New Year & New Beginnings

meebo in 2005
Meebo in 2005
playing foosball with seth & kevin
Playing foosball
celebrating meebo's 6th birthday
Our 6th birthday

It’s a New Year and I’m looking ahead to new beginnings. In 2011, I found myself with a set of Meebo responsibilities that no longer comprised a 40-hour work-week and a nagging feeling that this was the right point to start gracefully unwinding from my formal tasks. In October, I started transitioning into an advisory role. It was a difficult decision but nothing makes you prouder than seeing the next generation of leaders take the company to new heights and witnessing the company grow from three people to seven offices, tens of millions in revenue, and billions of monthly page views. While it’s exciting to think about what lies ahead, it’s also hard to leave the best group of people I will ever work with. I take my advisory role seriously and as the team needs me, I’ll be back at 215 Castro Street in a heartbeat.

Looking back, I am overwhelmed with gratitude. I am grateful to our angel investors and to Sequoia for taking a risk on us when we were just a few kids toying around with two servers in an apartment. I am grateful to have been a part of a team that genuinely cares and respects each other. And, I am grateful for the opportunity to realize a product that has touched so many people and for the kind support of our users. These have been the best six years of my life and I wouldn’t trade a single Meebo day for anything.

But most of all, I am grateful to Seth & Sandy. I challenge anyone to find a better set of co-founders. If you don’t know them, Seth is the most savvy business strategist you’ll ever encounter and Sandy will out-execute anyone with her gosh-darned-cute charm. When you work with someone for so long, you learn a lot about a person’s true character. After working with Seth & Sandy for eight years, I know that they are two of the most selfless, fiercely loyal, and talented people you’ll ever meet – much less have the extraordinary good fortune to work beside. I can’t thank them enough for their support and understanding.

As for what’s next, I have an idea or two but before diving into something new, I am finishing projects with Meebo and taking a few months to recharge and reconnect with people I’ve long neglected. The Bay Area consists of an extraordinary entrepreneurial community with tremendous goodwill. After benefitting from the ideas and advice from others for so many years, I’m more than willing to return the favor. Please feel free to connect if you’re looking for an outside opinion.

Looking ahead to 2012, it’s exciting to have a blank slate and the opportunity to start anew. Thanks again for everyone’s support and for believing that passionate people really can make a difference.

News Round-Up

Todd and I had two holidays goals that couldn’t be more different. After a month of late nights at the chocolate factory, Todd wanted to zone out on a beach. However, beach chairs make me twitchy. We ended up relaxing on Vieques Island during the day and then kayaking around the BioBay at night – perfect. I charged my mobile batteries to 100% before donning flip flops and then headed to the beach where Todd plugged in his headphones and got to his sunny meditation. Occasionally, the beach surf sounds were interrupted by Todd’s iPhone buzz. He’d pull his iPhone out of his pocket only to say, “Wait a second… this email is from you!” as I’d just sent him all of the news articles that I thought he was missing. Needless to say I had a lot of reading time this week. Here are some of the interesting articles I want to share for anyone interested. Happy reading!

1. The Touchy-Feely Future of Technology (NPR)

If you haven’t heard of Bill Buxton, read the above. And then, head over to see all of Buxton’s papers and research here: Bill Buxton Papers. Buxton is one of the most prolific HCI researchers out there and has been a pivotal figure since the 80′s. Looking through his research is like looking into the future and waiting for technology to catch up.

2. What Does Your Brand Say About You (Washington Post)

A brand is more than Marketing veneer. It’s felt throughout the entire culture and operation.

  • Long lines = “They don’t care about my time”
  • Rush off the phone = “They rush product dev too”
  • Strict policies = “Inflexible”
  • Outdated website = “Outdated ideas”
  • Unexciting messaging = “Boring product”

3. Volkswagen Silences Work Email After Hours (Washington Post)

To help employees maintain a better work/life balance, Volkswagen and others have agreed to stop sending company emails outside work hours.

I love this. There are definitely people who handle their email best at midnight or 5am which means that it’s inevitable that some unlucky recipient is going to feel stressed before falling to sleep or while getting ready to head out the door. Most of the time an email isn’t even that stressful in the longrun but receiving the email in a setting where you can’t do anything immediately makes it worse. There are always exceptions but I love the idea of preventing email after normal work hours so team members can officially decompress out of the office.

4. Online Shopping: Better for the Environment? (LA Times)

Whew – I feel a tinge better about ordering my recent fix of gummy bears via Amazon prime now. Just make sure you recycle the box.

5. Outsourcing Resolutions (WSJ)

“Having someone you love tell you how to become a better person could be terrifying… Who better to tell us how to improve than someone who knows us well?”

Years ago, Todd floored me when November 1st rolled around and he said, “It’s November? I only have 60 more days to complete my resolutions!” I’ve kept New Years resolutions ever since. This year, inspired by this article, we wrote each other’s New Years resolutions to share on December 31st. Then, I decided I wanted to jot down what I would have said for my own New Years resolutions to compare with Todd. It resulted in good dialogue and further goal refinement.

In the end, I realized that this is how performance reviews and personal annual goals should feel. A boss/mentor/trusted peer thinks about their three goals for you based upon their perspective, you come up with your three, and then there’s a conversation to reconcile and brainstorm together. Which leads me to the next article…

6. Everything That’s Wrong with Performance Reviews (Washington Post)

Performance reviews fail because they are heavy-handed, bureaucratic, and a “dysfunctional pretense” that is an obstacle to having a real conversation. (Also see WSJ’s Get Rid of the Performance Review from 2008). By pairing performance reviews with pay, the employee thinks their review determines their pay when it is likely governed more by the market and internal budgets. In addition, performance reviews reinforce the manager and subordinate relationship and focus on past mistakes instead of planning for performance in the future.

7. How To Have a Tough Conversation (Chicago Tribune)

Just a few good tips on having hard conversations: reverse your thinking, help the conversation feel safe, define goals for conversation. It’s intended for the professional setting but I probably need it most for coping with phone chains. AT&T and airlines customer service bring out the very worst in me. If they can’t locate my lost luggage or understand my issue within five minutes, oh! my blood boils!

8. Haters Are Going To Hate This Story (NPR)

Quick rundown of haters online and in music including, “if you have haters, you’re doing something right” and advocating for a “don’t like” button.

9. Creating Magic Moments for Customers (Washington Post)

Craft the story you want users to tell that differentiates you from your competitors. Unexpected + delight = magic.

funniest app reviews i’ve ever read

Around 2 am, I thought of a book that Andrew might find interesting for his upcoming UX-LX skeuomorph talk. However, it was dark, I was pretty sure the book was on the highest shelf, I didn’t want to wake up Todd, and I thought I would forget if I fell back asleep.

I decided to download an iPhone flashlight app so I could scan my bookshelves.

I launched the app store and saw a free app in the Entertainment category with nearly 30,000 reviews but an average rating of 2.5 stars. How was this possible? Who keeps downloading a 2.5 star app?

I started scanning the “Mood Finger Scan” reviews. It probably helped that one of the first reviews I read was particularly funny (plus everything’s funnier at 2 am)…

This became my guilty pleasure of the week. I eventually downloaded Mood Finger Scan and it’s a very simple mood ring app. The majority of the reviews are right – it’s loaded with advertisements for games that presumably make money or aren’t free. There are 5 star ratings from suspicious CheckPoint promoters promising free iTunes gift that help keep the app’s rating suspended at 2.5 stars instead of 1.5.

Even if this is a 1 star app, some of the reviews should be rated 4-5 stars. I’ve compiled the best below. And yes, I did remember to get the book the next morning.

Cat test

People really say that?

Okay, I get it. You’re not relaxed!!!

On love…

This app represents everything that’s wrong with the perception of America?

I agree, what kind of mood app messes up cheesecake?

One word…


Uhhh…

Life changing

I’m so sorry! I’d rate this app 1 star too!

I’m not bipolar!

Sigh…

Works every time. 2 stars?

baroque trappings of today’s web applications

classical music timeline

I had the unexpected opportunity to present at the February BayCHI event a few months ago. For a year, I’d been mulling on a presentation that is a mouthful to say, “What Web Applications can Learn from the Harpsichord.” It’s not the typical “What you should know about HTML5/CSS3/JavaScript” presentation and I knew I couldn’t assume it would ever find an appropriate audience. However, when Christian Crumlish asked me if I had anything I’d want to talk about at BayCHI, it felt like an extraordinary stroke of luck.

If you’re wondering how someone starts pairing harpsichords with web application design, it might help to know that I started playing the violin when I was five and continued playing throughout school. I don’t consider myself an expert in classical music (and my former music theory teacher would undoubtedly agree) but I do know that most classical music pieces can be categorized into one of about seven historical periods and that most household composer names come from the Baroque, Classical, and Romantic musical periods.

Interestingly, most of those musical period labels weren’t applied until the mid-19th century, after Beethoven’s death. It’s not often that musicians, designers, or architects have the foresight to declare the arrival of a new stylistic period. In reality, styles evolve more organically and it’s usually the duty of future historians to argue about these divisions.

Ten years ago, we talked about the Internet boom followed by the bubble. Five years ago, we started calling ourselves Web 2.0. Now we talk about social media. And in my head, I keep wondering whether these divisions will still be applicable in future Web Application Design museums hopefully 20-30 years away.

It was this thought process that led me to wonder what would happen if you compared the development of classical music with the evolution of today’s web applications. I’ve spent the last few weeks mulling on how to translate and visually represent this thought within a coherent blog post.

I’d like to propose that today’s web apps are stuck in a Baroque-like era and that by looking at the similarities between the evolution of classical music and web applications, we can break free of our Baroque trappings and progress forward to the next Internet period.

Before diving into the particulars of what a Baroque era looks like, here’s what I recall from my high school music theory classes up through the Romantic period with a few audio snippets. The most important take-away is to note the steps leading up to the Baroque music explosion fueled by public demand, an instrumental boom, and an abundance of musicians.

Classical Music between 400-1820
gregorian chant Medieval (400-1400)

Long period of research and development
A slow Medieval simmering of musical development primarily confined to the Church who develops the first handwritten musical notation system for Gregorian chant. Music generally consists of religious vocal chants.

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renaissance instrument Renaissance (1400-1600)
First craftsmen and instruments
The printing press makes it easier to reproduce music and instructional books for playing musical instruments. Instrumental music is no longer limited to just accompaniment and new demand develops to design instruments with a fuller range of sounds.

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harpsichord Baroque (1600-1750)
Mass adoption and experimentation
The Baroque period emphasizes broad experimentation with the goal of creating emotional impact through complexity, ornamentation, and textures. Baroque fugues (like Bach) and ornamented harpsichord music are characteristic compositions of this period. Formalized teaching methods arise to develop new musicians and composers.

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

Audio clip: Adobe Flash Player (version 9 or above) is required to play this audio clip. Download the latest version here. You also need to have JavaScript enabled in your browser.

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haydn Classical (1750-1820)
Restraint and principles, craft to art
The Classical period aims to understanding underlying order and hierarchy for compositions. Instead of the melody and harmony sharing an equal role, composers prefer a single, audible melody with a secondary harmony accompaniment.

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beethoven Romantic (1820-1910)
Artistic maturity, full expression
Finally, the art form reaches full maturity in the Romantic era as more composers and musicians master how to flout Classical rules for the desired effect. More formalized compositional structures develop. The Romantic period achieves what the Baroque period sought out to do – achieve emotional impact through compositional grandeur. However, it needed the rules of the Classical period to do so.

 

With that background, here’s how the classical music timeline might parallel the development of the Internet.

Medieval – Long period of research and development

Music400-1400
Internet1940-1991
- In 400 AD, the Church is the only organization with the money and resources to support music
- In the 1970′s, the government, more specifically DARPA headquarters, is the only organization who can afford computing technology research for defense, not entertainment, purposes
- Like Medieival music was initially limited to religious devotion, the Medieval Internet was initially intended for military research
Renaissance – first craftsmen and instruments
Music1400-1600
Internet1991-2005
– During the Renaissance period, music development breaks away from the Church and as more Europeans are exposed to music, music-making becomes an industry craft. Similarly, the development of the Internet moves from academic and government institutions to predominantly industry in the 1990′s.
- Developing music becomes less expensive with the development of the printing press. Similarly, the lowering cost of personal computers provide the general public with a new opportunity to have a presence on the web. Venture capitalist fund a startup land grab.
Baroque – mass adoption and experimentation
Music1600-1750
Internet2005-current
– The Baroque musical period represents the longest and broadest period of musical experimentation in European musical history ever with an emphasis on exerting an overwhelming emotional impact through ornamentation, a texture of voices, and a variety of instrument ensembles. With the Internet, web applications see an explosion of pixel treatments, mashups, api’s, and social media widgets. In both cases, there’s a sense of doing things because you can, not necessarily because you should.
– In both genres, technology continues to develop and best practices are formalized.

 

Personally, when I listen to harpsichord music from the Baroque period, not too much time passes before I start to think, “I think this harpsichord piece is just trying to play as many notes as possible.” Similarly, after browsing the Internet for a bit today I start to think, “I’m not sure I can withstand another mashup, rounded corner, or headline announcing a breakthrough platform.”

It’s easy to think that today’s Internet baroque period is confined to the glossy Web 2.0 style. For instance, if I look at this personalized MySpace page with its glitter tags, purple background, widgets, and musical embeds, it’s hard to argue that it doesn’t have Baroque leanings. It’s not so dissimilar from this 1777 Baroque San Cristobal Cathedral where the emphasis is on the amount of ornamentation, materials, and architectural techniques for emotional effect.

myspace page San Cristobal Cathedral

However, you see the same types of mashups happening at the UI level. Consider this Amazon.com book previewing UI. In this image, you’ll see a modal litebox preview with a drop-down menu (with expandable accordions) that can be dismissed by an ‘X’ close button. All of this is encapsulated with a next/previous photo viewer. And judging by the buttons at top, you can zoom too. I’m really not sure what to expect when I click on the “Expanded View” option in the top right-hand corner.

How many more interactive elements can we fit within this UI? This montage is fairly daunting considering this UI’s primary intent is just to flip the page of a book.

amazon book preview ui

In the musical Baroque period, the emphasis shifted from developing instruments to developing ensembles like the Opera and string quartet. The ultimate Internet homepage was a very Baroque endeavor that aimed to create the best one-stop-shop with stock quotes, feeds, and personalized services though not necessarily doing any one individual service particularly well.

igoogle

Now, the focus has evolved from ultimate homepages to social media integrations with the aim of making sharing and communicating easier. When you click on a sharing service in your favorite news site, it’s dizzying to watch your browser load a zillion icons to display the matrix of services eager to announce you’ve read (and perhaps liked) an article. It’s amazing that copying and pasting an article is still such an attractive alternative to most of these services. Again, just because you can connect with all of these services, does that mean you should?

addthis

So where do we go from here? Personally, I want to live to see the Classical and hopefully the Romantic phase of web application design. I hope that our craft will continue to evolve and that with enough Baroque trial and learning, we will develop enough confidence to exercise restraint and present more compelling experiences to our users.

an ethnographic analysis of ux professionals

As a manager, you strive to see 6-12 months beyond what your team is currently working on. In addition to roadmaps, you’re also thinking about aligning projects with their professional careers. A while ago, I wanted to make sure that I was doing a service to our Meebo UX team and that I understood what career paths looked like for designers (it was also around annual review time). I started initiating coffee conversations with any design professional my schedule could withstand (it doesn’t hurt that Red Rock Coffee is just around the corner). And truthfully, I love talking about Web application design so it was a treat to break outside the technical community and meet people that I probably should have known years ago.

My take-away after 40-60 hours of caffeinated conversations is probably a bit controversial but here it goes. I would posit that:

UX professionals are some of the most professionally unhappy folks I’ve ever encountered.

Before reactionary sparks fly, I should clarify that professional unhappiness is very different than emotional happiness. Despite my upbeat and engaging conversations, it was clear that designers have fewer growth opportunities and are less valued than their engineering counterparts. If you are currently a UX professional, it’s pretty likely you work in one of these types of organizations:

“Just make it pretty“: This is the easiest organization to identify. This organization equates design with pixel eye candy. Design is the varnish that pulls everything together. Since you are the last one to touch a product, your influence is more limited, and your hours get squeezed when the engineering schedule slips. This type of organization could have contracted out its design service but perhaps it was more economical to have someone like yourself in-house. Hopefully, you’ve found yourself designing an amazing product with a team you love. However, it may be more difficult to see growth opportunities in the near future (especially outside of visual design). Or you may find yourself constantly trying to prove that it makes strategic sense to include UX earlier in the development cycle. Regardless, at some point you’ll have enough confidence and work in your portfolio to head to the next type of organization…

A Tried-and-True Monolith” Most of the largest consumer-oriented design teams in Silicon Valley were founded by engineers 10-15 years ago. At the time, HCI was just emerging as a respected industry discipline. It wasn’t until a few years after the company’s inception that the respective UX teams were inserted into the organization, well after the DNA of that company’s organizational structure and values were solidified. A decade later, these companies have the resources and millions of end-users to do amazing things. It’s a fantastic place to gain perspective and seasoning, especially in a contributor role.

However, a professional ceiling appears once someone progresses from a contributor to a lead role. To be a good leader, you need to create strategic goals to align your teams. However, there is no VP or C-level UX role at the head of these organizations. UX is frequently aligned with pre-existing Marketing or Engineering teams and as a result, there’s no place to grow strategically. As a manager or principal, you might find yourself in a lot of meetings saying, “My job is just to offer the existing data and my interpretation. It’s up to <other team> to incorporate it.” Perhaps you even create a UX board of advisors to counteract the non-UX organizational structure. However, after enough meetings, you start to realize that as much as you wish it weren’t so, UX still feels like a service instead of a strategic voice.

After a few years, you’ll most likely have the resume (maybe even a book!), professional network, and product breadth to turn to consulting where your contracting relationship presupposes that your client values what you are doing. Even though you might not be part of a long-term project or enjoy daily team camaraderie, at least your years of experience are appreciated. You might stay in consulting; you might satisfy your entrepreneurial itch to do your own start-up. Or you might find yourself craving stability but within a team that values UX. In which case, you could find yourself here…

“Team of UX Workhorses”: This UX team is building user scenarios, wire-framing, placing metrics on decisions, and participating in all levels of the development cycle. It sounds like Silicon Valley heaven. However, when the UX team is strong and talented, there is a tendency for non-UX teams to misuse its UX resources. Instead of resolving a decision at a meeting, someone might propose, “Let’s A/B test it!” and after the meeting, the UX team is off and running. Should we go with a 2-step or 3-step registration process? “Let’s run it through usability!” and now days are lost to scheduling and moderation. Someone have a new idea that just might work? “Let’s ask our ID team to spend a week or two creating new wires!”

Execs love the ability to go so quickly from idea to exploration. However, the exploration just leads to more data collection which, in turn, postpones critical thinking and decision-making. Soon, projects are canceled unexpectedly, other teams are complaining that their projects aren’t getting attention from your overtaxed UX team, and it’s hard to make gigantic strides forward when your designs are hung up in A/B testing micro-steps. Not only are you getting discouraged that only 20% of your projects see the light of day, it is especially disheartening that design issues are resolved through usability participants and other team members inaccurately interpreting data. You were hired for your expertise, it’s incredibly clear that the right answer is “the blue button,” and you can’t figure out why no one trusts you to make a call.

Experienced folks who suggest eliminating UX cycles are deemed illogical (why wouldn’t you do A/B testing?). Junior designers might suspect that an idea isn’t worth exploring but feel compelled to push forward in case perhaps the idea is good, but their creativity is lacking. Without an exec or a process to keep everything in check, the team is constantly spinning and being accused of not being strategic because their efforts are difficult to map to the bottom line.



But from my conversations, it certainly wasn’t all bad news. Almost everyone was optimistic that things were getting better. The stereotype of UX teams comprised of unapproachable design divas is being replaced by the concept of well-rounded teams that successfully partner business expectations with end-user experiences. Ten years ago, it was difficult to find someone seasoned who could step into a Director/VP of UX role. However, through my coffees alone, I met several professionals with many, many more years of experience than I have who would bring amazing perspective to a willing organization. Finally, the organizational placement of UX professionals is becoming more clear. UX folks want to be close to the action. They think about the UI and want to be beside the people who build the UI – the engineers. And finally, I’m especially excited about the somewhat controversial conversations popping up about UX hybrids and how that can influence team dynamics.

I’m still compiling my notes on UX hybridization… but more on that later.