No wonder the world has a plastic problem

On Saturday, I bought three small — and cheap — items from a big-name department store and a hardware store. Each came in packaging that wasn’t warranted, even if the price of each item had been much higher.

Exhibit 1: The watch

The first item was a watch. I no longer buy expensive watches — a $10 to $20 watch does just fine at telling the time. As I work from home, I only wear a watch occasionally, so spending big bucks on a watch seems silly. My last $10 watch lasted me a couple of years, but it died recently — the battery went and the band was on its last legs. At $10 for the purchase, it just wasn’t worth fixing — a new battery and band and the fitting of both would cost upwards of $40, so I decided to replace it with another $10 watch from Big W (like Target, Wal-Mart etc. in the US).

Here’s how my watch was packaged:

Yes, this $10 watch was inside a sealed plastic clam shell.

But wait… there’s more…

Inside this triangular piece of plastic that was almost impossible to cut open without cutting yourself in the process, was a hard plastic display holder, around which were TWO tightly strapped cable ties holding the watch. And notice the square thing underneath the hard plastic bit? That’s an RF security tag!

What were they thinking? That these watches (at <$10) were so darned precious that they needed this sort of protection?

After I got everything cut open and pulled apart (a process that took several minutes, a lot of frustration, a few expletives, and a pair of scissors), I was left with this:

I only wanted a watch, not a small landfill’s worth of plastic!! Had I thought about, I should have opened the package in the store after paying for it, and handed the packaging back to Big W. If more customers did that, maybe these stores would get the hint that all this over-packaging is totally unnecessary… especially for low-priced items such as this.

I suspect that if I bought a Cartier watch in a jewellery store, it would come with less unnecessary packaging. And I also suspect that all this packaging added about $2 to the cost of this already cheap watch.

Oh, and my husband got cut by this outer plastic when he was sorting our recyclable trash… he wasn’t happy!

Exhibit 2: The surge protector

Next stop was Bunnings (like Home Depot or Lowes in the US), where I needed to buy a surge protector. It was $4.95, and like the watch, it came in a hard plastic clam shell sealed against ingress by anything nasty, and moulded to suit the shape of the $5 object inside.

I could only open this package with scissors — it sure couldn’t be prised open. And like the watch’s packaging, I had to be careful not to get cut by the sharp edges of the plastic as I cut it open.

I wonder what people with arthritis or limited hand mobility do? This stuff was TOUGH to cut, and once cut, it’s dangerously sharp.

Exhibit 3: The tape

My other purchase at Bunnings was some plumbers’ tape. This one wasn’t as badly packaged as the other two items, but it was still overkill for a $1.99 item!

At least I could get it open without scissors and the risk of cutting myself because the moulded plastic over the tape reel just wrapped around the cardboard and was stapled to it with a single staple. However, notice that the tape reel is inside a plastic ‘doughnut’ ring, which has a plastic top and bottom piece! Though having now used the plumbers’ tape, I think that the ring is necessary as this stuff is really fine and wants to fall off the reel.

*****

Back in the day (meaning a decade or so ago), you could buy things like plumbers’ tape loose from bins in the aisles at Bunnings; they didn’t come on a piece of cardboard with a moulded piece of plastic stapled to them. Likewise for things like surge protectors. Has all this unnecessary packaging come about because customers asked for it? (I doubt it) Or because stores were losing too much to shoplifting and pilfering? (possible) Or because manufacturers now have to have instructions and warnings for EVERYTHING they make, and those instructions and warnings have to be attached to the product? (very likely)

Even if instructions and warnings have to be attached to the item, and the item has to be secured against shoplifting, there are ways to minimize the packaging. For example, the surge protector could be attached to the cardboard warning/instructional material with a cable tie with no other plastic required; likewise the watch and the plumbers’ tape. These sealed clam shell plastic containers are unnecessary for products such as these, and just add to the manufacturing cost and the cost to the environment when it comes time to dispose of them. And nothing I saw on any of the plastic packaging indicated it had been made from recycled materials or that it could be recycled. <grrrr>

Misleading ads from Qantas Frequent Flyer

I’ve been a Qantas Frequent Flyer and Qantas Club Life Member for just over 20 years (yikes!), and so I get their promotional emails, which seem to come with increasing regularity. Most of the time I just delete them, but occasionally one catches my eye, especially when it offers what I perceive to be a ‘very good deal’.

A bit of background… Perth hotel prices are EXORBITANT, and they’ve been ridiculously high for several years. We’re in a resources boom, so hotel room prices mid-week (in particular) are through the roof. To even find a decent hotel offering a room for less than $250 a night is very unusual; it’s more like $400+ a night.

Which is why this Qantas promo for hotel stays caught my eye (I’ve highlighted the relevant bits in yellow):

Note that the price advertised ($179) is based on a stay at Crown Metropol (ex-Burswood Hotel) in Perth. Now, $179 is a good deal for Perth, and Crown is a 5-star hotel. So, $179 for a 5-star hotel in Perth? Gotta click on that!

And here’s what I got:

Yep, that $179 deal has suddenly morphed in a ‘minimum $269′ deal, some $90 more. Thanks, Qantas…

However, the Qantas deal is still cheaper than offers from sites like Wotif.com for the same hotel, where their cheapest deal is $295 for just one night in the coming two weeks:

I guess I won’t be staying overnight in Perth any time soon.

Mental model disconnection

I was looking up a website for a local bathroom renovation company. This image was on all their web pages:

A cooktop and range hood just don’t fit my mental model of a bathroom, so I checked their entire website to see if they did kitchen renovations as well, and found NOTHING to indicate that they do. Their business name clearly states that they do bathroom renovations.

Which leads me to wonder WHY they have an image of a range hood and cooktop on their bathroom renovation site. Did their web designer just grab any image from the internet and plonk it there? Or do they do kitchen renos too, but they’re keeping that service hidden for now? Or did no-one who signed off on the website notice that the image doesn’t match their business name and service offerings?

The problem with this mental model mismatch is that I now don’t trust that this company would take the care required to do a bathroom reno for me (not that I want one now, but that’s not the point). Any trust I may have engendered from looking at their website text and testimonials has been reduced by this cognitive dissonance.

Bottom line: Trust is jeopardized when the images and text (and business name in this case) on your website don’t match. If your prospective customer sees that you can’t get that right, then they won’t trust you to get their job done right either.

Or maybe that’s just me…

Honoring a customer service promise

I was hunting for something on the internet… as you do. One of the potential suppliers didn’t have the exact item I was looking for, so I thought I’d contact them. One of their contact options was ‘live chat’ available ’24/7/365, no waiting’. So I clicked on the link. And got this:

If you’re going to make a statement that someone is available for ‘live chat’ 24/7/365, then honor it. If you can’t honor it, don’t make that promise!

Values need correct units

There was a whole lots of smoke hanging around our region of Western Australia over the weekend, so I went to the Department of Environment and Conservation website to see if there were any prescribed burns that might be causing it. There were. Normally, there’s a small map that shows the approximate location of the burn, and if you click on the title of the burn you get the burn’s details, including a more detailed map.

Well, the small map didn’t show the location, and I couldn’t figure out where the burn might be from its title (‘DON_917 Lindsay 39′ wasn’t very helpful!), so I clicked on the title to get more information and found out that the burn was mapped as occurring in China! It was correctly listed as being close to Manjimup.

I guess someone forgot to add an ‘S’ to the Latitude value, and it defaulted to ‘N’. Or they accidentally selected ‘N’. If it defaulted to ‘N’, that would indicate the software they are using was made in the northern hemisphere, and/or that someone hasn’t set the global setting for latitude for Western Australia to be ‘S’.

Whatever the reason, this map sure wasn’t very useful, especially to people who live close to that area and who might be impacted by a bushfire if it got out of DEC’s control, as has happened before with tragic results.

Flying in infinite loops with Qantas

One of my clients — J — emailed me some pictures detailing his frustrations with the Qantas website when trying to change his company name and phone number details in the Frequent Flyer section. Before I go any further, you should know that J has a PhD, is an Associate Professor at a prestigious university in Australia, is a software designer, has owned a couple of companies etc., so he’s no dumb bunny.

On reading his email and looking at the pictures he sent, I’ve got to assume that whoever designed the web form for Qantas didn’t bother testing it or making sure that what you wanted to do (change your business name, in J’s case) could actually be done. J sure couldn’t do it, and will now have to call Qantas to get his business name and phone number contact details changed.

Here’s what he described to me, and sent pictures of to confirm. I’ve blurred out all J’s identifying information. My comments are italicized in square brackets and prefaced with ‘Rhonda’.

**********

I tried to change my company name on Qantas Frequent Flyer from ABC to XYZ and in the process I had to re-type my phone number and discovered I ended up in an never-ending loop of form filling.

I started out with a form that looks like this:

Qantas does not complain about the state of the form until you change one item – the company name…

[Rhonda: Note: J has four numbers already set before he starts. There are four phone number fields available. Yet the instructions say a maximum of three phone contact numbers. Already there's confusion....]

It didn’t like me entering 4 phone numbers:

[Rhonda: The two error messages above are confusing -- the first error message states you can only enter three numbers, even though there are four fields available, while the second message says that he has to enter an area code for his home phone -- which was already entered under his previous business name!]

So I deleted the home phone and it complained that it must have a home number:

So I deleted the business number, as I only use my mobile anyway and it complains that I need a business number:

I then deleted the alternative number, and it complains that I require an additional number!

This, of course, compels you to type in the number and then you go back to (2) above.

I tried typing in my mobile for my home number with (04) as my area code and it does not like this. At the next house we’re building I don’t intend to have a land line, so what am I to do then?

The result is that I cannot change my company name!

*********

So how does a person change their company name when all other details remain the same, as in J’s case? Obviously, the web form is set up badly in that it assumes because you are changing your company name you must also be changing your phone numbers. There are plenty of small one- or two-person companies like J’s (and mine) where changing the company’s name does NOT mean that you also change your phone numbers. And for Frequent Flyer details, the company name could well change but your personal details won’t change — most companies in Australia allow individuals traveling on company business to keep the Frequent Flyer points for themselves, so even if you work for large companies and change the company name registered with Qantas Frequent Flyer, you shouldn’t be forced into re-entering your phone numbers. Remember, J was doing this in the ‘Personal details’ section, NOT the company details section.

Then there’s the issue of requiring certain numbers. You might not want to have your company phone number associated with your personal details, or your home phone number associated with your company details. But this form wants both, no matter what.

Finally, there’s the issue of people dropping their landline service as smartphones become smarter and as telephone services are more associated with a person than a location. In the US, this isn’t really an issue as geographic area codes are assigned to landlines and mobiles alike, but in Australia we have state-based area codes for landlines and the ubiquitous Australia-wide 04 for the mobile number prefix no matter where you purchased or registered your mobile within Australia — there is NO area code associated with Australian mobile phones (see http://australia.gov.au/about-australia/our-country/telephone-country-and-area-codes). This Qantas form requires area codes for home and business numbers, so I guess someone who only has a mobile and has dropped their landline service should ignore those fields and just enter a mobile number. But wait. They can’t! They get an error message that they MUST enter a home number and a business number (see the images above).

And then they are locked into an infinite loop-de-loop with Qantas…

How could Qantas fix this form? I’ve got several suggestions:

• Don’t force the user to re-enter their phone number details if they have changed their company name. Show the phone details section after changing the name, but don’t force them to do anything on it.
• Make it mandatory to supply a minimum of ONE phone number only, and DON’T specify what type of number (home, business, mobile) it should be.
• All other phone number types should be optional to the maximum number of phone fields on the form (i.e. four).
• An area code should only be required if the user enters an 8-digit Australian landline phone number in the Number field.
• The Number field should be able to take the full 10 digits of an Australian mobile number, no matter what type of phone number you are entering.
• 04 should be acceptable in the Area Code field for any number type if entered along with the remaining eight digits of a mobile number.

[Link last checked April 2013]

I have to do what?

Sometimes things just work and you get a good feeling from the website — as though the owners cared enough about their customers to take the time to make the user experience friendly and useful (see yesterday’s post: http://cybertext.wordpress.com/2013/03/26/thoughtful-and-useful-response-to-a-web-form/).

Then on other days you get something like this:

I have to press ‘Cancel’ on the next screen to view the offer? What the…?

You know what the worst of it was? There was NO ‘Cancel’ button AT ALL on the next screen. And you had no choice but to click OK here and get taken to the offers screen… the one you couldn’t cancel out of.

Then there’s the odd mix of sentence and title case… and the Warning symbol…

Talk about frustrating!

Thoughtful and useful response to a web form

I used the ‘Contact us’ form on Rosenfeld Media’s website, and got this as soon as I clicked the Submit button:

Within seconds I had my email too.

Nice. And useful. Too many times you have no record of what you wrote on a web form, unless you had the presence of mind to copy/paste it into another application before clicking Submit.

ConveyUX Conference 2013: Day 3: 6 March 2013

What a big day! We had some seriously big names presenting today — Luke Wroblewski, Jared Spool, and Dana Chisnell, all of whom did plenary sessions.

The morning kicked off with an earlier breakfast than the past two days, which took a lot of people by surprise, so we ended up running a bit behind time for the rest of the day. For those without a plane to catch, this wasn’t an issue, but may have been for some others.

Only one time slot had break-out sessions, where we had a choice of three to go to.

Designing for touch

I was looking forward to hearing Luke speak again — I last heard him at one of the WritersUA Conferences in Seattle (2009? 2010?) and was most impressed with his knowledge, his presentation skills, and the quality of his presentation slides. I was not disappointed this time either.

Luke started off with an overview of the device landscape, and the assertion that touch was becoming ubiquitous on all devices — large and small.

Touch allows us to directly interact with the content, whereas keyboard/mouse tends forces us to interact with the chrome surrounding the content. With touch, we need to consider human ergonomics and design, such as finger pad and finger tip size variations. The average finger pad is 10 to 14 mm, finger tip is around 10 mm, and index finger width is about 11 mm. Microsoft touch guidelines work on a minimum of 10 mm.

As Luke stated, big targets will work with a mouse, but small targets won’t work with fingers. And big screens invite big gestures (swipe and paw).

The touch paradigm is:

• content
• direct manipulation
• gestures
• feedback (respond to the touch immediately — e.g. move the screen/picture; make content follow the finger action).

Touch forces you to simplify and reduce — need to decide what to keep and what to throw away. Just-in-time user assistance is best way to learn various gestures/controls.

Rethinking user research and usability testing

Dana Chisnell started her talk with some anecdotes from her usability testing, emphasizing how usability labs are not suitable for the social web — people don’t live in the world doing one task on one device at a time. Instead, we have human to human interactions mediated by technology.

Instead of measuring user satisfaction, we should be measuring user engagement.

We only find things in testing that we are looking for, not the unknowns.

Current usability testing methods are not robust enough for testing the usability of the social web; for understanding context and relationships. we need to add field testing methods as well to the traditional lab testing. This takes more time, requires more deep thinking, requires strong research design, and requires studying cohesiveness dynamics.

In rethinking user research:

• We’re not getting the answers we need.
• Experimenting is limited because we’re pressured to go to market.
• We’re looking for things we know about, using old fashioned tools.

And therefore we’re missing the things we don’t know about.

The curious properties of intuitive web pages

Jared Spool used lots of examples (including a very real example using a long piece of string and wool ties of how much money a business was losing every day, when they thought they were doing well!) in his presentation. Some of the takeaways from his talk:

• Cardinal rule of design: Don’t make me (the user) feel stupid.
• If you have to use user assistance, the design is NOT intuitive.
• Intuitive design happens when current knowledge equals target knowledge; i.e. what I know matches what I need to know to get the job done.
• Intuitive redesigns are invisible (e.g. Amazon — small incremental changes to website, not wholesale changes that stop existing users from using the site).
• Socially transmitted functionality (i.e. someone has to show you how to use the thing) is NOT intuitive design.
• Definition of ‘clusterfuck’: Microsoft SharePoint! ;-)
• “We’ll be successful if the day we go live nobody notices” (product development manager)
• All users are NOT equal. Understand who we’re really designing for (80/20 rule)
• Our most important users (the 20%) need to most intuitive experiences to keep them on the site and keep them purchasing from us. These are also the highest risk users, because if you lose them, you lose 80% of your revenue!
• Intuitive design is how we give our users superpowers.
• Look at your user’s entire journey through your site (e.g. purchasing chain) for sources of innovation.

Organizing mobile web experiences

I went to Luke Wroblewski’s break-out session after lunch. Some takeaways from his excellent presentation include:

• Know what mobile is uniquely good at and understand what users are doing on mobile devices: finding, exploring/playing, checking statuses, editing/creating.
• How will your content/services align with mobile behaviors.
• Content first, navigation second. Focus on what matters most. Use analytics to find out what your users are looking at and what they are ignoring. Adjust site organization accordingly. Use minimal space for navigation; maximum for content.
• Mobile experience is about 1.5x slower than desktop.
• Navigation options to gradually reveal site: nested doll, hub and spoke, bento box, filtered view.
• Consider human ergonomics in how users hold mobile/tablet devices. Hot zones are lower right and left; hard-to-reach zones are center top.
• Responsive web design: fluid grids, flexible images, media queries.
• Responsive navigation patterns: footer anchor, toggle menu, select menu, top navigation. Luke also listed the pros and cons of each as well as showing us lots of examples.
• Responsive multilevel navigation: accordion expansions, sideways panels, hubs not subs.
• Navigation elements (summary): avoid excessive navigation menus, top navigation for quick access, bottom menu for pivoting/exploring, adapt as more screen space becomes available (i.e. as devices become larger), but design for mobile first.

The prediction show

And it was almost all over… The final session was a prediction show using the interactive devices and voting on predictions made by conference attendees. Joe thanked us all for coming and indicated that there would be a ConveyUX conference again next year.

Thanks Joe and Shannon and the Blink team, and the sponsors, for putting on a great conference!

Food

I can’t finish without mentioning today’s food and and thanking the hotel staff for some wonderful meals and snacks:

• Breakfast: Scrambled Eggs with Cured Tomatoes and Ricotta; Sliced Fruit; The Day’s Muffin; Roasted Red Bliss Potatoes with Onions
• Lunch: Traditional Caesar Salad; Dinner Rolls and Creamy Butter; Herb Roasted Chicken Breast with Garlic Jus; Hearty Mashed Potatoes; Steamed Green Beans; Lemon Tarts
• Snacks: Chukar choc-coated cherries (YUMMO!); Kukuruza popcorn; Sahale snacks

ConveyUX Conference 2013: Day 2: 5 March 2013

As for yesterday, we started the day with breakfast at 8:30 am (such a civilized hour for breakfast!), then the first session at 9 am. First up was a general session with Carol Barnum, then followed two break-out sessions before lunch, a single session after lunch, a session at the Seattle Central Public Library, followed by a tour of the library, then a networking mixer with food and drinks at the Blink offices down on the Seattle waterfront. It was a busy day for all those who participated in everything.

Content strategy: How to get it, how to test it

Carol Barnum was our keynote speaker for today. She talked about what content strategy (CS) is, highlighted the explosion in CS books and resources in the past year or so, and detailed the major steps in CS (audit, plan, manage, create).

Testing is the only way to find out if the content is useful and usable to the audience it serves. The top findings (from the research) in testing are:

• findability
• navigation
• terminology
• page design
• mental model.

She offered three reasons for why content matters:

• increases sales
• increases user satisfaction (both internal and external users)
• reduces support calls.

The remainder of her talk focused on two case studies she’s been involved in — one for an international hotel chain’s green/sustainability program, and one for a sports shoe retailer’s website.

She finished by emphasizing that content strategy plus usability testing equals good business.

Communicating with users around the world: Understanding culture’s impact on user experience (Parts 1 and 2)

I had a morning full of Carol ;-) I also attended her two-part session on communicating with users outside your own country. In the first half she looked at some of the work done by Hall and Hofstede in the 1950s to 1970s on how different cultures have different behaviors and values.

Essentially, Hall’s categories can be condensed into the following:

• perceptions of space — some cultures are more territorial than others; some have more or less personal space than we do
• perceptions of time — polychronic time (people more important than the schedule — tends to be the hotter regions of the world); monochronic (schedule more important — tends to be the colder regions of the world)
• high-context — information is obtained from the physical context or internalized; affiliations and relationships are most important; typically Asian and southern European nations
• low-context — information is explicit (typically in words); achievement of goals is most important; typically North American, northern European nations

The implications of these differences are important in communication — communication in high-context cultures depends on sub-text for meaning (i.e. more indirect messages); communication in low-context cultures relies on clarity/explicitness (i.e. more direct messages).

Hofstede’s categories are:

• power distance (authoritarian hierarchies or decentralization of authority/teamwork)
• individualism vs collectivism (‘I’ culture [Australia and US the highest] vs unquestioning loyalty to the group)
• uncertainty avoidance (those cultures that avoid uncertainty accept formal procedures and highly structured organizations; those that accept uncertainty take each day as it comes and don’t view rules as sacred)
• masculine vs feminine, which had nothing to do with the gender of the user, only the culture’s role (masculine cultures focus on performance, while feminine cultures focus on relationships)
• long-term vs short-term.

After the theory part, Carol got us to look at various McDonalds websites for different countries and asked us to notice how some focused on people, and some had no people in them. And where there were people (there were none on the US McDonalds home page), to notice how they were portrayed — whether they looked at the camera or away from it, whether they looked like they were in charge or not.

In relation to communication, culture affects:

• learning styles
• reading patterns
• relationships
• trust
• face.

She then focused on various cultural studies related to trust of websites based on country, how the information architecture varied in differed countries (e.g. Chinese website design favored a portal model filled with every possible link on the one long page), how card sorting results varied for the same activity between Danes and Chinese, ATM studies in China, banking studies in India, mobile phone issue in Ghana, healthcare information for bilingual US users, etc.

One thing to come out of the studies was that users tend to perform better at information-seeking tasks when site designers are from the same culture.

There was a lot more, but we ran out of time. However, her slides are comprehensive and there’s enough information for us to follow-up on various studies if we’re interested.

A graphical approach to Help info in a mobile app

I was quite looking forward to Steve Segelin’s session, as he’s a cartoonist as well as an information architect. He was speaking on how his company — Blackbaud — have used graphics to communicate succinctly. However, whether it was where I was sitting, or the microphone, or the position of the clip-on mike on Steve’s shirt, or my hearing, I could hardly make out what he was saying. I do have his slides, so I’ll look at them in my own time and hope that I can get the information from them.

As an aside, one thing I noticed in many presentations, including Steve’s, is the predominance of applications with lime green (or other shades of green) for buttons, nav bars etc., some also with white text. Not once did this green project well on screen at the conference — each time there was lime green in a presentation, it was hard to read.

HTML5 for a better UX

The final session of the day was at the Seattle Central Public Library, about 8 blocks or so from the hotel. Peter Lubbers from Google was the presenter and he talked about and demonstrated lots of cool new things in HTML5. Like really cool! Many are not available in most browsers yet, but Peter’s assessment is that within two years most browsers will be able to do them. There was some amazing stuff he showed us.

Seattle Central Public Library Tour

The highlight of my day today was the Seattle Central Public Library tour.  As an ex-librarian, I have a soft spot for libraries, and had hoped we would see some of the behind-the-scenes areas, but alas, this tour didn’t include those. However, it was still a great tour of a most amazing building. Here are some photos; click on a photo to view it larger.

Amazing floor made of maple and the first sentences of the foreign language books – back-to-front like a printing press

Down two floors to the auditorium

New books; escalator to the meeting rooms

Young adult area

Meeting rooms are in the gray cube above; non-fiction spiral floors are above the black

Outside the meeting rooms on the 4th floor everything is RED

Non-fiction spirals down four floors from 999 to 000

  

Catalogue card drawers as art

Two two-storey yellow escalators

One of the many computer areas for the public

Visual representation of the subject headings of the materials borrowed in the past few hours

Visual representation of the titles of the materials borrowed in the past few hours

I wonder what that is?

Black fire-proofing material on steel pillars

Food and drink

• Breakfast: Scrambled eggs with cheese, fresh fruit, orange juice, etc.
• Lunch: On our own. I joined two others at a tiny French bakery close to the hotel where we each had one of their baguette sandwiches. Yummy!
• Networking mixer at the Blink offices: Drinks in mason jars, heaps of hot and cold food, terrific location, interesting lab setups. Thank you for hosting our noisy mob, Blink! (Here’s what the hot and cold food consisted of: Molasses BBQ Pulled Pork on a Chip [16-hour pulled pork, russet potato chip, pickled shallots, big b's bbq sauce]; Risotto Bites w/ Spiced Butternut Squash [Puree: roasted butternut squash, allspice, lemon, grana padano cheese]; Beet Lollipop Bites w/ Pistachio Dust [roasted golden beets, pistachio dust, piquillo pepper, sea salt, evoo]; Roasted Mushroom Duxelle Pinwheel [puff pastry, red wine, garlic, mushroom duxelle, herbs]; Fruit and Cheese Platters [with heaps of bread rounds and crackers]

A usability lab at Blink — note the cameras for tracking user actions