Websites that are too transparent about what they know about you?

Posted on Nov 13, 2017

I’ve started to see websites try to be more transparent about user data. A website I visited recently had a profile page showing all the pages i’d viewed and all the reviews I’d left. Initially, I thought this was a strange feature. Why do I want a record of what i’ve seen? I tried the […]

Surveys: you’ll get the wrong answers if you ask the wrong questions

Posted on Oct 30, 2017

I took a bus tour on the weekend and at the end they asked all the visitors to fill in a survey about their experience. That in itself said to me that they care about the experience of their guests, or at least that they would like to know how well the service is doing. […]

Concept: reassure people with OCD that their door is locked

Posted on Sep 20, 2017

I’m a bit OCD when it comes to checking that my front door has been locked. I couldn’t even count the number of times I’ve returned to my flat after leaving only a few minutes earlier just to check that i’ve locked the door properly. 99 out of 100 times it has been locked, properly. […]

Phone rings

Posted on Aug 12, 2017

I first discovered phone rings in China. Phone rings are little attachments you stick to the back or your smartphone and put your finger through it so that you have a better grip of your phone. They were everywhere in China. It got me thinking about where iPhones started and the user need for them […]

Technology so smart you now need instructions

Posted on Jul 30, 2017

I would say I’m usually pretty confident in knowing how to flush a toilet. But recent changes in toilet flush designs have got me flummoxed. So much so that places that have these toilets have started to include instructions. how do I use this? The interaction design of these new style toilets offers no affordance […]


Posted on Jul 19, 2017

In a workshop today I suffered from temporary digital impairment. why? because of the reflection on the TV screen. it might seem trivial, but not being able to clearly see the screen made it hard for me to be fully engaged with the content being displayed. I had to work so much harder to try […]

A delightful experience with expedia

Posted on May 5, 2017

Recently, I phoned expedia to enquire about changing a flight. Normally I would have waited until I was in a quiet place with my travel details written down before phoning, but on this occasion I didn’t have that luxury. I was running out of time and needed to sort it out quickly – so I […]

Chinese boris bikes

Posted on Apr 26, 2017

Unlike boris bikes in London, boris bikes in beijing don’t need docking stations. Users use an app on their phone to unlock the bikes. bikes can be found anywhere in the city. it appears that users can just leave them anywhere, and I can only assume that the app can tell any potential user where […]

Talk to us – service design 

Posted on Apr 23, 2017

Walking across a bridge in London I noticed a sign… The sign, from the Samaritans, said: “talk to us if things are getting to you”. Now I’m going to make some assumptions about its origins, but it seems to be a brilliant bit of multichannel service design. Prevention The sign and many like it around […]

When cash is no longer trusted

Posted on Apr 18, 2017

Mobile payment in China is prevalent. In fact, it is so prevalent that cash is longer trusted (in some places). This sign, found in a shop window, tells its patrons that they need to provide proof; presumably identification documents; when paying by cash. Paying with WeChat – the Chinese version of whatsapp, AliPay and Unionpay […]