JetBlue Asks Users to Help With Tablet Experience
Some may see this as JetBlue asking for free design work. But, are ideas from actual consumers “design work”? Isn’t it simply one way of doing user research, and finding out what your users want?
To me one of the big questions is: Can people accurately vote on ideas / concepts expressed solely in words, versus ideas being sketched out or wireframed (the way we’d do it)? How many awesome ideas will get skipped over because they couldn’t be communicated effectively in 300 characters?
I think the endeavor also brings up one of the key issues in research: whether you listen to exactly what your users tell you when you ask “What do you want?”, or whether you take their answers and read between the lines to figure out what they really want (or a combination). In other words, are they taking the ideas, including the winning idea, verbatim, or are they actually looking at all the ideas and digging for the unmet needs that might only be hinted in idea summaries, wherein idea gathering acts as a mini ethnographic tool?
Blah blah blah… Sorry, it might be my head cold talking.
*(After much back-and-forth, and much more rambling from Meredith, we figured that the purpose of the contest for JetBlue isn’t about learning who or what the crowd proclaims is the winner—it’s about considering all of the ideas as inklings on which to base sweet UX concepts. We’ll see what happens.)