Under Development - Launching Feb 2018
When we watch people having issues with our designs, we often make every attempt to improve the interface for better usability. But have you ever watched a usability test and found yourself faulting the user, calling him “the wrong type of customer,” “stupid,” or worse? One of the more offensive labels I have heard assigned to users is “lazy.” If the design offers everything users need, why are they doing the task wrong? If they would just read a little more, scroll a little more, or explore the features a little more they would find the right way to do things.
Instead of accusing the users, try to understand the reasons behind their actions so you can create designs that align with natural human behavior. In particular, watch out for the following 3 common user behaviors that make the user seem like the lazy culprit when, in fact, they represent examples of efficient human behavior that we need to design for:
Device inertia
Momentum behavior
Selective attention
Users tend to choose the path of minimum effort. And all the listed behaviors represent situations where the user’s perceived benefit of taking a better action is too small compared with the perceived cost. The alternative path is considered inefficient (too expensive in terms of user effort) and not worth it. Also, the alternative path may simply be undiscoverable or invisible to the user.
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