Design

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When We Were [Conference Goers]

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A Finnish breakfast at Way Bakery. Attention must be paid to the egg.

A Finnish breakfast at Way Bakery. Attention must be paid to the egg.

Cue Adele.

Well, at least that’s how I feel right now. Everything Adele. I’m sure you all feel the same.

I never got to share the conference talk that I had the privilege of giving in Helsinki, Finland. To tell you I was floored to be invited to something like that is an understatement. I met my heroes in the industry and properly panicked the first time we chatted. After time spent together, I was able to relax a little bit, but looking back on this experience, I’m still humbled by the fact that I was even considered.

While there, I made new friends, listened to some of the most thoughtful talks created, thought of new questions to ask myself, and soaked in my tiny arrival at the international stage— side stage to be exact, but I’ll take it! Being jet lagged was also part of the experience but I was still able to have my fair share of saunas, sushi, and Marimekko fabrics.

Without further ado, here it is!

Side note: I reread the lyrics to Adele’s song, “When we were young,” and all I can say is that it’s fitting for these times. I pasted it all below if you’re curious. Hope you’re staying safe out there.

Wear a mask.

Everybody loves the things you do
From the way you talk
To the way you move
Everybody here is watching you
'Cause you feel like home
You're like a dream come true

But if by chance you're here alone
Can I have a moment?
Before I go?
'Cause I've been by myself all night long
Hoping you're someone I used to know

You look like a movie
You sound like a song
My God this reminds me, of when we were young

Let me photograph you in this light
In case it is the last time
That we might be exactly like we were
Before we realized
We were scared of getting old
It made us restless
It was just like a movie
It was just like a song

I was so scared to face my fears
Nobody told me that you'd be here
And I'd swear you moved overseas
That's what you said, when you left me

You still look like a movie
You still sound like a song
My God, this reminds me, of when we were young

Let me photograph you in this light
In case it is the last time
That we might be exactly like we were
Before we realized

We were sad of getting old
It made us restless
It was just like a movie
It was just like a song

When we were young
(When we were young)
When we were young
(When we were young)

It's hard to win me back
Everything just takes me back
To when you were there
To when you were there

And a part of me keeps holding on
Just in case it hasn't gone
I guess I still care
Do you still care?

It was just like a movie
It was just like a song
My God, this reminds me
Of when we were young

When we were young
(When we were young)
When we were young
(When we were young)

Let me photograph you in this light
In case it is the last time
That we might be exactly like we were
Before we realized
We were sad of getting old

It made us restless
Oh I'm so mad I'm getting old
It makes me reckless

It was just like a movie
It was just like a song
When we were young

-Adele (25)

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Hey, Products. Mind Your Manners.

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Image is from the movie, Marie Antoinette.

Image is from the movie, Marie Antoinette.

“Don’t put your elbows on the table.”
“Chew with your mouth closed.”
“Don’t interrupt someone when they’re speaking.”
“Say ‘Please’ and ‘Thank You.’”

Ugh. Manners. Raise your hand if you remember being groomed through your adolescence to recognize and mimic the behaviors of the world, to blend in, and do away with the very notion of being free and unbound to authority. I’m raising my hand if you can’t see it.

As an adult, manners are such a fine-tuned concept and they creep up on us in subtle ways. They are the blueprint of how social groups move around and also how people identify themselves (and determine their comfort levels with others). We don’t like to admit it, but if someone actively does something counter to what you were taught not to do, we become confused… and then uncomfortable. We don’t like to feel uncomfortable.

While we all like to say things like, “Be yourself!” or “You do you,” there are overarching human behaviors that fall in the range of feeling wrong, disrespectful, and impolite. Small gestures help us determine pretty quickly upon meeting someone whether or not they grew up around the same social rules, care about the same values about people in general, and if s/he is someone they would like to continue having additional social encounters with in the future. These are the small ways we define what is rude, what is acceptable, and what are gestures of kindness. This is the fabric of how friendships begin, relationships spark, and even how businesses create partnerships.

So, what does this mean for the digital world? Why should I care about digital manners when working on your project?

When we look at how products are built, how website UX flows operate, and how interaction designs behave, users eventually recognize whether or not they are being manipulated for good or for evil. They then determine what your main objective as a business is, and even farther down the line, decide whether or not they feel it is ethical to keep engaging with us.

As designers, we are no strangers to business folks dropping in and giving an ultimatum that money must be generated above anything else. We are also used to then proceeding to discuss what kind of “design” would make a client comfortable about their deal. To be clear, this is not fun for us but we do know that it is a necessary discussion. Designers will argue because of the holistic experience of what is at stake but also because, most of the time, the changes requested feel really aggressive and rude to put in front of users.

Let’s think about the everyday stories we hear when people meet/get together. The minor casualties of behavior that turn us off from continuing to interact with others can be analyzed to find parallels in the digital world to help us define and understand digital manners.

1) Put effort into your look. You should at least show that you came to impress.

If you do this:

GOES-example-2.png

People feel this:

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There’s a reason why the fashion industry exists. No one is asking for haute couture on every screen but show that you care. It may sound shallow, but in 2019, it’s the name of the game. Find a designer, pay to get groomed, and be the attractive content you know you are.

2) Take ownership over your mistakes and look at it as an opportunity to gain some trust

If you do this:

yelp-example-4-1024x576.png

People feel this:

thumbs-up-giphy.gif

Hey – we’re not all perfect. We all make mistakes. But when you make a mistake, how will you respond? Will you be apologetic? Or defensive? Will you be honest and create dialogue while you work through your issue? From a relationship standpoint, this is foundational to future interactions so don’t avoid it. Set the stage and, hey, have fun with it.

3) Serve your customers the way you would want to be served

If you do this:

amazon-example-2-1024x632.png

People feel this:

nm-giphy.gif

I mean really. It’s insulting to expect that responsibility falls on one side if the stars aren’t aligning quite nicely. For example, if you’re out on a date and it doesn’t seem to be panning out the way you’d like it to, you would expect the other person to at least offer to pay dutch, no? This is no different.

4) Hire a copy editor, check your content, and don’t gaslight people

If you do this:

code-school-example-2-1024x352.png

People feel this:

obama-giphy.gif

The worst thing you could do to someone is make them feel crazy when they’re not. Coordinating promotions and timing advertisements will inevitably raise a lot of content alignment issues so make sure to tighten up what you want to say before you publish/deploy. When your content doesn’t align, it’s confusing and makes people question their sanity. Ultimately, you won’t achieve what you’re set out to achieve. QA QA QA.

5) Don’t be passive aggressive with your CTA’s

If you do this:

gmail-example-3-1024x638.png

People feel this:

pb-giphy.gif

This is all over the internet right now. It’s so frustrating for people to have to click on a CTA that is passively insulting. If you have a product that has sustained a longer user base and are continuing to evolve your product as time goes by, remember that you still have to be respectful throughout the relationship. Just because you and your user have been together for over 5 years doesn’t mean you can take that relationship for granted. Don’t take jabs as small as they may be. If you do it too much, the forgiveness can wear off and you could be looking at a deactivation.

Old habits die hard, and there’s always room for improvement and change, but the reality of it is that these small ways in which we interact with one another are the ways we keep our relationships going. It’s hard to grasp the idea of what it really means to design for humans, but we have found that thinking about interactions between machine and human as manners is a good start.


What other digital manners, good or bad, have you seen out there?

To get your team to start thinking about digital manners, try starting a slack channel like this and see what comes up.

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Dunne + Raby

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Photo from Dunne & Raby's Technological Dreams Series: No. 1, Robots, 2007

Photo from Dunne & Raby's Technological Dreams Series: No. 1, Robots, 2007

The pathway to becoming a UX designer and/or Service Designer is always a fascinating story. If you take the time to ask fellow professionals in the field of how they came to be, I guarantee that it will be time well spent. The beauty of this industry is the fact that people have diverse backgrounds from probably every field you can imagine. This is why I love the HCD world.

Another reason why I love the HCD world is because if you look for it, you can pretty much find it in any field that exists. And when you do, the people you meet have no idea that they are actually participating in a HCD-like manner. 

One of the places that I found Human Centered Design is in the conceptual design world. Take for instance the subject of 'Critical Design'.

Critical Design uses critical theory to approach designed objects in order to challenge designers and audiences to think differently and critically about objects, their everyday use, and the environments that surround them. Many design professors teach this way of thinking with their design students who are producing highly conceptual artwork within the design realm. Are you still interested? I'll keep going.

I'd like to introduce you to a duo who teach as design professors in London and Vienna and make projects stemmed from Critical Design. Their names are Anthony Dunne and Fiona Raby.

Another photo from the same series.

Another photo from the same series.

'Their work has been exhibited at MoMA, NYC, the Pompidou Centre, Paris, and the Design Museum in London, and is in the permanent collections of MoMA, the Victoria and Albert Museum, Frac Ile-de-France, Fnac and the MAK as well as several private collections. [...] In 2015, Dunne & Raby received the first MIT Media Lab Award.' I don't think that I have to justify their impact within the design world - they are well respected and consistently referred to when new work is presented to the world.

Techies - listen up.

Although the list of work they have produced is quite long, I'd like to bring attention to one of their projects called, "Technological Dreams Series: No. 1, Robots," created in 2007, which is a great example of Critical Design. It provokes the idea that ‘one day, in the future, robots will do everything for us’ and the question of how we will interact with them comes to the surface. In this project, designed robots are shown to project the ‘new interdependencies and relationships [that] might emerge in relation to different levels of robot intelligence and capability.’ (Dunne & Raby, Project Info)

I am a firm believer that it is though works like Technological Dream Series: No. 1, Critical Design ultimately takes on the role of questioning ‘the limited range of emotional and psychological experiences offered through [existing] designed products.’ (Dunne & Raby, Project Info) It emphasizes the condition of today's design culture as it ‘limits and prevents [designers] from fully engaging with and designing for the complexities of human nature.’ Although this can be seen as a negative way to view designed objects, Critical Design ‘is more about the positive use of negativity’ as it confronts designers to think critically about people they are designing for. This theory supports HCD through this confrontation and many designers have, since then, turned to HCD for guidance.

How wonderful, right? And very appropriate for our HCD/UX/Service Design field.

If you have time, watch and read about the robots. Think about what a world would be like in the future if robots and technology actually behaved in this way. I challenge you to consider why we are in partaking in this industry and to think about what ways you can use this fictional narrative to make what you are currently making more human and healthy for today's world while keeping the future in mind. If we don't start now, we could very well be living in a world where technology dictates our behaviors and way of life rather than allowing our human culture to grow organically while technology serves and evolves with us.

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The Notion of Home

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Night scene at Malibu Beach.

Night scene at Malibu Beach.

I moved to Chicago 5 years ago to attend graduate school and I haven’t moved back to the place where I was born and raised just yet. Perhaps I never will. Part of me feels that if I move back, my adventure book is over and real life will have to settle in – as if real life hasn’t settled in yet. Ha. I don’t know why I feel this way but I do. In the meantime, I've filled my adventure book with many new experiences, people, discoveries, and memories - all of which I would never take back for anything in this world because it has made me who I am today, but I do ponder its value from time to time.

Needless to say, this word, "Home", has been on my mind.

For the first time in 5 years, I went back to California to just hang out. No graduations to attend, no Christmases to construct, no New Years Eve and Day to coordinate. I just went there to hang out – so I hung out.

Los Angeles Freeway where many spend their time if they are a resident of LA. (Of course, it is THE 10 - not just 10.)

Los Angeles Freeway where many spend their time if they are a resident of LA. (Of course, it is THE 10 - not just 10.)

I drove around my neighborhood, my high school, junior high school, elementary school, my play areas during my teens and early twenties, the very first apartment that housed me when I was birthed at Cedar Sinai, the place where I worked as a barista when the economy crashed, and all around Los Angeles. I still can’t grasp all of the emotions that flooded my time there but I will say this – I was comfortable but so out of place, all at the same time. I sometimes wonder if I will always feel this way about Los Angeles.

I was also able to catch up with friends – all of whom I have kept in touch with over the years but life trajectories have taken us in many different directions. Some expressed their feelings of being left behind and some even shared their feelings of wondering whether our relationship fit within the definition of ‘friend’ or ‘acquaintance'. I had encouragement from some, hurt feelings from others, but most of all, I was able to realize and see the evolvement of relationships which is at the core of what we as humans thrive on. Where I am right now with my relationships is different than what it was before – that means life has happened and there is joy in that fact. Where the relationship will go in the future is undetermined – and I must be ok with that as well. Maybe even excited with that fact.

My siblings and I spending time together in NorCal where my brother resides.

My siblings and I spending time together in NorCal where my brother resides.

I couldn't help but snap a photo of this gorgeous woman with San Francisco gracing her background.

I couldn't help but snap a photo of this gorgeous woman with San Francisco gracing her background.

My siblings and I at Twin Peaks viewing center.

My siblings and I at Twin Peaks viewing center.

Even as a nomad, your relationship with how you travel and experience the world evolves. This is a relationship with nature and environments. Even if you are someone who has never left their environment, your relationship with others as you age and encounter different life stages changes and grows you as a person. This is a relationship with your body and immediate surroundings. At the end of the day, it is always about relationships and how you interact and respond to happenings. We grow as humans as we interact with each other and things, recording new memories and recognizing our own patterns of similarities to draw us closer to others who share the same outlook on life.

This sabbatical has taught me to rediscover my roots and to really consider how I have evolved as a person – what my beliefs have been and are now, who I consider "close" in my life, and how much of my past will affect my future if I allow it to.

Beautiful tiles in Silverlake.

Beautiful tiles in Silverlake.

Bustling Intelligensia on Sunset.

Bustling Intelligensia on Sunset.

Lunch at my favorite place - Forage.

Lunch at my favorite place - Forage.

It’s hard to really understand where you come from, why you are the way you are, and to be self-aware if you don’t want to be – maybe even if you do – but I think it is important, as a human of this world, to know who you are so that you can contribute to the world and interact with others in a manner that is true and sincere.

If you look at the trajectory of people who are pursuing passion projects, quitting their day jobs, and taking that bold step into the abyss of the unknown, the count is high and will only get higher. Why is this? I wondered the same thing myself and after some thought, my conclusion is this. We are sick of it and want more for our lives. It is true that our generation is demanding, pretty egotistical, and generally big headed, but it is also true that our generation is more thoughtful, conscious of our environment, and willing to try because we want purpose and intention with what we do.

I commend people who have discovered and resolved to move forward with certain decisions from an early age. Sometimes you meet people in their twenties and they just have it figured out – or at least they seem like they do. I'm actually quite proud to be born in a generation who is unwilling to take no for an answer and to mine a path for themselves. Passion must prevail. Life must have intention and joy.

There's only one problem - that is of loneliness.

When you're that busy and passionate, you walk a line of hurting others in the process - and when you hurt enough people, you will be left alone - or worse, you run the risk of losing yourself. Consistency is a key ingredient in the formula for a healthy relationship and that can come in any shape or form. It just has to be consistent. Is it the happy face upon meeting every few months? Is it a weekly call just to check-in on how each person is doing? Or is it a daily text, 'Goodnight'? Everybody is busy and it requires discipline to keep relationships just like it requires discipline in mastering a medium. It can't be fun all the time but acknowledging that it's part of the formula is an understanding that I feel has finally made its way into my heart.

What I have discovered is that no matter how much the world can satiate your desire to experience new things and enjoy momentary bliss in a new setting, it is always another human who can actually absorb your energy as another human and connect with you in the context of vulnerability. This is no easy task, especially if you are a creative person who is consistently morphing as the creative spirits beckon you - and you, of course, must answer. Must.

Spending time with my adorable and spunky nieces.

Spending time with my adorable and spunky nieces.

So, the moral of the story is this: It really doesn't matter where you are (location wise). Treasure those who ground you (sounds so cliche but it is, nonetheless, true) and be consistent. Allow yourself to feel the heights of joy when new experiences and new people fall into your path. Select wisely. Change with the people you love and be willing to listen and understand. Discipline yourself to master your craft because it is a precious relationship to nurture, but know that the craft itself is not human.

This entry may seem really sappy and you may be wondering, "How does this relate to HCD?"

Well, I'm here to write that this, all of it - however way you want to see it, is how I am designing my life. For the years to follow, until I am able to take another sabbatical, the things I am learning right now will determine the decisions and behaviors of which I will be responsible for in the years to come. I'm creating rules and restrictions for myself to live within and finding intentional areas in which I can allow excessive freedom and creativity. I am researching my past and current experiences to find those insights I can base my future actions upon. I am writing down design opportunities for my life so that I can experience new things that are connected to everything I have experienced thus far. I am leaving room for the beautiful moments of life to occur because committing to restrictions brings a depth of knowing the mystery cloud that intrigues but is never understood by the ever wanderer.

How this will unfold is undetermined and only time will tell.

How will you design your life?

 

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And Then A Hero Comes Along

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Amos Kennedy in his studio reviewing a test print.

I haven't written very much about my letterpress practice but it is a medium that found me a few years ago and I have committed to master everything that it has to offer. It is a very ambitious endeavor but I'm determined to do so. During my graduate studies, I ended my masters with a thesis about Human Centered Design but at the same time, I also produced some prints that have slowly gained some attention. 

The birth of these prints were grounded through research and were also directed by the political climate at the time - I graduated with Occupy Wall Street happening on Michigan Avenue right outside of my school. I'm writing about these prints though because during my research, there was a lot of work within the letterpress world that I came in contact with. One artist who inspired me in terms of the context of what my work would harvest from was work from a man named Amos Kennedy. Needless to say, he is a hero of mine.

You're not going to believe this, but I promise it happened. I have photos to prove it.

During my design residency in Detroit, I also served a letterpress studio by the name of Signal Return. They needed an extra hand for a fundraiser that was coming up, and I had one. On the Thursday before the party, I was in the studio printing - you know, just minding my own business - and then he walked in. 

Now, I'm from Los Angeles and I've grown up seeing celebrities. I don't really get starstruck very often, and I don't mean that statement to be pretentious in any way. I've just learned to understand that even the very famous are very human and would very much like to be treated just like another human. But when I saw Amos, I freaked. The rest of the studio went up to him to talk to him and introduce themselves but I couldn't even leave the Vandercook I was printing on. I just shut down and stared at what I was printing. I'm going to expose myself even more right now and say that there was some hyperventilating involved. OMG. 

After he left, the rest of my new studio mates made so much fun of me. I just couldn't keep my cool! Ugh. The regret I felt over what I had done was over the moon and my heart sank. Why couldn't I just take a breath and muster up the courage to introduce myself? WHY?! Luckily, he was going to be at the fundraiser so I made a promise to myself that I was going to introduce myself and say hello. 

I did it. 

Never have I ever felt jitters like that upon meeting someone who I looked up to so much. Who inspired me to make work that said something - who pushed me to consider the context of my work when it came to society and culture. Who had the same thoughts as I do about race and political structure. 

Amos Kennedy and I. Please excuse me for I am obviously swooning.

Amos Kennedy and I. Please excuse me for I am obviously swooning.

The introduction was a dream. He was kind. He spoke but wanted to listen. I told him about how he inspired me in many ways, that he was a hero of mine, and that I had prints to prove it. He was encouraging and thoughtful. I had to excuse myself early from the conversation (I know... tragic) because I had printing duties, but I told him that I would love a picture with him before he left. He agreed. I wondered if he would remember and hoped that he would - and he did! We took a picture! 

I must sound like a crazy person right now but bear with me - the story gets better. 

The next day, I emailed him just to say 'thank you' for the brief conversation we had and that it was nice to finally meet him. You know - standard jargon that you delete multiple exclamation points from before sending to not look like a wacko - but I snuck in a request to visit his studio if he had time. And he said yes! (As I'm writing this, I'm realizing that it sounds like a proposal. Ha. I don't care. Carpe Diem!) 

My dream came true.

I spent the day in his studio and we talked about many things. Our pasts, views on politics, the condition of the city of Detroit, and so much more. I showed him my prints, read him the book I'm working on, and we talked about life as I tried to absorb all the wisdom he had to offer. He showed me his past prints as well as some that he was currently working on. He also showed me prints from other artists who inspired him.

When I referred to him as an artist, he said this:
 

"I don't like to be called an artist. It creates a barrier between me and other humans."
- Amos Kennedy


I understand the feeling. It took me quite a while to refer to myself as an artist and it is still something that I am uncomfortable with. What happens when you identity yourself as an artist to the outside world is that you absorb all of those definitions that human nature has created throughout history as well as the current landscape of what that word projects itself to be. There is wisdom in his statement - but there is also no denying that he is, in fact, in my opinion, an artist. 

I ended up printing in his studio because I was working on a print for the startup I was serving at the time. He guided the print and his style became very much part of what was produced. It's interesting how spending time with other makers exchanges energy and pivots production to encompass all parties involved. 

I'll stop gushing now and just tell you that Amos is now a dear friend of mine. He even drove me back to Chicago from Detroit and those hours of conversation are ones that I will treasure for the rest of my life. 

But I will leave you with this. We stopped by a bakery and I bought some scones. When we got in the car, I asked him if he wanted one. You know what he said?
 

"No. A scone is a waste of a biscuit."


UX Notes: Amos Kennedy used to be a coder before he found letterpress printing. There are a lot of similarities between technology and letterpress printing and I would encourage any UXers to explore what it means to produce language in a tactile manner. You may find yourself discovering a more advanced method of visuals and interaction. Sometimes, simple is greater than complex.

*Extra points for those who know which song the title of this post is derived from.

More Visual TREATS:

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Detroit: Land of Potential

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I use the words 'magic' and 'magical' a lot. Ask anyone who knows me - they are both some of my favorite words. Ever.

I've been thinking about these words though and I had a thought. It seems a bit insincere to describe something as magical – almost like a cop out. At times it can be misconstrued as lazy and/or non-descriptive. Often, one who is speculative will ask, “Well, what does that mean? Magic, how?” But there are those times when the feels seem to be coming from a mystical space, or when there really is no explanation for certain happenings. This is when, I believe, the term ‘magical,’ is and can be used appropriately. Ladies and gentlemen, Detroit is a magical place – and I will tell you why.

When you think about the 60’s and what an important time that was for our nation in terms of politics, fashion, design, race, drugs, literature, etc., I always wonder if we, too, are living in a time where 50 years down the line, history books will reference material from our decade and use it as a beacon to measure the make of many things. I think that in some spaces/industries, like that of our tech world, this thought has already come to fruition, but to measure the sheer amount of things that happened within the decade of the 60s would be impossible to compare the activity of what is available in 2015. The availability, desire, and the make isn’t quite there. Internationally, it isn’t quite there either. We aren’t suffering from a global famine or depression that clouded the experiences of many generations. You can literally get anything delivered to you within 2 days - or rather, 2 hours.

The reason I bring this up is because there is a city that almost captures the entire measure of possibility poised in the 60s and that city is… you guessed it – Detroit.

That’s a pretty bold thing to say, no? I agree. I wondered whether or not I should write such a thought that is gasp worthy. It’s like when my brother stated that the new Alabama Shakes soundtrack, 'Sound and Color,' was the best soundtrack of 2015. “Blasphemy.” I said, “You can’t just say stuff like that. Taylor Swift’s album, 1989, is damn good.” And then I heard it from beginning to end and decided that it really is pretty amazing. I hate it when I'm wrong. I'm such a sore loser.

Anyway, perhaps my experience in Detroit has skewed my vision of what I am about to say (and that is precisely why User Experience is so important), but I won’t make my UX notes until the very end of this post. I will say, however, that what I lived through in the two short weeks of my stay in Detroit was as blissful as fresh cotton candy.

There are 3 things: The physical city structure, the people, and the political climate.

An image of Corktown on a Sunday afternoon.

An image of Corktown on a Sunday afternoon.

1. The Physical City Structure

Right now, a city that was built for 3 million people is currently inhabited by 750,000. An urban landscape like that already calls for curiosity. The feeling of physical emptiness is something that I believe everyone should experience and although I don't think you should just tour Detroit, I encourage you to go and just sit - preferably by yourself. Feel the emptiness of a city that has been abandoned and begin to imagine what it was like and what it could be like. 

For me, a whirlwind of things came to mind. In one of my imaginations, I placed the magic of Motown and saw the hustle and bustle of well dressed people enjoying the pleasures of life without a care in the world. In another, I saw the important business meetings that were occurring within the automotive industry which drove America's great invention to the spotlight of almost every country's news stand around the world. Martin Luther King, Jr. also came to mind as I was able to more accurately place where the 'Walk to Freedom' speech rang to and from the streets of Detroit. Rosa Parks was there too - badass interventions and all.

But now it's empty. Everyone left. This, to me, is worse than actually building a city. It's like throwing away food - the act should be painful. So, if we were to think of a city as food, Detroit is a garden full of ingredients that policy makers, industry leaders, artists, activists, and the list goes on, can begin to cook a feast with - with unbound creativity. And if it all goes right, Detroit could be a model city that other cities in the United States could look to for advice. The key will be to thoroughly study the successes and mistakes of other cities in history and to conduct small prototype-like experiments on what might actually make a city in America better. The risk is this: It can either go really well, or it can go very poorly. There is no middle ground. 

 

Metropolis Bike Shop in Corktown.

Metropolis Bike Shop in Corktown.

2. The People

Watching people is probably one of life's greatest gifts. No - not in the creepy way that some of you may have just interpreted it, but in the piecing together way of understanding a culture that can be then be described on paper from an anthropological perspective. Sheesh people. Come on. :) Side Note: I fundamentally believe this is why one must travel. It doesn't have to be to another country but even to neighboring towns - this not only brings self-awareness but also births inspiration.

During my experience in Detroit, I not only met a group of people who I can already call my extended family but from a community perspective, I experienced a lot of eye-contact and simple 'Hello's' from random strangers. I thought this was strange at first not only because of its sheer existence (I'm from Los Angeles where ignoring people is the norm) but these interactions had one thing in common compared to many other cities I have visited - and that is sincerity. What I noticed is that the scarcity of people in Detroit as well as the condition of the city of Detroit, has created a culture of human acknowledgement and small encounters that are just as connective as a 3 hour long chat with a friend with coffee in hand. What beauty, no?

I thought about why this behavior exists and what I have found is that the people of Detroit, those who have been born and raised there as well as those who have made it their home, are perhaps under a level of survival mode. I could hear silent voices whispering, "You must acknowledge one another. You must depend on each other. The others have left us and they aren't coming back. You are all we have." I could be totally wrong but I do believe that there is a level of truth to my analysis. When you're in survival mode you see extreme behavior which is something that Detroit is no stranger to. As much kindness I received from gentle strangers, there was just as must violence in the neighborhood next door. 

 

This image is from some steps of a home at The Heidelberg Project.

This image is from some steps of a home at The Heidelberg Project.

3. The Political Climate

When I met a few of the people I was going to be working with for the first time, they educated me on several things that would prep me for my stay. One statement rang truer and stronger than others and it was this:

"If you're going to live in Detroit, you have to be willing to talk about Detroit. All the time." 
- Adam + Lena Selzer

I'd like to bring attention to this fact only because this is the kicker for how Detroit can and will change - and, quite frankly, the fact that everyone wants it to change. Politics as we know it is in shambles right now but when humans are presented with devastation, one of two things can happen. The ill-willed politicians can arrive and push an agenda that has a manipulative and underlying benefit for another population; or a community can rise up and write their own story if given the opportunity and the tools to do so. To the people, from the people. 

During my stay, Grace Lee Boggs passed away. I'm not quite sure how the community of Detroit felt about it only because I didn't hear a lot of people talk about it. I didn't have a TV so news reports weren't really spouting information to me about this either. I did have the internet though and there were several articles written about her physical and spiritual departure. What did this mean for Detroit? Something in the air was fishy and I feel as though her departure may have been a wake-up call for the city to use as inspiration for the future. Her writings on politics and new societies will be even more precious because of her death and perhaps the city will consider acting upon her wisdom and knowledge. Maybe Detroit needed her spirit to leave in order to become what she wanted it to be.

The fact that our U.S. government made an investment into the city of Detroit is reason enough to know that in the game of politics, all eyes are on Detroit. Who will make the first move? Who will be the leader of change? Who will be the villain in the story? Can Detroit actually become a great city again? I suppose time will tell.

Maybe this was a honeymoon stage of my relationship with Detroit. Perhaps there is so much more that I didn't see and this entry is absolutely invalid. What I do know, though, is that I am shaped by my experiences which are now shaping my thoughts and expectations about Detroit in a personal way. I cannot stress the fact that this is why UX is so critical to our lives. People make decisions based on what they know and have experienced in the past - as well as whether or not they feel safe enough to experience something new and different in the future. As a UX professional, what will you consider when you are designing your next experience? 

From what I have seen, there is so much potential for this city. The hardest part of something that has potential is that most of the time, the thing must meet its appropriate nurturers to correctly lead it up to where it can reach. On the flip side, the thing must recognize its nurturer and commit to struggle through the pain of growing into something it wants to be. It would be an atrocity to see Detroit go into shambles again especially when the potential is so high. America has never had a city that hasn't disappointed its citizens and the problem most likely exists within the larger government. The thing that I can't get out of my mind though is, "How has Helsinki, Stockholm, and Copenhagen achieved such greatness in their constructs of their environments? If they can do it, aren't there ways that we can? Why must we always be so reactive rather than proactive with our communities?"

Can HCD and its various forms help Detroit? If you'd ask me, I'd say, "Absolutely."

More visual TREATS:

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Unexpected Kindness + Opportunities

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Update: I have not yet gone back to a full-time job. I decided that 2 full months was not enough time for my mini-sabbatical and that I needed a bit more time. I have chosen to design my life in this way right now and we shall see what comes from it. I will write a full post when I take my next steps.

Pictured here are Jen and Jo from Starshaped Press. Two people who are very near and dear to me and who have been incredible encouragers and friends.

Pictured here are Jen and Jo from Starshaped Press. Two people who are very near and dear to me and who have been incredible encouragers and friends.

This decision, magically, has done wonders for me so far and I have met, been introduced to, and created many new personal and professional relationships that I probably would not have encountered had I taken on full-time work instead. 

What I have realized through the meeting of these new folks, especially those in my field, is that I am beginning to see glimmers of hope in the context of possibilities again. I have to confess that in the past few years, I was a bit nervous and unsure about where our industry was headed. My thoughts included:
 

"Where is this going? Is it working? How can we make this better? Will this even make a difference? Why do certain groups just not care? Do I still care?"  


What I failed to realize is that I didn't have a strong network of supporters/encouragers in my field, outside of first degree work connections, that I could lean on when times were tough. I can absolutely say that building this for myself right now is a lesson learned and what I hope is not regrettably too late. 

I have met a lot of people even in these past few weeks and something that I have thoroughly enjoyed experiencing and deeply appreciate from the bottom of my heart is just genuine kindness and encouragement. I know that not all folks are like this but when you do get to encounter these moments, your faith in the world sort of restores itself bit by bit and it gives you enough oxygen to keep trying. I really do believe that the universe has its own way of supporting you when you least expect it and what I love about it is that you never know what shape or form it will arrive in.

This is all to say that these relationships have led me to an unexpected opportunity that is really exciting. I'm really hoping the stars align on this one. 

I have to write this: There is something about this opportunity that feels different. I can't quite put my finger on it but it feels sort of like real magic. Stay tuned.

Anyway, I am thankful for my community and it spurs me to offer encouragement towards others who may need it more than me. Feeling down on UX? Hang out with your UX community and I guarantee you will feel better.

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A UX Lesson in Baby Carrots

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Baby Carrots are not actually babies in their Carrot families. They are adults that didn't make the 'good looking club' only to be cut down and shaved into something that doesn't even exist naturally IRL. 

I discovered this fact a few years ago and I think about it from time to time. When I pass by a bag of 'baby carrots,' my heart sinks and I spend about 7 seconds thinking about what their true expressions of form would've been before being tossed into the 'not good enough' corner and then forced to take the same shape as the rest of their fellow rebels. I still always buy a bag to snack on later. Nom nom.

I've been cooking a lot more lately and have actually had to purchase real, adult carrots for recipes. When I meet them in their stacks at the market, they seem so boring. They're all straight, tall, some are chunkier than others, but there's no variety to what I'm looking at and on top of all this, they're dirty and need to be peeled. Ain't nobody got time for that. What's so special about these ones anyway?

Every now and then I'll meet one with a little flair of character that has snuck into a pile on display for the world to see. I tell it, "Show'em who's boss you badass carrot." When I go to the farmer's market, I see the ones who had so much fun in the soil that it's a miracle the gardeners even knew to categorize them as carrots. (Apparently, carrots can throw raging parties where they wrap around each other and end up looking like corkscrews. Party animals.)

Google search of 'carrots twisted.'

Google search of 'carrots twisted.'

However, when I started to use carrots in my cooking, I as a user of carrots began to appreciate the reliability of the straight and uptight, boring carrots. They were easy to peel and chop, tasted richer in flavor, and according to The Carrot Museum, they are richer in nutrients when they mature the way they are supposed to mature. 

What I'd like to point out here is not that there is a Carrot Museum in this world (what?!), but that as designers in the UX world, sometimes it is best to leave certain components alone. If they are reliable, simple, and satisfying, focus on another aspect that actually needs some change and help. Use your reliable, simple, and satisfying feature to gain trust from your user and anchor your extended experimentations on the foundations of what works and what will, more likely than not, always work. Use it as the stable ingredient in your larger recipe for service delivery and/or digital feature.

As an artist and designer, I like to change things up. A new way of doing things brings fresh perspectives and intentional awareness is heightened when engaging in a novel interaction. You can spice things up every now and then just to keep the user engaged but remember that your experience, as fancy as it can be, will always be an ingredient to a human's larger soup of encounters s/he experiences every day. 

It's hard not to make your UX/Service design shine brightly to stand out from the crowd but I think there is something to be said about being the same, boring yet reliable service available for people. No nonsense. Just a basic and nutritious ingredient to a user's journey throughout his/her day.

Steadiness is a virtue. Perhaps 'baby carrots' would agree.

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Shine Theory

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While I was tidying up my place for a week using the KonMari Method (you can read about it in this blog post), I harnessed my boredom moments by listening intently to podcasts throughout my activities. I had a lot to catch up on since I was so busy the first half of this year so I had plenty on my queue. 

I finished all of it. 27 Radio Lab episodes, 13 This American Life sessions, and 11 Stuff You Should Know blurbs. IKR? Counting all of that makes me feel like I overdosed in one way or another but it feels good to be 'caught up' on the stations I subscribe to. I was now up to date.

But then the terror swept in. I wasn't done tidying and needed another podcast to listen to. Marie Kondo, the author of the book I was using to tidy my apartment, forbid me from watching TV episodes throughout the process so I was panicking even more. I googled, sampled, and even tried out some of Apple's podcast Top Charts list as well as their Featured list. My heart was into nothing. I took a pause from tidying and even went for a walk while testing out some more podcasts. 

And then I took a chance on CYR: Call Your Girlfriend. Two long distance besties who met in Washington, D.C., live in different cities, and take time to talk to each other once a week on all things politics, Beyonce, feminism, current events, technology, and so much more. After listening to their pilot episode, their voices and reasoning over debatable opinions became addictive and oh so refreshing. If you have not yet listened to this podcast, especially if you are a lady, I guarantee you will love it. Well, I suppose it depends on where you fall on a spectrum of topics, but if you have any respect for women in our generation and workplace, you will gladly find yourself saying, "This is true. I agree." or "Wow. I never thought about it like that." throughout the episodes.

These girls have it. I don't even know exactly what it is but I feel as though that they understand what it means to talk about topics that are ever evolving - especially the hard ones that deal with feminism and every perception that exists when the delivery of a political message/opinion is unsuccessful or successful. They're funny, smart, and incredibly sharp as they articulate their thoughts throughout each episode. Their agendas are also sprinkled with lots of pop culture which keeps things interesting and entertaining. Any podcast that can talk about Ruth Bader Ginsburg (a.k.a. the Notorious RBG) and then riff on Kanye and his artistic troubles will always have my ear. 

The greatest reason why this podcast should go down in the history books is because they have introduced Shine Theory to the world.

So, what is it? It's this simple.

"I don't shine if you don't shine."


Although this applies to a lot of situations, genders, and identities, this theory is spoken directly to women in the workplace. I will be the first to say that we have desperately needed it.

Personally, this has opened my eyes and committed my heart to pursue remembering and acting on this theory throughout everything I do, but I am so glad that it is aimed at the context of us ladies while we work. I have seen countless amount of times where women have done the opposite - almost as if they were saying, "If I don't get it, then you can't either. Over my dead body." I have worked with and known women who think this way and it is exhausting. It's also really easy to absorb this misery and become the perpetrator of the same kind of actions - misery loves company and revenge is sweet for a reason.
 

But even if it were somehow possible to objectively evaluate all of our female peers against ourselves, it’s worth asking why we’re spending all this time creating a ranking system in our minds. When we hate on women who we perceive to be more “together” than we are, we’re really just expressing the negative feelings we have about our own careers, or bodies, or relationships.

Here’s my solution: When you meet a woman who is intimidatingly witty, stylish, beautiful, and professionally accomplished, befriend her. Surrounding yourself with the best people doesn’t make you look worse by comparison. It makes you better.

- Ann Friedman, Call Your Girlfriend: Thesis


What I love about this theory is the fact that not only is it absolutely true (proof is in the plethora of other theories that are along the same lines but aimed at different contexts), it's the first time that there is actually a thoughtful theory by and for women to help other women direct their behavior in a positive way. When something is theorized and solidified as an actual thing to philosophically take into consideration, it pulses in its radar and beeps until it is acknowledged and either agreed to or rejected. It also helps that Taylor Swift's squad goals are heavily marketing this theory IRL. 
 

why

because true confidence is infectious

because powerful women make the greatest friends

because people know you by the company you keep

because we want the strongest, happiest, smartest women in our corner


- Call Your Girlfriend: Why


I guess all I can say is THANK YOU Ann Friedman and Aminatou Sow. You have both created a platform for ladies to choose to be a part of and identify with which is more than comforting. 
 

UX Notes: Although Shine Theory is used mainly for women in the workplace, the reason why it exists at all is primarily because women in the workplace are a minority population that is struggling to find a voice and seeking to appropriately navigate its growth for years to come. The UX discipline is new and also a minority population in a lot of contexts - especially in large corporations and places where the word 'design' is still cringe worthy. As much as we want our UX discipline to solidify itself, have a backbone, and be the answer to the very many problems that exist out there (because it is that great!), let's partner with those who think of us as rivals and use Shine Theory towards them. More likely than not, they are probably Outsider UX folks and you may find that you have more in common than you think.

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Service Design Conference // Chicago 2015

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The topic of service design has come up the past couple of years and I find it fascinating how quickly these two words are gaining popularity and acceptance in even the largest of institutions. UX was, and still is, not as generously accepted when introduced and I have a theory about why this may be the case.

My theory is that because the word, 'Service,' has humble connotations and is cognitively associated with actions related to hospitality, food industry, and depending on what kind of service you've ever received, it is generally accompanied with kindness and a smile. This word is also viscerally more accepted as something to consider and be curious enough to look into when mentioned. It is non-threatening in its introduction across many contexts and specifically in political contexts, it can also be quite powerful as it subtly comments on working class labor and ethics. It kind of just slides right into our vocabulary and this ability is not to be taken lightly.
 

Service Design Panel discussion at the end of day 1.

Service Design Panel discussion at the end of day 1.

Let's take a step back and compare 'User Experience' and 'Service Design.'

Some argue that they are different, some say that they are from the same family, and some just don't even know what to do about either of them. This is partly due to our industry's lack of firm definitions at times which allows it to be more inclusive to newcomers and gives room for more creative ideas but this is also destructive in our current business landscape because we don't look put together and decided.

From a larger HCD perspective, the principles and philosophy behind who you are designing for is one and the same. Both are pursuing the goal for a better user/customer/human experience. However, the beauty and revelation of this split that will inevitably grow and be more definite in the future is that it streamlines and organizes new design ideas and improves production flow to look more holistically at the human rather than quick fix moments. Not to say that this isn't being done in several UX circles right now, but I guarantee those UX circles can be draining at times while tethering between different hats that are undefined and nebulous.

The best way that I can explain this is through something I learned in my college anthropology studies. In anthropology, there is a separation/distinction between a person's status and the roles they take on within that status. People can have different statuses throughout the day but each has a set of roles that the human knows to act upon while assuming that particular status. This is why elevators are interesting because there is no set status or role - awwwwkkkkwaaarrrddd. 

Examples:
When I get into my car, I have the status as a driver. As a driver on this particular day, I must pay attention to the road and push the gas + brake pedals while obeying traffic rules until I get to my destination. Those are my roles while I take on this status. 

When I get into my partner's car, I take on the statuses as the navigator and passenger seat companion. As the navigator, my role is to look on my phone and use my vocal chords in an audible fashion to tell my partner what turns s/he needs to make to get to our destination. As a passenger seat companion, my role is to also play music that is appealing to both my partner and me. 

So, why do I bring this up? Statuses and roles are innately how humans move about their lives - both physically and emotionally. We need this distinction and acknowledgement in order to better our industries and tribes. I believe that to some degree, 'Service Design' comments and works to juggle the different statuses humans take on while 'User Experience' comments and deciphers how to make tasks demanded by roles to be more efficient, pleasant, and useful.

You can't separate these two industries just like you can't separate a status and its role but acknowledging its separation and interdependence not only gives a nod to the anthropology community but also encourages and makes clear how to produce and operate these carefully designed moments - both internally and externally.
 

Anyway, the Service Design Conference in Chicago was fantastic. Here are 3 reasons why.

Erik Flowers walking us through a stellar workshop.

Erik Flowers walking us through a stellar workshop.

1) The speakers actually cared and spoke from the heart.

I don't know how else to expand on this but that every single speaker genuinely came to talk about what they had been experimenting with, what their struggles were, and how they were proceeding to do more service design work. Erik Flowers from Intuit and John Tuck from TrunkClub were some of the hilarious ones who you couldn't help but befriend, and Dianna Miller from Syracuse University anchored the hearts of every single audience member as she gave courage to designers in the room to share and extend their experiences. 
 

2) Attendees bonded over the challenges they faced and offered little case studies of their own to help others. 

You could almost feel the love and depth of care that lived in these stories while people began to share what they were going through in their organization. It was sort of therapeutic in a way and it even encouraged me to share the struggles of implementing design in a large corporation that, like many, just thought it was all about making it pretty. This was a safe place to share your struggles and also to proclaim what works. One of the biggest realizations for me was how necessary it was to come together and share these experiences - it brings back perspective and endurance to achieve the design goals I think every HCD designer cares about.
 

3) It was just large enough, the venue was enabling, and it was branded to be an experience that held together on its own. 

Sometimes I think the best service designers can be found in event planning industries. It is not an accident when they design seating a certain way, choose the kind of snacks people can select from, and how loud microphones are tuned to be. Putting on an event is no easy task and these guys nailed it. Everything was really seamless but simple. No super fancy things but just enough to make little moments feel special - like when they gave you your lanyard with a color coded dot on the workshop you selected. The amount of people there were just enough to make it diverse but not feel too overwhelming. To cap an audience count is design decision as well - but I'm sure you already knew that. :)

George Aye presenting the Chicago Public School Cafeteria project that I along with a group of designers helped design.

Service Design artifact from our workshop with M. Felix.

Service Design artifact from our workshop with M. Felix.

John Tuck from TrunkClub

Michael Felix leading us through a hypnotic workshop that was filled with meditation.

I really do feel as though I made some great relationships at this conference. I even reconnected with a professor of mine with whom I served on a project. It's strange how the world churns design circles and I'm really glad I made it out.

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Tidying

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On the flight from Copenhagen to Chicago, I read Marie Kondo's book, The Life-Changing Magic of Tidying Up: The Japanese Art of Decluttering and Organizing. I couldn't sleep at all during the flight so I plowed through the entire thing - and I'm so glad I did. 

I started my sabbatical by cleaning out my apartment but after reading this book, it seems as though I had only just dusted my shelves. Lady Marie is hilarious in the way she goes about talking about one's home and belongings, so for the pure joy of reading someone else's thoughts about belongings, this book is a must read.
 

"But when she pulled open her sock drawer, I could not suppress a gasp. It was full of potato-like lumps that rolled about. She had folded back the tops to form balls and tied her stockings tightly in the middle.[...] I pointed to the balled-up socks. 'Look at them carefully. This should be a time for them to rest. Do you really think they can get any rest like that?'"
Excerpt From: Marie Kondo. “The Life-Changing Magic of Tidying Up.”


Beyond the great representation of your belongings having a life of their own, Kondo does a great job of allowing you to follow through with her advice and thought process by encouraging you to ask yourself, "Does this bring me joy?" 

I documented some of my process but the biggest eye-opener for me was the realization of the sheer amount of things I possess in my little apartment.

All of the books I own in my apartment were laid out on my dining table. I love books with all my heart and this was the category that was the hardest for me. (Do you see my dining table bending a little? Ha.)

There were joyful + painful moments as well as lots of memories flooding through my thoughts while completing the process of tidying my apartment but after I completed it, I felt new, refreshed, and cleansed.

Total bags tossed into the trash? 15. I know. I couldn't believe it either.

One of the things that Lady Marie advises to do is to "[visualize] the ideal lifestyle you dream of." The one thing I had always wanted to do was to reorganize my bookshelf as a color gradient - because, why not?! Being a visual person, sometimes I won't remember the name of a book that I'm thinking of but I know the color and can see the cover in my mind. So, naturally, this way of organizing my books makes sense for me.

This process of tidying was probably one of the best experiences I've ever had. Kondo states in her book that it would also teach you to edit out other things in your life and I think that this is a true statement. 

As a UX designer, it already gives me a new perspective when it comes to choosing hierarchy of information, process flow, and editing material out. If you're in the industry, ask yourself, "Will it bring my user joy?"
 

UX Notes: Designing experiences should be done with the user in mind but what happens when you have multiple kinds of brain processes accessing the same material? Filters can be a point of contention with content managers and designers but having visual filters may be a feature that many have not yet experimented with but could provide another way for others to naturally find what they need. Hey Amazon - what if you had book cover color filters in your search process? I'll bet that your sales would go up (even if it's a little margin) and that you would have die hard, loyal fans.

 

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Anne Nowak

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Before I left Copenhagen, I went to go visit my new, extended tribe at Alhambra & Sons for a second time. There was one artist in the studio whose space I was very drawn to - you can see some photos of her spot in this blog post. I wasn't able to meet her the first time I visited but I was able to meet her this time around.

Her name is Anne Nowak and her work is: oh, so fantastic.

Interesting fact: the studio that I saw a week before my second visit was not the same studio that I walked into this second time around. There was new work everywhere and there was a productive energy that you could feel was charging the space.

I was originally interested in talking to Anne about some cyanotypes that she had made called 'Dead People's Flowers.' They are beautiful prints created with the process of her going to graveyards and collecting flowers that were thrown out after they had wilted or died. I wanted to purchase one if I could - turns out that she wasn't selling them quite yet because she had some shows the collection was going to tour. (It was recently featured in NYC at Armory Week and has since been gaining a lot of interest.)

There was also another piece that I was interested in taking home with me and it was that of a moon. I loved this piece the moment I saw it and wanted very much to make it a part of my life.

This is a White Moon print from Danish artist, Anne Nowak, and you can purchase it here.

Coincidently, Anne was producing her print, Haze, and was planning on making some White Moons as well. I asked her where I could buy her print and she told me the name of some stores but then offered for me to purchase directly from her. More often than not, anytime you are able to buy directly from an artist, it benefits them more than if you were to go through a store - so, of course I said yes. 

We talked quite a bit and she went on to make her first 'White Moon' of two that afternoon. 

Prepping for 'White Moon.'

Anne Nowak inspecting her 'White Moon.'

I started to talk to her more about her recent flood of productiveness and she explained to me that she was just so inspired by NASA's photography of planets and space that she had to do something about it. I know the feeling. When you're inspired, you have to ride that energy otherwise you lose it and it leaves you to wallow in regret for a while. 

Anne showing me her 'Black Moon' print where the whole process is reversed.

Prototypes of work where you can see her inspiration take effect. What I would do to have these, I do not know!

When Anne decided to work on the print I would take home with me, it got really quiet. During the making of the first moon, she was describing all of the components that were going into it: the spray paint, the kind of paper she used, her template, etc. but the entire time this moon was in production, there was a mysterious cloud that silenced the both of us.

Anne preparing to wrap up my 'White Moon' on the bottom right.

We looked at it after it was done and compared it to the first one.
 

"It's darker in its energy," she said. "Maybe it's because I was making it for you."


I laughed. I am known to have interest in dark energy so I'm glad she was able to pick up on that. It was almost as if she felt who I was and translated it into one of her many versions of her moons. Fascinating, no?

This art piece is something I will cherish and always keep close - not only because it is visually pleasing but also because of the story that comes with it. I fundamentally believe that as much as we are automating a lot of services through technology, we as humans will crave craftsmanship and personal interaction as time goes on. So, if you haven't already, find some artists, spend time with them, and invest in their craft. You may learn a thing or two about your own skills but they may also reveal things about you that you may not know.

Moral of the story is that Anne Nowak is a fantastic artist and it was so lovely to meet her and spend time with her in her studio space. Follow her on Instagram and check out her work on her site. 

Service Design Notes: More and more, people are wanting to know how something is made rather than just being given product. To demonstrate process is a great way to design services because there is an underlying educational component the service receiver is also receiving. It keeps users engaged throughout the process and the end service that is being received feels more satisfactory and goal-like.

More Visual TREATS: