This is not an interaction design intervention, but an intervention at the heart of the customer experience. It’s about earning customer trust—the foundation of any relationship, never more important than in the face of a crisis. After the terrible accident of the Costa Concordia, in which at least 15 people have now died (rest in peace), news outlets are reporting this morning that Carnival has a plan to compensate surviving victims: a refund and 30% off another cruise. The ship sank and people swam for their lives. Some did not make ...

This is amazing. And is so much fun. It shows the power of language in shifting perceptions about an everyday experience we take for granted. And it shows actual people (not corporations) authentically co-opting commerce to do something good and joyful and connected. What an incredible way to re-invent for the better an experience we take for granted. Cheers to Bluffton, South Carolina.

Here’s a solution to the anxiety-prone and time-wasting moment experience of figuring out which way to swipe a credit/debit card, while people in line behind you roll their eyes and tap their feet: A vertical credit card. I don’t know Chase’s motives for designing a credit card with a vertical orientation instead of a horizontal one (probably a gimmick to stand out in the marketplace), but Eureka! This is the solution to endless confusion when swiping a card at the grocery store, gas station, or millions of places where customers can ne...