We live in modern times, witchcraft has been replaced by technologically magical products and service whose appearance is as alluring as our expectations of how we can use them. The more utopian the products and service we use become the less we need to understand how they work, which is fine, until something goes wrong and you need to get it working again.

1. Presenting:
Magic (Hurt feelings & forgiveness)
UXLX May 2011
E: hello@olishaw.com
T: @olishaw
W olishaw.com
1
Today
I
will
be
talking
about
Magic...

2. THE FOLLOWING PRESENTATION CONTAINS SOME PHILOSOPHY AND
THE FOLLOWING CONTAINS SOME PHILOSOPHY AND
MADE UP WORDS
BUT DON'T LET THAT PUT YOU OFF, IT’S GROUNDED IN A YEAR OF
BUT DON'T LET THAT PUT YOU OFF, IT’S GROUNDED IN A YEAR OF
RESEARCH AND ACADEMIC PAPERS
RESEARCH AND ACADEMIC PAPERS
F&I FUN AND INSPIRATION
MAGIC, DELIGHT, WONDER, AMAZEMENT, EMOTION
RELATIONSHIPS, DESIRE, LOVE, ANGER, FRUSTRATION,TECHNOLOGY, BROKEN
2
There
will
be
some
philosophy,
concepts
and
some,
well
quite
a
few,
made
up
words.
But
don’t
let
that
put
you
off,
this
is
all
grounded
in
a
year
of
research,
conversaAons
and
reading
too
many
PhD
thesis'.
This
talk
is
about
inspiraAon
and
sparking
discussion,
also
fair
warning
-­‐
prepare
for
a
data
upload.

3. Charles Chaplin - Modern Times 1939
3
We
live
in
modern
Ames...
Urban
populaAons
conAnually
grow,
with
more
and
more
people
drawn
into
the
metropolitan
environment.
We
can
travel
to
more
places,
faster,
cheaper
and
more
frequently
then
ever
before.

4. 4
The
exponenAal
advancement
and
growth
rate
of
technology
is
matched
only
by
it’s
conAnually
falling
costs.
Our
aJtudes
towards
technology
has
dramaAcally
shiKed,
we
are
really
in
an
age
of
disposable
technology.

5. Minority Report (2002) Johnny Chung Lee (2007)
5
We
move
from
science
ficAon
to
science
fact.

6. Kinect for Xbox 360 (2010)
Image: ffffound.com
6
...and
(beyond)
onto
the
consumer
market
at
a
phenomenally
fast
rate.

7. 7
So,
its
liPle
surprise
as
to
why
there
is
such
a
resurgence
in
popular
culture
of
the
supernatural;
like
vampires,
werewolves
and
ghosts
and
why
magic
is
sAll
very
much
alive
in
living
consciousnesses.
I
want
to
take
a
closer
look
at
magic
and
how
it
is
linked
with
the
technology
we
use
and
design
for.
Focusing
more
on
the
experience
of
using
this
technology,
how
it
has
evolved,
the
culture
that
surrounds
it
and
how
this
in
turn
changes
our
expectaAons
and
percepAons.

8. Part Creative / Part Anthropologist / Part Strategic
Developer
Animator
Art director
Head of UX
Experience Planner
Design researcher
Service designer
Strategist
8
Before
we
begin
with
this
story,
as
is
customary,
a
liPle
bit
about
who
I
am;
I’m
not
really
a
specialist
anymore,
I
have
a
varied
background
and
had
a
range
of
job
Atles
-­‐
my
work
now
is
part
creaAve,
part
anthropologist
and
part
strategic.
Over
the
years
I
have
found
that
its
important
to
keep
a
good
balance
of
thinking
and
making.
What
interests
me
most
is
the
ever
changing
culture
around
us,
how
technology
is
seamlessly
integraAng
with
our
lives
and
becoming
more
and
more
essenAal
to
our
everyday
living.

9. What is magic?
9
To
begin
a
story
about
Magic,
I
think
it
is
important
to
first
be
clear
on
what
I
mean
when
I
say
magic.
The
term
magic
has
become
some
what
of
a
muddied
term,
there
are
different
types
of
magic
including:

10. 10
The
purely
ficAonal
like
the
LOTR
&
Harry
PoPer.

11. Excalibur (1981) Indiana Jones and the Last
Crusade (1989)
11
The
mythical
like
Excalibar
&
Holy
Grail.

12. siegfried and roy, david blaine, david copperfield
12
And
Illusions
from
the
Vegas
shows
with
David
Copperfield
to
the
street
magic
of
David
Blaine
and
alike.
But
the
magic
I’m
going
to
to
talk
about
is
a
different
type
of
magic
altogether.

13. Pythagoras (570 BC - 495 BC) Image: wikipedia
13
Lets
start
by
going
into
some
history…
Pythagoras
a
Greek
philosopher,
mathemaAcian
and
founder
of
the
religious
movement
called
Pythagoreanism.

14. “There are no miracles:
there is only ignorance.”
14
He
is
quoted
as
saying...
...which
could
be
interpreted
as
there
is
no
magic,
only
ignorance.

15. Paracelsus (1493-1541) Image: Wikipedia
15
Moving
forwards
in
Ame...
Paracelsus
was
a
Swiss
polymath
(simply
put:
a
person
who
does
a
range
of
differing
things)
“physician
and
surgeon,
philosopher
and
theologist,
metallurgist
and
alchemist,
magician
and
scienAst,
travelling
medicine
man
and
father
of
the
science
of
pharmacology,
of
the
early
16th
Century.“
He
explored
and
experimented
in
a
lost
of
different
areas
but
also
had
an
interesAng
view
on
magic,
which
in
the
16th
century
wasn’t
an
uncommon
topic.

16. “magic meant the use of
natural forces which
were not yet completely
understood.”
16
To
Paracelsus...

17. Science Religion
Magic
17
Looking
back
there
are
references
to
magic
daAng
back
to
between
the
1st
&
6th
centuries
BC.
Here
is
a
nice
anecdote:
“sorcery
was
taken
ca.
1300
from
Old
French
sorcerie,
which
is
from
Vulgar
LaAn
*sorAarius,
from
sors
"fate",
apparently
meaning
"one
who
influences
fate”.”
Whichever
early
global
culture
you
look
at
there
was
a
cultural
and
societal
balance
or
understanding
between
Magic,
Religion
and
Science.
Each
had
their
mys<cal
strengths
and
each
were
as
baffling
yet
as
unchallengable
as
the
next.

18. Technology?
Science Religion
Magic
18
Despite
there
being
no
formal
link
between
science
and
technology;
Science
being
about
theore<cal
and
abstract
inves<ga<ons
and
explora<ons
in
to
nature.
And
Technology
about
prac<cal
applica<ons
and
devices
for
human
use.
However,
when
looking
through
the
frame
of
Magic,
Religion
and
Science,
technology
tends
to
reside
closest
to
science.

19. Middle Ages
Science Magic
Technology
Space Race
Science Magic
Technology
Present
Science Magic
Technology
19
Way
back
when,
technology
was
seen
as
magical,
then
over
Ame
as
science
became
more
recognised
in
the
mainstream
consciousness
technology
was
seen
as
scienAfic
advancements.
We’re
now
seeing
in
more
and
more
digital
devices
/products
today
is
a
shiF
in
understanding
or
percep<on
from
science
to
magic...

20. Image: ffffound.com
20
It
would
be
hard
to
do
any
talk
which
touches
on
technology
and
magic
without
menAoning
the
Arthur
C.
Clark
quote,
which
so
concisely
links
the
understanding
of
technology
with
the
raAonal
of
it
as
being
something
magical:
“Any
sufficiently
advanced
technology,
is
indisAnguishable
from
magic”
What
is
key
about
this
statement
is
that
it
is
about
understanding.
A
users
understanding
of
technology
an
as
a
result
their
comprehension
of
it.
While
they
may
understand
what
it
can
do
they
don't
necessarily
need
to
comprehend
how
it
works,
as
a
result
its
‘explained
away’
as
being
something
which
is
magical.

21. 21
Automagical
Is
a
good
example
of
this.
It
is
commonly
used
to
describe
complex
things
that
happen
without
knowledge
of
the
mechanics
that
make
it
happen…

22. Harry Potter and the Philosopher's Stone (2001)
22
For
example,
in
the
first
Harry
PoPer
film
he
arrives
at
Hogwarts
School
of
Magic
and
it
is
Ame
to
be
assigned
his
‘house’.
In
which
a
sorAng
hat
is
placed
on
his
head
to
decide
his
fate.
The
hat
reads
his
mind
to
decide
which
house
they
should
live
in
at
the
school.
Taking
into
account
his
personality,
interests,
previous
and
current
life
and
so
on.
It
automagically
gives
a
decisive
decision
without
showing
or
explaining
any
of
the
factors
which
were
involved.
While
we
don't
have
a
magical
sorAng
hat
or
arguably
the
need
for
it
to
decide
where
we
would
be
best
placed
to
live
(although
that
might
actually
be
quite
helpful
in
our
growing
urbanised
future).
What
we
do
have
a
host
of
things
that
do
quite
similar
things
for
us:

23. 23
The
iTunes
genius
playlist.
Or
Google’s
“Sort
by
Magic”
opAon
in
its
RSS
reader.

24. Devices apps services
24
From
now
on
I’m
going
to
consolidate
all
manner
of
magical
technology
be
it:
a
product,
a
service,
an
app,
a
device
or
gadget,
all
under
the
same
label
-­‐
Magitek,
for
simplicity
when
talking
about
magical
technology.
What
I’ve
no<ced
and
come
to
realise
about
the
rela<onship
between
magic
and
technology
is
that
Magitek
generally
falls
into
3
main
categories.

25. Explicitly
magical
25
The
Explicitly
magical.
Are
devices
or
services
which
claim
to
be
magical
and
for
the
most
part
they
deliver
on
their
magical
promise.

26. Images: ffffound.com
26
Unlike
the
x-­‐ray
glasses
of
my
childhood,
or
the
Windows
installer
‘wizard’.

27. 27
Apple
however
is
quite
predominant
in
the
area
of
calling
products
magic
and
delivering
on
it:
Like
the
Magic
mouse
or
the
the
Magic
Trackpad.

28. +
Magic Mouse MagicPrefs
28
Which
can
be
further
enhanced
with
an
app
called
MagicPrefs
which
expands
the
funcAonality
of
these
magic
devices,
giving
you
double
magic!

29. HTC MAgic ANgry birds magic (On nokia)
29
Other
technology
producers
are
geJng
in
on
the
explicit
magic
area,
such
as
the
mobile
phone
HTC
Magic.
Angry
Birds
Magic
-­‐
NFC

30. Implicitly
magical
30
Then
there
is
the
Implicitly
magical.
Which
are
devices
that
don’t
explicitly
call
themselves
or
claim
to
be
magical,
but
do
feel
magical
or
could
be
perceived
as
magical
devices.

31. Image: ffffound.com
31
For
me
an
obvious
one
is
mobile
phones.
These
are
mysAcal
liPle
boxes
of
magic,
which
year
on
year
seem
to
grow
in
what
they
can
do.
Its
actually
hard
to
call
them
mobile
phones
now
when
they
can
do
so
much
more
then
just
make
phone
calls.
How
long
will
it
be
before
Apple
rename
the
iPhone
to
something
more
fiJng
(or
will
they
keep
on
calling
it
a
phone
so
as
not
to
confuse
mainstream
consumers?).

32. >
Then Now
Chris heathcote - Urbicomp & the new new media
32
In
a
recent
talk
by
Chris
Heathcote
he
shared
a
great
list
of
‘then
and
now’
funcAons
mobile
phones
can
perform.
Fig1.
From
Then
/
Fig.
2
To
Now

33. >
Then Now
33
Another
example
of
this
is
the
Nintendo
Wii
controller,
in
years
past
when
playing
an
early
version
of
Super
Mario
we
always
physically
leant
over
when
trying
to
get
Mario
to
jump
a
large
gap.
Now
you
can
really
help
the
game
characters
move
with
physical
interacAon,
moving
your
arms
and
not
just
your
thumbs.
Makes
me
wonder
what
the
modern
equivalent
of
playsta<on
thumb
will
be…

34. Unrecognised
as magical
34
And
finally
there
is
the
Unrecognised
as
magical.
Theses
are
the
things
which
we
don’t
give
a
second
thought
to
as
we
use
them.
But
things
in
this
category
perform
great
or
at
the
very
least
amazing
feats.
Much
like
talking
to
another
person
in
another
country
anywhere
else
in
the
world,
on
a
mobile,
instantaneously.
We
take
this
simple
act
for
granted
on
a
daily
basis,
yet
when
you
think
about
it
it
is
prePy
amazing.

35. 35
Just
like
every
Christmas
through
the
power
of
Skype,
opening
a
magical
portal
to
family
members
across
the
country
or
globe.
For
example
my
family
here
in
England
share
a
few
hours
on
Christmas
day
with
extended
family
in
the
Philippines
opening
presents,
sharing
stories,
seeing
faces
and
new
members
of
the
clan.
Enhanced
by
the
fact
that
at
least
on
one
side
there
is
a
huge
plasma
screen,
opening
up
the
portal
doors
to
another
<me
and
place
even
wider.

36. ‘Winning cat’ from ffffound.com
36
And
a
much
more
recent
advancement
is
the
ablity
to
use
Wi-­‐fi
on
a
moving
vehicle.
Having
a
laptop
with
no
visible
wire,
whilst
on
a
fast
moving
train,
traveling
to
another
part
of
the
country
and
being
able
to
surf
for
cute
lol-­‐kiNen
pictures
from
Japan!

37. http://www.youtube.com/watch?v=tERhJsmWwKo
37
Beyond
these
magical
categories
what
in
essence
are
the
secret
(magical)
ingredients?
What
qualiAes
does
Magitek
require
to
shape
the
technology
to
be
perceived
as
magical?

38. 38
Naoto
Fukasawa
the
former
of
head
of
IDEO
Tokyo
but
probably
bePer
known
for
his
design
work
on
Muji
products
where
he
was
on
their
advisory
board...
Has
a
a
nice
principle
which
I
feel
applies
to
Magitek...

39. design dissolving
in behavior
- Naoto Fukasawa
39
He
talks
about
his
design
principal
‘Design
dissolving
in
behaviour’,
which
I
parAcularly
like
the
concept
of
as
he
goes
on
to
describe
it
as
an
object
without
thought

40. 40
Take
games
consoles,
From
the
early
Ataris
through
to
the
Super
nintendo
to
the
Wii
and
now
with
Xbox
Kinetc
the
interacAons
of
controlling
a
game
are
ever
dissolving
into
the
behaviour
and
acAons
of
playing
a
game.
Surely
this
means
they
are
becoming
more
magical?

41. “People shouldn’t really have to think
about an object when they are using it.
Not having to think about it makes the
relationship between a person and an
object run more smoothly.”
- Naoto Fukasawa
41
The
more
I
think
about
what
makes
technology
magical
the
more
I
think
it
has
lot
to
do
with
not
having
to
think
about
how
to
use
it.
Or
a
further
extension
of
this
is
not
needing
to
know
how
it
does
what
it
does.

42. What are the principles of Magitek?
42
What
are
the
rules,
the
common
elements,
the
guiding
principals
of
magitek?

43. 1. It seduces through mystique & power
43
It
is
desirable
and
alluring,
it
aPracts
you
and
makes
you
want
to
explore
it
(pic
shows
3D
TV)

44. 2. It creates wonderment
Image: Helen Papagiannis — The Amazing Cinemagician
44
Helen
Papagiannis’s
talk
first
introduced
me
to
the
word
wonderment
and
her
work
(pictured)
creates
that
Magitek
experience.
Wonderment
is
a
key
principal
of
Magitek,
once
someone
has
been
drawn
in
and
seduced,
wonderment
is
the
reward
for
their
inves<ga<on.
She
said:
“When
cinema
was
first
new
it
was
driven
by
spectacle
and
wonderment
at
the
technology,
it
was
a
‘cinema
of
aPracAons’.
With
the
technology
being
the
source
of
fascinaAon
rather
than
the
stories
presented.”

45. 3. It can be used without thought
45
This
principal
comes
directly
from
Mr.
Fukasawa.
Have
you
ever
seen
a
toddler
playing
with
and
iPhone
or
iPad?
This
principal
is
about
ins<nct,
intui<on
and
effortlessness.

46. 4. It hides the complexities of its mechanics
Image: Timo Arnall @ nearfield.org
46
Its
not
important
how
it
works,
we
just
need
it
to
work
and
the
less
we
have
to
think
about
it,
the
more
magical
it
could
be.
This
image
is
visualising
the
RFID
that
surrounds
an
Oyster
card
(a
card
for
the
pre-­‐payment
to
access
the
London
Underground).

47. 5. It goes beyond obvious
needs & expectations
flickr.com/photos/russelldavies
47
This
principal
is
is
much
more
than
Magitek
being
just
a
novelty...
having
the
ability
to
surprise
and
delight
more
than
once.
These
images
are
of
a
candy
/
sweet
holder
which
has
a
slide
show
projector
in
-­‐
a
great
novelty,
but
once
the
sugary
snack
is
gone
the
novelty
fades.
While
this
principal
is
not
necessarily
essen<al,
for
me
this
should
be
a
mandatory
principle
for
all
Magitek.

48. 6. It leads into
something deeper...
48
Now
the
last
principle
is
one
of
the
most
important
ones,
because
even
the
most
amazing
thing
in
the
world
can’t
sustain
that
engagement
‘high’
without
changing
over
Ame.

49. 49
Magitek
is
about
delight,
wonderment
and
a
joyful
mysteriousness…
But
how
can
it
go
deeper
towards
something
like
love
and
have
a
stronger
relaAonship
with
us?
This
is
where
we
get
into
emo<onal
design.

50. Emotional Design By Donald Norman
50
There
is
a
lot
of
overlap
with
emoAonal
design,
in
fact
the
last
two
principles
of
Magitek
where
‘borrowed’
from
this
list
in
Dr.
Norman’s
book.

51. Emotional
Design
51
This
is
a
vast
topic
and
interests
of
keeping
(roughly)
to
Ame
for
this
presentaAon
I’m
going
to
only
lightly
touch
on
it.
It
is
an
area
I
have
spent
a
great
deal
of
Ame
researching
and
thinking
about,
so
if
you
want
to
chat
about
it
over
a
drink
later
come
and
find
me.

52. Emotions Emotions
towards from
Magitek Magitek
52
What
I
will
say,
is
that
from
a
sufficiently
high
level
there
are
two
direc<ons
we
can
look
at
emo<ons
from:
Our
emoAons
towards
objects
in
this
case
Magitek.
And
emoAons
that
can
come
from
Magitek.

53. Emotions Emotions
towards from
Magitek Magitek
53
This
side
of
it
is
a
well
documented
are
of
design,
what
interests
me
most
about
emoAonal
design
is
when
we
consider
it
in
human
terms,
like
the
interpersonal
relaAonship
between
us
and
objects,
and
the
different
ways
we
love
people
-­‐
how
this
can
be
applied
to
digital
and
connected
things.

54. 54
While
researching
this
topic
I
came
across
the
term
Objectphiles,
these
are
people
who
have
a
deep
inAmate
(not
always
sexual)
relaAonship
with
inanimate
objects.

55. Eija-Riitta Berliner-Mauer Sandy K
55
First
up
is
a
lady
who
fell
in
love
with
the
Berlin
wall
and
married
it
in
June
of
’79
taking
‘his’
name.
Second
is
Sandy
K
whos
in
love
with
the
Twin
towers.
Fascina<ng,
but
not
quite
what
was
looking
for…

56. 56
Objectphiles
aside,
I
find
it
interesAng
to
consider
our
relaAonship
with
the
object
in
human
terms.
Which
leads
me
to
Anthropomorphism.

57. “The attribution of human
motivations, beliefs and feelings
to animals and inanimate things.
The more behaviour something
exhibits, the more we are apt to
do this”
57

58. “we have these things in our pockets that
cry, and we have to pick them up and
soothe them back to sleep, and then we
have to feed them every night by plugging
them into the wall, right? And at no other
time in history have we had these really
strange non human devices that we take
care of as if they are real.”
- Amber Case, Cyborg Anthropology
58
Amber
Case
(of
Cyborg
Anthropology)
does
a
good
job
of
arAculaAng
our
relaAonship
with
mobile
phones
in
human
and
emoAonal
terms
here.

59. o2: Tarifmonsters by Joshua Ben Longo
59
O2
did
an
interesAng
ad
campaign
in
Germany
called
Tarifmonster,
which
did
a
nice
job
of
bringing
this
to
life...

60. Emotions Emotions
towards from
Magitek Magitek
60
Which
brings
me
on
to
the
other
direcAon,
emo<ons
that
can
come
from
Magitek

61. 61
Thinking
ahead
to
the
near
future,
what
about
when
we
embrue
technology
with
personali<es
and
emo<ons?
Something
which
I
have
been
thinking
and
talking
a
lot
about
over
the
last
few
years
and
had
numerous
conversaAons
with
Ben
Bashford
about.
He
did
a
great
arAculaAon
of
what
this
could
mean
and
coined
this
(EmoAComp)
very
fiJng
term.
Amongst
other
things
he
talks
about
the
potenAal
dangers
we
face
by
creaAng
objects
with
personality,
as
we
already
have
enough
aPenAon
grabbing
media
around
us.

62. Possible system personas:
- The frugal cash machine
- The angry drinks vending machine
- The slothful laptop
- The timid vibrator
- The overexcited mobile phone
62
The
idea
of
a
systems
persona
is
an
intriguing
one...
Imagine
a
frugal
cashpoint
who
want
to
help
you
keep
your
money
rather
then
spend
it...
You:
I
would
like
£40
pounds
Cashpoint:
No,
I
think
I’ll
only
give
you
£20,
you
need
to
save
more
for
the
end
of
the
month
You:
WTF?
EmoAcomp
aside,
we
are
already
having
some
very
real
experiences
around
our
relaAonship
with
technology,
how
we
perceive
and
interact
with
technology
and
our
emoAons
that
grow
and
develop
towards
it.

63. Emotions, Love
& Relationships
63
Our
bond
and
relaAonships
with
technology
is
important,
for
the
near
future
when
technology
has
its
own
personality
and
communicates
with
us
and
expresses
its
own
feelings.
To
the
way
our
relaAonships
are
and
our
aPachments
to
technology
around
today.
Emo<onal
design
is
vitally
important
for
when
this
wonderful
and
magical
technology
goes
wrong...

64. ‘Tweety’ - Eats, get’s exited and pukes
64
This
is
my
cat,
when
she
eats
and
then
gets
over
exited
she
throws
up.
But
its
easily
forgiven
because
of
the
emoAonal
relaAonship
with
her.

65. Can we have a similar relationship
to something technological?
65
How
about
forgiving
a
washing
machine
because
it
leaks?
Or
an
iPhone
because
it
drops
a
call?

66. When technology goes wrong
66
The
stronger
our
emoAonal
connecAon,
the
easier
it
will
be
for
us
to
for
give
technologys
liPle
indiscreAons
and
its
bigger
failures.

67. 67
We
are
already
exposed
to
numerous
technological
failures
in
our
daily
lives

68. Image: Sami Niemelä flickr.com/photos/sami
68
InformaAon
boards
at
transport
hubs.

69. 69
A
menu
on
the
exterior
of
a
restaurant

70. Image: Timo Arnall flickr.com/photos/timo
70
Lack
of
connecAvity.

71. 71

72. 72
Its
not
always
just
the
soKware
that
can
go
wrong.

73. 73
A
liK
is
the
last
place
you
want
to
see
a
blue
screen
of
death.

74. The Unhappy Path
74
Welcome
to
The
‘unhappy
path’,
as
you
are
all
probably
familiar
with,
this
is
the
term
used
to
describe
the
failure
routes
when
designing
experiences.

75. 3 Common types of error:
- User errors
- Connection / No data errors
- Technical bugs / errors
75
Speak
to
most
developers
and
they
will
tell
you
that
there
are
3
common
types
of
failures
that
can
occur:
An
error
on
the
users
part.
And
error
in
the
infrastructure
leading
to
no
data
or
connecAon.
And
a
technical
error
or
bug.

76. How do you get off
the unhappy path?
76
Thinking
like
a
user
for
a
moment...
How
do
you
get
off
the
unhappy
path?

77. 77
This
is
were
we
can
learn
from
an
amazing
80s
cartoon.

78. Ulysses 31
78
There
is
an
episode
of
Ulysses
31
called
the
eternal
punishment.
Ulysses
encounters
Sisyphus,
a
king
condemned
to
fill
a
crater
with
boulders
for
all
eternity.
Ulysses
comes
to
the
planet
and
finds
out
that
the
planet
is
reconsAtuAng
the
metal
boulders
and
then
rolling
them
back
to
him.
There
is
no
end
to
the
boulders
coming
down
the
hill
to
him,
he
is
in
an
eternal
cycle,
hence
the
name
‘The
Eternal
Punishment’.

79. Diagnosis &
Misdiagnosis
79
Before
you
can
get
off
the
unhappy
path,
you
need
to
know
where
your
are
on
it,
what
is
wrong.
The
most
common
problem
with
designing
a
help
system
is
the
accurate
diagnosis
of
the
problem,
what
part
of
the
system
has
gone
wrong,
how
can
we
overcome
this
problem?
If
you
get
this
wrong
you
can
fall
in
to
an
eternal
cycle
trying
to
repair
a
part
of
the
system
which
may
not
be
at
fault.

80. Emotions affecting our ability
to rationally solve problems
80
And
this
is
where
we
see
our
emoAons
coming
back
into
play.
As
we
aPempt
to
repair
or
overcome
a
failure
we
can
become
frustrated,
angry
and
even
have
rage
towards
the
failed
piece
of
technology.
All
of
which
hinder
our
ability
to
approach
the
problem
raAonally
and
ulAmately
can
prevent
us
from
fixing
the
problem.
This
is
something
there
has
been
a
lot
of
research
into,
a
lot
of
papers
wriPen
and
too
much
to
summarise
in
this
short
space
of
Ame.

81. Magiteks
Achilles’ heel
81
Magiteks
greatest
strength
is
also
its
greatest
weakness,
which
is:
our
understanding
of
it.
Its
magical
because
we
don’t
know
how
it
does
what
it
does,
but
this
also
means
we
have
liPle
hope
of
know
what
is
wrong
with
it
when
it
fails.

82. 82
Sami
Niemelä
from
Nordkapp
who
does
a
lot
of
service
design
in
the
urban
environment
amongst
other
things,
has
coined
the
term
BrokenComp.
In
which
he
talks
about
the
potenAal
problems
with
urban
compuAng
and
the
potenAal
broken
future
ahead
of
us...

83. New opportunities for problems:
- (Digital) Eco-systems
- Ubiquitous computing & services
- Urban computing & services
- Magitek
83
Its
not
just
urban
compuAng
we
need
to
be
aware
of,
there
are
a
raK
of
new
areas
where
problems
can
occur...
You
have
downloaded
a
track
in
iTunes,
transferred
it
to
your
iPod,
but
when
you
go
to
play
it,
it
wont
play
-­‐
is
the
problem
with
the
original
download,
the
transfer,
the
DRM
of
the
track
on
the
iPod,
the
iPods
hard
wear,
or
the
iPods
soKware,
the
operaAng
system
or
the
iTunes
app?
How
badly
could
these
fail
and
how
will
we
know
how
to
fix
it?

84. 84
Seamlessness
is
something
the
Ubicomp
has
been
looking
into
for
someAme
now...

85. ‘Beautiful Seams’
- Mark Weiser
85
Mark
Weiser
spoke
about
the
concept
of
not
just
designing
invisible
systems,
but
systems
with
beauAful
seams.

86. “Designing for seamlessness or seamfulness
does not inevitably mean that a technology
is always visible or always invisible.
Instead one should focus on making a
technology visible when necessary and then
to disappear when not needed anymore”
- Oskar Wenneling, Seamful Design – The Other Way Around
86
We
don't
always
need
or
want
seams
but
we
do
need
them
to
be
visible
when
appropriate,
like
when
its
breaking...

87. Kano model
Excitement
Very satis ed Excitement needs
Delighted delight when present but no
dissatisfaction when not
Performance
Performance needs yield a
proportional satisfaction for an
investment in execution quality
Executed Executed very
poorly or not well
at all
Basic
Satisfying basic needs merely
minimises dissatisfaction.
Absence or poor execution leads
to greater dissatisfaction.
Very dissatis ed
Disgusted
Image: Jason Mesut
87
To
begin
to
wrap
this
talk
I’ll
bring
in
the
KANO
chart,
there
are
2
interesAng
things
about
the
KANO
chart...

88. Kano model
Very satis ed
Delighted Excitement
Performance
Executed Executed very
poorly or not well
at all
Basic
Very dissatis ed
Disgusted
Image: Jason Mesut
88
1.
OverAme
what
starts
out
as
excitement
evolves
into
general
performance
needs
and
then
into
basic
hygiene...
Whats
magical
today
is
taken
for
granted
tomorrow.
And
the
second
is
to
do
with
the
verAcal
axis,
moving
from
delight
to
disgust...

89. Image: Tom Bland
89
And
2,
well
its
like:
One
moment
it’s
like
being
a
child
at
Disney
world,
you
get
to
meet
your
hero
Micky
Mouse,
its
a
dream
come
true,
you
receive
a
hug
and
everything
is
just
magical.
(Thanks
to
Tom
Bland
for
illustraGng
these
for
me
tombland.net)

90. Image: Tom Bland
90
And
the
next
moment,
your
get
an
ice
cream
and
while
eaAng
it
you
pass
an
alley
between
the
building
and
see
Micky
with
his
head
off
and
a
man
inside
smoking
a
cigarePe...
How
quickly
we
can
move
from
delight
to
disgust...
(Thanks
to
Tom
Bland
for
illustraGng
these
for
me
tombland.net)

91. We should be designing things which:
- Delight, engage but most of all deserve attention
- Can be liked, but should be loved
- Gracefully degrade, and have beautiful seams
- Are appropriate, polite and earn our forgiveness
91
So
to
finish
with
a
collecAon
of
principle
to
approach
designing
Magitek
things
by:
-­‐
Delight,
engage
but
most
of
all
deserve
aNen<on.
-­‐
Can
be
liked,
but
should
be
loved.
-­‐
Gracefully
degrade,
and
have
beau<ful
seams.
-­‐
Are
appropriate,
polite
and
earn
our
forgiveness.

92. THANK YOU…
www.olishaw.com / @olishaw
92
Thank
you!
By
the
way,
who
remembers
the
Nintendo
PowerGlove,
as
featured
in
the
film
Wizard?
I’ll
leave
you
with
the
advert
for
it...
hPp://www.youtube.com/watch?v=93iDhnBcMGo
Olishaw.com
@olishaw