Jared Spool

@jmspool

Exploring the boundaries of User Experience and United's Customer Service. Founder , Co-founder . Thank you for encouraging my behavior!

42.635976,-71.164046
uie.com/brainsparks
Joined March 2007
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  1. Pinned Tweet
    Apr 4

    Users don't hate change. • Users hate when you take control from them. • Users hate when your change shows no value for them. • Users hate when they’ve invested in learning your design, only for you to disregard that investment. Users don’t hate change. It’s you, not them.

    130 replies 2,825 retweets 7,425 likes
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  2. Retweeted
    9 hours ago

    Excellent thread. "Don't hate on users when your sucks" is always good advice, but this adds much more nuance and detail.

    Users don't hate change. • Users hate when you take control from them. • Users hate when your change shows no value for them. • Users hate when they’ve invested in learning your design, only for you to disregard that investment. Users don’t hate change. It’s you, not them.
    Show this thread
    3 retweets 10 likes
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  3. Retweeted
    13 hours ago

    Love this thread on change implementation and how smartly debates every lame "users are a lost cause" argument in the comments.

    Users don't hate change. • Users hate when you take control from them. • Users hate when your change shows no value for them. • Users hate when they’ve invested in learning your design, only for you to disregard that investment. Users don’t hate change. It’s you, not them.
    Show this thread
    1 retweet 6 likes
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  4. 13 hours ago

    "People in Puerto Rico should form a caravan. Maybe Trump will send the National Guard there.” — NextDraft:

    7 likes
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  5. 14 hours ago

    What makes the UXMasterClass Hiring Process so unique? This workshop is specifically geared to hiring your UX design team. You’ll walk through every step of a process finely-tuned to deliver you great applicants and get the right designers on your team.

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  6. Retweeted
    Apr 1

    1/6 When you see someone use the Myer-Briggs Type Indicator in a professional context, call them out. It does not meet basic criteria of psychometric scales, was "developed" in the 40s by people without any training, & is based on outdated psychoanalytic ideas. Long version 👇

    91 replies 1,198 retweets 2,510 likes
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  7. Retweeted
    15 hours ago

    When you decide to let the wind do all the werk for you

    16 replies 51 retweets 148 likes
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  8. Retweeted
    15 hours ago

    An announcement: I'm speaking this June about lessons from building user research for and . Use code GREGG for a 10% discount!

    1 reply 5 retweets 32 likes
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  9. Retweeted
    16 hours ago
    Replying to

    I've come to believe that the single biggest "sin" of UX/UI is "different, but not better" Users will put up with different if it's a real improvement in their workflow. But if you make them re-learn something and it's still the same old same old... buh bye

    4 replies 13 retweets 43 likes
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  10. 20 hours ago

    Beautiful thread for any aspiring writer, about the role of lineage in character development, as it pertains to who Rey’s parents are (and why it might be better if we don’t know).

    I could talk about Important Shit this morning, or I could talk about why Rey's parentage is best left as it was in TLJ, but also how JJ Abrams could have his cake and eat it, too. LET'S GO WITH THE STARB WARBS
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    11 likes
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  11. Retweeted
    20 hours ago
    Replying to

    Yes, oh YES. Users don’t hate change. They do hate being told they hate change. When typically what has happened is they haven’t been consulted, or involved early on in the decision making/design process, about something that often affects their daily lives.

    3 retweets 7 likes
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  12. Retweeted
    Apr 5
    Replying to

    I don't hate change, I love change. I seek change. I crave it. But when you change the design language and force me to re-learn how to do simple things I've been doing for decades, I get upset. Even more upset when you make a core tasks more difficult or even impossible.

    2 replies 5 retweets 17 likes
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  13. Apr 4

    “It’s Time To Get Real About Digital Transformation.” — 

    1 reply 13 retweets 31 likes
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  14. Retweeted
    Apr 4

    There are towns in the U.S. that hold elections through town meetings. Is one of them. Tonight there was a town meeting, and live tweeted it. Among the features: -Moderator -Debate -Standing votes Thread. 👇🏼

    Should I live tweet the Andover, MA town meeting Y / N / M
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    3 retweets 9 likes
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  15. Retweeted
    Apr 4

    Help me support some medical research? Please tell me: if you wanted to tell your doctor about your usual diet (so they could understand what might affect your health or symptoms), how would you describe it in a few words or phrases?

    45 replies 6 retweets 7 likes
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  16. Retweeted
    Apr 4

    Stop what you're doing and watch this clip from a Martin Luther King Jr. interview.

    164 replies 5,400 retweets 9,812 likes
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  17. Retweeted
    Apr 4

    “UX Design Leaders Have Many Strategies To Choose From” by

    2 retweets 5 likes
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  18. Apr 4

    By the way, I wrote about this back in 2005. The behavior of our users hasn’t changed in that time. Designing Embraceable Change

    6 replies 23 retweets 216 likes
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  19. Retweeted
    Apr 4

    I can’t tell you how many times I’ve heard the “users hate change” refrain. Good concepts to remember in this thread.

    Users don't hate change. • Users hate when you take control from them. • Users hate when your change shows no value for them. • Users hate when they’ve invested in learning your design, only for you to disregard that investment. Users don’t hate change. It’s you, not them.
    Show this thread
    4 retweets 12 likes
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  20. Apr 4

    Hire the right designers for your team by employing a process designed specifically for hiring UX professionals.

    3 retweets 9 likes
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  21. Retweeted
    Apr 4

    In Sweden we have Blocket that does this really well (our variant of Craigslist). People keep saying ”they never change their design” and I’m like ”They actually change a lot, but only the things you want to change.”

    We could, for example, have chosen to make the necessary changes occur slowly over a long period of time, resulting in the user never perceiving the change. We could also have chosen to give the users control when the changes kick in, instead of forcing it on them.
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    1 reply 1 retweet 6 likes
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