Visualizing the digital experience with Simon at Toyota

A specific strength of the Toyota culture is to come up with innovative ways to visualize problems. This is a particularly critical skill when it comes to digital because digital is a reduced sense environment. It’s very hard to get a ‘feel’ for digital problems. Usually, everything is mediated through a small, cold screen. Toyota… Read More »

Top Tasks at Toyota (Part 2)

The Top Tasks data helped focus the conversation in Toyota about quality and reliability. In a company that is obsessed by quality, it became natural to ask: What is a quality digital experience? How do you measure digital quality? To get the answer to these questions, Toyota went back to its roots. “The whole digital… Read More »

Embracing top tasks at Toyota (Part 1)

I remember once hearing about how Toyota launched in the US. The US car manufacturers were certain it was going to fail because it had a very thinly dispersed dealer and service network. What these manufacturers missed was that Toyota didn’t need a dealer or service center every 30 miles because its cars didn’t break… Read More »

Social media’s dirty secret

A company I helped found launched an online community back in the late Nineties. We got substantial funding and at one stage had more than 50 people working on designing and promoting it. We opened up lots of forums and discussion boards. What we learned very quickly was that without moderation, a great many discussions… Read More »

The dangers of exceptionalism

One of the core reasons why we don’t have a lot more quality Web design is the organizational excuse that we’re different, our audiences are different, we’re exceptional. The argument of exceptionalism is lazy. It is a primitive urge. The exceptionalists hate evidence and love gut feeling, ego and instinct. They invest a lot in… Read More »

Website performance is getting worse

Website design is still more amateur than professional. Most websites would not pass a basic quality control test. There is nothing more basic on the Web than the speed at which a page downloads. Fast downloading pages have passed the first mark of quality. Slow downloading pages fail. In 2019, Backlinko, a search engine optimization… Read More »

Finalizing a classification for COVID-19

Here’s the classification we tested in round two: WHO, Government Guidance, Education, Training Mental, Physical Wellbeing Vaccine, Immunity, Treatment Research, Statistics Virus Survival, Spread, Mutation Avoiding Infection Symptoms, Diagnosis News End Date, New Outbreaks At Risk, Vulnerable With this classification we got a success rate of 77%, which was 17% higher than for round one.… Read More »

Testing a COVID-19 classification

Over 800 healthcare providers, academics, and members of the public sorted COVID-19 top tasks into groups. We analyzed the groups and came up with the following hypothetical classification: Symptoms, Diagnosis, SpreadMental & Physical WellbeingWHO, Government Guidance, Education, TrainingResearch, StatisticsVaccine, Immunity, TreatmentAvoiding InfectionNewsEnd Date, New Outbreaks What is important to understand here is that this is… Read More »

The big sort: designing a classification for COVID-19

Design with people. Not for people. Before we are German, Irish or Canadian, we are human. And humans think the same way. Dream the same way. Organize the same way. There are mental maps out there in humanity. We just need to discover them. With the Web, we have the platform and the tools to… Read More »

Creating clear menus and links

A link is a promise. A menu is a selection of promises. Without the link there is no Web. Links make the Web. From links we build the Web. Links. So often forgotten in the design process. So often neglected. Why? Because the rewards always go to the “creatives”. Those who create things. To innovate… Read More »