2006 January

Social Strategy & Design by @KarlLong

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Post layoffs, Ford puts money into… ringtones

What better way to bring some authenticity to a brand than, yep, mustang ringtones. Yes, it sounds like a car revving. The most mind boggling ringtone being… the national anthem, played out with revving engines and tire screeching for the high F. I guess this gets filed under customer experience irony as well.

Now, this may just be a case of cultural relativism, as i’m English, and maybe i’m just not getting it. Please any red blooded Americans want to tell me why I shouldn’t find this wrong on so many levels. Thanks.

ringtones Get your ringtones today.

Apple shows some iBalls

Big brands that show real bravery are few and far between. Big brands maintain control through absolute orchestration of the entire experience, every thing you see, hear, touch are generally tightly choreographed to support and build a brand promise and deliver on that promise. Now as with all choreographed experiences, sometimes big brands lack a little authenticity, we know that there is a man behind the curtain.

Now Apple falls into a big brand category and is more fanatical than most in the maintenance of the integrity of its brand. So needless to say I was shocked while shopping on the apple store to see unedited reviews and ratings integrated with the product listings.

Apple is a company that embodies the “benevolent dictator” design philosophy so it seems totally out of charicter. Vive the Cluetrain Apple!

Ratings and reviews are quite common on retailer sites, led by companies like amazon, and netflix, but most product managers would shake in fear of that kind of feedback on the actual manufacturers site. I actually can’t think of any really big brand designer/manufacturer that openly invites feedback on it’s product/shopping pages. Are there any important ones i’m missing?

Anyway, Kudos Apple on your enormous iBalls.

Beaking every rule and loving it - a shopping site that puts Boo.com to shame

shopomposition.com is a shopping site that sells an extremely eclectic mix of products, it seems like a stylish, urban outfitters for grown ups. The web site is a flash extraviganza that puts boo.com to sham, essentially breaks every rule in the book when it comes to ecommerce, web design, usability etc. and it works brilliantly.

I’m not saying it’s perfect but it is beautiful and it uses flash in some very interesting and entirely appropriate ways that makes sense for the kind of store it is.

Findability vs Discoverability

I’m going to focus on one aspect of this store which works brilliantly, and that is “ambient discoverability”. Now many of my most admired IA expert friends will talk about findability, but findability somehow implies intention, I want to find something. What do you do if you sell film cameras, cute monster usb drives, karate robot models and knife magnets?

Click here for some video of the user interface in action demonstrating the flash fly-by


They have solved this problem elegantly IMHO by employing a flash fly-by, that swoops all the product thumbnails past you after you have clicked on a category. Click on gadgets, watch all the cameras and robot models fly-by, almost too fast to see, but enough to give you a taste, until it comes to rest. The beauty of this approach is that it helps mitigate the problem of tunnel vision we often have when viewing a web site.

An Expressive System

Often when interacting with web sites the question is “what do I do next”, this is often because of a lack of cues, if your in an unfamiliar place you look for signs, directions, maps, all cues as to where you should be going. This is how we build mental models, through cues or clues. Web sites often leave users stranded because the users mental model of the web site is incomplete and the web site lacks cues as to what to do next or where to go next.

This is the other advantage of the fly-by approach, that when it’s finished and come to rest, I as a user understand that about 20 or so items are just off to the right of the screen for me to explore. So my cue is to start searching for a device to scroll the screen, this is doubly important because there is no scroll bar, which would normally be my cue for exploration (I told you they broke all the rules.)

Anyway, it’s worth exploring yourself, and one thing i’ll add is don’t try this at home, it is obvious that they have employed some serious animation know-how, to get the timing right, and having dabbled with flash can assure you to get that kind of timing and pacing is extremely difficult. Kudos also to their optimization, I was running there site on a ibook (mac) on firefox, and I didn’t experience any of the usual “flash running in slow motion”, or firefox crashing that i often experience.

Found Via: wildlyapprpriate.com - dan klyn’s blog on information architecture and such

Cnet buys Consumating, yes Match should be worried

Last year in July I wrote an article titled Match.com Vs. Consumating.com that talked about a small austin based startup and how its approach to online dating was much more of an emergent, bottom up, blog like system. Standing of course in stark contrast to Match.com which controls user generated content with an iron fist. Well Cnet has bought consumating.com and I for one couldn’t be happier. I’m not claiming to be an indie guy that rocks, and I don’t where glasses, but it’s a dating service much more aligned with my personality.
Cnet Buys Consumating: Hot nerdy girls and indie rock boys! With glasses!

Tivo + Web Services = webTV 2.0

Now webTV was not that great at all so I’m not doing Tivo any favors by coining the “webTV 2.0″ term, but I think overall it looks like some pretty good ideas.

Good Ideas:

  • Podcasts on Tivo (yes podcasts can be video too)
  • Live365 radio on Tivo
  • Yahoo photo’s (although no good for me until it includes flickr)

TiVo.com | New TiVo® Online Services

Questionable Ideas

  • Weather - Yawn
  • Fandango - purchase movie tickets (could be good if the previews are there and it picks up ratings from rottentomatoes.com)

My ideas:

  • Netflix integration, reviews, previews etc. Yes I know, somewhat competitors but what about a little co-opitition
  • Match.com - I hate to say it because I’m a misrable failure at online dating so far
  • Netflix and match.com integration - Listen if there is one thing that will help me match someone it would be an interest in movies. Listen Match and Netflix, this is my idea and i want a cut if you guys want to merge, or at least credit for the idea

The new intermediary - blogs as trusted guides - or reintermediation

In the late 90’s when I was working with an Internet Consultancy a pretty significant buzzword was “disintermediation”, in other words, cutting out the middleman. Travel agents would be replaced by travelocity and orbitz, and car salesmen would be replaced by cars.com or edmunds.com and the like.

Now why on earth did anyone need disintermediating anyway? I think it was primarily because many of the intermediaries could not be trusted, they may have started as guides, but in the end they all became shills of the companies who’s products they were pushing. In the end intermediaries were sales people who worked on commission, so it’s no wonder they needed disintermediating. So now companies with they’re slick new web sites can talk to us directly and we can explore their products online. Problem is, I don’t trust many of these companies to give me the straight dope, i don’t know if it’s right for me, I don’t know if it’ll work for a lifetime or 5 hours. I’ve been burnt too many times by claims of what a product will do for my life and have been severely disappointed.

What I really need is a little reintermediation, someone to get in between me and the company. Well as it turns out Blogs are turning into the new intermediary, the trusted guides… for the moment.

Microsoft to spend $120 Million to Erase “HUGE Company” Image

This goes under the new catagory of Customer Experience Irony.

Microsoft ads aim to erase ‘huge’ image
“We are often perceived as a huge American company,” Lucero said Friday in an interview.

This is another gem picked up from digg, if you are a fellow digg user feel free to ad me as a friend, my username is: xakto

GM says “Google Pontiac”

Pontiac is telling people to “google pontiac”, now if only local car dealerships can cash in they could be capturing leads and phone enquiries from this regional campaign.

Last night watching the Daily Show I was quite stunned to see a commercial from pontiac, in which the closing statement was

Don’t take our word for it, google pontiac and discover for yourself

Google Pontiac on my sweet tv

GM seems to think that associating with such a trusted and generally unbiased brand that some of that might rub off on GM/Pontiac. GM’s head of sales and marketing said in Business Week:

We’re touting Google, frankly, because it stands for credibility and consumer empowerment, and we like the association.

Interestingly this is a regional campaign, I’m in South Florida, and of course the sign off was “talk to your local South Florida Pontiac dealer”. Now one thing local dealers could do is spend some money on some geotargeted ads on google, in other words ads that only display to local people who are searching on google.

Right now local dealers could be taking advantage of the massive budget that GM is putting into television and driving people to google, and get some fresh leads direct from their own web site.

You can view the complete ad here:
Full “google pontiac” during the Daily Show 1/19/06

Digg this story

From: Local Zing Inc. Local Internet Marketing

Masters of Experience Vs. Disasters of Experience

This is my inaugral post on the topic of masters vs. disasters of experience, and the company that has driven me to this is comcast, I somehow envision this as a possible series of posts, although this example is one of the clearest vs. scenarios. It’s kind of like Iron Chef, and this is the DVR battle:

  • Master of Experience: Tivo
  • Disaster of Experience: Comcast HD DVR (by motorola*)

Tivo: bells and whilstles aside tivo is there to give me control over what I watch and it never had any catastrophic failures in that regard

Comcast DVR: Within two weeks of owning this DVR I discovered a random bug in an episode of “litttle briton” it had recorded. Now bugs are one thing and I can generally overlook glitches but this one was so unbelievably obtuse I will never forget the pain and frustration. I watched the first 15 minutes of the show and came to the inevitable commercial (which are particularly awful on BBC america) so I quickly hit fast forward on the DVR remote… and the DVR inexplicably started the show at the begining again, I mean right at the credits. Wierd, I imagined I must have hit the “start at begining of show again” button by mistake, so i hit fast forward again to get past the 15 minutes I’d already watched, and it started at the begining of the show again. Now I’m embarrassed to say how many times I watched that first 15 minutes because my desire to skip those god awful commercials. Now if I was a DVR designer and was working with a team, I can imagine saying at some point “listen guys, if there’s one thing we can’t fuck up its the fast forward”.

Tivo: Always recorded the show I wanted, I never had a nagging fear held over from my ancient reptilian brain ie. did you set the VCR

Comcast: Regularly misses episodes if I select “only record first runs”, the DVR doesn’t know a first run from its asshole and there for I’m always second guessing it. So i set up a season recording, then I go in to the “upcoming schedule” to check that it knows what it should record.

Tivo: Never recorded two of the same episode, even when I was recording the simpsons across fox and “channel 11″

Comcast: I like the daily show, but my comcast DVR is just incapable of knowing when it already recorded somthing. I went away for christmas to England for 10 days. When I returned I had about 25 of the same episode of the daily show and the colbert report. Nothing else was recorded because there wasn’t any space. And of course none of them were labeled with any identifing feature, just “the daily show”, so the only reason I know that 25 of the same episode were recorded is because i watched the first 30 seconds of so of each episode.

What can I say except Tivo is a master of experience.
Please cable companies, don’t cheap out on this if your going to get a DVR get a freaking tivo. I hate to say it, but I would pay more for the tivo option.
* Now clearly, it’s motorolas buggy DVR that is at fault here, but it was comcasts business decision to bundle a crap DVR with their cable service.

Web users judge sites in the blink of an eye

An interesting article from nature.com that proposes that web users can form an opinion about websites within the first 50 milliseconds, that’s like watching 1 frame of a tv show.
news @ nature.com - Web users judge sites in the blink of an eye - Potential readers can make snap decisions in just 50 milliseconds.

Apparently that first impression can color the rest of the customer experience as well, basicallly people like to be right, so they will overlook minor problems if they originally think the site is good. It’s an interesting concept, sometimes known as the halo effect.

I had written a while ago about the “hierarchy of customer experience”, that was kind of like maslow’s hierarchy of needs, and the very first step in the hierarchy is “trust”, and “visual” cues are the number one factor in establishing trust, does this “look” trustworthy, does this “look” like a company that will deliver.

Picture 47

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