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Riddle: When Is Twitter Like an Elevator?

Travel enough, and you encounter a lot of elevators. This simple device can offer some interesting user experience lessons. Some are bizarre ones, like the incomprehensible control system I described in Don’t Redesign Your Elevator! The other day, in a perfectly fine Southern California hotel, I found elevators whose control panels all showed a virtually identical wear pattern. In every one of the four different elevators, the white paint was rubbed off the “L” marking the Lobby floor. […]

By |February 26th, 2014|

Computers As People: Happy Customers and Automation

Forget the Turing Test! (That test, proposed in 1950, was a measure of machine intelligence that required a machine to interact with a person so effectively that the person could not distinguish it from a human.) But you don’t have to try to fool people – research shows well-designed automation can make people feel like they are interacting with a real person even when they know they aren’t. […]

By |January 19th, 2011|