Personal touch

Today I received a letter from Gässling. First I had no idea about the reason, but I soon realized. Also pretty soon the letter made me smile. In the end I was laughing despite that they just had informed that their original ambitious design had failed in few cases and they were sending me spare buttons.

I have been writing about how an error in service or product should be mended for the customer.
Attached pic tells a story how personal touch can make a difference when something goes wrong.

Naturally personal touch requires actual use of personality leading big companies being hesitant with that kind of approach. Fresh exceptions can be found among recent web startups. They boldly use language that is both approachable and clear for users.

Mending an error smoothly is proved to create even more loyal customers. I cannot evaluate this case objectively, but clearly I'll be happy to change my buttons in case something really happens to them and will not hesitate to buy my next pair of underwear from Gässling =)

Keeping finnish industries competitive by design thinking - Herrmans

As a bicyclist I was thrilled to see a Finnish bicycle part manufacturer Herrmans seeking for a industrial designer the other year.
Not only that at some point I had spotted that the company might use some design thinking, but in the end because my good friend and extremely talented designer Mikael Heikkilä got the position.

I have been eagerly waiting to see the results of his design efforts and it really starts to have an effect on the brand previously known for OEM manufacturer.

I just replaced original Specialized grips with these Endorfin 3D grips.
I love the tiny detail and the caring thinking in how he has marked the left and right as well as the up directions. Marking these directions means that I can push them with ease and confidence to the bar and that just makes me feel good. -A feeling that is sometimes hard to justify in the R&D meetings, but makes a significant effect on the customer.

 

Design story - Gässling underwear

Marketing sometimes fails to deliver the original design intent to the customer. Since the contradiction between design and marketing has been intriguing me, I was really exited when I had the chance to discuss with Joakim how a garment that now supports a whole new underwear brand Gässling was designed and is now marketed.

I wish all the best for Joakim and I just checked that you can still order some treats for christmas ;)

The name
In short, Gässling is a Swedish underwear brand that makes premium eco underwear for style conscious men. From the very beginning we wanted to create a brand based on Swedish values that was primarily focused on an international market.

We knew that we wanted to use organic cotton and that they should be manufactured in a responsible manner and we needed a brand name that could reflect this as well as look Swedish. The name should fulfill these criteria; be Swedish but not look strange in English, speak of nature, have a local connection to Malmö where we’re based and to be easy to remember.

We started to analyse different traits of nature and eventually we got hooked on the goose. We thought it was a good animal for us because there are lots of geese in Malmö and it has very sympathetic traits. For instance if a goose gets injured during flight, another goose will stay behind until it gets better or dies. It took about 1.5 months and a lot of debating to come up with the name Gässling, which means gosling in Swedish (goose baby).

The product
It’s usually said that in order to break into a saturated market your product need to outperform the competition tenfold.
I wouldn’t say that our underwear is ten times better than other underwear but we have done our very utmost to create some killer garments. We tried to list all available pain points and address them one at a time. Some details that are worth mentioning are that we don’t have a care instruction tag inside, but they are instead printed for better comfort. The waistband is covered in fabric for a smooth feel and there are no seams in the back or sides of the garment to make it as clean as possible.
Our second - more aspirational product is the first ever (as far as I know) tight fitting boxer with an openable waistband. To give it an extra exclusive look we used fabric covered buttons that were all custom made to match the color of the main fabric.

What’s next
We have now been online a few days and even though we are still very far from sold out we can see that the main traffic is coming from outside of Sweden and predominately from the US. This tells us that we probably made some correct decisions when creating the brand. Now we need to turn those page views into purchases but if we succeed with that is another story. 

Egolocical thinking as a strategy; Patagonia and Basecamp Oulanka

Some might say that Patagonia is crazy company when launching a campaign with the motto "Don't Buy This Shirt Unless You Need It".

For me, it made read through their values and find out that Patagonia is one of the leading companies in the world really finding ways to produce it's outdoor gear in the most ecological way possible.


Outdoor lovers use enormous amounts of different kind of synthetic fibres, plastics and composite products. It's about time that there are some leaders in making our consumption leaner so that we will not destroy our environment while enjoying it.

Another good example of ecological thinking in nature travel is Basecamp Oulanka in Kuusamo. They arrange a range of wilderness activities from extreme adventures to well-being holidays - all with high environmental, social and economical standards.
Seeing what modern wilderness tourism has done to many areas of Finnish Lapland, doing things really in the original way and minimizing operational footprint in every way is a refreshing, delightful and not a bit less fun.

Buy a Patagonia - if you really need one, and go to Kuusamo to enjoy some real experiences!

Consumer complaint case: Talisker whisky with a fly

When I poured a glass of Talisker whisky last autumn and found a partly dissolved fly from my glass, I had a romantic vision about small distillery and scotts and I though that I'd better inform the guys in Talisker that some part of their process is not bulletproof.

After a long search for contact information I managed to get an email address through discussion group in Talisker Facebook group and I sent my mail with these pictures.
After three months of email discussion with Diageo (owner of Talisker) I was requested to send the sample with the fly AND the remaining bottle to UK to be studied.

I have to say that all the romance about Scotland and small scottish distilleries being proud of their products vanished: Diageo representative quite clearly implied that I had put the fly into my glass to hoax a replacement bottle. Any kind replacement was not even discussed, although I would have been happy for that in the beginning.

Conclusion: When you find a fly in your Talisker whiskey - don't even bother to complain.

Final report


Dear Perttu *******,


Thank you for raising your concern with regards to a fly in your 70cl bottle of Talisker. We have received a 4cl sub sample along with the bottle that you had sent back to our Technical Centre for investigation. On receipt we noted that the bottle was 40% full and the 4cl sub sample contained a fly, there was no labelling on the sub sample. We have now completed analysis with the following results: The strength measured = 45.8% (Label strength indicated 45.8%) Higher alcohol congener analysis indicated that the sample in the bottle was a genuine sample of Talisker. Higher alcohol congener analysis indicated that the sub-sample was a genuine sample of Talisker. Sensory assessment found the sample to be similar in character to the control sample of Talisker with no off notes or tainting detected. The sub sample was filtered and was found to contain a fly measuring 2.6mm in length. Conclusions: The sample was filtered and was found to contain a fly measuring 2.6mm in length. As the sample was received open it is not possible to determine when the fly entered the sample. We would like to thank you for taking the time to return these samples to us for analysis, although we cannot ascertain at what point in our process the fly could have entered the product, due to the bottle being received open. The pictures initially provided also showed the fly was in the drinking glass and not in the bottle, again we do not have any evidence to support the claim of the fly in the bottle. Unfortunately we will have to close this concern as we have do not have any conclusive evidence to support the claim.  

Kind Regards,
Customer Account Manager

To complete the story I paste here also my response.
It's quite easy to see how Diageo could have solved this smoothly and hard to imagine why they decided not to pursue user satisfaction.

I was waiting for further comments from you, but thanks for informing that you agree with my species identification.

I wouldn't have needed to ask you that though. I saw it carefully enough to know that it was not part of Finnish fauna.

I actually thought that you guys care and my input would help somehow the quality of your products. I'm quite shocked that you think I went through all the trouble just to hoax you.

I also want to remind you that I asked three times that do you really need also the bottle or would the sample be enough. And you requested to have also the bottle, causing me even higher shipping cost. -In future I suggest that you tell the policy in early phase and save a bit of customers nerves and your reputation.

It is understandable that manufacturing processes have flaws. But when policies and communication have flaws or intentional difficulties, that is totally something else than understandable.

After your latest mail, I'm relatively pissed off and I'm going to publish your response on my blog.
On the meantime, I assume that you send me back the 40% of the bottle that was left. -Not that I'd drink it, but still it's mine to pour into the sewer.

Sincerely,
 Perttu ******* 

Couple of weeks after this I received a delivery. It was quite sad moment, but mostly because I felt so bad for the company I felt so strongly before. -Somehow the whisky just wasn't that good anymore..

Exped Airpillow - instant classic

When hiking or traveling my weak spot is the pillow. Having a poor sleep can ruin a lot. After trying many versions from regular ones to high end down -versions I can say that I know guite a lot of pillows.

Exped has made a good job in ensuring excellent sleep in winter conditions with their Downmat. Now I dare to say that they have made a iconic travel pillow:
Airpillow M is extremely small, lightweight, has comfortable surface and is easy to fill and empty. Also it looks good. Only down side is that it's so popular it's hard to find at least in Finland. I found mine in Scandinavian Outdoor Store :)

Aging in style

I love products that age with style.
In fact I might not be the most careful user of products, since I want them to look that they've been used. Especially outdoor gear looks a bit newbie if it's brand new.

When I unscrewed these worn lock pedals I felt slightly sad, but on the other hand happy to be able to look what they've gone through.

If you try to find a material that ages with style - go with aluminum, but be careful not to overdo the finish since the phase between glossy surface and worn out style might be nasty.

Graphics work: theme for a homescreen clock

My strengths are on the product and services concepts and not so much on the graphical design. Despite the tendency I sometimes have artistic urges to fulfill.

Not so long ago, we realized a co-operation possibility with my ingenious colleague, who has coded a clock/timer application to Ovi Store on his spare time. I had a vision to work with fonts covered by paint or dirt and he could use a theme for his application. As in design work generally - there was a feeling of magic in bring this -this time artistic- vision alive. Theme builds on the Symbian Anna software refresh.


Here's the preview of the theme, but you can as well download the whole application to your smartphone to get a better picture :)
 

Personalization using product printing and modelling interface

Nervous System is a magnificent company. They manage to combine three highly appealing trends and form beautiful products as end result.
1) Personalization: Enabling user to modify the design or make completely unique design to make product truly personal via intuitive user interfaces.
2) Biomimicry: Combining nature and digital by basing the designs on patterns found in nature. If you think about it Now - there's no better foundation to build algorithmically formed designs.
3) Using 3D printing as manufacturing method to accomplish all this.


Check some of their videos or try their modelers and enjoy :)



Growing a Hyphae Lamp from Nervous System on Vimeo.

Industrial design - fighting against windmills

Old colleague of mine left the company to continue her PhD in an academic project in metal industry. The main problem is the old one - how to get users needs and opinions better into consideration in product development.

The same issue continues to puzzle in all branches where R&D plays a role in success or failure of products. I see this area as area where industrial designers operate. We are supposed to be the answer to the very problem! -Why have we failed?


Industrial designers have learned the methods of user centered design, we can conduct user studies and usability studies, we can recognize behaviors and see the parts which could be improved. We can even improve service processes. Why majority of the industrial designers skip most of this and work only on trends, forms, surfaces and finishes?
-Could it in the end be the lack of competence?
-Could it be the strict organization models?
-Credibility in the eyes of management?
-One possibility is our own ambitions. Every industrial designer wanting to be a "Star Designer" - drawing masterpieces with just intuition.
-Or could the reason be the lack of terms and definitions for a industrial designer that not only makes an artistic interpretation of the actual product, but also finds and uses the user data to create a product proposition to this foundation?
-In the end, it might be just a matter of education and knowledge in the company management.



I have described the work of industrial designer as fighting against windmills. The management is slow, stubborn and resists change. All the little pieces of change and true needs of user that we can fight to the products are all little victories! -It's just to decide that which mills you want to fight against and by which means :)

Improving UX design by managerial decisions?

Original build of Kenwood kMix hand mixer had a power cord that could be rolled around the base of the mixer allowing a perfect fit to the table stand.

I fell in love with this feature and bought the mixer. The disappointment was huge when I found out that some "UX aware manager had clearly improved the design" by extending the cord for any of the usual reasons and simultaneously ruined the design.

I don't believe in the democracy of expertese.

Light treatment

When the winter begins, the thirst for light is immense. It doesn't really matter how you get it, but if This method works, I'm a happy camper.

Oulu based Valkee is studying and manufacturing bright light treatment device that deliveres the light more directly to the brain, saves eyes, allows user to move around while treatment and makes the treatment significantly shorter.

The main issue here is that it's really hard to believe this method is really working. You can evaluate the idea next time you turn your face towards the sun. -Is it your eyes or the tissue behind those, that enjoys the sun.

Design for not-in-use

This soda maker shows an perfect example how some products are designed without the thinking that how they actually are used.

When do you actually see your newly purchased OBH soda maker looking like this? -The machine stays unused 99% of the time looking like it's literally missing parts. Only time you actually keep the bottle attached to the machine is when you make the soda. And that's actually when all other functions (like attaching the bottle instead of good looks) are critical components in creation of the user experience.

Feature improvement?

Apple shows an example, how to take a hit like a man and turn it into a success.

There is a new feature in the new iPod Shuffle:

You remember the last years model - which didn't have buttons, only voice UI.

This is solved then - even without seeing the figures.
-Let's see what happens on the touch phones area - are HW buttons getting even fewer or will there be new rise of user control.

Why satisfy to ultimate performance?

When analysing how to make a design for young women, that delivers the message about the ultimate performance - one usually get's lost.

Why is it so natural to express the performance and qualities for men? -Just draw the headlines on the paper and make it look functional piece.

Is it really in our DNA so strongly?
-We see a good pair of tits and we have a positive attitude on the content.
-Girls see amazing shoulders and they are open for a guy to tell more of himself..

Designing for women can be close to trying to hit a girl. You need to make your stand, claim your opinions, prove your usefullness, act according to expectations, be transparent on your deliveries and be -last but not least- adorable.

Special coffee automate - automated poor service?

What's the point in having a machine for special coffees?

Usually coffee shop staff do not know what kind of coffee they are selling from the device.
What IS know in this equation, is the higher quality expectation when customer orders special coffee. -And for this expectation regular coffee shop answers by ignorance - selling a product they have no control over (not even quality control)?!

Why do they even bother, when they would have perfectly ok coffee on the pot to serve - with normal expectation level? -Maybe the disappointment would be lower..

Product features creating the user experience?

I was reading UXelements -blog, and that reminded me of one of my favorite Top Gear clip (below).

What the reviewer has is what so many corporate people (that design and build products) lack, he is passionate about the product (in this case cars).
This is what makes this review so funny and accurate, it shows so much of what is going on in product development where the essence of a product gets lost behind menus and ridicules decisions.

Note that the tone changes around 10 mins, but the beginning is the best part from the UX point of view ;D

Designed by: DESIGNER

Designers name starts to be almost as important investment as the design itself. This means that the Name is sometimes brutally forced into the design. This also creates contradiction to the designer. First option is to keep design clear and expect that a sticker will emerge and other one is to promote your own brand but possibly compromise the design into some extent.
Personally I don't like any kind of stickers, nor this kind of 'design features'. I'd rather keep the design clear and let it speak instead of milled letters..
In the picture you can see Origo light - designed by Eero Aarnio as you can clearly see..

You could think finding number 51 would be a piece of case

You could think finding number 51 would be a piece of case.
But in this case there has definitely been 'something else' in the designers mind. -Standard paper size and/or some readymade mechanics might be the good guesses..
Definitely this is as far from user oriented design you can go. Infact it almost feels like it is deliberate internal joke, which ended into production..

*update 17.4.2010*
Now compare to This one:

Photo tagging - a simple application needed

One thing what I have been looking for is the easy way of tagging pictures, instead of moving items into specific folders to be able to find photos later. By tagging I can add two totally different tags, like Art and Oulu into same photo, and by doing that, find the photo among art references and among the pictures of Oulu city.

Picasa provides rather simple possibility to edit and search IPTC tags. Few days ago I was glad to hear that even my favorite viewer IrfanView also provides a possibility to view and edit IPTC data of .jpg files with just a few klicks. -It could be easier, but it's sufficient.



The surprising thing is that applications use this powerfull and potentially delightfully simple tagging system so little or create a complicated system around it..
Somebody interested in creating a nice little viewer with intuitive and effective tagging possibilities would pobably make a huge impact on the scene!