Author Archives: Catriona Cornett

We should design things to convey whatever personality and emotions are desired

“Everything has a personality: everything sends an emotional signal. Even where this was not the intention of the designer, the people who view the website infer personalities and experience emotions. Bad websites have horrible personalities and instill horrid emotional states in their users, usually unwittingly. We need to design things–products, websites, services–to convey whatever personality and emotions are desired.” – Don Norman

Read more in Don’s interview with Johnny Holland: “Design Research and Innovation.”

Customer experience needs to be a competence, not a function

“Customer experience needs to be a competence, not a function. The end game is to have a customer-centric culture and a set of customer-centric processes, at which point customer-centricity becomes self-sustaining.” – Harley Manning

Read more in Harley’s interview “Making User and Customer Experience a Business Competency.”

Creativity should not be relegated to the creative department; it is a requirement for all

“Fostering a culture based on creativity and collaboration helps bring down the walls that divide people from each other within organizations. Collaboration is not just amongst and within a given team; it needs to filter through and cross teams and departments. Creativity is not relegated to the creative department; it is a requirement for all.” – Cynthia Thomas

Read more in Cynthia’s article “The Importance of Designing an Experience Culture.

Creating great user experiences takes a multidisciplinary team that shares ownership of UX

“Creating truly great products requires an entire product team to place the needs of users foremost when making product decisions—or even better, a user-centered corporate culture… Creating great product user experiences takes a village—a smoothly functioning multidisciplinary product team that shares ownership of UX.” - Pabini Gabriel-Petit

Read more in Pabini’s article “Sharing Ownership of UX.”

Failure is a marker along the road to designing great experiences

“Failure and loss can be good. If you aren’t finding failure in your design work, then you aren’t really exploring all the possible solutions… Failure is not an end result if we have purpose and intention. It’s only a marker along the road to designing great experiences.” – Francisco Inchauste

Read more in Francisco’s article “Failure by Design.”

Simplicity is not a matter of dumbing things down. Simplicity is when someone takes care of the details.

“Web sites are functionally confusing because they’re not delicate enough, because they were not designed with enough care. While web sites need to become simpler, simplicity is not a matter of dumbing things down. In contrary. Simplicity is when someone takes care of the details.” – Oliver Reichenstein

This quote is from iA’s article “What’s Next in Web Design?”