Spent an evening with the Perch team at Lynn Canyon.

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Shot outside the Waterfront Station.

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The response to yesterday’s post about my experience purchasing Photoshop CS6 has been incredible. It has handily become the most popular post on this site by far. Thank you to everyone who has linked to it, and to those who commented through email or Twitter.

A few people have said that this whole situation is my fault, because I didn’t understand that Adobe Creative Cloud doesn’t use serial numbers.

Tim Dawson:

As many times as i’ve griped about Adobe in the past, i’m going to say they’ve done a stellar job on CS6 this time around - the experience detailed in this post is simply from the misunderstanding that the ‘creative cloud’ membership requires a serial number (as per previous releases) however simply logging in with your purchasing adobe id in the application will make it ‘just work’.

I spoke to four Adobe customer service reps through this experience, and not one brought this to my attention.

This was my experience purchasing the product:

1. Upon opening Photoshop CS6 to get to work, I was presented with a screen that indicated I could no longer use the beta software, and promoted the subscription plan.
2. I clicked through and purchased the subscription plan.
3. I went back to the open app on my computer, clicked “License This Software,” and saw a form asking for a serial code.

No where did I see anything about logging in with my Adobe account.

What I apparently misunderstood was that rather than simply register the version of Photoshop CS6 I’d been using for the past month, I had to download the software again, this time from my “recent purchases” list on Adobe.com.

To be fair, one Adobe rep did instruct me to re-download the software. However, it was not explained to me why I had to do so. Had I not been on a crappy airport wifi connection, I may have gone ahead and discovered the solution on my own. Unfortunately, the Adobe rep didn’t bother to take the time to explain this.

In my opinion, the ultimate problem is Adobe’s inability to communicate clearly. As I pointed out yesterday, Panic’s payment and setup process is crystal clear. And they’re not the only ones. I can go to the Mac App Store, hit two buttons, and download and install apps that are ready to go as soon as I launch them from Launchpad.

As a user experience designer, I am concerned with the user’s experience from the moment they discover my app through the purchasing process and on to the actual interaction with the app. It all affects a user’s perception of the product they are using.

As leaders in the creative industry, Adobe would do well to stop, reevaluate their processes, and put small teams with big talent and lots of authority in place to make the types of changes that will positively impact not only the user experience, but ultimately their business.

※ Permalink for “No Serial Number Needed” published on date_to_rfc822

It was Friday morning. I was sitting at gate 74 at SFO, hoping to get some client work wrapped up before my flight. I’ve been using the CS6 beta of Photoshop for the past month, so I was familiar with the call to action box that appeared each time it loaded. Only this time, I could no longer “Continue Trial.” The beta was up.

No worry. I knew this would eventually happen, and was actually quite happy to finally purchase this latest update. I logged into my account at Adobe.com, and was presented with two options:

1. Purchase the software outright.
2. Purchase a subscription to Adobe’s “Creative Cloud,” which would cost a mere $19.99 per month.

I decided to give the Creative Cloud option a try. I figured Photoshop is updated roughly every two years or so, so I would be saving a couple hundred dollars on what amounted to a leasing program.

I plugged in my information (twice, as the Adobe payment form would not process in Safari), and eagerly anticipated receiving my serial number.

An email confirming my order and another welcoming me to the Photoshop Subscription program later, still no serial number.

I spent some time looking through Adobe’s help section for what to do next, but came up short. So, I initiated a chat with one of their support team members.

And then, the nightmare began.

I asked the support person when I should expect my serial number. Expecting an answer somewhere in the neighbourhood of 5-10 minutes, you can imagine my surprise when I was told “in the next 24–48 hours.”

24–48 hours.

I’m no expert at payment processing, but I’ve bought a thing or two on the Internet. Some of these things have been software applications, and some of those have been from indie development shops run by a single developer. Each of these experiences has been flawless, allowing me to use the software within minutes, if not less.

And yet Adobe, a massive company with thousands of employees, can’t process an order sooner than 24 hours?

I pressed the support agent to get my order processed sooner. Without the serial number, I couldn’t work. The agent informed me he had escalated my request, and I should expect a response within “24–48 hours.”

24–48 hours.

I realized then that no matter what I did, I wouldn’t have my software until at least Saturday.

Fast forward to Sunday afternoon.

I’m back on the support chat with another Adobe support team member. By this time, the 48-hour window had passed for both the processing of my order and for the escalation of my support request. Neither had been fulfilled.

After 30 minutes of going back and forth with this support person, I finally gave up and asked him to refund my subscription. Now, 30 minutes after that request, I’m still debating whether to purchase Photoshop CS6 or not.

Thing is, I was really excited to upgrade from CS4 to CS6. The updated user interface was a welcome change. Several of the new features around group styles, pixel-fitting shapes, and layer searching were godsends.

But I’m not sure I want to financially support a company who so clearly has their heads up their Photoshopped asses.

Contrast this with another experience with another company: Panic. This past week, Panic announced the release of Coda 2, the update to their wonderful web development application. A user of Coda since 1.5, I was eager to experience some of the great new features 2.0 promised.

I loaded up the payment processing page (again, in Safari), typed in my billing information, hit “Process My Order,” and within seconds, a serial number for the update was in my inbox.

In fact, with the click of a button in my browser, the app launched with the serial number already in place, allowing me to simply hit “Ok” and find myself immersed in the beauty of Coda 2.

How is it that a small, independent Mac development shop can make this experience so incredibly pleasing, while Adobe—a company with over 9,000 employees and 30 years of experience—can’t process an order quicker than 24 hours?

Wait… Photoshop CS4 just crashed. I think I’ve got my answer.

Oh, and don’t get me started on the United Airlines flight I missed the night before…

※ Permalink for “Buying Adobe Photoshop CS6” published on date_to_rfc822

It hurt, that day the news came. I knew it was coming, given previous conversations we’d had. But, I still felt a pit in my stomach when I read the words.

“As of tomorrow, Fusion will be run by BuySellAds.”

My friends Michael and Chris started Fusion Ads as a way for lesser-known bloggers like myself to make just a little extra cash for the work we were doing on our respective sites. Before I was even invited to the network, Chris offered me the position of “resident designer,” which allowed me to produce nearly a hundred ads for awesome companies—some of whom hired me again for even bigger projects.

When I was finally invited to the network, I was honoured. Many others in the network were personal heroes. I read nearly every blog on the roster, and sites I had not yet read were quickly added to the rotation.

Over the past two years I have developed real, lasting relationships with some of the other guys on Fusion. While a few of the bigger guys still likely have no idea who I am, I really value the relationships I have found.

And so, it hurts to say that, effective today, I am leaving the Fusion Ad network. It hurts because, from the beginning through to the sale, I truly believed in the mission of the network: pairing great content with awesome products in a way that respected the readers’ time and attention. Unfortunately, I don’t see that same mission carrying beyond the sale.

I hold nothing against the guys running Fusion now. They’re in a tough business, and need to produce page views and sell those page views and then produce and sell some more. So, I get why they need to take money from companies or sign on publishers I don’t think represent the initial vision.

I just don’t like it.

So, to my friends still on the network, I wish you all the best. To those on the network I’ve yet to meet, I hope my leaving doesn’t mean we can’t one day be friends. And to everyone who worked on Fusion—Michael, Chris B, Shawn, Chris T, Cameron, Todd, and Matthew—thank you. It’s been a hell of a ride.

And now, how to pay for this damn hosting.

※ Permalink for “Goodbye, Fusion” published on date_to_rfc822

It started with an email from a woman named Diana. It was December, 2010. I had just crossed the 6-month mark as a full time freelancer, and was being presented with a job opportunity at a little company in Palo Alto, California.

A little company called Aol.

After several phone interviews, I was asked to fly down to the Golden State for further discussion about the teams that were looking for fresh design talent. One of those teams—the mobile division—was headed up by a fellow Canadian by the name of David Robinson. David and I hit it off right away, and by the end of the trip things were looking like I’d be joining his team as a mobile user interface designer.

If only I’d gone to school.

You see, the immigration office of the United States of America has tightened up the rules for those coming into their country to work. Even with a job offer in hand, I wouldn’t be able to get into the US without a post-secondary degree. As a bible college drop-out, I simply don’t qualify.

I was bummed, mostly because I was excited to work with David and his team on some pretty awesome projects, including what would become their rather impressive iPad app, Editions.

Back in Ontario, my freelance career continued to grow and develop. I was working with awesome clients on awesome projects. At the beginning of the year, I found myself in California for a few weeks working with Ongo. California was awesome. The West Coast was awesome. And I wanted to see more.

So, I made my way to Vancouver, BC.

The city was beautiful. The weather was much nicer than what we were experiencing in Ontario and the people seemed very friendly. I really enjoyed my time there, relaxing and taking in the scenery.

And then, I got a Twitter message from David Robinson.

Turns out, David’s brother Danny was based in Vancouver and was working on a new start up business and I should meet up with him because we’d really hit it off and there might be an opportunity to work with Danny and his team.

He was right.

Danny and I grabbed coffee and talked for an hour or two about design, apps, user experience, the city of Vancouver, and more. The projects he was working on all sounded really intriguing, and he felt strongly that there was a place for my input and expertise.

I started doing a bit of freelance work with the team. They were really happy with what I was doing, and wanted to have me work from their office in Vancouver.

So, that’s where I’m going.

In less than four days I will be flying across this great nation of ours to a city I never dreamed I’d move to. I’m excited, anxious, and a bit nervous about shipping all of my guitars.

It’s been nearly two years working by myself. It’s been awesome, but I’ve definitely missed working closely with a team. I will be working full time with Danny and his team, as well as maintaining my freelance work on the side.

I can’t wait to share what we’ll be working on on the left coast. But first, I’ve got a plane to catch.

※ Permalink for “Vancouver” published on date_to_rfc822

It struck me as I watched Ben Gibbard sing. He wasn’t struggling one bit to get his words out. Every note was flawless, every inflection perfect.

Yes, Ben Gibbard has an incredible voice, but in a very different way than an Aretha Franklin or Freddie Mercury. Ben has his own range. It’s not very big, but he owns it.

Not long ago, I was trying so hard to sing like Ben Gibbard. Just as I had once tried so hard to sing like Dave Grohl, as I had tried so hard to sing like James Hetfield, as I had tried so hard to sing like Billie Joe Armstrong.

But they weren’t in my range.

But I pushed it. I wanted to belt the high notes in Iris. I wanted to scream the emotion in Monkey Wrench.

But they weren’t in my range.

Finally, now having seen a master of his craft stick to his range, I realize I’ve been wasting too much time out of my own.

Your most reliable work will always be within your range. Go just a bit outside of that to show your passion and stretch yourself. But go too far beyond that and you’ll be so strained that ultimately the work will suffer.

※ Permalink for “Range” published on date_to_rfc822

I became a fan of Rdio some time ago. I liked that I could easily see what my friends were listening to, and could listen to an album on-the-go without having to download it to my iPhone.

I started using Rdio in a site-specific browser. I had created an icon in the same vein as the Grooveshark icon I was using. Shortly after designing the icon, I decided to uninstall flash, rendering my Rdio browser useless. The icon I designed was never released.

When Rdio came out with a new Mac app that didn’t require Flash, I was really excited to for it to become a staple in my dock. What I wasn’t prepared for was the rather boring icon.

So, I dusted off the old icon I had made for the site-specific browser, and replaced that boring old square. I’ve had it there a few weeks now, and have been really happy with it. Then today I thought, maybe others might like the same thing?

So, here it is, available for you to download. I hope you enjoy!

※ Permalink for “Rdio Replacement Icon” published on date_to_rfc822

I have been very happy with my 15” MacBook Pro. I bought it in the summer of 2009 with hopes it would last me 4–5 years. This seemed even more likely once I upgraded my boot drive to an SSD.

All was looking good, until earlier this month when I made a big mistake while trying to replace a cooling fan. I called Apple and an Apple repair specialist about fixing the connector I broke, but neither were willing to help. The only solution given was to replace the logic board, which cost just a bit less than a new Macbook Air.

I have a temporary solution in place for the moment, but this unfortunate event has caused me to begin thinking about a new computer. The only problem: I have no idea what to get.

Tried and True

I could, of course, just buy a new 15” MacBook Pro. However, there are two problems with this solution:

1. There have been reports of the latest MacBook Pros having serious heating and fan-noise issues. Considering this whole problem started with a fan issue, I’d really like to avert this situation altogether.
2. There have been reports that the next 15” MacBook Pro will match the slimmer design of the MacBook Air. Assuming a similar 33% decrease in weight between the 13” Air and Pro, an Air-styled 15” Macbook Pro would be a welcome respite to my aching shoulders.

When it comes to forecasting when new Macs are coming, I trust the judgement of Marco Arment. His logic is sound: the next MacBooks to come out will likely sport the new Ivy Bridge processor from Intel, which is scheduled for release in late April. I’m not sure how long Apple needs once the processors are released to work them into the MacBook lineup, but let’s assume a couple of months.

It doesn’t make much sense to the geek in me to purchase a computer that may soon be upgraded. And, if we assume the 15” MacBook Pro never gets the Air treatment, I’m not sure I want another bulky, hard to carry notebook.

If, in a couple of months, Apple releases an Air-ified 15” MacBook Pro. Great. I’m in line on day one. But, if they don’t get the Air treatment, what do I do?

The Mighty Air?

I’ve heard from several friends who have MacBook Airs that they have been blown away by their performance. For most of these people, buying an Air was their first experience with an SSD. As we know, moving from an HDD to an SSD is a significant speed upgrade.

I, on the other hand, already have an SSD boot drive. Since the upgrade to an SSD last year, I’ve had the benefit of a great CPU, a fantastic GPU, lots of RAM, and the wonder of an SSD boot drive. So, in my case, buying a 13” MacBook Air would actually be a downgrade.

iMac?

I’ve often thought about getting a top-of-the-line iMac. You can get a specced-out iMac for less than a specced-out 15” MacBook Pro, and you get a whole lot more power, memory, and hard drive space with the iMac. Of course, the major downside to the iMac is lack of mobility.

A quick solution to the mobility problem is to buy a specced-out iMac for work, and maybe an 11 or 13” Macbook Air for mobile use. The cost of this option, unfortunately, is significantly higher than simply purchasing a single computer.

What To Do?

So, I’m at a crossroads. I don’t need to make a decision immediately, and I want to see what Apple has in store over the next few months. But, if they don’t release a MacBook Pro with better performance and design than my current setup, I’m really not sure what I’m going to do.

Of course, if anyone at Apple is reading this and cares to ease my worried heart, I encourage you to do so.

Addendum: Travel

I forgot to mention one major factor that I need to consider for this decision: mobility. I travel a lot. I travel to different cities for weeks at a time. I need to be able to work when I travel, so an iMac+iPad solution isn’t enough for me. With this in mind, it’s possible even a specced-out iMac and lower-end 11” MacBook Air isn’t enough for me.

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I’m really, really going to miss her.

※ Permalink for “Samantha Dryburgh, 1998–2012” published on date_to_rfc822