Insights


Feelings over function?

Feelings over function?

As user-centered designers, we value the functionality of something highly: it has to deliver on being useful and understandable.  We know that we need also to value the aesthetic and its contribution to our feelings of well-being.  But perhaps sometimes it is harder to tap into those other little parts of the experience of using a product or moving through an environment. On the BBC...

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Signage for me – personal navigation

Signage for me – personal navigation

A design firm in the US has produced a new signage product called Points which is connected to the internet and is a dynamic and flexible display.  It can take data from various sources including social media and then change the sign display and the direction it is pointing in response. On the surface this seems like a bit of fun.  At the moment you...

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The reality of wayfinding in railway stations

The reality of wayfinding in railway stations

Nice little blog that sums up the wayfinding experience of many in stations and how then the customer service has to rescue the situation (or sometimes fails to do so).  Most wayfinding mistakes result in annoyance or stress…but others have more significant consequences http://wendyhome.com/2013/04/18/4-hour-detour/


Influencing modal shift in transport systems

Influencing modal shift in transport systems

Sometimes to get people to make different choices about how they travel you have to make things easy for passengers.  This usually means think about transport in a connected way and looking at what people need and want and what might be barriers. So great example here from Germany.  Cyclists often use another mode of transport as part of their journey – interaction with trams...

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Announcements – useful or annoying?

Announcements – useful or annoying?

On all public transport systems we are generally bombarded by verbal announcements, many pre-recorded.  Some are useful – “the next train from platform 6 is the …” but most are just noise – don’t run when its wet, keep your belongings with you, etc. It is similar to how our visual field is assailed by signs and information.  Again we have to look for those...

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Why do rail companies make us feel like cheats?

Why do rail companies make us feel like cheats?

We understand that railway companies are commercial enterprises and that they need to make sure people travelling on the trains are paying for that right.  But why do they have to make us all feel like potential fare dodgers?  Ticket barriers everywhere inconvenience us (more queues, tickets that then don’t work, etc); staff on trains are now “Revenue Protection Officers” there to police us and...

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Impact of digital mapping on wayfinding

Impact of digital mapping on wayfinding

An interesting article in the New Scientist recently highlighted some of the emerging trends in digital mapping and how our experience of navigating spaces and environments is changing.  What does this mean for traditional methods of providing navigational information? The way in which we find our way is changing.  The coverage of mapping information from Google, Apple, Bing and others is getting increasingly comprehensive.  The...

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The Hollywood passenger experience

The Hollywood passenger experience

The new Bradley West Terminal at LAX airport is seemingly doing passenger experience the Hollywood way. Trying to bring an “LA feel” to the airport, the plans are using large displays integrated with mobile devices to allow the passenger to interact with the visual content. Sounds like it is creating an interesting “experience” that could be entertaining while you wait.  But perhaps the experience is...

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Future of mobility and customer service

Following on from some of our previous posts on customer service and service design, an interesting article from the President of Hertz International on the BBC website on the future of mobility. The interesting point is his view that technology is changing the way we view and access transport.  Individual car ownership is being challenged with many more options available.  He points out that transport...

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New plastic lighting technology

LED lighting has many advantages and there are more and more examples of it being used across a broad spectrum of applications. It is energy efficient, resistant to cold, directional, robust, brightness and colour controllable and environmentally friendly. It also renders colours accurately, operates immediately when the switch is flicked and has a relatively long lifetime. Many of these advantages make LED lighting a good...

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