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Figure 3: Incorporate an object to make
an action icon clear.
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Other interpretation problems remain. Do not
expect similar interpretations of icons across cultures. The upheld hand
may imply "stop" in North America. However, the same gesture
in Mediterranean cultures communicates an unprintable remark. Similarly,
the trash can or mail box images common to us are not meaningful in Asia
or Europe. Icons must be tested by sample users. The authority of respected
authors may be useful as well. Apple's interface design handbook provides
an excellent start on issues of localization of international applications.
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Reduce Memory Work
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Issue: We didn't do well
on the icon test. We saw, but we didn't understand. In fact, can you honestly
affirm that you recall the meaning of all the icons on your word processor
toolbar ribbon? Only about 5% of our course participants can. Cryptodesign
says use pictures because we think we can remember them.
Solution: Soul design
says use buttons with text, or add labels to icons you design. Accept
that most icons are not instantly recognizable. Learning icon definitions
costs your firm money since users take paid time to get trained or train
themselves. Since most icons are used infrequently, it is best to avoid
constant "retraining" by attaching labels to the icons. By the
way, adding labels doesn't cost any time in interpreting labels. Scanning
a label or text-button adds only 30 to 300 milliseconds. That's one-third
of a second, at most.
Remember that tooltips are only marginal help. First, tooltips take about
two-thirds of a second to appear and be registered in our attention. In
a row of 12 icons, that's about 8 seconds of additional work. Second,
research shows that users hate to "dig" for information. In
one study, users relinquished the benefits of bringing up a dialog box
menu, and made do with what they already knew. They happily worked slower
and less efficiently. Historically, human factors specialists invented
toolbar ribbons as a solution to the problem of remembering hidden pull-down
options. Similarly, labels are the solution to remembering hidden tooltips.
But let's not be dogmatic! Omit labels on icons if you really
need to save space on the screen for drawing or word processing, etc.
and are willing to pay the penalty of training and retraining. In these
events, tooltips are great!
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Reduce Motor Work
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Issue: Icons require reaching
for the mouse to either click the icon or drag it. This is extra work
when the user is trying to keep typing. Furthermore, icons without labels
cannot display an accelerator key (e.g., Alt + key).
Solution: Any corporate,
data-entry application should be designed to help users keep their fingers
on the keyboard. Therefore, consider using regular text-labeled buttons
instead of icons. While accelerator keys can be used on text buttons or
on icon labels, the simultaneous use of two or more keys results in high
rates of typing errors. Instead, for application-wide functions use a
function key assignment, like "Take Order (F3)" on a text button.
Another symptom of losing the psy-ops war to cryptopsychosis involves
"useless" drag and drop. For example, one fax application had
two scrollable list boxes side-by-side. The left scrolled list contained
names of people in an "address book". The right scrolled list
was intended to hold any selected names for the current fax event. Much
trial and error ensued. Clicking a name in the address book failed to
send it to the right list! Only after accidentally moving the mouse while
clicking, did the user discover that he had to drag
the name to the list on the right. Since there was only one possible destination,
it is clear that drag and drop was crypto-overkill. A simple click would
do. However, if the application required the user to choose one out of
multiple destinations, then drag and drop could be suitable.
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Figure 4: Humor does not "travel"
well. (L to R: "Summary" (in a nutshell); "Execute"
(run a program); "Access Bonds" (financial program); Drill Down;
Drill Up; "Engage drag-and-drop function" (drag-on).
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Psychological warfare is as brutal as physical warfare. Icons take on
roles of both the beauty and the beast, to use a metaphor. The beauty
of icons can spruce up a dull interface. However, we need to know the
pitfalls of icons to defend the beauty against untoward advances by the
beast. The VIMM model can guide our religious use of icons. And in our
most creative moments, we may even find opportunities for the highest
use of icons--as drag-and-drop metaphors that permit direct, kinesthetic
interaction with clearly defined objects. Icons were meant to be handled.
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