By Steve Ives, Posted on October 1, 2015 at 7:32 pm
So Hilton’s latest thing is the “Digital Key”; while standing within 5 feet of the door to your hotel room it is now possible (in certain locations) to click a virtual button in the Hilton App on your smart phone and have the door to your hotel room unlock, as if by magic. The digital key also knows about other areas of the hotel that you have access to, such as the Executive lounge (I tried it, it works) and gymnasium (apparently) and provides access to those places too.
Last week I used the app to make my reservation. Yesterday I used the app to check in for my stay and and also to select my room. And today, having already checked in electronically, I was able to totally bypass the reception desk and proceed directly to my room.
Tomorrow morning the credit card associated with my profile will be automatically charged, and I will walk out of the front door and drive to the airport a few exits down the freeway.
If it hasn’t dawned on you what my point is here, it is that I will have booked and totally completed a stay in a hotel … without ever having the need to interact with a single other other human being; all of which seems to me to be a pretty sad state of affairs! Maybe we’re taking this whole technology thing a little too far in some areas?
Those of you who attended the recent DevPartner conference in Philadelphia will no doubt remember the excellent presentation on UX Design that was given by guest speaker, Billy Hollis. During his presentation Billy cited photographs of a couple of elevator control panels. He used one as an example of bad design, the other an example of good.
I won’t show the actual photos that Billy used (sorry, you had to be there for that!) but in a nutshell the layout of the buttons and other information (floor numbers, etc.) on the first panel was at best confusing. There was clear physical evidence that users had been confused by the panel and frequently had not understood how to operate the elevator!
The second example was much a much better panel design. The designer had successfully used techniques such as visually grouping related things together in a way that made the correct operation of the elevator a much more obvious task … intuitive even.
Well, upon arriving at a customers office building in Toronto, Canada earlier today I encountered an elevator control panel that, for me at least, took the confusion to a whole new level.
I should make it clear that the elevator in question was one of a cluster if four in the lobby of a shared office building, and that I was arriving at the customer site at about the same time that everyone was arriving at work. The point is that the lobby was pretty busy at the time, it wasn’t as simple as just walking up and pressing an “I want to go up” button.
No problem I thought, it may be two or three elevator cars before I get to make the final step of my journey up to the 4th floor. I’m a few minutes early and all is good.
Finally my turn came, I waited while a few other people stepped on, then I took my place in the elevator car. Intuitively I spun around to determine whether one of my elevator buddies had already pressed the 4th floor button, and I was ready to press it myself if not. The panel opposite is what I encountered.
Now I like to think of myself as a reasonably bright guy, so I instantly figured it out; the buttons would be on the OTHER SIDE of the door. And I was correct … well … kind of. I glanced to the opposite side of the elevator door … and saw an identical panel on that side too!
Not wanting to appear totally inept I just waited quietly until the other people got off at their (somehow) chosen floors … and no, unfortunately nobody else was going to 4.
The doors swished closed and I was finally alone in the elevator. I don’t remember exactly what my out loud remark to myself was, but I believe it started something along the lines of “WHAT THE ….”. So, patiently I waited and sure enough after a little while the doors once again swished open and I was back where I started from in the lobby!
I’ll be honest with you, I was getting a little “pissed” at this point (excuse my language, but its true). But not wanting to appear like a total fool I stepped away as if I had intentionally returned to the lobby, and waited for the crowd to clear … all the time subtly (I thought) observing to see HOW THE HECK THESE FREAKING ELEVATORS WORKED!!! And then … I saw it … everything instantly became clear. The floor selector buttons were indeed on the other side of the elevator door … they were on the OUTSIDE!!!!
Yep … believe it or not in this building you need to indicate which floor you want to go to BEFORE you step on to the elevator. After you have stepped on it’s too late; way too late!
And further, having selected your intended destination on the small tough-screen display in the lobby you are then instructed WHICH of the four elevators (conveniently labeled A, B, C and D) you should step onto in order to reach your desired floor!
Actually this is a pretty clever system, but other than the fancy 6” touch screen display there was absolutely nothing to indicate that anything was different here. Brilliant system but totally unintuitive … and so very frustrating for first-time users. Which I guess was one of the points that Billy was making in the first place.
By Steve Ives, Posted on August 8, 2010 at 7:07 am
Well it's another day in United Airlines "friendly skies" for me. I'm setting out on a week-long treck around the East Coast and Mid-West to visit several Synergy/DE customers with one of our sales account managers, Nigel David. It takes a LOT to make me smile when leaving home at 4.am on a Sunday morning, but today that's exactly what hapenned.
I walked in to the airport terminal at Sacramento "International" Airport, and I couldn't help noticing that one of the baggage carousels had been somewhat "jazzed up" (see photo). I just had to smile … I don't often check bags but it seems like every time I do there is some kind of issue. Now, at least, it seems like this airport has decided to be honest about the state of things … checking a bag with the airlines is somewhat like a game of roulette! OK, maybe the odds of getting a checked bag back on time may be a little better than one would expect in a casino … but not much!
Spain isn’t the only winner… Congratulations to Graeme Harris of G. Harris Software—the lucky winner of the Official World Cup Jabulani ball! Graeme, your name was picked in the random drawing of all PSG blog subscribers who entered to win. Your official World Cup soccer ball is already en route to your doorstep. (Let's hope it flies true and doesn't sail over the goal…) Thanks to everyone who subscribed and participated. We hope that you continue to read and enjoy the blog!
Star date 16 May, Consultants log 1. At three pm this afternoon I was arriving at Manchester airport expecting to catch a 40 minute flight over to Belfast for a relaxing evening before visiting customers on Monday morning. Six hours later I’m sat on the desk of a Norforkline ferry with a seven hour crossing ahead of me. Don’t get me wrong, I have nothing against ferries, but this one is predominantly filled with drunken football fans, screaming kids, and high octane, beer swilling, diesel fragranced truck drivers, and there is not a spare chair to be had. Camping out on the floor is my only option. First class travel!
We’re half way through our road trip of the UK – we being Bill Mooney and myself. The first half of the trip started off just peachy. Some great customer visits and some lovely British scenery to drive through – and drive we have. We have covered hundreds of miles in the last three days, but it’s a small cloud of dust that threatened to halt our travels. Did this daunting fact stop Bill in his tracks? I think not!
The volcano in Iceland has again decided to spew out more dust into our ever so fragile atmosphere. The resulting cloud has grounded flights around the UK yet again. So, sat in a local bar, every bit of modern computing and communications equipment to hand, we set about attempting to find a resolve to our predicament. No cloud was going to stop us from visiting our customers!
Several calls, web searches and dead-ends later we hatched the plan. The trouble was so did everyone else. We were not alone in our quest to reach the emerald island. With all planes grounded, and both of us not remembering our swimming trunks, our only option seemed to be to sail. Our options were limited – we needed to reach a port within the next couple of hours to have any chance of securing a berth. And so began our “great adventure”.
The drive over to Liverpool was rather eventless. On arrival at the wrong port (freight only) we were guided to the passenger terminal, some ten miles away. On arrival Bill made a dash for the check-in desk. Knowing Bill as I do, I parked up and hot-footed it over just in time. “Ya, that’ll do fine” and heard Bill say as he was handing over his credit card. “What will?” I inquired. “It’s OK, they have room for us.” On further interrogation is transpired that “room” actually meant “any space you can find on the floor”. There were no cabins left, and the boat was completely full. “Full” actually means “more people than the facilities on the boat can handle”. But the customer always comes first, I thought to myself. Tickets booked, car loaded onto the ferry, and here I am, sat on the floor wondering what sleep I may actually get, knowing I have a two plus hour drive to Belfast ahead of me – at five the following morning. And the prospect of a shower a distant dream.
Then I started to notice a smartly dressed gentleman winking at me? Not sure of his intentions and cornered (did I forget to mention Bill had left me to watch over our bags while he assembled his tripod and camera and set off around the ship to “capture the moment”?) I was concerned, to say the least. Should I try to carry all the bags and run? “Hey son”, shouted the winking man. “We’ve got you a cabin!” It turns out the very nice gentlemen had a slight affliction in his right eye, but how was I to know that? The news was greeted with much joy, “And one for Bill?” I inquired. “You’ll be lucky, you’re sharing!” Now I’ve known Bill for many years, but sharing a small cabin on a rocking ferry has never been very high on my bucket list. But, needs must, and the customer always come first, I thought.
Very little sleep (due to a snoring Bill) was rudely interrupted by the crew banging on the cabin door at four am. “Breakfast is served”. Still, we had a cabin, and it had a shower! OK, let’s clarify – a gently dripping faucet and a shower curtain that gets blown about and actually wraps around you as you attempt to wash. Not the best start to an early morning. Breakfast was nice, or at least it looked nice. I’d no sooner sat down with my full English when the PA announced “would all car passengers please return to their cars immediately”.
We were soon off the boat, and heading up the motorway towards Belfast. Both customer visits were a great success, and to be honest well worth the effort. We were booked on the return ferry from Dublin to Liverpool on Monday evening. Did we make it……