Aesthetics vs. Functionality

I am a software engineer by trade and also a designer for as long as I can remember. I thought it would be interesting to see how my peers viewed design, especially with the explosion of the importance of UX in everything we design for clients. Here is a scenario I presented to understand the mindset of designers vs. engineers. Phone #1 has the most immaculate design you have ever seen, but it cannot make phone calls. Phone #2 is fully functional, tailored exactly to your needs, but has a simple box design in black and white; both phones are priced at the same amount. Each person must select one of the phones. Pause for a second and think about which one you would like.

I was surprised at the survey response I received about these 2 hypothetical phones.

  1. Those who chose aesthetics – about 55% of people (all designers) picked this one because they felt possessing such a phone was a privilege and gave them a sense of being part of something special. The visual experience alone was worth it, even though the phone did absolutely nothing a basic phone would allow. I asked one UI designer the reason behind his choice and how he planned to make phone calls. He said he would just buy another phone just to call people and didn’t mind carrying 2 phones in his pocket.
  2. Those who chose functionality – about 30% of the people (mostly engineers, except for one designer) opted for the fully functional phone. They all said that it was an obvious choice because a phone’s primary purpose was to make phone calls. Logically, they would not spend money on something that didn’t work. Most of them said they didn’t care too much for the appearance of the phone because they would buy covers/cases for them anyway. One UX designer explained his reason for choosing functionality over aesthetics was because he liked black and white; otherwise, he would have gone with the other phone.
  3. Those who wanted both – the remaining 15% of people (a mix of both designers and engineers) opted for this alternative and asked why I proposed such an unrealistic scenario. I told them I was curious to see how designers and engineers valued and viewed what was important in a product. I later presented the results from collecting my data and pointed out that the majority of people opted for the non-functional phone, even though I was clear that it would never function like one. The novelty of having a beautifully designed phone was something they wanted to experience and possess.

Summary: When I proposed this question, I thought more people were going to opt in with #3 – challenging me to provide a more balanced option. I realized that what we design and the message that we communicate along with a product is essential. If it’s important enough to the consumer, they will buy anything – especially if there are no other options.

I feel that this is also true when we purpose products as well. There will be many options out there and we do our best to find what suits our needs. I believe that if we find a way to target those 15% of the market, products like phone #1 and #2 would be obsolete and only then would a product be true to design, providing a complete, user experience.

(Photo taken by Taner Ardali).

The Struggle Between Quality vs. Quantity

Have you ever struggled with being asked to produce more just to show progress instead of designing quality work? This happens often and we ignore it when clients are demanding and deadlines are tight. I’d like to share one experience with a project on how I handled the situation to change the mindset of the business owner to realign the project’s original purpose.

  1. Communicate First – try and reason with the business owner the difference between smoke screen progress vs. real progress. I worked on a project that was a mess from the beginning. A VP, the business owner, determined the success of the project based on how many UI screens I designed on a daily basis. He would come by unannounced and hover over my desk, to see how many I produced. We also had a new director on board to manage the project – he only cared about keeping the VP happy so he used those wireframes I designed as a measure to show success. When I explained to him that the project would not be successful with this approach and told him we needed to design it correctly, he did not want to hear anything that would delay meeting deadlines. He then told me to change the background colour to a different one to show a drastic visual change for our upcoming demo. He knew the business owner would be tricked by this simple change. I was disheartened and knew reasoning wasn’t working, so I tried another approach.
  2. Show by Action – deliver what was asked, but also show better alternatives. I walked into a meeting where the senior execs, directors, and team members, were awaiting the first demo. The business owner gave the pitch and was raving about my progress. He then turned to me and asked me if I agreed with him – that what I designed was as amazing as he thought it was. I said I designed what I was told to design. The business owner was confused at my response and demanded that I explain myself. I went on to say that I am not doing the job I was being paid to do. Everyone was shocked at my response. I went on to ask one question: “Are we designing this product to excel in the market or are we just trying to copy our competitors?” That stirred up a lot of uneasiness, and not surprisingly, there was still no response. I went on to show them a few other design options that would improve the product and explained that they were just some ideas to propel us in the right direction. People started to talk. It worked – I got their attention.
  3. Encourage Collaboration – engage stakeholders to be invested so they can help with making the product great. Now that you’ve successfully made your point, the stakeholders will, at the very least, feel that something has to change and will be more open to suggestions. They may even help come up with ideas you did not think of before. Ask for feedback from these stakeholders – this is invaluable information that will help improve the overall design of the product. Expect to receive positive and negative responses – use these to your advantage. Usability is essential in the design process and it will determine if your designs will provide a great user experience.

Summary: Communication is the key to a success product from beginning to end. Never lose sight of the purpose of your product so take action and come up with compelling designs. Accept that the design process takes time, and it will require collaboration and investment from the team to get your product to where it should be. Let your designs be your voice.

(Photo taken by Marian Chinciusan).

Kick-Start Your Dream in Less Than 15 Minutes

I was having a conversation about the success and failures of businesses over dinner with a friend visiting from NY. I pointed out that I noticed successful people become successful by doing what they love. I have been in positions where I would work 90 hours a week to solve a problem that was supposedly unsolvable. I loved the challenge so the hours did not matter to me. It prevented others to pursue such a venture, given the amount of effort and investment with something that may fail. Everyone wanted the problem solved, but no one wanted to do the work, especially when we were all told it’s impossible, so don’t bother. The thought of ultimate failure never occurred to me though. If something didn’t work, I would try something else. I did not fail because I loved what I trying to solve and I refused to give up until I succeeded.

I told her that I am happier at doing what I love than stay stagnant and be complacent with what I have right now. Accepting limitations and agreeing to stay within the boundaries is not fun at all. Her eyes lit up and she opened up to me about her dream – a dream she had be running through her head, but hesitated to take that first step even though she knew it would make her happy. I asked her a series of questions to figure out what was really holding her back.

People naturally find reasons to justify why they would not try something new. I think the reason is because of fear. It’s not necessarily just the fear of failure, but also the fear of success. What if the idea because successful? I will have new problems to solve. How will I handle it? The problem becomes a spiral effect of many what if’s, and your mind makes you think it’s not worth the trouble. And so, you dismiss these ideas, burying them deep into your subconscious.

So how did my friend get her break through? It didn’t happen immediately after dinner – we talked for hours, walked a bit, enjoyed some coffee, and drifted into other topics. We ended up going back to my apartment to continue our Netflix binge, and we drifted back to talking about her dream. I looked at her and said with conviction, “I can help you setup a website for your business – right now. I can show you – it’s easy.” She agreed.

We had the name of her business already and surprisingly no one registered the domain name. This is usually the hard part. I asked her to give me her tagline and it rolled off her tongue effortlessly. I typed it in – done. I proceeded to set up a website using a theme appropriate to her business. It matched her vision. I then asked her to set up accounts for her social media presence. We hit a stag with an email – it was already taken. It’s not a problem – make it unique. She quickly added NYC – done. The last step was the credit card. This post would have been called “Kick-Start Your Dream in Less Than 10 Minutes” if it weren’t for that 5 minutes of hesitation. All the what if’s came roaring in like a storm. I could see the hesitation in her eyes.

“I can change anything I want later, right?” she asked.

“Absolutely. Just do it,” I replied, and it was done.

She said, “I guess it’s decided – I will be running this business in New York!” My friend was happy, excited, and mostly, relieved. Why? All the doubts she had were answered in a short amount of time, and it all came from her. I only asked questions to get her motivated to take action.

I received this text this morning from her: “Thank you for helping me get my dream started yesterday! That was so much fun!”

We often aim for perfection, though we need to start somewhere. Take action to begin the journey towards your dream. You will succeed.

Employee Recognition Award

Back in 2011, I was working at Pega as a UX Designer. On one typical morning, I was designing at my desk, giving my updates during the daily scrum meeting, and replying to emails from our offshore teams. The company meeting was scheduled that day as well, and I was surprised to hear that the CEO had announced that I was the recipient of the Employee Award. He talked for a bit about my contributions to Pega, and concluded by saying how I was both creative and pragmatic. They asked me to fill out a questionnaire so people could get to know me better. Below is the email distributed to the company a few days after the announcement.

Christina Ho, User Experience Designer

Christina Ho joined Pegasystems in June 2010 as a User Experience Designer in Product Management.  Prior to joining Pega, Christina was a Web developer at Dell Services Federal Government at the Volpe Center, Department of Transportation. Christina received her Bachelor of Arts in Computer Science from Boston University.

Christina has been instrumental in a number of key projects this year. Christina has had a hand in enabling and delivering outstanding User Experiences in applications and frameworks ranging from overhauling the Case Management UI (AKA Next Gen Case UI), Collections, Eligibility and Enrollment for Government, Adaptive Conversation Manager (AKA Offer Management) and Marketing Execution Manager.  Not only has Christina often had to juggle doing many of these project simultaneously, but has done it while helping other peers and members of the Pega Family without hesitation.  Christina’s enthusiasm, energy and passion for everything she does is contagious.  Everyone around her is energized by her commitment to deliver above and beyond excellence…she epitomizes being PEGA (Passionate, Engaging, Genuine, and Adaptive) and then some!

Congratulations, Christina!

Here are some fun facts about Christina:

What Is-

…your funniest or fondest memory about Pega?

Recruiting a team for the Fitbit challenge and winning it in half the targeted time. I remember one evening in the NH office my team and I were strategizing on how to maximize the number of steps in the shortest amount of time, without getting injured, while walking around a conference table. That’s dedication and teamwork. Go, Angry Nerds!

…The book you are reading now?

I’m reading two books actually.

  1.      Total Immersion: The Revolutionary Way to Swim Better, Faster, and Easier by Terry Laughlin and John Delves. This is an excellent book to read if you want to learn how to swim correctly and efficiently.
  2.     Hunger Games by Suzanne Collins. This is a story about a fight to the death on live TV, the first book of a three part series.

… Always in your fridge

A variety of fruits and baking soda – which reminds me – I need to replace the baking soda, soon!

Your greatest extravagance

Boring answer: my home. Guilty answer:  my latest splurge on a Louis Vuitton bag I bought in Paris. I still have a hard time justifying that purchase.

… Happiness to you?

A balance of three aspects in my life:

Self – be able to express myself creatively through the arts and music without constraints.

Relationships – be surrounded by loyal, honest, and dependable people who can let loose, laugh, and share the ups and downs of life.

Work – always looking for the next challenge and finding a solution. I don’t like to be bored.

…and maybe one more thing… all topped off with yummy, “real” gelato! :9

…The silliest thing you’ve ever done?

My kindergarten teacher made silhouettes of the class and pinned them up on the wall. I noticed that my nose looked different from everyone else’s, so I went up to the teacher and asked her why. She paused for a moment, and said I was “special”. She made it sound like something was wrong with me so I went home and asked my mom the same question and she offered me a solution.

I spent every night with a clothespin clamped on my nose for fifteen minutes, until one night my mom walked in and asked me what compelled me to do such a painful thing. Hellooo? It was your idea, MOM! She rarely joked with me after that. I still listen and take her advice, but not about my button nose. Happy with it, just the way it is :o)

…Your favorite past time

Right now it’s a tie between sea kayaking in Maine and swimming. Ask me again in 5 years – it may change.

If you-

…Won the lottery today, what would you do tomorrow?

Make plans to pay off my families’ and best friend’s mortgage, then setup a meeting with my dad and a family friend to discuss the smartest way to invest and diversify my winnings.

…Could meet anyone (past or present) who would that be

I’ll pick a past and present since I’m torn between two people.

Past: Since I was 8, I’ve always admired Beethoven’s compositions and enjoyed playing his pieces. He was a fearless, brilliant man with determination even after he became deaf. His music is filled with drama, unpredictability, and a fighting spirit.

Present: ❤ Adam Levine…!!! Need I say more?

…Come back to earth, what/who would you come back as?

I thought about who I would want to be, but drawing a blank. I’m happy with my life and have no regrets. I’d come back as myself.

I received a thread of responses – I’ll share one Director’s 15-minute Photoshop handiwork he sent back.

Adam-Beethoven

Learning Retention

Often times, students are taught to practice for n # of minutes or hours, and that repetition is key in order to play a song correctly. However, I realized that if I asked the student to read and play the hardest part of the song first, this becomes more valuable. Why? It removes the frustration and thought of not being able to play the entire piece.

Students will want to keep practicing the easy parts to feel good and confident about learning, and then they tense up when they approach the hard sections. The look of dread and nervousness can be seen on their faces.

What happens is, all the easy parts would be played correctly, and then they stumble on the harder sections and make mistakes. The memory of those mistakes become engrained in their brains and it’s very hard to correct after several repetitions. Imagine the students making those same mistakes throughout the week before their next lesson. The % of successfully playing that song is low.

Piano UX (user experience) tip #1:

If you tackle the difficult scenario first, you remove the uncertainty of success. This builds confidence in your students, since the hardest part is over. As a result, this allows them to develop better learning retention. A positive domino effect naturally evolves as they learn new songs.

How to Be Creative and Love What You Do

What have designers done to make it possible to do what they love? I noticed a few patterns over the years.

  1. Visualize – create in your mind what you are trying to design and solve, and share it with others. Be expressive in your designs, and then communicate the experience to your audience that is meaningful to them. Most of the clients I have worked with never know what they really want. The response I usually get is, “I don’t know what I want, but I know what I don’t want… once I see it”. It’s our job to show them what they can’t see.
  2. Don’t be Complacent – dare to try something new. It’s a designer’s job to provide the best solution that will solve a need or problem – this requires stepping out of your comfort zone if you want to really shine. Your designs will be critiqued and challenged. You can back down or stand your ground and make them better. I find that feedback, especially negative ones, will improve your designs. Turn that feedback into a positive challenge.
  3. Have Determination – plan, complete, and stick to the goals you set. It amazes me to see deadlines slip because business owners request new features that add no value. A product is held so long it’s not relevant anymore when released. How can you gauge your success if the product never launches on time? Try this instead: commit to shipping your product, learn from your clients, and then improve the design.

It may seem difficult at first to find a balance between creativity and what clients are demanding from you – their view of a viable, shippable product. You will need to learn to have conviction in your vision, be courageous in your approach, and be determined to reach your goals, regardless of any obstacles thrown your way. Keep these in mind and you will succeed.

Join me in supporting the artists in Brookline MA from April 30 – May 1, 2016, 11am – 5pm: https://www.brooklineopenstudios.com/.

How to Learn More Efficiently

How do we determine what is valuable and worth our time to read? I use these few techniques to help absorb information and accelerate in learning.

  1. Practice reading faster – do it daily. When I’m interested in an article or book I see online, I scan the intro and read the first few paragraphs. If the author managed to keep my interest in that first minute, I will likely continue to read or buy that book. Only read what interests you. You will remember what you learned because you enjoyed it.
  2. Read with your ears – take advantage of audio books. Technology has become so advanced that we can exchange our visual processing for our auditory processing. The industry understands their consumers – people with visual needs and those who want convenience. Listen to a book in the car, during a workout, walking your dog or to your favourite coffee shop.
  3. Create a list of interesting topics to you – research them and be the SME (subject matter expert). Lists are only useful if you are able to cross out the action items. Try having conversations with people about what you learned. You will enriched someone with your new found knowledge, and possibly learn from them as well – if it turns out they are interested in the same topic.

Everyone reads at a different pace; though with practice, you will get better at it. I read about 3 books a week to keep my mind engaged. I have read to children in schools to promote reading, and also read to elders who can longer read themselves. Find out if your local community offers these programs and help someone experience the gift of learning.

Euro Trip to Greece Gone Wrong

My adventures in Greece with my brother have left a memorable imprint in my mind in 2008 – a story that is just too colorful not to share. Before we even boarded the plane, there were a few mishaps, starting with me being locked out from both my apartment and car, and the slip of the hand with a razor that left my brother with a streak of buzzed hair. Upon arriving at the airport, my brother realized his luggage was tagged incorrectly with a woman’s name, but it was no surprise to me, since Air France has never had the greatest customer service.

The overall flight to Greece wasn’t too bad, and we also managed to find the hotel without a problem.  Just when we thought things were looking up, we realized that someone had stolen one of our cameras, in which precious moments—our dad’s retirement party and certain birthday celebrations—were stored. That put a damper on things, but we decided that there was nothing we could do and went out to have a nice, authentic Greek meal. We picked a local restaurant a few blocks from where we stayed and requested octopus, and the waiter quickly looked at us doubtfully, asking if we really wanted to eat the creature with lots of legs, as he motioned with his flickering fingers. We gave a nod of approval and both thinking the same thing, “We’re Chinese – we eat everything!”

After a somewhat good night’s sleep, we headed downtown to carry out our duty as tourists: we hiked up to the Acropolis, got a bird’s eye view of the city and visited the Parthenon. It was probably one of the few times we were genuinely having fun and smiling in photos in Greece. Everything that happened after we had landed Greek soil was, to say the least, disastrous. As we found our way down towards the remaining must- see sites, which we were furiously trying to cover in a day, my nose started to bleed nonstop, which later became an ongoing problem during the rest of the trip. I had packed every possible medicine you can imagine, but nothing that could resolve my nosebleed. Meanwhile, my brother ran into some bad luck where he trampled on his only pair of sunglasses after a fumble.

As we continued the path hoping to find the underground cemetery, Kerameikos, we spent a lot of time getting lost. Along the way, we found the two Agoras (market places).  I dropped my camera trying to take a photo, but thankfully, my camera only suffered a few scratches. What became a common theme for us was being a magnet for trouble.

greece-zeus

I’m not saying I’m the type to break the law, but Greece is one place you can most definitely do it without trying. One Sunday, as we watched people of all ages run the marathon, we slowly made our way to see the Temple of Zeus (our third and successful attempt), and began taking pictures in front of landmarks. At one such location, after my brother had taken a photo for me, a man with a machine gun jumped from behind the bushes behind a fenced garden, greeted my brother politely, but told us we were breaking the law and would be arrested if we didn’t leave immediately. We left in a flurry and didn’t look back. Monitors constantly warned us as they blew into their whistles and yelled at us for stepping on forbidden grounds or taking photos we weren’t allowed to. There was even one time when my brother accidentally tripped over a rock and landed sitting on part of a wall, for which he got yelled at. In retaliation, I touched the archway wall in defiance for the photo.

We grew tired of the eating Greek food after a few days because everything tasted the same to us, and we tried desperately to find any type of Asian food, but to no avail. Then we found our safe haven for food – McDonalds in Syntagma Square! I’m not one to indulge in fast foods, but it was truly a blessing to have normal food. One thing we found ironic about Greece was that people are known to have longevity due to their diet, but they smoke everywhere and all the time! We also realized there was a large dog population. This is truly sad because many owners abandon their pets on the streets, which leads to an even more distressing problem for us. There is no other way to say it, but the country smells like feces. It’s EVERYWHERE and totally unavoidable. I’m not even going to start talking about the sewage problem, but I’ve learned to appreciate toilet paper – something that seems so trivial. There’s also a cat problem too, but not as prevalent, but one thing I learned was to not play with the cats with semi-closed slanted eyes. Originally I had thought their eyes were different because they had to survive on the mean streets on Athens, but in actuality, we later found out that they were infected with the cat flu! Needless to say, my brother didn’t appreciate me constantly feeding stray cats while we ate lunch.

greece-cat

We had taken several day trips, to and from small mountain cities, such as Delphi, one of few days we almost had no trouble, with the exception of my brother accidentally ripping the strap off a duffle bag when he had offered to help a woman move her luggage, after insisting she didn’t need help. We managed to make it to a few islands, but it seemed like everything was against us at that point. On one of the days we decided to go island hopping using the infamous Flying Dolphin (speed boat), we purchased our tickets and handed it to the woman at the port who informed us that the ports to the two islands were on strike for two days (the two remaining days we were to stay in Greece).

This leads me with the two stories from the trip that has left me scarred. The first was a last-minute decision to go to Corinthos because of the port strikes. Other than Athens, most cities had non-English speaking people, and more importantly, this city was dangerous. As luck would have it, not only did we miss a few buses going to Ancient Corinthos, but also the people were rude to us since we weren’t Greek. They usually flagged us as “stupid Americans,” which was pretty disheartening. We decided to pretend to be from China, since people became more welcoming once they thought we were Chinese tourists; however, on the flip side of things, ironically, fellow Americans harassed us the most. Once the harassment got so bad that we lost our appetite during breakfast and cut our trip short.

Anyway, as we made our way to Corinth, we came to our breaking point. I had prayed hard that things would be better and I said to my brother, “Things can’t get any worse, right?” Then bus driver dropped us off at a stop, and left us stranded on a dirt road. My brother was angry at this point, on the verge of cursing, and I was frantic and almost in tears. Thankfully we found our way to the site, and upon entering, we both started to feel nostalgic, walking where the Apostle Paul defended his apostleship in Corinth.

greece-sign

Finally–the story about the island Agia Marina. According to a guidebook, we would be able to enter this particular town if we took a shortcut. At the time I felt really uncomfortable taking the route, considering the sign consisted of blue marker writings and an arrow, pointing towards a steep, forty-five degree angle, winding pathway. We finally both agreed to take the pathway since it would save at least thirty minutes of walking time. When we were almost towards the end of the road, when three vicious dogs cornered us. At that moment of panic and fear, we were paralyzed and trying to figure out what we should do. I ended up falling twice after one of the dogs lunged at me, leaving bruises on my leg. My brother and I took alternate routes to see if we could escape from them. I scaled over some miniature walls while my brother went through a patch of trees and we managed to find each other on a small roadway. We met a local along the way who kindly walked with us to the small town we had intended to visit. We thought our luck had finally changed, but we ended up being stranded in that ghost town for nearly three hours, and all the stray dogs followed us; we felt somewhat like the dog whisperer. My brother later told me that during his life of knowing me, he had never seen as much fear in my eyes as the time we were harassed by the dogs. Bad luck had haunted us like a ghost since Day One and still showed no sign of leaving–on our last day in Athens, we were robbed once again. At that point, we were already feeling numb and immune to anything bad that happened. I arrived at Logan Airport exclaiming, “I love Boston!” and “Boston Rules!” to which the Customs agent found amusing. My brother vowed never to leave this country again, and for myself, I felt like I needed to have a makeup vacation. We found out later that shortly after our departure from Greece, people were rioting in Athens. I guess we were lucky to leave before it happened.

Although the trip wasn’t what I had expected, I had learned that no matter how much you plan for anything, unexpected things can happen. And when you are in your most vulnerable state of mind, you begin to realize who matters most. As the saying goes, “The past is a history, the future is a mystery, and today is a gift – that’s why it’s called the present.” Be appreciative of those who love you and live your life to the fullest everyday. You never know what’s going to happen next! Happy New Year, Everyone!

(This article was originally published in the SAMPAN newsletter on January 16, 2009.)