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MAKING PLACESINFORMATION ARCHITECTURE IN A POST-DIGITAL WORLD
ANDREA @RESMINIANDREA @RESMINI
ZURICH, FEB 21ZURICH, FEB 21
https://www.flickr.com/photos/pedrosimoes7/124758243
Let me tell you the story of what happened last summer 
when my daughter decided to brush up her French and 
attend a language school abroad.
INSPECTOR CLOUSEAU (THE SCHOOL)
As the story might get a little complicated to follow 
here and there, I’ll be providing visual clues. 
Namely, the school will be represented by Peter 
Sellers’ own Inspector Clouseau from the original Pink 
Panther movies.
SPECTRAL TARSIER (ME)
For reasons that will become clear as we proceed with 
the story, a spectral tarsier will play me.
AIRLINE
FLIGHT NUMBER
THE SCHOOL’S WEBSITE
Now, finding real information about language schools 
online is nigh to impossible. No forum discussions, no 
Tripadvisor reviews, nothing. Just their websites. I’m 
pretty sure they pay good money to get anything they 
do not like off the Web. Or plain kill people. 
Anyway, we made up our mind, went for a school in 
Paris, and started filling in their enrollment form. 
Mid­way, probably after giving them information about 
what her grandparents thought about the Winter War and 
the Finnish Interim Peace, this screen popped up.
So I fired up my mail and asked them.
...
A few days went by. Nothing happened.
So I picked up the phone and called France.
SPECTRAL TARSIER (ME)
We exchanged pleasantries we didn’t really mean, and 
then I asked them “I can’t complete your online form 
to enroll my daughter in one of your classes unless I 
provide a flight. Now, am I really supposed to book a 
rather expensive flight when I do not know if she will 
be accepted, since you have yet to confirm you have 
places available in that period?”
INSPECTOR CLOUSEAU (THE SCHOOL)
“Yes”
SPECTRAL TARSIER (ME)
“Swear to me you will have a place for her”
INSPECTOR CLOUSEAU (THE SCHOOL)
“Yes”
(legally speaking, *no*
binding value whatsoever)
It goes without saying that, legally speaking, they 
could say whatever they wanted and plead 
misunderstanding any time.
THE AIRLINE’S WEBSITE
But time is ticking away, so airline website it is.
THE AIRLINE’S WEBSITE
PERSON PICKING UP THE MINOR
PASSPORT NO.
Only we have a very unsurprising request from them. 
After all, we are talking about sending a 15­year­old 
somewhere on a plane, right? 
At this point we have started two processes which are 
caught in a Catch 22 deadlock. So I call the school 
again.
SPECTRAL TARSIER (ME)
“I need the name of the chauffeur who will pick my 
daughter up at the airport in Paris”
INSPECTOR CLOUSEAU (THE SCHOOL)
“Impossible. We raffle them up 2­3 days before 
students arrive. Just give them any name”.
Moar international phone calls.
SPECTRAL TARSIER (ME)
“Hello, airline? I’d like to have my 15­year­old 
daughter fly with you to her language camp in France, 
but you ask for the name of the person picking her up 
at destination, the school says they will not have a 
chauffeur until close to the departure date, and I 
can’t get her ticket which I also need to sign her up. 
Listen, it’s complicated. What do I do?”
(this was of course mixed up with a lot of ranting, 
moaning and complaining)
EDDIE KESSLER (THE AIRLINE)
(A note: the airline will be represented by Eddie 
Kessler from Boardwalk Empire. No particular reason, I 
just like the idea. It’s my presentation after all.)
“Sir, just write your name for the destination as 
well, then call us as soon as you have the correct 
name and we’ll do the necessary changes”
SPECTRAL TARSIER (ME)
“Oh, that’s nice, but what do you mean call us? If 
names can be changed, can’t I simply access my booking 
and make the necessary changes there?”
EDDIE KESSLER (THE AIRLINE)
“No. Call us” 
THE AIRLINE’S WEBSITE
(TOTALLY FAKE NAME HERE)
(NOW ENTER THE REAL ONE)
This would be too easy, right? It would probably rob 
you of all of your self­esteem. I mean, if you don’t 
sweat it, it’s not worth it, right? Anyway, I 
temporarily entrusted my daughter to the care of 
Pennywise the clown and we secured a seat on the right 
flight to Paris. Armed with date, time and flight code 
I went back to the school ... 
THE SCHOOL’S WEBSITE
PROPOSAL COMPLETED
YOUR TOTAL IS
AN INSANE AMOUNT OF MONEY
WILL MAIL TO CONFIRM ENROLLMENT
WILL MAIL FOR PAYMENT
... where I found out that the reward for completing 
the form was more waiting, as they had to confirm 
enrollment and send me further instructions for 
payment. Using a carrier pigeon, if I had to guess. 
Status: flight booked and paid, but we still have no 
100% guarantee we’re on.
...
And of course a couple of days go by with no mail, no 
confirmation, nothing.
Then this comes in.  
+
This is how I read it, actually. Bottom line: while 
the form asked you if you wanted chauffeur service or 
taxi service (I chose chauffeur), both are necessary 
for minors. Because reasons. And of course, that means 
you have to pay more.
You remember we booked the flight, right?
THE SCHOOL’S WEBSITE
VOILÀ
ENROLLED!
IT WAS EASY, RIGHT?
So I pay. 
That brings in good news (enrolled) and more 
ridiculousness. Passport scan?
SPECTRAL TARSIER (ME)
What the ..?
Moar writing. Where I try to keep it polite but do not 
really succeed.
...
A few days pass without no mail back.
Then this finally comes in. Apparently not a big 
problem.
(Worth stating: my daughter spent a wonderful week in 
Paris, studied and practiced her French, and came back 
home a happy girl) 
so many things
are broken here
flow
trust
ownership
ethics
these have
nothing to do with
forms
interactions
gestures
these have
everything to do with
information architecture
Here some of you might say: wait, isn’t information 
architecture that set of methods you use to create the 
structure for a website? Like labels, menus, and so 
on?
Sort of. But what we structure today is larger, 
pervasive systems where the website is just one piece 
in a much more complex clockwork. Mail, the Web, phone 
calls, a banking system, the airline, online forums, 
these were some of the pieces we stitched together to 
enroll my daughter to French camp. 
http://is.gd/h4me67
To explain this change, I have to take you back to the 
mid­90s.
computing was
precisely bounded in
space and time
R. S. WURMAN
When this book came out in 1998, Lou and Peter were 
working in a world that was strikingly different from 
the world of today. 
BLOG.SEVANVATOSSIAN.COM
“smeared across multiple
sites and moments in
complex and often
indeterminate ways”
– W. J. MITCHELL, ME++ (2003)
 
 
JSJOUST.COM
 
 
CASHIER?
 
https://www.flickr.com/photos/33689131@N07/15900592780
 If you took pictures in the 70s, this is the closest 
to the conceptualization of a selfie you could get 
back then. You would definitely say what you have here 
is “photography”, right? There’s a camera, you guess 
there’d be film, a dark room along the way, and a 
printout that was at a later point in time turned into 
the file I’m using here.
https://www.flickr.com/photos/andrewfysh/14437303498
 Taking a picture today probably happens most of the 
times this way. Remember that photography after all 
means drawing or writing with light, implying that 
light gets transferred to some support and made 
visible.
There’s no printing, no chemicals reactions, no 
lenses, no “photography”. Most of what we capture is 
not even meant to last. Still, this is photography, 
right? Granted, it might be bad photography, but 
that’s an entirely different issue.
This is because we understand that photography is not 
really bound by the technical limitations imposed by 
of 19th century technology. It’s about composition, 
framing, and constantly transposing the principles of 
capturing what made one moment a special moment into 
and through whatever tools we have at hand. Dark 
rooms, photoshop. Still photography.
https://www.flickr.com/photos/27485954@N07/4940794289
Unsurprisingly, you can apply this also to other 
phenomena. I was around when this was cool, and we 
used to call this music. It implied clunky players, 
batteries, cassette tapes, some record player and 
vinyl you could duplicate songs from, and terrible 
earphones.
Now this is music. Not only it generally does not 
involve half the gearwork you needed to enjoy your 
Sony Walkman, you do not need the Walkman cassette 
player itself. You only need a way to access the 
source. Thanks to technological convergence, we can 
haz music on our smartphones, tablets, laptops, a 
number of home appliances. Soon it will be wearables. 
And we call it music.
what happens when we
all are co-creators?
STANLEY KUBRICK
Let's not even mention the phenomenon of Russian car 
cameras, right? Still, can we just close our eyes and 
make these go away? Or dismiss them as “bad”? This 
video, online since 2012: 17 million views. Mission 
Impossible – Ghost Protocol, also out in 2012, sold 
24.3 million tickets. 
The Ice Bucket challenge videos have globally been 
seen more than a billion times.
when products
become services?
when we access and
remediate information on
the move 24/7?
a cultural and social shift
SHREK
CHARLES MOORE, PIAZZA D’ITALIA IN NEW ORLEANS
PULP FICTION
“a spectacle in front of
which the individual sits
powerless”
– A. KIRBY, THE DEATH OF POSTMODERNISM AND BEYOND (2006)
O.J.SIMPSONCAR CHASELIVEFEED
O.J. Simpson’s slow escape, broadcast live in 1994.
STEVEN SEAGAL: LAWMAN
This is not necessarily a good thing, and while some 
of us might find “Steven Seagal: Lawman” mildly 
entertaining, “Extreme couponing” has substantially 
fewer redeeming qualities in my book.
what we have is a
post-digital world
– S. JENKINS, WELCOME TO THE POST-DIGITAL WORLD
“the web is not a destination
in itself but a route map to
somewhere real”
cyberspace is not a place
we go to but a layer
tightly integrated into the
world around us
– INSTITUTE FOR THE FUTURE, 2010
ASSASSIN’S CREED UNITY
N. NEGROPONTE
In 1998, a momentous year it seems, Nicholas 
Negroponte of MIT wrote an essay for Wired titled 
“Beyond Digital”.
“is digital destined for
banality? certainly”
– N. NEGROPONTE, BEYOND DIGITAL (1998)
“it will become
tomorrow’s commercial
and cultural compost for
new ideas”
– N. NEGROPONTE, BEYOND DIGITAL (1998)
At a certain point, digital will be so intertwined 
with the fabric of day­to­day reality that we will 
only notice when it’s not there. Just like here, 
when the conference wi­fi goes down and you can here 
the “awwww” from miles away.
At that point, it will simply be a catalyst for 
creating something new.
A society that understands precision and punctuality 
is a society that has perfected the measurement of 
time and that has turned it into a widespread 
commodity through clocks, watches, and timetables.
FORD ASSEMBLY LINE – WIKIPEDIA
Precision and punctuality and linear order allow the 
conceptualization of the assembly line.
What do services like Uber tell us about our own 
society? 
mobile is not
the revolution
mobile is what makes
the revolution possible
activities and artifacts
merge into complex
experiences
suppose you want
to go see a movie
you talk to friend(s)
and/or significant other
you resist the temptation
to binge watch obscure
series on Netflix
you maybe arrange
for some late dinner
you choose your
means of transport
SKATING, PABLO FERNANDEZ – HTTPS://WWW.FLICKR.COM/PHOTOS/HADOCK/8365191212
you buy popcorn, wear
glasses, enjoy movie
ECOSYSTEMS
BUS BIKE
CAR
CAFE
HOME
NETFLIX CINEMA
TV
PHONE
IM
BIKE
SKATES
MOVIE
DINNER
CINEMA
FRIENDS
IM
Services sit at the intersection of many different, 
self­centered ecosystems. As such, this being 
digital has very little to do with competencies, or 
with being geeks, or with technical skills. It is 
just the way we do things.
ECOSYSTEMS
BIKE
SKATES
MOVIE
DINNER
CINEMA
FRIENDS
IM
Cross­channel ecosystems are individual constructs.
information architectures
weave cross-channel
ecosystems
new places in a blended
space merging digital
and physical
is facebook virtual?
No. Can we please retire this word now?
And while Facebook is arguably a place where 
pictures of lolcatz are shared in great quantities, 
it is still commanding enough attention that 
arguably one of the most powerful offices in the 
world, that of US President Barack Obama, needs to 
have a presence there.
if it is not, what kind of
place is facebook?
What it really is is the bad pub in your 
neighborhood. Bad beer, uncomfy chairs, the owner 
stopped caring in 1965. But all your friends are 
there, so you just go there. For the stories, for 
the narratives.
but blended spaces
can be devious
They are much more than a simple overlay of funky 
digital information over the fabric of reality where 
you can still separate the two original spaces. They 
are a new brand of reality that mixes these into new 
uneasy blends.
they silently create their
own new rules, logic and
affordances
... and these are mostly invisible, or more 
difficult to spot.
IMAGEPHONEBOOK.COM
The Panopticon.
The Ferguson riots. Intervening in physical space 
has immediate visibility and consequences. 
with information providing
a steady back beat to
everything we do
this is not just about
architecting happiness
this is about
making places
good places
how we are
going to do that?
telling the story is part
of solving this mess
understanding is part
of solving this mess
VILLE SAVOYE, POISSY
HIGHCLERE CASTLE
we make the tools
then the tools make us
acting on the
architectures makes the
processes visible and
actionable
SAMPLE IMAGERY
http://www.elektropastete.de/origami-tessellation/ http://www.elektropastete.de/origami-tessellation/
ORIGAMI
TESSELLATIONS
https://c2.staticflickr.com/8/7185/6881397761_470d81ae60_z.jp
g
http://www.123rf.com/photo_25126315_couple-of-buildings-in-high-contrast-black-and-
white.html
STRIKING
CITYSCAPES
how we are
going to do that?
we already
started
THANK YOU
ANDREA @RESMINI
MAKING PLACES
INFORMATION ARCHITECTURE IN A POST-DIGITAL WORLD
WIAD 2015 ZURICH

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