You are not your user

You are not your user

There’s an adage in the interface design world: You are not your user. Sage advice, yet I see companies forget it repeatedly. Last week while participating in BDNT here in Boulder, one of…

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Do, Rather Than Tell

Do, Rather Than Tell

Sometimes you just have to throw it against the wall to see what sticks. That must be United Airlines’ sentiment about safety videos. If you fly regularly, you’ve probably noticed the…

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Using consistency to set expectations

Using consistency to set expectations

Like many businesspeople, I spend a good amount of time in and around airports. While airports don’t necessarily create consistent experiences between cities, organizations that spread across airports (i.e., airlines, security agencies)…

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