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  • snake charming the magic of the internet is a product of some clever trickery For avoidance of doubt I also know Father Christmas and the Tooth Fairy aren t real physical beings but that doesn t stop me keeping the idea alive for the enjoyment of others So how can you keep the magic of the connected world alive Build something worth talking about Fairy Tales must be compelling simple and relevant stories if they are to connect emotionally with people Designing a website or app is no different Don t start with the functionality the data or what you can deliver Start with the users and their needs expectations and abilities Before you move into designing functionality think about the equivalent of an elevator pitch for the proposition How would you describe it to a potential user in 30 seconds Try this for 3 or 4 archetypical users The pitch may be quite different Design a basic unadorned interface to deliver the core functionality and test it on real people Do they see the vision Is the design communicating the pitch Does it map to the broader brand experience Add in richer functionality or content for specific scenarios with great care not to dilute the core proposition E g by revealing it in response to a user request such as train route details or by making sure the design protects the visual hierarchy within the UI Encourage people to talk about it Make good use of the social web to build some volume around your brand and the experiences people are having Make storytelling easy for them provide hashtags links to Facebook pages forums invite a friend and link to susceptible moments such as when they have just fulfilled a goal Participate in this dialogue be a character in

    Original URL path: http://www.foolproof.co.uk/thinking/the-internet-is-magic/ (2016-02-14)
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  • next time to make you feel welcome when you arrive Focus on the tangible benefit s the cookie is providing for the user keep it short and in plain English Technical information when is it placed How long does it last Who provides it Importance how important is it commercially How important is it to the user experience Sensitivity how invasive or sensitive is the data in the cookie Who gets to see use the data What commitments are you making to user s privacy Uniqueness how standard is this use generally or within your market industry 3 Quick Steps A few simple steps will assist greatly in complying with the law ahead of the May 2012 enforcement whilst you work on full solutions Make sure your Privacy Policy includes references to cookies used on your site and consider adding a cookies page e g http www ico gov uk Global privacy statement aspx Seek legal advice to make sure you are compliant Include a tick box in registration to gather consent from registering users Store this consent in your member database Mail out to existing members to gather their consent by asking them to click a link to approve cookies 4 Full Solutions Develop a range of solutions appropriate to the service customer type and cookie type The optimal solution and in some cases the level of enforcement will be defined by The uniqueness of the cookie context The importance in the customer relationship Whether the user has specifically requested the associated feature The market the service is intended for UK only or broader The potential for privacy concerns intrusion You probably aren t the only people trying to solve this for any specific cookie type Developing a solution shouldn t be an area where you look to gain competitive advantage although doing so badly will give you a disadvantage In the long run a common solution is likely to provide the best user experience and indeed we believe that browser companies will build in solutions to make this the case Work done now in the audit will assist with future developments if this is the case In the shorter term talk with others in your industry or elsewhere who are tackling the same problem to see if you can share the burden of design and development Any solutions which are visible to the end use MUST be framed in terms of user benefits and be placed in a susceptible moment one where the benefits are tangible to the end user They must not interrupt the user experience as far as possible either remaining transparent being passive or by being carefully placed and described We recommend avoiding the use of technical jargon including the word cookie If a feature isn t important in the customer relationship but might be deemed sensitive then consider carefully whether it should be visible for all users Importantly you must consider how to manage a graceful UX degradation if a user refuses cookies In

    Original URL path: http://www.foolproof.co.uk/thinking/eu-cookie-directive-and-your-users/ (2016-02-14)
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  • hardly ever see letters displayed like this unless you are aged three and on your first learn to read book so there is no familiarity to fall back on Your brain has to sort out the letters in sequence and cross reference from the letter you are looking at to where the letter you are looking for might be in relation to it And all of this time it s also trying to remember what the next letter is Add to the problem of hard to remember codes and hard to find characters the pressure of a long line of impatient people behind you and it s no wonder our brains go to mush This is a great example where a software designer has done what they think is logical but in reality has made it much much harder Using the QWERTY layout would immediately make this so much easier for 99 of users Nowadays pretty much all of the population who can read are familiar with seeing letters laid out in this format and the patterns of where each letter sits is pretty much instinctively seared into each of our brains In an admittedly not too robust bit of in queue data analysis I reckoned each person having to enter a reference took 9 seconds longer to complete that task then they would with a QWERTY layout Multiply that by the number of ticket pick ups each day all across the country and you have some pretty significant time costs as a result of that single poor design decision I ve worked out it could be a whole day of my commuting life that I m going to waste in front of that machine 9 seconds x 3 days a week x 52 weeks of the year over 20

    Original URL path: http://www.foolproof.co.uk/thinking/the-true-cost-of-poor-usability-a-day-of-my-life/ (2016-02-14)
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  • thinking time that s definitely the wrong answer One of the most difficult experience design activities to articulate evaluate and ultimately describe in a client proposal is the period of Definition or conceptualisation that bridges the gap between research outcomes and design deliverables What you might call thinking time It s the period of time that is used to gather everything you ve got take a look at it and decide how to evolve it What you ve got might include any number of objects or artefacts such as extant research expert reviews competitive analysis best practice and maybe a number of other anecdotal asides that you know you shouldn t ignore These have most likely been gathered during an Exploration phase that included fieldwork interviews and workshops You know what this phase looks like and how much it might cost What you need to deliver might include wireframes site maps navigation hierarchies prototypes even a bit of output where you re allowed to use more than one colour You ve probably done some or all of these things before on various projects You ve got a pretty good idea how many you might need how long they take and how much they might cost What you maybe haven t considered is the real time effort required to just think about how what you ve got becomes what you need There s limited value in experience design unless it s based on customer insights If you re diving straight to prototyping off the back of research then you should be hearing the alarm bells of user experience How can you build navigation models without understanding user journeys How did you get here from there Thinking time is critical It enables you to evolve insights into experiences Don t forget to

    Original URL path: http://www.foolproof.co.uk/thinking/value-of-thought-in-experience-design/ (2016-02-14)
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  • important can always be rewound and replayed No show will be commissioned without multi channel potential And it seems that it s not just my kids The socially connected generation are already well established on dual screen viewing recent stats show 40 of twitter traffic at peak viewing times are about TV shows and both broadcasters and brands are waking up to the opportunities this behaviour presents The head of digital at one of the major broadcast channels recently told me that no programming will be commissioned now unless it has a multi channel aspect At the moment this could just mean a complementary website a social strategy or an extension into VOD video on demand But increasingly broadcasters are looking for ideas to provide simultaneous broadcast experiences to a second screen to provide integrated social engagement e commerce opportunities or enhanced content The second screen makes the interactive opportunities exciting for both broadcasters and advertisers Viewers of game shows will be able to compete against the TV contestants retailers will help us shop and get the look as featured in our favourite shows and documentaries and current affairs programming can be extended to the second screen to provide as much detail as we might want Understanding changing viewing behaviour key to getting it right But it s incumbent on broadcasters and brands to get the interaction right Viewers will not tolerate a poor experience The limitation of the original red button approach to interactive TV was that it diverted attention away from the main screen and the original content As a consequence it didn t live up to the expectations of advertisers But with a second screen often hand held users can stay interacting with both the main and second screen during the whole experience Traditional TV advertising may

    Original URL path: http://www.foolproof.co.uk/thinking/tv-coming-to-a-%28second%29-screen-near-you/ (2016-02-14)
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  • social even for some of the world s top brands This is a particular issue as the dialogue moves on from purely brand marketing and promotional activity to customer services and operations An example here is the use of Facebook as a customer service channel Although brands can advertise on Facebook and people can choose to comment on brand pages Facebook is still fundamentally a very personal experience and the evidence I have seen shows that talking to a customer service rep through Facebook is not a channel that consumers accept Facebook is a platform for talking to your friends and people only want to communicate with brands through Facebook for certain types of interaction Using a platform in the wrong context is indicative of a lack of self awareness or self concept To grow beyond this organisational actors need to become more sophisticated in terms of grasping the implications of user context and brand perception 3 Individuals To move on from Hanen s view of early stage development let s look at how people within organisations can move from being Communicators to achieving a state of self awareness and ultimately having a professional identity online that supports organisational objectives Identity represents a coherent sense of self stable across circumstances and including past experiences and future goals Everyone has a self concept whereas not everyone fully achieves identity paraphrased from Erik Eriksson In terms of cognitive development the process of attaining self awareness and a sense of identity is synonymous with the adolescent phase Here a more subtle and intuitive grasp of social situations and context begins to inform action and behaviour The savvier players in the market know when and when not to speak and are getting better at judging which channels and platforms are better for different types of messaging Key to this is the understanding of when and where in a user s online life it is appropriate to engage them To frame this within the argument around the development of social brands I feel this is the most advanced stage of collective development that has been achieved by any organisation so far 4 Independents The Independents typically have a more stable sense of identity than Individuals displaying the qualities of self sufficiency and responsibility In terms of people within organisations who utilise social and online communications to help facilitate a dialogue these people work within a specific functional area and use their broad knowledge of mediated communication in part learnt from their personal use of social media to refine the way their organisation interacts with their audience This is the stage where organisational actors really begin to get results and can consciously reinforce brand messaging and influence audience perception In the organisational context Independents are not the norm but have been specifically recruited for their experience in applying mediated communication in the pursuit of organisational goals The limitation of the Independent is that they are conditioned to a particular environment audience and mode of communication If

    Original URL path: http://www.foolproof.co.uk/thinking/social-business-from-discovery-to-wisdom/ (2016-02-14)
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  • a brand because of a poor mobile experience Q What do you think makes that emotional connection to a brand A Relevancy value and intimacy are obviously key drivers for overall emotional connection with brands In the mobile context this translates into understanding the context of the consumer and delivering something relevant and of value in the right way If a brand can achieve balance across all the design principles developed through Going Mobile they are in a great place to win consumer attention and advocacy and earn the right to a place on the home screen of consumer s mobiles Q What about mobile version vs responsive design A Responsive design optimises the experience for a broad range of devices with varying screen sizes ensuring you re catering for a broad range of customers It doesn t however enable mobile to be catered for in specific design terms as a specialised mobile site does The real weakness in responsive design is that it doesn t enable you to take advantage of the functionality offered by mobile devices such as the camera accelerometer and compass We have answered this in more detail here One size doesn t fit all Q Thanks a lot for sharing this Have you considered differences between native and web apps and if the very useful design principles you shared change between the two A The second part of this question is the simplest to answer The design principles stay the same as they are intended to act as overarching principles for mobile experience design and management These should be used to inform guide and measure all aspects of the mobile experience being served up to customers and to ensure consistency across the full range of mobile products and services including sites and apps In terms of native vs web app there is no simple answer There are a range of alternatives including generic and dedicated web apps native apps and hybrids Each has its own benefits and drawbacks which organisations need to consider when making a decision on the approach that s right for them One very strong benefit of native apps is that they give brands the opportunity to become one of the body organs of the consumer s device They can become the heart for a specific domain of activity such as banking gaming or media consumption Think of the design principle Your brand in my pocket Q The gambling mobile app story was interesting clearly mobile opens up ways for people to bypass company internet policy There are stories in the USA of people being asked for Facebook passwords at job interviews Do you think we could see a ban on certain mobile apps being used by employees A It s a matter for individual corporate policy but the main thing to keep in mind is that there are a multitude of opportunities for engagement Any corporate policies regarding mobile use in the work place won t affect those other important moments

    Original URL path: http://www.foolproof.co.uk/thinking/understanding-and-winning-the-mobile-consumer/ (2016-02-14)
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  • applications like Geoloqi are the first step towards the interface disappearing and our personal devices becoming a remote control for reality Users now expect consistently rich and enabling experiences across a whole manner of devices and touch points and as UX designers we need to deliver on this expectation Rethinking our approach to experience design So how can we create these exceptional experiences At IA12 Andrew Hinton Dana Chisnell and Rachel Hinman all independently proposed that we need to start by rethinking our premise of interaction design being all about devising interactions based on predefined user tasks and goals The industry now understands that due to the way our minds work the majority of the time users don t really have clearly articulated goals in mind and any goals we may have are constantly evolving based on context relationships decisions and behaviours To design and test these new experiences we need to get out of the lab to understand the wider context of the experiences we are designing for Humans are social creatures and we rarely behave in isolation of others So in reality much of what we design intentionally or not is increasingly human to human interaction mediated by technology We should therefore look to identify and understand those relationships in our research For example when researching how people use a holiday booking website it would be beneficial to include the user s partner in the research Initiating organisational change Convincing companies to re think the task based model and use a combination of research methods like ethnography and analytics to understand the relationships and ecosystems in which their products services sit is however only the first step Even once we have translated our research insights into solutions which provide a unified engaging and empowering experience across multiple touch

    Original URL path: http://www.foolproof.co.uk/thinking/interaction-12-creating-a-shared-vision/ (2016-02-14)
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web-archive-uk.com, 2016-10-24