On Horses and Water

This week I've been chewing on some thoughts about promotion of the UX practice within our organization. While we have lots of opportunities, being embedded in a web development organization, there are still opportunities to build awareness and help drive better product design (and therefore successful adoption). Here are five people who challenged me this week:

1. The person who thinks UX is a good idea but can't get off the ground: A client wanted to engage us for some research to provide objective evidence for design decisions. After weeks of trying to contact her and insert myself in her project, I've stopped trying.
2. The person who thinks design is something anyone can do well: A client contacted me to give his non-designers a crash course in good form design--rather than asking whether or not they should be doing that, and why we're not using internal resources we already have.
3. The person who is a designer and said it was useless to talk to users. Wow. There is nothing I can add to this.
4. The person who asked for a "UX Developer" (what some in our industry call a  "Unicorn"--beautiful but mythical) who can make some ugly user interfaces "more appealing". Has no information about what the users need or want, never mentioned the word "design", and never scheduled an agreed-to meeting for follow-up.
5. The person who asked for us to use UX to help improve their adoption and outcomes on the next phase of their project, but won't talk to anyone on my team until the project starts.

We have this strange culture of people wanting to try to do everything themselves, assuming they know how to best work in UX, without the openness to collaborate and ask how we can help. It's another example of people coming up with a solution before the problem has been identified.

If I were assigned to code an application, I would never go to a developer and say, "could you give me a quick 30 minutes to show me how to code?" I'd question whether I should actually be doing that, if there are people available who possess the skill. We need to figure out how to convey that design is a developed area of practice that requires some education and expertise, and not just a bunch of tools and checklists.

With the possible exception of #3, in some way, these are all people who are fighting their own impulses. They know intuitively this is something that should be done, but because of ignorance, discomfort or ineptitude, we are unable to move forward.

I can work to overcome ignorance and discomfort, but the ineptitude is a tougher foe. At the moment, I'm tempted to let these "opportunities" slip away, because I'm tired of trying to make the horses drink.

OXO Water Bottle

Somehow, products I love always seem to be discontinued (like Unfrosted Cherry Pop-Tarts). So, I'm certain this will be changed or discontinued, as well. Nonetheless, I'll rave about the OXO Good Grips Two Top Water Bottle. I've had two of these for a couple of years now, and they are designed so well that I've disposed of several other bottles, including the super-expensive-but-impossible-to-clean Sigg. I expect usable design from OXO, based on other products I've tried. Here's what I love about this:

• Two tops, which mainly makes cleaning (and drinking) easy. I can put this in the dishwasher and actually get it clean without having to use an old, germ-ridden bottle brush.
• An indentation for gripping, or for holding the stretchy locker key thingy at the gym.
• Markings for measurement
• Good seal for no leaks--as long as you take care to screw both lids on securely
• I have dropped this several times, and the material is thick and hasn't shown any damage, other than scratches over the years. (I love the idea of drinking out of glass, but I drop bottles enough that it's not practical for me.)
• My favorite feature: the top lid has a tether made of smooth coated woven wire, which means I won't lose it, and it's not likely to snap off like some plastic ones can. The tether isn't fixed to the body or lid, so it can rotate to any position.

My only complaint is that it can be a bit top-heavy because of the weight of the lid. But overall, one of my favorite well-designed products, and better for me than Unfrosted Cherry Pop-Tarts.

Conqueror Australia UEV 440 (Drool.)

I know, I know...I rarely write about good experiences. Well, here's one I'd love to have: The UEV 440 from Conqueror Australia.

https://www.youtube.com/watch?v=XxvfDTaUVAo

Seriously. Watch the video.

The design is simply amazing--it seems they've thought of everything.

When we sell our house to downsize, I think this would be a fabulous way to see the world. Don't get me wrong: a few nights at the Waldorf-Astoria or Kimpton Hotels in the Big City is in my top 3, as well.

But this...

Pebble Watch: First Impressions

So, on a whim, I bought a Pebble Watch this weekend. Only one other time in history have I been an early adopter: the iPad 1st Generation (and that was a good choice).

Reasons I became an early adopter:

• I have a Fitbit and a Jawbone UP, and like them both, with reservations.
• I am intrigued by the "applet" concept
• The Pebble is more attractive for a smaller wrist (which I have)
• I'm seeking a fitness tracker with a screen-based interface
• I don't want a device that is specific to a phone brand or model

Here are my first impressions:


Hardware
The watch is attractive. Its form factor is better than its larger, more masculine competition for a small-framed human. (Though the red version is really the most engaging, I was raised in the South where women are "matchy-matchy", and I don't wear nearly enough red to warrant that one. I bought black.)

These 50-year-old eyes have a hard time reading the screen sometimes, especially in dim light. The best applets let you change the font size.

Buttons are relatively intuitive and easy to access.

Most impressive: I have a small wrist, and I am on the third hole from the smallest on the watch strap. Usually I have to punch extra holes to make things small enough.

Connectivity
I have a Samsung Galaxy SII on Sprint, with Android 4.1.2.

Think of the Pebble Watch as a Bluetooth earpiece on steroids. It doesn't do much on its own without the phone and an active Bluetooth connection.

I had no trouble setting up the connection via Bluetooth.

I've found one defect, which may be a deal breaker for me: In order to send notifications to your Pebble, you must enable Accessibility Options. Once that is done, the phone speaks notifications to me (such as where I am on which page of the Launcher). I can turn down the volume, but then the phone's Navigation won't speak to me. I have tried 1) Pebble notification applets, and they all seem to make the phone behave the same way and announce things I don't want it to. It seems to be a tradeoff. 

Fitness and Activity Tracking
This device does not compete with Jawbone UP or Fitbit for fitness tracking. There are some sleep tracking apps, which I'm testing out now. The free Morpheuz app is very rough and techie (think "open source"), but the minimally-priced "Sleep as Android" app has a bit more potential with its features and tracking. I'm still wearing my Fitbit, as it tracks steps throughout the day and syncs without any user action.

• Pedometer: You can install this and invoke it when needed, but it doesn't run constantly.
• Runkeeper (and other apps): You can have the watch display your Runkeeper data while exercising, but you still must carry your phone.
• Pebble Bike: Haven't tried it, but it looks a lot like Runkeeper. Don't know why I'd use it instead of Runkeeper yet.
• Pebble My Tracks: Haven't tried it, but if you use MyTracks, this might be a nice integration

I can definitely see the potential here, but there's too much "hands on" for it to replace my fitness trackers at the moment.

Utilities and Other Apps
There are lots of watchfaces. Whoop-de-doo. Okay, they're fun...but for these 50-year-old eyes, I need large displays, so I've tried and ditched about 72 options.

There seem to be three kinds of applications:

1. "Standalone" applets that you install via the Pebble App Store app. The Pebble App Store is a free smartphone app that manages and installs applets to your Pebble via Bluetooth. An example would be a watchface.
2. "Companion" applets that you install via smartphone apps. These are phone apps you install that then install and configure their own applets on your Pebble. An example would be Glance- a smartphone app for configuration that contains a function to send the configured Pebble applet to the watch (this is the only way you can install the Pebble applet).
3. Extension functions that Pebble shows from smartphone apps. These are "display only" functions that are enabled by connecting smartphone apps to your Pebble. (These don't seem to take up a "slot" on your Pebble, like the other applets do.) An example would be Runkeeper, which recognizes the Pebble and will use it as an extended display of workout data while connected.

(The distinction and behavior of these three application types is one reason I think this device is not ready for non-technical users.)

Notifications
I like this feature a lot (irrespective of the audio bug mentioned above). Unfortunately, most integrations are one-way (from the phone to the watch). I've found only one applet that lets me respond to SMS notifications: Glance. It has canned replies that you can send to SMS messages that are sent to your Pebble from the phone.


Cost
The price is about US$150.

Comparison
The Samsung Gear Fit is the other device I looked at recently because of its form factor, its fitness tracking, and its media buzz. However, I am not sure I'll keep a Samsung phone, and I'm not sure it's fcompatible with my older model. Also, it doesn't have the applets, and it's $50 more.

Fitbit (and Fitbit Flex) does not have a screen-based display, but it does fitness/activity tracking 24/7. It syncs via a Bluetooth dongle on your computer. Nice web-based summary dashboard.

Jawbone UP does not have a screen-based display, but it does fitness/activity tracking 24/7. It syncs to your phone. No web-based summary dashboard, but the smartphone app dashboard is very lovely and usable (except manually logging sleep needs some usability improvements).

My Ideal Smartwatch

• Ability to delete / archive gmail messages from notifications
• Ability to receive notifications without my phone invoking its accessibility audio
• Ability to have activity tracking 24/7 without launching an app
• Better screen with configurable contrast
• Not phone-specific
• A keyboard UI for quick SMS responses
• Nice smartphone UI (UP) as well as web-based dashboard UI (Fitbit)
• Can sync data via phone or via computer (USB / Bluetooth dongle)
• Integrates with fitness tracking software (MyFitnessPal, Runkeeper, Map My Run, Map My Walk, etc.)
• A form factor for a small wrist.

Summary
The Pebble is a fun gadget if you like to tinker and explore possibilities. It's not ready for non-technical people, and it does not have the robust fitness/activity tracking of the leaders in this space. The form is attractive, but the screen can be difficult to read in low light. This is a good first foray into the smartwatch field. Think of this as a Bluetooth extension of your phone. It doesn't do much on its own but attractively show you the time.

These devices are in their infancy, and it's really too early to buy, unless you are an early adopter. There aren't any ideal choices in the space yet, but the potential is booming.

You Only Have One Chance to Make a Third Impression

Yesterday was my third visit to a local independent eatery. The space is designed so that without signage or a verbal greeting, it is not clear whether to be seated or order at the counter. I stood at the counter for a moment, looking at the menu.

The woman behind the counter asked, "Is this for here or to go?"

"For here."

"Then you need to sit down at a table."

Now, this was not the charming "Then you need to sit down, Baby," that one might hear in the Deep South.  This was the exasperated "Then you need to sit down, so I can do my job." 

As if it should have been perfectly clear. 

I overheard the server tell a table near me, "I'm sorry for the wait, but I just had three tables come in." (One of those was my table.)

As if that was an inconvenience.

My meal, while adequate, was certainly not exceptional. No one came by to check on me after my food was delivered. My bill never arrived, so I asked if I should wait for one or pay at the register.

I was told to come on up to the register. 

As if it should have been perfectly clear. 

Here are some ways to make a good third impression on your customer:

1. Welcome your customer into your space.
   Let them know you are glad they chose your business. They have other choices.
2. Don't assume your customer knows what to do in your space.
   Provide signage or verbal instructions so they don't feel awkward. 
3. Never, ever complain about customers to your customers.
   This is a complaint about the people sitting in front of you, as well as those within earshot.

I try to shop "local". I will overlook adequate food if I feel welcome and comfortable. But I won't choose "local" over not feeling awkward.

First impressions aren't the only ones that count.

The same goes for all kinds of experiences--online, "brick and mortar", churches, public spaces. What makes or breaks an experience for you?

Here's a place for a design pattern exception...

I'm guessing all functional buttons on this site have a right-pointing triangle, regardless of the copy.

Someday, Maybe I'll Write About a Good Experience...

...but that won't be today.

How many things make this consumer survey an unpleasant experience? 

Perhaps the words wouldn't seem all messed up if I could kick this "Pizza Habit".