A QUOTE

No, no, no. We like their unique culture, but we don’t want that culture at Amazon. We like our culture, too. Our version of a perfect customer experience is one in which our customer doesn’t want to talk to us. Every time a customer contacts us, we see it as a defect. I’ve been saying for many, many years, people should talk to their friends, not their merchants. And so we use all of our customer service information to find the root cause of any customer contact. What went wrong? Why did that person have to call? Why aren’t they spending that time talking to their family instead of talking to us? How do we fix it? Zappos takes a completely different approach. You call them and ask them for a pizza, and they’ll get out the Yellow Pages for you.

A QUOTE

A lot of people in our industry haven’t had very diverse experiences. So they don’t have enough dots to connect, and they end up with very linear solutions without a broad perspective on the problem. The broader one’s understanding of the human experience, the better design we will have.

A TEXT POST

Plan to be awesome

Awesomeness is hugely underrated discipline in UX.
There are million of ways how to be awesome, here is for example one way pronounced in bullet-point plan from Zappos.

  1. Deliver WOW Through Service
  2. Embrace and Drive Change
  3. Create Fun and A Little Weirdness
  4. Be Adventurous, Creative, and Open-Minded
  5. Pursue Growth and Learning
  6. Build Open and Honest Relationships With Communication
  7. Build a Positive Team and Family Spirit
  8. Do More With Less
  9. Be Passionate and Determined
  10. Be Humble

These are all fairly high-level and it is a good move. What counts is that you don’t see anywhere rules like “links should be blue and underlined”, which are mere technicalities - and don’t have to be valid everywhere.

Current UX field in Czech environment is highly focused on these kind of rules, on usability as such. Noone aims to produce great websites and who is, thinks, that being awesome equals being usable.

My intent, however, is to make websites that surprise users, delight and defend them. That will work great on all devices and won’t bother users by offerring unnecessary choices. And as for usability? That should be the basics.

A QUOTE

It appears therefore more natural to think of physical reality as a four dimensional existence, instead of, as hitherto, the evolution of a three dimensional existence.