Why Design Will Eat User Documentation

Design Will Eat User Documentation and technical writingAs Marc Andreessen once quipped, software is “eating the world,” embedding itself in all material and digital products. The basis of his remark was that digital interaction was an order of magnitude faster and more efficient than analog.

Design will eat user documentation explains that now a much more profound change is afoot because design is permeating everything that humans make. People are more likely to use things that have been explicitly designed for them because products’ ease of use and relevance are greater.

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Improving the Business Impact of Technical Writing and UX Writing

Improving Business Impact Technical WritingImproving business impact of technical writing and UX writing outlines how to increase the business value of two writing disciplines that directly affect customer experience.

Before diving into that, the backstory shares how I developed an unusual point of view while practicing service design and experiential social media—and how this led me to technical writing and UX writing.

Then the main event: I offer five ways organizations can substantially improve the business impact of technical writing and UX writing.

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Ethnographic Research for Design

Ethnographic Research for Design: IxD Service Design UX Strategy Interaction Customer ExperienceEthnographic research for design explains how to use advances in ethnographic research of social media to design products, services, experiences… anything—while getting better results at lower risk. Ethnographic research of social media is breakthrough for designers in the “design stack” in which I’ve includedArchitecture/Interior Design, Product Design, User Experience Design/Interaction Design, UX Strategy, Service Design and Customer Experience Design.

Designers in all fields lament clients’ resistance to funding robust research. Traditional design research methods are often grounded in asking proposed users explicit questions, and self-reported responses vary significantly from actual behavior despite respondents’ best intentions. Similarly, shadowing, service safaris, “a day in the life,” and other analog research methods are costly and slow. Sample sizes are necessarily small because scaling analog methods greatly multiplies the budget and length of the research phase. Ethnographic research of social media changes the game because it studies proposed users’ actual behavior in digital public when they’re having heated discussions about the outcomes they want when the proposed product, service, or process is useful to them. It enables […]

On Autonomy, Artificial Intelligence and the Internet of Things

Autonomy Artificial Intelligence and the Internet of ThingsAutonomy Artificial Intelligence and the Internet of Things reflects on how people’s autonomy will be affected by software-powered devices and systems that are rapidly permeating our individual and social lives.

Although this noodle has a strong personal angle for me, I also have the unusual benefit of having regular conversations with people who are leading the redesign of our “environment.” By superimposing digital devices, sensors, and “intelligence” onto the physical world, designers, engineers, policy makers, behavioral economists, neuroscientists, nanoscientists, and investors, just to name a few, are changing how we perceive and interact with our “world,” so I’ll also bring my insights from those conversations to it. Finally, I’ll consider creator and user points of view on autonomy artificial intelligence and the Internet of things.

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