Feeds:
Posts
Comments

Archive for the ‘user experience’ Category

null

Beeline Labs, Deloitte LLC and The Society For New Communications Research recently partnered to conduct a first-of-its-kind study of how more than 140 organizations are employing online communities dubbed “Tribalization Of Business.”

Francois Gossieaux (Marketing 2.0 and Beeline Labs honcho) sent me this pretty killer summary of the report last week, and I am just now getting to it. Fantastic stats and insights for any company, large or small, looking to incorporate community interactions into their business model. (Customer communities, user communities, thought leadership communities, etc.) You really owe it to yourself to click on the links and read up on this. It won’t take a lot of your time, and you will learn some pretty interesting (dare I say actionable ?) stuff in the process.

The report and summary also include some pretty killer best practices, so take note.

The summary: http://www.beelinelabs.com/files/TribalizationStudyrelease.pdf

The Tribalization report’s web page: http://www.beelinelabs.com/tribalization/

Additional reading:

Have a great Tuesday, everyone!

Read Full Post »

Ever noticed how positive attitudes are infectious? You walk into a store, and everyone who works there is jazzed and happy to be there and energetic… and by the time you leave, you have completely adopted their mood?

Ever noticed that the opposite is also true: Walk into a business where everyone is negative or apathetic, and you find yourself feeling the same dread and negativity?

Sitting in Houston’s Toyota arena with thousands of the world’s most innovative Microsoft partners, I was reminded of the power that other people’s attitudes and moods have over our own – and remembered a post that Kathy Sierra shared many moons ago on her brilliant but now sadly defunct “Passionate Users” blog. It talked about happy vs. angry people, emotional contagion, and the role mirror neurons play in our involuntary tendency to be drawn into other people’s positive or negative attitudes. Very cool stuff, and particularly relevant to some of the discussions I have been involved with in the last few days with some of my international peers. I did some quick digging to find it so I could share it with you. Here are some of the highlights:

Mirror neurons and our innate tendency to pick up other people’s behaviors, good and bad.

There is now strong evidence to suggest that humans have the same type of “mirror neurons” found in monkeys. It’s what these neurons do that’s amazing–they activate in the same way when you’re watching someone else do something as they do when you’re doing it yourself! This mirroring process/capability is thought to be behind our ability to empathize, but you can imagine the role these neurons have played in keeping us alive as a species. We learn from watching others. We learn from imitating (mirroring) others. The potential problem, though, is that these neurons go happily about their business of imitating others without our conscious intention.

Think about that…

Although the neuroscientific findings are new, your sports coach and your parents didn’t need to know the cause to recognize the effects:

“Choose your role models carefully.”
“Watching Michael Jordan will help you get better.”
“You’re hanging out with the wrong crowd; they’re a bad influence.”
“Don’t watch people doing it wrong… watch the experts!”

We’ve all experienced it. How often have you found yourself sliding into the accent of those around you? Spend a month in England and even a California valley girl sounds different. Spend a week in Texas and even a native New Yorker starts slowing down his speech. How often have you found yourself laughing, dressing, skiing like your closest friend? Has someone ever observed that you and a close friend or significant other had similar mannerisms? When I was in junior high school, it was tough for people to tell my best friends and I apart on the phone–we all sounded so much alike that we could fool even our parents.

But the effect of our innate ability and need to imitate goes way past teenage phone tricks. Spend time with a nervous, anxious person and physiological monitoring would most likely show you mimicking the anxiety and nervousness, in ways that affect your brain and body in a concrete, measurable way. Find yourself in a room full of pissed off people and feel the smile slide right off your face. Listen to people complaining endlessly about work, and you’ll find yourself starting to do the same. How many of us have been horrified to suddenly realize that we’ve spent the last half-hour caught up in a gossip session–despite our strong aversion to gossip? The behavior of others we’re around is nearly irresistible.

Why choosing who you work, play and hang out with matters.

When we’re consciously aware and diligent, we can fight this. But the stress of maintaining that conscious struggle against an unconscious, ancient process is a non-stop stressful drain on our mental, emotional, and physical bandwidth. And no, I’m not suggesting that we can’t or should’nt spend time with people who are angry, negative, critical, depressed, gossiping, whatever. Some (including my sister and father) chose professions (nurse practitioner and cop, respectively) that demand it. And some (like my daughter) volunteer to help those who are suffering (in her case, the homeless). Some people don’t want to avoid their more hostile family members. But in those situations–where we choose to be with people who we do not want to mirror–we have to be extremely careful! Nurses, cops, mental health workers, EMTs, social workers, red cross volunteers, fire fighters, psychiatrists, oncologists, etc. are often at a higher risk (in some cases, WAY higher) for burnout, alcoholism, divorce, stress, or depression unless they take specific steps to avoid getting too sucked in to be effective.

So, when Robert says he wants to spend time hanging around “happy people” and keeping his distance from “deeply unhappy” people, he’s keeping his brain from making–over the long term–negative structural and chemical changes. Regarding the effect of mirror neurons and emotional contagion on personal performance, neurologist Richard Restak offers this advice:

“If you want to accomplish something that demands determination and endurance, try to surround yourself with people possessing these qualities. And try to limit the time you spend with people given to pessimism and expressions of futility. Unfortunately, negative emotions exert a more powerful effect in social situations than positive ones, thanks to the phenomena of emotional contagion.”

This sounds harsh, and it is, but it’s his recommendation based on the facts as the neuroscientists interpret them today. This is not new age self-help–it’s simply the way brains work.

Emotional Contagion explained.

Steven Stosny, an expert on road rage, is quoted in Restak’s book:

“Anger and resentment are thet most contagious of emotions,” according to Stonsy. “If you are near a resentful or angry person, you are more prone to become resentful or angry yourself. If one driver engages in angry gestures and takes on the facial expressions of hostility, surrounding drivers will unconsciously imitate the behavior–resulting in an escalation of anger and resentment in all of the drivers. Added to this, the drivers are now more easily startled as a result of the outpouring of adrenaline accompanying their anger. The result is a temper tantrum that can easily escalate into road rage.”

From a paper on Memetics and Social Contagion,

“…social scientific research has largely confirmed the thesis that affect, attitudes, beliefs and behavior can indeed spread through populations as if they were somehow infectious. Simple exposure sometimes appears to be a sufficient condition for social transmission to occur. This is the social contagion thesis; that sociocultural phenomena can spread through, and leap between, populations more like outbreaks of measles or chicken pox than through a process of rational choice.”

Emotional contagion is considered one of the primary drivers of group/mob behavior, and the recent work on “mirror neurons” helps explain the underlying cause. But it’s not just about groups. From a Cambridge University Press book:

“When we are talking to someone who is depressed it may make us feel depressed, whereas if we talk to someone who is feeling self-confident and buoyant we are likely to feel good about ourselves. This phenomenon, known as emotional contagion, is identified here, and compelling evidence for its affect is offered from a variety of disciplines – social and developmental psychology, history, cross-cultural psychology, experimental psychology, and psychopathology.”

[For a business management perspective, see the Yale School of Management paper titled The Ripple Effect: Emotional Contagion In Groups]

Can any of us honestly say we haven’t experienced emotional contagion? Even if we ourselves haven’t felt our energy drain from being around a perpetually negative person, we’ve watched it happen to someone we care about. We’ve noticed a change in ourselves or our loved ones based on who we/they spend time with. We’ve all known at least one person who really did seem able to “light up the room with their smile,” or another who could “kill the mood” without saying a word. We’ve all found ourselves drawn to some people and not others, based on how we felt around them, in ways we weren’t able to articulate.

Happy People are better able to think logically

Neuroscience has made a long, intense study of the brain’s fear system–one of the oldest, most primitive parts of our brain. Anger and negativity usually stem from the anxiety and/or fear response in the brain, and one thing we know for sure–when the brain thinks its about to be eaten or smashed by a giant boulder, there’s no time to stop and think! In many ways, fear/anger and the ability to think rationally and logically are almost mutually exclusive. Those who stopped to weigh the pros and cons of a flight-or-fight decision were eaten, and didn’t pass on their afraid-yet-thoughtful genes.

Happines is associated most heavily with the left (i.e. logical) side of the brain, while anger is associated with the right (emotional, non-logical) side of the brain. From a Society for Neuroscience article on Bliss and the Brain:

“Furthermore, studies suggest that certain people’s ability to see life through rose-colored glasses links to a heightened left-sided brain function. A scrutiny of brain activity indicates that individuals with natural positive dispositions have trumped up activity in the left prefrontal cortex compared with their more negative counterparts. “

In other words, happy people are better able to think logically.

And apparently happier = healthier:

“Evidence suggests that the left-siders may better handle stressful events on a biological level. For example, studies show that they have a higher function of cells that help defend the body, known as natural killer cells, compared with individuals who have greater right side activity. Left-sided students who face a stressful exam have a smaller drop in their killer cells than right-siders. Other research indicates that generally left-siders may have lower levels of the stress hormone, cortisol.”

And while we’re dispelling the Happy=Vacuous myth, let’s look at a couple more misperceptions:

“Happy people aren’t critical.”
“Happy people don’t get angry.”
“Happy people are obedient.”
“Happy people can’t be a disruptive force for change.”

So can Happy and criticism live happily together?

One of the world’s leading experts in the art of happiness is the Dalai Lama, winner of the Nobel Peace Prize in 1989. Just about everyone who hears him speak is struck by how, well, happy he is. How he can describe–with laughter–some of the most traumatizing events of his past. Talk about perspective

But he is quite outspoken with his criticism of China. The thing is, he doesn’t believe that criticism requires anger, or that being happy means you can’t be a disruptive influence for good. On happiness, he has this to say:

“The fact that there is always a positive side to life is the one thing that gives me a lot of happiness. This world is not perfect. There are problems. But things like happiness and unhappiness are relative. Realizing this gives you hope.”

And among the “happy people”, there’s Mahatma Gandhi, a force for change that included non-violent but oh-most-definitely-disobedient behavior. A few of my favorite Gandhi quotes:

In a gentle way, you can shake the world.

It has always been a mystery to me how men can feel themselves honoured by the humiliation of their fellow beings.

The argument for and against anger

But then there’s the argument that says “anger” is morally (and intellectually) superior to “happy”. The American Psychological Association has this to say on anger:

“People who are easily angered generally have what some psychologists call a low tolerance for frustration, meaning simply that they feel that they should not have to be subjected to frustration, inconvenience, or annoyance. They can’t take things in stride, and they’re particularly infuriated if the situation seems somehow unjust: for example, being corrected for a minor mistake.”

Of course it’s still a myth that “happy people” don’t get angry. Of course they do. Anger is often an appropriate response. But there’s a Grand Canyon between a happy-person-who-gets-angry and an unhappy-angry-person. So yes, we get angry. Happiness is not our only emotion, it is simply the outlook we have chosen to cultivate because it is usually the most effective, thoughtful, healthy, and productive.

And there’s this one we hear most often, especially in reference to comment moderation–“if you can’t say whatever the hell you want to express your anger, you can’t be authentic and honest.” While that may be true, here’s what the psychologists say:

“Psychologists now say that this is a dangerous myth. Some people use this theory as a license to hurt others. Research has found that “letting it rip” with anger actually escalates anger and aggression and does nothing to help you (or the person you’re angry with) resolve the situation.

It’s best to find out what it is that triggers your anger, and then to develop strategies to keep those triggers from tipping you over the edge.”

And finally, another Ghandi quote:

“Be the change that you want to see in the world.”

If the scientists are right, I might also add,

Be around the change you want to see in the world.

Strong organizations and communities are able to harness the power of emotional contagion to create engaging, productive and extremely effective collaborative ecosystems. The truly exceptional among them also manage to extend this collective positivity to their human/customer touchpoints (retail outlets, salespeople, CSRs, etc.). Obvious examples of this are Starbucks (except in airports), Mac Stores, and Whole Foods grocery outlets.

This week, a very large scale example of this (and the trigger for this post) was Microsoft’s Worldwide Partner Conference in Houston, TX.

The complete opposite of this might be, say, the checkout at Walmart, Home Depot or Taco Bell, a prison ward, or an Vietnamese sweat shop.

Success breeds success. Enthusiasm breeds enthusiasm. Professionalism breeds professionalism.

Likewise, mediocrity breeds mediocrity. Apathy breeds apathy. Negative attitudes breed negative attitudes.

Now you know. What you do with this knowledge is up to you. For me, the choice is pretty simple. Always has been.

Have a great Friday. 😉

photo credit: Christopher Wray McCann

Read Full Post »

So instead, I will just post this haiku:

GM US sales dropped 18% in june.

Toyota US sales dropped 21% in June.

More imagination is needed.

Source: CNN

With every car and truck and van in the US looking essentially the same and absolutely no effort whatsoever by major car manufacturers to create sexy, well-designed, fuel-efficient, compact cars to give the overpriced mini Cooper and gender-limited VW Bug a run for their money, we are left with a sea of cars no one wants.

Problem #1: Wallet share is tight. Buying a new car in the current economy is already a tough proposition.

Problem #2: Buying a car is an investment. Resale values of vehicles with weak mileage efficiency are dropping fast. Investing in a car today with gas prices looking the way they do (+ market insecurity) means consumers aren’t likely to fork out big bucks for a new car anytime soon.

Problem #3: Our “bigger is better” supersize-me attitude needs to change. The days of the macho-by-horsepower association are coming to a close. Deal with it.

Problem #4: Auto manufacturers are not reacting quickly enough to the oil crisis. (As if it wasn’t always coming. Didn’t anyone have a Plan-B? Really?)

Problem #5: Most cars don’t have a purpose or an identity. Nissan’s X-Terra’s success 8 years ago was due to the fact that it had a very clear place in the pantheon of vehicles. Same with the H2, the Mini Cooper, and the VW bug. Today’s contenders are Toyota’s FJ Cruiser and to some extent the H3, but that’s about it. Every other SUV is just another copy of a copy of a copy. Ford’s Mustang GT fills the muscle car void fairly well, but we aren’t exactly talking middle of the bell curve here. Crossovers are a nice concept, but I have a tough time getting excited by any new design – they’re all the same. Ergo: I’m bored just trying to think of an interesting or unique car i am jonesing for under $30K.

There is a clear absence of imagination in the auto industry, at least in the US. derivative designs create an “also-in” design culture that offers no clear value to anyone. Sure, I can get excited about Aston Martin or Bugati’s latest supercars, but when I look at cars I can actually afford – the middle of the bell curve – what am I left with? Where is the sexy, smart, well designed sub-$20K car with great gas mileage and suite of electronic interfaces I have been asking for? Where are my power outlets for laptops and media player recharges? (Real outlets, not cigarette lighter outlets.) Where is my built-in hands-free system for my phone? Where is my media player plug-in?

I’m not saying that we should all adopt the euro supercompact-car concept (although if you live in the city, don’t have any kids, and absolutely need a car, perhaps you should consider one), but there is a healthy compromise that can be met. Why is it that we aren’t seeing it yet? Every compact car on the market that isn’t a mini or a bug is manufactured on the cheap and designed on the quick. This needs to change.

Cars should always be cool. They should always be more than just a set of wheels to go to work or to the store. I’m not sure when the industry shifted to a zero personality model, but auto makers need to turn this around. Cars with personalities sell. Period. They sell because they stand for something. They help their owners express who they are. Identity development needs to become part of every new car design – not just at the brand level (a BMW is a BMW /a Mercedes is a Mercedes) but at the level of the individual model. Scion has adopted the concept 100%, but its designs look like someone got a hold of ten-year-old early concept drafts from 2-3 automakers and actually turned them into production cars without making any changes. (Right idea: Unique models for unique uses, but horrible execution: Not a whole lot of curb appeal, and heinously derivative designs.)

Is it really THAT hard to get this right?

Here’s what the next big auto hit looks like:

1. It has so much personality, it could be a Mac. (Sorry, I’m supposed to be the PC guy, but we all know where “cool” lives these days.)

2. It looks GREAT. Not just good, but GREAT. People want to rent it from hertz and budget and Avis. Your friends want to drive it when you show it off at your next together. People on the street stare at it when you drive by.

3. The interior is a mix between the cockpit of a 1930’s rallye speedster and the cabin of a brand spanking new custom Leer jet.

4. Real power outlets. Media player interfaces. Hands free wireless interface. Just do it.

5. MPG superstar status. Make it part of the car’s identity. Not an afterthought, but at the very core of the car’s purpose.

6. $12K-$18K is the sweet spot. It’s a compact.

7. But make it look, feel and perform like a $30K+ car.

8. Invent something smarter than a cool cup holder. Like a built-in passive cabin ventilation system for really hot summer days. Or a slot for a portable hard drive inside the dashboard. Or a fully insulated trunk compartment for laptops, cameras and other electronics. Or accessible + concealable storage compartments for passengers. Or a new seat adjustment interface. Or yeah… a better cup holder.

Europeans have been designing very cool, high performance compact cars for decades. Look to Renault, Citroen, Opel and Peugeot, for starters. Even mercedes sells compact cars in Europe now.

Think, guys. Dream a little. Invent something that brings value to the market. More importantly, make your brand, your designs and your every conversation with us, the people who should be dreaming about driving your cars, stand for something. Give us something to desire and crave and get excited about.

A 20% drop in sales might be great for your car lease units, but that isn’t where you want to be. Wake up and do something.

Read Full Post »


“The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow.”

– William Pollard.

That’s worth framing and hanging in every meeting room from Portland to Tahiti (via Paris).

Also, via Tom Asacker:

“Over time, unchanging relationships can turn into shackles that limit an organization’s flexibility and lock it into active inertia. Established relationships with customers can prevent firms from responding effectively to changes in technology, regulations, or consumer preferences.”

– Donald Sull (Revival of the Fittest: Why Good Companies Go Bad an How Great Managers Remake Them.)

Do you see where I’m going with this?

So… your new mission every day is to keep things fresh. That’s it. Whether you’re in the business of designing ads, repairing engines, selling shoes or answering calls from angry customers, don’t ever, ever, ever let routine set in. Try different things. Learn something new from every customer. From every sale. From every design challenge. From every product launch. From every commercial you hear on the radio. From every movie you catch on cable. From the games your kids play. From magazines you’ve never picked up.

Keep things fresh.

And go read Tom Asacker’s post on that very topic. It’s very good.

Have a great Monday, everyone.

Read Full Post »

If you haven’t seen this yet, you need to.

Yes, I mean right now.

Granted, once you get past the pretty surface “screen” and look at both the size of the “box” that lurks underneath and the pricetag, Microsoft’s new Surface is a little cumbersome and expensive but that is normal for a completely new product of this type. Give the technology a few years to penetrate the market, and two things will happen: 1) prices will eventually drop to more reasonable pricepoints (very much like plasma TVs and flat screen monitors) and 2) the technology will get smaller, more portable and more flexible when it comes to integrating it into our everyday lives. I can’t wait for these aps to start working with tablet PCs. That will be pretty incredible.

Is it too soon to add the mouse and keyboard to the endangered species list? Eh… Watch the demo and I’ll let you guys draw your own conclusions. In twenty years, I think we’ll look back at the way computers used to look in 2007 and we’ll laugh at how bulky and cable-reliant they were. (I’m sure 8-tracks were all the rage once too.)
Note: Don’t get so caught up in the demos that you miss out on the site’s other features. (Go to the bottom of the page and click on “Origins” to get a recap – complete with napkin sketches – of how this product came to be and where it is going. You can also see who is already adopting this technology, where you can demo it for yourselves, and you can meet all the members of the development team via photos, bios, etc.) The site is as simple and easy to navigate as it is well designed, and uses just enough flash to not get on my nerves. (Website designers and product development teams out there, don’t feel bad about taking notes.)
BTW, I saw an industrial environment version of Surface demonstrated live in Redmond earlier this month, and I was left drooling and speechless (yes, both at the same time) for a good five minutes. Not only could you scan, modify, highlight, cut-and-paste, send, share and manage documents like images, graphs, tables and text with your fingertips, it responded to speech, worked as a hands-free video conferencing station, could double as media center and triple as a design workstation, and seemed so intuitive that a chimp could figure out how to use it in under five minutes. Pure genius. I could be wrong, but I think the folks at Microsoft finally gained access to Area 51.
Have a great Friday, everyone. 😉
PS: Don’t try to leave a comment via the permalink. Instead, go to the main page and click the comment tab at the bottom of this post.
Disclosure: In the interest of full disclosure, I should mention that I manage SYNNEX’s Microsoft distribution business in the US and that I therefore have close ties with Microsoft. Althoughthis is unlikely to affect my opinion of Microsoft products or the way I approach topics dealing with Microsoft on this blog, it is worth noting nonetheless.

Read Full Post »

Halo 3 +1

So… I occasionally turn into a complete gamer geek. (It happens to the best of us.)

Just so you know, I picked up my very own pre-ordered copy of Halo 3 yesterday and played it for a few hours last night, and I have to admit that the game absolutely lives up to the hype. I didn’t think it would, but man, does it ever.

Although the graphics are much better and whatnot, the game doesn’t look a whole lot diffrent from Halo 2, but where the game really shines is in the gameplay. So much so that the changes made to the user interface have so radically improved my playing skills that I went from being pretty lousy to being pretty awesome virtually overnight. For someone like me (who routinely got his ass handed to him by twelve-year-old kids in multiplayer mode), this turns me into an instant fan of the Halo franchise. (Kudos to the development team for having opted to focus on the user interface rather than working on fluff – like better visuals, or whatever. The prettiest games are not always the best games, after all.)

The lesson here is this: User/customer experience should always be paramount to any marketing or process-related endeavor. (Kathy Sierra would be proud.) Giving your users a cool product is going to be exciting at first, but without a radically valuable user experience, the coolness of the product will wear off quickly. On the other hand, focusing on making your users rock right from the start (incorporating a lot of usablity in your design) will lengthen the lifecycle of your product, significantly increase its adoption rate, and generate a whole lot of referal business over time. If using the product is as easy and fun as it is valuable to the user, you’ve created a winner. If all you’ve focused on is style and coolness, but the learning curve is steep or the usability is limited, you’re screwing yourself out of a market leadership position.

Obviously, every product designer should always strive to create a healthy balance of substance and style, but no amount of style will ever take the place of substance.

In the apparel world, if a garment looks awesome but starts falling apart or fading after a few weeks, you aren’t likely to get repeat business.

In the automotive world, if a car looks fantastic but has to be repaired every 10K miles, you’ll soon be out of business.

In the software world, if you design a gorgeous app but it is frustrating (or sometimes virtually impossible) to use, you’ve just wasted a whole lot of venture capital.

Congrats to Microsoft and Bungie for having not only designed an incredibly fun game, but also for having blown all of the previous game pre-order records and having rolled out this product so damn effectively.

In related news, check this out (image source).

Have a great Wednesday, everyone. 🙂

Read Full Post »

Older Posts »