Category Archive: Information Architecture

Muddling Through eBay

June 24th, 2007

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The online auction site eBay recently redesigned their site, and (as it usually has in the past) the new design is being subjected to some pretty harsh critique.

When critics bash eBay’s design, they usually focus on the site’s general visual design, or on the information design of individual pages. Even I have in the past focused in on the site’s downmarket, low-class visual style. But there is much to say about eBay’s fantastically complex interaction design as well.

The process of becoming an eBay seller is central to eBay’s entire business. I once tried to sell some of my old bike parts on eBay. Now I don’t want to disparage the talented people who have spent years developing the eBay user experience, but it was probably the most difficult and nerve-racking user interface I have ever used.

Setting up my eBay store was confounding. I never quite understood what step in the posting process I was in, I was constantly scared that I was going to do something wrong and break a rule (or even a law), and I was never confident that I was doing the best I could to ensure that my items would be visible and attractive to prospective buyers.

And yet half a million people make their living using this UI!

Good interaction designers usually assume that our end users are less sophisticated users of technology than we are. I’m not being elitist when I say that for mass-market web sites this assumption is almost always true.

And yet for eBay, I am awestruck at the fact that millions of normal everyday people have managed to figure out how to navigate one of the most complicated interaction designs I’ve ever seen.

How is this possible?

Muddling Through Interaction Challenges

eBay users are just like many other Internet users — reckless and ignorant. They are the same people that open random email attachments, type URLs in the Google search box, and willingly install spyware apps on their own computers. When it comes to technology, they aren’t afraid to take risks, and they are not overly upset by failure. If they screw up their eBay posting and their photos don’t show up, they simply chalk it up as yet another example of how technology is just messy. And they muddle through… If they forget to set a reserve (minimum) price and their item sells for peanuts, they blame themselves, not the UI. And they muddle through…

I suspect that the most successful eBay sellers “muddle through” dozens of botched and sub-optimal sales before they figure out how to do it right.

If any other online business had such a difficult process at the core of their business model, they’d go broke overnight. What is it about eBay that makes it able to succeed with a difficult user experience for their most important kind of user? Is it because they help people sell things (as opposed to enabling them to spend money on things), and thus the user’s tolerance for obstacles is higher than it would be when the user is actually paying money?

Don’t get me wrong: The IA and user experience design challenges for eBay are astronomical. The site is complicated because online auctioning is complicated. The business rules for eBay are probably more complex than anything 99% of the world’s information architects have ever even dreamed of. I have met many people from eBay, including interaction and customer experience designers, and they are super smart and know a lot about how to make UIs that work. So why the complexity?

There is a whole chapter in Steve Krug’s “Dont Make Me Think” entitled “How we really use the web (Scanning, satisficing, and muddling through)”. In it, he identifies similar reasons why we, as users, are often content to muddle through difficult interfaces:

  • It’s not important to us. For most of us, it doesn’t matter to us whether we understand how things work, as long as we can use them. It’s not for lack of intelligence, but for lack of caring. In the great scheme of things, it’s just not important to us.
  • If we find something that works, we stick to it. Once we find something that works—no matter how badly—we tend not to look for a better way. We’ll use a better way if we stumble across one, but we seldom look for one.

Is it possible that eBay, by “satisficing” their own design process (instead of working endlessly to make it perfect for all users) is deliberately enabling users to do what they would do anyway, that is, muddle through? Or is it simply an example of an application’s complexity — and the market’s demands — outpacing the design team’s ability to improve and perfect the system?

Klutzes and Touch Screens

June 6th, 2007

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The HTC Touch (ht Dave Malouf) is a new touch-screen mobile phone with an iPhone-like seductive user interface, replete with the same kind of stunning UI bells and whistles — animations, rotations, sliding, flinging, and bouncing — that we are all eagerly awaiting in the Apple iPhone. A recent review in MEX magazine, however, isn’t very impressed.

HTC’s pitching of the product was very clear. TouchFlo, the ‘completely new’ interaction method used by the handset, was explicitly identified as its unique selling point. And therein lies the problem - TouchFlo is an extremely poor experience.

The reviewer dwells extensively on the fact that much of the interface relies on this “TouchFlo” feature, which seems to be the touchscreen finger-based analogue to traditional desktop mouse-based clicking and dragging. He implies that the technology itself is flawed, insofar as the screen wasn’t detecting and interpreting his finger movements properly (suggesting that this is really a hardware problem or a programming problem more than a UI design problem).

As a 5-year-long user of a full-screen PocketPC touch screen phone, I suspect the reviewer’s implication is incorrect: While I have plenty of problems with the usability of my touchscreen phone, I’ve never had the screen misread my touches and gestures (except in cases where I’ve used my fingertip to press a 4mm x 4mm button, but that’s another type of problem entirely).

Perhaps the tester himself is something of a klutz and just didn’t quite get the hang of how to move their fingers across the HTC Touch’s screen correctly (maybe they also type slowly, have bad handwriting, and can’t use chopsticks!).

I know, I know, I’m blaming the user, right? Well, my point is that perhaps any UI that involves even the most minimally intricate fingerwork will confound a significant number of normal users. What if the particular type of manual dexterity required for devices with such fancy interaction design is beyond the ability for, say, a third of all humans?

If this is the case, then the Apple iPhone’s similarly dynamic user interface might be a big problem for a lot of people, too, since the fantastic interactions we’ve seen in preview videos might prove to be as physically impossible to many people as juggling or playing the guitar.

I’m very interested in seeing how this pans out. As usual, rumor is that Apple didn’t do any usability tests on the iPhone. I suspect those rumors are merely Apple propaganda. We shall see.

A View From Singapore

May 1st, 2007

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Going through my server logs the other day, I discovered that my series of articles from last summer, User Research Smoke & Mirrors, was a required reading assignment for a User Experience Design class at the National University of Singapore, taught by Mr. Raghavendra Reddy.

In browsing the official site for the course, I was struck by the comprehensiveness of the reading lists and the depth of the course itself. Reddy’s students are required to create their own blogs, and all class assignments are to be submitted as blog posts. It is in the student blogs where I found these students to be remarkably thoughtful and insightful about interaction design and the power of good user research.

I know almost nothing about Singapore, but if this course and these students are representative of their education system, I’m duly impressed. Here’s a list of the students who reviewed my articles (the first five are my favorites): MORE…

A Peek into the Sausage Factory (IA Summit Presentation Post-Mortem)

April 2nd, 2007

My IA Summit presentation was an experiment in what is a new presentation style for me. I have long admired the rapid-fire presentation style of Lawrence Lessig (aka the “Lessig method“) and in particular the example of Dick Hardt’s keynote at Identity 2.0. Also, I’ve always wanted to achieve the same aesthetic and pedagogical dazzle that my freshman art history teacher managed to lay down every Friday morning at 9:30 to a room full of overworked and/or hung-over art students.

I knew from the start that I would have a lot of slides – that was part of my basic concept, to show style in action across a broad variety of professional disciplines, as a quick barrage of images to drive home the point. In most of my day-to-day business or academic presentations, “1-minute-per-slide” is a pretty good rule of thumb, but for this presentation I ended up with 239 slides to show in 40 minutes. That’s one slide every ten seconds!

I was shocked that it actually worked – quite frankly I was bracing myself for a train wreck. The biggest reason for my surprise is that although I worked extraordinarily hard on the talk, I didn’t manage to get even one chance to rehearse it to see if it even came remotely close to fitting in at under 40 minutes. But in the end, thanks only I suppose to my intuition about my speaking skills, I managed to get to the final slide with five minutes to spare and without losing too much momentum along the way, even as I had to disappointingly breeze through a couple of segments.

About the Topic

After doing all the research and all the thinking, after diving so deeply into the subject of style, I still feel there’s a LOT to say about it. In fact, I feel like my 239 slides barely scratched the surface. Due to time constraints, I glossed over my discussion of three fascinating topics:

Functionalist Modernism

The first was a more in-depth discussion – a refutation, in fact – of what I call “functionalist modernism”. I touched on it briefly with one example, showing that Charles and Ray Eames were not at all the form-follows-function minimalists contemporary design catalogues would have us believe, but that, rather, they loved ornament, kitsch, bric-a-brac, patterns, and all of the decorative crimes that the true modernist eschews. In other words, they were immersed in an ocean of style.

But my primary target was Le Corbusier, an icon of functionalist modernism whose posture as a scientifically-based designer was, in fact, a self-deceptive sham – in much the same way that I think that much of today’s “lab coat” information architecture (and indeed a certain subset of the broader design world) is, sadly, a self-deceptive sham in which style exists but is deliberately obscured.

I also wanted to heap more praise on Alain de Botton’s The Architecture of Happiness, a book that I think not only puts the lie to so-called functionalist modernism, but exposes the deeply poetic and humane nature of good architecture – a way of thinking about architecture that, I think, has yet to be explored adequately in the world of information architecture (a connection that, I think, Donald Norman attempted to make in his under-appreciated Emotional Design).

Abductive Reasoning

The second topic I had to skip over was my discussion of “adbductive reasononing”, a type of semi-logical thinking that envisions not what is (as with inductive and deductive reasoning) but what might be or what could be, a type of thinking more common among artists and designers. I wanted to connect this with the concept of “design thinking”, a methodology that is the inverse of the business-based risk-averse process of building products to precisely fill carefully-measured needs… but after reading Dan Saffer’s lament on the topic, I’m reluctant to use that term any more (a post on this is to come) so in a way I’m glad I didn’t go into it too much.

Christopher Alexander’s Design Patterns

Finally, I sadly had to skip over my take on Christopher Alexander’s concept of design patterns. Alexander’s name is dropped frequently these days, especially in the interaction design field, but I see his work very differently than I think most people are currently interpreting it. I consider Alexander’s design patterns to be highly idiosyncratric, deeply creative, overtly political, a wee bit spiritual, and ultimately poetic in nature – which is to say that they are not at all the scientifically-based proven best practices they are too-often presented as. I would even say that Alexander was advocating a certain style of architectural theory.

For Future Development

After all the research and writing, my appetite for this topic is only just beginning. I’m not even entirely sure if the concept of “style” covers the full breadth of what I am seeing here – perhaps it’s more about aesthetics or the re-emergence of the formal and decorative, even the idiosyncratic and poetic, as key drivers of good design.

I have uncovered surprising connections between truly fascinating subjects. I’ve found remarkable authors and designers whose work I was previously unfamiliar with (who on earth is Mr. Keedy and how did he get to be so clever?). It’s clear to me that there is an incredible amount of additional material here, and a lot more for me to think about and say. I would love a chance to continue developing this topic, whether as a longer presentation, more formal articles, or even, heavens, a book.

In the Sausage Factory

If you can stomach it, I wanted to share a little insight into the development of my presentation (or, if you will, the magnitude of my procrastination).

I was working on the speech and the slideshow all night right up to my Friday morning flight, on the plane, off and on throughout the conference, and all night long leading right into my Monday morning session. While in Vegas, however, I did manage to squeeze in a stunning dinner at Bouchon, a drive-in showing of 300 with a few six packs and some excellent soul food, and, on the final night before speaking, a rapid-series of thematic drinks at Quark’s Bar at the Star Trek Experience (including a massive “Warp Core Breach”).

Yes, that’s right, I had too many drinks and absolutely no sleep in the 24 hours before speaking. While the drinking didn’t help any, I do kind of thrive in no-sleep circumstances, actually, as long as a quart of coffee is consumed immediately prior to the moment when top-performance is required (this does not, however, apply to athletic performance, however).

Lou Dorfsman, the great advertising and design luminary, once told my partner Jeff Piazza that his secret to giving a great presentation was to gulp down a shot of Scotch immediately before speaking. I have immense respect for that, I really do, but I guess I’m just made of somewhat different stuff than Mr. Dorfsman.

My work process can be divided into five very distinct phases:

  1. Topic Generation (two weeks of occasional work): The topic and the presentation format came to me in the most clichéd of contexts – in the shower. I was a last-minute addition to the Summit schedule after another speaker had to withdraw, so I was already a month or two behind when I was asked to participate (and the fact that I was permitted to skip the judging process only put more pressure on me to do a kick-ass presentation). It took about two weeks from having the initial ten-word concept before I got to the point where I could write a coherent three paragraphs about the topic, and by that point it was too late to get my description into any of the printed materials for the conference.
  2. Idea Collection/Research (four weeks of occasional work): Idly and intermittently thumbing through my bookshelf, browsing the web, bookmarking links, jotting down random thoughts in my sketchbook, and writing jumbled blog drafts. At no point in this timeframe did I have an overall outline of the final presentation – I was letting the research and my own unpredictable inspirations shape my thinking.
  3. Formal Preparation (five semi-intense evenings): This is where I picked up a few new books and consumed them rapidly, and where I formed the bulk of the overarching concept. During this time I mostly focused on switching back and forth between gathering raw materials (copying or transcribing text snippets into my outline, structuring the outline, and collecting/scanning/photographing images for use in the PowerPoint show) and actually writing my original commentary. I had the final outline 50% done in this timeframe, and had probably written down about 30% of the actual words I wanted to say, but only about 10 slides were actually in the PowerPoint deck at this point. It’s three days before showtime.
  4. Frenzy! (four intense days and nights): This was the most schizophrenic part. I was quite literally doing a little of everything during the final four days. I would spend an hour fine-tuning individual slides, aligning images and normalizing fonts, only to spend the next hour completely re-ordering the thematic flow of the whole presentation and writing the final script. Intense and completely random alternation between micro and macro.
  5. Purge! (2-3 hours): Only in the final hours before showtime did I actually throw in the towel on some sections of the presentation that I knew I would not be able to discuss adequately. I deleted about 10 pages of what would ultimately be a 33-page script, and maybe 50 slides to bring the total PowerPoint page count to 239. I’ve saved all the deleted material, so they’ll probably come up again in a longer-format version of this topic.

I’m very happy to note that my process was entirely consistent with the basic premise of my talk: I had my final delivery style decided very early on, my fundamental outline was never really final until nearly the last minute, and in any event it didn’t completely dictate the content anyway but rather the concept was as much influenced by the content itself – in the same way, I think, that a product’s style shapes that product’s basic premise as much as the premise sets the framework for the product’s ultimate style.

Interaction Design Style (My IA Summit 2007 Presentation)

April 1st, 2007

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It’s been a little less than a week since my IA Summit presentation. To my great surprise, it went really well. I mean really well. In the next day or so I will be posting a summary of my experiences preparing and discussing my topic, which was, in a word, style.

Many people came to me after my presentation asking me not only to post the slides themselves, but also to post the reading list since I did discuss a lot of books and sites that deeply influenced my thinking. So here’s all the stuff:

Slideshow

Reading List

These readings are in roughly the same pedagogical sequence that the concepts appeared in my presentation. Note that not all of these were actually cited in the talk, but I did have all of them either at hand or in mind as I wrote.

MORE…

Come to my Stylish Talk at the 2007 IA Summit

March 21st, 2007

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I am speaking next Monday at the 2007 ASIS&T Information Architecture Summit in Las Vegas.

My topic will be “Interaction Design Style“. It will be a highly visual romp through a variety of topic having to do with the concept of style and how it fits into the design of interactive systems:

  • The definition of style.
  • The history and meaning of the concept of “style”, across many disciplines including art, architecture, music, design, writing, and more. Style is not not just fashion!
  • How a consciousness of style can and should fit into a user-centered design process.
  • How style constrains the design process, through both the anxiety of influence and through the availability of overly easy solutions.
  • How style inspires the design process, opening us to new ideas we might never have thought of.
  • How style guides the design process through pattern libraries, best practices, and more.

I was inspired in part by Stewart Brand’s 2003 IA keynote speech, in which he dismissed style (and fashion, and art) as an ephemeral, superficial, and ultimately flimsy basis for design strategies, an assertion that rubbed me a little wrong. Lately this has come back to me because style, broadly defined, is not brushed aside at all in so many other worlds of design and development. It’s not a dirty word.

Maybe, I thought, there are in fact major stylistic drivers behind much of what interaction designers and information architects do, in the same way that style drives much of architecture, music, etc. Maybe we shouldn’t reject stylistic influences, but should instead embrace them.

I’m working feverishly to make the most thought-provoking and interesting 45 minutes I can craft. It’s not going to be a research paper nor will it be a case study — it will be something I hope will be at least a little entertaining and educational, but most importantly a little eye-opening and inspiring. There will be lots and lots of pretty pictures!

Monday at 9:30 in the “Mesquite Room”. I hope to see you there!

Come to my Classy SXSW Panel

February 28th, 2007

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UPDATE, 3/11/07: My post-mortem on the panel, and links to many other people’s opinions on the panel, are now posted here.

I am running a panel entitled High Class and Low Class Web Design at the 2007 South by South West Interactive conference. It will explore the same subjects I discussed in my series of articles last year, but this time with some new voices brought to the table.

My fellow panelists are pretty classy, too:

  • Representing the unbiased rigor of the usability labs, we have Liz Danzico, user experience maven who practially defines the term “multi-faceted” at AIGA, Boxes and Arrows, Daylife, and Rosenfeld Media.
  • Representing the ivory towers of the sophisticated elites, we have Khoi Vinh, my former partner and co-founder at Behavior, superblogger extraordinaire at Subtraction, and for the last year the esteemed design director at nytimes.com.
  • And finally, representing the sweaty locker rooms of Madison Square Garden , we have Brant Louck, a long-time friend of mine who is absolutely perfect for this panel: He is creative director at World Wrestling Entertainment.

I fully expect the panel to be incredibly lively and, hopefully, even a little provocative. Someone will be offended by something someone says, I just know it.

The panel is on Saturday, March 10 at 5:00pm. I hope to see you there!

Aura of Inevitability (or: When a Technology’s Time has Come)

February 23rd, 2007

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New technology products often take us by surprise. In 1992, for example, we couldn’t possibly have dreamed of how the Internet would transform the world by 1997, only 5 years later. The best innovations are things “you never knew you wanted but cannot live without” kind, inventions that come out of nowhere. YouTube, for example. Or TiVo.

But certain other technology products are so obvious that when they finally emerge many people shrug and wonder “what took it so long?” We knew they were coming, but year after year they never actually materialized.

When they do materialize, we are overjoyed. After years of waiting, for example, we are finally getting MP3 players into cel phones.We are using wireless networks and bluetooth more and more, but we knew we wanted this stuff years ago. The technology consumer will often heap glowing praise on these kinds of new technologies as they emerge, calling them innovative and groundbreaking, when in fact the functionality of the products is merely filling a hole that everyone knew was there.

The Apple iPhone is a perfect example: while the UI is indeed remarkable, almost nothing about it is technologically innovative or new. If you asked me (or just about any of my friends) to describe the perfect cel phone feature set, it would look a lot like an iPhone. In fact, as the owner of a Windows PocketPC phone for nearly 5 years, nothing about the iPhone’s tech specs surprised me. The UI, again, is great and very innovative, but the hardware itself and the basic concept of the device is wholly old news. MORE…

I Would Prefer Not to Set Preferences

February 14th, 2007

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I would prefer not to.

Everybody likes preferences, right? Maybe not. Maybe some people would prefer not to have to deal with it.

Apple users, for example, are given a fraction of the number of preference-setting options that Windows users get. In OSX, for example, you can choose several different ways for the dock to operate — but under Windows there are three dozen settings having to do with how things look when you click the Start button.

Customizing your workspace has always been one of the hallmarks of Windows. Do you want to show or hide your file extensions? Would you prefer to use the old Win 2000 GUI instead of the latest whiz-bang UI? Want to put your taskbar on the side of the screen instead of the bottom? Hide the Recycling bin? Control the horizontal and vertical distances, in pixels, between the icons on your desktop? All of these options, and thousands more, are available to Windows users. For many, these customization options are essential to making their workspace usable. (It’s almost like these options exist solely to allow users to fix Windows’ usability flaws.)

Apple, on the other hand (and perhaps surprisingly given their hippie reputation), is heavy-handed about their preferences. More often than not, Apple simply decides what is best for you, and if you want something else, well, tough luck.

Of course, many will argue that obscure features can be valuable, too — Einstein’s twist on Occam’s razor is worth remembering before cutting away features willy-nilly: “Make everything as simple as possible, but not simpler”. A convincing argument, however, in favor of limiting preferences as a core design philosophy is Havoc Pennington’s classic article “Free software and good user interfaces“, which contends that:

  • Too many preferences means you can’t find any of them.
  • Preferences really substantively damage QA and testing.
  • Preferences make integration and good UI difficult.
  • Preferences keep people from fixing real bugs.
  • Preferences can confuse many users.

Interestingly, the first four points are almost all about development costs, not about end-user usefulness or usability. But the last one says plainly that more prefs can lead to more frustration.

I had a great preferences odyssey just yesterday that illustrates the last point perfectly. MORE…

Performative Diagramming

February 12th, 2007

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The cover of Bill Moggridge’s excellent Designing Interactions features a sketch/diagram that looks intriguing at first glance. But then when you actually try to figure out what it means, you’re stumped. I tried, but I couldn’t even scratch the surface.

Inside the book itself, we learn that the diagram is based on sketches that Bill Verplank drew while simultaneously discussing some of his thoughts about interaction design — it is what I call a “performative diagram”, a diagram that is created as an integral part of a real-time performance or presentation. After reading the chapter, we learn that the inner circle’s three icons represent three different basic ideas about what a computer is (an intelligent person, a useful tool, a expressive medium) while the other icons (life, vehicle, fashion) are metaphors or examples for how each notion manifests itself in an interaction design.

These are interesting concepts, to be sure. But that diagram really doesn’t “say” what the words say at all, especially when viewed all by itself and out of the context of Verplank’s voice, his gestures, and his actual words.

Diagrams are usually intended to take difficult concepts and make them easier to understand, but this diagram doesn’t exactly do that. Instead, it is an artifact of an explanatory process, the fossilized remains of a performative pedagogical technique combining spoken words and real-time performative gesturing and drawing. MORE…