Here is a box containing some medicine. As the law requires, it has the lot number and expiration date clearly marked. Well, OK, not clearly… in fact, the information is barely visible at all. The law, one can guess, says nothing about the information having to be Legible.
It’s not like making the text visible is so difficult… as the next photo proves.
Speciation, in evolutionary biology, is the splitting of a species into two different sub-species that cannot interbreed; it is one of the engines powering evolution. One mechanism responsible for this is the appearance of a physical barrier that cuts part of the species off from the rest, as when tectonic activity creates an insurmountable rift or mountain range, or an island breaks off from the mainland. The creatures on either side of the barrier evolve independently, resulting in such wonders as the dwarf elephants that used to exist on mediterranean islands, or the diverse finch species of the Galapagos.
During my recent visit to Berlin I was amused to see the same phenomenon, of sorts, happen to man-made objects – namely, pedestrian traffic lights.
Pedestrian crossing Walk/Don’t walk signals vary between countries, but in each country they usually have one standard design. In Europe they usually follow the European standard of a red standing man and a green walking man.
Now this is also the case in Berlin, except that there they have two designs. In West Berlin, the little men are skinny and utilitarian; but in East Berlin they are stylized, chubby and humorous: the famous Ampelmännchen.
The Ampelmann design was developed in the GDR in 1961, and was used in East Germany while the barrier of the Iron Curtain prevented design standardization with the West. When the Berlin Wall became history, the citizens of that fascinating city had two different signal types; for a while you could tell which part of town you’re in by observing the one in use.
And when a barrier comes down and the two species mix again, it is possible for one to wipe out the other. In Berlin, there were plans to replace the Ampelmann with the EU standard of the skinny, businesslike version. Fortunately this planned extinction of the eastern variety met with a public outcry, and now the funny man in the hat is a protected species; in fact I heard they plan to replace the western version with Ampelmännchen, since they’ve become a kind of city mascot. In one pedestrian crossing I even saw the two little men – East and West – eyeing each other uneasily across the street…
Remember those gloves with utterly superfluous instructions? Here is a new contender for “most unnecessary instructions”.
This package of sunflower seeds, from the USA, bears the directive:
Eating instructions: crack open shells, discard shells, enjoy the seeds!
Nice try, Frito-Lay, but – Uh-oh! – you might still get sued by someone: you forgot to 
tell them to chew before swallowing the seeds!
Actually, this one is so silly that I really can’t make up my mind whether they did it because of the usual rampant CYA, or whether someone at Frito has a sense of humor and is taking a jab at the trend of assuming we consumers are idiots. Any opinion?
I was in Berlin, where they have a subway system that, though it dates back to 1902, is as effective as it is pleasant (part of this last may have to do with the fact that the tunnels are close to the surface, so there is less of the “going down to the bowels of the earth” feeling you get in systems like that in London; you descend a few steps down – or, in some cases, up, as some areas have the train above street level – and you are ready to travel).
Anyway, on the carriages they have ceiling-mounted screens that show a variety of local news and entertainment. Good idea. And then, one day, I look at the screen and I see that most recognizable of computer entities: the Windows error message dialog box. It stayed there for the entire trip, informing the fascinated travelers that it was “Unable to locate DLL”.
This of course elicited a few sniggers from the crowd, but there is a 
more serious lesson here. If they figured Windows was the best tool to use on a public transport system, they’re welcome to use it; though Windows is, by definition, a system for the PC, and that stands for Personal Computer, not for Public Conveyance. However, when a dialog like this appears on my Personal Computer, as it does on occasion, I can take action, if only to hit the Vulcan Nerve Pinch key combination. But on a train there is no keyboard with Ctrl-Alt-Del, nor a Reset button. So why show us this useless gobbledygook? The system in this case ought NOT to show the dialog about the DLL; it should instead erase the screen and display a humorous image related to the situation and a message such as “We’re sorry, there is a malfunction. This is being addressed. Thank you for your patience”. Alternatively, the screen might simply switch itself off on program malfunction. Anything but the incongruous error message box.
Using Windows for non-PC applications may or may not be a good move, but it is happening in many places; at least there should be a version of Windows optimized for such non-interactive situations!
The day I left New York to fly back to Israel I bought, on an impulse, a CardScan business card scanner at Best Buy. I’d received all these cards from colleagues at the IORG conference, and the thought of typing all the details into my computer was depressing…
Anyway, I got home, installed the software, and the scanner wouldn’t work right. Yikes! I mean, I build electronic gear, so I know this can happen… but I was thousands of miles from the nearest Best Buy. I’d just transported a paperweight halfway across the planet!
So I called CardScan’s tech support number, and a nice gentleman there took me patiently through some troubleshooting and concluded that the hardware was at fault. The guy told me he’d get someone in touch about a replacement and I went to sleep. Next day I get an email from a Mr. John Phillips in Canada, who is with OptiProc, a CardScan reseller. He told me to send him a scan of my receipt, my address, a description of the fault, and so on; and he’ll ship me a replacement as soon as I did. Not after considering my reply, mind you; nor after I send back the unit. Immediately when he gets my address. And he did; in fact he FedEx’d the new unit, for added speed. Only when this tested OK – which it did – was I to post the old unit back to Canada.
Good customer support is a key part of the user experience, and this is as good as it gets – so, kudos to CardScan, to OptiProc, and to John!
The scanner, by the way, turned out to be a cute little gadget – you place a card in its input end and seconds later it’s scanned, OCR’d and parsed into your contacts database. A truly useful device if you venture often outside your cubicle and actually meet other people!
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.
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!
I already shared my animosity towards car alarms. Since these are not going away anytime soon, the question becomes, how can we improve them to reduce the pain they cause the general populace? Same thing for house burglar alarms, that have the tendency to trigger – rigthly or wrongly – when the owner is on vacation in Hawaii…
The key problem is that when one of these monstrosities starts wailing, there is no one to call. Some house alarms have a sign indicating a security company that is in charge; in these cases you can try their number. But a sensible general solution would be to require all alarms to bear a “here’s what you can do to get me to shut up” indication. A name and cellular number of the owner would be a good starting point; a second, backup contact number would be useful as well. This is a matter for legislators; serious fines on owners of alarms failing to share this information would be useful. Until then, people can do it on a volunteer basis…
Another thing worth knowing is how to test a tool before you buy it.
Different tools have very different methods… for example, I was saved from losing a lot of money because I knew how to test a Curta mechanical calculator before buying it (basically you start with all zeros, subtract a 1, then add it back. The readout should be all nines then all zeros again. This tests much of the inside gearing in two seconds).
Testing a hand tool can be even simpler. When I started into DIY I had this manual that had a section on hammers, including the paragraph shown at right. I used this test to select a claw hammer, ending up with a Stanley Hercules that has served me well through countless projects, and as you can see below it passes the test well. And if you think this is not very important, I can tell you that this hammer can drive nails right into anything without slipping or bending them, as a low quality tool often would; you supply the momentum, the hammer takes care of convincing the nail it had better go straight in. A real pleasure to use!
Back from NYC… I already reported on the big stuff I saw there; and here is a small but annoying thing I also saw.
My hotel room had a drip coffee maker, a standard item in American hotel rooms (and much better than the old dependence on Room Service). But this one had one unusual feature. Instead of the usual plastic basket that you put a filter bag into, this one had no built in basket. The brew basket came in the filter pack – and was disposable.
You can see the content of the pack in the photo: the black plastic tray has a hole in the bottom, and you throw it out with the soggy filter bag after one use. The old system with a reusable basket was perfectly good – whatever gave anyone the idea that we need more trash on this planet?!…
And ironically, the packaging has the green “Rainforest Alliance” logo at the top which asserts it is environmentally friendly. Yah right!
In 1840 Sir Rowland Hill introduced postage stamps to the world, giving us an effective postal system, and a fascinating collecting hobby. The Penny Black, of course, had to be licked to affix it to letter – it was a stamp, wasn’t it? That’s how a stamp should behave!
Well, not any more. These days we see a growing incursion of self-adhesive stamps; in other words, stamps that are in essence peel-off stickers.
These were introduced in Sierra Leone in 1964, apparently to solve problems of sheets sticking together in the tropical climate there. That, at least, is a good reason. But now we see a growing number of countries playing with the new stamps-that-are-not really-stamps…
So is that a problem? Well, there are bigger problems, but note that these stamps waste twice the paper, since their backing has to be discarded, and besides, the lick-and-stick operation was somehow an integral part of letter mailing (not that anyone writes letters these days either, unless they’re bills, it would seem). Also, stamp collectors are pretty unhappy – these stamps can’t be removed by soaking the envelope in water, and the adhesive can cause deterioration in the stamps over time.
I read somewhere that the US postal service refuses to see the collectors’ complaint as an issue, since long term collectability of stamps is not part of their product specification. Now, isn’t that heartless? Isn’t the whole purpose of stamps to enable this lovely obsession that has given pleasure to tens of millions of people, young and old, for well over a century?
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