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 [...]

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Don’t Redesign Your Elevator!

Do you have a website redesign planned? If so, there might be a lesson in my first experience with a Schindler ID System elevator control installation. When passenger elevators first came into use, they were complicated and a bit dangerous. They were often operated by employees of the building owner lest passengers get caught in [...]

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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 [...]

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