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Issue № 377

Think outside the silo.

Designing for Services Beyond the Screen

by Andy Polaine · 15 Comments

You redesign the website for an airline, but who is designing the check-in machines, the CRM systems used by call center staff, the print materials, or the policies the cabin crew must adhere to? Like it or not, these channels are part of the overall user experience. Your website or mobile app might be great on its own, but customers experience services in totality, and base their judgments on how well everything works together. Learn to design beyond the screen. By creating visual and tangible artifacts that can be experienced and tested, you can build a bridge between business and design.

Don’t Poke the Bear: Creating Content for Sensitive Situations

by Kate Kiefer Lee · 6 Comments

Delivering bad news is hard, but it’s part of life and business. We notify customers when we’re out of a product they want to buy, and we send warnings when people violate our companies’ terms of service. God forbid we have to send a system alert because our database was hacked, affecting every one of our users. But these things happen to the best of us. Can you be the bearer of bad news in a way that respects your customers? Learn how to create empathetic content for tricky situations, and shape your internal culture to foster human values of support, respect, and empathy.

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Columnists

Lyza Danger Gardner on Building the Web Everywhere

Mentorship for the Novice Expert

We’re short on mountaintops where we can find mentors, but the good news is mentors are actually just people like you and me who keep at it. They work at listening, ask people how they prefer to learn, make time to meet. Lyza Gardner talks about her early-morning motocycle practice, and how she loves gradually building her mentoring muscle by overcoming the embarrassment of being a beginner and just doing it.

From the Blog

15 Years Ago in ALA: Much Ado About 5K

15 years ago this month, a plucky ALA staffer wrote “Much Ado About 5K,” an article on a contest created by Stewart Butterfield that challenged web designers and developers to build a complete website using less than 5K of images and code. As one group of modern web makers embraces mobile-first design and performance budgets, while another (the majority) worships at the altar of bigger, fatter, and slower, the 5K contest reminds us that a byte saved is a follower earned.