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So far we’ve talked a lot about strategies and techniques for designing user interfaces

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and we’ve talked a little bit about high-level principles.

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What I’d like to do now is to kind of dive deep

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and get down to brass tacks and talk about a number of concrete examples.

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And so these lectures are going to offer two benefits simultaneously:

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First, what I’d like to do in these next couple of lectures

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is introduce a set of design heuristics for identifying interface errors and strategies for correcting them.

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Second, I’d like to walk you through a number of examples of actual user interfaces,

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and talk about particular ways in which they’re successful or have problems.

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Now, these are all screen shots that I’ve gathered over several years.

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I keep a big file of interfaces that I think are effective or have problems,

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and it’s a good activity — I encourage you to do the same thing.

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For any voyeurs out there, you’ll get a sense of interfaces

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that I’ve stumbled across over the last several years —

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not a very exciting list, but, hey.

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And all of these interfaces are things that may come up again

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when we talk about visual design and other principles.

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So some of these screen shots you’ll see multiple times in this class.

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Finally, I’d like to emphasize that we really want to focus on narrow issues in these user interfaces.

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And I’m not going to talk about whether the broader ecosystem

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that the particular thing we’re looking at is effective or not.

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So, we may point out flaws in interfaces that are on the whole exemplary,

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or we may point out successes in interfaces that are on the whole not quite so good.

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And finally, because I’ve gathered these screen shots over a number of years,

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many of these interfaces no longer look like this.

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The point is not the current state of an interface, but rather the didactical of teaching you a principle.

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Here are the ten design heuristics that we’re going to talk about.

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Some of these names are mine.

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The principles are based on Jakob Nielsen’s work in heuristic evaluation;

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I’ve simply relabeled a few of them to make them, I think, clearer and shorter.

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And so let’s jump in.

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The first of these principles is “show system status.”

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I think one of the most important things you can do in user interface design

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is provide excellent feedback about where the system is and where the user is in a larger interaction flow.

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One important thing to provide feedback about is where the user is in time.

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If you have an interactive system where the response time is less than a second or so,

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there is no need to have intermediate feedback: It just feels interactive.

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As you get to something that’s on the order of a second or a couple of seconds,

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it becomes important to provide some kind of feedback that an activity is underway.

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You can think of this as hourglass or a spinning ball,

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and if you get to something that’s more than a couple of seconds,

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it’s useful to show progress of how far along in an activity that user is.

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Here we see an example from an installation of a piece of software.

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And you can see the same thing if you ask a user to fill out a survey or when they’re completing their taxes,

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or any other process that takes a long time or may require multiple steps of input.

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You’ll want to give people feedback about how far through the system is and how far through they are.

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Second important category of things to provide feedback about and to show to the user is space.

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Here’s a screen shot from Gmail which notifies me that I was out of the space allocated to me

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and that means that I need to do something about it.

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The third important thing to show people feedback about is change.

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Here we have a dialog box that says, “You’ve changed this document.

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Do you want to save those changes or don’t save them.”

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Our fourth category is action. Here’s a stoplight.

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So the red light means stop; the green light means go.

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And I like this user interface, because it uses a redundant coding to provide feedback to the user.

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So the red light is not only using red as a color, but it’s up at the top of the screen;

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and the green light is also always at the bottom.

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And this consistency in the dual coding both makes it faster to recognize

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and it helps work for a broader class of users —

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for example, not all users may be able to distinguish red from green.

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Especially in an online world, it can be important to show feedback about next steps.

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Here’s a screen shot from Amazon that says “Your message was sent to the seller

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and a copy was sent to the email address of your account.

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The seller will respond to you directly via email.”

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So we’re letting the user know what’s going to happen next.

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That’s important because otherwise you can wonder, “Was the message actually sent?”

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or, “Did anybody get it?”

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or “When they receive it, what are they going to do?”

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This lays out very clearly what has happened and what will happen next.

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And after you’ve crossed time, space, change, actions, and next steps,

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the last thing that you’ll want to show is completion.

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I also like this dialog box because it’s funny.

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And a little bit of humor can be really effective in user interfaces.

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Our second heuristic is to use familiar metaphors and language.

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And often this can mean trying to provide a match in the interface

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with things that people are familiar with from their real-world experience.

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This also means speak the user’s language,

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and follow conventions that they’re familiar with both in the online world and in the real world.

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One important kind of familiarity is metaphors.

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In this interface, I want to call your attention to the world in miniature that’s being used in the print dialog box,

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and that’s an effective user interface, because it makes very clear

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which pieces of the page are going to to be cropped, and which pieces of the page are going to to be printed.

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In general, one of the successes of the graphical user interface

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is that it leverages a lot of real-world metaphors, like desktop and trash and files and folders.

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And if these are activities that users are familiar with, it can help bring them into a new online world.

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Now over the last 25 years, as more and more people have gotten accustomed to computing,

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some of those real-world metaphors have fallen away and newer ones have developed.

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Remember that the reader of your interface is going to be a user and not your colleague, boss, or lawyer.

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And consequently, work hard to identify terms and language that will be familiar to them.

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Here’s a screenshot from a student loan website.

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And it uses two terms that at least I was unfamiliar with —

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It talked about me being I already enrolled in “Electronic Correspondence.”

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And it said that I was not eligible for “Electronic Bill Presentment.”

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What it really means by this, I think, is just “email,” and so it should say that.

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And I don’t think of myself as being “enrolled” in an “email correspondence service.”

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It would be nicer if it just said “We’re sending you email.”

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And there’s some fine print about why I’m not eligible for “Electronic Bill Presentment.”

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It would be much clearer if, for starters, it actually identified the reason:

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in my particular case this has passed a log-in wall, and so it knows the reason.

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And it would be nicer if it was able to use more common terms,

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like “We’re unable to send you bills and email because,” maybe, “we don’t have an address on file.”

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And it’s important to use familiar categories.

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Here’s an example from a Visa website that asks users to select a state.

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And, I got a kick out of it because there are more than 50 states here —

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in fact, there’s a separate listing for Northern California and Southern California.

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And many people in San Francisco might wish

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that Northern California and Southern California were different states;

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and for many people, which of those they live in or believe they live in is clear.

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But for some users, this may be ambiguous, and it would probably be simpler if you just selected California

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and then the system decided whether it use its Southern California routing

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or Northern California routing, based on the address that you provide later.

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And it’s important that the choices that you offer to people are things that they’re likely to be familiar with.

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Here is a dialog box that says that “You have a document encoding mismatch.

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You’ve got a document which describes itself as being UTF-8, no BOM.

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But, the encoding has been set to Western, ISO Latin-1.

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Now this is a developer tool,

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and so it’s reasonable to expect some fluency with things that are under the hood —

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like, users may in general be familiar with the idea that there are different character sets for documents —

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but users may be not familiar with what exactly the difference is between UTF-8 no BOM and ISO Latin-1,

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or which of them they should select, or how exactly they should go about fixing this problem.

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One way that this interface could be improved is beaconing what the most common solution is likely to be.

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Our third heuristic is user control and freedom, and this is going to encompass a number of things —

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like exits for mistaken choices, the ability to undo and redo, not forcing people down fixed paths.

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I think of this heuristic as being about making sure

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that the amount of control and freedom is appropriate for the users and appropriate for the tasks.

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So for example, if you have an interface that somebody’s only going to use once,

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a relatively constrained wizard may actually be a good solution.

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However, you may also want a way for users

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to break out of that constrained wizard if they know what they’re doing and are more expert,

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or have an uncommon or unique activity that they need to accomplish.

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Here’s an example from a conference registration site,

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and what you can see is that there’s a Continue button, but no Back button.

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Here’s an interface that provides more control and freedom in the context of browsing for airline tickets.

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What you see here is that there are a number of different ways

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in which the user can browse through the space of possible information.

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In particular you can see this calendar widget in the top left

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which shows you the fares for every day of that month.

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And this ability to preview what’s likely to be down a particular path is really valuable

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in helping people make decisions and know what options are available to them.

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Our fourth heuristic is consistency and standards.

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And this includes things like consistent layout.

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Here’s a screenshot of a very old set of dialog box options from Microsoft’s Visual Basic.

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This is many years old at this point.

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It’s pedagogically useful, because there are four different options for where the same set of buttons could be.

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And probably, applications will be easiest to learn

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if users can come to expect that the same buttons will always be in the same locations.

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We talked already about familiar language.

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It’s also important to be consistent in your use of language.

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And one thing that I’ve seen on the forums is, in teaching this class,

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whenever we’ve used terms interchangeably, that’s often been a source of confusion.

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And you can see that in this web site.

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I arrived at this screen because I wanted to get help with a USB cellular modem that I had,

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and I couldn’t figure out which of these categories was most likely to be the right one.

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My guess is that these categories were generated based on organizational chart for the business

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rather than based on the user’s conceptual model of what they cared about.

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So, for example, national access and broadband access

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may be different parts of a business and have different management structures;

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but from a user’s perspective, they may not know

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whether the mobile device they have is in one category or the other.

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So how do you solve this naming problem?

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Because I think that, once you get familiar with your own products and designs,

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it’s easy to refer to them using the terms that you’re familiar with.

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And, to some extent, eventually training people up on these terms will be useful for everyone.

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However, you’ll often want to elicit what terminology users use naturally

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and ensure sure that you use that consistency.

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This is actually a case where field work, or focus groups,

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or other kinds of direct user engagement can be really valuable,

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and you can ask people how they would describe certain things that they might want to get help with.

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Another thing that you can do is if you prefer a more web-based strategy,

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you can have a category initially that you call Other, and let people type in whatever they want.

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And then you can look at the set of responses that come in for Other,

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and use that to generate umbrellas terms that may be more user centered in terms of the language they use.

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Here is a screenshot of a license repair utility, and it has a warning about the fact

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that you’ll need to close all other Adobe applications before proceeding with the license repair utility.

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It’s a reasonable constraint, and it says, “Do you wish to…” blank — I have blocked it out.

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“Yes” or “No?”

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My guess is that a good fraction of you — maybe even most of you —

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would guess that [for] “Do you wish to…” the next thing would be “continue.”

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And so you might press Yes.

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However, what we actually have here is “Do you wish to cancel.”

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And so, if you pressed Yes to continue.

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It’s going to drop you out of the application and you’ll wonder what happened.

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Or if you pressed No, with the intent to cancel,

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you’ll actually continue, and you may run into problems.

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In this particular case, one way that you can solve this problem about what Yes or No or OK or Cancel mean

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is to replace Yes, No, OK and Cancel with more specific options.

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So here we see a dialog box where the options are very clear:

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One button says “Keep .do” as the extension name; the other one says “Use .pdf”.

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And this is much clearer then OK and Cancel, or Yes and No.

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Our fifth heuristic is about preventing errors, and there are lots of errors that are easy to make,

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and there are lots of ways that your interface can help people prevent them.

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The first kind of error to prevent people from making is data loss.

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Here we have a dialog box that says “This file already exists,”

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and it follows our message of having concrete button names — That’s good.

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However, I don’t know what that file looks like.

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If it offered me a preview, it’s much less likely that I would mistake what that file is.

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In addition to preventing data loss, you can also prevent cluttering duplicates.

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Here’s a screenshot that helpfully notifies you that

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this may be a duplicate paper that you’re trying to import into a library.

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So it says, “Hey, you’ve already got this on your computer.”

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And so far as it goes, that’s great; but what I want to know is:

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Is what it thinks is a duplicate actually a duplicate?

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And so one button that ought to be available here and that isn’t, and that would help me prevent errors,

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is by having of way of previewing what it believes the duplicate file to be,

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and allows me to compare the two files, side by side.

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Here’s a dialog box that says “You have unsaved data.

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Click OK to go back and save, or click Cancel to continue.”

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There’s a couple of problems here: For starters, we’ve got the “click Cancel to continue,”

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which I think may confuse many people, and they’ll consequently lose their unsaved data.

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Also, why isn’t Save one of the options on the dialog box? That would make a lot more sense.

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There are many ways we could redesign this dialog box.

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You could think about automatically saving things, or many other more drastic solutions.

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A simple solution that we can make here is to relabel this first button to be — call this…

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“Save,” and the other button we might call…

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“Don’t Save, Just continue.”

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And we will probably want the “Save” button to be the default action.

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One of the great advantages of a graphical user interface

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is that it can leverage its visual structure to enforce that users provide well-formed input

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and to remind them about what parameters are necessary.

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So this, for example, is the Find dialog box in Apple’s Keynote,

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and you can contrast that with the Find command in the terminal.

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In the graphical case, anything you can type into the dialog box will be a reasonable query to search for;

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it’s impossible to have incorrect syntax.

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However, in the terminal case, you have to remember every time what exactly the syntax is.

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Now the terminal has lots of power and is great in lots of ways.

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But the ability to make errors in terms of your syntax is one of its drawbacks.

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But that doesn’t mean that just because you have a graphical interface,

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it automatically will have this property of preventing errors.

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This is an example of a scheduling system, and the task that we’re midstream on

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is trying to schedule a weekly meeting into a conference room.

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And there are some things that you need to fill out that it has explicit dropdowns for, like time and room.

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However, the day field is required; it won’t let you schedule for every day..

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But it doesn’t provide much in the way of widgets to do that;

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and so if the user is in a hurry, they might forget to enter a day

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and it’ll give an error like this that says “No day is specified.”

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And what’s shocking is when you get to this point, it doesn’t give you a chance to specify the day.

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So, there are several ways that we might simply revise this interface.

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One is that we might make the day selection widget clearer and more salient.

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And the other thing is, if somehow somebody forgets to specify a day,

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the next thing that we show them would be an option to select which of the days that we want,

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as opposed to just saying, “No, I’m sorry you did it wrong.”

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And it’s not clear at this point how you would go back or start over to modify.

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Here’s an example of a search system that provides unnecessary constraints.

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I was searching for my colleague Dan Olson’s book, so I typed Olson into the search field, and Enter.

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And I was hoping that it would give me a list of books, and I could select from among them.

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However, it says, “No, I’m sorry, you must select a catalog to begin your search in.”

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There are a number of implementation reasons why it might be preferable to select a catalog.

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And in fact, once we get going, I may even want to narrow by catalog to improve the quality of my options.

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But it doesn’t seem like you should need to select a catalog to get started —

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at least give me some results based on any input.

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That’s one thing that I think search systems, when implemented well, do a fantastic job of.

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We’ll continue our tour of the heuristics in the next video.