Fresh ID » Human Factors

Are You Checking Out When Designing Checkout Online?

Kristi — Tue, 01 May 2012 14:09:57 +0000

This is an awesome video, shared by our friend Mr. Blanchard via Facebook the other day. If you own an ecommerce site or business, you need to watch this and realize that pure and utter disgust happens even faster on your own sites if the buying experience is not efficient, non-painful or the best case scenario: surprisingly delightful in comparison to other online purchasing experiences.

Want to do something fun and informative with your staff? Stage your own “checkout in real-life” and follow the process your buyers go through – this works for retail checkouts also, or phone purchases… no one should know before you do the problems, glitches and workarounds it takes to buy something from your company. Tape it to share and remember later, and once you make improvements, you can do this again and see if there really is a significant change for the better – or just a minor one that’s not going to really impact sales.

If you’re a company that needs help with this, give us a shout! We do user experience assessment and virtual visual merchandising as well as ecommerce site design. Go sell!

As I say Goodbye….Reflections of Fresh ID

freshid — Fri, 28 Oct 2011 18:09:41 +0000

The day I started Fresh ID was the day I saw my transvestite neighbor slip and fall on the icy sidewalk, on a cold January day. That morning I woke up early, fresh, focused and ready to start my new challenge, but instead all I could picture in my mind all day was my transvestite neighbor, with her long flowing pink hair and purple-puffy jacket sailing through the frigid air landing with a “thud” on the snow packed sidewalk. I quickly learned at Fresh ID that nothing is “normal”. There wasn’t any “set in stone” processes to follow. Instead its place that encouraged creating your own process that worked for you personally and would be successful at getting the job done right. That was one of the first hard challenges for me. For years of being in school, having people tell you what to study, when to turn something in and then grade you on how well or terrible you did it, being able to explore and create my own professional system was a struggle. I constantly looked to Lisa and Kristi to say “That’s Great” or “You’re wrong”, because I was seeking that feedback, but instead I was given the challenge to invent something that worked for me and the company. Now don’t get me wrong, I did get feedback (A LOT OF FEEDBACK), but it was also teaching me to reach out and learn through trial and error, which has now contributed to my growth because I got to learn by experience. My favorite lesson came, when one day, through my tears of frustration and uncertainty, Lisa looked at me and said “Kid, you need to learn how to be comfortable with being uncomfortable”. This slap in the face was a reality check and made me stop and change how I perceive myself and the real-world. At work, you need challenge and change, but at the end of the day you have to love it or you wouldn’t do it the way it deserves to be done. I know for me, when I’m comfortable I stop trying because I like where I’m at. In order to grow, pushing outside your comfort level is a must. I’ve learned at Fresh ID that the only way I was going to be successful was to push to the next test, even if it was uncomfortable. In order to meet personal expectations of greatness, it’s all about being comfortable with putting yourself out there. Once you reach that comfortable successful peak, it’s time to push harder. Only then can you evolve. There have been some amazing times here at Fresh ID these past 10 months. I have laughed until I cried, or peed my pants, cried and huddled in a corner, and created some really cool things that I’m so proud to be part of. The bond that grew between us all has given me the strength and confidence to move on.There have been many moments of education, but here are a few that I will take with me (and are appropriate to share to the world). 10 things in 10 months

When you are arguing or having an in-depth conversation with someone, take time to stop what you are saying and truly listen to their words. You might be arguing the same point, just in a different way.
Things don’t always go right, even when the best laid plan is in place. Airplanes could run late, minds can be changed and ideas may be altered. But at the end of the day, if you have cheese, a sweet treat and enjoyable colleagues around you at work, your job is successful and fulfilling.
Take time to be around someone you admire and listen to how they do business. But don’t let it make you quiet, your ideas are still valuable and just because you may feel they are always “right”, you may put a new spin on something that could change the course to bigger and better things.
Surround yourself with co-workers who have different values, ideas and ways to do things. It will be frustrating at times, but in the long run the “ying and yang” effect is truly remarkable and works in a small business.
Be proud of the work you do. Shake hands with confidence and share with anyone and everyone what your job is, you never know where a business deal or future negotiation will be hiding and you don’t want to miss out.
A beer and a good idea can go a long way. The best thoughts don’t always happen in the office, take time to step out and let your mind go (and yes, wine can help you there too, we don’t discriminate at Fresh ID!)
Express yourself. No matter what you are feeling, excitement, anger or confusion.
Having an office that’s an “open door” to friends and other colleagues makes the day better. Filling up the office with these people adds excitement, new ideas, and laughter. It truly helps build a dynamic work place that all enjoy.
Take time for yourself. At Fresh ID our minds go 24/7 and that’s what makes us unique and special. But it’s okay to stop and take time out before you burn out. You deserve that time.
Be a family. Dysfunctional, determined and deeply committed to each other and the work. Success will come, but at the end of the day you have each other.

I also feel it’s my duty to share how it is I work with my Fresh ID family, just in case you feel the need to suck up or work with any of them. Sherry: Between drinking Coca-Cola and packing her purse with every random item you may ever need (seriously, ask her for something I bet she has it), she’s a detailed genius at what she does. Give her the specifics, make sure she has all the information and then let her work. Oh yeah, and to show how much she rocks, find something with “Hello Kitty” on it….she has a lot so get creative. Tom: He likes meat, and being the only male in the office, he’s had to suffer through some pretty girly conversations and food. His sense of humor comes out sporadically so listen for it, because when he says something you want to hear it. He’s the level-headed partner who is always up for a challenge and a Star Trek TV show. Kristi: Yes she loves her ruffles, Eiffel Tower, French Wine and Lil’ Rookie, but deep beneath her sassy blonde exterior, there is no one else who can create and imagine like she can. The way Kristi’s mind works amazes me, but she showed me that no matter where you are in your life, if you truly love something, if it truly moves and inspires you, it deserves your full attention and faith. She may mix things up now and then, but if she never spoke up (which trust me, she’s never held back), creative genius wouldn’t happen and we’d all be stuck un-challenged and like everyone else. Lisa: I hope I can be half as intelligent, funny and giving as she is one day. This time spent with her made me realize that a working woman can have it all, you just have to put the time into it and know that sacrifices will be made. Her words, actions and the way she does business is inspiring. Her dedication to something is beyond compare, as she puts 110% into whatever she is doing. Whether it’s cheering for a KC sports team, being a mother, a CEO, a toe-touch, or being the life of the party, Lisa gives it all she has with a smile on her face.

Breakdown of Facebook’s big Announcements 2011

freshid — Wed, 21 Sep 2011 21:33:51 +0000

SEPTEMBER 2011 UPDATE!! And the updates keep coming! Thank you to Mashable for being quick and responsive to all the changes going on at F8 and with daily changes coming out of Facebook. This article breaks down whats been going on this week (Sept 22) Prepare Yourselves: Facebook To Be Profoundly Changed by Ben Parr There is another update! Today (September 14th 2012), Facebook Launches their “Subscribe” button. So what does that mean!? On the site, you’re going to start to notice that some users have the button at the top of their profile that says “Subscribe”. If you click it you’ll start seeing that persons/brands updates in your News Feed, just as if you were their Facebook friend. SO WHAT’S THE DIFFERENCE? Unlike normal Facebook friends, when you subscribe to someone, they do not approve your request so their is no limit on how many people can subscribe to anyone. It’s a “Twitter-esk” and Google + like update. Read this article for more great information! “Facebook Launches Twitter-Like ‘Subscriptions’, Let’s You Share with Unlimited Users” via TechCrunch Today (Aug 22nd, 2011), Mashable announces that Facebook will be making massive Privacy and photo tagging changes. It’s one of the largest privacy overhauls in the companies history! It’s going to help users make it much clearer about who you are sharing pictures, status updates and locations with. Check out the article for more information “Facebook Makes Massive Privacy and Tagging Changes” via Mashable Facebook made a big announcement yesterday (July 6, 2011), and lots of people are still wondering what it’s all about. So Fresh ID is going to break it down for you! After watching the press conference and browsing the internet for more clues, and reading what others have said, I think I can sufficiently break it down for us “average joes” in the technology world. So, what was the conference all about? First off, be prepared because Zucky said that this is just the start of “Launching Season 2011″. Secondly, Mark Zuckerberg did a great job of talking about WHY and WHERE Facebook is going, giving some insight on how social networks are being used today, how they will be used in the future, and how Facebook plans on keeping up. Zuckerberg talked about the social networking trend being at an “inflection point” and that for the past 5 or so years, we’ve all talked about how social networks are used to “connect people”. He sees the next 5 years of social network activity to not just be about connections, but be about the value we receive from it. He talked about measurement, and how in the past we’ve been measuring success on these sites based on “number of users”, but Facebook wants to measure it based on the value of what people are using and getting out of the network. This is an interesting concept to me, and I definetly agree with him on this point that in the future, we are not going to be measuring number of users online, but measuring VALUE, what we are getting from online networks, searches etc. The internet holds such a vast capability to enhance our communication, knowledge and relationship skills as human beings, so I’m thrilled to know that Facebook is really working with this model and staying on top of the social evolution that has become the internet and Facebook. Zuckerberg announced that there are now over 750 million users on Facebook and everyday they share around 400 billion content (this is publically shared, not counting privatley shared goodies). This number is huge, given the fact that they announced a few months ago that they hit 500 million users! It truly is taking over the world and how people connect. Have you ever been out (say a bar) and had someone say to you “Facebook me”? It’s becoming as common, or even more common than “Call me”. We now know that people are sharing TWICE as much information today than they were the same time last year, and the Facebook team only sees it growing in the future. Ok, so what exactly was the “Big announcement”? Well there were actually three. Let me break it down.

Group Chat: This product was rolled out less than a year ago and already over 50% of users utilize this function, with an average of 7 people per group. It’s a way to organize a group of people and gives the ability to see the history of what everyone has said (which can sometimes be annoying if you get stuck on a chat you don’t want to be on, trust me I know), but in the grand scheme of things its an efficient way to communicate with larger groups of your “Friends” . So, what’s new?

NEW:

Add friends to your chat box
Even if your friend isn’t online, you can “chat” with them and it shows up in a message so they can later see it when they log in to Facebook

I really like that you can now add friends to the conversation on the chat box that’s in the right hand corner of the screen. This will be great if you’re trying to make plans and want to get others involved, and even if they’re not on Facebook at that moment, adding them allows them to see the conversation later, so that’s a cool function 2. New Chat Design: Everyday, a billion messages take place on Facebook, so redesigning it to fit more browsers is smart. It’s one of the largest chat networks online today! So what’s going to be new about this design? NEW:

Simplified “chat” tab
Takes into account different browsers and computer sizes
Ability to send messages by clicking your friends account, as seen on the right hand side bar.

I see this as just the evolution of Facebook chat and a smart, simple re-design that was necessary and won’t neccesarily make things worse, but in the end provide an easier to use chatting experience no matter what kind of computer or browers you use. 3. Video Chat: This was the “big” announcement that has had the internet buzzing for awhile. Yes, Facebook announced that they are partnering with Skype and creating Facebook Video Chat. I was a little skeptical about the new addition, but after watching it be demoed, it seems incredibly easy and something I am personally very excited for! See, you don’t need Skype to participate, you just need a Facebook account. You can talk to any of your friends (and only YOUR friends) by simply downloading and “allowing” the app. Facebook claims you can download in 20-30 seconds and chat away with whoever you’d like! This “one click connection” is really going along with Facebook’s theory about measuring the value of HOW people are using the internet and Facebook. The ability to talk to any of your friends directly from your Facebook page is very exciting, easy to use and absolutely the next “evolution” in this social networking ecosystem. NEW:

You can now push a button that says “Call” and video chat with your Facebook Friends
It’s easy to download and very user-friendly
Did y ou know you don’t HAVE to have video/microphone capabilities on your computer? Local social networking expert, Ramsey Mohsen, talked with KCTV5 News yesterday and explained that your friends/family don’t even need camera/mircorphone to use the Facebook Chat!
Only individuals can use Facebook Chat right now, not businesses…but who knows what the future holds (Hello awesome customer service!)

I’m really excited and interested to see how this Facebook chat not only effects how we are connecting and communicating with each other, but how human beings will continue to use the internet and change it’s use over the next few years. The video chat, to me, is right on scale with where social networks should be going, and I look forward to see how businesses, celebrities and even educational institutions use this in the future! Here are a few links that I used to help me wrap my head around what all Facebook rolled out yesterday. Ramsey Mohsen did a GREAT job at really laying out what the Video chat does and how easy it is to use. Check out his news interview from KCTV5.com right here: FBVideoChat The Press Conference that was done yesterday by Facebook and Skype can been seen in a few places, but I watched it here: FacebookAnnouncement Other references I found helpful: Mashable Huffington Post Forbes Have fun checking out the new features! Let us know what you think, and until Facebook makes another change, we will talk next time!

What's Your Body Saying About Being Fearless?

Kristi — Sun, 07 Jun 2009 19:29:53 +0000

A little bird on a wire informed us yesterday there was a thought-provoking new post over on The BrandBuilder’s blog (thanks Reza!) “Be fearless!” Blanchard instructs us, in his inimitable style. How I wish I could, some days. He says that “courage is one of humanity’s greatest gifts” and that is such a beautiful observation. But what if persistent, underlying fears and hidden emotions are getting in our way, despite our best intentions? I don’t know if any of you suffer from the same issues I do when it comes to business risk, taking chances, stepping out on a limb or going for what you truly want… but sometimes I am fearless, sometimes totally uncertain (but willing to take a chance if I knew the right direction) and sometimes I am positively paralyzed with either indecision, fear of the unknown, or fear of what I imagine might go wrong. I was thinking about where these emotions and fear and uncertain meandering musings come from, and they are lodged in my body in different places. So I want to get literal for a moment… are we in touch with where, in our bodies, we are literally or figuratively having uncomfortable feelings that stop us? I have an image here of some places in our bodies where fears collect, and might cause us to hold back – maybe even unconsciously if we’re not aware we’re holding onto these thoughts and physical sensations. What’s going on in your head? Are you telling yourself the truth or semi-fiction based on hidden emotions? “We’re better than competitors… we suck next to our competitors… this is not good enough… we aren’t selling enough… we can’t get ahead… we aren’t closing deals… we need more budget… what am I going to do? I hate my job… my boss is out to get me… I can’t ever make my boss happy… I’m not making enough and can’t get another job… what if no one likes this design? What if I fail?” How many times are we smiling on the outside, with a running dialogue of fret, worry and fearful outcomes draining our mental energy? What’s going on with your mouth? Are you mostly telling the truth, or telling lies? Are you stuffing feelings and impressions before expressing them for fear of retaliation or confrontation? Are you biting your tongue, rather than lashing out at an abuser? Are you loose-lipped or gossiping, and then regret it? Do you say things in a harsh manner and then regret it? Do you praise the people who are important to you enough, or show your gratitude in your speech, or do you curse the day you (or your family, friends, employees, managers, etc.) were born most of the time? Who renders you speechless? Who do you want to confide in most? Who do you love talking to? Who do you share secrets with freely? Who do you watch your mouth with or can’t trust with information? What makes you drop your mouth open and what do you feel when that happens? What are you eating that you feel is good for you (or not)? Who do you want to kiss? What’s up with your eyes? Do you see situations clearly or dimly? Do you think you see things (based on fears) that aren’t really happening? Are you in reality about what you see, or in denial? Do you help others see clearly, or try to mask the truth and pull the wool over their eyes? Are your eyebrows raised in shock or alarm? Do you feel helpless because your eyesight is failing you? Do you feel happy with the vision you have, physically and metaphorically? How’s your hearing? Are you listening to what people really say, or reinterpreting it to suit yourself once it passes from your ear to your brain? Are you listening to what customers want, or trying to get them to hear what you want from them? Are you open to hearing new ideas from unexpected sources? Do the people around you consider you a good listener, or do they know you won’t listen to a thing anyone says? What do you long to hear? Who’s whispering in your ear? Who says horrible things to you? Who do you wish would shut up? What do you still hear (in your head) from your childhood? Are the things people say to you accurate? Can you trust what you hear, and if not, what can you do about it? How do your throat and neck feel? Is your throat inflamed or “tight” physically? This can happen when we stuff feelings inside and don’t express them. Your throat literally constricts from the pressure of this repeated behavior. Does your neck move easily or is it locked up? A lot of people carry their stress in their neck – if it feels like the trunk of a hardwood tree, you need to examine whether you have stress that is going unrelieved piling up in that area… “the weight of the world on your shoulders” needs to be diminished so your neck will be unrestricted in its movements. You need to be able to move your neck freely so you can see everything that’s around you. What’s going on in your gut? Do you have nervous butterflies? Do you feel nauseous? Are you excited? Is your tummy doing flip-flops? Do you feel like you could upchuck if something doesn’t change? Is there a burning sensation in the pit of your stomach? When people blush, the lining of their stomach has an associated reaction that can make it feel like a flame is been applied. Has something either delighted you so much that you’re immersed inside that flame, or worried you so immensely that you feel sick? Does your gut send you a warning (intuition) when you are about to make a mistake or choose a path that you should reconsider? Do you digest the food you’re eating well? If your job, your marriage, your partners or your business is giving you ulcers, listen to your gut and make changes before more damage is done. What’s going on underneath your skin? Does someone give you the creeps or make you feel dirty inside? Do you warm to the touch of the people you’re with, or grow cold when they touch you? Does the idea you have or person you’re with give you goosebumps of delight, or chills of impending doom? Is someone under your skin, driving you nuts? Do you wish you could just get them out from under there, somehow? Would you rather be somewhere else, than where you are presently? What makes you feel alive and tingly, all over? What makes you want to crawl inside yourself like a turtle and hide? What’s going on with your legs & feet? Are you always on the move, and wish you could slow down, or do you love it? Are you mostly sedentary and hate it? Do you wish you could be somewhere else? Do you want to click your heels together, like Dorothy, and Go Home, more than anything in the world? Have you stood in the spots you most want to see? Are you face-to-face with people who matter to you? Are you running away from something or someone? Do you wish time would stand still around you, so you could catch up on life’s many chores? Do you fantasize about walking out on your job, spouse, children, parents or group of friends? Are you paralyzed from the waist down, and afraid to move? Do you want to run toward something, but feel your feet are stuck in place? What is in your heart? If your mind is aligned with both your integrity and your desires, you are probably following your heart, unencumbered, regardless of doubt, uncertainty, fears or setbacks and failures. Sometimes we want to follow where our heart wants to lead us, but there are obstacles in the way: our moral conscience, the moral compass of society, what the consequences are, what other people will think, what we feel we can manage, what we feel sure about… the path may not be clear at all times or navigating it may be fraught with complications. Sometimes we do things for the reasons in our heart, though our mind or our gut nag against it. But what makes your heart beat fast? What causes it to burst with joy? What closes it and causes you to turn away? What have you denied it? Where does it ache? What happens, if you have a business or relationship failure when something was terribly important to you, inside your heart? Is it broken permanently? Do you feel it has cracks? Does it mend fully, when someone dies, or we lose a job, or a friend or lover leaves? How weak or how strong is it? What will people say about your heart, when you leave this earth? What do you want your legacy to be? Where does your heart want your body to be, right this minute? There are two ways we can deal with having all these bodily reactions, buried or repressed feelings, borrowing some thoughts from pop music below. I’m sure a lot of us have felt the way this first video describes – we don’t say what we wish to say, and stuff our emotions or bury them beneath the surface. This song is about a love relationship, but it applies to virtually any situation where the stakes are high. You may feel you’re playing it safe, but the huge gamble in living with things you’ll never say, is that you risk never having what you want. Things I’ll Never Say Or… as Eminem says, with characteristic bluntness: Look, if you had one shot, or one opportunity To seize everything you ever wanted – ONE moment Would you capture it or just let it slip? Lose Yourself The mind, to me, feels more like an unruly animal we have to tame, conquer and discipline at times, in order to move past fears and have the courage to keep taking action. But is what’s in the heart the most necessary factor for Being Fearless? It feels that way to me quite a bit. If I want something, even if there are many difficulties, and my desire is heartfelt and I am being true to myself, that helps propel me forward, in business, in love, in life. I’d love to hear what you have to say about it. What do you think it takes, to be fearless and make those plans a reality and your dreams come true (or die trying?)