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Thyler Thompson (@core77 on Twitter) has created a great design discussion about airline boarding passes. Considering how much I tend to fly (though I’ve reduced that amount due to airlines’ lack of attention to customer experience&151;I’d rather ride my motorcycle Red Molly instead), I think he’s spot on. Perhaps one might quibble about the font choice, but the desire to create readable documents that highlight the most important information is to be lauded.

This morning, ABC ran a story on its Good Morning America show that illustrates the conflict between business and user goals. Apparently dairies are moving intosquarish milk cartons. In effect, to save money and efficiency, rectangular gallon containers are better for business…but not for users.
The awkward top-heavy nature of the container causes people to spill milk and have an unwieldy experience. The manufacturers say, “Oh, it’s easy: Just rest the bottom of the container on a surface and tilt the milk.” In addition, some stores are holding classes in how to pour milk.
Yes, that’s right: Classes in how to pour milk.
Yet another example of business and technology ganging up on the user.

I know it’s been out there for awhile, but Peter Merholz’ Experience is the Product continues to resonate.

I’ve been asked to write an article for a technology magazine on Web 2.0 and usability. I see it more than just usability, of course (don’t all us UXers?).

Here’s where I’m going:

As businesses rush to follow Web 2.0 ephemera, what effect are applications having on users and their ability to get stuff done? I’d like to look at some of the promises and pitfalls of Web 2.0 from a user experience perspective.
Many innovations come through in Web 2.0 implementations. Users are presented with a wide variety of controllable, malleable, formable experiences. Lightweight engineering solutions break the stranglehold of ponderous approaches that have stifled innovation.
And yet…what is the impact of so many choices? Will the Web 2.0 generation’s epitaph be, “They died with their options open?” When is too much choice too much? In addition, a rush to add the coolest glows and shapes and transitions might win over marketing suits but lose users.
Let’s examine how Web 2.0 principles can help–or hinder–user satisfaction and success. I think we need to open a dialog on enhancing innovation through a grounded understanding of users and their needs.

My friend Lyndsay posted a nice little case study of a firend doing some user research on the sly. Sad that people have to do this, but it is nice that UXers are sometimes stepping out of their comfort zones to take this on.
I first heard the term “guerilla ethnography” from Jess McMullin of nForm. He’s got a nice blog post talking about riding the bus to observe users. One of the things i’ve been pushing lately is that UX folks have to start being more creative about finding users to observe, interview, overhear, and watch.

My session at DocTrain West is over.
There’s always a sense of relief when I finish a session, even one as well-attended as this one. In addition, it’s flattering to be asked to sit for a podcastable interview and be blogged about.
Though I’m definitely showing the Keane flag, it’s also gratifying professionally to create positions and then test them in the marketplace.