ken

Nov 032012
 
Creating pain for our customers / consumers...

My son David and I walked into a Best Buy today to return a faulty Firewire cable, and I was so disoriented by my own pre-established traditions that I stopped in my tracks and tried to figure out if I was even in the right store. Maybe your Best Buy store is different from the ones I’ve visited, but I expected the customer service area on the right, the cell phones straight ahead, the video games off to the left and the flat screen TVs way in the back… and [read more...]

Aug 262012
 

If you’ve read much of what I’ve written, or if you’ve ever worked with me directly, you know how much I hate the phrase “It’s just a new spin on old technology.” Sometimes we use that phrase when we meet something new – so that we can explain it in terms of other things we know – it can help us build metaphors and more quickly embrace the technology. Sometimes we use the phrase when we want to downplay the significance of something that appears like a fad to us. [read more...]

Jun 092012
 
More on Design: Walking through the drive-up ATM

It’s crazy that I would start noticing strange designs everywhere, but once they start to appear, they just surround you. Remember that my first and highest concern relates to what we produce in software, systems, reports and automated processes for business consumers. I don’t intend to call out these designs in everyday life as if we don’t do the same in the products and processes we produce and deliver. Anyway, this morning I walked up to the drive-thru ATM at the bank around the corner from my house, perhaps a [read more...]