Why do we need UX?

Created: Friday, 22 September 2017 Written by Gary Elsbernd

User experience will happen. Whether it's designed up front, or a product of users interacting with your product after the fact, the human and product will interact. Good UX happens when we make decisions in a way that understands and fulfills the needs of both our users and our business.

It's important in this definition to recognize both sides of the equation; the user and the business. UX design strives to produce positive emotions in the user, whether it's through delight or just satisfaction in getting the task performed efficiently. On the other hand, anyone working for an organization has to ensure the organization goals are met as well. Sometimes negotiating between the two stakeholders can be tricky, when the needs are in conflict.

So why do we need UX? To ensure someone is looking out for both sides equally.

In defense of Clippy

Created: Friday, 16 December 2016 Written by Gary Elsbernd
Clippy wasn't so bad...

Clippy was ahead of his time.

I'll let that sink in.

Clippy, the infamous Microsoft Office assistant,  was introduced in November 1996. He was refined three years later, in Microsoft Office 2000. He went into retirement two years later, when he was turned off by default. And he finally departed this digital veil in 2007, when Microsoft Office dismissed him all together.

While he was eventually consigned to the dustbin of failed software, like Microsoft Bob, at the time, his novelty spun off a wave of "conversational agents." I worked on "Seemore the Sock Puppet" - a conversational agent for Payless ShoeSouce back in the 90s who you would click to "See more" - get it?  He waggled his eyebrows, and danced around the screen.  In a juvenile Easter Egg, there was one pixel on the screen that would make him pass gas, if you knew where to find it.

Clippy is famous for being one of the worst user interfaces ever deployed to the mass public. He stopped users to ask them if they needed help with basic tasks, like writing a letter or making a spreadsheet. In user experience terms, Clippy was “optimized for first use”: amusing the first time you encountered him, and frustrating after that. He was a puppet who only knew one script and kept repeating it, at you, throughout the workday.

Today, we have Conversational Agents again!  Apple's Siri, Amazon's Echo and Google Home, not to mention all manner of chatbots on the web are all examples of the evolution of the conversational agent. A conversational agent is a software program which interprets and responds to statements made by users in ordinary natural language. It integrates computational linguistics techniques with communication over the internet.

Why are these agents so much more successful than clippy? - I have a few hypotheses:

  1. They are user-invoked. Instead of interrupting your work or conversation with proactive suggestions, these agents do not speak until spoken to. Can you imagine the chaos that would ensue if Siri were to interject "You seem to be having an argument with your spouse - would you like me to read emails relevant to the situation?"
  2. They demonstrate semantic learning and artificial intelligence. Technology has developed to the point that these agents are much more flexible and "conversational." Google Home can keep track of context and respond correctly to unclear pronouns.  For example, while playing music, you can ask, "Hey Google, who is this?" and Google will accurately interpret you are asking about the artist for the music currently playing.  In addition, you can ask Google about a nearby sushi restaurant, and then ask "How far away is that?" and Google will understand you are referring to the restaurant you were just asking about.
  3. They are often voice-controlled.  With the exception of chatbots, these conversational agents are triggered with voice cues, respond audibly and can be used hands-free.  The ease of being able to wonder out loud who played the Joker in the 60's Batman series (Cesar Romero), and have Google tell you without pulling out a phone or laptop or reading and parsing text is a game-changer.
  4. They have personalities, but not overwhelming personalities. Each of the conversational agents have fans and Easter Eggs of questions you can ask to get funny answers programmed by developers.  They tell jokes, play games and sing songs, but only when explicitly requested.  Otherwise, they are all business.  
    Personalities have been added to chatbots as well. Students at The Centre for Psychology at Athabasca University developed the Freudbot, with whom a student can engage in an online conversation with a simulated Sigmund Freud.  Freudbot is capable of discussing a range of personal and psychological topics.

Conversational agents only work when they are truly conversational.  They require the semantic awareness and ability to follow a conversation that has only been recently possible in technology.  Poor Clippy was just a victim of timing (and poor animation).

I'm ba-a-a-a-ck!

Created: Tuesday, 29 November 2016 Written by Gary Elsbernd

Elsbernd.com has returned to Joomla.

Elsbernd.com started as hand-written HTML, and as my knowledge grew and I looked into content management systems, it moved to Joomla.  This was a good fit and I used Joomla for years.  After a while, though, a few things bothered me about the platform.  Each time there was a major upgrade, I had to migrate things by hand.  There were few options for automatically updating the site to the latest version, and a lot of my extenstions and templates broke between the versions, so I had to either sit on obsolete technology or spend a weekend upgrading my site and finding replacements for the parts that no longer worked.

I moved to WordPress in 2014, and thought I had the world by the tail.  It was an incredibly powerful and popular platform and I was learning a lot of things about their template system.  The upgrade paths were good and they had a lot of extensions available.  Unfortunately, being the most popular platform makes you the largest target for malicious actors.  I was hacked twice in the past two years, with my traffic being redirected and my site being blacklisted from Google and Bing.

After the second hack, I decided to come back to the familiar turf of Joomla, while upgrading to the latest version, including things like two factor authentication.  I have a nifty new responsive design and was able to preserve the Elsblog archives.

I think if I had more time and were more interested in the back end of security and databases, I could have made things work in WordPress, but I now prefer the comfort of a secure, familiar and powerful platform, even if it isn't the largest one out there.

Presenting a Unified Front

Created: Tuesday, 08 March 2016 Written by Gary Elsbernd

Have you ever tried justifying hiring an artist for a project? In this age of the Internet and nearly limitless clip art, it can be daunting to ask for more money to create one-off imagery for your app or site. Why should you purchase bespoke images for your project?

Remember “Who Framed Roger Rabbit?” In that 1988 movie, Roger Rabbit hires Eddie Valiant, a real world private detective, for a job in Toontown. While the groundbreaking interaction between the live and animated characters was visually compelling, the styles clashed. The toons were overly bright, flattened and followed different rules of physics than the real-world characters.

When you mix clip art styles, you get much the same effect, without the wonder and enjoyment. Flat active tabs next to overly rendered, gradient tabs with shadows look like an obvious mistake. Icons with flat graphics interspersed with images drawn with perspective lend different meanings to the buttons that are unintended. Even things like using solid silhouettes for your icons along with outlines is setting you up for misunderstanding. People will always assign meaning to their cognitive dissonance, and usually their mental models have little or nothing to do with the developers’ intent.

Spending the time or money to have a consistent look and feel to your interface provides the polish and experience that allows the interface to fade into the background and the activity to come to the forefront for the user.

For more information on mental models, check out my blog entry about superstitious users.