Recently, W Hotels launched an iPhone app to bring signature sounds and insider access to guests at their properties around the world. The W Scottsdale, a swanky property nestled in the heart of old town, came to us to help create a few pieces to help them market the app to visitors.

Splinter designed and produced collateral to announce the app, as well as strategically placed QR promotional decals that scan to “Get the App!” We were also commissioned to create iPhone replicas, which were used to train their staff on how the app works. After some creative brainstorming, we came up with a solution that resembled the actual size, shape and look of an iPhone. They were a hit! Another W property saw images of the replicas and actually thought the W Scottsdale had used real phones for training. Needless to say, the replicas were pretty spot on.

The new app is way rad, allowing guests to book their stay, order in-room service, or even request fresh towels. My personal favorite feature of the app streams music curated by Michaelangelo L’Acqua, the W’s global music director. The app gives you an option to listen to it at that moment or to purchase it on iTunes. It also detects your location to display any hotels near you and offers the ability to post on Twitter, Facebook and Foursquare.

This effort by W Hotels will surely add value to your stay and provides the progressive type of service their brand has come to be known for. Now, if I could just replicate their poolside experience, sitting at my desk today might not be so bad.

Last Friday, the Splinter crew attended the tenth happening of Ignite Phoenix at Scottsdale Center for the Performing Arts. Coined IPX by its ingenious all-volunteer team, the event lived up to every expectation with the perfect assortment of stimulating presentations (hand-picked from almost a hundred entries) and a fantastic selection of local music, beer, wine and grub.

Here at Splinter, we look forward to every Ignite because we are the lucky ones who get to design the ever-evolving Ignite Phoenix programs! This time around, we did our best to take things to the next level by transforming a once static piece of paper into an interactive conversation starter.

The back of the Ignite Phoenix Program, with instructions for folding and playing the conversation starter.

Based on the grade school game commonly referred to as a fortune teller (aka cootie catcher, chatterbox, salt cellar, or whirlybird), we created a new diversion aimed at sparking conversation among attendees. Once folded, the person initiating the conversation would ask their new acquaintance to choose a category, pick and number and then answer one unique question. While not everyone seemed to have encountered the game during their childhood, it definitely made for an intriguing display of amusement shared by all.

The front of the program and matching CD face design inspired by old school mix tapes.

For the past three Ignite Phoenix events, the team has included with admission an amazing collection of local music on CD. We did our best to entice with a design inspired by old school mix cassette tapes. Matching the modernist style of the program design, the CD was imagined to look like a tape reel using very basic geometric shapes and colors.

Were you one of the lucky attendees of the last Ignite Phoenix? If so, did you engage others with your program?

A sizable chunk of my time is spent managing projects between the client and creatives. As much as I enjoy my responsibility of bridging the gap between the two, I sometimes feel like burying my head in the bull’s… No, wait, I mean the butcher’s… Yeah, you know what I mean.

Every designer dreams of working with clients who value design, provide constructive feedback, collaborate in a productive fashion, and yet at the same time, know when to step aside and let the experts do their thing. While this is ideal, it’s not the most typical behavior, especially within small design firms. Dealing with a customer that feels they are the “authority” on design can be problematic, especially if their opinion rivals the principles of good design.

The knowledge a client can provide on their business and industry can be invaluable, so I’m not trying to argue with their authority. Everyone is, or strives to be an expert in their own disciplines – But what weight should their opinion carry as it relates to design? At what expense of the final product? These are often the same customers that self diagnose problems. They know their problem, they know exactly how to solve it… So why are they hiring a design firm?

“If you think it’s expensive to hire a professional to do the job, wait until you hire an amateur.” Red Adair

Contrary to popular belief, I don’t believe the customer is always right. So how does one handle a customer who wants you to design a pile of garbage? If you can flush that out in the beginning, the answer is obvious – don’t take the work. But what happens when you find yourself thinking, “Please go away, I just want this project off my plate”? You’ve already lost interest in the success of the project and now relinquish creative expertise to become a “revision robot” — which can ruin creativity, morale, client relationships, and the overall quality of work.

Now, let’s take a look at the underlying problem; there comes a point when any designer or creative team becomes disconnected with a project like I’ve mentioned above. As a project manager, I get to see the frustrations and elations from both sides. If a business owner is adamant about his or her opinions, it’s likely that no amount of research or expertise can persuade them, and it typically goes something like this: “I’ve started oodles of successful businesses, I know what I want, and I want to pay you to execute what I need.” Seems pretty cut & dry, right? Try approaching your creative team with this (and make sure to bring a helmet). All kidding aside, it can be a very tough position for a project manager, especially if the design team has already lost interest. And as a PM in this situation, you’ll definitely earn your paycheck.

Ever had feedback like this from a client?

Client: “It doesn’t do it for me.”

Project Manager: “Can you tell my why? Or describe what you’re envisioning and why?”

Client: “Not really, I just don’t like it.”

Project Manager: “But we feel that the design follows the objectives outlined in the brief and represents a solid visual solution for you.

Client: “Do you have any other designs for me to look at?”

At this point, half of me does not want to fight a horse that won’t drink, while the other half of me wants to dunk my head under water and scream. If it gets to this point, I know I probably did something wrong. To avoid this happening again, it’s important to go back and try to pinpoint when it might have slithered away from my grips. Sometimes this situation may seem unavoidable, but there’s always something(s) you could have changed or approached in a different way. Luckily,  there are oodles of resources out there to combat this, including the AIGA. It’s a great resource for designers and project managers to reference when working through tough situations. Check it out. The AIGA offers helpful insight for everything from contracts to ethics to client management. You might be surprised what you learn.

In all reality, no process is bulletproof. Although we strive for a perfect process, there will always be hurdles. That’s just life as a project manager. But at what point does one feel a professional responsibility to steer the customer from the perils of a really bad idea and/or execution? We all have a boiling point – so when is it okay to pull your rip chord in the middle of a project? Is that an acceptable way to get out? How much time is reasonable to spend educating customers about what good design is, your process, or how it can help them? For me at least, it seems dependent on our workload, the size of the project, and the relationship with the client. How much “good” work do you have already? Can you afford to turn them away?

We’ve all dealt with customers that flat out don’t care about the design process, but still expect award-winning work to somehow be miraculously conceived. The obvious thought would be to not work with such clients. But let’s be realistic. Bills need paying, you’re contractually committed, and this problem may not have been obvious during the proposal or discovery phases.

Here are few of my thoughts on how to prevent being “butchered”:

1. Explain your process up front and make sure they understand what you do and don’t expect from them.
2. Keep them involved as much as they desire or as much as the project requires them to be.
3. Get approvals in small, incremental phases. This will prevent any surprises. If they are approving each baby step, it’s much more difficult for them to change directions on you. It’s also much easier to bill more when they do.
4. Provide an explanation of how the proposed solution fits the problem. This should already be outlined in the brief or in a Scope of Work document.
5. Don’t work yourself to death trying to educate or explain to someone that believes they know everything. Do what they ask and move on. Even if you’ve provided this type of client the best solution in the galaxy, they wouldn’t know it.
6. Take deeper breathes. Keep it professional and stay poised. Complete the project per their instructions. Then, once all the deliverables are completed, refer them to another firm. Make sure to explain why you may not be a good fit and thank them for their past business.
7. Go back through your process and change something to make sure this doesn’t happen again. Learn from it!

I recently received feedback on a logo proof we spent a considerable amount of time on before presenting initial concepts to the client. The response from the client was, “It doesn’t look like you spent any time at all on the logo concepts.” Given that the client requested a clean and simple logo, I took that as a compliment. This was the same client that didn’t complete the creative brief – because he was “too busy.”

“Simplicity is the ultimate form of sophistication”
- Leonardo Da Vinci -

Your first inclination might be to start explaining how design works. Go ahead and stop yourself right there! Your time would be better spent putting your shoestrings into a French braid.

I can’t imagine any project manager or creative professional achieving very much fulfillment from being a “key stroking slave”. Continue seeking customers that are engaged in the process, value good design, and have a genuine interest in the success of the project. This type of client provides a critical perspective needed to arrive at the best solution. And to be honest, I just don’t want to live any other way.

So how do you deal with a project when the client doesn’t know what they want? Or when you’re expected to keep designing until they “see something that resonates?” Feel free to weigh-in with some of your own experiences. I know I can’t be the only one that has trouble getting the client to “take the butcher’s word for it”.

“I said it. FlipOff!”

As of late, there has been quite a bit of chatter about the expected demise of The Flip Camera.  On April 12th, the New York Times ran an article about the short lived and widely successful life of the Flip camcorder. In 2009 Cisco became the proud parent of a half a billion dollar product that may have already seen its 15 minutes of fame. Actually it was about 3 solid years of dominance, which is still a blink in time even for gadgets. A mere two years ago at the time of acquisition it was one of the hottest products, flying off shelves and gobbling up market share. Cisco has now realized The Flip has started to fall from the spotlight and is aware of the Flip’s almost certain demise.

In the last few years as smartphones increased their capabilities, they have bullied many products out of the realm of necessity. From Portable GPS units to iPods, the smartphones are smothering other gadgets’ success. Let’s look The Flip’s nemesis, the highly demanded smartphone and why it appears to be stepping on the neck of our favorite little camcorder.

A few reasons why I bought a Flip Camera and why they rule(d).

1. The Flip had unmatched innovation and simplicity in the beginning. It is very easy to operate and tends to be a helpful and portable companion.

2. A price point much less than the sticker price for a smartphone and amazingly cheap compared to the rest of the HD camcorder market.

3. Unlike smartphones, the Flip has a tripod mount which is extremely beneficial, especially for more professional shoots requiring stability.  Even without a tripod, the Flip is smoother filming than any phone I’ve seen. We’ve all watched videos recorded on a phone with a ton of movement and it’s pretty hard to handle.

4. The audio from the Flip is very impressive for the unit’s simplicity, especially when compared to even the best smart phones. This is an extremely valuable when seeking a more professional video: instructional and how-to videos, interviews, video blog posts, etc.

5. Flip Cameras are very durable. Both of mine have taken a licking and keep on ticking. The Flip doesn’t handicap me personally if something happens to it: stolen, got wet, scratched display, etc. I would much rather that happen to my Flip than my smartphone. My smartphone is a vital lifeline to my business and personal life, thus making the Flip more expendable. This eases the fear of taking my Flip to the most extreme environments to get the money shots, for example: skydiving, pool parties, mosh pits, or dirt biking to name a few.

Maybe that is why the Flip still remains the top-selling camcorder on Amazon today.  So how could Cisco already plan to scale back on the fun product that provides such fun and simple usability?

Here are some reasons why my Flip Camera spends more time in a drawer than in my hand:

1. The ability to share directly from the device. This is the #1 reason I leave the Flip behind when I’m on the run. Seriously? I have to wait to find a computer to download before I can share. This poses a problem for us given our appetite for real time information. The Age of Instant Gratification only seems to be gaining steam. This is a massive benefit for smartphones given the way we interact with social networks and sharing of media. If I’m at the World Series, I want to share that content now, whether I email my buddy or upload to Twitter or FB. The content looses influence and the coolness factor if it’s sent or posted at a later time.

2. The Flip takes very grainy videos without sufficient lighting. Video lighting features on phones are becoming very common. I have yet to see a Flip with a built in lighting option. There are accessories you can purchase, but they are not very convenient. See one example here – http://goo.gl/FZ8ES. Good luck with that in your purse or pocket.

3. Speaking of my pockets. There is a finite amount of space in my pockets and it’s extremely valuable to me. I already have my smartphone, keys, wallet, change, and possibly some chap stick or a lighter. I have a hard time justifying squeezing a Flip in my pockets right next to a new Droid that takes HD 1080 video.

4. The screen on my smartphone is almost 4x times the size of the Flip screen, which makes videos in playback worth watching.

5. Smartphones are littered with hundreds of photography and video apps that are fancy and very easy to use. They are not only fun to play with, but actually offer some rad filters and treatments. Most also offer basic editing, which is really sweet for those who care about the quality of their media. Its surprising how easy it is to take a photo or video, enhance with an app, and fire it off via email or posted to a social network within seconds.

I’ve got a method now that tells me when to use of my Flip or phone.

If it’s something that is impromptu or candid, my phone is always within reach and is the best candidate. For the events that are planned and/or need a better quality sound and/or stable footage, I’ll use the Flip.

I’d love to hear from any of you that use both smartphone and Flip to record video. Is the Flip still useful or should it #FlipOff?

Behold… Our sponsor video for the 9th installment of Ignite Phoenix!

Being that the event was so close to Cupid’s favorite holiday, we felt it was appropriate to spread the love and show you what makes our hearts tick. After you give the video a looksie, feel free to share your thoughts in the comments section below… And make sure to tell the world what you love!