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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

Antoine Lefeuvre on The Web, Worldwide

Designing for Post-Connected Users — Part 1, the Diagnostic

How sustainable is a model where social networks take a central role in our daily routine? Antoine Lefeuvre believes there’s growing awareness that social networking tools don’t necessarily bring out the best in us. While we do want and appreciate tools that let us engage with others and do things together, we’re getting tired of the high price in attention and stress.

From the Blog

Prioritizing Structure in Web Content Projects

New content projects present a classic chicken-and-egg problem: should we start with the words, or focus on the structure they’ll take? There are benefits and challenges either way, but Eileen Webb has recently become a believer that starting with structure creates a better workflow for developers, designers and content creators alike.