It Looks Great, But is it Usable?

There’s no denying, this LED clock design is definitely slick looking:

But, is the basic function of the clock—you know, to tell time—actually lost in the design? Can you tell what time it is at least as well, or preferably better, than a traditional clock? Or, do you have to think harder to get there?

Good design is seamless, unnoticed, natural. It makes the information you are trying to get at all the more available without the audience even noticing that it’s being presented in a different way.

Don’t make it harder for your audience to absorb the information you want/they need to get. Regardless of how flashy the design is, your audience will not stick around to figure out how to use it in order to get the information they are looking for. Beyond the initial ‘wow’ factor, a design that hinders usability will garner more negative attention (if any attention!) than positive reaction.

Jennifer Soloway [follow me on Twitter] // Art Director // Strategic Insights

How a Company ‘Gets Personal’ via Social Media

I had an interesting experience yesterday. I ordered lunch from Jason’s Deli: a cup of soup, a tuna melt, and some baked Lay’s potato chips. After eating half my sandwich, I decided to do some research on the nutrition information in my lunch, just out of curiosity.

What I found led me to tweet the following:

Within the hour, I was getting replied back by the @jasonsdeli account, promising an explanation from their nutritionist. This explanation did come later as an email and included:

  1. Why the sandwich was over 900 calories
  2. Recommendations for how I could alter my order next time to have a lower-calorie Tuna Melt
  3. Suggestions on other more calorie-conscious choices that wouldn’t require me to customize my order at all.

Now, why am I sharing all this with you? Not because I care about sharing my diet decisions (or think you care about my diet decisions), but as a reminder of how negative customer feedback can be turned into a positive experience for the consumer – and have them remain a recurring customer.

We get asked all the time if WE the agency can manage our client’s social media presences on their behalf. Not only is that not a transparent way of using what is intended to be a direct line of contact with the person or company these profiles represent, but how would an advertising exec respond to a complaint about the number of calories in a particular menu item? Would their response have the same level of detail that YOU could provide? Likely not.

Communicating with your customers directly gives you the opportunity to control what is being said about your company – even after negative feedback has been shared. It can act as “damage control,” or help clear up a misunderstanding. It can even point the customer in the direction of what they may ACTUALLY be looking for, but for some reason haven’t discovered just yet. In short, having that direct line of contact helps make the company appear not only human, but appear to be truly interested in meeting their customers’ needs.

Not to mention, customer feedback and dialogue over social media is public domain. In regards to my Tuna Melt of yesterday, my Twitter network AND the Jason’s Deli Twitter network viewed the dialogue I had with Jason’s Deli (up to the email, which contained information I specifically was interested in, but might not appeal to their other customers). It turned my one declaration of fault into a conversation that was two-sided, and showed that the company cared about my concern over calories.

Truth be told, the companies who take the time to respond to a complaint, in addition to those who respond to a praise, are the ones I end up recommending my networks without provocation. It’s a win-win.
Jennifer Soloway [follow me on Twitter] // Art Director // Strategic Insights

Designers: Our Job Includes Thorough Communication

Once again, the blog over at Boagworld.com has posted an excellent article that has me thinking. I highly recommend reading the entire piece, particularly since it deals in great detail over the importance of the designer’s roll of proper communication through the phases of a project.

While it may slow down the process at the start to make sure every phase of the project is explained thoroughly, it can save a project from going south due to assumptions and misconceptions made when clients need to “fill in the blanks” as to what happens next. Most importantly, communication is an essential tool to make sure we are providing the best experience during the project, and the best solution when it is complete.

So often, those on the designer end of the relationship assume the process is second nature to both ourselves and our clients. Some clients may be ones we have had a long-standing relationship with; some may have recently turned to us after working with another agency; others may be brand-new startups who are new to the process altogether. No matter which category a client fits in, they ALL benefit from clearly outlining each step the project will work through, AND explaining why we are asking the questions we are during each phase.

The next time you feel a client has reduced your roll to pixel pushing, review the communication you’ve had up to that point. Instead of just sighing and obliging, ask questions and get further feedback. Often times, a client’s desire to take over the roll of the designer is because there has been an assumption along the way, instead of an open dialogue.

Jennifer Soloway [follow me on Twitter] // Art Director // Strategic Insights

Poll: How Do You Handle Different Social Circles w/Social Media?

With everyone from your mother to your boss to your middle school BFF being available on social media these days, it’s getting harder to keep your separate lives, well, separate. Not only is nearly everyone you know IRL (in real life) logging on to connect online as well, but there are several networks you – and they – can belong to. Before you know it, your company’s CEO and your high school sweetheart are tagging each other’s Facebook photo albums.

With transparency and open communication ruling the day, how much do we REALLY want to cross-network between our various social circles? The business side of social media sings the praises of finally connecting as individuals while still representing the companies we work for. Our personalities are recognized as having value inside these circles, and accounts who are run by ghost writers are looked at as being dishonest.

On the flip side, is actual value being created by sharing your weekend hobbies with the people you professionally associate with?

So, where do you draw the line? Take our poll, and please elaborate your thoughts in the comments:

Jennifer Soloway [follow me on Twitter] // Art Director // Strategic Insights

How Easy-to-Use Is Your Website?

I read a fantastically well-detailed post this afternoon over at Smashing Magazine’s blog. The article discussed the author’s online experience in shopping for sheets by comparing the buying process of three major retailers – Macys.com, Target.com, and Overstock.com.

What the article truly is is a reminder of the importance of usability testing.

Usability testing, not just once before launch, but regularly over the course of your website’s life cycle is crucial in making sure your potential customers are getting the online experience they expect. These expectations change with time and technology upgrades, and if you are last to adopt a simpler method to achieving your site goals, visitors will notice and stop coming back. Why wouldn’t they? No one wants to work at giving a company their business.

After all, as the article points out in excruciating detail, site visitors – more accurately potential customers – are the ones who will recognize if their experience is seamless, or if the process is a challenge to work through. Both positive and negative experiences are strong enough to impact a customer’s memory of your brand.
Jennifer Soloway [follow me on Twitter]
Art Director
Strategic Insights

Is Your Web Designer a Jack-of-all-Trades?

There is one trait that all good web designers possess, and all would-be good web designers lack. This trait is “Jack-of-all-tradesness.” To put it in better terms, it is knowing and understanding the development process that comes after the design stage of a project. Good designers know in advance what it will take to make that design happen and design for that process, instead of in spite of it.

And what they don’t know, they ask before the first sketch is made.

This is a principle that is definitely not new, but for some reason it seems to not have yet translated to all designers when they are creating for the web. Web designers today fall into one of two categories:

  1. Designers who pass their designs off to a developer
  2. Designers who develop their own designs

In print, it is rare to see a designer who will personally mix ink colors and run the press on which the designs will be produced. Designers and printers have long needed each other in order to run their businesses, and have established a working relationship – and an understanding of each other’s part in the process – that allows them to be compatible.

Not to mention, print is a medium with a variety of static variables – that is, the designer can choose the exact environment the designs are going to live in. The designs do not need to fluctuate to account for possible circumstances that are less-than the ideal environment.

Online, designers and developers are often working for the same creative team (if they are not, in fact, the same person), yet the understanding between them tends not to be as complete as the printer-designer relationship. Often, designers who are accustomed to working in print understand good static design practices and try to apply these same principles to their online designs. In these cases, we see inflexible elements trying to live in a dynamic environment where several variables are outside the designer’s control.

What it boils down to is this: designers who are also web developers understand the limitations of the medium they are producing work for. In the process of wearing both hats designers in this category also tend to think as a developer early on in the planning stage. Adaptability is key on the web, and having the skill-set to know in advance what you may need to accommodate for is crucial for success.

Jennifer Soloway [follow me on Twitter]
Art Director
Strategic Insights

Learning From T-Mobile: Don’t Let Your Insecurities Run the Show

pink-handcuffs

This morning I read a fascinating article on the shrinking color palette available to us designers. The short version is that it is virtually impossible to separate a brand from its color. This means designers must be mindful of color choices not only in terms of what works best for a brand’s message and industry, but what hasn’t already been “claimed” by a competitor to best avoid confusion.

Or, in the case of the color magenta, so T-Mobile doesn’t sue you.

Yes, T-Mobile has gone so far as to copyright the use of the color magenta—something they have previously enforced with one lawsuit in 2001 and a second just last year.

In actuality what T-Mobile “owns” is the right to a specific shade of magenta used in specific circumstances for a specific market. Their actions on the other hand, certainly speak more to their apparent insecurity over whether or not magenta is truly as integral a part of the T-Mobile brand as they hope it is.

While other companies suffice to trademark and copyright their tagline, logo, or even a color to protect their own brand’s integrity from identity thieves, T-Mobile seems to have gone on the offensive side. Marking their territory around the color magenta, T-Mobile clearly feels their brand doesn’t speak strongly enough for itself to just be quietly protected by the copyright. They need to seek out and destroy anyone who comes close to them—even if the copyright “infringement” is more of a stretch than an actuality.

While, yes, there are other trademarks and copyrights concerning brands—it’s a part of responsibly protecting your identity—T-Mobile seems to be more or less waving around their “ownership” over the color magenta at anyone who dares cross them. Neither lawsuit was against a defendant who actually violated the copyright, a fact which is painfully obvious to everyone. Everyone, it seems, but T-Mobile.

Copyright infringement is a serious issue for companies, and one that should definitely be enforced when it comes to preserving the value of your brand. Just make sure that the person you are about to sue has, at the very least, actually stolen something from you.
Jennifer Soloway [follow me on Twitter]
Art Director
Strategic Insights

Showcase: Buffalo Film Festival 2009 Promotional Materials

While we honestly love what we do (hey, we wouldn’t do it if we didn’t), it’s still safe to say that some projects have a bit more fun sprinkled in them than others. The recent posters, landing page, and YouTube channel update we did for the Buffalo Film Festival was exactly one of those projects. Not only was it a true group effort on the part of the SI design team, it was fantastic to work on a light-hearted campaign rife with geographic stereotypes.

But it’s OK, one of our own is a Buffalo native.

Let us know what you think of the campaign in the comments:

Buffalo International Film Festival poster campaign - click to view larger.

Buffalo International Film Festival poster campaign - click to view larger.

Buffalo International Film Festival Landing Page Concept

Buffalo International Film Festival Landing Page Concept

Buffalo International Film Festival YouTube Channel

Buffalo International Film Festival YouTube Channel

Jennifer Soloway [follow me on Twitter]
Art Director
Strategic Insights

Swimming With the Fish

Stingray seen during my trial run snorkel trip at Discovery Cove in Florida.

Part of my preparation included a trial run snorkel with domesticated sea life.

It’s no secret around the office that my biggest fear lives in the ocean. No, I’m not talking about sharks, stingrays, barracuda—not exclusively, anyway. A dolphin, up until recent experience, has always been just as terrifying as a great white.

My fear is not of the animals themselves—though their menacing teeth or prehistoric size doesn’t exactly help—but of the fact that, given a battle to the death scenario, I would not have the upper hand.

Swimming with the fish, for me, is far outside the scope of my comfort zone.

While this fear doesn’t affect my day-to-day life (though, I can see the enormous fish swimming in the fountain pond outside my window), it is an extreme example of the fear that lives inside of all of us over something. For some, it may be the fear of taking their business into the waves of social media; others may tremble at the thought of replacing that rotating globe that has been the hallmark of their website since 1998; yet more stay up all night in agony over the prospect of needing your agency to conceive a new campaign, even if it is long overdue.

These fears are more like the ones that we encounter on a regular basis when working with our clients. And it’s not surprising. Just like swimming in the ocean, revisiting design decisions made a decade ago will often take those used to working with them out of their comfort zone, even if change is obvious to them that is necessary.

While stepping (or swimming) out may be paralyzing at first—I was literally given a small shove off the boat when I finally did snorkel in open sea a mere 2 weeks ago—it soon becomes evident that our fear ends by taking that initial plunge.

The real deal! Snorkeling in open sea off the coast of Curacao.

The real deal! Snorkeling in open sea off the coast of Curacao.

What helped me get there was preparation. No, I didn’t set out to become an expert on marine life, that would have been unreasonable. What I did do, however, was arm myself with available facts. I talked with those local to the area I was planning to snorkel, looked up statistics on shark attacks in general, and sought out any known survival techniques to prevent myself from becoming a target in the first place (incidentally, I learned that sharks are 13 times more likely to attack males, and even then when they are swimming alone and in a state of physical distress).

Preparation—regardless of what your fear—eases your mind as you head into the process because you are no longer blindly diving into the black hole of the unknown. While you may not be completely relaxed in the open water, you do feel a sense of calm in being informed about what to expect.

And, unlike the fish, we as the design team are here to help with that preparation, both prior to jumping off the boat and during your excursion. =D

Jennifer Soloway [follow me on Twitter]
Art Director
Strategic Insights

The Marvel of Disney

Today Disney shelled out $4 billion in cash and stocks to purchase Marvel Entertainment. While the ink on this deal has yet to dry completely, fans of both companies are already voicing their concerns over what this will mean for the future of these brands.

Yes, my initial reaction to this news was to joke about the new watered-down comics that would emerge with Marvel under the Disney umbrella. At the same time, exactly that speculation is what makes this acquisition so interesting to so many people. The Disney brand has such a long-standing history of being kid-friendly family entertainment that it is hard to see where  Marvel will fall into place.

To be honest, I agree with the majority of early Tweeters who feel this spells doom. As I’ve said before, the Disney brand is built on kid-friendly family entertainment. This has begun to slowly change—when I first saw the initial Pirates of the Caribbean film I noticed that it just felt different. It was not the Disney I grew up with, but one that seemed to be trying to grow in order to keep me as part of its clientele for as long as possible.

This appears to be just another step toward what I noticed was happening with Pirates of the Caribbean: Disney’s goal to achieve universal popularity. In branding, finding the right message—or mix of messages—that adds up to something that appeals to toddlers, pre-teen girls, teenage boys, and adults from every demographic is not only unattainable, it lacks any true meaning. Existing clients from both brands will yearn for the company’s origins, while new customers will see right through the new and half-baked “magic of Disney,” or cookie-cutter “Marvel Universe.”

Mickey now owns Dr. Doom: what do you think?

Jennifer Hoy [follow me on Twitter]
Art Director
Strategic Insights

Next Page »