A nice graphic from a New York Times article — An Appeal to Our Inner Judge — about the innate ability of our unconscious mind to create bias, assumptions and profiling; particularly as applied to people. Identifying and factoring for inherent prejudice is essential in many aspects of user experience work; perhaps when recruiting new team members, meeting new clients…

A wonderful nugget of content strategy wisdom from - bizarrely - the UXPA UK Wearable Tech event: Content is our ambassador at a distance — Noz Urbina A very useful aide-memoire with which to persuade stakeholders about content value, utility.

Real web design is what Google, Amazon, Twitter, and Facebook do. It’s about making the customer the hero, the center of attention. It’s about facilitating the customer to do what they want to do. Digital is not a technology. It’s a way of thinking that puts the customer first.

So, the corporate chieftain who once declared that “the food business is not a technology business” has spent $42 million to update Panera. “The goal is to eliminate friction points so that customers have a better experience […] because if they have a better experience, it will help our business.” — Ronald M. Shaich in The New York Times. The…

Accessibility is User Experience, magnified. Léonie Watson. Léonie was talking about Practical Accessible User Experience for the annual UXPA (UK) event for GAAD 2014. She also coined the abbreviation / tag #AUX, which, on balance, I prefer to the more established a11y — very similar to Accessibility as deep usability. =)

My favourite nuggets from Leisa Reichelt's talk at HCID Open Day 2014, organised by City Interaction Lab. Leisa was talking about about affecting good user-centred practices in large and complex organisations via her role at GDS. As usual she had lots of sensible, practical and plainly spoken advice for helping to stay focussed on collaborating to ship great experiences. Notes…

Those with the silo mentality allow a situation to develop where the customer is presented with a jumbled set of jigsaw pieces. One thing is for certain: customers do not visit you in order to do jigsaw puzzles.

This brilliant animation shows how severely restricted access can be for TfL customers with mobility impairments, luggage or bicycles. It also succinctly reminds me of the following universal experience design issues… Technical Debt Not factoring for accessibility from the outset makes it either prohibitively expensive or impossible to substantially improve the Tubes step-free access infrastructure. User Empathy As Don Norman…

Enterprise IT project User Acceptance Testing (UAT) should really be called "User Amelioration Training". Two projects, two teams, two meters apart, two very different approaches.

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