Tag Archive for 'usability'

A wave of the hand

Published
by
Nathan Zeldes
on January 10, 2010
in Bad design and Good design
. 0 Comments

We all know the paper towel dispensers that you crank to get the required length out. The more sophisticated ones dispense with the crank action and use an electric motor actuated by a proximity detector: wave your hand in the air in front of the machine and out comes the preset length of paper with a satisfying whirring sound. Hygienic, neat, and foolproof.

Two paper towel dispensers

But even with this foolproof concept there are different designs. The device at the left in the photo tells you to wave your hand to the right of the paper outlet slot. The one at the right has the sensor centered above the slot’s middle. Why does this matter? because the average person will reach out for where the paper is expected; with the second unit this will trigger the sensor, whereas with the first, it will not. Then you have to start groping and try to figure it out, and maybe notice the frantic effort the vendor made to guide you: the picture of a hand titled “sensor”, the big blue arrow pointing to it, and the text captions that try to make it all clear.

Towel Dispenser markup

All nice and good, but a towel dispenser is not a literary work, and should not rely on texts and explanations. Had they put the sensor in the middle all this would’ve been unnecessary…

Sygnet handsfree design flaws, part 2: Control overloading

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Nathan Zeldes
on February 17, 2009
in Bad design and Improvement
. 0 Comments

Sygnet Handsfree with stickersBack to my Sygnet Bluetooth Handsfree Carkit model BTS600. We saw its problem with cloaking the controls and indicator lamps… but on top of that, the people at Sygnet played a trick that is becoming very common in this digital era: they overloaded the controls and the lamps.

I use Overloaded in the Object Oriented Programming sense: the use of one operator or function name to perform several different functions depending on context.

The Sygnet device has three operating buttons and more than a dozen actions; so each button can do many different things. For example, the “-” button rejects a call if pressed for 3 seconds while the phone is ringing; it initiates voice recognition dialing if pressed for 3 seconds when the phone isn’t ringing; it cancels the voice recognition if pressed until a beep is heard; it cancels bluetooth device recognition if pressed for 6 seconds; it reduces audio volume; it mutes/unmutes a call when pressed concurrently with the “+” button; and it starts a conference call if pressed for 3 seconds while one call is active and another waiting. The other buttons likewise do a great many things; it’s so complicated that I carry the instructions in the glove compartment at all times! Needless to say, the captions on the device merely identify the buttons, not their functions.

The two indicator lamps, meanwhile, are similarly overused: The blue lamp blinks 3 times every 2 seconds to indicate an active Bluetooth link; it blinks rapidly together with the red lamp when the device recognizes the cellphone; it blinks every 2 seconds when bluetooth is inactive; it stays lit with the red lamp during charging, and without it when charging is completed. So now you need a stopwatch to figure out what it means…

To illustrate how excellent this human engineering is, consider its application in a ballistic missile situation: “Hey, Joe, does two blue blinks followed by a long beep mean a 3 second push on button D launches the missiles unless you first tap on button A, or does it mean the Mr. Coffee needs maintenance?”

So, what can we do about this? Well, by now you know my style. At least I could make the cloaked buttons eminently visible…

Sygnet Handsfree with stickers

Sygnet handsfree design flaws, part 1: Control cloaking

Published
by
Nathan Zeldes
on February 14, 2009
in Bad design
. 1 Comment

Sygnet Bluetooth HandsfreeWhen I got my Nokia E71 smartphone, I also bought a hands-free device for it: the Sygnet Bluetooth Handsfree Carkit model BTS600. This actually works quite well – it wirelessly identifies the phone on my belt when I get in the car, and until I leave the car all calls are routed to this device. Throw in voice recognition based dialing, and it’s convenient indeed.

Still, the controls of this elegant space age device – it really looks like a miniature flying saucer, doesn’t it? – embody some basic human engineering errors, ones that are all too common in other products; we can call them control cloaking and control overloading.

By control cloaking I mean making controls that are all but invisible and indistinguishable from each other. The BTS600 has only four controls: a power switch, and the three marked with +, – and a handset symbol. The user needs to identify the last three rapidly, at a glance, while driving a motor vehicle. So what would you do to make this easy?

I know what I would do: I would design large, obvious buttons, each differing markedly from the others in color (for daytime use) and in shape (for night time driving). Something like the three skyscrapers in the Azrieli Center in Tel Aviv – one round, one triangular and one square, and all impossible to miss…

Not so the good engineers at Sygnet. They made the three buttons flat, and blended them into the device’s surface so elegantly that you can barely make them out – with tiny labels that are hard to read even when parked. And the device’s perfect circular symmetry makes it impossible to locate the buttons by their positions relative to its edges.

Sygnet Handsfree controls

And then there’s the matter of indicator lights. The device has two lamps: blue and red. You’d expect these to be visible from all angles; which would be the case if they protruded outside the casing. But instead they are sunk deep inside, under the clear plastic ring around the speaker grille. Again, very elegant – but quite invisible unless you look straight in.

Don’t miss the control overloading post coming up next!

Multi-device remote controls

Published
by
Nathan Zeldes
on December 15, 2008
in Bad design and Good design
. 2 Comments

Used to be, a TV set had a remote control (used to be, farther back, it didn’t; but that’s prehistory). These days, however, everything has a remote control; indeed, I can’t wait for someone to create a tiny remote control for the larger remote control itself! :-)

Three Remote Control unitsThe proliferation of these gadgets has created a real problem, and home electronics makers are responding by creating R/C units that can control more than one item; most typically, a TV set and the DVD, PVR or VCR feeding it.

Which is all very well, but how do you make one control work on many devices without confusing the user? There are different ways, and they vary in their usability a great deal. Let me illustrate with three units from my home: the remotes for (left to right) our LG recording DVD, our old Sony VCR, and the HOT cable company’s PVR. The first two can also control our Sony TV; the red one controls the cable box, the TV and a DVD or VCR. And each goes about the choice of function in a different manner, seen in the close-up photo.

Remote Control close ups

The R/C on the left simply has a section at the right dedicated to controlling the TV, with its own On/Off switch and channel and volume controls. This results in some redundancy with the controls of the DVD (which also has power and channel controls) but it completely eliminates any possibility of confusion.

The VCR controller in the middle incorporates a disappearing species – a mechanical slide switch at the top that determines what device is being controlled. The buttons on this unit change their role depending on the position of the switch, and have color coded dots to indicate whether they apply to the TV. Having to slide the switch is a bit more of a hassle than with the black R/C but at least you get definite visual feedback of which position you’re in.

The red unit works like this: you have to press the button (in the second row) corresponding to the device you wish to control; then, until you press another of these buttons, the unit controls that device. This is for sure the cheapest to produce; it’s all in the electronics. The price you pay is that there is no visual feedback at all; if you forget what you pressed, you will find yourself changing channel or cycling the power on the wrong equipment. There is also no labeling of which buttons work with which device.

All of these units do their job, but to my mind their user friendliness goes down from left to right. Not surprisingly, so does the cost to produce them…

World Usability Day 2008

Published
by
Nathan Zeldes
on November 13, 2008
in Odds and Ends
. 1 Comment

Today, Nov. 13, is World Usability Day, sponsored by the Usability Professionals’ Association.

World Usability Day

This has been running since 2005; each year, on the second Thursday of November, over 225 events are organized in over 40 countries around the world to raise awareness for the general public, and train professionals in the tools and issues central to good usability research, development and practice.

This year the theme is Transportation, with various practitioners and organizations addressing the impact of transport methods and practices on people and on the environment we live in. And while browsing some of this, I found this interesting research report from the UX Alliance on Parking Meters around the world, with a focus on their ease (or not) of operation. Turns out that “… no two parking meters … are completely the same and that the complexity of operating the parking meters varies considerably. There is a world of difference between the auto-detecting parking meter in Tokyo and the complex and error-prone parking ticket dispenser in Amsterdam.” The report, with numerous photos,  is quite interesting and insightful about proper design (or otherwise) – recommended reading!

Snagit 9 vs. FastStone 6: Simpler is better!

Published
by
Nathan Zeldes
on October 13, 2008
in Bad design, Design principles, Good design and Uncategorized
. 2 Comments
I needed a screen grabber, and based on recommendations from a friend downloaded the trial version of Snagit 9. I was impressed and disappointed.Impressed, because this is one potent package. It can do everything you may ever want to do about image grabbing. I particularly liked the “Scrolling window” option, for capturing a web page longer than one screenful. BUT… this program has an extremely complex and ornate user interface, giving you access to countless possibilities; and these are presented in the most colorful UI I’ve seen since my kids graduated from Fisher-Price. Take a look :

Snagit 9 User Interface

Compare this to Photoshop: powerful and feature rich, but its UI is simple, with minimalist icons in monochrome…

FastStone user interfaceI found this so distracting that I went and downloaded another shareware product, FastStone Capture (Ver. 6). Check the utterly simple UI to the right:

Note that 99% of the time, these few icons (including “Scrolling window”) cover all you need; the rest is accessible but unobtrusive in a drop down menu at the right, where it can’t distract you. Click a button on this tiny floating toolbar and the capture begins. The same icons exist in the Snagit window, but actually, once you click one there you then need to click the big red round button – which may make you feel powerful, but is a redundant action. Of course it’s a single extra click, but it’s also double the number of clicks required  in FastStone.

Interestingly, the development team at Snagit have a blog where they share their thoughts (commendable!) and there I read that “… we felt that the interface shouldn’t be competing for attention, but should fade away and allow people to focus on their content”. Sorry… good thought, but I can’t endorse the execution on it. Nothing about the baroque UI they built brings the word “Fade” to mind. Just compare it to the tiny toolbar of the FastStone tool.

Simpler is better, nowhere more so than in tools you use daily.

Something is wrong with our Notebook LCD screens, part 3

Published
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Nathan Zeldes
on September 22, 2008
in Bad design
. 0 Comments

And now, following Parts 1 and 2, here is the last installment…

These days, more and more Notebooks come with displays branded by the makers as VibrantView, or CrystaslBrite, or OptiClear… exciting names indeed. What they all refers to is glossy LCD screens, which would be much better described as GlareMirror, or UglyReflector, or maybe just RazzleDazzle…

Glossy screen on a Notebook computer

Photo source: Marco Wessel, under Creative Commons license.

The underlying idea is to remove the matte anti-glare layer on the older screens, a change which results in better definition and more vibrant colors, plus better outdoors visibility. All commendable attributes, except that the price you pay is a mirror-like surface that reflects windows, light fixtures and other bright objects, a problem that motivated the original matte layer to begin with. Solutions? Work in a totally dark room, or try to yank the screen around until you find a reflection-free angle. Note that the last works for a single viewer – these screens are most annoying when someone shows you something on their screen: maybe they found the glare-free position, but you, looking from the side or over their shoulder, will get the full blast of annoying reflections.

Now if the matte screens were bad – if their colors really sucked, or their focus was totally fuzzy, I can see the possible value of a trade-off; but TFT LCD’s have reached maturity years ago, and are a delight to use. So what got into the vendors’ heads, to throw in the glossy finish – not as a  rare option, but as a mainstream technology?

Something is wrong with our Notebook LCD screens, part 2

Published
by
Nathan Zeldes
on September 15, 2008
in Bad design
. 2 Comments

We discussed the recent trend that is eliminating the optimal resolution in notebook computer screens. Another undesirable trend is the move to widescreen displays. These days it is almost impossible to buy a notebook PC with the traditional 4:3 screen form factor; all new models boast a “wide” screen with a 16:10 form factor such as WXGA (1280×800) and WSXGA (1680×1050). In fact Lenovo, makers of the Thinkpad I use, have just proudly declared that they’re dropping all 4:3 screens in their new line of notebooks.

And what are they proud of? What’s so cool about giving us less effective screens?

Xerox Alto system16:10 is a perfect choice if you want to watch movies, which come increasingly in wide formats. However, business notebooks are not intended primarily for this enjoyable purpose. They are meant to do business on, primarily word processing, email, presentations, and the like. And for this purpose, widescreen is totally inadequate. Documents are invariably taller than they are wide, like the paper pages they emulate; even presentation slides have a 4:3 aspect ratio. That’s why the venerable Xerox Alto (at right), sporting the granddaddy of all of today’s Personal Computer interfaces, had a “portrait” form factor screen: because you could process a whole page at once.

Now ideally, a wide screen might accommodate two pages side by side; and that works fine with a large external monitor. But Notebook screens are kept small for portability, and there is no way you can comfortably read two pages on a 14″ or even a 15″ screen. So you have to use the screen for one page, and since these screens are shorter (top to bottom) for a given diagonal size than the 4:3 type, you end up seeing less lines on a document at a given page width. You get more area at the edges of the screen, which you don’t need, and less height, which you do.

Like I already said, something is very wrong…

Something is wrong with our Notebook LCD screens, part 1

Published
by
Nathan Zeldes
on September 12, 2008
in Bad design
. 2 Comments

Something very odd is happening to the LCD screens on the Notebook computers that play such a major role in our existence.
386 notebook with monochrome LCD scrreen

The first aptly named “laptops” had small, low-contrast monochrome screens that had “eye strain” written all over them (well, not all of them did – the Grid Compass, in 1982, had a lovely bright orange-on-black display). Then came the first color screens, like Passive Matrix and DSTN, which were also pretty poor; and the  screen grew slowly in size, though there was still much plastic surrounding it. And finally Active matrix TFT screens achieved affordable prices and became the standard, and their size attained the width of a the keyboard while resolutions reached 1024×768. We were at a sweet spot, with notebooks whose keyboard and screen were so good that one could use them ergonomically without even wanting an external screen. For anyone who grew through the earlier clunky technologies, this was notebook nirvana.

And then…

… In the last few years, we are drifting away from that bliss. New notebooks have screens that make less and less sense. In this post series I’ll look at a number of issues with these.

For starters: Native resolution.

As I said, a sweet spot for screen resolution was (IMHO) 1024×768 pixels (XGA) on a 14″, 4:3 screen. The trend in the last 4 years is to go ever higher: 1400×1050 (SXGA+), for instance, and beyond. Obviously, the higher the resolution, the more things you can show – more spreadsheet columns, larger unscaled hi-res images, more windows, more emails… but then, at a given screen size (say, 14″) these things are smaller in absolute size; text and icons become small enough to cause significant eye fatigue, especially for anyone over forty.

Now, in principle you can try to fix this problem by driving the screen at a lower resolution. Some users actually try that, with sorry results, because one thing about LCD screens (as opposed to CRTs) is that you must use them at their native resolution. This is because an LCD, unlike a CRT, can’t increase the physical pixel size. Reducing resolution from 1400×1050 to (say) 1024×768 means that each pixel must now span a square of approximately 1.37 by 1.37 physical pixels; but this is a physical impossibility in an LCD, where each pixel is a discrete physical electronic device. The display driver now attempts to solve the problem by shading the “half pixels” in intermediate colors and shades, and this results in an unacceptable degree of fuzziness of the entire screen.

A better solution is to set applications to use larger fonts, and/or to change the overall DPI setting in the display properties in Windows. This will indeed cause text and other elements on screen to become larger. However, it will not get you back to where you were with the 1024-wide screen, because not all elements will scale – for example, icons will become blocky, and images on web pages will remain tiny while text grows, badly distorting the layout of many pages. Basically, you’re jumping through hoops to make a hi-res screen simulate a lower-res screen – poorly.

Of course, some users may need the added pixels – programmers, graphic artists, even accountants… but they would be better off using a physically larger screen, either by buying a 15″ or 17″ notebook, or by using a large external screen. Ordinary users, however, are better off with the portability of 14″ (or less) and the unscaled text and crisp focus of the XGA screen. Not that anyone’s asking them… new notebooks have screens of 1400 or even 1680 pixels across. Since these must cost more to produce, while being harder on the eyes, it’s unclear why the vendors don’t offer low res screens as at least an option; but in fact XGA notebooks are now rarer than hens’ teeth. Go figure…

A brush with Ford’s Human Machine Interface (HMI)

Published
by
Nathan Zeldes
on July 30, 2008
in Bad design
. 5 Comments

We rented a Ford Galaxy minivan for a day. Nice car, if you need the space. And such sophisticated controls… way too sophisticated for its own good, or for its users’, if you ask me.

Ford is very proud of its latest Human Machine Interface:

Human Machine Interface (HMI) -An upgraded instrument cluster plus a new steering wheel including toggle switches … take vehicle ergonomics to a new level. …
HMI is standard on all Ford S-MAX and Galaxy models. It is simple and intuitive to operate. It follows strict, straightforward and logical rules and combines critical areas of ergonomic development to optimize the interaction of the driver with the comfort and entertainment systems. …
The system enables a controlled dialogue between the driver and various support systems – radio, navigation system, Adaptive Cruise Control, and mobile phone.

Ford Galaxy minivan

So, my experience as a new user (remember, “intuitive” means a new user can figure it out without recourse to a manual): I wanted to zero the trip kilometer counter readout. After looking in vain for the standard push-rod near the odometer, I tried the 5-button toggle pad on the steering wheel hub, which turned out to control a multi-level menu system that eventually – after drilling maybe 3 levels down – let me clear the readout (not before forcing me through an ‘are you sure?’ confirmation). Pushing a standard button while driving is one thing; operating a complex multi-step interface, one which is different from car to car, is as silly as it is unsafe. I haven’t located the cruise control submenu, but the standard buttons on the wheel would certainly have been faster to use…

I suspect I may have figured it out wrong, and maybe there is a faster way to achieve this result via a different sub-menu. But then, I’m an experienced technologist; if I couldn’t do better at first try, your average driver would likely have done worse.

Another case in point: in this car, if you switch on the turn signal and change your mind, clicking the lever back to the center position will leave the signal on for 2-3 extra cycles. Not sure whether this is due to some ill-conceived “strict, straightforward and logical rule” the Ford designers applied, or whether the car’s computer is so busy doing other feats (polling the trip counter reset action?…) to respond faster. Either way, we were better off when the lever simply actuated a switch that directly controlled the blinking lamp.

Take note, Ford: you make excellent cars – please keep them simple to use!

Photo source: Wikimedia commons