I love last.fm. Normally it looks like this: Sometimes, they brand whole pages with big music events like Lollapalooza: I’m OK with this. It’s very much in the background, I can engage with it if I want, or I can ignore it. It doesn’t take away from my core experience at last.fm – listening to [...]
Customer Experience
Last year I was on an Air Canada flight from Toronto to San Francisco. Over the Rockies, I was subjected to the worst turbulence I’ve ever experienced. On numerous occasions it felt like the plane was falling out of the sky. I was gripping my seat, my body was in a sweat, but I wasn’t [...]
When collecting baggage in Brasilia airport, huge windows allow you to see what is going on outside. You can see the aircraft you just disembarked from, and the progress of your bags from plane to baggage belt. Waiting you may be, but no waiting and wondering. Too many companies hide their processes from their customers. [...]
Who will be the first large company to allow open commenting and conversation about their products and services on their public site? For example, I go to levis.com or toyota.com and I can wax lyrical about latest offerings with fellow interested folk. What’s the drive quality of this car model really like? How many miles [...]
In interaction design, it’s critical to get the flow of actions right. This is about relative priorities. Balancing the business needs (revenue) and user needs. Following is an example of getting it completely wrong, where the business priorities are met at the expense of a terrible user experience. RTE is Ireland’s national broadcaster. They provide [...]
Bank of America proudly offer a choice of over 400 different credit cards. How could this choice ever be a good customer experience? In financial matters, most people need simplicity, now more than ever.
I am a loyal customer at Amazon.co.uk. Everything there works swimmingly. They know who I am, and provide me with recommendations. I have just moved to the US. To deliver to my new home, I need to use Amazon.com. Not ideal, but that’s ok, I expect that they still know who I am, and what [...]
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A personal blog about social interaction, design + advertising by Paul Adams. Paul is the Global Head of Brand Design at Facebook, and author of Grouped.
