The UX Teeter Totter

I think it's very impressive the mobile work that companies like LinkedIn and Facebook are producing today.  Click on their app or their mobile website and the experience is almost identical, as much as the two mobile channels will allow.  Especially in the case of Facebook, which I do wonder how it remembers who I am, in mobile Safari, without cookies enabled...hmm...

I believe companies shade too far away from utility towards fancier user interfaces, on mobile.   Bob Robinson, Executive Creative Director at Rockfish, always talks about the balance of user experience and brand experience in digital design.  On the web and on tablet, a company who demands more brand experience can reach more and push the envelope, but on mobile, the platform itself demands more utility, by its nature.  People browse longer on tablets and frequently want quick information and action on smartphones.  User experiences need to be optimized for both, which might limit, in the case of mobile web, how much responsive design is used, if a more brand oriented experience is chosen for the tablet or web.

The recent LinkedIn mobile app re-design, while visually interesting, strays too far from utility in its approach and at times is confusing on what a user should do where.  I find LinkedIn an awesome tool for business, and before I meet someone for the first time, I constantly find myself looking them up on my mobile, reminding myself of their experience and taking a quick mantal snapshot of what they look like.  Something about the redesign though makes me think that the mapping of mental model to conceptual model is not right yet.  It does not intuitively click for me, even after some months of use.

I have more issues with Facebook's redesign, though.  I was using Facebook more and more on mobile, as are many people according to Eric Tseng, but in hindsight, since the redesign, I find myself coming back to my laptop more and more to interact with Facebook.  While there still seem to be some defects in the iPhone app that cause more user action than is required, especially with notifications and updates, I feel like any action that I plan takes several more steps than what might be optimally required.  It would be interesting to do an industrial engineering time study on Facebook mobile use.  Maybe this is why I find myself hovering back to my laptop when I want to engage with Facebook?

The different models of how users expect to interact with the different channels challenges the design to balance reuse and optimal experience.  It's expensive and difficult to do an optimized design for each platform and channel.  A good approach starts with the right content architecture that allows for the same source data, without sacrificing performance on the apps, by splitting the presentation from the data.  In this way, each platform can be optimized to host that data with the best experience.

In the coming weeks, we'll dive into some approaches on how this might be done.

Angry Smartphones

I was joking last week, when I saw a poster of an Angry Bird in the window of Barnes and Noble, that read "Birds and Noble", that maybe 2011 was the year that Angry Birds jumped the Cabbage Patch and over-saturated.  Probably not likely, but you can't swing a dead cat without seeing a bird or pig flip flop, tee shirt, stuffed animal or coffee mug this holiday season.  More importantly, however, is the vehicle that drove the birds and pigs to this swank party, the smartphone, and its impressive growth here in the United States and abroad.

Android Biggest OS, Apple Biggest Manufacturer

The Nielsen Company recently noted that Android and iPhones make up 71% of smartphone owners in the U.S. but 83% of the app downloads.  Of the embedded market, 44% own smartphones now, while 56% of new purchases are smartphones.  People want their Angry Birds.

Recently, in the United Kingdom, Kantar Worldwide ComTech found that the pent-up demand for the iPhone 4S accelerated new iOS phone sales shares to 42.8% of all smartphone sales in October.  Smartphones made up 69.1% of all new mobile sales!  It will be interesting to see 4Q numbers to see if the iPhone trend is local or global.  I normally would also not expect it to be sustainable, but the only wrinkle in that opinion is the massive amounts of litigation going on between Apple and Android licensees.  Tomorrow, there is a ruling which could result in an import ban for HTC, for example, and if it happened, that could boost other Android sales, like Motorola's new, stylish DROID RAZR, or maybe give Apple a bump.

Stay tuned.

Free Beer

I live in Texas, and I’ve dreamed of improving my guitar skills, starting a band, and leaving the marketing and technology world behind.  I would name my band Free Beer.  We’d play Texas Rock, some Blues, and throw in an occasional Radiohead song to keep the audience on their toes.  You’d drive down the local Farm-to-Market road by Joe’s Roadhouse, and the sign would read, “Free Beer Tonight.”  Sure, we might need to find a new town to play in, every night, to make the marketing ploy effective, but, hey, Texas is a big place!

Jamming or constipated?

Yesterday, our excellent Marketing Director sent me a link to a new mobile app produced for Moosejaw outfitters, called Moosejaw Xray (Android, iPhone).  Download it.  It corresponds to their winter catalog, and it uses augmented reality to give shoppers a more risqué view of the models in their catalog, without all those puffy, winter outer garments. 

As the male of the species, I found the marketing ploy intriguing.  I must study this catalog, intently.  As a marketer, however, I wondered if their budget would have been better spent elsewhere.  Hey, I admit, I downloaded it and looked at their catalog.  I even tweeted about it, and now I am writing a blog entry, referencing their campaign.  It’s got sexy women in lingerie, for Pete’s sake, what am I supposed to do, ignore it?

The reality is, however, they don’t sell the under garments, from what I can tell, so the campaign is really about generating buzz and brand awareness.   I don’t know Moosejaw, but I’d guess that the campaign is in line with their brand, as well.  It’s probably not a bad idea, in the end, but I just wonder if they will need to find a new town to play in the next time.

UPDATE: It's the Screen, Stupid!

I remember when the Palm IIIc came out, Palm was on top of the handheld organizer world.  You could not imagine a day when they would not be on the top of the PDA heap.  As they moved to color screens, they focused their engineering decision on cost and low-power, while HTC, who made the COMPAQ iPAQ chose the best screen possible for their color Windows CE PDA.  Hey, it was the focus on that criteria that put them to the top, but the world was changing beneath them.

When consumer came up to the glass case at their local COMPUSA or Circuit City (you remember them, don't you?) they would see this Palm device with a washed out screen next to the iPAQ with bright, clear colors and details.  Sold.  The iPAQ did well in the market.

Motorola DROID RAZR

I was bummed yesterday when I read the review for the new Motorola DROID RAZR.  The review focuses on the poor screen chosen for this slick, new Android smartphone.  I was thinking of buying one, and I guess I still might, but we still have not learned our lessons.  For some reason, engineers get caught up with buzzwords like AMOLED (LCD screens).  I've actually seen it on commercials for one company's big screen LCD HDTV sets.  Like my mom knows AMOLED from baking powder!  C'mon, we can do better than this, people!

Consumers don't give a rodent's posterior about acronyms.  In this case, they want bright screens, vibrant colors, and sharp details.  This is supposed to be the slickest, thinnest phone.  A revered phone brand revived to revitalize the return of Motorola.  Like that alliteration, huh?  Seriously, why do all the great things to make a great phone and mess up the most visible (and, hence, the most important) part of the experience of the phone: the screen?

Unfortunately, it takes a while to make a phone, so they can't scrape off the top and put it back in the oven.  Hopefully, there is a fix already in the pipeline.

UPDATE: I went to Best Buy for 1 hour on Friday to see both the DROID RAZR and the Kindle Fire, first hand.  The Kindle Fire seemed nice in some ways, maybe a bit jerky in scrolling.  The demo unit just played videos of the web browser and apps, which was strange.  The sales person brought us a unit we could really play with and it was okay.

The DROID RAZR's screen was better than the L.A. Times article noted, but was over-saturated and the whites were not white, so they were not far off with the review.  It was extremely thin, very fast, but also quite wide and tall.  I would love the thinness, with a smaller and better quality screen, for sure.

Android, Where Art Thou?

At work, we have a large client for whom we develop an application for on both the Android and the iPhone.  We have driven a lot of downloads of the application without any use of paid media, so far, but most interestingly is the ratio of iPhone downloads vs. Android downloads, where there are 1.6 times as many iPhone downloads than Android.  So, I started to dig into this mystery.

First, if I look at more instantaneous data, the weekly downloads were equal.  So, maybe while early on in the apps life, before the sales of Android devices grew and surpassed iPhone sales, the iPhone installed base grew big.  Second, maybe the demographics of this client's customers are more skewed towards iPhone ownership?  Hey, although we have not used paid media to get any of the downloads, maybe the marketing is more skewed towards iPhone owners somehow.  Dunno.

With Android commanding almost 1.5 times more market share, however, it needs more explanation.  When I was back at The Nielsen Company, we had a set of data we had collected, which did not specifically show, but implied, that there still are swaths of Android owners that don't know they have an Android phone.  It was the free phone with the 2-year contract, or buy-one-get-one-free with their spouses new phone when they switched carriers.   They have a Porsche on the Autobahn, but still are driving the speed limit.

If this is true, it might explain the lower usage on Android devices vs. iPhone and could also explain this download phenomena, as well.

Free Beer

I live in Texas, and I’ve dreamed of improving my guitar skills, starting a band, and leaving the marketing and technology world behind.  I would name my band Free Beer.  We’d play Texas Rock, some Blues, and throw in an occasional Radiohead song to keep the audience on their toes.  You’d drive down the local Farm-to-Market road by Joe’s Roadhouse, and the sign would read, “Free Beer Tonight.”  Sure, we might need to find a new town to play in, every night, to make the marketing ploy effective, but, hey, Texas is a big place!

Jamming or constipated?

Yesterday, our excellent Marketing Director sent me a link to a new mobile app produced for Moosejaw outfitters, called Moosejaw Xray (Android, iPhone).  Download it.  It corresponds to their winter catalog, and it uses augmented reality to give shoppers a more risqué view of the models in their catalog, without all those puffy, winter outer garments. 

As the male of the species, I found the marketing ploy intriguing.  I must study this catalog, intently.  As a marketer, however, I wondered if their budget would have been better spent elsewhere.  Hey, I admit, I downloaded it and looked at their catalog.  I even tweeted about it, and now I am writing a blog entry, referencing their campaign.  It’s got sexy women in lingerie, for Pete’s sake, what am I supposed to do, ignore it?

The reality is, however, they don’t sell the under garments, from what I can tell, so the campaign is really about generating buzz and brand awareness.   I don’t know Moosejaw, but I’d guess that the campaign is in line with their brand, as well.  It’s probably not a bad idea, in the end, but I just wonder if they will need to find a new town to play in the next time.

Come see me and other industry leaders from Sam's Club, BBC America, The Daily, Ogilvy & Mather, Nutro, The Weather Channel, and Starcom Mediavest talk about tablets in marketing at ad:tech New York City this Thursday at 3:00PM Eastern and 4:30PM Eastern.  If you can't make it, tell a friend and live vicariously through them!

You, Sir, Experience

People always wax poetically about great user interface (UI), or look-and-feel.  User experience (UX) is a science, though, and I always appreciate the science behind everything.  Developing great UX is much more than just "look and feel", though, that sounds somewhat randy when I type it again and again.

It's no wonder I have no friends...

To the UX nerd, the depths of the science likely know no bound.  While Apple gets kudos for the simplicity of its design choices on the unibody MacBook Air or the iPhone 4, this excellent article today pokes at some of Apple's not so nice design choices and teaches us about skeuomorphic vs. metaphoric design choices.

In the case of application design, I believe that sometimes the most important decisions to affect the user experience are the features that are not included.  For example, Home Depot makes an extremely rich mobile application for the iPhone.  I'm not sure there is much you can not do on the app, but I wonder if there is much that you really won't do on a mobile app.  Removing that excess allows a focus on the features that have impact on their consumer's needs or their company's goals, all while freeing up valuable UI space for better creative treatments of what is most important.

In the world of mobile and mobile apps, beauty is indeed more than skin deep.

Rant

My pedestal is not so tall now that ranting online will result in anything positive, but after walking out of the local Apple store yesterday, frustrated, I have write about it.  It is the first time I have every walked out of an Apple store upset and disappointed by poor customer service.

Back in May, I was traveling a lot and my iPhone's home button stopped working reliably.  So, I made an appointment at the Genius bar to have them take a look.  My Genius listened to me, plugged it in to run some diagnostics, and said it was not the hardware, but I had some software on the phone that was slowing it down.  He prescribed that I wipe out my phone completely and reinstall everything, not restore from backup.  So sorry that all of your app contexts would be lost.  That will solve it.

It didn't.  I only realize now that he was guessing.

Fast forward to yesterday, when after having the same issue, I was able to clear off Friday afternoon to run back down to the Apple store to let them know it was still an issue.  First, the Genius told me that he would replace the phone, but that I need to get into a habit of killing all the apps that were running and restarting my phone weekly.  I can imagine Steve Jobs rolling in his grave as he uttered these words.

I was a little incredulous.  I told him, as someone who manages developers that develop for iOS and having done some iOS development myself, that this surprised me, since the way iOS multitasking works that app processes are suspended in the background and not active.  He began to backpedal and started to process my return quicker.  Then, he realized that I was no longer in warranty, so it would cost me $149 to replace it.  I wasn't going to pay.  I was more upset about him trying to BS me than having to pay for a replacement.

I asked him why that when I came in earlier in the year when I was in warranty, and the advice I was given to solve it was wrong, that I am held responsible for that?  He said it was too far out of warranty now.  I admit easily that I should not have waited so long.  I travel too much and work too much, so my time at home is precious.  Getting in there today was a big deal.  Still, letter of the law, he is in the right.

As I walked out, having done what this Genius prescribed, I easily reproduced the issue again, where the phone locked up for over a minute.  I walked back in to let him know, for the next schlep that asks him for help, that his remedy did not work.

He apologized, and I walked out.  No responsibility for their ineptness in support, though.  So disappointed.

My Life as an Antenna

When I was a kid, we literally got a handful of television channels, over the air.  The reception was terrible, and my brother and I would lie on the floor with our feet touching the television to act as antenna to improve the signal.  We watched whatever was shown.  We actually believed the commercials.

Today, I get hundreds of channels, much more than I want, from a satellite in space.  If I'm not available to watch a show, I can record it, digitally and fast forward through the commercials, though my wife often has to remind me to do so.  I can even watch shows while away from home, anytime, via a series of tubes known as the Internets.  It does not even require me to touch it and act as an antenna.  As a result of these advances, my 5-year old daughter does not comprehend the concept of live television.  Doesn't even register.

She thinks she can play any content from any device, but I once put my mom's music on a tree.  One day, my brother and I hung my mom's Neil Diamond albums on the branches of the tree in the back yard.  We walked upstairs to our bedroom window and using his BB gun, we held target practice.  All while Bubs was in the kitchen, watching.  Proud moment in our childhood, really.  We had maybe 2 dozen albums.  Billy Joel.  Aerosmith.  David Bowie.  George Carlin.  The White Album with coffee rings on it, so it was not exactly white.

I have a lot of music today.  My iPhone holds a fraction of my collection, which still amounts to thousands of songs.  I can play them on almost any device, except the tree, and even send the music through the air to my television or my computer to play back.  I can play them in any order, and often times, my daughter would like to hear the same song over and over and over.  Devices can do this automatically, much to my dismay.

As many parents, we often reminisce about the way things were, and talk about "if our kids only knew".  Personally, I'm glad my kids aren't shooting my iPhone with a gun, while it hangs on a tree in the back yard.  They will make their own mischief, I am sure, but I actually worry more that with all the play dates and additional structure, they can't get into enough trouble to learn better.  I guess I'm not worried that new technology is a barrier to our kids growing up normally.

My grandmother, before she passed, was notorious for 15 second phone calls.  We learned not to take it personally.  I'm sure it was a remnant from when making any phone call was expensive.  Life moves on.  Our kids will adapt, just fine, thank you.  The question is, will we?

Friction

If you clicked the link to this post thinking that I was going to be talking motor oil or sexual aids, I'm going to disappoint.

As my colleague, Eric Swayne (@eswayne), likes to say: social media is not doing anything new, it reduces the friction for something that people already do.  It's a great barometer for the usefulness and value for many mobile or digital projects.  Does this reduce the friction?  Substantially?  Was there no friction to begin with?  That's probably a sign that you are not solving a real problem.

I think its a great barometer for a lot of what we do in digital and mobile marketing.  What friction are we reducing?  I was using an online ordering site for a restaurant the other night, and it took me 10 minutes to enter an order, for what takes less than 1 minute to do by phone.  The implementation on the site was pretty, but it was clearly inefficient.  It added friction, and I likely won't go back again.

The friction of finding, flipping through, and locating the number in the yellow pages became a barrier when it was easier to find the phone number of a local business on the computer.  Now, it's even easier to find it on my mobile.  Apple implements Siri on the iPhone 4S, and if it works, it will become even easier to find that same phone number.  Smaller digital friction coefficient.

Just like electricity, people will choose the path of least resistance.  What's your product's digital friction coefficient?

Saturday Morning Cartoons

As I sit here and type, at the crack of dawn this fine Saturday morning, my son's cat, Polly, sleeps, purring, on the hot-plate known as my Apple Time Capsule.  With only a peanut-sized brain, I don't expect her to have any remorse or shame for waking me up, and, if I 'm honest with myself, I've been getting up this side of the crack of dawn since I was very small.  I'm sure Bubs would be the first one to point this fact out, and she probably has a few extra gray hairs, with my names on them, to prove it.

When I was a kid, it was fun getting up Saturday morning.  Heck, I distinctly remember going out and shooting hoops in our driveway when I would wake up.  I can not imagine what our neighbors must have thought, and its shocking that I never heard from them about it.  For most of my childhood, we literally got only a handful of channels on the television.  When not torturing the neighbors with the pounding of the basketball on blacktop, I would pour myself a bowl of cereal, or cook pancakes swimming in butter, plop down in front of our television and watch whatever was shown.  There was not much choice then, especially for niches like cartoons, so you took what you got.

I watch my kids grow up today, and they really are the DVR Generation, in that regard.  My daughter truly does not understand the concept of live programming.  Sorry, Nielsen.  They have an expectation of any content, anywhere, on any device.  As a parent, it's occasionally frustrating, but as a technologist, it's fascinating.  If I think forward and assume the continued reduction of storage costs, the improvement in network throughput, and the improved services and content availability on the Internet, why not?  It's almost like that board game, Clue.  Dad watches Breaking Bad, on the toilet, with his iPhone 10.  Mom watches No Reservations, in the kitchen, on the fridge.  Junior watches Fringe, in his room, while texting and listening to Radiohead and surfing the web simultaneously, on his iPad 9S.

Why not?  As long as he keeps Polly in there with him in the morning, so I can sleep in.

iOS 5 for Digital Marketers

Listen to this guy, he knows what he's talking about:
Rockfish Mobile Blog: IOS 5: 5 Features that Marketers Will Love

Decision-Making 101

Remember the Developer!

With the passing of Steve Jobs this week, and the introduction of 5 new Android phones at AT&T, I am reminded of a great Jobs quote from a 2008 Q3 earnings call where Mike Abramsky of RBC Capital was asking, basically, if Apple was going to make an iPhone Nano to sell more volume.  Steve Jobs' response was classic: "Well, I wasn’t alive then but from everything I heard, Babe Ruth had only one homerun, he just kept hitting it over and over again. So I think the traditional game in the phone market has been to produce a voice phone in a hundred different varieties. But as software starts to become the differentiating technology of this product category, I think that people are going to find that a hundred variations presented to a software developer is not very enticing and most of the competitors in this phone business do not really have much experience in a software platform business. So, we are extremely comfortable with our strategy, our product strategy going forward and we approach it as a software platform company, which is pretty different than most of our competitors."

So, when I see funky new designs from an Android phone manufacturer, with a square screens, I worry about fragmentation and if and how app designers would ever optimize solutions for this odd screen size and orientation.  Sometimes it does not pay to "think different", especially when you are thinking about platform compatibility.