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Features cannot be designed in a universally usable manner. A usable design fits naturally and seamlessly into the work pattern or expectations of the application’s users. Therefore, for every different work-pattern or expectation, there is a different usable design.
From a broad perspective, two classes of usable design exist:
- Walk-up-and-use system—Applications that are used occasionally and with little or no training (e.g., an ATM, a museum Kiosk, an on-line catalog.)
- Walk-up-and-learn system—Applications that are used frequently or used to execute, monitor and control very complex systems (e.g., a CRM application, an inventory management application, a building’s control system.)
Walk-up-and-use
When people think of usability, they think of a walk-up-and-use system. Almost all publicly available internet applications fall into this category (or should fall into this category). This system can be used with no training and with little help. The application should, in essence, hold the user’s hand. It will always take longer to perform the same action with a walk-up-and-use system as it does with a walk-up-and-learn system.
A good walk-up-and-use system has the following qualities:
- Feedback: Consistently provides clear and redundant feedback
- Transparency: Always has a clear next step and a clear message on what is expected in the next steps
- Introductory: Does not require the user to understand the business rules or the backend processing
- Uncomplicated: Is designed for the most common path through the system with common deviations from that path well labeled and non-invasive
- Plain language: The system assumes the user knows nothing about the system so provides very verbose directions and information. The system avoids the use of abbreviations, industry speak and jargon.
Walk-up-and-learn
When you have an application that is used by your audience at least several hours everyday, then you have a walk-up-and-learn system. When designing this application you will be designing for experts. They need a system that is geared toward speed and efficiency. Because of this, some training will be required.
It may seem undesirable to have any training, but think of this simple cost benefit analysis: It will always be quicker to use a walk-up-and-learn system in the end. Therefore, the more streamlined and quicker the system is to use, the more training it will require to use it.
A good walk-up-and-use system has the following qualities:
- Feedback: Integrated within the next step, could be very subtle
- Transparency: Fits the current situation of the user. The user does not have to step through many screens in order to enter or view information based on their current context.
- Expert-mode: The system allows the user to perform powerful tasks if they understand the business or the back-end processing. The user may perform some tasks in a manner not originally designed for.
- Options left open: The system is design for the most common path and common deviations. The user can easily branch down these paths. The user will also need to have the option to perform rare tasks in a manner that does not interfere with their primary tasks.
- Exacting language: The system assumes the users understand the situation. Language is used sparingly. Abbreviations, jargon or technical terms common to that industry are used.
Final thoughts
While it is possible to use a walk-up-and-use system in the case where a walk-up-and-learn system is required, productivity and performance will be sacrificed for the reuse of systems. The converse is also possible, but in that case the novice users who are forced to perform on a walk-up-and-learn system will have a very low success rate.
Email Nick.
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