Blog Categories
04/25/2011
Driving users away: limiting users can cause bad experiences
When developing an input form for users, it's important to think of the information in terms of user experience early on in development, so both the data being entered and the form being filled can work together.
My father asked me to help him post an ad on Kijiji, an online buy-and-sell service popular in Canada. He wanted to post a want ad for a type of car he was looking for.
Everything went solidly until it came time to enter the year of the vehicle. We tried entering a date range (1998 - 2006), and the ad rejected the values, insisting they could only be numbers. We then tried 9806, and it was rejected again for being a non-accepted number (without being told what an accepted number was). After trying a number of options and getting very frustrated, we finally left it blank, and it was allowed to go through. I had mistaken it as a required field, since it came back with such a distinct error the first time I tried to fill it out.
The user experience failed in three ways:
- Required fields were indicated as required, but not distinctly so. It was very easy to visually skip over them.
- The data was being stored in the database as an integer value, even though the users may not have wanted to enter it otherwise. There was no indication that it could only be a certain number, and no option to enter it any other way.
- Non-required fields had required formatting that wasn't explained, and potentially defied user logic just to make the database function more smoothly.
So, how could these three problems have been solved?
- Make the field requirement indicator more distinct on error messages. If possible, include a written hint after a set number of preview failures ("If you're having problems, feel free to leave this blank for now.").
- Allow multiple options prior to posting the ad, like you would for a search engine. Year / Year Range / Text (older, newer, etc.) as a primary dropdown and database entry with integer fields for more detailed information would allow for a better user experience while not adding much complication or development.
- Always, always provide an example or the option to see what entry data is valid - don't expect the users to guess right. Also, don't be lazy: just because you can use number-information-only options in your database to make searching and sorting data easier doesn't mean you should, especially if it cripples users.
It's easy to chalk up this issue as user error, but when the user wants to do something reasonable (like provide a date range for a vehicle) and is unable to do so, they get frustrated. Frustrated users are driven away, and they don't come back.
11/30/2010
What a mess!
I've been trying to get this place tidied up, but I'm still not really happy with the fonts I've been picking to use with typeface.js. It will continue to be a bit of a mess for a while longer.
11/16/2009
My Take on the Canadian Television vs. Cable War
I work for a Canadian television company, and as a result, I've been heavily involved in the "Save Local Television" and "Local TV Matters" campaigns. This is my take - not speaking as an employee, but as a consumer who is acknowledging their potential bias out front.
It's a real problem. A new member of our team is someone who recently lost her job at CKX in Brandon, after the station turned off after 50 years because CTVglobemedia couldn't afford to keep it running. The goal is not to charge the consumer - the goal is to keep them informed, working, and contributing in their community.
Americans solved the same issue many years ago, but Canadians still haven't figured it out. It will eventually come to pass that cable companies have to pay for all the channels they carry, but for now they just want to take as long as possible before they have to pay - which is why they continue to fight.
The way the cable companies have phrased their commercials as a "tax" and a "bailout" infuriates me. Both words are blatant lies. Any new charges would be charged by the cable providers, not the government - ergo, not a tax. Nor is it a bailout - it's asking someone to pay for the product they sell.
I posted this metaphor on the thread over at Boing Boing on the subject, and I think it covers my view of the issue nicely:
A farmer grows a field full of apple trees, and it ripens into a huge crop. The farmer could drive only a single bushel of apples to market to sell, so he only sells to 10% of the people who wanted to buy.
Then, a man drives in a huge truck and pulls all of the apples off the trees, and sets up a roadside stand just outside of the market, getting 90% of the people who wanted apples. He sells the apples that he got for free at a price that marks up the actual process of getting the apples considerably, even factoring in his truck. The losers are the people at the market who just want to buy some apples at a reasonable price.
The television companies are the farmer. They did all the work producing what they have to offer, but have limited means to distribute it. Then the cable company (the man) comes in, takes all of his hard work for free, and sells it at a marked up price.
Granted, the farmer has a difficult time distributing it, but without the money to buy a new pickup truck that can carry more than a single bushel, he'll have a hard time fixing his distribution model.
The farmer is asking that the man with the truck pay for all the apples the farmer worked hard to grow, instead of stealing them and charging an obscene markup.
That's what the situation is about. Television companies may be lagging behind in distribution, but it still shouldn't mean that cable companies can steal their product and sell it at a markup.
10/27/2009
When to Walk Away from a Potential Client
I do a lot of consulting for people just starting up their own online businesses, or taking their brick-and-mortar online. Regardless of the differences in their location, product, or budget, there always seem to be some of the same types who pop up. These potential clients are pure poison for a small business, often taking up much of the time and resources a small business or freelancer needs to stay afloat.
They aren't interested in doing any work
One of the biggest problems with a client is getting them to understand that there's no one-click way to get their business online. Clients will have to supply you with information about their business, regular feedback on your progress, product descriptions and photographs, and more.
A client who thinks they'll be able to hand over a cheque at the beginning and get a finished product at the end with nothing on their part in between isn't worth having - they're too much hassle and too much of a time dump.
They think you can do everything
An expansion on the client above, this client expects that you will be the one to take their product photos, write their business history and employee biographies, build their web layout, set up all their email accounts, and design their logo.
The odds of finding a development team - especially a smaller one-, two-, or three-person group - that can do everything under the sun is very low, especially in the short time frames that these clients often expect.
Your business may offer a number of other services, but never work with a client who assumes you're a one-stop shop when they only ask about one thing. Your skills vary, and you shouldn't be expected to be a master of all trades for the payment of one.
They offer stock options as payment
The client has a billion-dollar idea. They think they're the next Mark Zuckerberg. All they need is... for you to develop the entire high-security million-user backend for them. Once you're all done with that and the money starts pouring in, you'll be rich beyond your wildest dreams thanks to the stock in the company they paid you.
The best advice for clients like these: run. Most billion-dollar ideas don't come from people who have no idea how to do their development themselves. Bill Gates, Evan Williams and Biz Stone, and Jeff Bezos all knew more than a little about programming when they started out - any good idea man will take the time to invest a bit of education on his product first.
If you do take on this client, you will be working for free. So don't bother - if they were really interested in their project, they'd secure a small business loan to pay you in the very least.
They offer you more work in the future instead of paying you now
This client "wants to see how well you'll do." They demand all the work done first, and then they'll pay you - if they like it. This is spec work, and you'll probably never see a dime from them.
Unless the client is prominent and respected in the community - and more importantly, someone you know previously and can trust - you have no reason to work for free. Even if they do decide to pay for future jobs, they'll usually offer too little for you to ever make up for the work you've already done for them.
Remember to be a professional
Even if you're not interested in a client's project for any reason, you should still be professional about rejecting them. Don't tell them their project is underdeveloped, underthought, or unreasonable. Don't insult their offer or their idea. Most importantly, don't be rude.
Write a short, friendly email explaining that you're not interested in working on their project. It's not even necessary to explain that you're too busy with other clients - a simple "no" should suffice.
Sometimes, these clients will come back with an increase in how much they offer to pay. However, if they're one of the poisonous types listed above, no amount of money should sway you. After all - they don't run their businesses to make little to no money, so why should you do the same for them?
10/04/2009
Resignation
After a significant amount of thought, I have decided to resign as the advertising coordinator for the Central Canada Comic Con.
I've been providing many services for them in past years - ranging between web development, copywriting, print design, branding and motion design. I have made my best effort in helping the con grow and bring interest in comics, illustration, media, and entertainment to the province of Manitoba. The convention has grown to the second-largest of its kind in Canada, and I feel that I can no longer donate the immense amount of time it requires as a volunteer.
I will be in attendance for the 2009 convention - please feel free to stop by my table or the panel I will be sharing with Ian Sokoliwski. As well, I will still be doing my best to appear as an artist in future years. However, my role as a contributor donating my time will be over.
I wish all the volunteers the best of luck in future years.