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Week 12 Honest Interfaces.html
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<span class="ornamentation_r">☞</span> <span class="week week_12">Week 12</span> <span class="ornamentation_l">☜</span>
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<a href="http://52weeksofux.com/post/475093156/honest-interfaces" rel="bookmark" title="permanent link to this post">Honest Interfaces</a>
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<p><span><em>“To be persuasive we must be believable; to be believable we must be credible; to be credible we must be truthful.”</em>—Edward R. Murrow</span></p>
<p>Users approach most products with an expectation of honesty. Things should do what they say, behave in an expected manner and reinforce their decision to use this product/service/website. The interface is your opportunity to gain their trust and confidence while helping them make sense of what they can and cannot do. The proximity of actionable items to corresponding descriptive text, the tone of your copy, the labels on form elements—all of these things are the means by which we build subconscious level of credibility with the user. <br><br>Whenever elements of the interface are confusing, misleading or even suspicious, the users’ trust will begin to erode. When even the slightest hint of bad behaviour sneaks in, the user has already begun to withdraw from further interaction. <br><br>Phishing scams have been around for ages, and many people have been educated as to what to watch for and things to avoid. But phishing is the extreme end of this spectrum. The greater concern is when people and companies begin to misuse emerging designs and technologies in order to quietly dupe the user, leaving them feeling like they have been “had” and tainting their inclination to try new things. A recent experience I had illustrates this very well.<br><br>The other day, someone I know very well posted something on Twitter that intrigued me. So I clicked the link and came to a little page with a large “Start Quiz” button. There was a silly set of questions and finally I arrived at what I thought would be the big reveal. Instead, I was barraged by a large popup that read, “In order to retreive your results you must be logged into Twitter. We will redirect you in 5 seconds or click the button below.” <br><br>Okay, I have seen this before. A rather sneaky way of trapping the user, but what really caught my attention was the seemingly innocuous microcopy right below that most people would read right over:</p>
<p><em>"When you sign in, we’ll have you follow us. You can alway unfollow us. :) We will automatically send out one Tweet with your result. You can delete it immediately though :)"</em><br><br>I was shocked, but before I knew it, I was redirected to the Twitter access page. I chose to grant it access, mostly because I was so horrified that I <strong>had</strong> to see what else could be going on. I was redirected—not to a page with the results and an option to post it to Twitter—but one of the most subtly deceptive pages I have seen in a long time. <br><br>The title talked about calculating the result and encouraged me to share it with people. In fact, they were so kind that they pre-selected 12 people to <strike>spam</strike> share with and two buttons that read: “Select All” and “Send Invites and see my result!” <br><br><em>Send invites to what? I thought this was getting shared on Twitter?</em> </p>
<p>I checked to see where these links were going to take me. Neither of them were links, instead they were inputs on a form. A form? For what, I wondered? I scrolled down to the bottom of the page to find the same two buttons and a true link that said, “Continue to results”—which I almost clicked. I searched for a way out. There was a link to what looked like my account settings page, which I clicked in an attempt to abort this whole scam. Unfortunately, the system was set to spit out the Tweet no matter what I action I took on the page.<br><br>It was at this point I found myself genuinely outraged. I thought about how easy it would be for people to subconsciously blame Twitter (or Facebook, etc) just by association. I thought about how many people were tricked into spamming their friends and followers. I thought about how unlikely I am to ever trust something like this again. </p>
<p>And so we return to the point of this article: build honest interfaces. Build trust into the very fabric of your product. Evaluate your design choices by asking yourself, “does this element mislead the user in any way?” If it does, take steps to align the interface with the expected behavior/action. </p>
<p>The integrity of the interface reflects how much you value your users. </p></div>
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<span class="date" title="posts on this day"><span class="published updated" title="2010-03-26T13:24:37-00:00"></span>March 26, 2010</span>
<span class="hcard">by <span class="fn">Joshua Brewer</span></span>
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<a href="http://52weeksofux.com/post/475093254/10-principles-of-ux" rel="bookmark" title="permanent link to this post">10 Principles of UX</a>
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<div class="entry-content"><p class="sketch"><img src="./Week 12 Honest Interfaces_files/tumblr_kzwf8c8eRA1qz7ace.jpg"></p>
<p><strong>1. The Experience Belongs to the User:</strong> Designers do not create experiences, they create artifacts to experience. This makes all the difference. Since <em>experience is subjective</em> it cannot be designed in quite the same way that a physical product can. However, that doesn’t mean we can’t design the framework within which people experience our product/service. If our framework is solid, then great experiences will be a common occurrence.</p>
<p><strong>2. UX is Holistic:</strong> The experience is not just the product anymore. It is made up of all touch-points of a larger <em>system</em>, from the product to the support to the way your neighbor talks about it. Not all of these things are designable in the same way, but all can be designed for on some level. </p>
<p><strong>3. Great User Experiences are Invisible:</strong> When people are having a great experience, they rarely notice the hard work that has been put into place to make it happen. This is as it should be…our job as UX professionals is to be so successful that nobody talks about us. </p>
<p><strong>4. UX is a Lifecycle:</strong> People experience the world over time…nothing happens at once. As such, people don’t immediately have a good experience with most things. There is a lifecycle that must be gone through, starting with awareness, building up to first-time use and going into regular use and even decline. These steps are relatively stable. </p>
<p><strong>5. Context is King:</strong> In an age when it is easy to create products and content quickly, the missing piece becomes context: how does what we create fit into the lives of the people we create it for? Discovering the ins and outs of context is why UX professionals do so much user research, as the subtleties of context are a sharp blade. </p>
<p><strong>6. Great Experience is about Control:</strong> The worst feeling in the world is to feel out of control. When people feel out of control, they simply don’t have a good time. This doesn’t mean that you can’t surprise people or provide serendipity for them, it means that users need to feel like they are always able to take the next step (or bow out) at their request.</p>
<p><strong>7. UX is Social:</strong> Time was when a person’s experience with a computer was a solo affair. The most they did was to email someone and get a response. Boy have times changed! We are not dealing with individuals any longer…we’re dealing with entire social lives. Not only are we dealing with how a person behaves on their own, but we are dealing with how someone behaves in an ever-changing landscape of public to private, where each shade of gray affects their behavior differently. </p>
<p><strong>8. Psychology is Primary:</strong> Software is getting easier to use all the time. The one with the psychological edge will win. This means that we have to dive deeply into the psychology of use, play, product adoption, and social interaction to create the best experiences. </p>
<p><strong>9. UX is a Conversation:</strong> UX, like marketing, is a conversation. As UX professionals we are creating a dialog with users in which the goal is to find out how we can best help them do what they want to do. Therefore, UX becomes a service, not a one-off product, that is constantly reacting to the changing needs of our audience. The conversation is both how we deliver and how we find out how to make it better. </p>
<p><strong>10. Great Experiences are Simple:</strong> Simplicity is much more than the trite “less is more” we so often hear. Simplicity is not about volume; it’s about clarity. If people can understand or use something with little difficulty, then you’ve made something simple. It may have been a Herculean effort to make it so, but simple is not always easy to design…it only appears that way.</p>
<p>We’ll dive into these principles in future weeks. </p></div>
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<span class="date" title="posts on this day"><span class="published updated" title="2010-03-26T13:24:00-00:00"></span>March 26, 2010</span>
<span class="hcard">by <span class="fn">Joshua Porter</span></span>
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<p class="hcard"><span class="fn"><a href="http://www.twitter.com/bokardo" class="url" rel="me">Joshua Porter</a></span> is a long-time interface and product designer and is currently Director of UX at <a href="http://www.hubspot.com/" title="All in one marketing software">HubSpot</a>. He is also the publisher of <a href="http://bokardo.com/">bokardo.com</a> and wrote the book <a href="http://bokardo.com/archives/designing-for-the-social-web-the-book/">Designing for the Social Web</a>. <a href="http://www.twitter.com/bokardo">
Follow Josh Porter on twitter</a>.</p>
<p class="hcard"><span class="fn"><a href="http://www.twitter.com/jbrewer" class="url" rel="me">Joshua Brewer</a></span> is a designer with a love for beautiful, usable products. He is currently Principal Designer at <a href="http://www.twitter.com/">Twitter</a> and the former Director of UX at Socialcast.com. <a href="http://www.twitter.com/jbrewer">Follow Josh Brewer on twitter</a>.</p>
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