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Of particular interest are the bits on using kaizen in service design and how brand and UX relate.
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Karsten forwarded me this nice example of IKEA moving into Generation C territory: a furniture swap event supported with an online tool that allows you to map your room and have it subsequently be shuffled for inspiration.
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“Personas are to Persona Descriptions as Vacations are to Souvenir Picture Albums. […] If the vacation pictures aren’t compelling, did the vacation itself suck?” Thank you Jared. Can we wrap up this silly persona discussion now?
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Hey, don’t look at me! Blame Josh!!
Heh, yeah I know Jared. It does seem the UX community needs to have one of these discussions every year or so…
By the way—I had an interesting discussion about this with a social scientist today. (Hej Jane, if you’re reading.) We both agreed it’s silly to treat persona documentation as end products that are a goal in itself. As you point out the importance lies mostly in the construction of them. Jane pointed out that any time a persona document is put to use, it changes as well (or at least should change). So it’s process, not product.
Yah, I agree. That’s the right way to think about it.