Category Archives: User Experience

New IDEO home page ugly and confusing

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The disclaimers to the short post are many: I love what IDEO does, I think they do great things.  I have VERY MUCH enjoyed the clarity of Tim Brown’s recent article in the Harvard Business review, an excert of that is:

“Design thinking is an approach that uses the designer’s sensibility and methods for problem solving to meet people’s needs in a technologically feasible and commercially viable way. In other words, design thinking is human-centered innovation.” —Tim Brown

WOW is all I can say to that. I have Bill Moggridge’s book, Designing Interactions, and it is reccomendable. Yes IDEO and the people who work there are awesome.

All that aside, I must protest to their new homepage.

IDEO just launched a new website. Here is a portion of the homepage here:

As you mouse over the text boxes it highlights certain of the other pages by taking away the pink.  If one should click on a text box it keeps those pages highlighted as well as bring up some other links you can click in those sections.  You may then click on any one of those highlighted pages or those links. You CANNOT click on those boxes themselves to go to that section.

I don’t understand why one would want to click on one of those teeny tiny pages.  With the exception of the one with the bikes it is totally unclear what those things are.

The whole look and feel of the site is radically different once inside the site creating more of a mismatch.  The whole thing is a confusing and not very usable, I sincerely hope that IDEO is using human-centered methods to test the website.  If it turns out that people love it, then more power to them, but I just can’t imagine that this is the case.
EDIT/UPDATE on 8-12-08:
I had someone comment that they loved the website (See trackback below) so I went back to the website with a fresh pair of eyes, and most notably a larger monitor.  The big plus is NOW I can see the navigation elements on the bottom, which helps make the site somewhat more friendly.  Even on the larger monitor (22″ widescreen) the lower navigation elements disappear on many pages throughout, giving rise the the disjointedness between homepage and the rest of the site.
I understand going for fresh, new, unique, but only time will tell if this will actually be appreciated. Leave feedback below.

A usability screen recording tip

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For those of you who don’t know, a formal usability test involves a person sitting down at a computer and doing predefined tasks on a website and the screen as well as the person being recorded.  We look at how fast it takes to do a task, where they did well, and where the website failed to help the person.  It is a huge eye opener for many. For an overview I recommend Steve Krug‘s fine book Don’t Make Me Think: A Common Sense Approach to Web Usability.

So I’ve been doing a major usability project for a client and happily using screenflow for recording my sessions on my MacBook Air.  I really prefer taking the testing to the person’s own environment or at least a neutral environment where they will feel less like a ginea pig and more like just a person using a website, albeit in a structured way.  Let me say that unless you are going to use Morae (which is highly recommendable especially for large scale testing where you want statistically relevant time to completion and failure rates on tasks, although windows only and fairly expensive) I would go with screenflow instead of camtasia. There is at least a couple reasons for this.  One is that recording is super simple, and even on me less-than-super-powered air it never hiccups, slows, or has any problems with recording the WHOLE screen as well as the webcam.  The real beauty of Screenflow though is when it comes time to watch or edit videos.  You can move around the two media sources (the screen and the camera), you can easily zoom in on part of the sceen if you want, make clicks visible and audible, blur parts of the window, change opacity and I’m sure more.  Some of this is possible in Camtasia, but it is really straight forward in screenflow.  The other thing I really like is using it on a mac laptop with built in isight.  It is VERY unobstrusive.  The participant is less likely to be self-conscious, even at the start when most people are without a visible camera pointing at them.  I understand you can even hook up another camera, though I have not attempted to do such.

OK now for the big tip, something I’ve learned which has helped, and would apply to any screen recording: Use a monitor that is larger with higher resolution when reviewing footage and editing video.  This makes it much easier to see al the fine textual details on the screen as well facial expressions that can be very small otherwise.  I do this quickly and easily by plugging in an external monitor, but you could conceivably put them on a share on the computer and open it through the network or copy it, though these are large files and that would be cumbersome and tiring.

I like to take notes as I watch, and taking notes on an open document one the smaller sceen is a nifty way to keep it all there, plus I type much faster than I can write by hand.

That is all for now, carry on.

Usability Challenge 2008 Solution

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It’s true, today is the Usability Challenge 2008.  I have chosen this page:

Higher Education Resources

This is part of an ongoing project I am working on with the Lumina Foundation for education.  This page is a new way of visualizing and finding a large amount of information.

Lumina has amassed a large amount of publications over the last several years that all are related to their mission which is helping people achieve their potential though education.  People who work in this area directly with youth and adults who want to go back to college are called college access professionals, and my hat is off to these hard working people.  Of course there are plenty of researchers who also work in this are, usually in education departments.  I have met many in both groups.  What all these people including Lumina’s staff members rely on is high quality resources like the ones that have been gathered, but how does one search through these?

Instead of search all of the resources have been tagged (with multiple tags for each item, usually including the year of publication).  These tags have been presented in a tag cloud, where larger text means more things with that tag.  The really new thing is that if you click on one item, it shows you how many things are in that tag, and you may keep on clicking on tags to narrow your results.  The total number is shown at the top on view results tab.  When you are ready you can click on that tab and see all the items.  It is a very cool way of browsing, and the reaction of people once they understand how to use it is very positive.  The problem here is that it is a new convention, with very few affordances.  There is a “view demo” but most users don’t see it, and many users often have the volume down on their computer even when the video comes up.

The solution I am proposing for this particular page is a short lightbox popup that shows the user to click on a tag, then a second and then click view results, showing it graphically, textually and then quickly fading to a point on the screen with a question mark on it.  Clicking on the question mark will replay it slower and have the option for sound as well as givign a link for an even lengthier explanation (which would be around the length of the current demo).

It will be important to use cookies so that once a user has successfully clicked on the view results tab the lightboxed pop-up will no longer show, and that the whole strategy be evaluated regularly to see if it can be improved and when people understand it well enough we can eliminate the lightbox, but keep a pulsing question mark or something like that.

I am also emailing the results of this to Lumina so that it can be implemented. Usability Challenge 2008 is in the can.

Why apple is selling more macs than ever

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It’s official.  Apple has sold more macs than ever before in their history, and is making an incredible amount of money doing so.  (But yes they are still evil)

Why?

I believe there are three reasons for this: Macs are beautiful, and there is no reason to choose anymore, and the total experience.

Beautiful

There is a portion of the population who will never care if the things they use or own are beautiful, but for the rest of us, we are tempted by macs, ipods, and now iphones.  I unwrapped my macbook air in front of my mother-in-law and she said “It’s beautiful…. can you say that about a computer?”  YES you can.  The way it looks when you actually use it is beautiful as well.  The backgrounds, the screensavers that ship with it are amazing to look at.  And of course since Apple sells both the hardware and the software there is a tight integration and optimization that happens, making the total package fit together seemlessly and work easily.

No Need to Choose

Yup, with whatever flavor of virtualization your prefer, VMWare, Paralells, or even bootcamp, you still get to have all your Windows apps, should you need or want to.  Of course there is MSOffice for the Mac, so really the only thing that people MUST have windows for these days is almost always a niche program, something their work requires, or something that is just indispensable.

Total Experience

From the amazing sense of place that Apple stores have, to the packaging of the equipment, to the thought that goes into details.  Of course they will charge you for it, both in the premium of the price (although arguable MacPro is dollar for dollar worth it in terms of processing power) and for the necessity of purchasing MobileMe to really enjoy the complete experiece.  Apple understands that the average purchaser of their products is using more than one computer, and has a handheld device or three.  We have an increasing amount of digital stuff that is highly valuable (not just emotionally, but financially as well).  The ability to get at your stuff anywhere, back it up, keep it safe etc will only become more important, and MobileMe is an attempt (no word yet on whether it is truly) to help us do just that.

While I have no idea if Apple has hired ethnographic researchers to help them produce some of these things or not, it is clear they have some understanding of what many of the privileged ones (me being among them of course) want and think we need.

Designing for experience vs experience design

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I recently got a nice little email from someone who said they liked the title of the blog.  I want to make sure and blog a few times a week, if not more, so I’m using that as my blogging fodder.

The title of the blog is designing for experience, and I often used to talk about being an experience designer, naively thinking that I could, in fact, design an experience and then a person would in fact have the experience I designed. Then the cognitive dissonance started to come… what about when you have an excellently crafted experience, like say Disney World, and people fail to have the experience that was designed.  I know my wife didn’t exactly love it.  What about the person who’s brother is in the hospital thousands of miles away, but yet they aren’t going home until tomorrow, will they have the same experience as the person without such worries?  What about the person who has never seen a disney movie and then arrives to the wonderful world of Disney?

The last example is unlikely in today’s world admittedly, but still the fundamental issue stands: as designers we cannot control someone’s felt experience.  The notion of experience involves both a person’s external surroundings as well as internal states of all kinds.  McCarthy & Wright talk about the “Threads of Experience” they are the aesthetic, the emotional, the spatio-temporal, and the compositional, and these are but the threads they chose to pick out and explain.  Felt, or lived experience is something that is ultimately constructed by the self.  I freely acknowledge that we socially construct many different aspects of our lives and even our self concepts, but in the end our experience is uniquely our own and dependent on our previous experiences.

All these thoughts ultimately gelled and came together while at CHI this year and was at the SIG on towards a shared definition of user experience.  Throughout the discussion this idea had been developing in my mind.  Yes it’s rather elementary after you lay it out, but before then I hadn’t known it. I finally understood why  Ian McClelland of Phillips Design calls himself an experience architect, not an experience designer.  I was speaking with him after the session and asked him exactly that question, and he looked at me as if I was a little daft. :) Of course that’s why his title is what it is, because he recognizes that the locus of control is not with him, but rather the person who has the experience.  We construct something that is then to be experienced by someone else (or by ourselves in a different role).

So as a designer I am here to say that while I strive to design for experiences that will inform, transform, delight, and even amuse people, I recognize that each individual will have their own experience with what is designed, and that experience is.  It is reminiscent of Kant’s categorical imperative, not treating other as merely a means to an end, but rather being a member of a kingdom of ends (to paraphrase it as I remember it).

In conclusion I design for experience, a holistic, iterative, people-centered approach where I recognize that ultimately each what people do with what is designed is up to them.  Different uses will emerge, and ultimately what I help co-create in this world is not mine, and never will be.