• How Integrated Are Your Customer Experiences? by Jesse James Garrett | HarvardBusiness.org
  "When I attended Forrester's first Customer Experience Forum last month, I was struck by two themes that recurred through both the presentations on stage and the hallway conversations afterward.
  The first theme was the notion of delivering an integrated customer experience across channels: choreographing all of your customer touchpoints in a holistic way to create a total customer experience. [...] The second theme I heard throughout the event was that it isn't enough simply to design a great experience for your customers — you have to design the processes and systems by which that experience will be implemented."
• Storytelling and Interaction Design | Creativity Online
  "As interaction designers, we are concerned with describing how people might interact with and experience the products, services and environments that inhabit their world. The ability to effectively tell a story, then, is an important part of any interaction designer's skill set, and proves useful at many different points of the design process. "
• Are We The Puppet Masters? | Johnny Holland Magazine
  "Through the designs we create, we have the ability to directly influence another person’s behavior. The ethical implications of this are important and not easily definable. [...] The question remains, do we have the right to influence another person? Further, are there guiding principles we can follow that can keep us on the moral path?"
• Finding Innovation in Design | Bokardo
  "In [...] my book Designing for the Social Web, I introduce and talk about what I call the AOF method. AOF stands for Activity, Objects, and Features. First you determine and research the activity you’re going to support. This helps you identify the social objects within that activity and the actions people take on those social objects. These objects and actions become your feature set. [...] However, in talking with folks since the book came out, I’ve learned that I didn’t stress enough about how the AOF method is meant to model existing behavior. That is, the activity we model isn’t a future activity, a hypothetical activity that might possibly exist in the future if all goes well. It’s meant to support an activity that people are already doing today."

(via delicious.com)

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