Improving Products and Services

We are grateful to the companies that create the products and services which make every aspect of our daily lives possible, however we know that everything can be improved.

Javul.org can be used to create improvement systems for existing commercial or non-commercial companies and organizations of any size providing products and services to the public. Leadership systems within organizations need to be effective and be aware of the most important needs of their customers and respond accordingly and quickly. Currently many organizations do what they like, not being aware of what the customer wants most or ignoring their needs. Through this project, they will be made aware of their customer’s needs. They’re free to ignore them or attend to them.

It should not be customers who should be forced to tolerate bad products and services because they have no choice. It should be business owners who should be forced to maintain a minimum level of quality and customer satisfaction or be forced out of business. Never should a situation arise where a customer has to put up with bad products or services and the business owners choose to ignore customer concerns. Of course we are not talking about the small number of customers who make unreasonable demands. We are talking about a product or service that is criticized in a reasonable manner by multiple people.

Online reviews can be inaccurate, incomplete or hard to trust. It should be very easy to find products with the features we want, implemented in the right way. Whether or not desired features are present in a product should never be an issue. The features should be there. The only issue should be how well the features have been implemented and if they work correctly.

Through Javul, the most important problems with a service or product and the best solutions suggested by people can be highlighted. Looking at the example of reviews, we want products and services that have reviews of 4.8/5 or greater. That is the type of high-quality product/service and customer satisfaction that we want.

Better Product Design

Product design that lacks in many ways is very common in today’s world. Many times this is not intentional. The simple reason for a product lacking features is that very few people are involved in taking decisions that affect a large number of people (the customer). Product developers are often not aware of what people would like or there are other limitations. People are usually not asked what they would like in a product. Online reviews are often not reliable. The reviewer may not have good intentions or may not be enough aware to create a thorough and accurate review.

We can take the example of a wifi router. Electronics companies make 100’s of new router models every year, for marketing and other purposes. People would rather have a few models that have all their issues resolved, rather than keep buying a new router which has a new issue that did not exist in the previous model. Upgrades in technology can be taken care of in a careful manner.

The USB interface that has been used for years has caused a lot of grief to people because it cannot be inserted reliably or because it is not reversible.

There are better chances of a product being designed better when there are more people involved and when the design process is transparent and can be observed by anyone who wants to observe it. The design process should allow for feedback from anyone who wants to provide it. When product design decisions do not significantly change the cost of making a product and they matter a lot to customers, then they need to be involved in making those decisions.

We want products that are carefully studied in detail and are continuously refined and improved. The product should be reliable and offer the features that people want.

At Javul, people could create characteristics that they would like in a certain product. Javul would certify qualifying products and make it easier for people to know which products fulfil those requirements. This would encourage product design that focuses on what people want. People can avoid buying products that are not certified. There can be different levels of certification. Javul would give higher level certifications to companies that operate on the Javul business model.

We want to create standards for products and services so they are more compatible with each other. Parts should be interchangeable. A lot of times a product is thrown away because one part of it stops working. For example headphones should use ear pads that are the same and they can be easily replaced when worn out. Currently every headphones has its own unique pad design. Maybe we can have just 10 designs that can be used for all headphones. The product needs to be designed for easy repairability. This is good for the environment also as a product can be repaired instead of being replaced. This kind of product design can apply to many things we use in our daily lives.

Pollution and product recyclability is also a great concern that needs to be dealt with.

Product design with Gimmicky Features

This applies to products and services. Sometimes it happens that designers like the power they have over the masses and they’ll do something ‘different’ just to feel good about their work and trying to force and herd the masses into using and accepting a new feature even if the feature is actually a bad design. Examples can be found in Web design or software where usability is actually reduced while implementing a ‘cool’ feature. Examples of ‘cool’ features include: (1) Page scroll bar disappearing in Microsoft Word after a timeout leaving the user wondering about their location in the document unless they press page down or up. It is obvious from Google search results that the majority of users don’t want this feature and they’re trying to find out how to turn it off. Here's an example where people tried to create work arounds by writing a script to disable the feature. (2) Slow page scroll animations on websites even though the user has turned off slow scrolling in the Internet browser.

This needs to stop. We need to give this phenomena a name (or just call it bad design as it is) and educate designers to avoid this practice and put in place new design processes that place first priority on users and keeping them satisfied. If design decisions are going to be made, this is the only correct way to make them. The default behavior of a product or service should always be the one that most people like and options to change that behavior should be easily accessible.

This applies to a wide variety of products which have gimmicky features.

Roles to play on Javul: Product Design

• Market Research: Investigate what people want in a product. For example search online, interview people. Its easy for people to say something is wrong but its hard to be specific about what exactly is wrong and better yet, how the problem can be fixed in the best way. The role of the Market researcher is to find out the qualities of a product that would make people happy
• Product design. Using information gathered from Market research, create standards and requirements for those products
• Industry liaisons: Establish contacts in Industry and work with them to implement products with Javul standards.
• Product analysis and Feedback: Evaluate products to see how closely they meet Javul standards. Communicate with Product designers so designs can be updated if necessary.

Every product has certain critical aspects that need to be designed better than other aspects. For example a phone’s volume control button is very critical. Critical features need to be documented. Designers need to know that they have to put a lot of work in the design of these critical aspects.

Mobile Device Design Issues

Here's an example of product requirements for Mobile Phones.

Design decisions that cost very little to implement have a big impact on users of mobile devices. For example if it only costs $1 to add a notification LED and if there are 100,000 users of the devices, this means a lot of people are going to be affected if the LED is not present and they would all gladly pay $1 to have the LED. The real reason why companies do this is to create product lines that have these features and they market their devices as “premium” as if it cost a lot to create the feature. So they increase the price by a large amount when in fact the feature costs very little to create.

These are just some suggestions and a lot of additional requirements and features can be added. It should also be possible to create phones with multiple configurations in case there are segments of the population with different preferences.

All of the features below should be available in the default interface without the need of users having to root and ‘hack’ their devices.

• Body: Round corners, not pointed (easy to place in pocket and not stress clothing). Should be able to slip in a metal pad after removing the back cover to help with magnetic cell phone holders. Ideally include the pad in the design. Should not be too slippery. Removable back cover.

• Volume/Power Buttons: Volume Button Size (must not be too small). Both width and length. Also it should have appropriate pressing depth. If its too close to the surface it makes it harder to press the button. Design button so it can tolerate a high number of presses. Make it easily replaceable.
  Location of buttons needs to be thought out. To prevent confusion, place Power button at top left and Volume button on the right. Provide option to wake up device with Volume button.

• Speakers: Should be dual front-facing. Easy to see. Hard to get dirty. Good volume and bass response (not expecting a lot but certain speakers dont have much amplitude at lower frequencies)

• Display: At least 350ppi. Avoid polarization and if its not possible, make it polar at 45”, not 0 or 90. Should be able to dim it all the way. Create a recovery system to bring back to 100% if needed (e.g. combination of button presses or shaking movements).

• Navigation button lights: Should dim with the display. Customizable.

• Other Features: NFC, FM Radio, Dual wifi (2.4Ghz and 5), anything else that people need. Notification LED.

• Software: This will be a long list. Here are some items for starters: Volume at low levels should be in higher resolution. In other words the volume curve should a quadratic function, not a straight line. The delay for the Volume popup to disappear should be configurable. Set to 4 seconds by default.Dark/Light theme options for the main OS (settings of any kind).

• Battery: Make the phone thicker and put in a bigger battery. Target for at least 40% more battery capacity than what is usually found. Should be replaceable.

• Battery Usage: High Battery drain at idle is a common issue. We need to create a system that deals with this problem and finds the actual reason behind the drain and stops any offending apps or other services from using battery like this and provide information about the situation.

• GPS Heating Issue: Lots of phones heat up when GPS is in use and this can result in the phone shutting down or freezing up and possibly damaging the battery due to high heat. One cause of the heat could be excessive CPU usage and if thats the case, phones need to throttle CPU usage and only use as much CPU as necessary to provide up-to-date GPS directions. Extensive testing should be done in hot environments to make sure the phone can still function. Heat generation should also be dissipated efficiently to reduce hot spots.

There are many other features that users want. This section is just an example for now.