Profit making and good user experience do not need to be at odds. At Lyft, we found a way to reduce our costs AND provide a measurably improved customer service experience by enhancing our automation in support ticket handling. Read the full post on Lyft’s Engineering blog on Medium -> https://eng.lyft.com/save-money-offer-a-better-experience-it-can-be-done-2f3cdbc66c42
Category Archives: Design
Building for the End-User
When engineers know why are they building what they are building and who are they building it for, they make better engineering decisions, the work is more interesting, and it improves the overall product experience. Read the full post on Lyft’s Engineering blog on Medium -> https://eng.lyft.com/building-for-the-end-user-93c9f3a4c7df
The Product Experience of Mission Driven Companies
The Stories We Tell We all build up stories about the world based on preconceived ideas from culture and experience. This can cause us to make some very poor decisions such as when HP denied Steve Wozniak’s multiple attempts to offer the personal computer or we assume those from underdeveloped countries are not capable of being entrepreneurs. “The stories we …
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Get The Gears Turning: A story of becoming unstuck
When you feel stuck in life, work, or anything, one tool I’ve always found to be helpful is to “go out and ask the world.” Read the full post on Medium -> https://medium.com/@seanboltondotme/get-the-gears-turning-a86f13f58cf3
Winning Startup Weekend (SF)
This was my second Startup Weekend. My team won! I was CEO and co-founder, partnered with two good friends (my co-founders) who were CTO and CDO. We created an app called Nikomu which was about connecting people through cooking together. For many many years I’ve been interested in how people connect through technology and this …
Desire Paths, Service Design and Branding when traveling from Denmark to Norway
I recently traveled from Denmark to Norway. Here are three great examples of desire paths, service design and branding that I saw while doing the traveling part of the trip. DSB is the biggest Danish railway provider. They have a very easy to use phone app that let’s you purchase tickets, use your phone as …
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One Small Way Government Communication Would Be Different From a Service Design Perspective
We all know those, often long and confusing, letters we get in the mail from a government agency. Now put yourself in the shoes of someone in a foreign country who lacks proficiency in the county’s main language because they are new. Those letters just got a whole lot worse. Navigating a government system in …
(My First) Startup Weekend
Startup Weekend is an experience I would recommend for anyone. It will not be an easy weekend but you will learn an incredible amount and have a once in a lifetime experience. You have 54 hours to work with a team you probably don’t know and go from idea to reality with a business plan. …
Firefox Context Menu – Drag-and-Share Design Concepts
After the research phase of the context menu, is the design phase. Myself along with a few other from the Firefox UX team met to do some ideation and brainstorming. We generated many ideas and then consolidated them into a few main themes. The first of these themes is what I call ‘drag-and-share.’ I noticed …
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How Should a CEO Respond to Emails
This is about, one of my favorite things: touchpoints. Every interaction someone has with your product/service is a touchpoint. It is an opportunity to communicate value, build loyalty and grow brand. Recently I moved to Denmark for a few months. Being my first move to a new country, not everything goes smoothly. I did not …
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