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Magic (Hurt feelings & Forgiveness)


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We live in modern times, witchcraft has been replaced by technologically magical products and service whose appearance is as alluring as our expectations of how we can use them.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.

Magic (Hurt feelings & Forgiveness)

  1. 1. Presenting: Magic (Hurt feelings & forgiveness) UXLX May 2011 E: T: @olishaw W 1Today  I  will  be  talking  about  Magic...
  2. 2. THE  FOLLOWING  PRESENTATION CONTAINS  SOME  PHILOSOPHY  AND   THE  FOLLOWING   CONTAINS  SOME  PHILOSOPHY  AND   MADE UP WORDS BUT  DONT  LET  THAT  PUT  YOU  OFF,  IT’S  GROUNDED  IN  A  YEAR  OF   BUT  DONT  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 2There  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. 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. 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. 5. Minority Report (2002) Johnny Chung Lee (2007) 5We  move  from  science  ficAon  to  science  fact.
  6. 6. Kinect for Xbox 360 (2010) Image: 6...and  (beyond)  onto  the  consumer  market  at  a  phenomenally  fast  rate.
  7. 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. 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. 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. 10The  purely  ficAonal  like  the  LOTR  &  Harry  PoPer.
  11. 11. Excalibur (1981) Indiana Jones and the Last Crusade (1989) 11The  mythical  like  Excalibar  &  Holy  Grail.
  12. 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. 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. 14. “There are no miracles: there is only ignorance.” 14He  is  quoted  as  saying...  ...which  could  be  interpreted  as  there  is  no  magic,  only  ignorance.
  15. 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. 16. “magic meant the use of natural forces which were not yet completely understood.” 16 To  Paracelsus...
  17. 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. 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. 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. 20. Image: 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  dont  necessarily  need  to  comprehend  how  it  works,  as  a  result  its  ‘explained  away’  as  being  something  which  is  magical.
  21. 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. 22. Harry Potter and the Philosophers 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  dont  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. 23The  iTunes  genius  playlist.Or  Google’s  “Sort  by  Magic”  opAon  in  its  RSS  reader.
  24. 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. 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. 26. Images: 26Unlike  the  x-­‐ray  glasses  of  my  childhood,  or  the  Windows  installer  ‘wizard’.
  27. 27. 27Apple  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. 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. 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. 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. 31. Image: 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. 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. 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. 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. 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. 36. ‘Winning cat’ from 36And  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. 37. 37Beyond  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. 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. 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. 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. 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. 42. What are the principles of Magitek? 42 What  are  the  rules,  the  common  elements,  the  guiding  principals  of  magitek?
  43. 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. 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. 45. 3. It can be used without thought 45This  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. 46. 4. It hides the complexities of its mechanics Image: Timo Arnall @ 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. 47. 5. It goes beyond obvious needs & expectations 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. 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. 49Magitek  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. 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. 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. 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. 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. 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. 55. Eija-Riitta Berliner-Mauer Sandy K 55First  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. 56Objectphiles  aside,  I  find  it  interesAng  to  consider  our  relaAonship  with  the  object  in  human  terms.  Which  leads  me  to  Anthropomorphism.
  57. 57. “The attribution of humanmotivations, beliefs and feelingsto animals and inanimate things.The more behaviour somethingexhibits, the more we are apt todo this” 57
  58. 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. 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. 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. 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. 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. 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. 64. ‘Tweety’ - Eats, get’s exited and pukes 64This  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. 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. 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. 67 We  are  already  exposed  to  numerous  technological  failures  in  our  daily  lives
  68. 68. Image: Sami Niemelä 68 InformaAon  boards  at  transport  hubs.
  69. 69. 69 A  menu  on  the  exterior  of  a  restaurant
  70. 70. Image: Timo Arnall 70 Lack  of  connecAvity.
  71. 71. 71
  72. 72. 72 Its  not  always  just  the  soKware  that  can  go  wrong.
  73. 73. 73 A  liK  is  the  last  place  you  want  to  see  a  blue  screen  of  death.
  74. 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. 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. 76. How do you get off the unhappy path? 76Thinking  like  a  user  for  a  moment...How  do  you  get  off  the  unhappy  path?
  77. 77. 77 This  is  were  we  can  learn  from  an  amazing  80s  cartoon.
  78. 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. 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. 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. 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. 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. 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. 84 Seamlessness  is  something  the  Ubicomp  has  been  looking  into  for  someAme  now...
  85. 85. ‘Beautiful Seams’ - Mark Weiser 85 Mark  Weiser  spoke  about  the  concept  of  not  just  designing  invisible  systems,  but  systems  with  beauAful  seams.
  86. 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  dont  always  need  or  want  seams  but  we  do  need  them  to  be  visible  when  appropriate,  like  when  its  breaking...
  87. 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. 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. 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
  90. 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
  91. 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 91So  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. 92. THANK YOU… / @olishaw 92Thank  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://