BBC Descend on Wormshill for EastEnders spin-off

Having cleared the psychological log-jam of not posting, I’m now ‘in a place’ where I feel inclined to write a post every five minutes. Sometimes it takes posting an item to make you realise that it’s actually pretty painless and doesn’t take anywhere near as long as I remember it too. The biggest problem for me is hyperlinking. I always like my posts to contain a good smattering of contextual links, not just for Search Engine Optimisation (SEO) but because I think it’s good practise.

Anyway, found out today that my lamented home village, Wormshill, has been taken over by the BBC as they film some nauseating spin-off show for EastEnders at the local church, St. Giles. They’ve also been up at nearby Ringlestone, a hamlet, as part of a storyline centred up Jim Branning and Dot Cotton looking for relatives (according to the village gossip). Of course, this being a Web 2.0 world I’ve already updated the relevant Wikipedia article.

I’m not an ‘Enders’ fan and actually feel quite sad that the sanctity and anonymity of the village has been compromised like this and I only hope that the Parish Council and, in particular, the church funds have benefited considerably from having the land and environment swamped in this way. I fully concede that this is a NIMBY (not in my back yard) approach and in other circumstances I have roundly praised the BBC for their output. At least they’ve chosen a great little location, and one that I think typifies rural Kent.

For those of you who do watch, the episode is due to be broadcast as some kind of spin-off special during Easter.

Information Architecting The Coffee Shop

As a user experience architect I often get asked what it is exactly that I do. A learned friend once explained to me that if you can’t explain your job to your mum then there’s something wrong. I never understood whether this meant there was something wrong with my mum, my job per se or just the title but either way it’s time to address that very issue.

I think I feel that my job is more of a re-labelled Information Architecture (IA) role than anything else but that’s even more ambiguous. Plenty of people have tried to define IA, notably Rosenfeld & Morville (“Information Architecture for the World Wide Web”), Wikipedia and recently, Tim, Tom and Chris Farnum. Having recently discovered Indexed I’m in a bit of a ven diagram mood so I’ll borrow from that and the Design Critique podcast to visualise IA as follows (left). I think this encapsulates what we as IAs try and do, to balance the three (oft-competing) requirements of users, the business and the content we have to organise.

You’ll notice that this definition isn’t tied explicitly to the web. It’s a model that covers all kinds of information interaction and whilst I could sit here on a blustery January day and bang on about web-based IA I think it’s time to talk coffee. It’s quite a good analogy I think for real-world IA, where non-web people can get a feel for what practitioners like myself do.

I occassionaly find myself in need of a new place to go for lunch or for coffee. In Norwich this isn’t easy to do, it’s fair to say I’ve tried most of the sandwich bars and decent coffee shops and what strikes me in the same way it does in towns up and down the country, is the organisation and presentation of the menu board. In London these places tend to be quite busy at lunch with a healthy queue in most places giving you plenty of time to look up and read the menu while you wait. In Norwich there’s not so much time, you’re asked for your order within a minute of entering the shop and if you’re new to the place that’s not enough time. Part of the problem is the bewildering array of choice. Lame stand-ups (and my Dad) regularly joke about the ‘I just want a coffee’ situation when walking into a Starbucks but, coffee aside, sandwich shops like O’Briens have a range of sandwiches, toasties, panninis, ciabattas countless hot and cold fillings, salads and soups. I like variety in my life (!) so I want to try something different and will scan the menu boards looking for combinations, unusual fillings, relishes and breads. This takes time and it’s not helped by poor information architecture.

If I was re-designing a menu board to improve customer journeys in a sandwich shop or coffee bar this is what I’d do:

:: Prioritise. Order the most commonly requested drinks/sandwiches in a section of perhaps 10 items on the far left of the board. Most people scan left-to right and would hit this section first. I would use till data to define the top requested items and order them accordingly. The only risk here is that this is self perpetuating, new people come in an order the same things everyone else does but the trade off is that they’re likely to come back and their natural boredom threshold will encourage them to explore other options later, particularly if the alternatives are promoted successfully…

:: Structure. Group similar items, all the hot food items in one group, cold in another. Then sub-divide, meats, fish, vegetarian. In each subcategory, order these by price, most expensive to least. If there’s a consistent pricing structure, promote it: e.g. bacon and cheese sandwich £2.50, toasted £2.90, think customer journey. People come in and decide first what type they want: sandwich (brown, white, granary), baguette, panini, soup or ciabatta (olive, sundried tomato) first. Then how they want it: hot, toasted, plain then filling. The menu should reflect that from left to right.

:: Display. Use a clear and consistent typeface. Have bold headings, use colour sparingly and intelligently (‘Hot Food’ in red for example), don’t add illustrations. Most people know what a cup of coffee looks like, or what a baguette is. Position the board high and use as much space for it as possible. If your bar has two entrances or queues, have two boards. Consider having a second smaller version close to the till. All too often brand typefaces are used that are fine for the shop logo, napkins or coffee cups but don’t read well from 5m away and 3m below. Use space, less is more. Listing every possible combination is pointless, especially if all your fillings are displayed individually, make it clear they can build their own and promote a few suggestions.

Change it. Be prepared to change the board regularly. When you stop selling lines or start selling new ones, adding them with stickers, hand written notes or another board breaks the structure. It’s like a library getting a new book and sticking it on the end of the shelf. It might get found but it’s more likely to be if it’s categorised and filed appropriately. Be prepared to listen to customers and analyse their habits. Are people saying and buying the same things, can they find your new caramel frappuccino or is it that they just don’t want one? Do you only seem to sell salads to vegetarians, do people know they can have their soup in an oversized takeaway cup?

Ok, so I don’t work in the restaurant trade but to me, that’s a good thing. As a customer I know about the problems I have and as an IA I know of some of the ways these can be solved. I’d love to know if Starbucks uses IAs to define its menu boards before the designers are let loose with their crayons and I’d bet that two thirds of small-town sandwich bars write their menu boards by consulting a long list of what they plan to sell.

Take a look at my very quick sketch of how a well organised menu could be set out. I hope this helps to bring IA alive for some people, feel free to feedback either by commenting on this post or emailing me … john at smorgasbord hyphen design dot co dot uk ... P.S. No more posts about coffee, promise.

UPDATE 3 Feb 07: The guys at Adaptive Path have posted about trying to explain what user experience architects do using a few options. Worth a read...

Coffee Barometer

Have blogged in the past about coffee at The Company, Marc at Dancingmango and others have been discussing the barometric use of coffee provision to determine how employee-centric your employer is. for the record, we've got:

:: Option 1. Free vend, the classic Bunzl peculiar blend ... with a 'strong' button that adds nothing to the brew.
:: Option 2. Subsidised 'in-house' coffee shop, supposedly fresh brewed coffee at just under £1 for their smallest cup of Americano.
:: Option 3. Subsidised franchised 'Starbucks' where a grande Americano costs £1.40 and there's a 10 cup loyalty scheme.

Which I think covers all bases, quite appropriate given our line of business.

Supporting Common Pathways And Increasing Simplicity Through Disclosure

Progressive disclosure is a nice term don’t you think? Seems kinda academic when you first read it and then it rather becomes clear, progressively disclosing itself, metaphorically revealing the meaning within. I love it.

Anyway, in UE it refers to the way in which we hide features and functions that are not required, revealing them as the user’s journey progresses. Jakob uses the analogy of the print dialogue box. Going to ‘print’ reveals a stripped down dialogue; page size, orientation, copies. If the user wants more, they click ‘options’ or ‘advanced’ and are shown zoom options, colour settings, resolution, duplex etc. etc.

Stretching the analogy further, we could consider the tree menu system to work as a progressive disclosure. We could think about other examples all over the place on the web. How about the checkout process when you can click to change the delivery or invoice address (and so receive a detailed dialogue) or you can continue to dispatch if the settings are as you wish.

So progressive disclosure is a way of describing simplicity to support the most common pathways. At The Company we try and get masses of this stuff into our online applications. Dynamic layers that open up additional areas of transactional forms when users require a non-standard interactions. We understand that almost everyone is a special case, there are no ‘standard’ customers (and as such we don’t do personas for standard customers). We restrict interactions to the most common operators and offer a second or third set of options on request.

There is a school of argument of course that this prevents people from ever finding these ‘power tools’ but this just smacks of poor design. Make it obvious that there is more you can do and people will naturally explore. Particularly if the first set does not meet their goal. If these request points become decision points (E.g. “have I done all I needed to do”) within the task flow, then that will inform the solution you design. A solution which will ultimately be task focussed and with clear expectations of effect of the user’s action. A notable failure to perform correct user research into an implementation like this can be seen in Word's hidden menus (aside: how to disable hidden menus in Word etc.).

Progressive disclosure has another benefit: perceived hierarchy. By placing the most common activities on the initial part of the process, you are making an implicit statement about its importance; it enables them to prioritise their interaction. This prioritisation solves much of the problem above regarding the perception that the interaction only has a small set of features.

So, to get this right we have had to make some significant decisions: what is first-tier disclosure and what is second-tier? How many options should go into the first tier? (think of only a few … and then remove some), How can we make this initial feature set simple? How shall we reveal and direct users to the second tier?

Well we are solving these problems daily through some obvious UE techniques: Research – we know what our customers do on our site through metrics and qualitative usability testing. We use hierarchical design techniques, card sorting, site mapping and task-flow design to understand what takes priority. We also understand when a linear process might work better, where all features are provided by in a staged disclosure. The trick, as Jakob affirms, is to fit the design to purpose. Is there benefit in progressive or staged disclosure for a given task with a given user group.

Reading this far you will probably have a better idea than you did before.

Visual Guides for Tube Tourists

Two posts today, though I’m separating them so that their headers stand out as separate articles … gotta think SEO …

First is a bit of a cop out. A guy at The Company writes an intranet blog with a central tenet of inspiring great customer service. He’s a bit braver than I, often approaching people in restaurants, shops and the street to interrogate them when they’ve been part of a great customer experience or solution to one of life’s problems. His eyes are always open and recently he took a trip on the London Underground (a subject I’ve mentioned in the past in relation to navigation analogies). I’ll let him take up the story (used by permission):

“…On the tube and got off at Westminster. Now I was off to meet a Customer Experience 'guru' and I had the address but as I was coming up the escalator I was thinking, 'I wonder what exit to take?'. Now, most tube stations with multiple exits have text based signs pointing to each exit. I was surprised and delighted to see the [picture left]:

You see, many tourists won't be able to read the text signs and even Brits like me can often navigate far better through pictures of “what I want to see when I surface” (when I don't know street names).

So, I asked one of the staff, 'Who thought of that, it's bloody brilliant'. And the answer, 'we had a quick team pow wow and the boss asked for ideas to make things better for customers, Trevor came up with that, was given a digital camera and went out on his lunch and took the pictures'. He then said, 'and the best thing is customers seem to like it, and us staff don't lose anywhere near as much time trying to explain directions to people who are a bit confused'. I am not embarrassed to say that I gave him a hug. He looked somewhat alarmed. I asked for Trevor but it wasn't his shift so I wrote a note of thanks and congratulations (ironically on a complaint form as it was all that could be found).

So, anyhow, be a 'Trevor' today. Look at things from your customers eyes - have a pow wow and just do it!”

Cool huh? Ironically the London Tube map was actually designed by Harry Beck in the expectation that users didn’t need it to accurately reflect geography and scale as being under ground meant there were no landmark reference points. Many stations, along with highlighting the colour and having a unique design scheme (e.g. tiling at Tottenham Court Road) feature imagery of nearby attractions in their decoration however it is when exiting the tube that features such as photographs of what’s available at each exit are crucial.

But even more, the point of this piece is to illustrate how great ideas only take a little prompting and really loads of people ‘think customer’ regularly. This idea might have arisen with a staff suggestion box scheme but I reckon it probably would not. Trevor wouldn’t have got round to it, he’d have had second thoughts – thinking it was frivolous. However, a quick pow-wow and boom! Idea’s out there, acted upon and getting men in suits all excited at the same time as expediting the passage of tourists around the World’s greatest capital.

Epilogue: Can anyone else think of any Tube stops that feature imagery of tourist attractions that are in close proximity to the station. For example, somewhere in the tile mosaic, wall designs or in the exit/ticket hall? The most obvious ones are Bank, St. Pauls (before rennovation), Baker St. and, to some extent, Victoria...

Welcome to 2007, Person of the Year, and welcome back monster workloads.

What with freelance work and two major projects at The Company I am royally snowed-under en ce moment so apologies for the lack of posts. I've had plenty of thoughts and continue to archive random print outs with the intention of posting later. The situation should ease toward the end of January and, unlike the Ashes, I shall return.

With best wishes to you, the user (person of the year) and I'll see you on the other side.

Christmas presents obtained: stuff from Reiss, T M Lewin, White Stuff, Oliver Sweeney shoes a Garmin nüvi 300 if you're interested.

Oh, and finally, I'm listening to Unni Wilhelmsen (left) at the moment, absolutely stunning (and available on iTunes in the UK, look for the album Til Meg)

Legal Websites Failing To Make The Grade

Got passed a link to a page on legal gossip site rollonfriday (ROF) today which exposes some dreadful websites. Firstly, the incomprehensibly bad Fletcher Lewis site. Explore the solicitor profiles by clicking the three chaps' faces (Jason, Jeffery and Matthew) ... worryingly this site makes use of sound ...

Though that was bad, it's so bad that it's quirky. What's worse is when you see a site like Turner Parkinson who have clearly seen the involvement of an agency and the end result is a fish-orientated theme with, as ROF puts it, "end of the pier caricatures" on the lawyer profile pages. The ALT text on the menu says "booLawyers", "booTP" and so on ... and their Terms and Conditions page asserts "Before entering our Website you should read carefully these terms and conditions," despite this being on a page accessed in site-furniture rather than on a gateway. At least Surrey-based solicitors Buglear Bate scatter their clumsy offering with no little sarcasm.

finally, just to prove they can get it right some times, Wragge & Co. seems, on the surface of it, to be quite effective. I just don't like the grey on white text contrast.

A provincial town reflects on the news

Tim Fenton, an Ipswich local and BBC journo reflects on the effect of the recent events in Ipswich on the townspeople: "Community faces unwanted glare"

I used to love going for a run in Levington in the summer, riding out through Nacton and looking out for Copdock off the A12 on my way home from my parents' and in-laws' houses at the weekend. All locations featuring heavily in the unfolding events. As Tim touchingly writes "These are our places and we don't want them on the news."

:: Back to usability and user-experience articles tomorrow.

Ipswich Murders

It's late at night and as I sit here typing away on my blog I'm waiting for my fiancee to arrive back from a Christmas party. Ordinarily these things are par for the course at this time of year and yet the recent news of murders in a town I grew so fond of in the past few years means that her trip home feels longer and more vulnerable than it should have done.

Of course, at present, the crime is restricted to a localised area and to a particular segment of society though this makes it no less obvious that it has been comitted upon young women lured into a situation in which they were compromised.

Tonight the airwaves resonate with phone-ins and new analysis about the implications and scale of such a local serial attack but for me, and for all its faults, I'm dwelling on the thoughts of the people of Ipswich. Derided tonight on the BBC as a "small market town", Ipswich has, in recent years, done much to shake off a crumbling reliance on industry and ailing agricultural manufacture. At a time when the town so desperately wants to stand out on the map of the British Isles with its committment to technology, sport and commerce, it hits the headlines for a sordid crime involving the oldest trade in the world, and the friendly Suffolk townies who competed admirably with the amiability I experienced in my years at York, are left mourning the loss of three daughters.

Questioning if price is everything: The moral low-ground of price comparison.

So, uSwitch are in a bit of trouble. It appears that there may have been an attempt to encourage users of their site to switch providers by artificially presenting the results. To me this highlights a a growing concern about comparison engines and aggregators which is that they are not providing the sort of philanthropic experience to which they allude, and may actually produce inaccurate quotes/cover. These sites encourage you to compare primarily on price, they have commoditised - particularly in the insurance aggregator market - bespoke products. They encourage customers to compare apples with oranges and don't seem to take into account the all-important ancilliary factors such as customer experience, product features and loyalty discounts. By fueling a market where everyone switches all the time to the cheapest provider all that happens is that prices fall and margins are squeezed tighter and tighter to the point where the service you could have expected to receive in the past now resides in a poorly trained off-shore call centres, costs £s per minute to call and is increasingly unsympathetic to your individual needs.

Users and customers seem to be forgetting that sites like uSwitch, moneysupermarket and Confused have to make money. They make money when people switch and comission gets paid. Companies are rapidly wising up to this fact and are paring back their loyalty discounts and long-standing service standards to hack money off at the front-end and encourage more footfall through the front door.

Analogous to this have been the supermarkets. You can go into Tesco and see the price of an item compared to the equivalent in Sainsburys and Asda. The price transparency is thus designed to show how great they are at providing value for money. But once again this price-led marketing ignores the human at the heart of the shopping experience. Humans are not calculators and choose to buy a product through a subtle blend of price, product and emotion. Focussing all the attention on price leaves us all the poorer in terms of product and emotion. Take the current TV promotion for Iceland's frozen Christmas food range (feat. Kerry Catona). Touted as a cheap alternative to the traditional Christmas experience the marketing encourages us to spend less and indulge in a christmas of re-heating re-constituted meat and preservative-laden deserts, insisting that this must be better than the wholesome creation of a well-cooked dinner full of natural, fresh well tended meat, vegetables, sauces, spices and so on.

There's no doubt about it, premium insurance products, traditional utility products and organic food are all over-priced products that could do with having a tighter squeeze on them. The problem lies in the mass-market, middle-england purchases for which price transparency serves only to blinker the customer into considering short term financial gain and not lifetime value.

Emerging on the horizon to provide an alternative to this approach is a site called Wesabe. Wesabe is a community-based site for the review and dissemination of advice around personal financial services (read the Wesabe FAQ). A site that takes customer generated content to provide appreciable human comparisons of such products without dwelling on price, price price. Currently a touch US-centric, an increasing number of British and European visitors will bolster the relevance of the advice and experience for the rest of us. To me, these are some of the most encouraging uses of Web 2.0 thinking and I only hope that they gain traction and compete amongst the emotionally impoverished comparison engines.

Comment Moderation Applied

NOTICE

Apologies everyone but I have had to switch on comment moderation after being repeatedly spammed by some berk in India (IP 59.184.12.255) trying to promote a dreadful search portal. At some point I hope to switch this off but in the meantime all comments posted will be emailed to me for review before posting.

Thanks for your patience and if anyone's got any ideas as to how I can blacklist or report this IP I'd appreciate it.

Viral - Or Is It?

The UK is in the grip of the spread of two 'viral's ... firstly the clumsy Polonium trail following the death of Alexander Litvineko and secondly the Thresher's offer.

The first is a murky subject that hints not at a slick KGB operation but of something rather more peculiar. The second seems even more suspicious, when is a viral not really a viral? I recieved my first copy of the PDF voucher at the start of the week and then saw it appear in both personal and work inboxes on a regular basis, each time doubting its' authenticity a little more. Of course the blogosphere couldn't resist and one of the first on the scene was wine site Spitoon - in effect giving the promotion some further credibility. The cynic in me thought, "could a national brand really honour a 40% discount spread so emphatically amongst the public?" Well, today's news reports suggest that they do intend to and, furthermore, that this wasn't intended for anyone other than family and friends. (Spitoon once again picked up the story).

I don't believe them. They must have known the viral power of sending out a voucher with no restrictive Terms and Conditions and in a portable format. Their mistake was not realising the scale of the distribution which -they freely admit - will hit their profit margins hard. There's loads of similarly cynical blog chatter about this. This is, however, one viral where monetisation is an obvious outcome. Contrast this with other successfully distributed but low-profit virals.

They do expect to make a profit so it will, nevertheless, remain to be seen how good a Christmas the directors at Threshers will have.

Iraq War Raises Statistical Questions

Some interesting data I unearthed today. The proportion of British forces deaths related to the size of the deployment is 1.58%. The US forces proportion is 2.13% (sources: About.com and icasualties.org). Does this reflect the danger of the theatres they are operating in or the quality of soldiering? It certainly does not represent quality of kit, everything you ever read about the war suggests the US have the world’s best equipment. But the highest casualty count by deployment is Bulgaria which has lost 3.25% of its troops.

What is also interesting is the proportion of deployment by population. 0.05% of the US population is in Iraq next is Georgia at 0.018% and then us at 0.013%. In this regard, the US has lost 0.0009% of its population in the war in Iraq. Unfortunately, the sketchy nature of the data means I am unable to comprehensively balance the picture with statistics on the percentage of Iraqi civilians killed, but some reports put this at 2.5% (source: BBC News article). Sobering stuff.

Young at Heart - Reviews

Following my post yesterday about Young@Heart I’ve been directed to a selection of equally gushing reviews.

:: A manly appraisal by TV Scoop (Shiny People)
:: A long review of ‘Road To Nowhere’ at the Lyric, Hammersmith in September
:: A review by Helen which draws on her own experiences trying to set up something similar
:: A short musing by an American ex-pat living in the UK in ‘A View From England’

Young@Heart, An Extraordinary Documentary

Every once in a while you catch a programme on the TV that really hits the spot. It’s all too tempting in the evening to settle down and watch trash. Celebrity guff and salacious docu-soaps for example. Channel 4 last night added a corker to their schedule which I enthusiastically plumped for above my normal diet of crap. Young at Heart followed a chorus made up from old people (average age 80) who have got together under a charismatic and visionary musical director (Bob Cilman) to render pop, rock, punk and soul numbers in a way that you’ve never heard. It sounds, on paper, to be a terribly saccharine fly-on-the-wall but it was actually a profound exploration of ageing, death and our perceptions of both.

As we followed the game chorus line through the obvious challenges of re-interpreting Cold Play and James Brown and as we did so we also explored their deteriorating health, their unwavering enthusiasm, commitment humour and no little talent. Therefore, by the time it came to say the inevitable ‘goodbye’ to our first member we were right there with chorus in insisting the show must go on. And go on it did, with a heart-string-tug in the middle of a penitentiary exercise yard as the chorus sung to a group of incarcerated who – to a man – gave a standing ovation and many did so with tears in their eyes.

The sensitivity with which Stephen Walker approached the programme was extraordinary and struck a fine balance of warmth over sentimentality and no little degree of humour without descending into mockery. Above all this was a documentary with proud characters, philosophy and emotion and if anything justifies Channel 4 and More 4’s mandate it was this.

:: Read Stephen Walker’s statement on the documentary (and his IMDb profile)
:: Find out more about Young at Heart (website down due to bandwidth restrictions)
:: CBS Evening News piece about the chorus
:: UMASS alumni article about Bob Cilman

:: Other viewers' comments and finally, clips of the Young at Heart chorus

The Flicker Fusion Explanation For Driver Performance?

Got passed a good link today to an article by Robert Winkler which took me back to my Visual Perception classes at York (under the enigmatic Peter Thompson). It uses a sort of pseudo-science evaluation of the visual capabilities of hawks vs. humans and how this demonstrates the finite limits of driver reaction. I would be interested to see the reaction time differences between F1 drivers, WRC drivers, the public, and fighter pilots. How much is reaction time related to this ‘Flicker Fusion’?

Coincidence means this dropped into my inbox around the same time as I had my eyes re-tested and recently took part in my first Karting session. I suffer from a lazy eye and had hoped that this might explain my one-second deficit in average lap times against my colleagues. My optician had her doubts but I am convinced it explains this – and my ineptitude at tennis.

Any more insight into this kinda stuff really appreciated.

“We wanted no ghost to tell us that”: Acknowledging Our Expertise In Information Architecture.

We’re moving offices at The Company this week and consequently I’ve unearthed some dusty print outs of articles I meant to read. Some of these will end up in blog items in the next week or so and the first to prick my conscience has been a 2002 piece by Jesse James Garret. It was written at a time when jobs were being cut left, right and centre as the ‘new media’ industry euphemistically ‘consolidated’ itself.

With this in mind, it is quite an introspective and defensive critique of the purity of information architecture (IA), seeking to justify the role’s existence. What Jesse James Garret astutely points out is the tendency to justify every decision we make as being supported by user research and testable to within an inch of its life. Personally, I have dwelt on this as someone with a rigorous empirical background in psychology where, if it was not testable it was not truly meaningful. Taking a 'step back' (one for you, Matt) it is worth considering the role of a print editor. When they make decisions on layout, content and indeed the customer journey through their product, they are not doing this based on eight people in a room telling them what they think. They are using their insight, experience and gut reactions. They are doing what they are paid to do – to make tough strategic decisions about what they think is the right way of doing things without having the safety net of user-research to fall upon.

I wish I made more decisions like this. I wish I was able to be more bold and say, “you know what, this interaction should look like this because my years of experience tell me it should”. Too often, perhaps, we sit and listen to customers tell us exhaustively what they want and then agonise about what they meant. To go back to the wants and needs argument that Marc McNeill so effectively summarised recently, how many people would have sat in a focus group three years ago and said they would need to upload video and share it with the world? Not many, but then came YouTube … likewise, who would have thought kids would want to be creating web pages, writing daily blogs and sharing their lives with the world on an unprecedented scale? Not a huge amount but then came MySpace.

Now, I’m not saying that IAs would have foreseen YouTube or MySpace ahead of their users – if we all had that foresight IAs would be being paid a lot more – but it does demonstrate that user-research doesn’t provide all the answers.

If we dwell on making the most usable sites as defined as the sites that pass the user test then we become no better than the teacher who schools their pupils in just enough to pass the exam. The exam in this example is no more reflective of the challenges of life than the user test is reflective of the continued experience of a website by thousands upon thousands or users. The trouble is, testing and metrics deal largely with the quantifiable elements of experience, time taken, click volumes, conversion. Unfortunately these are the predominant currency of business and unless you present such information higher up the chain your credibility is called in to question.

To return to the publishing editor analogy, the editor is top of the tree. Their decision is respected not just because of the experienced opinion but because in the hierarchy there are few people above them. Information Architects on the other hand sit lower down, we don’t have that power and all too often we find our work being passed up the chain, interpreted, interrogated and ultimately ignored as the wishful thinking of an idealist. Peppering a report or proposition with research is our way of protecting our ideas, wrapping them in cotton wool to survive the journey to the senior manager’s desk.

At the end of this journey what lands on the manager’s desk is a collection of research quotes and some proposed designs. What is missing is the insight, the explanation of how we leapt from someone saying they wanted to be able to change their address to a panel in a wireframe with ‘change my address’ on it.

Fortunately the assertion by Jesse James that IA as a distinct role would fade away have not proved correct and in many organisations there exist a team of such professionals. Granted, we have had to broaden our horizons and think about technology and business at the same time but, at our core, we can still be information architects.

Nevertheless the advice still holds true. We should trust our abilities more and occasionally eschew the temptation to commission research at every turn to support our work. We must be prepared to act on hunches and still show our working. Explain and annotate why we have made these decisions but not be afraid to say it was our personal decision and not the decision of 83% of survey respondents. These hunches and gut reactions allow us to work and react faster. Take AJAX for example – we have not had the time to test and research this stuff adequately but we are under immense pressure to deploy it sooner rather than later for the UE and technological benefits. We should be brave enough to generate great interfaces using AJAX implementations based on our experience and get this stuff out there without waiting for XYZ Ltd to fling something out and observing how they get on.

In time, I hope senior management will begin to trust these hunches and – when augmented by the right amount of research – will begin to believe the value of the small collection of experts in their web teams. I’ll paraphrase for my final thoughts: Research data and formal methodologies do not guarantee better architecture. Better architects guarantee better architecture.

The Excel 2007 User Experience

Finally got round to reviewing a blog post from MSDN about the User Experience design supporting Excel 2007. Of course this is all related to my recent exposure to the Microsoft UE process but I’m very interested in this post as it interrogates the charting functionality of Excel.

I have always hated the generic purples, blues and greys of Excel charts that adorn the lazy man’s presentation, pin board or meeting notes. Ignoring the power of colour in visual communication (<- excellent blog link) and the need to engage their audience, many users of the ubiquitous spreadsheet simply deployed the wizard to create a generic chart. In this regard Microsoft approached the problem with the end-users’ problem in mind: how do I create a good looking and meaningful chart? When I create charts in Excel I take a (probably excessively) long time over the style and colour to ensure it’s clear and compelling. More often than not, I’ll begin my charting process by sketching out what I want to see before tracking back to the data to work out how I need to tell the Wizard to work. I consider myself and experienced (but not expert) user of Excel but it’s clearly the users without the time and experience who pump out the sort of drab chart output I described above. So the process needs to work for power users and novices. Sometimes the best charts are mutli-type or multi-dimensional. So, for example, you use bars with lines on two axes and maybe some colouring to demonstrate some other variable. Working out this kind of stuff the first time you hit the ‘make a chart’ functionality has previously been impossible. One of the great featurettes of photo editing software has been the preview functionality of applying changes. Adding this sort of creative sandbox to the charting process enables users to tinker and play with their chart in the wizard environment without getting to the end and committing themselves to the wrong design, only to have to re-launch the wizard to amend it.

The end result for customers has been a template heavy solution that suits beginners and non-creative types but where the design crumbles is its lack of support for power users. As one commenter puts it, the support for people working with complex data has made way for “fluff to make column charts with gradient colours”. Whilst Microsoft have to cater for the large number of business users that just need to present some simple data, the fact of the matter is the tool is powerful enough to be used to analyze far more complex data sets and by ignoring these users they seem to have missed a trick. However, one final ray of light, in responding to these comments it appears Microsoft continue to listen and, where possible, they’ll begin to introduce such functionality in later releases. Too bad their UCD wasn’t quite representative enough.

Do Users Want, Need or Desire A Startup Sound?

Couple of quick ‘hmm that’s interesting’ links. Firstly, related to my Vista post the other day, here’s a short NPR piece on the new Vista startup sound. They only get to the nub of the matter towards the end of this clip so I’d be really interested in other people’s opinions on auditory feedback in interfaces. It’s not something Tjeerd mentioned last week but it’s clearly something Apple take seriously too …

Secondly, I’m always a fan of Marc McNeill’s posts over at Dancing Mango (etymology of the title?) so was delighted to read the ‘needs vs. wants’ item last week. Coming as it did on the back of Dan’s UX2006 session which had already got me thinking more profoundly about personas, this post is a good reminder about interrogating user motivation. Some of the comments it has received are a little rambling but worth reviewing all the same.

World Usability Day 2006: 14th November

Rather lamely I'm going to link out to the Making Life Easy (MLE) blog today to reference world usability day. I wanted to do something at The Company to highlight everyday usability (which basically involved the setting alarm clocks problem) but that never flew so this MLE blog represents someone else's attempt to illustrate great and grim design. I think this image from the Boston UPA site (and postcard they sent out) illustrates the concept fantastically.