ZenStorming

Where Science Meets Muse

Posts Tagged ‘designing experience’

Want A New Year’s Resolution to Increase Your Innovation Output? – Try This

Posted by Plish on January 2, 2018

Happy New Year!!

Yes, it’s the new year.  A fresh slate.  It’s time for that time honored tradition of making resolutions.

In the world of innovation, there is one resolution you can make that will result in more creative ideas, more really creative innovations.

But before we make that resolution, Let’s Toast with a Heineken!

Heineken’s interactive, Ignite beer bottle is a thing to behold.  It’s not just a passive hunk of glass that holds a liquid.  It’s an active participant, sensing and responding, thus encouraging certain behaviors.

But their work has gone beyond the bottle.  Heineken also uses IoT and AR to increase sales and optimize the sales and distribution process.

The point here is that Heineken is not just seeing themselves as providing beer.  They see themselves as providing an experience.  From the store to the nightclub, they understand that people have lives, they act in certain ways in certain situations. When designing products with this in mind, not only does Heineken see improved sales and distribution, but people enjoy the product more!

What does this have to do with the New Year’s Resolution?

Everything.   Great innovations come from great ideas that dive into the depths of reality.  In Heineken’s case, these innovations come from a shift in perspective.  They look beyond the obvious and embrace the breadth and depth of the product experience.

At the heart of these innovations is a realization that for every action there is not only a reaction but a pre-action, and there are reasons for these actions.

Let’s Buy a Hammer

I want to buy a hammer to drive a nail into a wall.  Chances are, I don’t just want a nail in a wall.  I want to hang a picture.  But, I don’t just want to hang a picture, I want to beautify the room, or bring back a memory.  You see where this is going.

Most hammer manufacturers are making something to drive a nail.  It’s why hammers are virtually unchanged for decades.  They focus on efficient nail driving. But,  the nail is more than that, and in fact, it’s part of the process to create an experience – it’s not just about driving nails. (Other companies have realized that.  Nail-less hangers and non-marring adhesives all get at the ‘hanging’ part of the process.  But they still don’t necessarily see the whole picture. HA! No pun intended 😉 )

Heineken, on the other hand, is exploring the many tentacles of before, after, during and why.  Beer is purchased and consumed in specific contexts.   It’s not just a bottle.  It’s part of an experience.  We share a toast.  We drink in clubs.  We clink bottles.  We savor and feel the beat of the music.  The bottle is in the midst of all this, and it’s a shame that it’s been a passive part of that experience. But, it doesn’t have to be that way.  

The bottle can enrich the experience. 

It can participate in the club environment – it can sense and respond, and because it does, it creates it’s own feedback.  We gain pleasure from experiencing the bottle and its contents, so we encourage and repeat certain behaviors.

At the end of the day though, it’s not about bottles. It’s about innovative products and services that bring exciting and memorable experiences.

So let’s make that Resolution!

I resolve to look for, and design for, the Truth behind the Reality.

whoa…. that’s deep.

Not really.   It’s just a more thorough way of innovating.

Explore context. Explore ritual.  Explore relationships.  Explore meaning.

Personally I like the AEIOU framework:

A: Activities are goal directed sets of actions – things which people want to accomplish

E: Environments include the entire arena where activities take place

I: Interactions are between a person and someone or something else, and are the building blocks of activities

O: Objects are building blocks of the environment, key elements sometimes put to complex or unintended uses, changing their function, meaning and context

U: Users are the consumers, the people providing the behaviors, preferences and needs (Christina Wasson, quoting E-Lab, 1977)

Courtesy of https://www.10000ft.com/design-recipes/aeiou-research-framework

There are other systems like POEMS, POSTA, etc., but the point of them all is to find and design for the truth behind the reality.  Look at the big picture – don’t settle for the obvious!

The Reality: I want drive a nail into a wall

The Truth Behind the Reality: I want to take a step to beautify a room with a picture from a vacation to remind everyone of the great memories there

The Reality: I want to have a cold beer at a night club

The Truth Behind the Reality: I want to have fun!  I want a night of memories, a night of interaction!

The Reality:  A surgeon wants to cut a hole in the skin

The Truth Behind the Reality: A surgeon wants to quickly and easily place a device. The surgeon wants the patient to feel better so that she can go to her grand-daughter’s wedding in a week.

Where do you think the innovations are going to come from?

Designing for “The Reality” or for “The Truth Behind the Reality”?

Sure, innovation can come from just designing for “The Reality”.  In a world where all that is needed are nails driven into a surface, a new design of hammer – a nail gun – will be hailed as an innovation.    But let’s look at the “Truth Behind the Reality”:    How will people with nail guns interact with each other and the nails?  What about being able to use it in cold, or heat, or rain, or underwater?  Are we just putting up boards or building a house that will be a home? What about types of materials being nailed?  Who is buying the nail driver?  Are nail drivers even necessary?

See the difference?  Ideas will start flowing once we look under the surface.

The choice is yours

You can choose to design for “The Reality”.  You can make another hammer, another beer, another beer container.

But understand the “Truth Behind the Reality” and you will design products and services that Ignite experiences.

Make the resolution and stick to it.  

I resolve to look for, and design for, the Truth behind the Reality.

The world will thank you!

 

 

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Posted in creativity, Design, Disruptive Innovation, innovation, Innovation Tools, observation, problem solving, Research, Service Design, Technology, The Human Person | Tagged: , , , , , , , , , , | Leave a Comment »

Brand Strategy and Design – One Collective Voice at FUSE 2015

Posted by Plish on March 23, 2015

Yes, one of my favorite conferences is coming up and I hope to see you there!

FUSE 2015

From April 13-15  in Chicago, Illinois, the Loews Hotel will be home to a provocative and inspiring mix of leaders in Design, Brand Strategy, Marketing, Innovation, Trends, and Strategy.  For 3 days you will have an opportunity to learn, network and enjoy stimulating talks, workshops and more.

I always leave FUSE with a mindful of ideas and things to share.  To aid my recall, I capture my experiences of FUSE in concept maps.  You can go to Slideshare and check out my maps of DAY 1 and DAY 2 from last year.

Looking forward to seeing you there and hearing your experiences!!

Posted in Brands, creativity, Design, design thinking, innovation, Service Design, Trends | Tagged: , , , , , , , , , , , , , , | Leave a Comment »

Cannoli – Designing a Great Experience

Posted by Plish on February 3, 2015

A cannolo (singular of cannoli) Courtesy of Wikipedia

Today I was savoring one of the two cannoli I bought (it looked just like the picture above.) It suddenly dawned on me that this food perfectly represents the ideal product experience.

Bite one: Chocolate chips (or pistachios) creamy filling and crunchy roll.

Bite two and three: More creamy goodness and crunch.  An occasional chocolate chip.

Bite Four: Abundant chocolate chips, creamy filling and more crunch.

Cannoli, like a good song, a good show, a good product, starts strong, has a middle that is enjoyable and then ends on a high note with a bang!

It’s important to remember that even if the middle was empty, (an unfortunate problem with rookie cannoli makers), the fact that the experience ends with crunch, chocolate chips and creamy filling, helps redeem the experience.

What happens if a cannolo falls apart before someone is done eating?

While it’s a pleasant experience, the fact that the crunchy parts can’t really be eaten with a fork means that a person has to use his/her fingers to eat the rest of the parts.  While not quite a game breaker, part of the appeal of intact cannoli is that the entire eating experience is clean and yet delectable!

So what are the key takeaways?

Flavors aren’t everything. Color, aroma, crunch, all key.  And paramount?? Making sure the shell is crunchy enough to give a great culinary experience, but not so crunchy that it crumbles into a mess that prevents it from being eaten using one’s fingers.

Next time you’re designing a product or service, think cannoli.  Better yet, eat a cannoli and experience great design! 🙂

Posted in Design, Experience, Food | Tagged: , , , , , , | Leave a Comment »

Designing and Curating Perceptions of Vodou (Part Deux)

Posted by Plish on November 8, 2014

At the end of my last post on the Vodou Exhibition at Chicago’s Field Museum, (you might want to click the link and give it a read if you want to come up to speed,) I mentioned that I’d visit the exhibition again  and see if my thoughts changed.

I did.

They didn’t.

Friday night was an event in which Chicago’s Haitian community welcomed the new exhibit with delicious verve (See Figure 1 below).  It was a great opportunity to speak with artists and others about the exhibit, to get their opinions.

Many of theirs were similar to mine.

However, I did do something different this time. I spent more time looking up at the banners, and I spent more time on the artifacts that didn’t appear to be from secret societies.  (I didn’t just look, I studied, read, worked at really trying to understand.) In the end, this lightened the experience considerably, but did it dispel the overall dark vibe of the exhibit?

No.

What will help?

My suggestions for event would be the following.

  1. Change the banners that are used for publicity.  They contain Secret Society Lwa.  Do something lighter.
  2. Tell a story with the exhibition.  Start with the misconceptions you want to dispel, the points you want to get across. Then start dispelling and telling the story of Haiti and Vodou. Explain the day to day in Haiti and where Vodou fits.  Show how it interacts with other religions – perhaps even how families often practice Catholicism and Vodou simultaneously.
  3. Build an elevated area that is behind a red curtain (or make the curtain look like a forest covered mountainside. )  Entitle that section: “Inside Vodou’s Secret Societies”.  Maybe put a small disclaimer at the beginning saying small children might be disturbed by what’s inside.  Put those Secret Society artifacts (an example of which is in Figure 2 below), behind the curtain and out of the main stream of the exhibit.  Make sure it’s not somewhere in the middle of the exhibit.  The Secret Societies are not mainstream and mixing these artifacts in with the everyday artifacts mischaracterizes what many people experience in everday Vodou.  However, Secret Societies need to be referenced in the everyday exhibits- after all, they did indeed impact Haitian life. I also believe that ‘hiding’ the Secret Society artifacts will do another thing: people will slow down.  When people are in fearful situations, they tend to move more quickly. If you want people to move slowly and observe – hide the dark stuff.
  4. Children are noticeably absent from many of the videos and explanations.  Of the Haitians I spoke with, all of them had non-intimidating memories of Vodou as a child.  They remember the brightness, the music, the activity on Holidays.  If a child can feel it, adults will too.
  5. Move explanations closer to artifacts and make them readable without having to bend neck or body.  Bring banners closer to eye level.  Create exhibits that allow the most visitors to stand straight and tall.  Haitians wanted this (and still do!) and Vodou helped them.
  6. Include more ways for people to interact and touch.  Granted, the artifacts at the exhibition are were used in Vodou and as such, are not open to touching.  But, there are other ways to help people to hear, taste, feel, smell, touch.  Drumming is key to Vodou.  Let people make virtual drums (or real ones!) Get innovative!
  7. Provide more of the beauty of Haiti! More green, more color, breezes, salt water aroma, music, you get the idea.  Vodou is about the interconnectedness of all things, life, death, sky, earth, plants, water, etc.  Set more of the context, not just socio-politically (which incidentally, this exhibition did a better job of doing.)
  8. End the exhibition showing how Haiti is growing (albeit slowly and painfully at times) and what challenges lie ahead.  Reiterate how Vodou has been a misunderstood part of the process, that Vodou comes from the heart of the Haitian culture and it’s been responsible for establishing a spirit of  (and physical!) freedom in a nation.  Show bright artwork that comes from Haitian artists, even those works from those mounted by spirits.

With the above changes, I believe the exhibit would better accomplish its goal of dispelling misconceptions of Vodou.

I’d love to hear your thoughts and what you’d do!

Consul General of Haiti, Lesly Conde

Figure 1. Consul General of Haiti, Lesly Conde

Secret Society Lwa

Figure 2. Secret Society Lwa

Yes, I even spent more time looking at the mirrots

Figure 3  Yes, I even spent more time looking at the mirrors.  This was one of the more mellow looking mirrors

Posted in Arts, Authenticity, Conveying Information, creativity, curation, Design, Education, Experience, Information Visualization, Politics, prayer, Religion, Spirituality, The Human Person | Tagged: , , , , , , , , , , | Leave a Comment »

How Curation and Design Didn’t Dispel the Darkness of Vodou (Which is NOT Voodoo)

Posted by Plish on November 3, 2014

I had an opportunity to go to a Member’s Only night at Chicago’s Field Museum.  The event was in honor of the opening of a new exhibition entitled: Vodou – Sacred Powers of Haiti.

One of the highlights of the night was a discussion led by Field Museum Exhibit Project Manager, Janet Hong. On the panel were Dr. Serge Pierre Louis and Kira Tippenhauer.  Both people are Haitian born, and brought unique perspectives on Vodou (which is considered different from Voodoo, which is identified with New Orleans)

From Left to Right: Dr. Serge Pierre Louis, Kira Kira Tippenhauer, and Janet Hong.

Figure 1  From Left to Right: Dr. Serge Pierre Louis, Kira Tippenhauer, and Janet Hong.

To start the discussion, Ms. Hong asked for Dr. Serge’s and Kira’s impressions of the exhibit.  Their answers were not, judging from the reaction of Ms. Hong, what she expected.

Kira’s first word was “dark”, and she spoke the word with a hint of disappointment in her voice.  Clearly she did not want to say those words.  She struggled for more words…  Dr. Serge chimed in and agreed, and used the word “ferocious”, to which Kira agreed it was the word she’d been searching for.

Dark…Ferocious…

Those are the types of words you’d expect to hear from people who are unfamiliar with Vodou.  Those words describe my impression of the exhibit and the impressions of others I spoke to as well. Unfortunately, those were the impressions that the exhibition team was trying to dispel: “…the exhibition team made a concerted effort to eschew the image of vodou as a “scary” or “spooky” subject…seemingly-macabre motifs like skulls, bones, skeletons and weaponry are represented in a reverent light, similar to the role of decorated and candy skulls as part of Dia de los Muertos in Mexican culture. Images of Vodou as dark and death-centric stem from misrepresentations the exhibition aims to dispel.”

So, where did the exhibition go wrong?  How does something that’s supposed to dispel perceptions of darkness, perpetuate it? How does darkness permeate when Haitians live in perpetual summer, lush greenery, flowers and nature, and live life filled with joyous dance, song, and savory foods?

It’s not like the exhibit was designed in an asympathetic manner.  The exhibit was co-designed by Rachel Beauvoir-Dominique, who is a PhD anthropologist and practicing Vodou priestess.  Yet, design and curation did not harmoniously weave an experience that dispelled misrepresentations of Vodou, and instead, darkness prevailed over experiential light.

Why did this happen?

The exhibition is not brightly lit. (The pictures I took below give the impression lighting was quite bright. This is a side-effect of the camera settings used because flash is not allowed)

While not necessary per se, there is scant multimedia and no interactive technology  at all.  Again, Vodou seems to be very tactile and sensory based.  Not having ways to interact in some way was a negative.

The layout was not easy to take in.  There is a wall explaining the history of Haiti’s struggles and victories and it runs into a wall at the end.  When you finish reading you are right next to the entrance to the exhibit. (This is visible in Figure 4. below.  The ending is behind the lwa in the corner by the drapes.) You literally have to start the exhibit over again, and you’re put into the flow of those entering.

Then there’s the  upper and lower displays.  Even though everything is on one floor, it is actually split into two halves, either by accident or by design.  Sculptural works are on ground level, and beautifully decorated, brightly colored ceremonial banners, as well as many artifacts, are hung high above.  As a result, artifact descriptions are not correlated directly to their artifacts in an intuitive manner, hence there’s confusion about what description belongs with what.   The descriptions are also written with uncomfortably small letters.   It forces people to bow their heads and/or hunch their shoulders and/or bend ever so slightly to read.  This posture is uncomfortable and is also one of vulnerability, and people don’t like to be vulnerable in front of something that they don’t know, especially if it looks scary!

Forcing people to look down also had an unfortunate side effect.  Beautiful, sparkling banners that radiate light,   Read the rest of this entry »

Posted in Arts, Case Studies, Conveying Information, curation, Design, Experience, Information Visualization, Politics, Religion, Society, Spirituality, The Human Person | Tagged: , , , , , , , , , , , , , , , , , , | 2 Comments »

When a Company Won’t Give What it Clearly Has – Designing Customer Experience

Posted by Plish on September 25, 2014

Have you ever asked for a side of Apple Chips at Panera Bread?  These are the responses I usually get:

“Sure” (He/She then types in a special instruction on the screen and I get apple chips)

“Sure” (He/She can’t find the button on the register for ‘Apple Chips’ so he/she calls the manager who then responds:)

“I”m sorry but we can’t do that.” (after which I beg and plead to no avail, except for one time when a manager responded:)

“Since you’re getting a Fuji Apple salad, and that has apple chips on it, I can add another side of apple chips.”

When turned down once, I even offered to pay extra for apple chips. The response?

“Sorry, there’s no way for me to process that payment.”

Understand, it’s not like I’m asking for something that’s not on the menu.  It’s used as a garnish on the Fuji Apple Chicken Salad and Oatmeal.    But, somewhere there is an (un?)official edict that “Thou shalt not give apple chips unless with a salad or Oatmeal.”

I’m sure that it’s probably a cost issue.  The apple chips are more expensive than regular chips, and thus don’t provide the profit margins that Panera would like, especially when they’re being given away as a side.

 That still doesn’t explain the stupidity of not supplying them to a customer who offers to buy them!

This isn’t only Panera though.  Cable and Satellite companies do something similar but dress it up differently.

Become a Subscriber now and receive 12 months of service for $24.99* a month!

What’s especially painful about this offer is that people who have been subscribers for 5 years don’t get the offer.  They still have to pay $54.99 a month.  The loyal customer gets shafted, the newcomer gets rewarded.

How is this like the Panera situation?

In both cases, a company has something but will only share it on their terms, not on the customers.  Panera has apple chips, Cable/Satellite/Cell companies have price breaks that they’re not willing to give to loyal, long-standing customers.

Don’t get me wrong.  Companies have every right to portion out their profits/losses how they want. But, it comes down to these simple questions:

Are your customers important to you?

Do you want them to have an amazing experience of your services and/or food?

Do you believe growth is directly related to how you treat your customers?

Steven S. Little, author of the wonderful “The MilkShake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth,” makes a point for the importance of valuing the customer, the person, over policy and profits.  Profits will follow when the customer is placed first.

It’s not complicated.

It’s simply about having the guts to care about people, to be willing to act in simple, but profound ways that scream, “You are important to me!” without fear of being called on the carpet by Corporate.  It’s about making someone a milkshake even when it’s not officially on the menu; or in my case, giving me a cup of Apple Chips.

Posted in Customer Focus, Design, Experience, Service Design | Tagged: , , , , , , , , , , | Leave a Comment »

A New Tool for Understanding People’s Emotions – Beyond Verbal

Posted by Plish on July 26, 2013

“Hey, Bill, how are you doing?”

“Things are going well!”

“It doesn’t look like it.  Looks like you’re tired and worn out.  Something bother you?”

“Nah, I’m hanging in there.  Life is good!”

Variations on the above conversation happen all the time.  People say one thing but are feeling another.  For whatever reasons, sometimes people don’t feel comfortable sharing their emotions.  That’s okay – we respect that.  But, when you’re trying to create a product or service that makes that person’s life easier, it often helps to understand the emotional underpinnings.

In the past I’ve blogged about PrEmo, a way of measuring emotions by utilizing the natural human capacity to notice emotions in others.  A new tool has been (and is being) developed over at BeyondVerbal.com.  They’ve been analyzing the intonations in people’s voices to tease out the emotions behind them.  These intonations are universal and when categorized, provide a means for determining the emotional states of people around the world.

I did my own little demo at their website.  So far, I’ve found it amazingly accurate.  I’ve also found it hard to fool.

So give it a try – I’d love to hear your thoughts about the tool and its applications!

Posted in Behavioral Science, Customer Focus, Design, Emotions, Experience, innovation, Innovation Tools, The Human Person | Tagged: , , , , , , , , , | Leave a Comment »

Sound, Remembering, and Sleeping – An Innovative way to Design Memorable Experiences

Posted by Plish on April 22, 2013

The idea of learning while we sleep has been around for almost a hundred years.  It turns out that getting information while we sleep doesn’t appear to be a terribly successful way of learning. But all is not lost.

If we learn something and sleep on it, we do in fact process information and thus can retain and categorize information more effectively.

Now, researchers have determined that if a sound is experienced along with something that we want to remember, hearing that sound again helped recall the original experience.  In addition, if that sound is heard while we sleep, it seems to cement the memory of the experience even more than simply re-hearing the sound in a waking state.

In other words, if you see a picture of a cow, and you hear a ticking clock, just hearing that ticking clock the next day will probably help you remember the cow.  However, it you hear that same ticking clock sound while you’re sleeping, your ability to remember the picture of the cow will be improved greatly when you hear the ticking.

So,  it appears that sonic branding, like I  discussed last week, can even have a more powerful impact if those sounds can be heard while people sleep.  This could create a powerful way to remember experiences if say, audio brands were interspersed in relaxing music that played while we slept.

It could also be used to design classroom experiences. Key points in a lecture could have musical notes or sounds as an accompaniment.  Those sounds could be given to students in MP3 form so they can listen to those sounds when they study and sleep.  They could replay those sounds later to help with recall.

I could see it used as well for training purposes.  People do a certain task to certain musical tones.  When they’re first learning, they can listen to those tones as they sleep.

What if operating rooms had musical sequences to help nurses, techs and surgeons remember pre-operative prepping procedures?

How could you see this research being used?

Posted in Brain Stimulation Tools, Brands, cognitive studies, Customer Focus, Design, Experience, innovation, Research, The Senses | Tagged: , , , , , , , , , , , , | Leave a Comment »

When Innovation Meets the Human Spirit (Video Inspiration)

Posted by Plish on September 11, 2012

This video is a must see!  It’s leaving me speechless, inspired, dreaming…

Through unexpected juxtapositions, this work aims to excite and inspire by creating images that transform preconceptions. More here

Thanks to Thoughts on Theater for posting this!

Posted in creativity, Design, Experience, imagination, innovation, The Human Person | Tagged: , , , , , , , , | Leave a Comment »

A Look at Different Approaches to Innovation via NeoCon 2012

Posted by Plish on June 14, 2012

Yesterday, I was at the NeoCon 2012 Design Expo.  While many, if not most,  of the companies touted themselves as being innovative, there were a handful that caught my eye for different reasons.

People need people to heal, so anything that helps family and friends be with a sick person is most welcome in patient care settings.  The “sleepToo” is an amazing piece of furniture.  While the addition of features is often antithetical to innovation, this combo  gets kudos for eliminating multiple other pieces of furniture and ultimately saving space in all too often cramped, patient rooms.    Want to sit and look at your laptop? Go ahead.  Put your feet up? No prob.  And, if you get tired, a quick press of a button deploys a bed so you can “sleepToo.”

Then there’s the GymyGym.  This is another attempt at eliminating mulitple pieces of exercise equipment to save room.  It’s a great idea and everything you need to get a workout is right there on your chair and you don’t need benches and weights lying around your office (or house).  As the salesman told me, “You’ve got a Read the rest of this entry »

Posted in Architectural Design, creativity, Customer Focus, Design, Emotions, Experience, innovation, invention, problem solving | Tagged: , , , , , , , , , , , , , , , , , , , , , | Leave a Comment »

 
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