People Interact

Blog about people-centered design by Lisa Chow and Sandra Sajonas.

Monthly Archives: February 2016

JetBlue Upping the Flying Experience

If you are a parent like me, you probably dislike the interminable wait for your flight in the boring terminal trying to keep an antsy kid out of trouble. On a recent trip I had the enjoyment of hanging out in John F. Kennedy International Airport.

With it’s traveling families in mind I found these wonderful additions at the end of terminal 5.

jetblueThe first item is a lactation station by Mamava. While JetBlue makes it clear that if is fine to breastfeed inside the terminal, the booth is provided to give mothers privacy. The inside was a white, bright and welcoming sanctuary.

jfk2The second item is a play area in the theme of Amazon’s animation Tumble Leaf.

So the next time you’re traveling in/out of New York with the family, consider JetBlue’s Terminal 5.

Online Form Nonexistent

In a recent attempt to join Sparkbox Toys, a Netflix style toy borrowing service, I hit a snag with the online form. More than a snag, a complete halt. No matter how many times I refreshed or hit the join button I kept coming to a dead page. Finally, I emailed the company & a week later received a response. In short, I was told to wait until February for the new site.

This irked me for several reasons:

1.There was no placeholder page when attempting to join. No kind message thanking me for attempting to join & what I can do instead; just a blank dead page.

2. I was told to wait an entire month with no explanation.

3. I was given no other ways to join, i.e. via this brief email or via phone.

While typing up this post I decided to revisit the website & found this,


In all honesty, my previous user experience with Sparkbox left such a bad taste in my mouth that I will probably not be joining the latest iteration of this service.

Bad site, bad user experience = loss of potential customer.


Monthly Method Spotlight: Be a Kid


When/why: A type of role playing that can help to KISS; keep-it-simple-silly. When projects begin to seem gigantic and overwhelming be a kid. This method can be used in combination with almost all of our previous method spotlights.

How: Go back to the 10-year-old you and role play how you would approach the project, questions the curious 10-year-old you would ask, creative approaches the younger you may have taken, etc.

Tips: For example, combine being a kid with fly on the wall and make a list of observations the 10-year-old you might make. Just remember that the younger you would probably keep it simple and fun.

Interested in using/applying these methods in your work? Contact us for more info.