’re all the rage! While the trend started in the mid 90′s with outboard GPS systems and LED media displays, there’s been a lot of momentum behind putting integrated systems into center consoles of vehicle and trying to pack it with as many features as possible.

While the gadget lover in all of us is starting to feel all warm and fuzzy, there are definitely some inherent risks. Basically, anything taking your attention off the road is bad. So it seems the “don’t talk on the phone or text and drive” sensibility is giving way to our gadget luv.

But let’s take a second and acknowledge some contextual realities. You’re in roughly 4000lbs of metal with a combustible engine moving 25-35mph in the city and 55-75mph on the highway. Does it make sense to be taking your hands off the wheel and eyes off the road? The National Highway Traffic Safety Administration (NHTSA) has taken the position that:

Some technologies are simply too distractive for most drivers. Touch-screen computers found in most Ford models used to control the radio, climate, and in-car navigation was said to be “overly complicated and distracting” according to Consumer Reports. And, some vehicles in the GM lineup offer communication tools to verbally update Facebook and Twitter pages – a feature too distractive for most drivers.

Here are some approaches to packing your car with technology and apps in a way that doesn’t interfere with your driving:

1) Interactive Apps in the Car are for the Passenger, Not the Driver




This is pretty straightforward… keep the distracting tech geared towards passengers and steer clear of putting the driver’s attention at risk.

2) You’re car is the interface… not your fingers/eyes.

This is the really innovative approach… the car and it’s native features are an extension of you. There is a lot of untapped opportunity to be explored in this concept.

Here are some other ideas worth exploring:
Take advantage of where the driver’s hands already are… the wheel. Thanks to advances in Mobile, tech and gadget users are getting used to a wide vocabulary of haptic gestures. Add text to speech and voice commands technology and you’ll really get some rich user experiences without taking your hands off the wheel or your eyes off the road.

Whatever the approach – there will be mishaps along the way. Today’s ubiquitous cup older has had a long journey from glove compartment trays and door holsters to armrests, center consoles and dash boards, the cup holder seems to be a feature the some manufactures “get” and others don’t.

The only way to continuously improve designs towards efficiency and usability is to explore opportunities, prototype, test, and tweak. Who knows this better than Donald Norman, author of Emotional Design. Donald states that Audi’s approach to the cup holder seems to “reflects the old-fashioned German automobile design culture, which proclaims that the engineer knows best, and considers studies of real people driving their vehicles irrelevant.”

We’re keeping an eye on interaction design in the automotive space, things are about to get interesting! Let us know what interactive automobile experiences you’ve had that either work or fail – we want to hear from you! Thanks for reading.

Learn how our friends at Promet are taking Cab services mobile with Green Cab.

Well, we got to see one in action and it is quite impressive! There are multiple fields of thousands of mirrors and all of the mirrors in each field are directed to reflect the sun’s light at a single point (called a ‘boiler’) to harness the heat and literally boil the water inside. The steam that is created is sent to the turbine where the electricity is generated.

Limina was asked by eSolar to help redesign the application they use to control the mirrors – essentially, controlling the amount of heat that is directed to the boiler.

eSolar designs and develops Concentrating Solar Power (CSP) projects that start at 46MW and are scalable to any size. Limina worked with eSolar to develop a sophisticated conceptual design for their solar power plant control system. Limina used in-person interviews to inform the requirements from a workflow perspective and met with members of the eSolar engineering team to understand the technical parameters of the design. The output was a set of detailed designs that effectively incorporated user and technical requirements – providing an engaging, intuitive, and interactive user experience.

The on-site interviews allowed us to see the users in action and design a concept that gave them the visibility they needed at the various levels of detail – from plant to field to heliostat (individual mirror). Our observations also helped us to understand the hierarchy of information, from most important to least, which allowed us to create effective dashboard designs. The software will be displayed on multiple monitors, and the Limina team designed the application to make full use the available screen real estate.

This was an exciting project for us, and it reinforced the importance of collecting first-hand data from actual users in a real setting as an input to any design process.

Key takeaways:
Project process

• Fast concept iterations helps to avoid unnecessary detailed design. We designed 8-10 concepts in one day and narrowed them down to two during our end of day meeting with the client team.
• Frequent communication with client team. We were able to get feedback early and often from our client that helped the design progress much more quickly.

Application concepts

• Users need to be aware of the plant status at a glance – situational awareness is key.
• Using flags and alerts is more effective than displaying raw data. It allows the user to focus on problem areas and drill into individual issues. They don’t have to spend their time scanning the data looking for problems.
• Tailored information displays will give operators an opportunity to build expertise in systemic trends across the power plant – allowing the user to head off potential issues before they become flagged as problems.

“The deliverable and the process was well above and beyond what I personally expected, and the work output will be (I foresee) extremely useful in our development of our software….It’s snazzy, it’s professional, it follows the operator workflow (which is important), and it makes operation clear and easy.  Thank you!”

- Matt Hartshorn (eSolar Development Engineer)

A year ago, nearly to the day, we headed into 2011 with our press release on the redesign of SBA.gov, in partnership with DRT Strategies and Promet Solutions – since then, we’ve been in a full on marathon sprint!

We’ve had some time to come up for air to put up a few portfolio, blog, twitter, and  FB  posts – but it’s been tough to get it all up to share at the pace we’re moving. We’ll follow up with more detailed posts and website additions about our clients in the coming month(s), but here is a quick sampling from some of Limina’s 2011 clients and work.

We want to thank all of our customers for investing in User Experience!  Special thanks to our partners and collaborators; Promet Solutions, Alex Hsiao @Perphic, Jacob Burhardt @FlashbulbInteraction, Alla Zollers @azollers, Cory Lebson @CoryLebson and Linchpin @linchpin_agency for making this one of our strongest business years to date!

Happy Holidays and Happy New Year!

The Limina Team

Children’s perception of the world is so unique, so genuine that information, basic or complex, is visualized in the barest fashion. After reading this article, I watched my 14-month old scan through a Toys R Us magazine. On a page filled with microscopic 1 x 1.5 cm images (representing some game software), my son could point out the images that featured Lightening McQueen, the red speedster straight out of the Disney/Pixar animation movie Cars 2.

What’s my point? My son is only looking for images of the red speedster because that is what he wants to see; who cares about Dora the Explorer, or Nemo! This could be the same for your clients or users – motivation, expectations, impatience makes people see (and experience) different things – and the design of your web portal could succumb to the same narrow mindedness…unless you use this as a tool in your design!

Try integrating some of these ideas to work with possible selective attention:

1.   Design to your clients’ or users’ expectations – In the example above, my son wants to see the Cars 2 picture. Similarly, if your clients want a design that communicates fashionable & hip or conventional & retro, research the different cues that represent these environments. Expected, accepted, or conventional design cues can help render more usability. We all have accepted cues that bring more information than we sometimes may want. For example, how would you react to a laundry detergent that was red in color? We accept that laundry detergents are within a certain color range – blue, green, white, essentially. These colors are accepted laundry detergent colors, whether we like it or not, and communicate certain characteristics (cleaning, perfume) that are intrinsic to our own accepted cues.

 2.   “Perception is malleable” – So, you think you are a unique mind and can steer clear of social influences and pressure? Think again. Your perception of everything you see, feel, touch is dependent on experiences from a year ago, a day ago, or even a minute ago! If I translate the methodology used in the Balcetis & Dunning (2006) paper, I can influence your choice of seeing the glass half empty or half full if I tell you upfront about wars and the declining economy, or about the shining sun and cute puppies (well, I guess that depends on if you like puppies…Ok, you get the drift). This means that you can also predispose your clients’ perception by discussing upfront the unique logo choice that was a hit with the testing agency, or about the wording that was changed in order to bring clarity to the software. Positive pre-disposition can go a long way!

 3.   Remove any potential ambiguity – In the example of my son’s selective attention to only the Cars 2 character, I noticed that he would hesitate in his choice when there was a visual similar to a car, or red in color. This ambiguity was basically distracting his attention, and here, unfortunately, steering him in the wrong direction. Similarly, you don’t want any ambiguity or confusion in your design. You can also read a past article about Tropicana’s failed design change.

TEST YOUR SELECTIVE ATTENTION

References:

UX Magazine on-line (October 2011), Article No. 754 by Andrew Turrell http://uxmag.com/articles/selective-attention-and-user-experience).

Balcetis and Dunning (2006) Journal of Personality and Social Psychology, Vol. 91, No. 4, p612.

Today, Kareen has taken the helm managing our social media outlets (Facebook, Twitter, Blog) in addition to designing and implementing our Marketing Plan.

Welcome, live long and prosper!

Over the past few months, the Limina team has been carefully preparing to grow our business. We have a little way to go yet, but I thought it would be nice to post an update to keep everyone up to speed. As some of you may know, Limina has been around since 2003, and operating in more or less the same model for the past 7 years. We could conceivably stay this size and continue to enjoy our success as a small UX consultancy for years to come, but we’ve decided that it’s time for change.

Contributing factors to Limina’s shift:

• US Small Business Administration 8(a) Business Development program.  Limina entered into this program in 2010.  Participating in this business development program allows Limina to compete on Federal contracts which have been set aside for 8(a) firms.  Given the scope and duration of Federal contracts, growth to support our resource demands will be immanent.
• Increased demand for UX services.  Over the past two years, Limina has experience increased demand for our UX research, strategy and design services – we love our work, but we need to eat and sleep – more hands on deck will help distribute the load.
• Product development opportunity – this topic is Top Secret and we can’t give away any details.  Suffice to say, we will be dividing our focus from the services side of our business to deliver on a turn-key products which will deliver massive value to the field of technology. With our focus divided, we’ll need more staff to work on client delivery and product research, design & development.
• It’s just time.

We don’t have a specific timeline to share, but concrete plans are in motion to secure an office space in the DC Metro area to expend the team.  We’re working out a benefits package and employee handbook details…  and stacking our project pipeline with exciting new projects!

What does this mean for you?

If you’re currently working with Limina as an independent contractor – and you like it that way, don’t worry – we understand that works for you and we won’t cut off our contractors from our projects.   If you’re an independent UX consultant and you’re looking to work on exciting user centered design consultancy – we’re interested, send your contact info, resume and portfolio work samples our way!

If you’re looking for a full time UX career – working with a team of innovative collaborators, start preparing your resume and portfolios!  We’re taking applications and we’ll reach out to you when we kick off our interview process.  For a list of opportunities – check out our job listings.

If you feel like our posts are too far and few between – Follow us out on Twitter!  We tweet daily – and save you time on hunting for tasty UX treats.  Over capacity on twitter follows?  Hit us up on Facebook and slap that “Like” button.

We’re also on LinkedIn, Proudly Made in DC, IXDA DC, UPA DC and DC Tech Meetup – find us at any of their events!

Cheers!

-Jon Fukuda

It’s really cool to see our designs in action.  Read more about our project with with Invincea. You can find more of their demos and webcasts on their YouTube Channel.

Enjoy!
-Jon

Dave McCandless‘ TED gives a great talk on the Beauty of Data Visualization. This talk covers all of the valuable considerations for why providing the right visualizations can make a big difference in how we understand the data.  You can learn a lot from looking at raw data, but when you ask the right questions, and have the relevant visualizations, things can become far more meaningful.

A huge Hat Tip to Jeff Wong, Creative Director at AddThis.

Being a virtual company has it’s challenges – communicating, planning, collaborating, tracking, managing and delivering have many potential pitfalls.  We wanted to take a moment to highlight some products that have been helping us to drive more efficiency in our virtual structure.

In recent months, Limina has been picking up the pace in collaborating with UX personnel in the field and delivering our services.  This has been, in no small part, due to our use of collab-ware.  We’ve recently migrated our intranet, client extranets and project collaboration space to OneHub workspaces.   For the past 5 years, we’ve been  using GoToMeeting to facilitate our internal project checkpoints, along with a host of user research activities and client presentations.  And we’ve recently started using ClickTime as our user friendly time reporting product.

Other enablers we’re tinkering with in our lab include: Pidoco, iRise,and iMockups, to name a few. Add into the mix Skype, GoogleDocs, chat and mail clients and you’re well on your way!

We just thought we’d give a shout out to technology products that’ve been making deploying our user centered research and design services  not only more efficient for a decentralized UX practice, but fun and easy!  Our clients and field agents love how we’ve brought these products into our process and service delivery suite.  And we couldn’t think of any better way to say: “We <3 These Great Products!”

-Jon

We’ve been tracking this story for about a week now – trying to see where things would end up. Here’s just a brief overview an analysis, along with some interesting links on what you might have missed.

On October 5th,  2010 – GAP, inc.  quietly swapped out their logo on their website (soft launch) without warning or announcement.

On October 6th, 2010 -  UnderConsideration posted an article “Don’t Mind the Gap, or the Square” where they provided a little background on the company, the history of the logo and some initial reactions to the new logo.

Gap’s Facebook Page starts getting customer comments on the new look… and Gap responds:

Thanks for everyone’s input on the new logo! We’ve had the same logo for 20+ years, and this is just one of the things we’re changing. We know this logo created a lot of buzz and we’re thrilled to see passionate debates unfolding! So much so we’re asking you to share your designs. We love our version, but we’d like to see other ideas. Stay tuned for details in the next few days on this crowd sourcing project.
— Gap’s Facebook status update

October 7th, 2010 – idsng.org posts a roll-up of reactions to the new logo and Gap’s plans to crowd-source, or not.

October 8th, 2010 -  UnderConsideration pulls together the Mother-load post “Followup: Gap Gate” – demonstrating that gap consumers, designers, bloggers and the social web weren’t going to swallow the new logo and were ready to poke fun and actually compete for the title of “I designed the new Gap logo”

The Gapify Tumblr demonstrated how asinine the design decisions were and how applying them completely oversimplify and disregarded the key brand identity in any logo.

And my personal favorite CrapLogo.Me took a more in-your-face approach to describe how they feel about the new logo by creating a Gap logo meme.

By far the most controversial of reactions (see below)  is Gap’s marketing pivot – “Let’s crowd source the logo design” which spurs into motion a $500 logo design competition by 99 Designs.  The competition rang in a healthy 4660 entries – which spanned  wide range of humorous satirical design to some legitimate attempts to resolve the company’s desire to move their brand forward.  While this competition is not officially sponsored by Gap, we’re awaiting to learn the outcome of the, now closed, competition and what 99 Designs intends to do with the winning design.  (UPDATE 10.18.10 – below)

Post-post Analysis Post: Everyone is all excited about crowd-sourcing design..  aren’t they?  Wait…  not everyone.  Crowd-sourcing has done wonders for open technology platforms like Drupal and Jquery and opened content platforms like Wikipedia,  but is it right for design?  The main complaint to the world of crowd sourced design is that it appeals to the bottom feeder in design consumers and the desperation of a struggling designer which has a downward spiraling effect on the design market.   Mike Monteiro from Mule Design sums it up in his “Gap, I have your new logo” post from Off the Hoof.  Another jab at 99 Designs and Crowd sourced design at BonFX.

Oct 11, 2010 – Gap Inc. Issues an official press release- “Gap Listens to Customers and Will Keep the Classic Blue Box Logo”

Oct, 11, 2010 – AP Marketing Writer, Emily Fredrix,  picks up the story and posts:  Gap’s logo back to blue after fans gripe about new – now headlining on Yahoo.com Oct.12, 2010.

Oct 12, 2010 – Richard Grefé, Executive Director of AIGA| the professional association for design, (re) posts his position on Spec work with a letter sent to the Gap on October 7th.

If you want quality, if you have respect for the design process (research, conceptualization, design, testing), along with an ounce of self respect – you’ll pay the designer the true value of the labor and the product.

Why does Limina care about this?  Our customers are primarily software, web-app and website design oriented, looking for ways to improve the user experience.  While this resides heavily in user research and user centered design, it often touches and occasionally includes heavy consideration for brand identity.  We don’t take the subject lightly – use acceptance can make or break a product.  As we’ve seen with Tropicana and now with Gap – this level of market rejection can be costly – fortunately for Gap they didn’t roll out the new design across all of the product lines, stores, packaging, bags and collateral.

UPDATE 10.17.10 – Things just went from bad to worse.  99Designs sent out a blast to the community to participate in “voting” for the best Gap logo design.  It’s as if the 99Designs crew got cold feet  in fear of a backlash from the design community if they picked a weak design.  So they’re throwing it back at the crowd.  “Here…  you guys sort out this mess”.

-Jon Fukuda

(Reblog)

IDEO released a five-minute video exploring the future of digital books. Their illustrated concepts highlight some interesting opportunity areas in the publishing industry through three distinct reading experiences:

Nelson reinforces books as critical thinking tools, providing multiple perspectives, references, and current conversations on a single subject. The layers of information beyond the book itself provide greater context and encourages a deeper dive into the book throughout history and into the future.

The Future of the Book. from IDEO on Vimeo.

Coupland addresses the challenge to stay on top of the thinking and writing in our world and professional field that so many of us feel. Readers can easily keep up with “must-reads” by following what colleagues are reading and interact with them through “book clubs” and other social layers (discussions, suggestions, lists, purchases) to help each other share and learn.

Alice explores new ways for users to interact and affect written narratives by introducing non-linear and game mechanics to reading. By introducing the reader’s active participation, this concept “blurs the lines between reality and fiction.” Certain interactions allow the reader to transcend traditional media by utilizing geographic location, communication with characters, and user contribution to storyline and plot.

A very cool blue sky project from IDEO to say the least. I enjoyed the way they chose to compartmentalize the functionality rather than attempting to redefine the book in a single all-inclusive interface (a failure we see in most of these concept projects). This project, and examples appearing all over the industry, only further prove that the future of books in the digital age does not lie in single solution but rather a utilization of technology to better address the wants and needs of users to share, interact, and learn more through specialized design solutions. We are certainly on the precipice of a whole new world for this morphed understanding of the “book.”If you are interested in hearing more about IDEO’s project, check out the interview with two of the project’s designers, Duane Bray and Robert Lenne, on WNYC’s Brian Lehrer Show. There’s also a conversation about the topic going on over at IDEO’s Facebook page.

Video and photos from IDEO.

This post was originally posted by Willem Van Lancker, 21 Sep 2010

Head nod to Convio, their technology and developers.

Take Action California has an agressive goal to sign up 5k users by 8/1/2010.  Spread the word, share with your local Californians.

Be heard and take policy, budget, legislative and general social well being into your own hands!

We are Limina, and we approve this message!

-Jon Fukuda

• 20 Websites to Help You Master User Interface Design
• 10 Tools for Evaluating Web Design Accessibility
• 11 Inspiring Lessons from Web Design Experts
• Best Practices for Hints and Validation in Web Forms

Hope you find these helpful,

-Jon Fukuda