Dear Mr. Pandit: I have been a Citibank credit card customer for 22 years. Honestly, I don’t know why I still am. Today I received an e-mail and a phone call about potential fraud on my account. Normally this would be a welcome call as I don’t want anyone stealing my identity and charging things […]

Our first ever Kickstarter to support our new book — Making Things Special — is going great. Twelve days have passed and we’re almost a third of the way to our funding goal. Thank you to all of you who’ve pitched in and helped spread the word. We appreciate it. To make the book even […]

Hierarchical organizations large and small are filled with politics. In fact, usually, the smaller the stakes, the more bare knuckled and vicious the politics. Political organizations are ones where optics (what things look like) are just as (or more) important as what you actually do. Dealing with perceptions as well as ego and insecurity is […]

It’s called Making Things Special. It’s going to be filled with lessons and inspiration on making stand out user experiences. We are the authors: Jenny Lam and Hillel Cooperman, and we’re glad you’re here. We run a small mom and pop software design firm in Seattle and have been helping create special, hand-crafted user experiences […]

And now for a brief discussion on sending e-mail to your customers. The same e-mail can be both valuable and yucky spam. To the customer that cares about your product or service, a well-written, beautifully designed e-mail, can be informative and welcome. To everyone else it’s junk. And in a world where products that need […]