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We consider using the context switch if the user must frequently access
several screens in a nonsequential pattern. More than five or six such
navigation options requires a different approach, since there is room
for only five or six buttons across the screen. Note that we resist using
icons on those context switch buttons. Cryptodesign would suggest adopting
the tool ribbon model given in most word processors--as is done by the
unwary. However, we usually recommend buttons with labels because casual
users have difficulty interpreting icons! We also avoid toolbar ribbons
because they present small mouse pointer targets! But note that for word
processing and drawing tools these features are fine because the small
icons leave space on the screen for the document.
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Previously we mentioned interviewing users to learn their task flow.
For many developers this is old hat, for others it's new. For both however,
the danger of cryptodesign remains. That is, even though interviews are
dutifully obtained, database structures creep into the UI architecture
instead of task flow structures. Database structures appeared in the catalog
order application mentioned earlier and made life difficult. The user
could navigate to the Order module or the Invoice/Returns module, but
could not handle a return within an order.
Soul design has us sit with users and see what patterns emerge from their
work. We estimate that 80% of the risk in any project hinges on getting
the task flow clearly represented in the UI architecture. You can manage
this risk holding back on "screen design" until you've finished
the first four steps in the accompanying chart Software
Ergonomics: It's Role Throughout System Development?.
We're fortunate in getting recent evidence that sociable interaction
with users pays off. In the March 1995 issue of Communications of the
ACM, Mark Keil and Erran Carmel report that 14 successful projects they
investigated had an average of 5.6 different types of "links"
between developers and customers. On the other hand, 14 unsuccessful projects
had an average of 3.2 such links, with 10 out of the 14 using either zero
or only one direct link between developers and customers. The lesson is
clear. Soul-designers listen to users. Cryptodesigners listen to themselves.
How do we develop direct links with end-users? The interview is the basic
technique. Combat requires sharing ideas. We've included instructions
on conducting a good interview (see next page). Bring it with you to make
sure you do it right. Other sociable techiques include: Joint Application
Design (JAD), showing prototypes to customers for comment, testing with
prototypes, getting input from users using paper surveys and e-mail, observation,
and focus groups. Out of the 15 types of user links mentioned by Keil
and Carmel, three required interviews with an intermediary between developers
and users. Intermediaries included marketing, sales, and help desk personnel,
and user representatives. In each case, be sociable. Ask questions. Find
problems --it stops cryptodesign dead.
In future articles we'll show how to translate the task flow you find
into good UI architecture. We already mentioned the context switch as
one possible architecture. We'll give you defense strategies against other
cryptodesign temptations such as pull-down menus, icons, and mouse usage!
We'll also show you how to create a useful screen design standard. And
we'll describe the cryptodesign battle in which a large national organization
spent $500,000 on screen standards that were best used as a door stop.
Until then, go for soul. Talk to users – and beware of windows!
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