It’s taken me a while to get through this chapter.
There’s a lot to take on board.
My notes are a bit of a brain dump I’m afraid.
Precise behaviour needs a lack of fear.
Fake it till you can make it = just enough information to get by.
Maybe more information is worse than just enough.
What people know is not always true.
We need cues and reminders to remember HOW to do things.
New things can be easily confused with known things.
A cancel button positioned where you might expect a Continue button would produce an unexpected result.
We rely on consistency within the same thing, but also between things.
Not all red notebooks are my red notebook.
Consider future development - what will change over time, will the change cause confusion?
Public outrage does not allow for adjustment time.
Customers of a new website upset that it’s not the same as the old. The issues disappear quickly, but the immediate effect can be a horrible level of frustration and upset.
I’ve heard of clients saying customers have cried on the phone because the website had changed!
Constraints - screws and bolts was a good example.
You know what you have to do with them, even if it takes a few attempts to get it just right.
Names on forms - consider cultural conventions.
Don’t expect people to remember stuff - out of sight = out of mind.
I personally hate booking forms where it hides what I ordered and I worry I made a mistake and I will pay and it’s too late.
I like to double check as I go through the screens.
It’s nice to know I’ll be able to check all the details before I make the final submission of a form.
The most effective way of helping people remember is to make it unnecessary
Cultural perception of time, I found this fascinating.
Reminded me also of the choice of scroll direction on a mouse. One way just feels wrong!