the secret life of usability
DESCRIPTION
Investigating emotion as it relates to our perception of usability. Given at the Internet Summit '11.TRANSCRIPT
NAMEPLACEDATE
THE SECRET LIFE OF USABILITY— !" —
! WAYS EMOTION AFFECTS OUR PERCEPTION OF USABILITY
HI! I’M
TODDI work as a Senior UX Designer at Viget—a web development and design agency.
@toddmoy
If usability engineers designed a nightclub it would be clean, quiet, brightly lit, with lots of places to sit down, plenty of bartenders, menus written in 18-point sans-serif, and easy-to-find bathrooms.
But nobody would be there. They would all be down the street at Coyote Ugly pouring beer on each other.
—Joel Spolsky
Usable software is like edible food. —Someone
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USABILITY
The extent to which a product can be used by specified users
to achieve specified goals with "##"$%&'"(")), "##&$&"($*, and )+%&)#+$%&,(
in a specified context of use.
good decisions
emotion + logic
We first respond emotionally.
Our emotions help us:
• focus • decide• perform
Our perception of usability is colored as a result.
We should anticipate and shape emotion in our designs.
⊣ THE SECRET LIFE OF USABILITY ⊢
! WAYS
PERSONALITYONBOARDING TREATS
ONBOARDING of
1913 Stravinsky’s Rite of Spring premieres
1913 Stravinsky’s Rite of Spring premieres
Who handles onboarding well? +(- .,/0
Twitter : being a wingman*
*pun not intended, but wholeheartedly endorsed
Pages for iPad : a toy in the sandbox
Usabilityis like anescalator.
What users know
What users need to know
What users know
What users need to know
What users know
()% *+,
As the gap increases, we feel: • less certain• more defensive• stripped of control
The gap is influenced by:
• vocabulary• complexity• predictability
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• design• functionality• passion paths
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• training• demos• wizards• seed content• measured change
of
PERSONALITY
Who focuses on personality? +(- .,/0
Hey, you want to hear the most annoying sound ever?
We respond to personality.
designersuser
It’s a conversation conducted through an interface
MESSAGE ATTITUDE DELIVERY
Conversation
MESSAGE ATTITUDE DELIVERY
Conversation
what do they need to know?
MESSAGE ATTITUDE DELIVERY
Conversation
what tone do we take?
what do they need to know?
MESSAGE ATTITUDE DELIVERY
Conversation
what tone do we take?
what do they need to know?
how do we communicate it?
NEEDS EMOTIONS
MESSAGE
ATTITUDE
DELIVERY
Personality Map
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').'$#*()-
NEEDS EMOTIONS
MESSAGE
ATTITUDE
DELIVERY
Personality Map
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Hey mom. Mom. Mom. Mooooooom. MOM!!
What’cha doing?
Here be dragons.
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TITLE
TREATS of
Who gives treats? +(- .,/0
23 Likesvs
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When we feel good, we ,'"12,,3 design faults.
Positive feedback makes us accommodating.
(negative feedback makes us dismissive.)
Delight can: • distort time• motivate• build trust
successes & rewards
errors & friction
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positive impression
negative impression
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successes & rewards
errors & friction
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reward
anticipation
timing
Attributes of delight
WHEREUPON WE
WRAP IT UP
I. Usability is based on perception
WHEREUPON WE
WRAP IT UP
I. Usability is based on perception
II. Perception is a4ected by emotion
WHEREUPON WE
WRAP IT UP
I. Usability is based on perception
II. Perception is a4ected by emotion
III. We should anticipate and shape emotion
WHEREUPON WE
WRAP IT UP
Thoughts or questions?
Thanks!Tweet me: @toddmoy
Learn more: http://tmoy.me/u4lCfU
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