Designing the experience

Alex Nako, creative director UX

I started off working in branding and advertising. I realised pretty quickly that I was working right at the end of the production line. We were looking to change consumer perceptions, but I wanted to build the product and affect the users experience. I didn’t want to just slap on a logo; I wanted to build things. This led me in to product development and interaction design.

Designing for communication used to be easy. I mean, just look at smoke signals, it was entirely function over form. Fast forward a few thousand years and the two are indistinguishable. We’re not just making it look pretty; we are contributing to how it works.  How you present things can have a profound impact on how people consume content and use interfaces. It’s said that good design goes unnoticed, but I think there are times when designers need to take a stand, when design can provoke thought, and make the user think about their interactions. Great design makes people think and pushes thinking forward.

I’ve worked at a few big companies and through experience learnt that to make the best products, you have to bring people together from lots of different fields. The melting of minds together leads to magic. But big companies tend to think in terms of efficiency so this approach is seen as just a big distraction. That’s why I think the start-up world is pretty magical. The creative and design teams are right there with the people that build the product. I get to be part of the building process, deciding what to build and how to present this to our users. It’s heaven for me.

Interaction design is in a great place right now. The basic metaphors of systems, which were initially totally alien to people, are now well understood. You can see this in video games, nobody reads the manual or instructions anymore, they just pick things up. They probe to learn. With a more fluent consumer base, design is freer to push the boundaries of the digital experience. It’s an exciting time.

Advertising against advertising

William Fowler, marketing guy

I started out in advertising at just the same time as the internet really got going. The web presented two main challenges to the way the industry had always worked. One was what people used to call ‘user-created content’. That phrase feels a bit quaint now, but it obviously refers to things not created by professionals, in other words: nearly everything online. Suddenly ads were competing in an even more crowded field. YouTube in particular was very disturbing for ad agencies, because it showed them that people liked watching angry teenagers talking to camera and kittens falling over, at least as much as all the beautifully executed adverts which they’d spent the last forty years convincing brands that they needed to make. Once you’ve seen Star Wars Kid getting 27 million views by waving a stick, a big-budget TV ad just doesn’t seem like a justifiable expense any more. It kind of burst the bubble the agencies had blown around their creativity.

The other major change was to do with the amount of information there was out there. Advertising used to be based on what Alex Bogusky has called ‘information assymetry’, that is, the brand always used to know more than the consumer, and what they revealed - the very carefully edited story they told in public - was completely up to them. With the web they lost control of the story. People could find out whatever they wanted to know about the brand with a single Google search. And with social media they could tell their friends about it. So if you went on about your ethical credentials, and a story emerged online about your sweatshops in Cambodia, well, it just wasn’t going to wash.image

I think both these developments have been good for the industry. Advertising can’t be either as complacent or as dishonest as it used to be. If you want to attract people’s attention these days you can’t just interrupt them, you have to be interesting, at least as interesting as anything else they might find online. And if you want them to believe your story it helps a lot if what you’re saying is true. Because it turns out the best way to seem like an ethically-responsible brand that wants to change things for the better, is to actually be one.

So State appeals to me on a number of levels. First I find the product really compelling. Whenever you’re selling a car, or a soft drink, the brief often boils down to ‘this thing is going to change your life’. And it’s usually bullshit. But I think that State really does have the potential to create change. It brings people together around their opinions, and that is hugely powerful. As we are fond of saying: every revolution is just an opinion grown up.

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Secondly, I realised early on that State is an idealistic brand. I mean that in a good way, in that it’s idea-led. A lot of the things online have just been made because developers realised they could make them. But State has been built to answer a need - which is that most people’s voices aren’t being heard. I think it’s easy to be transparent about this kind of motivation. This isn’t just something we say in our marketing. You need a goal like this to justify the effort of creating something as huge as State. You just wouldn’t bother otherwise.

Finallly, State has the capacity to be extremly disruptive to the ‘media landscape’. It’s all about wresting the microphone away from the people who’ve traditionally held it, and that includes brands and advertising agencies. I must admit that appeals to the part of me that really doesn’t like advertising much. Maybe it’s a rebellious instinct, but it might be closer to a grudge.


The man who dreams of organising everything

Spencer Kelly, data wrangler

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I started editing Wikipedia at 16. I got addicted straight off. It continued through university. It felt like information was finally being organised in the right way. I wanted people to learn without having to run around. But there were problems with it. If Brad Pitt marries Angelina Jolie you write it on the Brad Pitt page, but then also on the Angelina Jolie page. If someone with the category ‘Blonde cheerleader’ dyes their hair, what then? ‘Formerly-blonde cheerleader’? ‘Dancing hair-product user’? What if there’s an article ‘List of North American Earthquakes’ and you want just Canada? At the time I started head-scratching about this, Freebase.com started rolling out. It was a natural fit. I’d never computer programmed before that, so I learned JavaScript.

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I think that human knowledge is being organised in the right way, for the first time in history. When the aliens invade, we’ll see they’ve organised their information and we’ll wonder why we haven’t.

That’s what brought me to State. I gave a talk at Freebase-type conference – I was calling it argument mapping at the time. There were some topics on Freebase that we had problems classifying. One was a collection of photos, where this guy had climbed a mountain and seen a ship there. He thought it was evidence of Noah’s Ark. So we thought ‘how should this be classified on Freebase? As a photo or as an artwork.

But what was actually important about that collection of photos was that it was an argument for Noah’s Ark. Being able to map what people are thinking: this book is in favour of the Iraq war, and this book is opposed to the Iraq war – that started to seem important to me. I was just getting into the idea when I got a phone call from State.

Movies have been organised in the right way. IMDB can query an actor and find information in a problem-free way. I believe that what people think can be organised too. I think that language can be organised.

People are talking over each other, and don’t need to be. I think it’s something that we could achieve at State.

Notes from the Egyptian revolution

A couple of years ago Soum answered an advert Alexander Asseily put on Craigslist. Alexander had moved back to London from the Valley, and was looking for someone to help take the idea for State and turn it into a working site. Turns out that Soum was just the right man for the job. These days Soum is based in Mumbai, but we were lucky enough to have him with us at the Notting Hill Gate office a while back. We asked him about the need for State.

 “There is no place on the Internet even now, where you can get a glimpse of what the opinion space around something is. I’ll give you an example: I was in Cairo during the revolution – I basically visited to see what a social media-driven revolution looks like. I was living about six or seven blocks off Tahrir Square, and there was no way to figure out what the general mindset was around the revolution, despite being in Egypt.

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There the news is heavily influenced by the government. Then there is the language barrier, so all that leaves you with is Twitter and Facebook. And on there you’re only able to see the last 20 or 30 tweets or updates. That’s your impression of what’s happened – and it’s nonsense. Because what has really transpired is about about five million tweets or updates before that. And there’s no way to get a glimpse of what people were saying before that unless you keep paginating, and have an infinite amount of time in your life.

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It occurred to us that, if there was a tool that could allow aggregation and viewing of what the mind space has been around something over time, and just give a glimpse of that, that would do the world a great deal of service. It would give a much clearer idea of what the general masses think, of anything. I hope that State can be that tool.”

Toward a wiser world

Last November, I gave a talk at the TEDx Conference in Brussels in which I argued that human society had undergone three ‘cultural explosions’ as the result of disruptive inventions in communications technology. And that, in fact, communications technology has been the main catalyst for the evolution of society throughout history.

In each case design is everything. A key requirement for each cultural explosion was that the technology which enabled it had to be simple enough for the ‘average person’ of the time to use.

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The first technology, inspired from the Egyptians but commoditized by the Phoenicians in ~1200 BC, was the phonetic alphabet. It enabled ordinary people to transfer knowledge easily from a spoken form to the written form.  Rather than learn complex pictograms, they had only to memorize a short series of symbols, each of which corresponded to a spoken sound. Western and Near Eastern civilizations, and their recorded histories, accelerated at an unprecedented rate thereafter.

The second invention was a printing press using movable type, which a blacksmith (Yohannes Gutenberg) created out of economic desperation. It’s worth noting that the Chinese had invented woodblock printing a millennium sooner but it wasn’t cheap. Gutenberg’s invention allowed others, often also blacksmiths, to create multiple copies of a single text quickly and cheaply. The capability of distributing knowledge had itself become more widely available. The first text to be printed was the Bible, but the Venetians and other pioneers of the Renaissance actively spread the emergent scientific ideas of that period too. The scientific and industrial revolutions were ultimately born not from the royal courts but from regular men and women being exposed to humanity’s aggregate knowledge and building on top of it.  

Although mechanized transportation and the telephone had a remarkable effect on the speed of communication, the third explosion, I contend, actually came much later in 1991 with the advent of the worldwide web, which provided almost anyone instant access to knowledge, irrespective of where it resided (so long as it had been committed to digital form). People’s natural propensity (for commerce, recognition and so on) to connect their ideas into the web also meant that humanity’s available catalogue of information grew exponentially within a matter of years.

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As the internet took hold, human civilization chose to map its offline hierarchy of needs directly into the web’s new services: we developed sex, banking, and shopping sites to meet our most primal desires for affection and survival; a decade or so later with ‘Web 2.0’ average people, now comfortable with the basics, started to understand the benefits of existing online, belonging to communities, discovering and sharing knowledge through these trusted nodes. The social media revolution is really a testament to that urge to belong and be recognized by others. But what happens next is what motivates me…can we really map our increasing need for fulfillment and self-actualization into an online service?  

It seems like a safe bet to assume the next cultural explosion will follow the same rule as before: making something accessible to all that had previously been available to a few. And this shift, I contend, will occur in part due to the emergence of efficient mass participation, something that happens only rarely today because of systemic constraints in the information technology infrastructure.

The world is still organized around established centers of distribution and influence, through systems that are asymmetrical. In other words: a small group of people do most of the talking, everyone else has to listen. But while our collective bandwidth for information consumption is finite, our collective capacity for producing information continues to grow.

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If people do participate en masse today, we can’t parse their activity quickly or accurately enough to extract a meaningful result. So most of us don’t even bother. In fact, organic collective action is still so arduous and rare (online or offline) that it must remain focused on only the most potent of issues: avoiding war, protesting civil rights abuses, expressing horror at a tragedy, unwanted tax increases, and deterring a foreign government from stoning a woman to death. The vast majority of things bubbling up implicitly across the collective mind of society remain hidden from view.  

The solution to this rests in part, I believe, within the internet. But the internet needs to get smarter, more equitable, and transparent than it is currently.  It is this challenge that motivated me and my brother Mark to create State. A globally accessible concept-based network, we hoped, could provide one way of capturing and organizing the world’s views so we get smarter faster: as individual citizens and collectively as a polity.

State’s vision, therefore, was an internet organized not around who people know, but what people think. A platform that gives average people the ability to express their views on anything, to be counted, and to feel like it’s actually doing something.

If we want the world to adapt to our desires, we must express ourselves proactively. Alas, guesswork or inference won’t cut it. We have to stand up for our views, whatever they may be, because it is only in the act of expressing them that we begin a process of deliberation with our fellow humans about how to develop our societies more intelligently.  

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The idea is not new. This is how it continues to work in most tribes and villages – your leader lives next door so complaints and suggestions are easier to lodge.  But at a civilizational scale these cooperative dynamics no longer apply. The impact of our ‘Global Village’ has exceeded our abilities to collectively influence it.

In order to make smart decisions about things that will affect people, we need to know more about what those people think.  Essentially, society needs a better  mirror to hold up to its face.

Society is blind partly because those pondering its needs can only infer so much via observation about what people think - the tools for authentically sampling peoples’ views are pretty lousy.  Allowing people to state explicitly what they think gives our leaders the opportunity to respond to a debate that is real. Doing so can also be immensely rewarding to those whose views have been counted.

The vast majority of people in today’s society are muzzled without knowing it; in practice the impact of their views is very limited.  This is due not to a fiendish plot hatched by an evil cabal– it’s just a systemic constraint of our civilizational development, one which became gradually more complex in the millennia since humans formed the first urban polities in Mesopotamia around 8000 years ago. As I mentioned above, various technological innovations since then have done much to make life more livable.

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Now, it has been argued by some that unleashing the views of ‘regular people’ is a sure way to bring chaos and anarchy upon ourselves. ‘The Masses’, it is argued, do not have the capacity to consider what is best for them and must leave such things to those assigned the seats the power (by whatever flawed mechanism those seats might have been won). We are content being passive, consumptive blobs in the ever-grinding machinery of industrialized society, it is likewise argued.

Well, that might be true at times. We all do need leadership in various parts of our lives. In fact we quite often demand it. Leadership might be one of those inalienable phenomena of human civilization that we implicitly selected for in our evolution as a species: groups of people who found a capable leader would just achieve more in a shorter time.

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Allowing everyone to participate equally in the discussion is not mutually exclusive from the emergence of great leadership and governance. If anything, good leaders emerge because they listen attentively. They actively seek counsel from the people they represent so they may synthesize their desires to chart a smarter course. And conversely, those whose counsel has been sought will more willingly trust the leader that does so.

There is also a staggering difference between what people may grumble casually and what they fight for explicitly in a public forum. The fact that one’s opinion might actually matter has a remarkable effect on the form and the manner of its expression. On the whole, we behave quite differently, often quite responsibly, when we’re given the microphone. We check ourselves. And we tend to complain when we don’t have that right.  

There’s also the effect that our complaining tends to subside if our actions contributed to the situation we are complaining about. This is partly why democracies based on freedom of speech can work: everyone agrees in principle that the majority should have sway and so as long as each citizen is given the right to speak and vote freely: an unwanted result is easier to swallow because it was produced by an equitable process.

Ultimately, a society empowered in this fashion (locally, nationally and globally) might begin a conversation with itself: one that is authentic, inclusive, and coherent with the full spectrum of reality. Like any system attempting to reach equilibrium, there is a chance that it will swing in one direction or another. It may take some time to prove out, too, like other civilizational shifts.

I’m not sure we have a choice – the shift is inescapable. Our greatest communications tools have, since our earliest days, always ended up empowering everyone in society to do what was previously accessible only to a few. They have catalyzed the distribution of knowledge and placed us on a trajectory towards greater equality and transparency. It’s no different today, we just need to grow up once again and take our principles to the next level. 

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A society actively embracing this shift will rise as a whole because its constituents have been empowered to stand up for their views, to play their part in transforming the world around them, rather than acquiesce the status quo; to participate actively for better products and policies; to become connected and discover empathy for strangers near and far who share things in common; and ultimately to emerge into a life of greater awareness, wisdom, responsibility, kindness….and laughter.