Hot air and experience design
I’ve recently traded in the job title ‘Producer’ for a shiny new model - ‘Experience Designer’. I’m still not entirely comfortable with it and have found myself mumbling and stumbling over it when I introduce myself. I don’t think ‘Producer’ was all that explanatory but at least it didn’t sound wanky.
I think part of the problem is that experience design isn’t a phrase in common usage as yet, so it’s something that has to be explained and expanded on.
My favourite way of explaining anything is to think of an example - so what’s the best example of the process and output of experience design?
Dyson have established themselves as a company providing innovative solutions to everyday problems with well-engineered, attractive products. This approach forms the basis of their now easily recognisable brand.
Their most recent product tackles the thorny issue of public toilet hygiene - but it’s their approach that is truly remarkable. By really exploring the problem from the point of view of the user - and being prepared to create a product that ignores the accepted conventions within the marketplace - they have been able to provide a totally successful solution.
Generally, public loos provide either hand towels (which generate waste and can be unhygienic) or an electric hand drier. The hand drier invariably blows a weedy stream of warm air - and requires pin point accuracy under a sensor to keep it switched on. Observe users of the loos (but surreptitiously enough not to arouse suspicion) and you’ll see them stand in front of the drier for a number of seconds and then walk away, wiping their hands on their trousers. The drier thus solves no problem - but still consumes energy.
User centred design and usability are well known approaches to creating online solutions. From the story told on the Airblade website, these same techniques were used in the development of the new Dyson product. By observing and analysing the problem from the point of view of the user the Dyson team identified the technological changes necessary to provide a better hand drying experience. There is no spout under which you place your hands - instead you put both hands into a slot, which automatically starts the air flow. Unheated air is forced through a tiny gap, creating ‘high velocity air that wipes hands dry in just 10 seconds’. The result is faster, more hygienic hand drying for users with greater energy efficiency and cost effectiveness for operators
The first time I used this product (the highlight of a most unproductive meeting in a grotty station hotel) I was wierdly excited by how well it worked and have spread the love ever since. In taking the time and making the effort to get the product so right Dyson have not only created an exemplary product, they have also confirmed their brand values and made brand ambassadors of their users - thus supporting take up of existing and future domestic products.
To paraphrase Paul Daniels, ‘Now that’s experience design’.
Do you have a favourite product or solution that works so well you’re prepared to evangelise it?
Jenni wrote this on 20.11.07 –
It's filed in the Design, User experience box
On November 20th, 2007 at 1:14 pm, Trevor responded:
I’ve still yet to see one of these elusive Airblade doo-dads, but dream of them idly while burning my hands on an incorrectly set restroom dryer.
One solution I do love (and Josh will give me no end of grief for this, I’m sure) is the way the Windows Explorer address bar functions in Vista. By clicking on the little arrows I can easily navigate my way around my hard drives without even using the main Explorer window.
While I’ll readily agree that Windows Explorer is still far from perfect, even the die-hard Mac fanboy will agree that the OS X Finder is long overdue for an overhaul.
On November 20th, 2007 at 1:30 pm, Sophie Tanner responded:
You’ve just given me a revelation! Only this Saturday did I experience the dyson handdrier for the first time. It’s weird how such apparently irrelevant experiences deposit a fine layer of satisfied sediment in your conciousness. You said it was the highlight of your meeting; it was the highlight of my cold and wet train journey to Reading, and I didnt realise until now!Thinking back, it did give me a small warm feeling, and not just in my hands, that someone had finally acknowledged the wet sleeve, damp hand syndrome that accompanies you from a public toilet and makes life that little bit more uncomfortable. What a new and unexpected bonus to have a handdrier that does the job! Fellow hand-driers and I exchanged faint, incredulous smiles, gazing at our dry palms as we left the convenience!
I think if you can design solely around experience then you’re onto a winner and, as a job title, it can only bring you success…
On November 20th, 2007 at 3:11 pm, Will McInnes responded:
- laughing at Sophie’s wonderful comment… :)
On November 20th, 2007 at 6:21 pm, Joshua responded:
the dyson airblade lives upto the promise. and it just works - perfect. i’m always so disappointed with hand dryers and this one is magic.
it has been well thought out as a product - much experience testing i am sure. and when you see it - you see dyson. the visual language of the vacumm has been extended over to the airblade. before i used the dryer i knew i was in for a treat.
in dyson and experience design we trust
On November 21st, 2007 at 2:01 pm, andy responded:
the airblade makes trips to churchill square worthwhile. never has hygiene been so cool. if this is experiance design, long may it reign
On November 21st, 2007 at 3:52 pm, Jenni responded:
Seeing as though it’s not just me who’s so keen on the Airblade, I’ve created a Facebook Group for us all - come join in! ‘I heart the Dyson Airblade’ http://www.facebook.com/group.php?gid=5877552508&ref=mf
On November 22nd, 2007 at 2:35 pm, Al Stevens responded:
Isn’t it wonderful that just by making a product usable it can make people happy - a fact so true with the web too. I am just embarking on ‘The Design of Everyday Things’ by Don Norman - a usability classic. I will keep this in mind as I read.
On December 18th, 2007 at 5:57 pm, Jenni responded:
I love that book Al - particularly as it deals with such everyday examples - like the placement of door handles so you know intuitively know whether to push or pull. When something’s right you almost don’t notice it, when it’s wrong it’s glaringly obvious - in real life as much as online.