Home Design Don't Make Me Wait! User Perception of Time & Software Speed Don't Make Me Wait! User Perception of Time & Software Speed
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Slowness and long wait times in software and interfaces can negatively alter the user experience as well as lowering the overall impression of the product. This is exacerbated by advancing technologies and increased user expectations leading end-users to become more demanding. There are, however, methods that can be employed to significantly improve user experience altering users’ perceptions of wait times. This presentation will cover techniques in managing the perception of speed in human machine and computer interaction – specifically within web and application interfaces. The psychology behind waiting, managing time spent waiting from a UX perspective and practical applications to manage the perception of speed in software interfaces will also be discussed.
Text of Don't Make Me Wait! User Perception of Time & Software Speed Dont Make Me Wait! User Perception of Time & Software Speed Chris Kiess, MLS, MS ABOUT ME chriskiess.net @chris_kiess Senior UX Designer, GN ReSound RESOURCES #hcitime slideshare.net/ckiess/ chriskiess.net/timeresources Science of Waiting Humans & Computers Techniques & Applications 1 2 3 Science of Waiting 1 WAITTIMES ELEVATOR DOOR CLOSE BUTTON ON Mirror, mirror the wall For disappearing acts, it's hard to beat what happens to the eight hours supposedly left after eight of sleep and eight of work. ~Doug Larson Things are not always as they seem 3 Concepts in Time Perception Make it appear faster Make it faster Make it tolerable MAKE IT FASTER Performance vs. Responsiveness Benchmarks/Standards Weber Ratio (JND) MAKE IT APPEAR FASTER Psychological Time Perception vs. Reality Pliancy More than meets the eye TOLERANCE Inaccurate / Subjective Vierordts Law Relative PERCEPTION Service = Minus Expectation PLAY Its Hard too Catch-up Ball TOLERANCE THRESHOLDS .5 1.0 sec. = Immediate .1 - .2 sec. = Instantaneous 10 -12 sec. = Attention (single task) 2 5 sec. = Continuous Humans & Computers 2 HCI is Communication WHAT IF HCI MIMICKED OUR OWN INTERACTIONS? THEY WOULD How long it will take Tell us input is received Manage tasks in background THEY WOULD ALSO Anticipate common pathways Free us for other tasks Simply respond and reassure OUR RELATIONSHIPS 12 Techniques & Applications3 1. Create User Flow User Control Challenge Users Goals & Feedback 1 2 3 USER FLOW Challenge Skills Match Vary Skill Levels Beginner vs. Expert Software Modes / Preferences GIVE USERS SENSE OF CONTROL Forgiveness Provide Options Undo, Escape Hatches, Back Buttons the flow experience is typically described as involving a sense of control or more precisely as lacking the sense of worry about losing control. ~ Mihaly Csikszentmihalyi Minimize Interruptions AVOID ANXIETY AVOID UNCERTAINTY GOALS & FEEDBACK Precise Language Prompt Feedback Trim Information & Descriptive Buttons Hick-Hyman Law 2. Use Time Anchors Time Anchor Matrix 1 2 3 5 10 15 10 20 30 USING TIME ANCHORS Installation will be between 3 and 5 minutes The download will take about 30 seconds Time remaining: 10 minutes TIME ANCHOR USE Ranges prevent users from holding us to exact numbers Never skip over a number when representing ranges Use anchors for countdown units in timers 3. PROGRESS INDICATORS PROGRESS INDICATOR - GENERAL GUIDELINES 0-2 Seconds - No Indication Needed 2-5 Seconds - Busy Animation 5-X Seconds - Progress Indication Needed 10+ Seconds - Cancel Button PROGRESS INDICATOR DESIGN Avoid Time Elapsed Time vs. Work Units Never Increase Time Unit Increments NO SPECIFICITY BE SPECIFIC Never start at zero How long will it take? Use time anchors DESCENDING DURATIONS & NONLINEAR PROGRESS BARS FINAL COUNTDOWN 4. PREEMPTIVE START No clear start or end time less ability to estimate duration 5. EARLY COMPLETION & INVISIBLE DECONSTRUCTION Finish details & deconstruct in background Ends process early 6. CONTINUOUS DURATIONS Avoid segmentation of processes Get input upfront & automate process Fire & Forget! Doctors Segmentation at the Office USER Holding the Captive 7. MEANINGFUL DIVERSION DISNEY The Fast Pass BAGGAGE CLAIM 8. WORTH THE WAIT WOULD WAIT AGAIN THEY WILL WAIT AGAIN 9. UNDERSCORE VALUE 10. SET EXPECTATIONS & EXCEED THEM 11. OFFER CONTEXTUALIZED FEEDBACK Your system does not meet the minimum requirements TIME PERCEPTION 12. INCLUDE IN DESIGN & TESTING PROCESS METHODS TESTING ROOT CAUSE EXPERT REVIEW SUMMARY MODEL REAL WORLD TIME = SUBECTIVE INTEGRATE INTO DESIGN When a man sits with a pretty girl for an hour, it seems like a minute. But let him sit on a hot stove for a minute and it's longer than any hour. That's relativity. ~Albert Einstein QUESTIONS