Last week Opera Mini was released for the iPhone, and evidently it is going pretty well. For the uninitiated Opera is the grandfather of geeky web browsers. If you have an uber-geek in your life, they have used Opera, and they probably have a definitive opinion of it. This post is not actually about Opera, however, but if you would like to learn more I encourage you to check out their website.

So what is this post about then?
It is about the fact that mobile web browsing is terrible. The screen is too small to effectively use a fully functioning website. Browsing fully functioning websites with your mobile phone browser is one of a handful of desktop computing artifacts still hanging on in the move to the mobile web. Using an Internet-connected mobile device is a completely different experience than sitting at your desk with a 24" monitor (or 2), full keyboard, headphones, mouse, ergonomic desk chair, phone and beverage of your choice.

So why do we continue to try to simply port things that work well on the desktop into the mobile world? There is no clear answer to this question, but I suspect it has to do with companies being comfortable with the normal and familiar as well as with the lack of feedback opportunities mobile users have to tell their favorite website that they would like a mobile version. Through the use of individual applications designed specifically for a mobile device, users can have richer, more satisfying experiences with the mobile Internet without having to squint, pan, zoom, double-tap, and mis-click their way around massive websites.

Users are not looking to see an entire site from their mobile device. They are on-the-go out in the world, and they usually are looking for quick contact and location information. As more users move to mobile devices, companies will be forced to begin creating experiences specifically targeted at this growing market. Creating a version of website that is formatted for mobile devices is a small investment that will allow users to get what they need from a site, when they need it, and continue on with their busy lives.

Until next time, keep it usable Internets

I accidentally deleted my Twitter account last week.  Yes, yes, I know—that’s like accidentally driving one’s car off the road or misplacing one’s pants.  So how did I do it?  Glad you asked.

Like many folks, I manage more than one Twitter account.  For example, I have my personal Twitter account, a business account for Tuitive, and then a couple extra accounts related to some side projects.  I mistakenly thought I was logged in as one of these extra accounts when I made my way to Twitter’s account deactivation screen, as shown here:

Notice anything telling in the above screenshot?  I didn’t either, and that’s the problem!  While this screen does a great job of describing the dire, irreversible nature of deactivating a Twitter account, there is no indication anywhere as to which account I am logged into and about to deactivate.  I assumed incorrectly and pushed the button.

I was pretty shocked when I realized I had deactivated my personal Twitter account.  To add insult to injury, Twitter would not let me create a new account using my previous username or email address, meaning it wasn’t really deleted.  It was just caught in some sort of Twitter purgatory, stuck between the world of the active account and that of the deleted damned.

Fortunately after a few days of pleading-via-email, Twitter support had mercy on me and restored my account. (It came with a polite admonition, however, that this was a one-time favor.)

So, happy ending.  Crisis averted.  Problem solved.  But what a waste of time and energy, both on my part and that of Charles at Twitter support. Here’s a super simple usability tweak to the HTML on the Twitter account deactivation screen that I’m sure would have prevented this issue from happening in the first place:

The best part is, in the time it has taken for you to read this, a Twitter developer could have implemented this and perhaps prevented another careless fool like me from making a similar mistake.

Like many usability tweaks, simple changes have huge impacts that can prevent a lot of heartache.  And we all know that an ounce of prevention is worth pounds of tech support.

I recently ran across this video again, and there is no clearer example of who you should really be thinking about when you are building a website or web-based software. Watch the video and we will catch-up after.

I know, right! Granted this is a Google Chrome advertisement, but it is a very real look at very real users. These people are not web designers, or developers. However, they are everyday people who use computers all the time and still have a hard time understanding the concept of a browser. When designing a product that is easy to use, you must make design decisions base on more of these types of users than any other kind. So keep these users in your mind, your heart, and keep this video around for inspiration in the future.

Now I need to find that big E to post this to the Internets through my AOL broadband…

As those of you on our e-mailing list know, Tuitive is embarking on a campaign to become sought-after public speakers.  While presenting in front of a large group scares the daylights out of most people, for some reason our motley crew is really excited by the chance to get out and share our expertise with the world. 

So in order to prepare for this adventure, we’ve each been developing presentations on our area of expertise as they relate to Tuitive’s core mission – then giving the presentations to each other.  I spoke at my high school graduation and I’ve taught dozens of courses all over this lovely country, but this little group made me more nervous than most.  Something about the fact that they all know my strengths and weaknesses, I'm sure.

I'd worked diligently on my presentation (with the thrilling title “Your Client’s User Experience”), including talking extensively to Jon (our boss), digging up relatable stories, writing notes, rewriting notes, rehearsing, and even learning Prezi (new-fangled presentation software for those unfamiliar).  I put several weeks into it.  But no matter how much thought I put into it, no matter how many hours, I was still bored by the damned thing.  And that boredom came across when I presented to the Tuitive team. 

We have a policy of being brutally honest with each other about our performances.  Not cruel, mind you, but honest.  Our philosophy is (1) it’s better to hear it from a teammate than go out in the world looking like an idiot, and (2) what each of us does in the name of Tuitive reflects on us all.  So they let me have it: it felt rushed, there wasn’t enough audience involvement, there weren’t enough images, and so on.  They were all 100% right.  And I could have handed everyone a list before I even turned on the projector telling them exactly the same things. 

My disinterest in my presentation came through.  It’s not that I didn’t believe what I was saying, but it all seemed so elementary and common sense – like something you could find easily in 20 different business self-help books at Border’s.  It didn’t feel useful and therefore I had no passion for it.

A couple months back, however, I had given a presentation to the team that I was passionate about: grammar.  No laughing – I love grammar.  Perhaps it’s because it’s been hammered into me since I was old enough to talk, but I have a passion for it, and it makes me absolutely insane to hear the English language butchered regularly. 

You might assume that a presentation on grammar would be far more boring to the audience than one about creating a positive client experience, right?  But no, the team really liked the grammar presentation – we spent well over 2 hours going through it and discussing it, and it’s definitely changed everyone’s writing and speaking styles.  Although we still have the same technical skill sets we had before the grammar lesson, we all now sound more intelligent and competent in our writing and speech.  

So why did this presentation have more impact than the one about client experience?  Because I was able to put myself into it.  I'm passionate about educating others on this subject.  (I'm passionate about client experience, too, just not about educating everyone on the subject!)  My enthusiasm was infectious, the audience got involved, they remembered what they’d been taught.

The irony of the poor user experience I'd created for the attendees of my presentation on improving client user experience was not lost on me.  So I'm keeping that client user experience presentation, working on improving its content, getting the audience more involved, slowing down, and finding my passion for educating on that subject as well.  But for the moment, the grammar presentation is out front with me, ready to educate the world about the difference between “that” and “who.”  

Amanda is available for speaking engagements, and would be thrilled to give her presentation “Grammar: Common Pitfalls and Mistakes (Or ‘How I’s Be Larnin’ to Rite Good’).”  Contact her at amanda@tuitivegroup.com for more information.

Disclaimer – Despite the fact that I first learned personal computing as it exists today via an Apple, I have long since drifted away from Mac as my preferred computing format.  I switched to Windows OS in college, but tried to return to Mac in 2008.  I did not enjoy the experience, finding it too restrictive.  That said, I have been an iPhone user for nearly 2 years now (as I patiently await the release of Windows Mobile 7).

Travis, you ignorant slut.

While I do agree with you that the App Store is not working, I believe it’s because of a lack of options, not an overabundance.  Specifically, the lack of options and functionality surrounding search.  Perhaps I'm spoiled to the search functions of Microsoft products, such as Outlook, that give me options of what to search and how to search, but I find the App Store’s lone search box woefully lacking.  I have no opportunity to select options such as “show by rating,” “show by relevance,” “search only last 6 months,” “search only the utilities category” – you get the idea.  Granted, under individual categories, I have some options, but that doesn’t really help when I'm searching for a very specific app type.

Recently, I attempted to find a task list program for the iPhone that would allow me to use task lists on my iPhone.  (That’s right, non-iPhone users, there’s no native task list functionality on the platform.)   I wanted an app that allowed me to schedule recurrence, set a deadlines, use multiple lists, sync with Outlook, categorize, and send me reminders.  But all I could enter was one little search box.  With those criteria, the search data returned was maddening.  A little more than half of the results returned were actually focused on task lists, others included grocery lists, note taking apps, and even a sketching app or two .  I tried a variety of search terms such as “business task list,” “outlook task list, “ and “selectable task list.”  No dice.

Thusly I began the arduous task of wading through all the options out there.  I wanted to read other users’ reviews, but I didn’t want to restrict myself to only checking out the apps that popped up first in the list.  But reading reviews after selecting “show me 25 more” multiple times is exasperating.  After finishing a reviews for a specific app, the App Store returns the user back to the initial list of 25.  Heaven forbid you’ve made it down to app #210 – you’ll wind up selecting “show me 25 more 8 times before getting back to where you left off!  Argh!  Had I been able to better whittle down my search by specific criteria, I could have saved hours.

Now I know, Travis, that you oppose the free apps, but after my experience, I say thank goodness for the free options.  Most quality developers provide a free mini version of their apps, so I was able to try a dozen or so before actually paying for anything.  I would have been furious if I'd had to pay even 99 cents for every app I tried.  Yes, the iBeer app and others like it are pointless.  But remember, this is not a business phone (or it would have a native task list app), but a general purpose phone.  That means frat boys are going to want their Virtual Lighter app, teenage girls will want their Hairstyle app, and someone with too much time on their hands will want the More Toast! virtual toast app.

I know it will come as no shock to you, Travis, that I can’t stand the Apple “we know best” way of thinking.  I totally understand that it makes some people feel safe and comfortable, but the last time I tried owning a Mac, I nearly went out of my mind not being able to customize my computer the way I wanted to use it.  

 (And for those who are curious, I wound up buying and trying 3 different apps over the course of 2 months before finally giving up altogether.  Now I use a combination of Outlook’s task lists and Post-its.)

Disclaimer- I have been an Apple user since my childhood. I have been using Macs exclusively since 2001, and I don’t plan on ever going back to Windows … ever.

After finally moving to the iPhone, I can now talk intelligently on the iTunes App Store, and more specifically tell your why it is not working.

The App Store is the antithesis of Apple. Apple is providing a platform, the iPhone, and allowing anyone to create software to run on the platform. The App Store represents the “Microsoft-ing” of the iPhone platform. This is exactly how Windows has been operating for decades. Since its inception Apple has been providing a limited product line-up, which they control from creation to retail, with a “we know how to innovate” attitude. This attitude is highlighted in this article where Steve Jobs admits that Apple doesn’t do market research, and essentially they could care less what their customers have to say. This attitude might not be the best, but many people are excited about the innovative products Apple creates. With the App Store, the control to innovate is being taken away from Apple and given to the masses.

There are many reasons why I enjoy living in Apple’s world, not least of which is I am tired of having to make so many decisions about electronics. People have too many important daily decisions to make about food, shelter, and transportation that they really don’t need to be deciding on which of 12 video cards they should buy. For example, I have been looking to buy an HDTV for the better part of 2 years. I know the specs, I have the cash, but there are too many choices, and the choices keep changing. It is too much for me to take. People say they want as many choices as possible, that they don’t want to be fenced in, and they want options. This, friends, is simply not true. People only say they want options so they can shift blame to the choices, and away from their ability to choose correctly. “I thought this was going to be the best HDTV, but there are too many choices; how was I supposed to know?” This mindset is more of a defense mechanism than a true ideological stance.

The Apps Store brings too many choices to the iPhone. To make matters worse, gathering information on all these apps to make an informed decision is practically impossible. Let’s try an experiment. Please search for a utilitarian app, something that serves a purpose and the iPhone is perfect for: a grocery list app. I’ll wait … for those of you without iPhones here is a screenshot of what you get.

In total there are 112 apps that come up when you search for “grocery list.” Admittedly, some of the apps are not relevant, but the majority of they are. How do I know which one is the best? Apple used to tell me what was the best, or at least there were only one or two options. Now Apple makes me wade through dozens of apps and go through a clunky download process to see if I will like the app. And because there are so many apps, I am always wondering, “Well is there another app that is a little better out there?” Now I have to think about which grocery store app to use, and not something more important, like feeding my dog – which I am sure there is an app for, but how do I know it is the best one for my dog and me? Will I ever know?

Now some of you might be thinking about the App Store approval process, where each app is carefully screened, and only the good ones make it. (Warning, from here on all links will open in iTunes) To that I would say, “Raspberries!” There is an app in the App Store called “Hold On.” It is an app that records how long you can hold down a button, and it now has multiplayer functionality via Bluetooth (no, seriously).

Really? This was rigorously approved? Come on … and let’s not even talk about all the flatulence apps. So in the spirit of offering solutions with my complaints, here is what I think should happen:

1) Apple should create more apps in-house. This will allow them to continue to innovate, and create better apps for their platform.

2) All apps should be $.99 or more. The free apps are the heaviest weight pulling Apple into the mud. If the application is good enough, people will buy it.

3) Focus apps to match the strengths of the iPhone, portability, multi-touch, accelerometer, geo-location, and the Internet. The iBeer app does not really leverage any of these strengths well.

In conclusion, Apple – please stop pandering to the masses. I know the revenue is nice, but you were already a successful company and the iPhone already has a HUGE profit margin. The iPhone has gotten you into more houses than ever, but is this really the company you want to be keeping? You are who you associate with, and I can’t see this going anywhere good. You have been warned …

As web power-users, things that often seem wildly obvious to us, can be just plain confusing to everyday users. Several years ago we made heavy use of Flash on a jewelry website redesign. We were quite careful to use Flash responsibly and created easy-to-see navigation on the page.

But after the site launched, we found that visitors thought they were looking at a dreaded Flash intro. Some even emailed the site owner asking where the “skip intro” button was. Inexplicably, very few people saw the rather large navigation buttons at the top of the page, which we so lovingly put in place.

Many got stuck.

Visitors fled.

Sales plummeted.

This behavior was the last thing we expected during design and development. But it was a valuable lesson learned: users rarely use a website or web application in the way we expect.

Usability testing for the cost of a pizza

That jewelry website lost a week of online sales before we fixed the problem with a simple, strategically placed “view jewelry” text link. I’ve always wondered how things would have gone had we employed some user testing before launching (or even building) the site.

What if we had simply ordered a pizza and had the pizza delivery boy browse the site? Maybe we would have seen the problem then.

What if we had invited our office neighbors over to devour the remaining slices? Maybe they would have uncovered this issue while trying to place an order.

Had we done either, we may have avoided a big headache for us, the jewelry website’s owners, and its users.

Here’s the take-away: if you have any say over your company’s next web project, be sure to do some usability testing before it’s released into the wild.

Some guidelines for home-grown user testing:

• Recruit a handful of coworkers, parents, spouses, neighbors, or anyone willing to help to be your test subjects.
• Assure each participant that they are not being tested; they are helping you test the website and make it better.
• Observe each participant individually as they complete various website tasks.
• Bite your tongue and keep to yourself inner monologue thoughts like “Click the BIG BUTTON…IT’S RIGHT THERE…HOW CAN YOU NOT SEE THAT??”
• Note the tasks that were completed with ease as well as those that were confusing and need rethinking.
• Refrain from beating yourself up over the things that are now obvious that a few moments ago were not.
• Rinse and repeat.

This is guerilla-style, but you will be surprised at the insight gleaned by watching someone with a fresh set of eyes wade through your website or your web application. Better to have test subjects find the flaws than would-be paying customers!

The wife and I went out for dinner last week at a Scottish Pub (MacNiven’s if you must know). We like the food, and the beer selection is outrageous. With our meal they brought an assortment of condiments, both American and from the UK. My favorite UK condiment is called Brown Sauce. It is brown, and it is a sauce. Period. No fancy description or label. It says what it is, and it is what it says (sorry to get Dr. Seuss on you there).

Well what does this have to do with usability or user experience? I thought you would never ask.

The next day I was looking through my Twitter search (follow me @travisbsmith) for “Usability” and the following tweet jumped out at me. It is from @jdgraffam (how exactly do you cite a tweet?).

“In the UK, do you know what they call the brown sauce? Brown sauce. We should do that more often when labeling things online for usability.”

This idea of calling things what they are is huge for usability, information architecture, interaction design, and user experience. Users need to be able to understand what is available to them on a site, as well as where links are going to take them next. Links and titles should be understandable and logical to users. Users who cannot figure out where they want to go next will simply go to another site that speaks to them in language they can understand.

So how do we choose titles and labels that are understood by everyone?

This is one of the great mysteries of the web. There are some titles and labels that are becoming more universal such as, about us, blog, and portfolio. The only way real way to know what your users are looking for is to ask them first. User Research on the front end of a project can give the rest of the project more insight, and a better understanding about what you users want to see on the site. This user testing can be done with an existing product, with prototypes, or even with a simple card sort. The main idea is to find out what users expect to see in terms of labels, or what they think a label means before releasing a product into the wild.

Sure, you will not be able to ensure that 100% of users will understand every label or link, but doing user research and user testing will allow you to be sure that more users will understand your site, and that their overall user experience will be positive.

So until next time, keep it usable, Internets (or World Wide Web if you want to call it what it really is).

Last time on the Tuitive blog, I talked about doing one thing well. Today I am going to expand on that. New technologies, especially on the web, have to play well with other programs.
The days of proprietary formats, and disconnected applications are numbered. As more and more applications begin to move to the web, being able to share information and users is becoming vital to success. The idea of making user stick to one tool or another is starting to backfire.
Users want freedom.
“I want to be able to update my tumblr blog with photos from my Flickr account, and then tweet about my new photos and update my Facebook page. Oh, and I want to be able to do it from my cell phone…”

This sounds ridiculous when you type it out (but it is nicely illustrated above), but many of us are doing it every day. I will not take the time to update each of my accounts across all my cyber hangouts. Instead, I want the systems to do it automatically.
Users want to be able to choose their own tools and services online, and they want these tools to work together with services they already have chosen to use. Users want to know what other services will work with a specific service. This interaction with existing services is no longer a luxury feature - it is a necessity. I am not going to sign up for a new online tool if it will not work with my existing Facebook page, personal blog, Twitter account, and my cell phone.
Users also want the ability to move to a new tool whenever they want, without loosing their existing content or the time they have put into that service.
The use of open API’s has helped users weave their preferred services together. The best web services are beating their users to the punch. Flickr, for example, has a blog-ready photo widget you can create and then paste into our blog. When you update Flickr, your latest photos are now on your blog.
In order for a web service to survive, it has to be able to play well with others.

Until next time, keep it usable, Internets.