A List Apart

Menu
Issue № 377

Think outside the silo.

Designing for Services Beyond the Screen

by Andy Polaine · 16 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.

More from A List Apart

Columnists

Nishant Kothary on the Human Web

The Politics of Feedback

We’re obsessive about collecting input from a wide range of potential users and stakeholders. But with such an onslaught of feedback, there’s always a risk of having your motivation and faith in humanity sucked right out of you. Sometimes, you just need calm critique from the few people who really get you. So which kind of feedback is best? The answer is both.

From the Blog

Personalizing Git with Aliases

Part of getting comfortable with the command line is making it your own. Small customizations, shortcuts, and time saving techniques become second nature once you spend enough time fiddling around in your terminal. Since Git is my Version Control System of choice (due partially to its incredible popularity via GitHub), I like to spend lots of time optimizing my experience there.

Routines Aren’t the Enemy

I recently read Greg Smith’s piece on Bocoup's blog about how they think about time tracking, including all the fascinating data about how your brain works to solve problems. It interested me a lot, since I've been thinking about not just how I track projects, but also how I structure my day as a freelancer.