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Gmail's Priority Inbox and email overload
Several people have asked my opinion of Google's Priority Inbox, the newly announced Gmail feature that promises to help users "identify your important email and separate it out from everything else, so you can focus on what really matters." (See Google's explanation.)
I haven't used the feature yet, so I have to offer a grain of salt along with my comments. But I understand the gist of the thing: Gmail watches who you email, which message threads you reply to, and allows you to flag certain threads or senders as important - and then shows those important messages more prominently in the inbox.
So - what do I think of Priority Inbox? My short answer is what I tell people a lot for any feature: if it works for you, if it actually makes you more productive and less stressed, then great, go for it.
My longer answer, though, is that I don't understand the need for an inbox feature like this. The inbox should be a temporary holding location only, before emails are spirited off to a better place: an archive, a folder, a todo list, the trash, anywhere but sticking around in the inbox.
Here's a thought experiment. If you were hired to design a subway platform for the best user experience, what kinds of features would you make available? The train comes every few minutes and the platform is already clean and well-lighted. What else would be helpful - perhaps some bench seating? A vendor selling quick things like water and candy? All good ideas.
Now how about this proposal. Someone is offering to bring in a sit-down restaurant and a yoga studio, right there on the platform. Interesting ideas, but are they necessary?
The inbox - at least for people who empty it at least once a day - is like the train platform. Messages are headed out soon, so beyond a few basic features, there's no need for shiny new tools that offer to keep things under control. The solution to email overload is already available, for free, without any extra technology. (I've been teaching an easy solution for over ten years - here's a quick description I wrote recently.)
But Priority Inbox, if it's implemented well, will probably do just fine. This is because of the reality of users and Google's business goals:
• The user reality is that most people don't practice bit literacy. Instead they maintain an inbox of hundreds, or thousands, of messages, a jumble of personal notes, meeting invites, attached photos, long-term action items, reminders, spam, and urgent todos, all constantly competing for the user's attention in one chaotic mosh pit of a pile. For users who have to endure this day to day while still holding down a job, a feature like Priority Inbox might make their overload slightly less stressful. Priority Inbox doesn't offer a cure - just a patch for some of the symptoms - but as I say: If it works for you, go for it.
• The business reality is that Google benefits from this feature by (a) making it more difficult for users to leave Gmail, once they've set up their Priority Inbox filters (because who's going to switch to Yahoo Mail if they have Gmail calibrated just how they like it?)... and (b) encouraging users yet again not to delete their email but to store everything on Google's servers... and the more of your data that Google stores, the more intelligently they can serve you up to advertisers. (But then Gmail is free. As the Blues Brothers would say, whaddya want for nothin'?)
Personally I won't have much opportunity to even try out Priority Inbox, since my inbox frequently has no messages at all inside. I won't be able to mark any of them important. (If you'd like to solve email overload for yourself, once again here's my quick post on how to do so.)
Still, I can't help but think that Google is missing an important opportunity with this kind of mail feature. Yes, lots of users might get some incremental value out of Priority Inbox. And Google certainly gets immediate business value out of it. But imagine if Google actually tried to eliminate email overload for all Gmail users, regardless of the alignment with their short-term business goals. This might yield some very different features: for example, a prominent display of how long it's been since the inbox was empty; or a graph of the lowest message count in each 24-hour period in the past month; easier ways to get action items out of the inbox and onto a todo list; sorting features to allow for bulk-selection and delete (Gmail still doesn't allow sorting by sender or subject!); and so on.
So far, Google has opted not to develop those types of features, and that has opened an opportunity in the marketplace. Plenty of entrepreneurs are surely paying attention. I hope Google is, too.
Seeing an empty inbox for the first time is "incredibly liberating" and "exhilarating," says Rachel Reuben.
Cool retro-steampunk car spotted in NYC
Walking down a stately New York avenue the other day, overlooked by grand pre-war architecture, I was delighted to see a very new take on an old automotive architecture.
I'm not sure what to call it - steampunkgothmobile? - but it was a very impressive, obviously handbuilt, vehicle.

Maybe my favorite feature was the custom-created grill in the shape of a spiderweb.

And I'm sure Noah Scalin will appreciate the big skull-shaped '1' on the passenger-side door.
Solving media overload takes a single word
As the digital vanguard goes, the rest of the online users eventually follow. Consider this example: noted designer Khoi Vinh wrote a few days ago...
I have access to Netflix, DVDs and torrents for everything I could ever want to watch and yet no time to watch them. #torture
If you're not there, you probably will be soon: infinite bitstreams beckoning from every corner of life and work. The question, then, is what sources will you not dive into? Or to put it in more practical terms...
• Work: You have plenty of ways of tracking the 1,000 things you need to get done. But which are the three most important tasks for today?
• Music: You can listen to any song (via Youtube), any genre (via Pandora), any radio station (via its online stream), and any music you've ever bought (via iTunes). But which is right music for this moment?
• Movies: You could easily have a to-watch list spanning Roku, DVDs, iPad, TiVo, Boxee, and so on... but which one do you want to try to watch this week?
• Books: You can download any book you want, to join the 100 others you have on the kindle/iPad/iPhone you have now. But which one should you read now? Will it keep your interest for more than a page?
Will anything keep our interest for more than a page, a kilobyte, a second? The only way to answer "yes" is to say "no" to the thousand other available options.
P.S. #1: The New York Times today reports that overuse of digital devices may lead to brain fatigue. In other words, it's important to say "no" to everything digital once in awhile. (This was the key message of Bit Literacy and its mantra of "let the bits go.")
P.S. #2: One might consider "water, water everywhere but not a drop to drink" as an analogy for information overload. But keep in mind that this flood of information isn't really a problem, comparatively. A real problem, from a real flood, is what's going on in Pakistan. See a list of organizations helping with relief, Big Picture photos from the flood zone, ontheground.pk displaying messages support for flood victims.... and here's a map showing how big, really, the flood area is.
The Trader Joe's customer experience
Trader Joe's is a hugely successful grocery chain that has built its success on creating a good customer experience: friendly staff, low prices, and most importantly, high-quality items.
The twist is that there are only a couple of options in any given product category. A new profile in Fortune describes how it works:
Customers accept that Trader Joe's has only two kinds of pudding or one kind of polenta because they trust that those few items will be very good.A closer look at its selection of items underscores the brilliance of [Trader Joe's] limited-selection, high-turnover model. Take peanut butter. Trader Joe's sells 10 varieties. That might sound like a lot, but most supermarkets sell about 40 SKUs. For simplicity's sake, say both a typical supermarket and a Trader Joe's sell 40 jars a week. Trader Joe's would sell an average of four of each type, while the supermarket might sell only one. With the greater turnover on a smaller number of items, Trader Joe's can buy large quantities and secure deep discounts. And it makes the whole business -- from stocking shelves to checking out customers -- much simpler.
Trader Joe's increases sales by reducing choice. And that's a good customer experience because it makes shopping much simpler. As long as all the options are good products, it's quicker and easier to choose from three options than to choose from 30.
If this discussion about choice sounds familiar, you might refer to my interview with Barry Schwartz, the Swarthmore professor and author of The Paradox of Choice. He also spoke at Gel 2005 - here's the video.
In general, though, Trader Joe's teaches once again that creating a good customer experience is the key to long-term success.
(hat tip to andy)
Worth a read: the Paradoxical Commandments of Leadership
Here's a gem to start off the week. These are the "Paradoxical Commandments of Leadership," by Kent Keith (source):
1. People are illogical, unreasonable, and self-centered. Love them anyway.
2. If you do good, people will accuse you of selfish ulterior motives. Do good anyway.
3. If you are successful, you win false friends and true enemies. Succeed anyway.
4. The good you do today will be forgotten tomorrow. Do good anyway.
5. Honesty and frankness make you vulnerable. Be honest and frank anyway.
6. The biggest men with the biggest ideas can be shot down by the smallest men with the smallest minds. Think big anyway.
7. People favor underdogs, but follow only top dogs. Fight for a few underdogs anyway.
8. What you spend years building may be destroyed overnight. Build anyway.
9. People really need help but may attack you if you do help them. Help people anyway.
10. Give the world the best you have and you'll get kicked in the teeth. Give the world the best you have anyway.
Keith wrote these when he was a 19-year-old Harvard sophomore, in a booklet for high school leaders. This was 1968, when students were organizing everywhere. In the three decades since, the commandments have been drawn upon by everyone from Mother Theresa to Superman. (See sightings.)
I also really like the context (here) set out before and after the rules. Here's the setup before...
[The rules] assume that you care. I mean, really. Not just because it's fashionable to appear concerned for those who are "less fortunate." Not because you know that pretending to care is going to earn you the title of Mr. Nice. Not because the redhead in the next row loves charitable people. Not because it's a good way to get attention in the public spotlight. No. Something deep, something sincere and real. Being interested in what others think, how they feel, what's important to them, what they need. ... A lot of sentimental hocus-pocus? Maybe. Personally, I am convinced that unless you really care for the people you are going to lead, you'll never do anything meaningful - except by accident.
...and here's after...
Personally, I'm convinced that if you are helping people for your sake and not theirs, you'll never be satisfied: either the "return" in personal glorification won't come, or if it does, it won't for long appease a constantly growing ego. If you're out for glory you'll never have enough, and you'll never be happy. On the other hand, if you really care and want to help, then a lack of recognition is no great tragedy.
Amazing that this sprang forth from the pen (or manual typewriter) of a 19-year-old.
How do you know what to create for customers?
How do you know what product to create, that the customer will want, unless you involve the customer in the process?
I don't mean to sit customers down and say, "you want this, right?" That's a bad focus group.
And I don't mean asking, "Would you like this wonderful new thing? Click yes if so." That's a bad survey.
I also don't mean asking, "What do you want?"
I mean observing the customer experience - learn from the measuring cup! - and drawing conclusions.
Benihana sign - a strange customer experience
I like Benihana and all, but this probably isn't the sign to show customers when they walk in the door:
Are we still seeking a solution to info overload?
The front page story in the New York Times earlier this week - above the fold, top and center, big photo - told the story of five professors who went on a camping in Utah, without email access, for a full week. This was big news, apparently: a few Blackberry users avoided email for seven whole days. (I'm exaggerating a bit, of course - the professors happen to be neuroscientists, so the story explores the cognitive effects of always-on connectivity. Another popular story on this topic was Is Google Making Us Stupid? two years ago in The Atlantic.)
Still, I find the placement of the NYT article interesting. Someone unplugs for a few days and it's literally front-page news. Is it really that uncommon for people to have the basic skills to disconnect? As I said in my review of "Hamlet's Blackberry", there's plenty of writing about the problem - information is everywhere, overload affects us in lots of negative ways - but almost no mentions of a solution.
Information overload is, at root, a problem of distraction. The solution, then, must grant you the ability to focus. As I said in Bit Literacy, the first step is separating action items from everything else - then focusing only on what you have to accomplish today. And then you're done.
Another folk hero - in Starbucks?
A new folk hero alongside Steve Slater? On the Upper West Side of Manhattan (my neighborhood!), English professor Lynne Rosenthal complained at Starbucks about their grammatically poor ordering process. Police were called and she's banned from the store.
A product development tip - from a measuring cup
I love OXO products - those easy-to-use kitchen tools with the handy rubber grips. The vegetable peeler and apple corer are in constant use at my house.
Product developers everywhere could learn a lesson from OXO's angled measuring cup (shown at right), which was born out of some very simple, very smart research.
In the video below, the president of OXO International, Alex Lee, tells about how his researchers observed ordinary consumers using their (non-angled) measuring cups. Users would fill up the cup part way, then bend over to check the level - then fill some more, then bend over again to check the level. This pointed the way for OXO's innovation: showing the amount-markings at an angle, so users can easily read the amount as they fill the cup.
But here's the thing about the research: customers never said they wanted an angled measuring cup. In fact, users weren't even aware that there was a problem to be solved. Consumers didn't say, "I wish I could read the markings more easily." They muddled through without complaint. And yet the innovation came directly from observing customers. How?
Simply by observing the customer experience. The job of any product developer, any innovator, is to identify an unmet need - a pain point - a market opportunity - and the best way of doing that is by observing customers. Which means their actual real-world behavior - what they do, not what they say they do. This reveals the genuine customer experience.
Good research like this doesn't ask customers leading questions, and it doesn't have to ask customers to design a solution. It simply requires watching and listening. Once you observe that "customers seem to spend a lot of extra energy to read the amount," the stage is set for the solution.
Here's Alex Lee, talking about research, product design, and other processes at OXO - highly recommended:
Technology and a new religion
Here's a nugget worth reflecting on:
We must instead take responsibility for every task undertaken by a machine and double check every conclusion offered by an algorithm, just as we always look both ways when crossing an intersection, even though the light has turned green.
Well said.
Now the fun part. Can you guess who wrote it?
The author is hardly a smash-the-machines luddite. It's Jaron Lanier, in his recent NYT op-ed. Lanier is the technologist who coined the term "virtual reality." (See his speaking bio.)
Lanier argues that the technology elite in Silicon Valley are forming "a new religion, expressed through an engineering culture." Believe enough in technology - or anything, I suppose - and it's inevitable for a religion to form around it. Not a religion expressing divine powers, necessarily, but a religion as in a framework that explains the universe around us.
That raises an interesting question about what our "religious beliefs" are around technology. Is the machine at the center, or the user? I'd say the human should be fully responsible for their decisions and the outcomes.
Another reason the airline customer experience is broken
JetBlue flight attendant Steve Slater melted down due to a rude passenger, and media coverage since has asked: why is everyone in such a bad mood?
Here's why:
Flight attendants are in a bad mood because passengers are in a bad mood.
And passengers are in a bad mood because the airline customer experience is broken.
In part, the Slater incident is a symptom of a larger conflict between airlines and their customers. Yes, post-9/11 security stress plays a part. And the recession has caused airlines to tighten their budgets, crowding planes.
But there's another element: pricing. The price, after all, is a key component of the customer experience, and airlines have lately been subverting and degrading their customers' trust by exacting luggage and pricing fees at almost comical levels.
Coincidentally, just hours before Slater "hit the slide," the New York Times published Airline Fees Test Travelers' Limits, in which we learn that in just three months - January through March 2010 -
[airlines] made an eye-popping $554 million from reservation change fees, which have risen as high as $150 for a domestic ticket on American, Continental, Delta, United and US Airways.
Airlines can change or cancel flights at will, but heaven forbid a customer want to change a reservation on those airlines: $150. To change a record in a database. (For this we paid for the IT infrastructure buildout? To get charged $150 to change a single digital entry?)
As customers, what really stings is that we know it's a ripoff, since the airlines aren't actually incurring any expense, or doing any work, to change the reservation. And the airlines don't pretend any differently. It's just - hey, you signed on with us, deal with it. The change fee feels like a blatant moneygrab.
Compare that with Southwest, which charges exactly the right amount - nothing - for changing a reservation. (And "never will," according to the NYT article.) The company charges for a ticket, which in customers' minds is a fair exchange. As I said, pricing is key to the airline customer experience, and Southwest is doing it just right.
Why you need to pay attention to net neutrality
Part of the magic of the Web is that you can access any site, any app, any destination just by typing in the URL. Your Internet provider doesn't get in the way and, for example, charge extra for you to access certain sites (as they do for "premium channels" in a TV package). Across the Web, access is an even playing field, without Internet providers acting as gatekeepers - and this way, in the long run, the user experience determines success.
This is the concept behind net neutrality (see Wikipedia), which I believe has been a cornerstone of the Internet's growth and success over the past 20 years.
Net neutrality has been discussed for years, but this week it's become a critical issue as Google and Verizon proposed a new policy framework to begin dismantling net neutrality.
Verizon I understand. But Google? Maybe I misunderstand their intent, but at first glance it looks disappointing.
This is an important one to watch. Thus...
More resources:
• The EFF has a good analysis of the Google-Verizon proposal.
• The NYT has a good summary of the story so far - including a quote from Facebook that it supports "preserving an open Internet."
• The popular tech blog GigaOm, in this post, says:
Today's compromise between Verizon -- one of the nation's largest ISPs (and largest wireless provider) -- and Google on network neutrality is a big story, not necessarily because it's going to change the policy discussion much, but because it marks Google selling out the tech and startup community so it can advance its own economic interests.
• Finally, the site SaveTheInternet.com explains matters pretty clearly (though I'd guess that cable companies - and possibly Google? - would state things differently).
Evaluating games from a screenshot
Which game looks more fun?
This...

or this?

The top image is from Diner Dash, a huge hit in the "casual gaming" market. The bottom image is from the recently released Starcraft II, aimed at gamers.
There's something about the inviting, friendly look about the top image that says "c'mon in, everyone's welcome" - while the dark and electric-blue palette of Starcraft II is similar to many other gamer-oriented products.
I evaluate lots of games for my Good Experience Games list; this is a skill that develops after awhile - getting an overall sense of the game from a screenshot. One can do the same for commercial websites - feeling out the experience level of a team by the look and feel of the homepage. (This doesn't say how good the experience will be for users, but can help set the context for an evaluation.)
More in the Good Experience Archives


