They may be old rockers. But they certainly understand music distribution these days:
November 22, 2009 · Leave a Comment
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Tagged: music, music distribution, pixies, Social Media, Twitter, usb
To err is digital. To learn from your digital errors, divine.
November 19, 2009 · Leave a Comment
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Building a mental model for continuation of care service design following chemotherapy
November 8, 2009 · Leave a Comment
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In Memory of Pam Taucher: Inspiration for Cancer Care Service Design
November 5, 2009 · Leave a Comment
Two years ago today, Pam Taucher passed away following a long fight with breast cancer. Pam was my mother’s best friend and colleague and was like a close aunt to me. Her infectious sense of humor and lovingly brutal honesty are what I cherish on days like today.
I recently interviewed my mother toward better understanding what Pam went through as she received chemotherapy. This little piece of unedited, raw ethnography was conducted for a service design project I’ve embarked on for Memorial Sloan Kettering’s new Brooklyn chemotherapy clinic. With help from some extremely gifted colleagues from the Institute of Design, my hope is to learn from Pam’s experience toward creating a new approach for continuity of care following a course of chemotherapy. And who knows, maybe sharing raw footage like this will help someone on a similar quest.
We love you Pam, ashes scattered in the digital ether.
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Tagged: design, ethnography, joe gray, Institute of Design, Service design, cancer, memorial sloan kettering, chemotherapy, breast cancer, pam taucher, continuity of care, cancer survivor
Subtle hints at Apple’s tablet ecosystem and the future of print media
October 19, 2009 · 1 Comment
Last week, Apple made a policy revision to the App Store that will now allow developers to sell additional content through free apps. This change may seem subtle to the casual observer, but as Brian Chen of Wired points out, this seemingly minor change actually points the way to Apple’s broader potential to save the newspaper and publishing industries:
Picture a free magazine app that offers one sample issue and the ability to purchase future issues afterward. Or a newspaper app that only displays text articles with pictures, but paying a fee within the app unlocks an entire new digital experience packed with music and video. This is an example of the “freemium” model that Wired magazine’s Chris Anderson explains in his book Free . . . It’s plausible to imagine that a freemium strategy would be much more effective through a tablet app than a website. If the tablet is indeed designed like a 10-inch iPod Touch or iPhone, as insiders have described it, then publishers developing apps will be able to take advantage of features such as the accelerometer, GPS, live video streaming and multitouch to innovate the way they engage with their audience — and, ultimately, persuade them to pay.
As I’ve said in the past, freemium and content convergence are Apple’s doorways into redefining the print industry while simultaneously giving the tablet form factor a unique place in people’s lives (well beyond what the Kindle and Sony Reader have achieved). This is another great example of Apple’s platform thinking at work — they are poised to create new economics for the newspaper and print industries through a retail, distribution, and hardware ecosystem. Such an ecosystem certainly makes Microsoft’s Courier tablet demo look like a lonely piece of hardware.
But this much is obvious.
What has yet to be seen is whether newspapers and publishers can complete the picture with innovative content partnerships and build sustainable business models for the tablet ecosystem. Simply going the route of the Dallas Morning News and Amazon revenue-sharing model will be unsustainable for newspapers. Remember what James Moroney, publisher of the Dallas Morning News said in his testimony to Congress about the fate of the newspaper industry (quoted by Malcolm Gladwell in his review of Chris Anderson’s Free):
They [Amazon] want seventy per cent of the subscription revenue, I get thirty per cent, they get seventy per cent. On top of that, they have said we get the right to republish your intellectual property to any portable device.
And herein lies the most difficult part of getting this right. With music and film, Apple’s iTunes created a new marketplace and service ecosystem around content that is in ever-increasing demand. That is to say, music and movies didn’t have to be reinvented to develop the iTunes experience — they just needed to be digitally rendered, distributed and delivered. But in the case of newspapers and publishers, the experience needs to be entirely re-imagined before people are willing to pay a premium.
Otherwise, we’ll just continue to consume the smorgasbord of free content at our fingertips.
→ 1 CommentCategories: Apple · Apple tablet · Freemium · Kindle · Newspapers · Service design · app store · business model innovation · joe gray
Tagged: app store, Apple tablet, business models, chris anderson, content, content convergence, design planning, free, Freemium, innovation, iTunes, joe gray, Kindle, malcolm gladwell, Newspapers, platform thinking, product ecosystem, publishing, Service design, service ecosystem, Sony Reader
Streams with banks vs. Waves without shores
October 15, 2009 · 1 Comment

Many in the tech press are wondering whether Google Wave will achieve mass adoption. And while I haven’t yet been granted a golden ticket to try the beta, I’m already skeptical of whether this platform will find a place in my lifestream. I think the biggest issue I’ll have with Wave is that it strives to be synchronous while at the same time having few design constraints. Let me explain . . .
I find utility in Twitter, Yammer, and Facebook as both synchronous and asynchronous platforms. At times, I’m actively engaged in streams of data from these services. At other points in time, I momentarily dip into the stream or receive push notifications of certain types of information. And all three of these platforms have inherent technical or behavioral constraints, which is actually what makes them so useful: Throughout the day, I snack on bite-sized Tweets and bit.ly links from people involved in my interests. At work, I tap into Yammer to get a brief glimpse of what colleagues are tackling. And Facebook, while not as constrained as Twitter, provides me with a ready stream of social snacking. All three of these platforms combined with MMS, Skype, and good old telephony are always at hand with my iPhone.
So while constraints have helped make platforms like Twitter useful for me, Google Wave’s lack of constraints and demand for synchronicity may ultimately make it useless. Lev Grossman said it well in his recent review of Wave:
Wave operates in real time, it demands immediate attention like an IM or a phone call, or for that matter, a crying baby. When Wave is up, it’s hard to focus on anything else. That isn’t a defect, but it does narrow the scope of its usefulness. Getting more information right away isn’t always the most efficient way to work.
I suppose only time and experience will tell whether Wave is a useless firehose of distraction or a useful collaboration and aggregation platform. So I best get back to finding myself one of those golden tickets.
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Tagged: collaboration, design constraints, Facebook, Google, Google Wave, joe gray, lifestream, Synchronous vs. Asynchronous, Twitter, Yammer
Coke versus Pepsi: The humble systems thinker versus the design egotist
September 22, 2009 · Leave a Comment
Over the past year, there’s been no shortage of press surrounding Peter Arnell’s failings with the Tropicana and Gatorade brand redesigns at Pepsi. I just read Fast Company’s Masters of Design feature on David Butler, head of design at Coke, and was impressed by the stark contrast he represents to Arnell’s approach. David Butler’s philosophy (not to mention personality) certainly sounds markedly different from Arnell’s “purveyor of pop culture” approach which found him on a “five-week world tour of trendy design houses” as a major source of inspiration for the Pepsi assignments:
“It’s great that when David speaks, he doesn’t speak in the language of design,” says Joe Tripodi, Coca-Cola’s global marketing chief. When he talks to folks on the manufacturing side, to the bottlers, to the retailers, Butler’s message, Tripodi says, “is very simple: Here’s what I’m going to do to help you sell more stuff.”
Contrast that with his counterpart, Pepsi’s design consultant, Peter Arnell, who titillated the blogosphere last spring with a 27-page memo he wrote called “Breathtaking,” defending his new logo design. He cited inspiration from da Vinci’s Mona Lisa to his Vitruvian Man, and described the “gravitational pull” of a can of Pepsi on a supermarket shelf. That was before he compared his genius at creating a 3-D Super Bowl ad to Thomas Edison’s invention of motion pictures. Many designers were mortified, fearing Arnell had discredited the whole tribe with his claptrap.
In many ways, Butler is the anti-Arnell, a first-class designer who shuns the latest trendspeak. “I read all the journals. I love design theory. I’m a junkie for that stuff. But that’s at home,” he says. “At work, I don’t use the phrase ‘design thinking.’ Here, it’s about creating more value. How do we sell more of something? How do we improve the experience to make more money and create a sustainable planet?”
David Butler is inspired by design theory and pop culture as much as the next designer, but his real drive comes from approaching big problems through systems thinking:
[Butler's experience at Studio Archteype] and a run-in with Peter Senge’s book The Fifth Discipline: The Art and Practice of the Learning Organization changed the way Butler thought about design. He saw how systems thinking could be applied in a more holistic way. In the past, he says, design had been focused on straightforward problems: Come up with a drinking vessel, say. But now it was being asked to solve multipronged problems: How do we get clean drinking water? “We’re moving from linear problems to wicked problems,” he says, and the old default solution — hire a rock-star designer — no longer works. “The model of a master of design creating that magical object that is going to change the business is an old way of thinking. I can’t use it to work on wicked problems. I need to have capability internally.”
Side note: This trajectory was pioneered by Esslinger at frog design and is a major focus of his new book, A Fine Line:
→ Leave a CommentCategories: books · coke · design · pepsi · systems thinking
Tagged: account planning, coke, CPG, David Butler, design, design planning, esslinger, Fast Company, FMCG, frog design, gatorade, grant mccracken, joe gray, pepsi, Peter Arnell, tropicana
Sensing the Nonsensical
September 17, 2009 · 1 Comment
I’m a bit obsessed with this print by Chad Hagen, part of his Nonsensical Infographics series. It feels like the elusive framework we’re all searching for — you know, the one that helps us predict what’s next from what we glean from the present and past. A familiar sense from the nonsensical.
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Tagged: art, design, frameworks, infographics, joe gray
When will Facebook give us an iPhone app that does something remarkable? Here’s one idea.
September 4, 2009 · Leave a Comment
Last week, Facebook released the latest iteration of their popular iPhone app. While the user experience is significantly improved, the Facebook app sadly remains little more than a miniaturized version of the Facebook website. This “lazy” approach to mobile app development certainly isn’t unique to Facebook. iTunes is littered with apps that merely mimic consumer websites, thus failing to offer brand experiences particular to the iPhone and its unique modes of use. (One notable exception is the Amazon iPhone app, which offers Amazon Remembers, an assisted shopping service specifically designed for mobility and iPhone functionality.)
What’s perhaps most disappointing about Facebook’s approach is that they have been slow to develop new services that take advantage of the wealth of in situ user-reported data about our activities, moods, and behaviors.
Consider Facebook’s now dominant role as a photo-sharing site. At its busiest, Facebook loads 550,000 photos each second, and you can assume that a fair share of these photos are uploaded or viewed via Facebook’s apps for smartphones. Now consider the metadata associated with these photos: The user’s GPS location, compass orientation, the time and date the photo was taken, whom else is present (via photo friend tags), and associated captions and concurrent status updates that provide some semantic cues as to what the photo literally and emotionally represents to the end user.
Get the picture?
The Facebook mobile app, and more specifically, the Facebook iPhone app is a powerful generative platform for an entire range of new services that Facebook could (and frankly, should) offer.
Imagine using Facebook’s deep archive of profile data and in situ metadata to find places and events around town that fit your desires at a moment’s notice. Imagine having the ability to automatically view photos from your profile and the profiles of friends associated with a given location, time, or mood (“Placebooks,” anyone?).
To show you what this might look like, here is a very preliminary Facebook mobile app concept called “Sugar” I developed with two of my colleagues from the Institute of Design:
So where is mobile social networking heading? And what may lie ahead for Facebook?
Loopt, a location-based social network certainly grasps the power of in situ real-time user data and has recently begun offering “always on” service for users, allowing them to be alerted of the activity of nearby friends. While it is yet to be seen whether this type of service will achieve wide-scale adoption, it is an indication of what Facebook should be considering in future iterations of its mobile app (with the proper privacy features, of course). And to be fair, it seems Facebook may already be exploring such an idea with Nokia.
Mobile is the future of Facebook. When will Facebook begin to fully grasp this?
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Tagged: design, Facebook, Institute of Design, iPhone App, joe gray, Loopt, mobile, prototype, Social Media, Social Networking









