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Archive for July, 2007

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links for 2007-07-18

Wednesday, July 18th, 2007
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The quality of touch points

Wednesday, July 18th, 2007

There’s been a little of bit of a talk lately about service (wopps i’m sorry experience) design and what it means to have multiple touch points and how this shapes a user experience.

What’s perhaps left aside here is how important the quality of those individual touch points is. As a designer and business owner, the more you have, the more you have to deal with, the less likely you’ll be able to achieve a uniformity in the quality of your service.

I’ll give you an example. Yesterday, Matt & I went all the way to North Greenwich (if you don’t live in london, well it’s far from the centre) to go to a Comet warehouse. Looking to buy a major appliance, we figured that going to the store and seeing them would be better than the useless online catalogues with tiny images that never really give you a good idea of proportions.

This place was a huge warehouse with only about 3 sales people which didn’t really matter because we were browsing at the beginning. Once we found what we were looking for, we waited around 10 minutes before someone came to see us.

The young man obviously had other fish to fry (other customers i mean) so when we started getting a little too technical, asking him about delivery, range of products, etc… he quickly suggested we go check online because the range of offer was “better” and there would be all the detaisl. He then walked off to his next customer. Annoyed, we walked off, vowing never to deal with these people again.

We ended up buying from Curry’s online when we came back home.

Lesson here: When one touch point fails, no matter how many others you may have as backup, the experience will always remain negative. There is no “win back” here.

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links for 2007-07-17

Tuesday, July 17th, 2007
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Media managment skills

Monday, July 16th, 2007

1864

Back in the days, if you were sent off to boarding school, you’d have no other means of communications with your friends and family other than through writing. So the written word was something treasured. You’d write to your mother, knowing she would read the letter out loud to the rest of your family. You’d write to a lover knowing he’d be the only one to read it.
If you weren’t able to write, you’d know this would cause tremendous stress to the rest of your family and would apologize for having taken so much time to reply, blaming a busy time in school or the bad weather that had prevented the mailman to come by.

2007:

So if like, you end up getting a summer job, how on earth are you supposed to update your Facebook status (your parents refused to get you an iPhone, grumble) and let *everyone* know what a hunk the stock guy is? You’ll simply have to try to text it to them. You’ll send a nice email to your mom once in a while so she knows you’re ok, but your friends have to know *everything*! You’d have to set your Jaiku status at busy though, so they don’t try texting you too often while you work. And you’ll write a blog post apologizing about not having written very often this summer.

Me:

Ok, I have my inbox managment skills down, just 20ish and they are the ones I need to adress anyway. Argh, too many invites to Facebook, who are these people anyway? What’s Facebook for, I don’t get it. Shit I feel old now. Ok let’s Twitter something interesting today. Must keep up. Argh. Ah crap, I’ll just write a blog post. Damn phone out of credit again. I’ll have to get some this week at some point. Thank god noone ever calls me. Shit Matt tried to call me twice while the battery was dead. Argh. I should get a better phone one day. One day.

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links for 2007-07-16

Monday, July 16th, 2007
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links for 2007-07-15

Sunday, July 15th, 2007
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Quote of the day

Friday, July 13th, 2007

Massimo introducing me to someone on Skype.

“Please meet alexandra deschamps-sonsino
the name sounds very fancy but she’s dangerous ”

sigh.

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When a chair just isn’t a chair

Thursday, July 12th, 2007

chairs.jpg

I’ve often said that in the wonderful world of product design, a sure sign that you’ve made it is that your chair design gets produced by a company like Flos. There’s a certain top-down process here where a designer will decide what context a chair lives in and the company sells that dream to the end consumer in glossy magazines.

If however, you want to see a chair be a coffin, a taxi, be used to hang someone, in a church, a bar, or in a home, go see Steven Berkoff’s play adaptation of On the Waterfront, which I went to see with Matt, at the Hackney Empire.

He uses the chair not as a simple prop but as a character in itself, more than you can say for most designers.

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Quote of the day

Thursday, July 12th, 2007

“Individual designers are liable for the damages incurred by the play of their games”

Found in Picnic games submission document.

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links for 2007-07-12

Thursday, July 12th, 2007
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links for 2007-07-11

Wednesday, July 11th, 2007
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Entertainement of the day

Wednesday, July 11th, 2007

I always deeply hated the Cabbage Patch Kids as a child so this seems somewhat comforting :)

via 7Gadgets

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links for 2007-07-10

Tuesday, July 10th, 2007
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Looking for design: 24karrots

Tuesday, July 10th, 2007

(I’m completing this series even after having left the country as some of my interviewees have been fairly busy. There are 2 more left and the last one is the best, so i hope you’ll bear with me :) )

I had the pleasure of speaking with Marie-Eve Bélanger who is one of the 4 members of 24karrots a film and design collective working in Montreal.

1. Could you describe yourself and 24Karrot‘s work briefly?

24karrots is a design and video (and everything in between) collective we started exactly a year ago. Vanda and I are mostly design oriented, whereas the boys (Dan and Bobby) are the filmakers of the group. But we all overlap as some point, as our academic paths are quite similar. As for myself, well, I’m mostly a web designer these days (although i like to think i can do it all ;) ). I have worked, in collaboration with Vanda, on fashion projects like the I Love Kyoto shirts and multiple print projects. I also have my own line of work which is web oriented.

2. How long have you been working professionally in Montreal ?
It’s been almost three years now. I got offered a position at an agency while finishing design school 2 years ago after which i got hauled over to 24karrots.

3. Do you have any event or anecdote that is representative of your experience working in Montreal?
Too many – walking on Côtes-des-Neiges, everyday to get to our studio is an adventure in itself.

4. Do you consider design to be well understood in Montreal?
No, not really… Well, there’s a specific, mainstream almost mass-produced design that seems to be well-accepted and loved. I’m talking here about all those nifty bars or boutique-hotels designed to appeal to a certain very specific clientele. Same thing in graphic design. Agencies get all the love. People are still awkward towards low-fi, well-produced, manmade design.

5. In your opinion, what key designers/business are shaping the design scene in Montreal?
I personnally like the grassroot feel of RITA. I would say the works of smaller companies like FEED, atelier Chinotto or even freelancers like Christian Bélanger or Luce Beaulieu are truly pushing the montreal design scene further than any bigger agencies. Their values, craftmanship and rigourous approach to design is what montreal looks like.

6. What is missing from the Montreal design scene?
We need: more craftsmen, more typographers, more international design conferences, more ethical/eco graphic designers, more letterpresses, more independant designers, more perspective, more interaction between designers of any fields

7. What would you say is the hardest thing about working in design in Montreal?
A. Educating clients about good design.
B. Competing with bigger forces than us. Agencies, clients and design-focused media outlets.
C. Being in Montreal: we sometimes see our city as this marvelous multicultural meting pot whereas, i think, we are one of the most self-centered group of designers on the planet.

8. What would you say is the best thing about working in design in Montreal?
A. The tightly knit web community. The cooperation and collaboration between independant designers
B. The vernacular design in our everyday lives that is specific to montreal: metro, architecture, old neon signs, côtes-des-neiges in general.
C. The 5 à 7′s ;)

9. Where do the opportunities lie for the future of design in Montreal?
Designers and businesses need to move out of the plateau and in to Côtes-des-Neiges, NDG, Hochelaga and such. Humbling, inspiring and cheaper ;)
We need to acknowlege the work of smaller businesses and ethical designers. Both in the media and in our everyday lives.

10. If you had the choice to work somewhere else, where would it be?
Berlin, Kiev, Brno, NYC

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links for 2007-07-09

Monday, July 9th, 2007

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