Mon, 22 December 2008
Gerry Gaffney interviews Shawn Henry about the release of the Web Content Accessibility Guidelines V2.0 (www.w3.org/TR/WCAG20/).
A transcript of this episode is available at www.uxpod.com.
Note that the User Experience Podcast is now hosted within the Information & Design website (www.infodesign.com.au) - and it's searchable.
Wed, 24 September 2008
Gerry Gaffney interviews Ginny Redish about the communication needs of web users, about whether those needs are changing, and about how to meet them.
"It's not about the words," says Ginny, "it's about helping people accomplish their goals." She says that this has led to a change from command-based to task-based communication.
Ginny's book is "Letting go of the words: Writing Web Content that Works" (tinyurl.com/3m5fee).
Ginny mentions the forthcoming book by Caroline Jarrett and me - that's "Forms That Work: Designing Web Forms for Usability" (tinyurl.com/44muxd). In the interests of full disclosure, I must point out that both books are in the same series.
Ginny also refers to "Christensen"; that book is "The Innovator's Dilemma" (tinyurl.com/4otvnq).
"Older Wiser Wired" (aarp.org/olderwiserwired) is at the American Association of Retired Persons (AARP). An article by Tom Tullis of Fidelity Investments about designing for older users (tinyurl.com/537ooa) is also online there.
Gerry mentions a previous episode with Dave Grey of Xplane (www.uxpod.com/index.php?post_id=238707).
(References to individual books on this website are links to Amazon.com - we earn a small commission on any purchases you make on following such links).
File size: 3.41MB
Mon, 21 July 2008
Gerry Gaffney interviews David Jaffe about customer service.
David talks about the "bizarre myth that the head of customer service is responsible for customer service", and the problems that arise from treating customer service as a cost centre.
He tells us that resolution, not handling time, is what matters.
David asks: Why do companies spend millions of dollars on customer research but not learn anything from the day-to-day interactions they already have?
He talks about how inappropriate measures result in the the wrong behaviour from front-line staff, and what happens when IT or Marketing departments have to take responsibility for the problems they cause?
David also tells us about how Amazon melts the "snowball" of repeat contacts.
David's very interesting book (co-authored with Bill Price) is "The Best Service is No Service" (tinyurl.com/68mtbu).
His company is Limebridge (www.limebridge.com.au)
The UK company whose customer service David praises is egg (new.egg.com)
File size: 4.69MB
Thu, 26 June 2008
Gerry Gaffney spoke to Sam Ng from Optimal Usability in New Zealand
Sam is responsible for OptimalSort, an online card sorting tool (www.optimalsort.com).
Sam speaks about the challenges of balancing user-centred design practices with the need to meet deadlines. Do small development teams really need to use personas?
Sam says software can be "too convenient" if we rely too much on stats to "spit out" answers.
Sam mentions some other products:
GoTo Meeting (www.gotomeeting.com)
Google Analytics (www.google.com/analytics)
Crazy Egg (crazyegg.com)
BaseCamp (www.basecamphq.com) from 37 signals (www.37signals.com).
Thanks to Jo Eaton for the photo of Sam.
And apparently if Optimal Usability were a person it would be Jackie Chan (en.wikipedia.org/wiki/Jackie_Chan)
File size: 2.92MB
Sun, 27 April 2008
Gerry Gaffney conducts a wide-ranging interview with Jakob Nielsen.
Is web usability where it's at? Does usability have a say on climate change? Why is the keyboard so popular?
Jakob talks about having data propagate to multiple devices, about why government agencies continue to apply an outdated "waterfall' model, and about how usability can make developing countries rich quickly and thus improve the environment.
He talks about the need to make things easier if you want people to do those things, about future directions in user interaction, and about the need to start small if you're budget-constrained.
Jakob Nielsen's website is useit.com (www.useit.com)
His company is the Nielsen Norman Group (www.nngroup.com).
Jakob refers to Microsoft's Ray Ozzie (www.microsoft.com/presspass/exec/ozzie/default.mspx) and Groove (www.openp2p.com/pub/a/p2p/2000/10/24/ozzie_interview.html).
He also refers to the anti-mac interface (www.useit.com/papers/anti-mac.html).
Jakob's forthcoming event is usability week (www.nngroup.com/events/).
Jakob's excellent books include "Usability Engineering" (tinyurl.com/4lsfdv) and "Designing Web Usability" (tinyurl.com/5ymz5t).
Thu, 20 March 2008
Gerry Gaffney spoke to Luke Wroblewski, Senior Principal of Product Ideation & Design at Yahoo! about what web designers can learn from the world of product packaging, about 'unpacking' as a metaphor for registration, and about embracing the fact that your content will be clipped, cut, copied and embedded.
Luke's forthcoming book is Web Form Design - Filling in the Blanks (www.rosenfeldmedia.com/books/webforms).
Luke's company is LukeW Interface Designs (www.lukew.com); his blog is Functioning Form (www.lukew.com/ff).
Luke mentions Jumpcut (www.jumpcut.com).
The design patterns mentioned are from Yahoo! (developer.yahoo.com/ypatterns), Jennifer Tidwell (designinginterfaces.com) and Martijn van Welie (www.welie.com/patterns/index.php).
Gerry mentions a previous podcast episode (uxpod.com/index.php?post_id=122094) with Ken Carroll from ChinesePod (www.chinesepod.com), who spoke about edge competencies.
We also mention CHISIG (www.chisig.org) and the VALA conference (www.vala.org.au).
And the beer Luke discovered in New Zealand is from Mac's brewery (www.thebrewerybar.co.nz/shed-22-brewing-company).
File size: 3.54MB
Tue, 11 March 2008
Gerry Gaffney spoke to Patrick Kennedy from Step Two Designs in Sydney (www.steptwo.com.au) about mentoring.
What are the benefits - and the pitfalls - in mentoring?
The book Patrick mentions is The Tao of Coaching, by Max Landsberg (tinyurl.com/yt8kaj).
(Our book links go to Amazon, and we get a small commission from books sold in this way).
Check out Patrick's Point of View blog (www.gurtle.com/ppov).
File size: 2.93MB
Tue, 26 February 2008
Gerry Gaffney spoke to Patrick Larvie, Google's Manager of User Experience Research.
Patrick reveals Google's secret - rapid user feedback, early and often.
He also talks about the influence of culture on technology.
The book Patrick recommends is Karaoke Nights: An Ethnographic Rhapsody, by Rob Drew (tinyurl.com/2ewbft).
There was also a reference to the Google Image Labeler (images.google.com/imagelabeler).
Gerry concluded with a plug for Information & Design's usability training
courses in Melbourne (infodesign.com.au/training/courseschedule.asp).
File size: 5.92MB
Sun, 17 February 2008
Gerry Gaffney spoke to Floyd Mueller about his work with exertion interfaces - where the world of video games meets the sweat of the sportsground, and where you can jog, box or play ball with people in distant locations.
Floyd discusses the impact of the Nintendo Wii, and how the lessons to be learned from sports psychology can be applied to video conferencing tools.
He explains that in virtual table tennis, the player puts meaning in the ball by imparting spin and force; the game carries meaning through the network; and the meaning is what matters for engagement.
For interesting videos and more, check out Floyd's website (floydmueller.com), exertion interfaces (exertioninterfaces.com) and 'Remote Impact' at the distance lab (www.distancelab.org/projects/remoteimpact).
File size: 5.28MB
Thu, 24 January 2008
Gerry Gaffney spoke to Dr. Sofia Celic of Vision Australia (www.visionaustralia.org.au) about issues faced by the visually impaired and others.
Sofia says that a knowledge of accessibility should be "in any serious developer's toolkit".
Two screen readers were mentioned - Jaws (www.freedomscientific.com/fs_products/software_jaws.asp) and Window-Eyes (www.gwmicro.com).
OzWAI (www.ozewai.org) is the Australian Web Adaptability Initiative.
Sofia mentions the Australian Human Rights and Equal Opportunity Commission (HREOC) (www.hreoc.gov.au).
Microsoft has case studies and videos online (www.microsoft.com/enable/casestudy/default.aspx).
Sofia is also involved in the ongoing development of the Web Content Accessibility Guidelines (www.w3.org/TR/WAI-WEBCONTENT).
File size: 2.47MB
Fri, 11 January 2008
Gerry Gaffney spoke to Daniel Szuc in Hong Kong about the state of usability today. Although we were on the 22nd floor, in the background you can hear the sounds of the Hong Kong traffic.
Daniel's company is Apogee (www.apogeehk.com)
The Usability Toolkit is the one Gerry and Daniel co-authored (www.theusabilitykit.com).
UPA is the Usability Professionals' Association (www.upassoc.org).
Disclosure: Gerry and Daniel have various commercial connections.
File size: 6.24MB