I think we like to pretend design process is linear and deterministic. It’s easier to sell that way. And perhaps if you zoom back far enough it is. Some of the time.
But there’s always seems to be more going on. Like the instincts you follow very early on about design details you’re not meant to be thinking about for another 3 phases. That gut feel for what’s going to make this app kick-arse that emerged even before you fully understood the business problem at hand.
Finally, someone’s articulated this. And it rings true to me.
When I do a design project, I begin by listening carefully to you as you talk about your problem and read whatever background material I can find that relates to the issues you face. If you’re lucky, I have also accidentally acquired some firsthand experience with your situation. Somewhere along the way an idea for the design pops into my head from out of the blue. I can’t really explain that part; it’s like magic. Sometimes it even happens before you have a chance to tell me that much about your problem! Now, if it’s a good idea, I try to figure out some strategic justification for the solution so I can explain it to you without relying on good taste you may or may not have. Along the way, I may add some other ideas, either because you made me agree to do so at the outset, or because I’m not sure of the first idea. At any rate, in the earlier phases hopefully I will have gained your trust so that by this point you’re inclined to take my advice. I don’t have any clue how you’d go about proving that my advice is any good except that other people — at least the ones I’ve told you about — have taken my advice in the past and prospered. In other words, could you just sort of, you know…trust me?
The full article is well worth a read (spotted in this post on Bokardo).
I offered Westpac some feedback on their process for temporarily blocking credit cards (note to self: don’t leave them in restaurants). I think they heard me, but I’m not entirely sure because they spent so much more time covering themselves than talking about what I’d suggested.
The online form to offer feedback is OK. It’s easily accessible from the site navigation. There’s a few too many fields; a bit too much disclaimer. But you can get about suggesting.
After submitted you get an auto-response ping-back. Yawn.
But the kicker is the real response received the next day. It’s below in its entirety. Look at the ratio of response to arse-covering guff.
Total email: 4,289 characters.
Actual response: 372 characters.
Quoted original feedback: 457 characters.
That’s 81% that’s all about them and nothing about me. If that was a real face-to-face conversation with someone in a branch, you’d would have already walked away.
Subject: 200907200096 - Credit Cards - Suggestion or comment from Collinson
Security advice: Before accessing emails or the internet, always update your virus, firewall and Operating System software. For more information on security, visit the Westpac homepage.
Dear Mr Collinson
Thank you for taking the time to send us your feedback.
We value your suggestion to allow an individual card to be blocked.
Unfortunately, at the moment, our system is limited to cancelling or temporarily blocking all cards linked to a single account number if any of the cards are compromised or lost.
Your feedback is greatly appreciated as it allows us the opportunity to address issues that are important to our customers. Please be assured Westpac will consider the suggestion you have provided.
Mr Collinson, we trust this information is of assistance. Should you have any further enquiries, please contact us by email or call Card Services on 1300 651 089 if you are calling from within Australia or on + 61 2 9374 7082 if calling from overseas (available 24 hours a day, 7 days a week) and one of our Banking Representatives will be happy to assist you.
Yours sincerely
Wayne Liew
Banking Representative
Westpac Banking Corporation
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[THREAD ID:1-14E4TSY]
——-Original Message——-
Sent: 20/7/2009 01:03:48 PM
To: online@westpac.com.au
Subject: 200907200096 - Credit Cards - Suggestion or comment from CollinsonfeedbackType : Suggestion or comment
feedbackDetails : I’ve got a credit card account with a Visa and AMEX
accessing the same account. I misplaced my Visa and got a temporary lock
on it. I wanted it to just lock the Visa because I still have my AMEX and
it would be very convenient for me to still be able to use that. But
instead the whole account is locked and my perfectly good AMEX in my
possession is temporarily useless to me.
enquiryType : Credit Cards
outcomeSought : Change of systems and processes to block credit
cards, not credit card accounts, so that if you have multiple cards
accessing an account, you can still use the cards in your possession.
userTitle : Mr
userTitleOther :
userFirstName : Brett
userSurname : Collinson
userEmail :
userConfirmEmail :
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Jakob, you still have it. Great advice to ditch the discount coupon code field in purchase processes if you can. Not only is it poor for people to remember it to enter, but it discourages people who don’t have the code from buying because they feel like they are missing out. Better to send links with the discount embedded in it.
