Systems

Not Just a New Feature; a New Compact

| Jorge Arango

David Pierce, writing in Protocol yesterday morning:

Starting on Wednesday, any Slack user will be able to direct message any other Slack user. The new system is called Connect DMs, and works a bit like the messaging apps and buddy lists old: Users send an invite to anyone via their work email address, and if the recipient accepts (everything is opt-in), their new contact is added to their Slack sidebar. The conversations are tied to the users’ organizations, but exist in a separate section of the Slack app itself.

Lorenzo Franceschi-Bicchierai, writing in Vice a few hours later:

On Wednesday, Slack launched a new feature that allows users to message anyone else via direct messages, even if the receiver is outside of the sender’s organization. In other words, the feature allows anyone to connect with you privately on Slack. Critically, even if the feature is turned off on your Slack, you’ll still get an email notification and message from anyone trying to connect with you—including people who don’t work with you and can use this feature to sneak harassment into your inbox.

After experts in content moderation, and several other people, complained about this risk, Slack is already backtracking and limiting the feature, admitting it “made a mistake.”

Continue reading →

How to Keep a Long-term Focus

| Jorge Arango

Point of view is worth eighty IQ points.

— Alan Kay

Sometimes we face situations that demand an immediate response. A few weeks ago, millions of Americans dealt with unexpected weather conditions that disrupted their ability to keep themselves and their families fed and warm. On February 20, the crew of United flight 328 had to deal with an engine that exploded in mid-air. (Fortunately — and through excellent piloting and engineering — the plane landed safely.) Such life-threatening situations call for skillful action now.

Most situations aren’t as urgent as landing a crippled plane or finding shelter in freezing temperatures. And yet, we often feel the stress of urgency in our day-to-day lives. Perhaps we’re on the hook for meeting this quarter’s KPIs, or we’re running late to take our child to her 10 am martial arts class, or we have a big presentation on Tuesday. Whatever the case, we’re under pressure to deliver now.

Continue reading →

The ‘Culture’ Layer

| Jorge Arango

As someone who cares about the longevity of systems, I love Stewart Brand’s Pace Layer model. In case you’re unfamiliar with the idea, the Pace Layer model explains how complex systems change over time. Such systems don’t change uniformly; instead, they’re composed of elements that vary in scale and rates of change.

The model has roots in architecture, and that’s how I usually introduce it. Mr. Brand’s book How Building’s Learn presents the following version, which is based on the work of architect Frank Duffy:

Continue reading →

Caring as a Core Design Principle

| Jorge Arango

Bruce Mau, in an interview for The Creative Factor:

Being a designer, what you really signed up for is caring. I did a lecture for the Cooper Hewitt about their collection. When I looked at the collection, I thought, What do all these disparate objects have in common? I realized the common denominator is caring. What makes a design product different from other things is that people care more about the user as an individual, not as a consumer, but as a citizen.

Once you care about a person, you can’t not care about their context, right? You can’t have a healthy, vibrant person in a toxic community. And by extension, you have to care about their environment. You can’t have a thriving community in a toxic ecology.

We shift the idea of what design is about from the object and the immediate outcome to life itself—life-centered design, which is an understanding that we are not the center of the universe.

That’s really is it, isn’t it? The quality of the work will be completely different if designers truly care about the people they’re designing for.

Note this isn’t about being “user-centered.” It’s about understanding that our “users” exist in societies and ecosystems. If the thing we design serves user and business needs, but compromises their contexts, then it’s no good. Alas, we focus too much on the design of the parts and not enough on the whole. We value craft over philosophy – even though we, too, live in the same societies and ecosystems.

This interview is in support of Mr. Mau’s new book, MC24. I’m finding much inspiration in its pages; it’s a good salve for these dark times.

Bruce Mau: We Change By Slowly Changing Everything

TAOI: Gmail’s New Conceptual Model

| Jorge Arango

The architecture of information:

Yesterday, Google announced an upcoming Gmail redesign. Here’s an overview:

As you can see, these aren’t cosmetic tweaks, but significant changes to Gmail’s structure. Where previously the app aspired to be a great email client, now its stated goal is to be “your new home for work.” This goal reflects three fundamental premises:

  • Much of what many of us do for “work” consists of coordinating with and informing each other
  • Most of these communications happen over digital channels (especially now that many of us are working “remotely”)
  • Email is no longer the only (or even primary) channel for these communications
Continue reading →

Do You See the Big Picture?

| Jorge Arango

Seth Godin, writing in his blog:

If you experience lousy service or poor quality, it’s probably not solely the fault of the person who talked to you on the phone, dealt with you at the counter or assembled your product.

It’s the boss.

The boss didn’t design the system properly, didn’t align incentives, didn’t invest in training. The boss isn’t thinking hard about hiring the right people. And the boss isn’t listening.

I’m glad to see someone with Mr. Godin’s prominence highlighting the benefits of having a systemic perspective. Many people still think of the products and services they interact with (or worse, manage) as though they exist on their own, in a vacuum.

Of course, they don’t: All products and services are manifestations of systems that influence their performance. The front-line customer experience is the outcome of such a system. To improve the offering, improve the system. But you can’t improve the system if you don’t see or understand it. You must make it tangible to make it “real.”

Design can help: systems mapping and modeling are established practices. What’s needed is for “the boss” to understand that design doesn’t start with giving form to products/services. Instead, it’s a holistic practice that can bring coherence and alignment at a much deeper level – if it starts at a much earlier stage in the process.

Are you “the boss”? Do you understand the systems you’re participating in or creating? Do you know the degree to which your products/services are enabling such systems? If you lack visualizations that help you understand these systems, ask yourself: what do I need to do to see the big picture?

Systems design and the front line | Seth’s Blog

Making Apple’s Ecosystem More Coherent

| Jorge Arango

This post appeared previously in my newsletter, which comes out every other Sunday.

Last week, Apple held its Worldwide Developers Conference (or WWDC.) At this annual event, the company announces significant changes coming to its software platforms (including iOS, the iPhone’s operating system.) As with many other such gatherings this year, WWDC 2020 was held online. But that’s not what interests me most about this year’s event. Instead, I was intrigued by the steps Apple is taking to bring coherence to its ecosystem.

Apple is in a unique position in this regard. The company makes operating systems for a variety of computing device form factors: phones (iOS), tablets (iPadOS), watches (watchOS), TVs (tvOS), and personal computers (macOS). Apple competes with other companies in each platform segment, but no other company has strong contenders in every platform segment.

All of these Apple platforms have “family resemblances.” A first-time Apple Watch user will find details and interactions that are reminiscent of what she’s experienced on her iPhone. This makes the system more learnable and pleasant.

Continue reading →

TAOI: Reimagining Email

| Jorge Arango

The architecture of information:

The team at Basecamp has developed a new product, Hey. It seems like an interesting — and opinionated (I mean this in a good way) — reimagining of how email works. If you have some time, Basecamp CEO Jason Fried’s video introduction is worth your attention:

Hey was in the news yesterday because its mobile app is being pulled from Apple’s iOS App Store, and Basecamp’s management is vocally fighting the move. Much has been written about that situation already, and I won’t say more about it here. I say it “seems” interesting because I haven’t yet tried it firsthand; currently, access to the product is by-invitation. My thoughts below are based solely on the product’s website and the video above.

Continue reading →

Design in the Post-pandemic World

| Jorge Arango

Description:

The coronavirus pandemic has changed the world. Businesses are scrambling to serve their customers in a new reality. Many companies are looking for new ways to provide value over digital channels and having to do so in a context of great uncertainty.

We’re not returning to the pre-pandemic world. Many of the changes we’re making now will be with us for a long time. This moment is an inflection point, a unique opportunity to shift the ways we work and create value. As designers, we must ask: What is our role in bringing forth new realities? How might new solutions better serve human needs?