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Aarron Walter, Designing For Emotion

>In July 2006, a storage failure struck Flickr, the popular photo sharing service. Though photos were safe and no data was lost, thousands of enthusiastic users were inconvenienced as their favorite...

In July 2006, a storage failure struck Flickr, the popular photo sharing service. Though photos were safe and no data was lost, thousands of enthusiastic users were inconvenienced as their favorite photo site took a temporary nap (roughly three hours). Tensions ran high as engineers worked to bring the site back online. Inquiries from concerned users poured in.
During the crisis, the Flickr team had a stroke of genius. Thinking like a veteran parent trying to keep an antsy kid occupied while waiting for food in a restaurant, they applied the art of redirection and ran a coloring contest. They posted a message that explained the outage, asked users to print the page, and do something creative with it to win a free, one-year Flickr Pro account. Rather than brooding over their missing photo library, users brainstormed ways to win the prize. Hundreds of entries were submitted—some of which were very clever. Though the site was down and many were inconvenienced, Flickr users remember the fun they had participating in the coloring contest, and for some, how great it was to win a free year of Pro service.

Aarron Walter, Designing For Emotion

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