M6: software interested

Alan Cooper's Heuristic on User-Centric Software

  • Core Requirement: Software should show interest in the user.

    • It should not treat regular users like strangers.
    • Ideally, the software should:
    • Know the user's name.
    • Learn and remember the user's preferences over time.

  • Metaphorical Comparison:

    • Similar to how waitstaff in a favorite restaurant should know the customer's name and preferences.

Example 1: Gmail

  • Personal Experience:

    • User has been using Gmail for 15 to 20 years.
    • Over 100,000 emails have been sent.
    • User typically signs off emails with their name, "Coleman".
    • Although the user could set it as a signature to save time, they prefer manual typing or swiping due to an old-fashioned approach.

  • Expectation from Software:

    • After 15 years, one would expect Gmail to automatically recognize the user's name.

  • User Experience:

    • Gmail fails to initially recognize the user's name and suggests multiple other options before eventually getting it right.
    • This is characterized as surprising and disappointing, reflecting poor personalization.
    • The user expected a more attentive response akin to a waiter in a restaurant.

Example 2: Google Calendar

  • Personal Connection:

    • User has a long-standing colleague named Viv from Bricolage.
    • They have collaborated on many projects over the past ten years.

  • User Experience:

    • User has invited Viv to many meetings.
    • When inviting Viv to yet another meeting:
    • Google Calendar does not recognize him as a close colleague and treats him like a stranger.
    • This highlights a lack of personalization which detracts from user experience.

Conclusion: Personalization in Software Design

  • Summary of Key Points:

    • Software should aim to be personal and establish a connection with users.
    • Remembering names and recognizing colleagues should be basic functions of such software.
    • On the positive side, Google can recall personal visits to specific places (e.g., remembering a restaurant from seven years ago).
    • These small gestures promote a sense of connection and personalization, enhancing user experience.

  • Implication for Software Development:

    • Developers need to consider various ways in which software can learn more about its users to improve engagement and satisfaction.