Software Controls Users

I’m often surprised that some of the most valuable lessons I learned back in the late 1980’s have not become standard practice in software development. Back then, I worked for a small software development company in Western Massachusetts called The Geary Corporation. The co-founder and owner of the company was Dave Geary, a guy I feel so fortunate to have learned so much from at a formative stage in my career. He was truly ahead of his time in the way that he viewed software development. In fact, my experience shows that he is ahead our current time as most software developers have not caught up with his ideas even today. I’ve written about these experiences before because I can’t help but view today’s software through the lens that Dave helped me to develop. A couple of incidents recently have me thinking about Dave again.

I was talking to my mother the other day about the … With Friends games from Zynga. You know those games: Words With Friends, Scramble With Friends, Hanging With Friends, and so on. They’re rip-offs of other, more familiar games: Scrabble, Boggle, Hang Man, and so on. She was saying that she stopped playing Hanging With Friends because the game displayed the words that she failed to guess in such a small on her Kindle Fire and so quickly that she couldn’t read them. Think about that. Zynga lost a user because they failed to satisfy her need to know the words that she failed to guess. This is such a simple user interface issue. I’m sure Zynga would explain that there is a way to go back and look for those words if you are unable to read them when they flash by so quickly. But a user like my mother is not interested in extra steps like that. And frankly, why should she be? She’s playing for fun and any additional hassle is just an excuse to stop playing. The thing that surprises me about this, though, is that it would be SO easy for Zynga to fix. A little bit of interface testing with real users would have told them that the font and speed at which they displayed the correct, unguessed word was too small and too fast for a key demographic of the game.

My university is currently implementing an amazingly useful piece of software, DegreeWorks, to help us with advising students. I can’t even tell you how excited I am that we are going to be able to use this software in the near future. It is going to make my advising life so much better and I think students will be extremely happy to be able to use the software to keep track of their progress toward graduation and get advice about classes to think about taking in the future. I have been an effusive cheerleader for the move to this software. There is, however, a major annoyance in the user interface for this software. On the first screen, when selecting a student, an advisor must know that student’s ID number. If the ID number is unknown, there is no way to search by other student attributes, such as last name, without clicking on a Search button and opening another window. This might seem like a minor annoyance but my problem with this is that I NEVER know the student’s ID number. Our students rarely know their own ID number. So EVERY SINGLE time I use this software, I have to make that extra click to open that extra window. I’m so excited about the advantages that I will get by using this software that I am willing to overlook this annoyance. But it is far from minor. The developers clearly didn’t test their interface with real users to understand the work flow at a typical campus. From a technical standpoint, it is such an easy thing to fix. That’s why it is such an annoyance to me. There is absolutely no reason for this particular problem to exist in this software other than a lack of interface testing. Because the software is otherwise so useful, I will use it, mostly happily. But if it weren’t so useful otherwise, I would abandon it, just as my mother abandoned Hanging With Friends. When I complained about this extra click (that I will have to make EVERY time I use the software), our staff person responsible for implementation told me that eventually that extra click will become second nature. In other words, eventually I will mindlessly conform to the requirements that the technology has placed on me.

Dave Geary taught me that when you develop software, you get the actual users of that software involved early and often in the design and testing. Don’t just test it within your development group. Don’t test it with middle management. Get the actual users involved. Make sure that the software supports the work of those actual users. Don’t make them conform to the software. Make the software conform to the users. Otherwise, software that costs millions of dollars to develop is unlikely to be embraced. Dave’s philosophy was that technology is here to help us with our work and play. It should conform to us rather than forcing us to conform to it. Unfortunately, many software developers don’t have the user at the forefront of their minds as they are developing their products. The result is that we continue to allow such software to control and manipulate our behavior in ways that are arbitrary and stupid. Or we abandon software that has cost millions of dollars to develop, wasting value time and financial resources.

This seems like such an easy lesson from nearly thirty years ago. I really don’t understand why it continues to be a pervasive problem in the world of software.

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