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Feb 2004 Contents

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This Is Broken - a compilation of bad experiences

Mark Hurst

Creative Good

If you know a user experience that irritates you, don't just site there and grouse about it. Send it in to, a compilation of bad experiences: products, services, places, and Web designs that don't put the user first.

Every day, the site shows a different entry. Most are sent in by readers of This Is Broken. More than a website, this is a global project to raise awareness of user experience by getting people everywhere to document what's wrong, and how to fix it.

A good example is the recent entry sent in by reader Brian Snyder. He points out two new Nokia handsets - models 7600 and 3650. Both models "throw away the ubiquitous keypad standard, forcing users to completely re-learn the most basic activity: dialing the phone."

Two Nokia handsets: 7600 with 2 columns of keys, left and right of the screen. 3650 with circular arrangements of keys

If you want to join in, just send your entry to It helps to include a photograph or screenshot of the user experience you're writing about. On the other hand, if you're more interested in spotlighting good experiences, then come to the GEL (Good Experience Live) conference - April 30, 2004 in New York City: - UPA members get 15% discount

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