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  • What could be your future pre-flight travel experience?
    the contrary if passengers arrive at the airport to a delayed flight it can leave a poor impression of the airline Arriving at the airport I think airlines and airports have missed the opportunity to collaborate in order to help each other s long term goals Airports could for instance share information about when passengers have passed airport security to help airlines locate where their passengers are In return airlines can help passengers spend more time in the airport retail stores instead of waiting near their boarding gate Reduce stress Airlines could find out from airports which passengers have passed airport security If a passenger has not checked in or passed through security they are either running late or not planning on travelling If the passenger is running late airlines could reassure them by sending them a notification The notification can inform passengers that the airline is aware they have not checked in passed airport security and can help them make the flight in time by using the airlines Fast Track services as long as it is not a recurring behaviour If the passenger is not able to make the flight or is not planning on travelling the airline can send them a notification on how to rebook the flight According to Nuria Fermoso Manager of Passenger Experience at International Air Transport Association only 55 passengers in Europe and 62 passengers around the world are offered online means to rebook their ticket There is an opportunity for airlines to help passengers rebook their flight online and as a result reduce their call centre traffic Arriving at the wrong terminal is a common problem for passengers and one that can leave them feeling stressed Airlines can help passengers by notifying them that they are in the wrong terminal and whether or not they will make it in time If they can make it in time they can further help the passenger by providing turn by turn directions from their current location to the correct terminal Show how much time they have until boarding Airlines can also help airports by making passengers feel they are more in control of their time by providing them with more information around what their gate number is and when they need to start walking to the gate Once passengers pass security they have to find a digital screen that tells them their gate number Passengers have to keep returning to the screen until it displays their gate number Update passengers with what their gate number is so they can wander off without having to worry about being near a digital screen Provide passengers with further real time information such as You have 18 minutes before the gate opens You are currently 6 minutes from your gate You should start walking to the gate in 12 minutes You will be sent an alert when you need to start walking to your gate Informing passengers that they will be sent a notification can help them relax and spend

    Original URL path: http://www.foolproof.co.uk/thinking/what-could-be-your-future-pre-flight-experience/ (2016-02-14)
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  • Recruitment screening: avoiding leading questions
    is a waste of time and money Here are some questioning methods from research which can be applied to the screening process to make sure you recruit the right participants 1 Leave the answer out of the question Instead of Are you a driver ask What do you do for work Obscuring the purpose of the question makes things less straightforward so you may need to ask further questions to match against your recruitment criteria but it should yield more reliable data than giving participants a 50 50 chance of getting the answer right In this case for example you might need to follow up with What does that job involve or What are you responsible for and decide if the answer corresponds with your criteria 2 Don t prompt the participant What apps do you use Like Facebook Instagram or Path for example Even for well intentioned participants it s easy to latch on to what is given and cut off a train of thought Ask What apps do you use and wait Don t read out multiple choices either 3 Use triangulation questions to verify their claims Triangulation is a way of using different sources or methods to check the credibility of research findings Findings are likely to be credible if the same results are obtained from disparate sources In this context we ask follow up questions to see if answers converge Sometimes you get a feeling that an answer was shaky or you slipped up and might have given away the answer a questionable Err Facebook perhaps Trust your instincts and follow up with What do you use Facebook for or What did you last do on Facebook and when was this If they can t decide might have been a very long time ago or worse

    Original URL path: http://www.foolproof.co.uk/thinking/recruitment-screening-avoiding-leading-questions/ (2016-02-14)
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  • Digital Shoreditch: creating compelling brand experiences
    a product or an environment better such as holiday destinations and hotels architectural plans etc In the coming months we expect to see an explosion in 360 content Some of it will be trash that s to be expected Brands that stand apart will be those who put the user first and harness the medium to serve their wants and needs rather than solely to generate PR Google Cardboard Objects is one example of VR being used to create more immersive frictionless experiences An extension of Google Cardboard a low cost virtual reality viewer Knit s Cardboard Objects are a series of NFC activated cards such as a postcard trading cards or character objects which unlock more VR experiences We can see 360 content like this being used by estate agents hoteliers or event organisers to help customers understand their products better Further reading The UX of 360 video Google Cardboard Objects Conductive Ink and facial recognition These technologies have the potential to engage customers in otherwise noisy environments where customer attention is drawn in many different directions Conductive ink can be used to trigger responses such as sound and light and can be used on different materials such as glass Knit used this technology with Hiut Denim Co to tell its unique brand story through an interactive window display Conductive ink is particularly compelling for high street experiences such as bank branches and travel agents Facial recognition is another technology that has been around for a while and has found many uses We re interested in how it can be used to drive brand recognition and engagement The installation at our Digital Shoreditch event Face in the snow was used to create a festive vibe in the shop window of a fashion retailer The technology was later used with Absolut Vodka to facilitate social sharing within airports using an Andy Warhol theme Further reading Hiut Denim Co interactive shop window Interactive out of home campaign Socially driven technology Instagram printer and Twitter driven jukebox are two examples of how social media can be integrated into technology to extend a brand s reach beyond the in the now experience Printing from Instagram at events has quickly become more wide spread We had fun using it to extend our photo ethnography research by reaching out to our communities More recently Knit launched Hiut Music What s interesting about this installation is how it uses music to tell the Hiut Denim Co brand story and is connecting workers in the factory with brand advocates two communities of people who ordinarily wouldn t come into contact In essence it s a simple device songs are selected by brand advocates using Twitter and then played in the jeans factory But what it enables Hiut Denim to do is more complex Through a connected website Hiut are able to capture and analyse data about their followers such as location They are also able to use the device to promote competitions and deepen engagement Further reading

    Original URL path: http://www.foolproof.co.uk/thinking/creating-compelling-brand-experiences/ (2016-02-14)
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  • Take photos and get on our photo ethnography wall
    unnoticed and that s the stuff we re particularly interested in Now it s your turn to get involved Post on Instagram and get on our wall As part of Digital Shoreditch we want to grow this photo ethnography research We want to know how you your friends your family and colleagues are using technology day to day This could be using a smart watch setting the temperature using Nest tracking performance or other parts of your day etc We d like you to snap them in the act and share with us on Instagram using the hashtag foolproofds15 and ds15 if your account is set to private unfortunately it won t print We have an Instagram printer ready in our office to print out your images to add to our wall We ve added some of our own photos to get you started You can also follow us on Instagram uxdesignstudio for more images You can see the wall in person by signing up to our Open House event on May 21st Secure your place by emailing info foolproof co uk 0 6 36 0 Related content Here s a selection of other articles you may like from the

    Original URL path: http://www.foolproof.co.uk/thinking/take-photos-and-get-on-our-photo-ethnography-wall/ (2016-02-14)
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  • What’s your company’s method?
    in design Most companies are already and have always been good at challenge number one identifying problems or opportunities Pretty much everyone who has a job knows that they should keep an eye out for inefficiencies or obstacles and make others in the business aware of them so that they can get fixed In fact for most companies the difficulty is at the other extreme how do you prioritise amongst the thousands of issues which get reported back by staff and customers The problem with problems The bit where most companies get properly stuck is with challenges two and three developing a deep understanding of a design problem and exploring a number of different ways to address it Time and resources allocated to problem exploration are often limited because spotting a problem is often confused with understanding a problem In a simple example if your analytics tells you that users are dropping out of a sales funnel at step four of five it s tempting to say that the problem is step four and that this should be the focus of a new design solution But perhaps users are dropping out at step four because this is where a misunderstanding in step one means they don t know how to proceed Or maybe the root of the problem is a promise you made upstream in your marketing campaign Or because your sales funnel breaks a social convention that the user grew up with Asking your organisation for time people and money to understand the nature and complexity of a problem can be difficult Isn t it obvious is a common response Most managers have been brought up to hate uncertainty Who wants to report to the Board one month into a flagship initiative that things are going well we think we ve nearly understood the problem we re working on But that s exactly the kind of conversation that design groups need to be having with the business if they are going to solve complex sales and service issues Good designers need the space to explore the design problem and experiment with a number of different solutions If their company s culture denies them this they end up unhappy unproductive and eventually gone Capability is not the same as method As more and more companies start to see customer experience as a central component of competitive advantage they are beginning to see design capabilities as a strategic asset Budget lines are opened up to build in house design groups talent is recruited freelancers are contracted external advisers and agencies are engaged Design teams that might have boasted 5 or 10 people five years ago are now home for groups of 100 or 200 Many companies are assembling teams across a spectrum of design disciplines like product management user research analytics product design service design information architecture interaction design visual design front end development and content strategy Some firms like Google Facebook Accenture and Capital One are buying whole design agencies

    Original URL path: http://www.foolproof.co.uk/thinking/whats-your-companys-method/ (2016-02-14)
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  • Thinking | Foolproof
    our thoughts about the contrasting needs of banks and their customers We draw some conclusions about where these overlap and what this might suggest for Banks about experience design strategy Tags Financial services Experience design UX strategy Behavioural economics and the perfect holiday By Tom Wood 21 Jun 2013 Booking a holiday can be a stressful experience for customers Using insights into the way humans think feel and act you can create a holiday booking experience that evokes positive memories maximising the potential for brand loyalty and repeat purchase Tags UX design practice Consumer behaviour Travel leisure Experience design a definition By Tom Wood 19 Feb 2013 With the user experience industry constantly evolving we had a go at writing a definition for experience design that was universal and could be useful to a broad range of professionals Tags Experience design UX design practice Design research and the new creativity By Tom Wood 16 Jan 2013 Instead of hindering creativity user research is enhancing the design process at some of the world s biggest companies If research is used in the right way it can reduce risk allow you to get it right first time and create a safe environment that encourages creativity Tags Experience design UX design thinking Museum of Foolproof By Tom Wood 01 Oct 2012 As part of our celebration of Foolproof s first decade we have collected together artefacts which tell the story of the business from its humble beginnings to multi national design superpower Tags Foolproof news Olympic ticketing What went wrong By Tom Wood 06 Aug 2012 The discontent surrounding ticketing for London 2012 has grown throughout the lead up and booking process into the Olympic Games themselves In this post Tom Wood examines how the story unfolded and what could have been done to improve the online ticketing process for consumers Tags Brand marketing NFC in the user experience Foolproof home movies By Tom Wood 05 Jul 2012 NFC is a technology that allows information to pass between a phone and a physical object by the motion of tapping This post contains two short videos which focus on NFC and two possible uses for this emerging technology Tags Mobile smart devices Technology Happy rebirthday UXPA By Tom Wood 06 Jun 2012 We were delighted to hear that the UPA have changed its name to the User Experience Professionals Association UXPA The name change represents the move of user experience from a peripheral discipline to one of central importance to consumer industries Tags NFC putting magic into the world By Tom Wood 23 Mar 2012 Local meet up group Hot Source ran a month long event allowing teams to use a Near Field Communications NFC campaign management platform developed by Proxama It was the first event of its kind in the UK and resulted in some remarkable ideas for using this emerging technology Tags Mobile smart devices UX design practice UX500 redux By Tom Wood 06 Feb 2012 The UX500 is a list of

    Original URL path: http://www.foolproof.co.uk/thinking/?author=2548&authorName=Tom+Wood (2016-02-14)
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  • Designer and researcher: the new creative partnership
    bring benefits At Foolproof we ve seen that better interplay between the person bringing insight into the design space and the person interpreting that into design artefacts produces better work When designer and researcher learn to trust each other s ideas and opinions they enter a more fertile creative space as a team Research findings stop acting as a brake on the process and become the accelerator With more time and space to explore the implications of insight new possibilities and opportunities present themselves There are some basic conditions you need to create Researcher and designer need to be paired for the lifetime of the project from formative research and concepts through to user testing and design detail Both need to actively participate in each other s work designers observe and help interpret research researchers help sketch and develop design ideas They should be together in the same workspace as much as possible and on call to each other at short notice to discuss ideas and problems as they emerge The team in action Domino s Pizza All this high theory probably needs an example to illustrate We recently worked with Domino s Pizza to replace their ecommerce site for home delivery The project had an Insight Lead and Design Lead working in the way I ve described above for the lifetime of the project This close working relationship had benefits in the early formative stages of the project and also later on as we noodled the tiniest details of the user experience The new site would be used by both the UK and German franchises At the outset we knew that we had to balance different attitudes and expectations about home delivered pizza in the two countries At face value the UK market was more focused on convenience and price promotions in Germany there was more emphasis on provenance and craftsmanship in food preparation These two differing expectations framed the early design challenge how do you create a single platform which can serve two markets with quite different priorities Our researcher designer team planned research which would give us access to this issue The designer helped with fieldwork and worked with the researcher during analysis Even while research analysis was happening the team were able to start sketching concepts which addressed the needs of the two markets The informing insight was that in fact German consumers were interested in price promotions and deals but only when framed in a particular way Similarly provenance and quality were important to UK customers Pairing the designer and researcher during fieldwork meant that the creative process could start immediately This gave both team members more time inside the problem space than in the traditional model where researcher delivers a package of information for the designer to unpack and start work on concepts Later in the project the main journeys and interaction elements were fixed This meant that attention could be turned to sweating the intricate detail of the user experience One tiny problem

    Original URL path: http://www.foolproof.co.uk/thinking/designer-and-researcher-the-new-creative-partnership/ (2016-02-14)
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  • New behaviours: self-enhancement
    to be kept private by the user but it s not unusual for people suffering from a particular medical complaint or difficulty to find each other online and share data ideas and advice Hypersenses Some technologies go beyond just monitoring into augmenting our human capabilities In addition to our own senses we can now sense a variety of other external environmental factors which are not part of our human makeup For example June is a wearable bracelet which measures sun exposure But we can also know temperature humidity pollution levels geo location distance travelled altitude gained which compass direction we are facing and hundreds of other factors We can use scanners on our phones to identify objects which are not familiar to us or to find information about them which would not otherwise be available to us in that context We can also use online services to sense the proximity of people we know or those that we might like to meet We can even sense or predict aspects of the future such as problems on our commute or whether it s likely to rain where we are in the next few minutes or be warned if we are likely to go overdrawn at the bank in the next few days All of these new capabilities come to us through our personal connected devices Some of them represent incredible advances in our human capability but most of the people we spoke to in our study commented on a sense of novelty rather than wonder Very quickly our new super powers become commonplace these new abilities are either useful or they are not Cognitive outsourcing Cognitive outsourcing is what we do when we use technology to keep and access information which we would otherwise have to retain in our heads It s as old as cave painting Written language is also a technology which allows us to park facts and ideas so they can be recovered later The pocket calculator is another more recent example It was the first mass adopted device in the computer age which allowed people to know the answer to mathematical computations that they would not otherwise be able to perform The ubiquity and closeness of connected personal computers particularly smartphones is now deepening the amount of information we can outsource The benefits of this are immense If we no longer have to remember mundane facts like grocery lists then we can use that part of our brain for something else Google search has fundamentally changed most people s relationship with publicly available facts the time of our trains to work the words in the dictionary the safest route from London to Cambridge by bike the name of the actor in that movie we liked All of these things are available to us almost instantly and at little or no cost In our picture a young man is looking at the planets stars and the constellations using an augmented reality app He would otherwise not be able

    Original URL path: http://www.foolproof.co.uk/thinking/new-behaviours-self-enhancement/ (2016-02-14)
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web-archive-uk.com, 2016-10-25