“Please enter your account number”

“123456789″  “#”

“You entered 123456789.  Is this correct?”

If it’s incorrect, I can see that it’s wrong (most phones display the numbers you’re pressing).   Alternatively, I just know that it’s wrong because my motor control has evolved for thousands of years to easily interact with things about the size of my fingertip, and I can directly observe the results of my actions.

If it really is incorrect, chances are people don’t pay attention to this message anyway, similar to the ubiquitous confirmation dialog.  In either case, you’re going to have to sort through it with customer service.

10000 calls a day into customer service, with an extra 4 seconds for confirmation, assuming you get the confirmation press right and don’t mistakenly re-enter their number “just to be sure”.  You are funding an additional 11 hours a day in the off chance that this message will succeed and the re-entry will happen online instead of via a CSR.

More $ and wasted customer time.

Now, I could be completely wrong here.  Call centers have metrics out the wahzoo and I’d be surprised if they didn’t have the numbers to back up the assertion that the additional 11 hours a day they’re spending in 800 funding is less than the cost of “wasted” CSR time.

Doesn’t seem to pass the sniff test though.

As with Google Analytics and Webmaster Tools, BlogCatalog requires that you verify the ownership of your blog.  The easiest for me is adding a META tag, all I need to know is what tag to add.

“In order to verify blog ownership, BlogCatalog requires you to place a BlogCatalog Widget, link or meta-tag on your blog.”

Where is the META tag that I’m supposed to add?  I can’t find a mention of the META tag on this page, nor in their help section.  The rest of this page is dedicated to adding a BlogCatalog widget to my blog, which I don’t want to do.

It’s clear that BlogCatalog wants me added to their social network of bloggers (i.e. helping them grow) but how about returning the favour by not “requiring” me to add a BlogCatalog widget?  I say “required” because although I’m sure there’s a META tag I could add, I can find no mention of it on the BlogCatalog site apart from this one-liner.

This might have been a Speed Bump, but it quickly turned into a Road Block.  Instead of merely giving me pause, I can go no further.  A day later, I received an email from BC stating that my submission was denied because I failed to prove ownership.

And thus ends my experience with BlogCatalog.

This omission is so glaring, it almost seems purposeful.  Have they specifically left out META linking information in the hopes that I’ll take the most clearly defined and explained approach - adding a widget?

In Emotional Design: Why We Love (or Hate) Everyday Things, Norman discusses exactly this phenomenon.  When a quick read of the page gave me no additional information, I felt like they were hiding it from me on purpose and I chose to become frustrated.  In turn, my focus narrows and it’s even less likely I’ll be able to find the information I’m looking for due largely in part to my emotional state.

I’m a pretty laid back guy and don’t usually state things so bluntly, but here goes:  Don’t piss off your potential users.

Gates recently commented on this during a farewell event,

“One of the newspapers had some e-mail that I sent about how maybe Windows could have been better at something, and they said, ‘This is a shocking e-mail. Shocking!’ And I said, ‘What do you think I do all day? Sending an e-mail like that, that is my job. That’s what it’s all about. We’re here to make things better.”

My own comment on his response has nothing to do with usability, but everything to do with a comment made by Ledwell in regards to Gates’ email:

“…it takes a lot more than one-off emails to inculcate the cultural and corporate values needed to ship products with superior usability.”

I’ve nearly completed Adrenaline Junkies and Template Zombies: Understanding Patterns of Project Behavior, a terrific read from the team that brought us Peopleware.  One of those patterns is the “Film Critic”:

Film Critic: Team members or corporate spectators who have determined that the value they add to the project lies in pointing out what has gone wrong or is going wrong, but who take no personal accountability to ensure that things go right.

What really makes a Film Critic however, is the belief that one’s success can be separated from the success of the project in question.  Gates may be an exception, but for many of us whose entire office buildings can be cleaned by a single person each night, the luxury of purely spectating does not exist.

Film critics rarely have a positive effect on a project, and often a negative one.  A good friend once told me that you don’t have to reply to every email, and I took that to heart - emails from critics should get a quick scan and end up in the bin.

If you’d like to reply, here are some suggestions:

• Would they like to donate time to test new features?
• Can they provide resources (either $ or people or both)?
• Do they have any specific input from customers that would help?
• How about unique insight that their position affords them?

Do you have any film critics in your organization?  The next time someone berates the usability of your project, challenge them to constructively contribute.

Here’s the screen that appears when I search for “rob is cool”, a phrase I’m sure is at the top of Gamespot’s analytics ;)

My eyes shot down to the orange and white text below, which appear to be search results… until I read one.

“Robert Free?  Reduce De-… oh…  eww.”

The very first bit of information on the page is “Search results for…”, only to be followed by “No Results Found”, which because I know there are results, read as “X Results Found” and start scanning.

Percentage wise, let’s look at the amount of space dedicated this key bit of information.  In this tiny cutout featuring 237,500 pixels, a modest 850 (0.3%) are reserved for the word “No”.

Instead of using a Google-like “did you mean…?” to match text with games, you’re effectively searching for  advertising.  Type in “final fintasy” or “super marip brothers” and, although Google handles these quite effectively, a site dedicated to gaming does not.

I know of no better way to devalue your visitor’s time than to show them what amounts to junk mail after they make a typo.

Today, I happened to give the OS X Spaces app a second shot.  Have a look at the configuration screeen:

The number and layout of virtual desktops is specified graphically via interaction with what I would refer to as “non-standard” components.  They aren’t part of the shipping widget library, but I figured out how to use them immediately.  This is likely due to their similarity (in size and shape) with radio buttons.

The key design component is that it relies on pre-attentive variables to speed perception.  Arranged figures are of appropriate size and shape such that I immediately perceive them to represent desktops.  Before I parse a single word or component on the page, I know what I’m looking it.

On the other hand, this too would have been a perfectly acceptable way to prompt for Space configuration:

Among these, which presents a more compelling (and to be honest, “fun”) way to configure your desktop?

Of the two, it’s clear which would have taken much longer to develop.  This level of polish however, has come to typify the Apple experience.

Today, I downloaded Acrobat Reader and much to my surprise, getPlus is no longer front-and-center.  I simply downloaded the executable and installed it.

What happened to getPlus?  My interest was piqued, so I had a look around the NOS Microsystems site to see what they offer.  As it turns out, some pretty cool technology.

“We offer the only simultaneous download, extraction and installation platform available.”

Sounds pretty cool, right?  Unfortunately, it has the side effect of modifying the all-too-familiar download and installation experience from Next -> Next -> Next -> Finish into something that looks like this:

You’ll find plenty of diagrams and literature on the NOS site about their technology, how easy it is to customize and how it increases customer satisifaction through ease of use and simplicity (this, I strongly doubt).  What you won’t find is screenshots.

Countless companies employ “Download Managers”, as though the Save File functionality in Internet Explorer or Firefox is insufficient for the task at hand.  Typically these serve as advertising shells or simply an excuse to get more software on your machine.  They all miss the mark; additional software downloaded and installed under the assumption a download will be interrupted or some marginal increase in download and installation time will make up for the additional complexity.

If Adobe has indeed continued to utilize getPlus, they’ve done a terrific job of hiding the complexity so that we reap the rewards without paying the price.

I’ve been using Google Webmaster Tools to track site statistics. Surprisingly, there were many incoming links to invalid URLs, all to my old images:

From my experience with WordPress I knew that URL rewriting could fix this. I want to replace “photos” with “galleries” and I’m all set. Seemed simple enough!

Tick tock… 12:30am turned to 1:30am… turned to 3am. In the world of technology, mod_rewrite and regular expressions are just about the two last things you’d want to mess with after midnight :)

The first part is easy - match all URLs that aren’t files or directories (in case these documents do actually exist) and contain the word “photos”:

                RewriteCond %{REQUEST_FILENAME} !-f
                RewriteCond %{REQUEST_FILENAME} !-d
                RewriteCond %{REQUEST_FILENAME} photos

I could have a blog post containing the word “photos” (I don’t) but I didn’t worry about that.

Next, through the use of a RewriteRule, I need to figure out how to turn this:

http://www.allaboutbalance.com/photos/creatures/slides/Rallying%20Cry.html

Into this:

http://www.allaboutbalance.com/galleries/creatures/slides/Rallying%20Cry.html

Not only that, I want the search engine crawlers to record it as a permanent redirect (HTTP 301) and stop perpetuating these old URLs.

                RewriteRule  photos(.*) /galleries$1 [R=301,L]

The tricky bits are the $1 and [flags]. The $1 refers back to the Pattern, photos(.*), and basically writes a new URL that starts with /galleries and appends everything that matches after the word photos.

The [flags] tell the browser this was an HTTP 301 Permanent Redirect, and that for the preceding conditions, this should be the Last rule (i.e. stop processing).

References:

Apache mod_rewrite Reference @ apache.org
Regular Expressions Tutorial @ regular-expressions.info