Some Myths about Users
Software vendors and marketing departments have told many myths about users. These myths, in part, have lead to today's graphical interfaces and GUI-based applications. But despite all the marketing hype, these interfaces and applications bear a lot of problems for users. This guide addresses some of these problems.
As an example of such myths, we present some of Apple Computer's statements from its Human Interface Guidelines. You will find similar statements in the guidelines from other companies. Note that many of these myths about users originated in universities and scientific environments. These institutions are quite different from companies, factories or other places where business software is used. In a business setting, people work with software because it is their job, not because they are fascinated by computers.
Apple's Myths
- People are instinctively curious. They want to learn, and they learn
best by active self-directed exploration of their environment.
Our opinion: Users do not want to learn - at least not more than is absolutely necessary for carrying out their tasks. The best method for gaining this knowledge is to ask colleagues. Users do not want to explore their environment. They want to get their job done efficiently.
- People strive to master their environment. They like to have a sense
of control over what they are doing, to see and understand the results
of their own actions.
Our opinion: Of course, people want to master their software. But they do not like software which is a challenge to master. They simply want to get their job done. Of course, people do not want to look stupid - as Alan Cooper often emphasizes. So they often hesitate, or are reluctant to use a computer or piece of software. Most people can do without the challenges of complex software that is hard to use!
The second statement, however, is quite true. Users want to know what is going on in the software, what to do next, why the software reacts in the way it does, and so on. - People are also skilled at manipulating symbolic representations.
They love to communicate in verbal, visual, and gestual languages.
Our opinion: Obviously it is not the computer that people in a working environment like to communicate with, but their colleagues.
- Finally, people are both imaginative and artistic when provided with
a comfortable context. They are most productive and effective when the
environment in which they work and play is enjoyable and challenging.
Our opinion: That's why many people take courses at evening schools. Very few users of business software try to be artistic or imaginative (only when some of them try to figure out how to use a software - most of them will give up or ask for help). In addition, their job is often challenging enough. They do not need challenging software.
Source: Simplifying for Usability