Adaptive Path Blog

In the spring of 2007, I co-lead a project that explored Internet access on mobile devices. At that time, uptake for mobile Internet content in the U.S. was dismally low. Recruiting participants that engaged with the mobile Internet for more than a few minutes once or twice a week proved extremely challenging. In order to collect the type of data needed to inform the design process and improve the user experience, we designed a PC Internet deprivation research study. Eight lucky participants used only their mobile phone to access the Internet for four days.

I co-wrote this case-study about the project with Mirjana Spasojevic of the Nokia Research Lab in Palo Alto and Pekka Isomursu of Nokia Design and presented it recently at CHI in Florence, Italy. The case study describes details of the research methodology as well as design insights and implications for development of mobile applications and services.

A lot has changed in the year since this study; the release of the iPhone in June of 2007 and Google’s Android platform in November 2007 were watershed moments for the mobile Internet – improving the experience and opening up opportunities for usage that simply didn’t exist before.

Despite these advances, I still believe most Internet experiences on mobile devices are broken and compromised, overburdened by interaction models and metaphors from the PC that simply don’t work on small devices. Yet so much of how we understand the Internet – and computing – is based on the PC legacy.

What has been exciting me most about mobile these days is that exact challenge… figuring out what metaphors and models to keep and what to leave behind as we try to prism Internet content through a myriad of devices.

They Call it Surfing for a Reason: Identifying Mobile Internet Needs (pdf)
Copyright ACM

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Well, not exactly…but two of my co-authors, Brandon Schauer and David Verba, recently gave a presentation on Subject To Change at Google and it was recorded on video. It’s a good overview of the main points of the book so we thought it would be good to share as a way to learn more about what the book has too say. Sit back, grab some popcorn, and enjoy.

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It’s National Bike to Work Day, and the Adaptive Path offices are filled with bikes of all shapes and sizes, from fixies to cruisers to racers. Some of us have been riding for years, other are more recent converts. One person even bought her bike this week.

One of the worst things to confront new bike owners isn’t city traffic, it’s the dreaded trip to the bike shop. What a miserable experience. You’ve just purchased your new (or used) bike and something doesn’t work right. You’re not happy. You walk in to the local shop and the guy (inevitably) behind the counter gives you a look that makes most people’s stomachs drop. Something like Comic Book Guy from the Simpsons, but with tattoos and three times the attitude (grease coating optional). You feel unworthy. You feel stupid. He unnerves you with the smug condescension that most shop guys have. This is what happened to Rachel. And she’s, um, upset. This scene is played out thousands of times a day in shops around the country. I’ve been hanging around bike shops for the better part of 15 years and this still happens to me all the time.

That’s a giant opportunity.

Over the last 10 years, most of the innovation in the bicycle industry has occurred in the supplier-retailer relationship. Integrated POS systems, concept stores, mass customization, etc. have redefined what’s available. The retail experience has remained stubbornly suck in the stone ages, and a lot of that has to do with the human element.

Why is this important in experience design?

People matter more than technology, process and systems. Something that we see overlooked by a lot of our clients is the impact of the person-to-person experience. It’s the same thing that the independent bicycle retailers of America have missed as well. No matter how good your shop, product or service, if the people staffing and supporting you aren’t focused (or able) to deliver good experiences, you’ll get the equivalent of the bike shop we all know and hate. Nothing is more poisonous. A bad human to human interaction can cut the best product or service design off at the knees.

Think about the human elements of interaction. Move past wireframes, flows and technology. Design not only for the end customer, but also for the people that will support your design. Create personas, tools and opportunities for the people them too. They’re critical and often overlooked factor in delivering truly great experiences. Do that and you’ll be on your way to delivering the “Long Wow.”

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In February 2006, we tearfully sent the Measure Map guys down to Google. The team has spent the last couple years doing some amazing work on a number of products, most notably the redesign of Google Analytics.

So, it’s pretty exciting to see that Google is relaunching Measure Map, as noted in TechCrunch today.

Congrats to Jeff, Greg, Ryan, Nicholas, & Doug for all their hard work!

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Join us to celebrate the release of our book, Subject To Change: Creating Great Products & Services for an Uncertain World: Adaptive Path on Design. The party will be here at our offices:


363 Brannan St., San Francisco, CA
May 13th from 6-9pm


We’ll start off with some mingling, then the four authors will give a short talk followed by a book signing and more mingling. Adaptive Snacks will be providing light appetizers. Please join us! RSVP Here.


A little bit about the book:
To achieve success in today’s ever-changing and unpredictable markets, competitive businesses need to rethink and reframe their strategies across the board. Instead of approaching new product development from the inside out, companies have to begin by looking at the process from the outside in, beginning with the customer experience.


It’s a new way of thinking-and working-that can transform companies struggling to adapt to today’s environment into innovative, agile, and commercially successful organizations. Read more


Don Norman said he liked it:
“Short, but powerful. Easy to read, yet profound.
I’ve been searching for just this book: the one perfect book that summarizes the essence of modern product design. This is it. The lessons are as powerful as they are simple: The product is NOT the goal. Successful products are systems. Focus on the experience. This requires empathy, agile product management, real understanding of the target audience. This book practices what it preaches. I will use it in my courses for MBA students. You should use it for, well, for everyone. Short, simple, persuasive, and powerful.”


Don Norman
Co-Founder Nielsen Norman group
Author of “Emotional Design” and “Design of Future Things”


Buy the book on Amazon.

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Aside from being one of our fantastic project managers, Teresa Brazen is an accomplished visual artist. A painter, writer, and video-artist, Teresa’s work has been submitted for consideration in “Video Revolutionaries”, a competition wherein the highest rated videos will be featured at an exclusive screening at the J. Paul Getty Museum in Los Angeles. The videos with magic combination of Most Viewed and Highest Rated will win.

If you have a minute, go to have a look.

The two video pieces are One Tiny Little Secret (2 min 45 sec) and Un/Becoming Beautiful (6 min).

NOTE: The videos may be NSFW, depending on where you work (some suggestive audio).

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Nicholas Chen of the University of Maryland presented an interesting talk on navigation techniques for for dual display e-books. Unlike the Kindle, Nicholas and his colleagues wanted to experiment with a form factor that was similar to a book or magazine. So they built a prototype with dual screens. The form factor allowed them to experiment with embodied interactions, like opening and closing the device (he referred to the interaction as “clapping”) or folding the device so that the cover and back are facing and turning it like we do a magazine (he referred to the interaction as “fanning”). They tested the device with users and came up with some interesting pros and cons.

Some of the benefits of a dual display:
Easy to read the content
Better for assessing length of the content
Helpful for finding new articles

Downside of dual displays:
Clunky - he device was heavy so opening and closing the cover was awkward as an interaction
Confusing - the single screen was simplier and less confusing
Restrictive form factor - grip required to hold device was awkward

Nicholas’s conclusion was that dual displays are better for serious reading but one display is more convenient.

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Evangeline Haughney from Adobe Systems gave a great talk on using comics to communicate qualitative research findings. She noticed that readers of research reports are usually skimmers and get bogged down with traditional research reports. She wanted to find compelling way to communicate findings and was inspired by Kevin Cheng’s work on creating comics as a design tool. She figured if comics could communicate design, they might also be able to communicate research findings.

Evangeline admitted that like many of us, she is not a skilled drawer. But a $20 software tool, Comic Book Creator and the help of a graphic designer allowed her to overcome what she lacked of drawing skills.

Some of the structural attributes of comics proved helpful:

Evangeline took cues from Manga comics and included reading directions in the comic.

Comics generally start with some context setting — “It was a dark and stormy night…” this narrative device proved helpful in setting the context for the research findings.

The design language of comics expresses emotions of joy, anger, frustration — communicating the emotions of users from research is part of what gives research reports their power.

Comics also provide a format for layering complex data — which is something that is often the output of research studies.

The result:
Evangeline hand delivered all the comics to stakeholders within Adobe and a typical response was, “Wow! This is really cool.” Not something most researchers are accustomed to hearing after presenting research findings.

Initially Evangeline thought the research comic books would be viral and people would pass them around. Instead, like the comics we know and love, people tended to hoard them. As a result, she wished she had printed more.

Comics as a research report format probably aren’t the best choice for every culture, but it’s definitely a creative format idea for communicating research.

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Elaine Huang of Motorola Labs presented my favorite paper at CHI so far — Breaking down the Disposable Technology Paradigm for Sustainable Interaction Design for Mobile Phones. She vividly illustrated the built in life cycle of mobile devices by walking the audience through a scenario where a user bought a new phone whenever their contract with a carrier expired or a new stylish phone was released. One of the research participants from Elaine’s research study said it best, “I didn’t really want a new phone, but I got one anyway.”

Why are we disposing mobile phones so quickly? Elaine pointed out this is a growing sentiment around all personal electronic devices, not just phones. She referenced the work of Mark Weisser, whose research supports the idea that that devices that don’t have a strong sense of ownership get left around.

The result:

A disposable culture around mobile phones
We perceive mobile phones (as well as many personal consumer electronic devices) as disposable and don’t understand the impact of our decisions on the environment.

We don’t know how to dispose of mobile phones
We know what to do with a car when we are done with it (sell it), but we don’t know what to do with a mobile device. Most of the participants in Elaine’s study kept their old phones — some with as many as five.

426,000 mobile phones are decommissioned daily in the United States, which is a truly astonishing number. Elaine shared some interesting design ideas for both helping users understand how to dispose of their phones and designing phones to be more reconfigurable so that users would keep their mobile devices longer.

Elaine added that mobile business models reinforce this disposable perception.

The real challenge is business reform. Volume allows mobile handset manufacturers and carriers to remain profitable. While horrible for the environment, the built-in replacement life cycle drives handset sales. Although almost all handset manufacturers are making moves to be more reliant on software and services for profit, whether or not those strategies will lead to profitability remains to be seen.

Elaine believes there is a market for high-quality phones that will last exists, and I certainly think that markets like India reinforce her idea. However, it is clear that business reform and the creation of new business models will be necessary to help solve this problem.

In the meantime, if you are like me and have 1, 2, or even five “decommissioned” mobile phones lying around in drawers at home, here are some ways you can dispose of them:

Contact the Manufacturer
Nokia
Motorola
Samsung
LG
Palm

Re-sell on eBay or Craiglist

Donate
Collective Good
Charity Guide for Donating Mobile phones

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Susan P Wyche of Georgia Institute of Technology presented a paper Re-Placing Faith: Reconsidering the Secular-Religious Use Divide in the United States and Kenya. The presentation focused on a study she conducted in Nairobi, Kenya. She referenced compelling statistics about the growth of Pentecostal Christian faith in Africa. Using compelling growth statistics, she made the case that in order to understand emerging markets, it is necessary to understand the role faith and spirituality play in the lives of people in these markets.

She also shared how the use of sketching in her fieldwork proved helpful in the questioning process. One audience member explained it best in that we often view design as a method or a process to inform system building. However, in this case, design proved a useful method in deciding what should and should not be designed.

The sketches Susan used in the field opened up a dialogue with the the research participants. They provided an opportunity for participants to reflect and discuss how the depicted ideas would fit into their world view.

I’ve heard of sketches being used in the field to provide insight into acceptance or perceived usefulness of a concept. Susan’s paper provides evidence of another use: sketching as a method for gaining cultural understanding.

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