People Interact

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

Monthly Archives: December 2016

Wandering Librarian: Library Hotel

A long standing wish of mine has finally been fulfilled just before Christmas; a visit to the Library Hotel in NYC. A cozy and quaint boutique hotel for the literary minded, here are some of the cute library and literary themes seen throughout my stay at the hotel:

  • Dewey Decimal themed rooms and floors – I was in 900’s floor, Geography & History
  • A 24 hour reading room containing shelves packed with books
  • A rooftop lounge offering literary inspired cocktails

Beyond my obvious pleasure with all things book related, the hotel deserves high ratings for its customer service and amenities becoming more and more infrequent in the hotel industry. Mainly, free WiFi, complimentary breakfast, complimentary beverage & snack service available 24 hours, and of course a librarian’s favorite: complimentary wine & cheese reception.

img_20161203_160833 img_20161203_160201 img_20161203_160122 img_20161203_160045


Panera Bread 2.0 vs Panera Bread 1.0

img_20161119_081225This fall, I have been a frequent customer at my local Panera Bread before school drop off. The customer service has been wonderful and I look forward to my biweekly interaction with the cashiers.

Recently, I encountered a Panera 2.0 kiosk system at a D.C. location. While I still completed my order the old fashioned 1.0 way, I was intrigued by this system. Admittedly, I can see myself using this system in the future. Mainly to leisurely browse the menu without the harried customer behind me breathing down my neck to order. I can also see myself using Panera’s online Rapid Pick-up sometime in the future. Judging from Panera’s 6% sales increase since launching 2.0 it has been hugely successful.

While not a proponent of mixing technology with food, so far this model seems to work. Partly due to the fact that Panera has not completely eliminated its employees and in fact claims that this new system allows for employees to circulate around the cafe more.


From UX Study to UX Service: Using People-Centered Research Methods to Improve the Public Library Experience

We enjoyed talking about UX and libraries at the December 8th Driving Library Change with User Experience Design online conference. Here is our slidedeck and resources:

“From UX Study to UX Service: Using People-Centered Research Methods to Improve the Public Library Experience”

People-Centered Research and Analysis Methods (Monthly Method Spotlight)
Our monthly method spotlight features one people-centered method each month that you may find helpful for your work.

Informal Risk Assessment 
Risk = Likelihood * Impact
(For example, Likelihood of issue happening * Impact of issue on the project)

Books on Design Thinking, User Experience, and Project Management

  1. This is Service Design Thinking by Marc Stickdorn and Jakob Schneider
  2. The Ten Faces of Innovation: IDEO’s Strategies for Defeating the Devil’s Advocate and Driving Creativity Throughout Your Organization by Tom Kelley and Jonathan Littman
  3. The Design of Everyday Things by Donald Norman
  4. A Project Manager’s Book of Forms by Cynthia Stackpole Snyder
  5. Project Management for the Unofficial Project Manager by Kogon, Blakemore & Wood
  6. DK Essential Managers: Project Management by Peter Hobbs

Monthly Method Spotlight: Long-Range Forecast

socialfeed-info-the-old-farmers-almanac-uses-a-secret-formula-to-predict-longrange-weatherLong-Range Forecast


When/why: Think about the future and its implications in order to anticipate behavior changes of users. Predicting these changes can help guide design decisions

How:  Write up a description of how social and/or technological trends might influence people in the future.

Tips: This can be combined with other methods. For example, long-range forecast, with a user’s current behavioral archaeology to demonstrate how a new technology may alter the user’s placement, wear patterns, and organization of places & things.

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