Ask Eric: Questions & Answers

October 22, 2004 – submitted by Bola Adeeko of USA

Question: There is a massive interaction between users and computer games. Can tell me how ergonomics are incorporated in a computer game ?

Eric's response: There are really two different ergonomic issues in computer games. First, complex and confusing interactivity can detract from the game. Ergonomics allows us to create setup facilities, control sequences, displays, and game management facilities that do not get in the way. These aspect of the game should disappear from the user's awareness; allowing the sense of direct interaction with the game environment and content.

Beyond this classic ergonomic concern is the issue of emotional design. Since the late 70s I have been fascinated with research into why games are motivating. We must PAY business users to operate software. But at an amusement arcade people pay simply for the online experience; without hope of tangible reward.

There are a whole set of motivations that are incorporated into computer games and it may be that there are classes of users who are drawn to each type of reward. One example is the general human need for a sense of efficacy. Another is social interaction (as in MUDs). The usability field is progressively paying more attention to this area. We can therefore expect models that allow us to design more highly motivating games. In addition, I expect we will become more sophisticated in measuring the emotional quality of games.

One particularly interesting problem is the game experience over long periods of use. It is trivial to test the reaction to a game after the first hour of play. But how do we measure how a game will do over a YEAR? We only have a few weeks to run the whole test. In measurement of performance we can use task modeling to predict the efficiency of a given design after years of practice. But in the motivation area, we have only so such modeling (but we need it!).

September 23, 2004 – submitted by Soheil Abbasi of Iran

Question: Hello Eric
It is very kind of you if you could tell me the ways to manage and create a usable and accessible CONTACT page of a Web site that is Multi-Languages with 5 email address for 5 uses and a comment form. Thanks a lot. Sincerely, Soheil Abbasi

Eric's response: It is indeed rare to find a site with five languages on one page. It is far more likely to find that the user switches between language versions. In this case the correct contact FOR THAT LANGUAGE can be shown on the selected version.

If you DO have choices, simply make sure that the choices are shown in the native language. Don't expect that everyone knows what their country or language looks like in English.

May 24, 2004 – submitted by Anonymous

Question: In your opinion, what are some of the pitfalls associated with applying "standard" desktop GUI design approaches to small screen, hand held devices?

Eric's response: The user-centered design process applies perfectly to small screen devices, as does the literature in user interface design. Our process and insights all work for ANY type of interface. There are some specific insights and research that apply to handheld devices. For example we often have to have a deeper interface structure because fewer choices will fit on the first screen. But the core methods and principles are just fine.

May 13, 2004 – submitted by Mari Lee of USA

Question: I am designing a touch screen kiosk for business users and want to know recommended font size and target (touch) size for a 15 inch (diagonal) screen in 1024 x 768 resolution. THANK YOU!!

Eric's response: To get the best font size, measure the distance from the screen to your user's eye. Consider various sized users, and take the longest of those distances. Divide the distance by 200. This is the font height you need. Make touch areas as large as possible. Keep them at least 1/2 inch square.

April 17, 2004 – submitted by Villy Buenaventura of Quezon City, Philippines

Question: Why do companies always use the female voice for their interactive voice response (IVR)?

Eric's response: They don't always. However research shows if you want people to feel served and cared for a female voice is better. When you want to give authoritative Instructions, use a male voice.

February 21, 2004 – submitted by Anonymous

Question: I'm curious if you have performed, or come across, research that addresses how user-centered design principles/strategies can be employed within large enterprises and IT organizations to enhance employee productivity, reduce support costs, etc. as the workforce globalizes.

Can you direct me to specific articles, books that address the future (5 to 10 years) of user-centered design in the enterprise world?

Eric's response: Wow, that is a complex question!

There is indeed lots of research on the benefits and ROI of usability work in large business situations (c.f., NNG report). There are large improvements in productivity, call handling time, function usage, etc.

Making software address cross cultural issues is a specialized field in itself. It is often referred to as internationalization (abbreviated I18N). A good place to start is www.webofculture.com. A good book general reference for GUI designers is Global Interface Design: A Guide to Designing International User Interfaces, by T. Fernandes, published in 1995 by AP Professional in Boston. This book has sections on visual design, international formats, cultural issues, symbols and taboos, and cultural aesthetics. It also has examples of good and bad international GUI designs.

In terms of the ways in which usability will evolve in organizations I suggest my book Institutionalization of Usability: A step by step guide. You can order this from our Web site. In it I describe the HUGE change that is now taking place as we move toward a mature usability capability as a routine and efficient part of the organization's development community.

January 6, 2004 – submitted by Ishtar Joren of Stamford, CT

Question: I came across an interesting question at a meeting. My team wants to put up flash interactive games on the Web site (the site has to do with animal protection) which is being targeted at teens. And everyone believes that teens love Web sites with games on them. I am not able to find a reliable source of information to verify this and to find what kind of games are 'liked'. Do you have anything to say about this? Thanks a lot!

Eric's response: We recently completed a very interesting usability test. It was targeted at teens. Basically, we found that they went to the site for the core content. They were NOT interested in gratuitous stuff like games, video trailers, and wallpaper. The company had spent Millions on this material; but the kids wanted the core content only.

If you REALLY want to make a game that will capture kids attention, you will probably have to provide at least the quality of the professionally created games that they have ready access to. My feeling is provide interesting insights into animal protection.