MIT Sloan Management Review on The High Price of Customer Satisfaction: Customer satisfaction has become the most widely used metric in companies’ efforts to measure and manage customer loyalty. The assumption is simple and intuitive: Highly satisfied customers are good … Continue reading
Milton Glaser: Design is the process of going from an existing condition to a preferred one. Observe that there’s no relationship to art.
CEO of Kickstarter, Yancey Strickler, on selling out: At some point in the past ten years, selling out lost its stigma. I come from the Kurt Cobain/“corporate rock still sucks” school where selling out was the worst thing you could … Continue reading
One of the reasons why I like Apple products over others: There’s no logo. This is one of the things Apple does that everyone should copy but few do.
Cheerful Software Manifesto says software cries out for love: The voices of interaction design pretend to be scientists. They take eye tracking studies, and scrolling studies—and never mention how well-done the content in question might be, or whether it was … Continue reading
Travis Gertz says we’re Design Machines: This pressure created by phoney metrics, fear of risk, and worthless content has squeezed expression and emotion right out of the design process. The products we work on fall under the deep scrutiny of … Continue reading
NYU Stern professor Scott Galloway says Apple is trying to turn into a luxury brand with its watch. And like other luxury brands – it’s about sex: Tesla is not an environmental car… The core axiom of evolution is men … Continue reading
Former senior designer at Apple, Mark Kawano on the myth of having the best designers: It’s actually the engineering culture, and the way the organization is structured to appreciate and support design. Everybody there is thinking about UX and design, … Continue reading
Paula Scher of Pentagram: I have said this when a client has asked me to do something visually putrid: ‘I can’t do that, and it will be nearly impossible for me to explain why I can’t do it, and if … Continue reading
Mike Monteiro’s new book, You’re My Favorite Client: Your business needs vary, so I can’t give you a magical equation for design success. But I can say: whatever your success metric is, make sure your designer both knows about it … Continue reading
Kevin Roose on delight: “Delight” and “delightful” have become all-purpose marketing words in the tech world, trotted out to describe anything even marginally surprising or well made… For those of us who depend on companies like Amazon and Google to … Continue reading
idleworm.com on the seizure of power by technocrats: No longer is the artwork on paper, it’s digital. Multiple versions can be saved. The image is on layers. Changes can be made for ‘free’ by any opinionated bumbleduff in a suit. … Continue reading