Governments’ key competitor is complexity

People have been trained by the likes of Amazon and Google to expect that things will be made fast and easy for them. However, often when they interact with government they find that things are slow and difficult. The thought that government is complex is corrosive to democracy. People wonder why their taxes are being… Read More »

Branding doesn’t have to be propaganda

The greatest brands tell the biggest lies. Although not all branding is bad, the art of modern branding is indeed very often the art of manipulation and propaganda. For many years, Coca Cola has been the world’s most valuable brand. Think about that for a moment. Here is a company that is more responsible than… Read More »

UX without the user

The number of UX professionals I meet who don’t regularly undertake user research is disturbing. In fact, in many organizations, digital teams rarely interact with customers. Failing to maintain closeness to the customer is the canary in the coal mine when it comes to digital design. The greater the distance from the customer, the more… Read More »

Major usability problems require less people to identify

The number of people you need to observe in order to identify the primary problems with your website or app depends on the quality of your website or app to a significant extent. If your app is of very low quality and an immature environment, then very few people are required—typically no more than eight—to… Read More »

The psychology of cheap

My old landline phone gave out (yes, I still have one), and when I lifted it off my desk, I had to remove two wire connections. As I did that, I had a strong impulse to push the old wires off the back of my desk and let them fall (my desk faces a wall).… Read More »

Digital is garbage

Digital is mainly garbage. 90% of data is never accessed again 90 days after it is first stored. 80% of downloaded apps are never used again after 90 days. 90% of data has been created in the last two years. Over the years, we found that we had to delete 90% of a typical website… Read More »

The Technology God is fake

In the grand delusion that is Brexit, the grandest delusion of all is the Brexiteers’ fawning adoration of the Technology God. According to Brexiteers, the Technology God will banish all problems, particularly those associated with the border on the island of Ireland. Grand Boffo Johnson ascended the mountain, and the Technology God conveyed the message… Read More »

Understanding digital speed

In the physical world, beyond a certain point, speed becomes perilous and destructive. One crazy driver can wreak havoc. The greater the speed, the worse the crash. Thus, much of our road infrastructure is concerned with managing speed. We have created a digital world where so much has got faster and faster. And yet we… Read More »

The patterns evident in Top Tasks research

In 2014, we completed our largest ever Top Tasks identification project for the European Union. It was in 28 countries and 24 languages. Almost 107,000 voted. After 30 voters, the top three tasks had emerged. Yes, the top three tasks after we closed the survey with 106,792 voters were the same as the top three… Read More »