don't make me wait! user perception of time & software speed

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Don’t Make Me Wait! User Perception of Time & Software Speed Chris Kiess, MLS, MS

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Slowness and long wait times in software and interfaces can negatively alter the user experience as well as lowering the overall impression of the product. This is exacerbated by advancing technologies and increased user expectations leading end-users to become more demanding. There are, however, methods that can be employed to significantly improve user experience altering users’ perceptions of wait times. This presentation will cover techniques in managing the perception of speed in human machine and computer interaction – specifically within web and application interfaces. The psychology behind waiting, managing time spent waiting from a UX perspective and practical applications to manage the perception of speed in software interfaces will also be discussed.

TRANSCRIPT

Page 1: Don't Make Me Wait! User Perception of Time & Software Speed

Don’t Make Me Wait! User Perception of Time & Software Speed

Chris Kiess, MLS, MS

Page 2: Don't Make Me Wait! User Perception of Time & Software Speed

ABOUT ME

chriskiess.net

@chris_kiess

Senior UX Designer, GN ReSound

Page 3: Don't Make Me Wait! User Perception of Time & Software Speed

RESOURCES

#hcitime

slideshare.net/ckiess/

chriskiess.net/timeresources

Page 4: Don't Make Me Wait! User Perception of Time & Software Speed

Science of Waiting

Humans &Computers

Techniques &Applications

1 2 3

Page 5: Don't Make Me Wait! User Perception of Time & Software Speed

Science of Waiting1

Page 6: Don't Make Me Wait! User Perception of Time & Software Speed

WAITTIMES

ELEVATOR

Page 7: Don't Make Me Wait! User Perception of Time & Software Speed

DOORCLOSE

BUTTON

Page 8: Don't Make Me Wait! User Perception of Time & Software Speed

ONMirror, mirror

the wall

Page 9: Don't Make Me Wait! User Perception of Time & Software Speed

For disappearing acts, it's hard to beat what happens to the eight hours

supposedly left after eight of sleep and eight of work.

~Doug Larson

Page 10: Don't Make Me Wait! User Perception of Time & Software Speed

Things are not always as they seem

Page 11: Don't Make Me Wait! User Perception of Time & Software Speed

3 Concepts in Time Perception

Make it appear faster

Make it faster

Make it tolerable

Page 12: Don't Make Me Wait! User Perception of Time & Software Speed

MAKE IT FASTER

Performance vs. Responsiveness

Benchmarks/Standards

Weber Ratio (JND)

Page 13: Don't Make Me Wait! User Perception of Time & Software Speed

MAKE IT APPEAR FASTER

Psychological Time

Perception vs. Reality

Pliancy

Page 14: Don't Make Me Wait! User Perception of Time & Software Speed

More than meets the eye

Page 15: Don't Make Me Wait! User Perception of Time & Software Speed

TOLERANCE

Inaccurate / Subjective

Vierordt’s Law

Relative

Page 16: Don't Make Me Wait! User Perception of Time & Software Speed

PERCEPTIONService =

Minus Expectation

Page 17: Don't Make Me Wait! User Perception of Time & Software Speed

PLAYIt’s Hard too

Catch-up Ball

Page 18: Don't Make Me Wait! User Perception of Time & Software Speed

TOLERANCE THRESHOLDS

.5 – 1.0 sec. = Immediate

.1 - .2 sec. = Instantaneous

10 -12 sec. = Attention (single task)

2 – 5 sec. = Continuous

Page 19: Don't Make Me Wait! User Perception of Time & Software Speed

Humans & Computers2

Page 20: Don't Make Me Wait! User Perception of Time & Software Speed

HCI is Communication

Page 21: Don't Make Me Wait! User Perception of Time & Software Speed

WHAT IF HCI MIMICKED OUR OWN INTERACTIONS?

Page 22: Don't Make Me Wait! User Perception of Time & Software Speed

THEY WOULD

How long it will take

Tell us input is received

Manage tasks in background

Page 23: Don't Make Me Wait! User Perception of Time & Software Speed

THEY WOULD ALSO

Anticipate common pathways

Free us for other tasks

Simply respond and reassure

Page 24: Don't Make Me Wait! User Perception of Time & Software Speed

OUR RELATIONSHIPS

Page 25: Don't Make Me Wait! User Perception of Time & Software Speed

12 Techniques & Applications3

Page 26: Don't Make Me Wait! User Perception of Time & Software Speed

1. Create User Flow

Page 27: Don't Make Me Wait! User Perception of Time & Software Speed

UserControl

ChallengeUsers

Goals &Feedback

1 2 3

USER FLOW

Page 28: Don't Make Me Wait! User Perception of Time & Software Speed

Challenge Skills Match

Vary Skill Levels

Beginner vs. Expert

Software Modes / Preferences

Page 29: Don't Make Me Wait! User Perception of Time & Software Speed

GIVE USERS SENSE OF CONTROL

Forgiveness

Provide Options

Undo, Escape Hatches, Back Buttons

Page 30: Don't Make Me Wait! User Perception of Time & Software Speed

“the flow experience is typically described as involving a sense of control – or more precisely as lacking the sense of worry

about losing control.” ~ Mihaly Csikszentmihalyi

Page 31: Don't Make Me Wait! User Perception of Time & Software Speed

Minimize Interruptions

Page 32: Don't Make Me Wait! User Perception of Time & Software Speed

AVOID ANXIETY

Page 33: Don't Make Me Wait! User Perception of Time & Software Speed

AVOID UNCERTAINTY

Page 34: Don't Make Me Wait! User Perception of Time & Software Speed

GOALS & FEEDBACK

Precise Language

Prompt Feedback

Trim Information & Descriptive Buttons

Page 35: Don't Make Me Wait! User Perception of Time & Software Speed

Hick-Hyman Law

Page 36: Don't Make Me Wait! User Perception of Time & Software Speed

2. Use Time Anchors

Page 37: Don't Make Me Wait! User Perception of Time & Software Speed

Time Anchor Matrix

1 2 3

5 10 15

10 20 30

Page 38: Don't Make Me Wait! User Perception of Time & Software Speed

USING TIME ANCHORS

“Installation will be between 3 and 5 minutes”

“The download will take about 30 seconds”

“Time remaining: 10 minutes”

Page 39: Don't Make Me Wait! User Perception of Time & Software Speed

TIME ANCHOR USE

Ranges prevent users from holding us to exact numbers

Never skip over a number when representing ranges

Use anchors for countdown units in timers

Page 40: Don't Make Me Wait! User Perception of Time & Software Speed

3. PROGRESS INDICATORS

Page 41: Don't Make Me Wait! User Perception of Time & Software Speed

PROGRESS INDICATOR - GENERAL GUIDELINES

0-2 Seconds - No Indication Needed 2-5 Seconds - Busy Animation

5-X Seconds - Progress Indication Needed 10+ Seconds - Cancel Button

Page 42: Don't Make Me Wait! User Perception of Time & Software Speed

PROGRESS INDICATOR DESIGN

Avoid Time Elapsed

Time vs. Work Units

Never Increase Time Unit Increments

Page 43: Don't Make Me Wait! User Perception of Time & Software Speed

NO SPECIFICITY

Page 44: Don't Make Me Wait! User Perception of Time & Software Speed

BE SPECIFIC

Never start at zero

How long will it take?

Use time anchors

Page 45: Don't Make Me Wait! User Perception of Time & Software Speed

DESCENDING DURATIONS&

NONLINEAR PROGRESS BARS

Page 46: Don't Make Me Wait! User Perception of Time & Software Speed

FINAL COUNTDOWN

Page 47: Don't Make Me Wait! User Perception of Time & Software Speed

4. PREEMPTIVE START

Page 48: Don't Make Me Wait! User Perception of Time & Software Speed

No clear start or end time – less ability to estimate

duration

Page 49: Don't Make Me Wait! User Perception of Time & Software Speed

5. EARLY COMPLETION &INVISIBLE DECONSTRUCTION

Finish details & deconstruct in background

Ends process early

Page 50: Don't Make Me Wait! User Perception of Time & Software Speed

6. CONTINUOUS DURATIONS

Avoid segmentation of processes

Get input upfront & automate process

Fire & Forget!

Page 51: Don't Make Me Wait! User Perception of Time & Software Speed

Doctor’sSegmentation at the

Office

Page 52: Don't Make Me Wait! User Perception of Time & Software Speed

USERHolding the

Captive

Page 53: Don't Make Me Wait! User Perception of Time & Software Speed

7. MEANINGFUL DIVERSION

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DISNEYThe

Fast Pass

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BAGGAGE CLAIM

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8. WORTH THE WAIT

Page 57: Don't Make Me Wait! User Perception of Time & Software Speed

WOULD WAIT AGAIN

Page 58: Don't Make Me Wait! User Perception of Time & Software Speed

THEY WILL WAIT AGAIN

Page 59: Don't Make Me Wait! User Perception of Time & Software Speed

9. UNDERSCORE VALUE

Page 60: Don't Make Me Wait! User Perception of Time & Software Speed

10. SET EXPECTATIONS & EXCEED THEM

Page 61: Don't Make Me Wait! User Perception of Time & Software Speed

11. OFFER CONTEXTUALIZED FEEDBACK

Your system does not meet the minimum

requirements

Page 62: Don't Make Me Wait! User Perception of Time & Software Speed

TIME PERCEPTION12. INCLUDE

IN DESIGN & TESTING PROCESS

Page 63: Don't Make Me Wait! User Perception of Time & Software Speed

METHODS

TESTING

ROOT CAUSE

EXPERT REVIEW

Page 64: Don't Make Me Wait! User Perception of Time & Software Speed

SUMMARY

MODEL REAL WORLD

TIME = SUBECTIVE

INTEGRATE INTO DESIGN

Page 65: Don't Make Me Wait! User Perception of Time & Software Speed

“When a man sits with a pretty girl for an hour, it seems like a minute. But let him sit on a hot

stove for a minute – and it's longer than any hour. That's

relativity.”

~Albert Einstein

Page 66: Don't Make Me Wait! User Perception of Time & Software Speed

QUESTIONS