Ryan Singer
Two kinds of usability
An Article by Ryan SingerI divide usability problems into two kinds:
- Perceptual: "They couldn't figure out what to do next", "they couldn't find the feature", "they didn't know they could click that button..." etc.
- Domain-specific: "We need a way to jump back here because in their workflow this happens..."
In general, usability testing only catches type 1 perceptual problems. Because in those tests you take people out of the real world and assign them tasks. Usability testing doesn't catch domain-specific problems because they only come up in real life use.
How I Wrote Shape Up
An Article by Ryan SingerHere’s a little behind-the-scenes look at the development of our newest book, Shape Up: Stop Running in Circles and Ship Work that Matters.
Keep digging
An Article by Ryan SingerThe hardest thing about customer interviews is knowing where to dig. An effective interview is more like a friendly interrogation. We don’t want to learn what customers think about the product, or what they like or dislike — we want to know what happened and how they chose... To get those answers we can’t just ask surface questions, we have to keep digging back behind the answers to find out what really happened.
Domain-specific vs. Domain-independent UX
An Article by Ryan SingerDomain specific UX means understanding how the supply should fit the demand considering a specific situation and use case.
On the other hand, many aspects of UX don’t require knowledge about a particular situation. They‘re based on the common constraints of human sense faculties, memory and cognition or the net of ergonomic factors around the device and the setting where it’s used. These domain independent elements of the UX are important too.
Domain independent UX should absolutely pervade the organization. It belongs to the general skill and knowledge of each supplier at their link in the chain. It’s part of learning to be a good designer, programmer, marketer, salesperson etc.
The Fidelity Curve
An Article by Ryan SingerHow do we choose which level of fidelity is appropriate for a project?
I think about it like this: The purpose of making sketches and mockups before coding is to gain confidence in what we plan to do. I’m trying to remove risk from the decision to build something by somehow “previewing” it in a cheaper form. There’s a trade-off here. The higher the fidelity of the mockup, the more confidence it gives me. But the longer it takes to create that mockup, the more time I’ve wasted on an intermediate step before building the real thing.
I like to look at that trade-off economically. Each method reduces risk by letting me preview the outcome at lower fidelity, at the cost of time spent on it. The cost/benefit of each type of mockup is going to vary depending on the fidelity of the simulation and the work involved in building the real thing.
Time-based analytics
An Article by Ryan SingerAnalytics apps don't tell you much about usage behavior. You might be able to see how many users performed an event, or how many times they did it. But none of the analytics packages out there are good at showing you how often people do things. Are they using to-dos once a week? Every day? Only signing into the app once a month but happily paying for years?
Time matters. You can't understand usage without time.
UI and Capability
An Article by Ryan SingerI’m very conscious of whether I am affording a feature or styling it. It’s important to distinguish because they look the same from a distance.
...Affording a capability and styling it are both important. But it’s essential to know which one you are doing at a given time. Style is a matter of taste. Capability and clarity are not. They are more objective. That person standing at the edge of the chasm cares more about accomplishing their task than the details of the decor.
What happens to user experience in a minimum viable product?
An Article by Ryan Singer"Feature complexity is like surface area and quality of execution is like height. I want a base level of quality execution across all features. Whenever I commit to building or expanding a feature, I'm committing to a baseline of effort on the user experience."
There’s a distinction to make: The set of features you choose to build is one thing. The level you choose to execute at is another. You can decide whether or not to include a feature like ‘reset password’. But if you decide to do it, you should live up to a basic standard of execution on the experience side.
Features can be different sizes with more or less complexity, but quality of experience should be constant across all features. That constant quality of experience is what gives your customers trust. It demonstrates to them that whatever you build, you build well.
What UI really is (and how UX confuses matters)
An Article by Ryan SingerPeople mix the terms UI and UX together. UX is tricky because it doesn’t refer to any one thing. Interface design, visual styling, code performance, uptime, and feature set all contribute to the user’s “experience.” Books on UX further complicate matters by including research methods and development methodologies. All of this makes the field confusing for people who want to understand the fundamentals.
That’s why I avoid teaching the term ’UX.’ It means too many things to too many different people. Instead I focus on individual skills. Once you understand the individual skills, you can assemble them into a composite system without blurring them together. For software design, the core skill among all user-facing concerns is user interface design.
The Pale King
We change them and are changed
"We fill pre-existing forms and when we fill them we change them and are changed."
— Frank Bidart, Borges and I
Displacement
...the man fitted to his job like a man to the exact pocket of space he displaces.
What's wrong?
Pay attention, boy. The next suitable person you're in light conversation with, you stop suddenly in the middle of the conversation and look at the person closely and say, "What's wrong?" You say it in a concerned way. He'll say, "What do you mean?" You say, "Something's wrong. I can tell. What is it?" And he'll look stunned and say, "How did you know?" He doesn't realize something's always wrong, with everybody. Often more than one thing.
Narrative codes
The idea, as both sides' counsel worked it out, is that you will regard features like shifting p.o.v.s, structural fragmentation, willed incongruities, & c. as simply the modern literary analogs of 'Once upon a time...' or 'Far, far away, there once dwelt...' or any of the other traditional devices that signaled the reader that what was under way was fiction and should be processed accordingly. For as everyone knows, whether consciously or not, there's always a kind of unspoken contract between a book's author and its reader; and the terms of this contract always depend on certain codes and gestures that the author deploys in order to signal the reader what kind of book it is, i.e., whether it's made up vs. true. And these codes are important, because the subliminal contract for nonfiction is very different from the one for fiction.
An enormous machine
The couple of years in question here saw one of the largest bureaucracies anywhere undergo a convulsion in which it tried to reconceive itself as a non- or even anti-bureaucracy, which at first might sound like nothing more than an amusing bit of bureaucratic folly. In fact, it was frightening; it was a little like watching an enormous machine come to consciousness and start trying to think and feel like a real human.
Abstruse dullness
Consider, from the Service's perspective, the advantages of the dull, the arcane, the mind-numbingly complex. The IRS was one of the very first government agencies to learn that such qualities help insulate them against public protest and political opposition, and that abstruse dullness is actually a much more effective shield than is secrecy. For the great disadvantage of secrecy is that it's interesting.
To hide or dissemble
Fact: The birth agonies of the New IRS led to one of the great and terrible PR discoveries in modern democracy, which is that if sensitive issues of governance can be made sufficiently dull and arcane, there will be no need for officials to hide or dissemble, because no one not directly involved will pay enough attention to cause trouble.
Distraction
To me, at least in retrospect, the really interesting question is why dullness proves to be such a powerful impediment to attention. Why we recoil from the dull. Maybe it's because dullness is intrinsically painful; maybe that's where phrases like 'deadly dull' or 'excruciatingly dull' come from. But there might be more to it. Maybe dullness is associated with psychic pain because something that's dull or opaque fails to provide enough stimulation to distract people from some other, deeper type of pain that is always there, if only in an ambient, low-level way, and which most of us spend nearly all our time and energy trying to distract ourselves from feeling, or at least from feeling directly or with our full attention.
The Manual
I don't believe I have anything to say that isn't in the code or Manual.
In a stare
Being in a stare referred to staring fixedly and without expression at something for extensive periods of time. It can happen when you haven't had enough sleep, or too much sleep, or if you've overeaten, or are distracted, or merely daydreaming. It is not daydreaming, however, because it involved gazing at something. Staring at it. Usually straight ahead—a shelf on a bookcase, or the centerpiece on the dining room table, or your daughter or child. But in a stare, you are not really looking at this thing you are seeming to stare at, you are not even really noticing it—however, neither are you thinking of something else. You in truth are not doing anything, mentally, but you are doing it fixedly, with what appears to be intent concentration. It is as if one's concentration becomes stuck the way an auto's wheels can be stuck in the snow, turning rapidly without going forward, although it looks like intense concentration. And now I too do this.
We infantilize ourselves
Here in the US, we expect government and law to be our conscience. Our superego, you could say. It has something to do with liberal individualism, and something to do with capitalism, but I don't understand much of the theoretical aspect—what I see is what I live in. Americans are in a way crazy. We infantilize ourselves. We don't think of ourselves as citizens—parts of something larger to which we have profound responsibilities. We think of ourselves as citizens when it comes to our rights and privileges, but not our responsibilities. We abdicate our civic responsibilities to the government and expect the government, in effect, to legislate morality.
Doubling
Obetrolling didn't make me self-conscious. But it did make me much more self-aware. If I was in a room, and had taken an Obetrol or two with a glass of water and they'd taken effect, I was now not only in the room, but I was aware that I was in the room. In fact, I remember I would often think, or say to myself, quietly but very clearly, 'I am in this room.' It's difficult to explain this. At the time, I called it 'doubling', but I'm still not entirely sure what I meant by this, nor why it seemed so profound and cool to not only be in a room but be totally aware that I was in the room.
Strings and clots
The walls' texture was mostly smooth, but if you really focused your attention there were also a lot of the little embedded strings and clots which painters tend to leave when they're paid by the job and not the hour and thus have no motivation to hurry. If you really look at something, you can almost always tell what type of wage structure the person who made it was on.
More by accident
In an intentional bout of concentrated major thinking, where you sit down with the conscious intention of confronting major questions like 'Am I currently happy?' or 'What, ultimately, do I really care about and believe in?' or— particularly if some kind of authority figure has just squeezed your shoes—'Am I essentially a worthwhile, contributing type of person or a drifting, indifferent, nihilistic person?', then the questions often end up not answered but more like beaten to death, so attacked from every angle and each angle's different objections and complications that they end up even more abstract and ultimately meaningless than when you started. Nothing is achieved this way, at least that I've ever heard of. Certainly, from all evidence, St. Paul, or Martin Luther, or the authors of The Federalist Papers, or even President Reagan never changed the direction of their lives this way—it happened more by accident.
Wisdom
This remains largely theory, but my best guess as to his never dispensing wisdom like other dads is that my father understood that advice—even wise advice—actually does nothing for the advisee, changes nothing inside, and can actually cause confusion when the advisee is made to feel the wide gap between the comparative simplicity of the advice and the totally muddled complication of his own situation and path.
No-nonsense
Admittedly, though, however alert and aware I felt, I was probably more aware of the effects the lecture seemed to be having on me than of the lecture itself, much of which was over my head, and yet was almost impossible to look away from or not feel stirred by. This was partly due to the substitute's presentation, which was rapid, organized, undramatic, and dry in the way of people who know that what they are saying is too valuable in its own right to cheapen with concern about delivery or 'connecting' with the students. In other words, the presentation had a kind of zealous integrity that manifested not as style but as the lack of it. I felt that I suddenly, for the first time, understood the meaning of my father's term 'no-nonsense', and why it was a term of approval.
The pie has been made
"In today's world, boundaries are fixed, and most significant facts have been generated. Gentleman, the heroic frontier now lies in the ordering and deployment of those facts. Classification, organization, presentation. To put it another way, the pie has been made—the contest is now in the slicing."
Midwest sunset
For those who've never experienced a sunrise in the rural Midwest, it's roughly as soft and romantic as someone's abruptly hitting the lights in a dark room. This is because the land is so flat that there is nothing to impede or gradualize the sun's appearance. It's just all of a sudden there.
Test anxiety
It was part of a larger discussion about younger examiners and television and the theory that America had some vested economic interest in keeping people over-stimulated and unused to silence and single-point concentration. Shackleford's observation was that the real object of the crippling anxiety in 'test anxiety' might well be a fear of the tests' associated stillness, quiet, and lack of time for distraction. Without distraction, or even the possibility of distraction, certain types of people feel dread—and it's this dread, not so much the test itself, that people feel anxious about.
To fill in the gaps
It would be easy to impose on the office a whole welter of detail, explanation, and background that was actually gleaned only later and not part of my arrival and dazed scurrying about with the Iranian Crisis at all. Which is a quirk of temporal memory—one tends to fill in gaps with data acquired only later, sort of the same way the brain automatically works to fill in the visual gap caused by the optical cord's exit through the back of the retina.
Every love story is a ghost story
What hell is
He felt in a position to say he knew now that hell had nothing to do with fires or frozen troops. Lock a fellow in a windowless room to perform rote tasks just tricky enough to make him have to think, but still rote, tasks involving numbers connected to nothing he'd ever see or care about, a stack of tasks that never went down, and nail a clock to the wall where he can see it, and just leave the man there to his mind's own devices.
No place it hadn't already been
He imagined that the clock's second hand possessed awareness and knew that it was a second hand and that its job was to go around and around inside a circle of numbers forever at the same slow unvarying machinelike rate, going no place it hadn't already been a million times before, and imagining the second hand was so awful it made his breath catch in his throat and he looked quickly around to see if any of the examiners around him had heard it or were looking at him.
The word invents itself
Posits certain neologisms as arising from their own cultural necessity—his words, I believe. Yes, he said. When the kind of experience that you're getting a man-sized taste of becomes possible, the word invents itself.
Unborable
The underlying bureaucratic key is the ability to deal with boredom. To function effectively in an environment that precludes everything vital and human. To breathe, so to speak, without air.
The key is the ability, whether innate or conditioned, to find the other side of the rote, the picayune, the meaningless, the repetitive, the pointlessly complex. To be, in a word, unborable. I met, in the years 1984 and '85, two such men.
It is the key to modern life. If you are immune to boredom, there is literally nothing you cannot accomplish.
Institutional structure
'That was all he said it seemed like I needed, just to talk to somebody with no bullshit, which was what the Zeller Center doctors didn't realize, or like they couldn't realize it because then the whole structure would come down, that here the doctors had spent four million years in medical school and residency and the insurance companies were paying all this money for diagnosis and OT and therapy protocols, it was all an institutional structure, and once things became institutionalized then it all became this artificial, like, organism and started trying to survive and serve its own needs just like a person, only it wasn't a person, it was the opposite of a person, because there was nothing inside it except the will to survive and grow as an institution.'