Learning the hard way!
June 13, 2008
Research papers and many experienced usability practitioners insist that users rarely read text or instructions shown on the screen. Users just want to move on, to click on the next action to achieve their goals.
I got to witness this the other day when we were conducting some user testing on a new application. The introduction page was nicely written in short sentences with step by step instructions about how to use the application. This page had a big button at the bottom. When users saw the page, they directly clicked on the button without reading the instructions. When the they got on the next screen , they were confused about what was happening.
So, for the first time I got to experience what I already know, and I still felt “How did they skip that?”.
So it just reinforced about what I learned was right and gives me a good story to tell while explaining about the importance of not having too much text.
June 13, 2008 at 4:33 pm
Well said.
I totally agree.
Users are lazy and hate reading any more than is necessary….especially instructions:)
Also, i think that next time we should definately get some users that AREN’T dyslexic ‘cos that didn’t help us one bit! :0)
June 13, 2008 at 4:34 pm
Perhaps a better way to have done it would be to give only sufficient instruction necessary for that screen rather than bombard them with a whole lot of information at one go?
There’s wizardry in wizard-driven applications!
June 14, 2008 at 4:09 am
Yat, neat! I think what would be best would be to design intuitive applications, basically high on affordance. Therefore, I am not too keen on instruction text either. i think most users learn through trial and error rather than read how to go about it….
Looking forward to ur next post!
June 16, 2008 at 4:59 am
Its always humbling to see your mental model getting smashed by the user.. welcome to the world of design
I guess reinforcement by repitition is the key. In the games I’ve played (PC or mobile), all great ones ‘help’ at various points during first-time play. And even after the player is familiar with the interface, ‘help’ is placed at not more than a couple of clicks away.
In-game help is a great way to hand-hold the user. But it requires lots of extra effort and time which most in the industry dont have.
June 16, 2008 at 7:39 am
Yats – a very good beginning, congratulations! We always hear that users don’t read, users don’t read. I agree and disagree.
Users do read under certain circumstances, one of it when they understand that things have gone wrong (or not according to the way they expected!). Lets understand when they really read… it will give us cues about good design.
Understanding users’ Intrinsic and Extrinsic motivation will also give us cues about when will users read.
June 17, 2008 at 12:59 pm
Yats, I think the problem lies elsewhere. Quoting your post -”The introduction page was nicely written in short sentences with step by step instructions about how to use the application. This page had a big button at the bottom.”
The problem is the “big button” at the bottom of the screen. Since the eye first moves to the biggest thing on the screen, your users clicked the “big button” and did not read the text. Therefore, its about where and what you want the users to focus!
July 7, 2008 at 8:06 pm
Okay, do you think instructions should be as step-by-step as this? http://www.flyyoufools.com/for-your-own-security/
February 11, 2009 at 11:42 am
i am not an expert at design….just an ordinary user. But your observation is correct. Appropriate design can improve user experience and effectiveness.