Usability and Ergonomics in Service-to-Product Transformation: Insights from "Productize"

 

In today's business environment, adaptation and innovation are key. Eisha Tierney Armstrong's "Productize: The Ultimate Guide to Turning Professional Services Into Scalable Products" offers a roadmap for businesses shifting from a service-based model to a product-based one, enhancing revenue stability and overall experience for employees and customers.

The Ergonomics of Stability

Productizing services enhances business stability by providing consistent revenue through scalable solutions, reducing financial risks and allowing for better planning. Armstrong's book outlines strategies to streamline operations, making the transition smoother.

Improving Employee Experience

Employees are crucial to business success. Service-based models can be stressful due to varying client demands. Productizing services standardizes processes, reducing task variability, and improving workflows. Armstrong emphasizes ergonomic design to make products user-friendly for both employees and customers, enhancing overall experience and adoption rates.

Enhancing Customer Focus

A productized approach ensures consistent customer experiences, meeting specific needs uniformly. Armstrong highlights the importance of customer feedback in refining products, leading to higher satisfaction and loyalty. Productizing also leverages data analytics to understand customer behavior, informing marketing and development strategies.

Conclusion

"Productize: The Ultimate Guide to Turning Professional Services Into Scalable Products" by Eisha Tierney Armstrong is a must-read for businesses aiming to stay competitive. The book offers a framework for transforming services into scalable products, stabilizing revenue, improving employee experience, and enhancing customer focus.

Explore these strategies in detail by grabbing your copy of "Productize" on Amazon.

The Evolution of Blind Typing: From Nokia to Modern Smartphones

Typing text messages without looking at the screen has evolved significantly since the early 2000s. This journey from Nokia's physical keypads to today's touchscreens highlights advancements in mobile usability and ergonomics.

Early 2000s: Nokia and T9 Texting

Nokia phones in the early 2000s featured physical keypads that allowed users to type without looking. The T9 predictive text system was a game-changer, predicting words based on key presses and enabling users to type quickly using muscle memory. This tactile feedback made it easy to text blindly, with experienced users often typing messages from their pockets.

Mid-2000s to Early 2010s: QWERTY Keyboards and Early Touchscreens

The transition to QWERTY keyboards, like those on BlackBerry phones, offered more efficient typing but less tactile feedback, making blind typing harder. Early resistive touchscreens required precision and were not ideal for typing without looking. However, improvements in predictive text and autocorrect helped users type faster with fewer errors.

Modern Smartphones: Touchscreens and Voice Input

Today's smartphones feature capacitive touchscreens, which are highly responsive but lack tactile feedback, making blind typing nearly impossible. Haptic feedback provides some assistance, but not to the extent of physical keypads. Voice input technologies like Siri and Google Assistant have emerged, allowing users to dictate messages hands-free, marking a significant leap in usability.

Swipe typing is another modern innovation, enabling faster typing but still requiring visual confirmation.

Conclusion

The evolution from physical keypads to modern touchscreens and voice input illustrates that the future of mobile usability might not be about better keyboards but about improved user interaction. However, the effectiveness of voice input can vary based on the user's native language, raising questions about its universal applicability.

This shift emphasizes the importance of creating inclusive and accessible user interfaces that cater to diverse needs and preferences in the ever-evolving landscape of mobile technology.

The Power of Good User Experience Design: Lessons from Great Examples

User experience (UX) design is more than just aesthetics; it’s about creating a seamless, intuitive, and enjoyable interaction for users. Great UX design can turn visitors into loyal customers by ensuring that their journey through your website or app is as smooth as possible. Let's delve into some key aspects of good UX design, illustrated by a few standout examples.

1. Simplified Navigation

Example: Apple’s website is a masterclass in simplified navigation. Everything is laid out clearly, with intuitive menus that guide users effortlessly to their desired destination. This ease of navigation ensures users can find what they’re looking for without frustration.

Book Reference: In "Don't Make Me Think" by Steve Krug, the author emphasizes the importance of intuitive navigation, comparing a website's navigation to a well-organized book where readers can quickly find what they need without confusion.

2. Responsive Design

Example: Slack's responsive design ensures that the user experience remains consistent across all devices. Whether you’re accessing the platform on a desktop, tablet, or smartphone, the interface adapts smoothly to provide an optimal experience.

Book Reference: Ethan Marcotte’s "Responsive Web Design" discusses the principles of designing websites that adjust gracefully to various screen sizes, much like a book that is designed for both print and digital formats to ensure readability in any format.

3. Fast Loading Times

Example: Google’s homepage is famously minimalist, which not only looks clean but also ensures lightning-fast load times. Users appreciate not having to wait, which can significantly reduce bounce rates.

Book Reference: In "High Performance Web Sites" by Steve Souders, the author explains how minimizing content and optimizing resources can significantly improve loading times, much like how a well-structured book keeps readers engaged without unnecessary delays.

4. Consistent Branding

Example: Spotify’s consistent branding across all touchpoints – from its app to its advertising – reinforces its identity and creates a cohesive user experience. This uniformity helps users feel more connected to the brand.

Book Reference: "Building Strong Brands" by David A. Aaker discusses the importance of consistent branding and how maintaining a unified brand image across all platforms is akin to a book with a cohesive design that enhances the overall reading experience.

5. User Feedback Integration

Example: Duolingo’s use of gamification and real-time feedback keeps users engaged and motivated. By offering instant rewards and progress tracking, it turns language learning into an enjoyable and rewarding experience.

Book Reference: In "The Lean Startup" by Eric Ries, the concept of continuous feedback and iterative improvements is highlighted, much like how a well-crafted book incorporates feedback to improve and keep readers engaged.

6. Accessibility

Example: The BBC’s website includes a range of accessibility features, such as adjustable text sizes and compatibility with screen readers, ensuring that all users, regardless of their abilities, can access content comfortably.

Book Reference: "Inclusive Design for a Digital World" by Regine M. Gilbert provides comprehensive insights into designing for accessibility, much like creating a large-print book to accommodate visually impaired readers.

Conclusion

Good UX design is about creating a user-centric experience that is intuitive, enjoyable, and accessible. By looking at these examples and integrating similar strategies into your design process, you can enhance the user experience of your own website or app. Remember, just like a well-written book, a thoughtfully designed website can captivate and retain its audience.

Unlock the Secrets to Successful Product Management with Transformed: Moving to the Product Operating Model by Marty Cagan

Revolutionize Your Product Development Strategy

In the fast-paced world of tech and product development, staying ahead of the curve is crucial. Transformed: Moving to the Product Operating Model by Marty Cagan offers invaluable insights and practical advice on how to successfully transition to a product-centric operating model. As a renowned expert in product management and a partner at Silicon Valley Product Group, Cagan draws from decades of experience to guide you through this transformative journey.

Why This Book is Essential for Product Leaders

1. Adopt a Product-Centric Approach: Marty Cagan emphasizes the importance of shifting from a project-based mindset to a product-centric operating model. This approach not only enhances agility and innovation but also ensures that your team is focused on delivering true customer value.

2. Learn from Industry Leaders: Through detailed case studies and real-world examples, Cagan showcases how top companies have successfully made this transition. These stories provide practical insights and actionable strategies that you can apply to your own organization.

3. Master the Key Principles of Product Management: Cagan breaks down the core principles of effective product management, including cross-functional collaboration, customer-centricity, and continuous improvement. This book serves as a comprehensive guide for product leaders aiming to build high-performing teams and create products that truly resonate with users.

What Readers Are Saying

"This book is a game-changer for anyone involved in product development. Marty Cagan's insights are both profound and practical, making it a must-read for product leaders." - Amazon Reviewer

"Transformed has fundamentally changed the way we approach product management. The transition to a product-centric model has been challenging, but this book provided the roadmap we needed." - Amazon Reviewer

Take Your Product Management Skills to the Next Level

Don't miss the opportunity to revolutionize your approach to product management. Transformed: Moving to the Product Operating Model is your ultimate guide to adopting a product-centric mindset and achieving unparalleled success in the tech industry. Whether you're a seasoned product leader or just starting out, this book will equip you with the knowledge and tools needed to drive meaningful change within your organization.

Get Your Copy Now on Amazon

Transform Your Understanding of Design with The Design of Everyday Things

 Discover the Hidden Mechanics Behind Everyday Objects

Have you ever struggled with a door that wouldn't open the way you expected? Or found yourself baffled by a complicated remote control? These everyday frustrations are the very problems that The Design of Everyday Things by Don Norman addresses. In this revised and expanded edition, Norman, a pioneer in usability and cognitive engineering, unveils the principles of good design and explains how thoughtful design can make everyday life more intuitive and enjoyable.

Why This Book is a Must-Read

1. Understand the Importance of User-Centered Design: Norman introduces the concept of user-centered design, where the needs and abilities of users are prioritized. This approach helps you understand how products can be designed to be both functional and delightful.

2. Learn from Real-World Examples: Through engaging anecdotes and practical examples, Norman demonstrates the impact of design on our daily interactions with objects. These insights will change the way you look at everything from kitchen appliances to mobile apps.

3. Empower Your Problem-Solving Skills: By exploring the psychology behind how we use objects, Norman equips you with the tools to identify and solve design problems. Whether you're a designer, engineer, or simply someone interested in the way things work, this book will enhance your problem-solving skills and creativity.

What Readers Are Saying

"This book is a revelation! It opened my eyes to the intricacies of design and how it affects every aspect of our lives. Highly recommended for anyone interested in understanding the world around them." - Amazon Reviewer

"Don Norman's insights are invaluable. This revised edition is a treasure trove of knowledge for both beginners and seasoned professionals in the design field." - Amazon Reviewer

Take the Next Step in Your Design Journey

Don't let poorly designed objects frustrate you any longer. Dive into The Design of Everyday Things and start seeing the world through the lens of a designer. Whether you're looking to improve your professional skills or simply gain a deeper appreciation for the objects around you, this book is your guide to understanding the principles of effective design.

Get Your Copy Now on Amazon

Leading from Below – How Social Usability and Ergonomics Can Guide Effective Leadership

In the world of product design, usability and ergonomics are crucial for ensuring that a product is effective, efficient, and satisfying to use. Analogously, in organizational settings, 'social usability' and 'social ergonomics' refer to the structures and practices that make social interactions and leadership both effective and satisfying for all members of an organization. Drawing from these principles, we can explore the increasingly common observation that employees are often compelled to lead their leaders due to a lack of strategic vision and clear accountability.

The Rise of Bottom-Up Leadership

The traditional model of top-down leadership is becoming increasingly obsolete in many modern workplaces. Employees on the ground, who are directly interacting with products, services, and customers, often find themselves in positions where they must compensate for the strategic voids left by their higher-ups. This bottom-up leadership can manifest as employees taking initiative without explicit directions, or groups making decisions collaboratively when hierarchical decisions are not forthcoming.

Social Usability in Leadership

Social usability in leadership can be defined as the ease with which employees can navigate and influence their organizational structure and culture. Effective social usability in an organization means that leadership is accessible, communication flows freely in multiple directions, and the barriers to contributing ideas are low. However, when employees must lead their leaders, it indicates a failure in social usability. Employees face a high 'usability cost' as they struggle to compensate for what should be provided by those above them in the hierarchy.

Social Ergonomics and Shared Leadership

Social ergonomics involves designing organizational processes that acknowledge human social needs, such as the need for autonomy, competence, and relatedness. When companies promote a "we all lead" philosophy, they are theoretically supporting an ergonomic approach by fostering an environment where everyone feels they can influence outcomes and take initiative. However, without clear structures and accountability, this well-intended philosophy can lead to confusion and inefficacy, demonstrating poor social ergonomics.

The Accountability Paradox

One of the major issues with the "we all lead" approach is the dilution of accountability. When everyone is a leader, it can sometimes mean that no one is truly accountable. Effective leadership requires clear delineation of responsibility so that all team members know who to turn to and who is ultimately making decisions. Without this clarity, organizations risk a diffusion of responsibility, where critical tasks fall through the cracks.

Implementing Effective Social Usability and Ergonomics in Leadership

Organizations can enhance their leadership effectiveness by focusing on the following aspects:

1. Clear Leadership Roles and Responsibilities: Just as a well-designed product clearly indicates its controls and functions, organizational roles should be clearly defined. Employees should understand their own responsibilities and how they fit into the broader strategic vision of the company.
2. Feedback and Communication Channels: Tools and systems should be in place that allows feedback to travel upwards, downwards, and sideways across the organization. This enhances the social ergonomics by making it easier for employees to share insights and feedback which can lead to important strategic pivots.
3. Training and Development: Just as ergonomic products are designed for ease of use, ergonomic leadership involves training leaders to be effective in their roles. This includes not only traditional leadership skills but also the ability to foster an inclusive and participatory culture.
4. Recognition and Accountability Systems: Implement systems that recognize individual and group contributions, clarifying how they tie back to wider organizational goals. Accountability systems should be transparent and promote trust rather than fear.

Conclusion

In many organizations today, the necessity for employees to lead their leaders highlights significant flaws in social usability and ergonomics within leadership structures. By applying principles of usability and ergonomics to organizational design, companies can create more effective, engaging, and accountable leadership practices. Just as the best-designed products are both easy to use and fulfill their purpose efficiently, so too should leadership be clear, accessible, and effective in propelling organizations towards their strategic goals.

Recommended Literature:

1. "Leadership: Theory and Application" by Peter G. Northouse (2021) - This book remains a foundational text in leadership studies, updated regularly to incorporate new research and theoretical developments. Northouse's comprehensive approach helps readers understand a broad range of leadership theories in contemporary contexts.
2. "Dare to Lead: Brave Work. Tough Conversations. Whole Hearts." by Brené Brown (2018) - Brené Brown's work focuses on the role of vulnerability and courage in leadership, providing insights that challenge traditional notions of what it means to lead effectively in modern organizations.
3. "The Culture Code: The Secrets of Highly Successful Groups" by Daniel Coyle (2018) - Coyle explores the underlying skills that lead to powerful group culture, offering valuable lessons on how leaders can foster an environment of safety, sharing, and purpose.
4. "The Fearless Organization: Creating Psychological Safety in the Workplace for Learning, Innovation, and Growth" by Amy C. Edmondson (2018) - This book provides a roadmap for leaders to create psychological safety in their teams, which is essential for innovation and engagement in fast-paced, high-pressure environments.
5. "An Everyone Culture: Becoming a Deliberately Developmental Organization" by Robert Kegan and Lisa Laskow Lahey (2016) - The authors introduce the concept of Deliberately Developmental Organizations (DDOs), which integrate personal growth into daily work life, proposing that such cultures lead to extraordinary organizational outcomes.
6. "Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships" by Katie Delahaye Paine (2011) - Although slightly older, this book is crucial for leaders who need to navigate the complex world of metrics and accountability in modern organizations, emphasizing evidence-based leadership practices.
7. "Leadership BS: Fixing Workplaces and Careers One Truth at a Time" by Jeffrey Pfeffer (2015) - Pfeffer critiques the often idealistic and ineffective mainstream leadership advice, advocating for a more realistic, evidence-based approach to leadership.

 

Why Products With Disastrous Usability Survive For Ages?

 To be successful in business you need to have a damn good product or service.

Recently while shopping - it was a week prior to Halloween and we were raising candy begging kids preparedness - I bumped into a huge bag of Carambar.

Memories from my childhood came up. Usually we got these at the local swimming pool in summer, or in winter when ice skating.

I immediately remembered how this mixture of caramel was sticking between the teeth. Always a bit afraid that it would never get off. It was so damn sticky but exceptionally delicious.

We bought the bag - it was a blend of different flavours. I could not remember that Carambar would come in flavours different than caramel. Maybe I just can not remember any more, or they've been adding in efforts of innovation initiatives some other flavours to the portfolio.

Halloween came, and unfortunately no kids were ringing the bell at the door. This led me to test this awesome product on my own.

I opened the bag and started to pick some of the bars and started to open them. - Immediately I had another very strong memory. The fact that you could never remove the packaging in one piece. Even worse, the fact that there were always - no matter how sophisticated your strategy of unpacking was - little pieces of the packaging material left sticking to the very sticky Carambar. 

Yes - in terms of unpacking usability, one of the worst products ever seen. And this for decades!

Now, since innovation is new flavours instead of making the original even better, I tested all versions in the bag.

They are all delicious. The innovation initiative obviously has been optimised for the right endpoints.

But packaging, ... total disaster!

I hope they did the testing of the packaging paper in terms of toxicity well, since I do not see kids being patient enough and having the right surgical skills to unpack a Carambar correctly getting access to clean and pure Carambar. 

Doing a bit of research. Carambar was invented in 1954. As it seems the product has been around eversince. The brand changed ownership which is nothing but uncommon for candy products.

One thing which is specially mentioned is a fact about the packaging. It's not the usability which sticks to consumers minds but another feature. - A special feature and French tradition is the packaging, which is printed on the inside with jokes or wisdom to amuse the consumer.

So, as it seems to consumers, the tricky unpacking is off set with some humour and jokes. - I just never got the paper staying in one piece for me to read the jokes.

Reading about importance of usability, there are numerous studies that proof that poor usability results in customers not buying from you.

Nevertheless, there are poor usability products surviving for decades.

What is usability? - It's when you don't get frustrated about the product you are interacting with?

Now in terms of Carambar? - The struggle in unpacking might increase the desire for the delicious sweet. And the sweet flavoured sticky Carambar is tasting so good that all the pain in getting to the point of tasting it is forgotten. - Is this the success of a product surviving already almost three quarters of a century?

What do you think? - With seven decades of success, would it be time to invest into packaging innovation? Or would this even destroy the authenticity and originality of the product?