• [from steve_portigal] Hong Kong’s Couples Invited to Wed at McDonald’s [NYTimes.com] – [We did visit a McDonald's in Hong Kong the other week but we didn't see anything like this!] McWedding starts at $1,280, which includes food and drinks for 50 people. The package includes a budget version of the usual trappings: a “cake” made of stacked apple pies, gifts for the guests and invitation cards, each with a wedding photo of the couple. (Hong Kong wedding photos are taken in advance, with the couple in rented finery.) McDonald’s employees dressed in black suits mimic the actions of hostesses at upscale hotels. They greet guests at the entrance, usher them to the signature book and deliver food, even if it is just a Big Mac and fries. McWeddings were devised in line with local customs, particularly Chinese numerology beliefs that determine the best dates for weddings or other important events. The engaged couple was given a photo frame shaped like Ronald McDonald, marked with the “limited edition number” 138, an auspicious figure.
• [from steve_portigal] Stalking insights with Steve Portigal [Foolproof] – [Lovely concise report from our UX Hong Kong workshop. Thanks, Tom!] Even a novice UX researcher knows the dangers of moving too swiftly to draw conclusions from fieldwork. It’s important to maintain a state of openness and observation. Leaping to solutions and recommendations can bias your view. This could cause you to miss something really revealing or valuable simply because it doesn’t fit with the way your view is developing. It shouldn’t be true, but in fact the older and more experienced you get the more danger there is that you’ll fall into this trap. Firstly you’re instinctively calling on experiences and patterns in user behaviour that you may have seen before. Secondly, the more senior you are, the more impact your (wrong-headed) views may have on the situation. The antidote? Spend some time with Steve.

Tags: asia, conclusions, insights, mcwedding, process, quickies, research, restaurant, uxhk2011, wedding, workshop

[Note: I was asked by a national print publication to join their crowded roster of design bloggers; Over a few months we worked together on my pitch and eventually I wrote and shared my first post. They were quite keen and ran me through all the technical and style guidelines for using their site. But then they asked me at the last minute to hold as they relaunched their blog. Then, silence. The discussion of my series fell down a hole. Given that almost a year has gone by, I've realized that it ain't happening anytime soon. So here's the piece!]

Rahul turned to Amanda, his eyes sparkling with excitement. “Hey, I saw a very strange dog today. You wouldn’t believe it!”
Amanda placed a finger in her novel and looked up. “What?”
“A strange dog. I saw a strange dog today.”
“Oh yeah…?” Amanda trailed off, her eyes dipping back to her book.

This is how we live today (I’m not saying it was always this way; did loquacious primitive Thag grunt enthusiastically while Klag scratched drawings upon the cave wall?). Sometimes we’re distracted, busy, tired, or just not that interested. Hearing these stories takes energy (isn’t that right, introverts?) or maybe we’d rather share our own story (isn’t that right, extroverts?). Even when we do engage in conversation, we’re often thinking about what we want to say next, and listening for those breathing cues that indicate it’s our turn to speak. Listening is a limited resource. No wonder we pay people to listen to us talk about ourselves!

TV’s Dr. Paul is a professional listener

And while companies acknowledge the value of listening to customers (what new feature, good or bad, isn’t announced without mealy-mouthed PR justification that “We listened to our customers and they told us…”), even at best that’s often just lip-service. As an individual skill that is crucial is so many business interactions, it’s woefully underdeveloped. While we’d all likely check off “good listener” on a self-assessment, it’s something we should probably get better at.

We don’t have the space (nor the qualifications) to help you get to a point where you care about what your client, customer, colleague or loved one has to say, so let’s just take that as read. But once you’re in the conversation, how do you stay in? One tactic involves your body.

Maybe you’ve heard the phrase “act as if” from the worlds of life coaching, personal growth, or therapy (i.e., acting as if you aren’t anxious is a tool for dealing with anxiety). By the same token, if we act as if we are listening, we’ll find it easier to listen.

The body language of good listening

Not so much

In The Naked Face Malcolm Gladwell describes the work of psychologists who developed a coding system for facial expressions. As they identified the muscle groups and what different combinations signified, they realized that in moving those muscles, they were inducing the actual feelings. He writes

Emotion doesn’t just go from the inside out. It goes from the outside in…In the facial-feedback system, an expression you do not even know that you have can create an emotion you did not choose to feel.

It’s a likely extension of this finding to imagine bodily expressions that demonstrate emotion and intent similarly creating those matching feelings in us. Even if it isn’t true, these postures send strong signals to our interlocutor, further encouraging them to share with us.

One of my favorite ways to practice listening is via serendipitous encounters with loquacious taxi drivers, airplane neighbors, or social-cue-missing party chatters. Even if we can’t repair society’s listening inequity, we can use it to provide endless practice space.

For more about listening, you should check out

• Phil McKinney’s podcast on Listening Skills
• My interactions column Everbody’s Talkin’ At Me
  Nform’s The fine art of listening
• My chapter from The Age of Conversation, Listen, do you want to know a secret

Tags: act as if, face, gladwell, listening, muscles, practice

• [from julienorvaisas] Lifelike Craig HD [Cool Hunting] – [An app that makes Craig's List look like an olde-fashioned classified section, complete with circling capabilities, on an iPad is "fantastic" indeed! What goes around comes around.] Lifelike Craig HD is a fully functional Craigslist browser that offers a fantastic visual interface. The app transforms your local Craigslist from the mundane list of links into an iPad browsable paper, complete with newspaper fonts and a classic layout. If something catches the eye you can add it to your favorites, circling it for later reference.

Tags: app, craigslist, interface, ipad, quickies

• [from steve_portigal] User-Led Innovation Can’t Create Breakthroughs; Just Ask Apple and Ikea [Co.Design] – [This old saw again! As if user insights and strong vision are incompatible? Shame on FastCo for this hyperbolic crap.] We asked friends on the Apple design team about user-centric design. “It’s all bullshit and hot air created to sell consulting projects and give insecure managers a false sense of security. We don't waste our time asking users, we build our brand through creating great products we believe people will love." IKEA designers don’t use user studies or user insights to create their products. “We tried and it didn’t work..”Of course, neither will say this publicly since both are extremely closed companies and would risk offending users (and the design community) by speaking out against user-centeredness. Since no one will speak up, the false value of the user-as-leader has spread. The best brands are guided by a clear vision for the world, a unique set of values, and a culture that makes them truly unique and that no user insights could ever change.

Tags: apple, design, dichotomy, false, fastco, IKEA, innovation, insight, leadership, mythology, quickies, UX, vision

Yes, it turns out that All This Chittah Chattah is the place to wrestle for the hearts and minds of today’s consumers. With our frequent discussions of the consumer’s perspective as well as innovative technologies that respond to cultural shifts, we’ve developed a reputation as the place to be seen and read by the alpha-influencers who make any product a success.

Three years ago I blogged about a dual-flush toilet (and it’s explanatory memo).

What followed were a number of “comments” from people championing this product or its competitor, sometimes with a less-than-transparent reveal of their identity as someone who works for the company itself.

And in a similar vein, just the other day, I blogged about a device that would let you open a bathroom door with your toe. Immediately a competitor jumped in to defend his product as the “original” (and while you can’t tell from here, he posted from the domain name he’s championing).

A few days later, a devastating riposte from someone who is clearly not a fan.

Now, we don’t know if Elise (who goes by fuzzygirl89) is authentic or not, but I’m definitely suspicious (extraneous specific detail rings false to me). The gloves are definitely off here in the Chittah Chattah Product Death Match. Seriously, is this what it means to be an entrepreneur (or worse, a sales guy)? Sitting at home with your alerts, fingers in the ready position, inches above the keyboard, ready to pounce on any mention of your product in any corner of the web?

Tags: advocacy, blogging, commenting, community, debate, discussion, door stopper, product, sales, seo, sock puppet, toilet

• [from steve_portigal] Book Lovers Fear Dim Future for Notes in the Margins [NYTimes.com] – [While there's a bit of 'Death of Print! Oh noes!' at work here, the impact of digital technology on archiving is, in general, a mounting challenge (and frequent blog fodder)] Twain was engaging in marginalia, writing comments alongside passages and sometimes giving an author a piece of his mind. It is a rich literary pastime, sometimes regarded as a tool of literary archaeology, but it has an uncertain fate in a digitalized world. “People will always find a way to annotate electronically,” said G. Thomas Tanselle, a former vice president of the John Simon Guggenheim Memorial Foundation and an adjunct professor of English at Columbia University. “But there is the question of how it is going to be preserved. And that is a problem now facing collections libraries.” [Thanks, Stacey G.]
• [from steve_portigal] Bidder wins `lucky’ car registration number 16 for cool $8.5m [The Standard] – [Arbitrary extrinsic value for meaningful symbols, albeit for charity] Suen was willing to shell out such a large sum because 16 is his lucky number. More than HK$18.5 million was raised at the auction, where the proceeds go to charity. Suen also tried to get 668 as a gift for his wife but was outbid by number plate collector Ngan Man-hon, who paid HK$3 million for it. Ngan said that he liked 668 as it sounds auspicious in Cantonese. In recent years lucky car plates have become popular among mainland collectors so the prices for the better ones remain high….The sale trumped Saturday's auction under the Personalized Vehicle Registration Marks Scheme. Then, car plate B0NUS was sold for HK$220,000 while 201314, which sounds similar to "Love you forever" in Putonghua, went for HK$22,000…Suen's lucky number trails 18 and 9, which were sold for HK$16.5 million in 2008 and HK$13 million in 1994, respectively. The third most expensive number was 2, which went for HK$9.5 million in 1993.

Tags: annotations, archiving, auction, books, charity, digital, license, marginalia, meaning, number, preservation, quickies, reading, Reading Ahead, registration

• [from julienorvaisas] Your Life Torn Open, Sharing is a trap [Wired UK] – [Academic and a little shrill at times, but provocative. In this essay, Keen shares his harsh, apocalyptic perspective on the nefarious implications of the increasingly social and open lives we live online, complete with case studies.] Today's digital social network is a trap. Today's cult of the social, peddled by an unholy alliance of Silicon Valley entrepreneurs and communitarian idealists, is rooted in a misunderstanding of the human condition. The truth is that we aren't naturally social beings. Instead, as Vermeer reminds us in The Woman in Blue, human happiness is really about being left alone. On Liberty, the 1859 essay by Bentham's godson and former acolyte, John Stuart Mill, remains a classic defence of individual rights in the age of the industrial network and its tyranny of the majority. Today, as we struggle to make sense of the impact of the internet revolution, we need an equivalent On Digital Liberty to protect the right to privacy in the social-media age.

Tags: future, keen, media, privacy, quickies, social, vermeer

• [from julienorvaisas] Apple Says Chinese Supplier Made Changes After Suicides [NYTimes.com] – [The awkward truths revealed by increased transparency around our fancy gadgets is a topic we've discussed before. Here, Apple's investigation is admirable, but hotlines and nets to catch suicidal employees do not seem to be adequate solutions reaching towards the core of the problem.] Apple said that Mr. Cook and a team of independent suicide prevention experts conducted a review of Foxconn’s factory in Shenzhen in June and made a series of recommendations. Mr. Cook and the team also reviewed changes that Foxconn had put in place, which included “hiring a large number of psychological counselors, establishing a 24-hour care center and even attaching large nets to the factory buildings to prevent impulsive suicides,” Apple said in the report. “The investigation found that Foxconn’s response had definitely saved lives.” Apple said it recommended areas for improvement, including “better training of hotline staff and care center counselors and better monitoring to ensure effectiveness.”
• [from steve_portigal] Create with people, really! [InternetActu.net] – [Google Translate excerpt from a French review of our innovation session at Lift11] But this is not the most important, says Steve Portigal, because all these methods can be acquired by whoever wishes. No, the most important thing is to change the culture, the process by which we do things. "Companies often think they know the problem and are confident they know to solve it, better than anyone." It is their products, services, customers, suppliers, engineers … But a little humility does not hurt, the consultant recognizes the height of his experience "It is actually rather sit back and see that the problem is not what we thought. We must confront the ambiguity and be tolerant to other approaches, to reach the measure of data (and methods). "
• [from steve_portigal] Shorter E-Books Show Promise for Mobile Devices [NYTimes.com] – [In ReadingAhead we called for the creation of *digital* reading experiences] The Atavist is (publishing) stories that are longer than a typical article but shorter than a novel ­ in the hope that they will find a home on the glassy screens of mobile devices. The dimensions of mobile devices are quite limited. So it’s important to exploit the advantages that the devices do have. Success depends on thinking beyond a “one-to-one transition from book to e-book,” and on doing more than replacing paper with pixels. The Atavist integrates clever tools into the text, like interactive timelines and character biographies to help a reader quickly find her place without spoiling the plots…But it’s much too early to know whether the Atavist and its brethren will become permanently rooted in our reading culture or become a “fossil, embedded in the archaeology of the medium of reading…We are seeing a new category take shape that reflects a new paradigm of what it means to read on a new device.”
• [from steve_portigal] Geneva and Lyon, 2011 [a set on Flickr] – [Photos from my trip to Geneva (with a side trip to Lyon) for Lift11]

Tags: apple, atavist, books, cocreation, content, digital, ebeeks, flickr, Foxconn, france, geneva, lift11, lyon, noticing, observations, photographs, quickies, reading, Reading Ahead, shenzhen, suicide, switzerland, technology, transparency

• [from steve_portigal] Non-Jews Begin to Embrace Ketubah Wedding Tradition [NYTimes.com] – [Cultural appropriation of religious traditions as we continue to seek meaning through symbols] The decade of non-Jews discovering the ketubah coincides with three relevant social trends: the rise of Christian Zionism, the growth of interfaith marriage, and the mainstreaming of the New Age movement with its search for spirituality in multiple faith traditions. As a result, an increasing number of gentiles have taken up Judaic practices: holding a Passover Seder, eating kosher food and studying kabbalah, the Jewish mystical movement. “A lot of these things are grass-rootsy,” said Prof. Jenna Weissman Joselit, a historian at George Washington University, who has written extensively on Jewish popular culture. “They have to do with the growing popularity of intermarriage — openness, pluralism, cultural improvisation. And for those who are more religiously literate, they add another level of authenticity or legitimacy.”
• [from steve_portigal] More Focus Groups for ‘Spider-Man: Turn Off the Dark’ [NYTimes.com] – [What is the meaning of using consumer research? Do we admire producers for being user-centered or do we decry them for being desperate?] The producers of the Broadway musical “Spider-Man: Turn Off the Dark” are offering $60 goodie bags to people who serve in focus groups that will respond to several performances. Two focus groups attended Thursday night’s performance, and four more are scheduled to be at Friday night’s show and the Saturday matinee. It’s not unheard of for Broadway producers to use focus groups, and the musical has used them before since preview performances began on Nov. 28. But these are the first since largely negative reviews of the show by theater critics across the country were published on Tuesday. OnTrack Research, a marketing and consulting firm, is coordinating the focus groups, and here’s the rub: participants only get to see Act I or Act II, not both. They are then asked to fill out surveys and join in discussions in a “V.I.P. room.”

Tags: appropriation, audience, ceremony, christian, consumer, culture, document, evangelical, faith, insight, jewish, ketubah, marriage, meaning, methodology, quickies, research, spiderman, symbol, wedding

• [from steve_portigal] New record label hands decision-making over to fans [Springwise] – [This is exactly what Devo did in 2010 with their Devo 2.0 initiative which we blogged about extensively. Love how rapidly an experiment/social commentary becomes a "straight" idea in someone else's hands] Crowdbands is offering users the chance to become record label executives from their homes. Established by Tom Sarig and Peter Sorgenfrei, the Crowdbands label has already signed LA-based band The Donnas. By signing up as a Crowdband member for USD 25 a year, users are entitled to vote on major decisions in The Donnas’ career, from which songs are included on their albums, which artists they should collaborate with, where and where they tour, and even ideas for album cover art. In exchange, not only do members get to see their decisions implemented, they also receive the band’s releases before the general public.

Tags: consumer, crowdbands, devo, donnas, fans, industry, music, owner, producer, quickies

• [from steve_portigal] A History of the Future in 100 Objects by Adrian Hon [Kickstarter] – [I'm in! Who else will throw some cash at this kickstarter project, crowdsourced funding for some exciting research and writing?] Let's imagine it's 2100…What are the 100 objects that future historians will use to sum up our century? 'Smart drugs' that change the way we think? A fragment from suitcase nuke detonated in Shanghai? A wedding ring between a human and an AI? The world's most expensive glass of water, returned from a private mission to an asteroid? I want to write a weblog that will explore all of these ideas, with 100 posts for 100 objects. Along the way I'll produce a newspaper and a podcast, and when it's finished, I'll publish it as a book. But it's not just going to be about technology – I'm going to focus on the deeply human effects of our fascinating future, from religion to advertising to wars. I want to tell the story of individuals, families, countries, and the human race, as we venture from 2011 to 2100.

Tags: culture, funding, future, material, objects, project, quickies, society, storytelling

I’ve posted a heap of pictures to Flickr from our recent trip to Geneva (and Lyon), where I was speaking at Lift 11. Here’s a few favorites from Geneva.

Also see Discover and Act on Insights about People, my talk from Lift11.

Tags: 9, architecture, building, chair, dog, duck, flag, geneva, lift11, needle exchange, observation, playmobil, post modernism, schtroumpf, sign, swiss, switzerland, tree, un

• [from steve_portigal] Toepener — Hands Free Solution – [While this smacks slightly of "gadget" I like the idea of simple improvements to everyday activities based on a) shifting social norms and b) observed behaviors. Text from related news article] The Toepener is a pedal designed to open a public washroom’s door with one’s foot rather than having to touch the door handle. It is the brainchild of Max Arndt, a student at the Carson School of Management. Arndt and his classmates were asked in the Entrepreneurship in Action class to come up with ideas for a new business product or service. Arndt, 22, came up with the Toepener. He hated the idea of opening a public restroom door after he’d washed his hands. It was such a simple idea but he figured it would have tremendous draw. He was right. His class was equally enthusiastic and it was chosen as the product the entrepreneurship class would attempt to market. The product was launched in mid-January. Arndt said the company has sold close to 100 toepeners, which go for $50 each.

Tags: bathroom, door, hygiene, opening, post-design, quickies, touchless