Next week is the first ever world usability day. The event hopes to raise awareness of usability and creating simple to use products. Check out http://worldusabilityday.org to see if there are any events close to you. Or if you are in the Boston area check out. http://www.upaboston.org/ or just head to the Museum of Science on Nov 3rd.
Archive for October, 2005
Just 3 seconds left!
Oct 05
23
I recently got this dialog box telling me I had just 3 seconds left in my installation. In fact I had way more then 3 seconds because the software had an error right at the end. As the progress dialog displayed it jumped around in it’s estimation starting at 10 seconds, then jumping to 7 seconds and then back to 10. It then stalled out at 3 seconds for about 5 minutes.
How to estimate properly:
First off if you’re not going to do it right please don’t try to estimate time. If done incorrectly it’s more annoying then simply giving a percentage indication. So if you’re not sure you can provide an accurate time estimate use a % done indication instead.
1 – Time left should always be of the entire process. Often times a progress bar shows progress of a particular component of the process for example copying files. Users care about the entire process not just your portion.
2 – Time left should be linear and proportional. If you’re going to show time based progress your time indication should progress smoothly from start to finish. You shouldn’t start slowly and then speed up or vice-versa. If the estimate says three hours and I walk away for two hours when I return it should say approximately 1 hour.
3 – The estimate should take into account past experiences. The estimate should be based on actual progress data as well as assumptions on future data based on historical trends. The estimate should not re-calibrate it’s assumption data more then once every 10 seconds.
4 – Time/Progress should never flow backwards. This may seem obvious but I’ve seen several Office progress indicators that can roll backwards when undoing an operation. Time marches forward never backward.
guidelines for progress
- Things under 1/10th of a second do not need any progress indication. Moving the mouse, resizing a window, etc.
- Things under 1 second should have some visual indication to show that the action was received. For example a button should go down, a hover effect should be shown.
- Between 1 and 5 seconds users will need some indication that the computer received their action and is still processing. Show an Arrow+Hour glass. This shows that the user can still move the mouse and the progress will complete quickly.
- Things under 10 seconds should show an hourglass this shows a slightly longer wait.
- If the action will take longer then 10 seconds a progress indication should be shown.
- If the action will likely take longer then 5 minutes a time based estimate should be shown so the user can go get a cup of coffee.
- If it’s difficult to tell how long the action will take an animation should be shown that the system is still processing. Similar to the animation in a web browser.
- If a program is loading and it may take over 10 seconds consider using a splash screen to show that the application is being launched.
Dell Hell
Oct 05
23
I ordered a PC from Dell.com the experience was fast and friendly. I found a computer I liked, ordered it and it was delivered in just a week. This process was painless. The pain was felt after I received the PC.
Day 1 – I open and install the PC and after booting up the PC for the very first time and going through some of the first-install wizards the computer blue-screens and crashes. I reboot the PC and I’m able to get the first time setup to complete however after 5-10 minutes of using the computer it crashes again. It’s late in the day so I leave the office and go home.
Day 2 – I contact technical support and explain the problem. We spend 45 minutes messing with the bios of the system. This seems to fix things but I tell the tech that I’m not certain the problem is fixed since it happens every 5-10 minutes and it’s nothing in particular that seems to cause it.
Day 5 – The computer crashes again. I call tech support, wait for 1/2 hour and then finally speak with a tech. The tech says that I need to re-install windows. I begin the install (this takes 1.5 hours) The techs name is Al, his ID is 464730. He promises to call me back after the install is complete. He never calls me back.
Day 6 – I call again and this time instead of reinstalling windows the tech suggests that we run a diagnostics program. The diagnostics program is supposed to take 1-2 hours. The tech promises to call me back. He never does. The diagnostics complete without finding any problems.
Day 7 – I call up and I ask to return my computer. I’m not happy with it, it’s not working and Tech-support can’t fix it. Well according to customer support I can’t return my computer because it’s past the 14 day return policy. I point out that I had problems with my PC from day 1 and that I would have gladly returned it but wasn’t given the option until I spoke with technical support. Ok, well that’s ridiculous but I’d be happy with an exchange as long as the computer works. No problem, they tell me but because the customer support systems aren’t linked with Technical Support they need to transfer me back to tech support to issue a dispatch so that my computer can be exchanged by customer support.
I call back and I’m about to blow my lid. The person on the phone is named Dan badge #459296 and he assures me that my new computer is on it’s way and I will have a new computer in 3-5 days. I asked him 4 times to be sure I understood him and he assured me that by May 25th I would have a new computer. I would then return my old computer. He promised that I will absolutely get the computer no later then May 25th. My dispatch number for this was 058205544.
SIX DAYS LATER.
I called and was put on hold, then disconnected.
I called again to speak with customer support and was told that only technical support could access my service records and that customer support could not. I asked the Customer Service agent to stay on the phone with me as he transferred me to technical support. I was sick of people passing the buck. As he was transferring me I was disconnected again.
I call back again and am told that it will take 2-3 days to issue the dispatch and get me a UPS tracking number. On the phone…
Me: “I’ll be patient and wait the three days”
Dell: “Thank you sir, is there anything else I can do?”
Me: “No, I don’t want to end the conversation I want to wait. I have free long distance and unlimited minutes and if you expect me to wait for three days I’d like you to wait with me.”
While on hold for probably the 10th time I was told that for faster service I should try Dell.com/chat. So I did. I loaded it up on another computer and re-entered a lot of my information. You would think that the nice thing about chat is that I don’t have to repeat yourself but I was asked for my telephone number 4 times! My guess is that on the other end there are dozens of people chatting to the same person and they keep asking for phone numbers, to buy more time. The online chat person’s name is sovee_varughese. I’m asked to re-enter my phone and information into the chat even though this was all entered to initiate the chat. I get a dispatch #058453864 and I’m told it will take 15 days for the dispatch to process. I tell the chat that I’m not happy with the 15 day wait and he tries to disconnect me. I ask to speak with a supervisor.
Now I’m on with Yusuf. He assures me that my new computer will arrive in 3-5 days. “Yes I’m sure” it will arrive he assures me but he can’t get me a tracking number.
While on the phone with technical support I was disconnected again. Arrrrrrrgh.
Next day, on chat again with “Varun”. “Can I have the tracking number” – No it hasn’t been generated. I was told I would have it today. It will be generated in a day or two. I was told I would have it today… Ohhh wait it has just been generated, it’s “058453864″ is this a UPS tracking number? No. It’s actually a dispatch number. But the dispatch number doesn’t help me in any way. I ask the chat person to wait with me in the chat room for 2-3 days until we have a tracking number. Yes, I’m starting to be a bit of an asshole and I admit this but we’re already into week three of this fiasco and I’ve restrained myself much longer then most. The dell chat person got pissed and disconnected. I usually get escalated to the floor manager.
Joseph (445546) called me again, Monday afternoon to update me on the status of my computer. I was told it would be 2-3 days for the dispatch to go through. Joseph tells me that it will take another 2-3 days to go through. He’s calling me on memorial day but says that although technical support is there on holidays 24×7. The actually assembly of computers doesn’t happen. It’ll be another 2-3 days.
May 30th. Assembly????? My first computer that I ordered was delivered in a prompt 5 days, now that I’ve already paid I have to wait and wait.
June 1st, 05 – A manager from Dell Technical support (KulVinder – 373329) calls me to check if I’m still experiencing a problem with my Blue Screen! The manager didn’t bother to check the records to see what had happened. I inform him that I have requested an exchange. He checks his computer and says… “ohh yes, I see that… you should have your system in 5-7 business days from the dispatch date.” The dispatch date is the 26th of May and it’s the 1st of June so it’s been 6 days already. I inform him of this as well. He replies well then you should be receiving the system very shortly. I ask him for a UPS tracking number. He says he’ll call me back in 1/2 hour. (
Called back at
Me: “Well let me know what parts are missing and I’ll tell you if it’s ok to substitute or provide a different part!”
Them: “We can’t do that.”
I call again. Albert – 378065 – A manager tells me it will take 8-10 from the day of the original dispatch. He sees that the dispatch was on May 26th – should by this Friday. He decided to puts in a request to expedite the process. Case #101828519
Thursday June 02 –
Amit_Kumar – in chat - not helpful at all. Told me the computer would arrive 7 days after the dispatch. I told him that would mean it would arrive today. He then changed his mind and said 2 more days. Then he gave me a dispatch number 058453864 again.
Wed June 08
GAURAV_SACHDEVA 001-25891 in chat. Not helpful at all. Told me the computer would arrive in 3-5 days. I told him I didn’t believe him because no order number was generated. He assured me that he had escalated the issue.
“Please don’t worry I’ll call you up with the updates, I apologize for all your previous experience.”
{Gregory Raiz 2:26:08 PM} You promised me on the phone that I would have my computer in 3-5 days and you also promised that you would have an order number for me by tomorrow. YES?????
{GAURAV_SACHDEVA 2:27:03 PM} Yes, I’ll provide you each and every details ,please don’t worry. We are here to help you.
Yeah Right.
Order Number and a FedEx tracking number! Was I actually going to get my computer?
Two days later… Finally!!!!!
The dell arrives and seems to work well. In the box comes a packing slip and a request to return the original broken computer.
Several weeks pass and I get a phone call. Hello this is Dell, we haven’t yet received the broken computer, has it been sent out?
Me: “It’ll be 5-7 days, please be patient.” 
(The last part is a joke the rest did happen)
Lessons I Learned
- Customer support should only ever ask for information once. On the phone, in chat or otherwise. If your not going to record the information don’t bother asking.
- Each customer should only have one customer support person. The customer should be able to contact this person directly to handle problems or issues.
- Keeping customers satisfied after the purchase should be as important as making the original sale
- Customer support should have access to technical cases and vice-versa. Departments should never pass the buck.
- It’s better to honestly say “I don’t know” then it is to make up a bogus answer
- I won’t be buying another Dell anytime soon.
UI-phemism
Oct 05
23
First off… Yes I took pictures of two toilets. These two beauties come from Bologna, Italy and came from two hotels. The interesting thing is that beyond the obvious interaction model they have similar looking but exactly opposite flushing mechanisms.
The first uses a push button mechanism while the second uses a pull mechanism. Just looking at them it’s hard to tell the two apart. I call this a UI-phemism. Similar UI but different interaction models. Another example by Donald Norman is a door that looks the same for pulling as it does for pushing.
I sometimes see the same thing in computer interfaces. For example a scrollbar that instead of scrolling content is used as a slider control. Another example is using a checkbox control instead of a multiple choice radio button.
Consistency and predictability help people quickly learn new devices and transfer knowledge between similar devices. There is no rule that says that the gas pedal is on the right and the break is on the left however all cars recognize that this consistency is important.
Interestingly there is a “correct” choice for the bathroom problem. When possible the interface interaction should match the action you are trying to perform. In this case you want things to go down and away. Pulling up to flush is very disconcerting.
RCN HD-DVR Sad
Oct 05
22
This is a quick list of issues I found with the RCN HD-DVR (October 2004). From my understanding the Comcast HD-DVR uses similar if not the exact same software.
- Ports on the back of the DVR are not labeled at all
- Remote has a large number of buttons (62) many of these are modal and only work in certain modes, many other buttons have no action at all.
- When viewing the channel list I’m able to see every channel, even the ones I don’t subscribe too. This ruins the TV browsing experience since most people won’t memorize the list of channels that they do subscribe too. So if I see something in the TV guide I can’t easily tell if I’ll be able to watch the show.
- There are two menu modes, icon mode and full menu mode. You need to use two clicks to bring you to the main menu.
- Menus are not linear they are two dimensional so you have to use full up/down/left/right navigation to find the right menu item. (Tivo navigation is by contrast linear)
- There is no easy way to return to the previous menu, this often means you need to start over.
- When searching for a show there is no clear way to move between entering letters and selecting a show, this makes the process of finding a show slow and cumbersome..
- When searching for a show there is no way to ‘type’ you need to scroll through each letter.
- There are two ways to view show listings by time or by channel. You are forced to make this choice every time you want to see a list of channels. Once you make a choice the only way to change that choice seems to be to return to the top menu.
- Remote control has to be pointed directly at the cable box. There is little fogiveness on this.
- Remote control has a “HELP” button that doesn’t do anything at all.
- I can schedule a show to record and when I turn the unit off it asks me if I want to cancel my recordings. Of course I don’t want to cancel my recordings, that’s why I scheduled them.
- When I change my aspect ratio to ‘zoom’ or ‘full’ then the HD-DVR user interface is shown off the screen so only part is visible.
- When I hit the pause button the screen stutters as it figures out what I wanted to do
- Three large buttons right in the center of the remote labeled A B C, the A button on the remote is also labeled ‘Tv-guide.’ All three buttons don’t do anything
- There are two menus a ‘quick menu’ and a ‘main menu’ if you click the menu button once you see the quick list, if you click it again you see the main list. The quick menu uses icons to hint at the functional pages. These same icons aren’t used in the main menu to reinforce their meaning.
- If you browse into a sub-menu of the main menu and you press the menu button again instead of bringing you back to the main menu it shows the ‘quick menu’ as an overlay on the ‘main menu.’ This seemed really awkward.
- If you’re watching a show it’s not obvious how to record the entire series of the current show. Pressing the record button will start recording the current show but to record a recurrence you need to press the the ‘info’ button twice. This is hard to find.
- Video on demand – sigh. Great idea, poor execution. Again the categories and shows that are listed are not necessarily available for me to watch so it’s impossible to tell what is actually available.
- The controls to play, pause, skip and fast forward video on demand are not the same as for watching TV.
- Using the menus I select “Search” then “HDTV”. I’m thinking I will be able to search HD shows by title. Nope. I get taken to a list of shows by time or channel. This is not searching this is called browsing.
- I started playing a recorded movie and hit pause. I later return to the movie and instead of resuming where it left off it resumes from the very beginning so I have to fast forward to the time I left off at.
- The fast forward button has five speeds. When fast forwarding at high speed and I press play I end up playing 10-15 seconds later then when I wanted.
- I was unable to get any on demand music to play. This seemed completely broken. The music would start to load and occasionally I would hear a second or two of music before it would cut out.
- When searching for a show to record by DVR there was no way to find the equivalent show in HD. The channel numbers and listings are treated separately.
- Different channels may send different HD signals. This requires you to adjust the zoom/aspect ratio manually to compensate and make the signal match the screen.
- Shows don’t seem to expire automatically. If I tried to record a new show and the space on the DVR was filled I would get a message asking me to delete something first.
- Many other misc, problems.
I will probably cancel my HD-RCN service. The problems with the unit don’t compensate for the benefits. DirectTV does have a Tivo enabled unit but it costs $700 for new customers and I hear that DirectTV is moving away from Tivo. Tivo on the other hand has yet to announce a date for their cablecard enabled box or standalone HD unit. The other option to consider is a HD Media Center PC. The entry cost for media center pc is much higher ($1500-$2000) and from what I understand HD support is only over the air. Hmmm. That deadline to convert to HD is a little over 3 years away.
To date I have never seen an HD solution that would be usable by a child or a senior citizen. These devices are not usable and even for people who understand technology they are not friendly or easy to use.
My wife, (I recently got married) tells me that the little Tivo is sad when I switch and use the RCN box. I would imagine the little RCN box is sad as well.