Normal Modes

UX Tips: Provide Sufficient Form Field Lengths

It’s incredibly frustrating for user to have a form that needs to be filled out, only to be thwarted in their endeavors by thoughtless form field length issues.  And no where does this happen more than it does with last names.

Those with names that are quite long – like Stephanopoulos, at 14 characters - are often limited by an arbitrary 10-12 character restriction. For folks with last names greater than 15 characters, it’s even worse.

Similarly, folks with some of the most common last names on earth – like Ly, Hu, Ma, Ng, Xu, Fu, and Yu, at 2 characters – are foiled because someone randomly decides that there needs to be a minimum character length on last names.  It’s almost like the programmer completed an additional step to make it unusable.

For example, this image of a Facebook complaint appeared on imgur this week with the title “Asian problems.”

 

When form fields are insufficient length for user needs, we find several user behaviors:

  • Problems with data integrity as users try to game the system,
  • High abandonment rate, with commiserate increase in requests for support, and
  • Low response rate as users just give up.

Corollary: The Hyphenated Last Name

Users with hyphenated last names often suffer a similar fate, as hyphens return error messages for “invalid character.”  In response users game the system, producing data integrity errors.

 

Our Recommendation

When declaring form field lengths, consider the worst case scenario. Scrub an existing database for the longest character length and round up to the nearest ”5″.  If you have to declare minimum character length for last names, make it “2″ to accommodate every possible common scenario.  Accept hyphens, too.

 


If you liked this recommendation, then you’ll love our Ultimate UX Bootcamp

March 15-16, 2012 in Houston. (It’s a great time of year to visit!) Featuring boots-on-the-ground advice about what specific UX & usability practices companies can quickly and cost-effectively implement. Learn more

Related UX Tips

 


Ultimate UX Bootcamp – March 15-16 in Houston

Normal Modes will be hosting a two-day Ultimate UX Bootcamp on March 15-16 in Houston.

Day 1 will be a workshop on User Experience Design, you’ll learn:

  • Identify the characteristics of your users — their needs, fears and motivations
  • Organize content into intuitive navigation structures
  • Develop intuitive user experiences by using UX guidelinesclear, consistent, capable and nice.
  • Calculate the ROI of UX

Day 2 will be a workshop on Usability Testing.  We’ll focus on these practical essentials:

  • When to conduct usability testing
  • Identifying the right testing methodology — from paper prototypes to remote usability testing
  • Planning a usability test
  • Recruiting real users as participants — sorting out the bad from the good, and providing proper incentives
  • How to conduct a usability test! 
  • Analyzing test results to produce meaningful reports
  • Effective strategies for handling political situations

Register before Friday, March 2 and get 20% off by using promotion code LINKEDIN.


The typographic grid: still as useful today?

Either on your own or in school, you probably learned at some point about the origins of the typographic grid. You know grids were developed with measurements from the golden ratio, the measurement that defines good aesthetics. You may also recall that layout/design using the golden section is scientifically and psychologically proven to be the most visually pleasing for the printed word. No doubt that principles of grid layout laid foundational work for all of graphic design today, but in a time when there are so many variations in how users absorb information, is the typographic grid still as applicable?

 

The Golden Ratio

 

In short, the answer is: of course. The eye still gets tired after reading 7-10 words per line. Only now, eye strain is even worse because people are reading on a glowing screen all day. Additionally, multiple available touchpoints and a constant barrage of distractions make for a decent design challenge on its own. But a user experience designer has an opportunity to meaningfully forecast these issues and make a difference for users. It’s a thankless job–sometimes your only job is to get people to read the core message, not to do it beautifully. Grids are more important to us now than ever–they can adapt to screen sizes and change a user’s experience instantly. And as always, grids give us an opportunity to quickly and beautifully get content to users.

Use the grid across platforms and devices

Many companies today reach people in multiple ways, so web and user experience designers are expected to adapt to sending a core message in several different ways. No problem! You can use the same grid on a website or a mobile device. This may seem impossible, as column widths obviously would seem so much smaller on a mobile device, or completely overwhelm a large monitor–but here’s where one of our heroes, the fluid grid, enters the scene.

There has been a lot of top-notch attention lately given to  fluid grids, especially since the advent of responsive/adaptive design. Here’s why: fluid grids combined with screen-size-sensitive media queries allow you to create one online experience that adapts to countless devices (some companies will be able to kiss their mobile sites goodbye!).

In order to calculate the measurements for your fluid grid, you probably will need to start with a design that already has some elements defined in pixels: the container and maybe a couple of columns, for example. Once you have those, you’re ready to see magic in the math.

 

 

To get the correct measurements for your fluid grid, Ethan Marcotte, founder/leader of the responsive web design movement, says,

“We take the target value for each element’s font-size in pixels and divide it by the font-size of its container (that is, its context). We’re left with the desired font-size, expressed in relative, em-friendly terms. Or to put it more succinctly: target ÷ context = result”.

That number is converted into a percentage and that determines the column width (Ethan’s article on responsive web design does an excellent job illustrating this technique). Therefore, even your carefully-crafted grid can adapt and be responsive to multiple devices while still maintaining a consistent visual harmony. And, provided your media queries are correct, telescoping on a mobile device should not be necessary.

 

 

Why use the same grid on multiple devices? Not only does using the same one grid save an immense amount of time and energy, you can reuse all assets by using a single grid. This saves even more time and energy. The same image asset can be used on a mobile device and an email, a landing page or a kiosk screen. The image doesn’t need to be cropped or renamed. Additionally, by using the same grid across touchpoints, your site is likely to be easily modularized, if it’s not already. Take one piece here, plug it in there. Seamless.

Grids are not limiting

I have heard some user experience designers claim that they find grids limiting. I completely cannot relate, because the grid is actually an incredibly liberating design device. You probably already know (thanks to a template or style guide) where the headline will likely go, how a callout will work, where photos will appear, etc. Influential graphic designer and educator Ellen Lupton famously said, “To say a grid is limiting is to say that language is limiting, or typography is limiting.”

The best page layouts, in my opinion, are ones you don’t even notice. Swiss design taught us this. Their minimalist aesthetic and thoughtfulness towards human behavior set the standard for how we read the printed word today. Think about reading a really engrossing book: do you even notice the page numbers, the width of the margins, or the leading? Your mission as a user experience professional is to get people to the core message, and the grid enables designers to present that core message in a meaningful way.

The medium of the printed word has certainly evolved and changed–a glowing screen, after all, is the new “printed” word. However, the underlying principles of good layout and typography really have not changed. The thought leaders on web grids have poignantly reminded us that we need to be mindful of the grid as not only a powerful layout tool, but a necessary structure for commanding information and most importantly, getting our core message to users.



Lacey Graves Gerard is a design generalist living and working in Houston, TX. She specializes in designing experiences for the web, mobile devices, and kiosks and infuses each of those touch points with her passion for and understanding of graphic design. And, she can make a mean bowl of popcorn.  You should follow her on twitter here.


Secrets of Creating a Remarkable Customer Experience

Today I spoke with a group of entrepreneurs about creating a remarkable customer experience. We all know about companies who are celebrated for having remarkable customer experiences. Companies like Zappos, Amazon, and Apple. There are countless books about how great their experiences are and all the things they do to delight their customers, but precious little advice about how to create new or evaluate existing experiences.

So today, I talked about the secrets behind a remarkable customer experience:

  • Clear - Cultivate a business environment where everything is simple, straightforward, and uncluttered
  • Consistent - Expectation that everything is going to be friendly and easy every single time
  • Capable - Employees have the ability and are empowered to solve customer problems
  • Nice - Be human. Be real.
Of course, what remarkable customer experiences do is build trust , and trust is what builds relationships and seals deals.

So, using these four principles – clear, consistent, capable, and nice – I challenge you to conduct a customer experience audit in your organization to determine whether your experience is remarkable, of if it needs improvement. Be sure to look at the experience of both new and existing customers.  (We can also help by conducting the audit for you.)


Six Benefits of Remote Usability Testing

‘Lo about 2005 I started doing usability testing.  I was working on a major redesign and replatforming of continental.com and we tested every interface multiple times, in cities across the U.S., before handing off the requirements to the development team. (This was also a different age when things were far less agile than today.)

Since there were only three of us to do all the UX design and usability testing, this was a formidable task which was only made more challenging by the need to recruit from and travel to the various cities. Sometimes I conducted testing, sometimes I observed and took meticulous notes from behind a one-way mirror.  One time the one-way mirror was inside a room that I suspect was once a very small broom closet.  My co-worker had to leave in the middle of a session because she became claustrophobic.

Usability testing has come a long way in 7 years.

Today, there are no more broom closets for us.  The vast majority of usability testing we conduct at Normal Modes consists of:

  • User interviews onsite at our client’s facility - almost exclusively B2B clients testing highly complex, very specialized software applications with participants who leave their desks to join us for an hour in a conference room.
  • Remote usability testing - almost exclusively B2C clients testing website functionality.  Good examples of this type of testing are our Republican Candidate Website Usability Study and Weight Loss Website Usability Study, both of which were conducted with remote usability testing.
The change is largely due to technology, in particular:
  • Morae usability testing software enables us to more easily capture video and integrate observer notes. The ubiquity of webcams allows us to move away from a separate video cam and rely on picture-in-picture functionality.
  • GoToMeeting, and similar products like WebEx, allow anyone with average bandwidth to join a conference call.  Last year Citrix, the company behind GoToMeeting, rolled out an upgrade that allows us to conduct video conferencing over residential-quality internet connections.
These factors have made remote usability testing so convenient that when we moved into our new offices in November 2011, we decided not to go through the extra time and expense of installing a one-way mirror. It’s just no longer necessary.

I’m a huge fan of remote usability testing.

Here are six reasons why:

  1. Ease of recruiting & convenience for participants - Convincing a potential participant to schlep to our Houston offices – even though they’re very conveniently located in central Houston – can be a challenge. Houston’s a big city (the fourth largest in the U.S.), so a suburban participant could easily spend an hour commuting each direction into the city for the study.  With remote usability testing, they can participate from the comfort of their home or office, with no commute time. That fact decreases the amount of time it takes to recruit qualified participants and eases their accumulated burden.
  2. Geographic diversity in participants - In a recent study we recruited participants from across the U.S., with participants ranging from a guy in suburban Boston to a lady in remote Alaska. Because we test from 7a-9p CT, we can leverage time zone differences to more easily accomodate participants.  And because we have all these time zone differences, there’s no afternoon lag – there’s always a “peak desirability time” available in one of the time zones.
  3. Lower no-show rate - In the past, when I conducted B2C in-person usability tests, at least 2-3 out of 15 participants didn’t show.  With remote usability testing, we usually have only one no-show, and that person often reschedules. Again, the convenience of participating from one’s home or office reduces the amount of effort required to participate in the study.
  4. Lower overall costs - Not having to rent a room equipped with a one-way window shaves about $3,000 off the usability testing budget. And not having to travel to another city – with the associated air travel, car rental, hotels, per diem and additional billable hours – can save considerably more.
  5. All the access of traditional testing - Some people have criticized remote testing because they’re unable to see the participant’s face and, as a result, miss important non-verbal cues found in facial expressions and body language that indicate user confusion, gaze direction, and gestures.  Again, with the ubiquity of webcams and availability of video conferencing software, we don’t find this to be a problem. In fact, we find that people tend to behave more naturally because they don’t feel like they’re being watched and because they’re less likely to try to develop a strong rapport with the moderator.  And because the participants are in their natural environment without strangers in their immediate physical space, they can be more focused on the tasks at hand.
  6. A wealth of additional information about user environments - Because we can see the user’s desktop, we’re able to gather additional information about actual working environments – rather than the sterile, uniform environment we provide in labs.  We’ve had participants who literally had a half screen of additional toolbars on their browser, which considerably affects how they find and interact with websites.  We’ve worked with older participants who, due to vision problems, used very low screen resolutions resulting in considerable horizontal scrolling and difficulties interacting with webpages.  We’ve also had participants who, during a decision making task, opened up their own files in order to find the data needed to make the decision.  This is how people actually use websites.

Sure, about once a session we encounter technical hiccups, usually with older participants and always related to GoToMeeting. (WebEx is no better.)  Bandwidth hasn’t really been an issue in our studies; we always pipe in video from participants only.  We’ve only ever had one participant who didn’t have sufficient bandwidth; she was in her 70′s and didn’t have a webcam either.  In that case, we paid her the incentive and quickly found a new participant. Easy peasy.

Of course, not every situation is suitable for a remote usability study.

Studies that aren’t appropriate for usability testing tend to be on applications where there are technical limitations (usually B2B situation with non-public, proprietary databases) or where the user’s proximity to the application is a constraint. Mobile devices or kiosk applications, for example, need to be studied in person.

Is that really all there is to know?

Well, you’ve got to know how to plan and conduct a usability test, too.  Don’t forget that.  We can help there. Our usability testing workshops cover both how to design a usability study (test plan, screener, and moderator’s guide) as well as the technical setup for conducting any type of usability test.

 

 


UX Tips: Keep Icon Metaphors Obvious & Direct

It’s really a shame when the icons that designers so carefully choose to make applications intuitive for users have the absolute opposite effect.  It goes without saying that users expect an obvious relationship between an icon and the concept it represents.

For example, the “New Tab” page for the Chrome browser features icons for common Google services:

 

Chrome New Tab icon metaphors are straightforward

 

  • Chrome Web Store = Webstore logo, which is a shopping bag (shopping = store)
  • Gmail = Gmail logo, which is an envelope (envelope = mail)
  • YouTube = YouTube logo, which is a TV screen with a play button (you watch TV)
  • Google Search = “g” in a blue box logo

It’s worth noting that there is one weakness to these icons:  The Google search icon doesn’t match the favicon, which can be a bit confusing because it breaks the 1:1 relationship established in favicons.

Icons That Just Don’t Make Sense

Bad icons are everywhere – from the websites and software we work on everyday to that kiosk in your grocery store and those minor home appliances you still can’t figure out.

Example:  During our recent trip to Ireland, it was quite cold and wet.  (The people of Ireland are lovely and delightfully friendly, and their warmth to a large extent mitigated any physical discomfort.)  Nevertheless, we really wanted to turn on the heat in our hotel room.  We found the air conditioner control panel on the wall, and turned up the temperature without paying much attention to the rest of the interface.  

A little later, when we were still cold, we turned up the heat some more. Eventually, we had the thermostat set on 30? C (~86? F) and we were still cold. So we went to investigate and fiddle around further.

 

Our major point of confusion was whether the heat was on or not. We expected the snowflake to mean “make things cooler”, but then what were the other two icons — a raindrop (or is it a flame) and a blazing sun. A blazing sun could mean “make things warmer”, but I’m more likely to associate it with “summer”. So did these icons represent settings we’d use in a particular season or the cooling/heating processes? 

Ultimately, we determined that snowflake meant “winter” by the time consuming process of trial-and-error.

Extrapolation:  Where Good Icons Go Bad

So how do designers and developers end up with bad icons? What usually happens is this: the developer knows he needs to create an icon and begins to think about a worthy and appropriate metaphor for the task at hand.  And so he might come up with reasoning along the lines of (continuing with the air conditioning example):

I need an icon for heat.

Well, I could use fire – like in a fireplace because you light one of them when it’s cold outside and it brings you warmth, but is that really very clever?  (Everyone does that!)

Well, you need heat is when it’s cold outside.  And a lot of times when it’s cold outside, there’s also snow.  I’ve got it!  A snowflake!  Genius!

This is going to be THE GREATEST ICON ever.  I really think it makes the interface!

See what he did there – he extrapolated an indirect relationship between the icon and the concept it represented.  Instead of keeping it simple, obvious, and straightforward, he over-thought the situation until he ended up with an icon that was – quite literally – the polar opposite of what he intended to represent.

Our UX Tip  

There should be an obvious and direct relationship between the concept you’re representing and the appearance of the icon, with no degrees of separation in logic. Icons should be simple, obvious, and consistent with other icon representations (favicons, avatars, etc.)