Category Archives: usability

Kindle Review

Update 10/1/09: Amazon has quietly raised the price of most new books to $15.  They are, more or less, a monopoly provider, so they can and no doubt will raise the price of books as they gain market share.
There has recently been  discussion about using Kindle for student textbooks. I got a Kindle 2 this summer and have been using it.  Here’s my review of the Kindle, with special attention to its potential for textbooks.  (The Kindle DX has a larger screen, but not so much larger that my points below don’t apply.)
IN SUMMARY:

What I like about the Kindle:
  • portability, the ability to carry a lot of text with me and read whenever, wherever;
  • syncing with iPhone, so that I have my Kindle books with me on the phone — e.g., waiting at the vet today I read some of the novel I’m reading, on the iPhone;
  • string searching within the text (but with problems — see below);
  • the ability to change text size: e.g., I use it on cardio machines at the gym and make the text large enough to see whatever the distance;
  • built-in dictionary: highlight a word and the definition pops up. For specialized vocabularly such as used in a scholarly book or textbook, however, it’s not very useful;
  • And price: $10 for most books from Amazon.  But this varies: Routledge has started putting out scholarly books on Kindle an the prices range from $15 to $30 and more.

There are limits on what’s available.  For my upcoming trip to Burma, of the fiction and non-fiction books about Burma that I’m trying read. only one, a novel, is available in Kindle edition.  I’d really like a couple of the more important non-fiction books on the Kindle: easier to carry; easier to search for place names; and less likely to incite the interest of authorities who might confiscate those books as I enter the country.

What I find most difficult for textbook-like or scholarly reading:
  • the decontextualization of the content, and
  • the near-impossibility of highlighting and annotating in a meaningful way.

For my own purposes, I like the Kindle for reading fiction.    I would not use it for professional reading that I want to understand, annotate, and go back to. I would not use it for books I want to keep; only those I will read and delete.

——-
For those who want to read more:

The Kindle is, like a computer screen, a small window on the text, considerably less than a page, even of a small book; and suffers from the computer screen’s lack of context.  It’s hard to see how a topic is related to others; to flip through a lot of pages quickly; to know where you are in the text; or see how long a section is.  The Kindle has a progress bar on the bottom of the screen and the text locations are numbered, but it doesn’t give the intuitive sense of location that a book does.  If I’m 70% of the way through my book – that doesn’t tell me whether it’s a big book or a small one, and how many pages that represents.  It’s even harder to know how many pages until a chapter break or the end of a section.

It does offer the option of looking at a table of contents, and searching for text strings, and you can page through the text, but, again, it’s more like moving through an online document, although a little slower than on a computer.  It doesn’t scroll, it pages.  It’s quite fast enough for reading, but not for skimming or thumbing.

Although text can be highlighted or annotated, it’s slow and tedious. The Kindle control for highlighting text is a tiny button.  The highlight itself is merely a light gray underline. I use a variety of kinds of highlights to mark my own texts, to distinguish major and minor points, outline the author’s argument, or number the topics or points made; not possible on Kindle.

Adding a note requires several steps: (1) hit menu key (2) use small button to scroll down to “add a note or highlight” (3) click (4) move cursor on page of text to where note should be (5) type on the tiny keyboard (I’m a fast, touch typist and this is slow) (6)  scroll to “save note” on screen and (7) click. Once you’ve added a note, it looks like a linked endnote, a superscript number.  You have to click on the superscript to see the note. Nowhere near as easy or as visible as, say, adding a virtual sticky to a PDF document, let alone writing in the margin.

String searching is useful, but is like using a book indexed by an obsessive-compulsive indexer. You have to (1) hit menu key; (2) scroll to search; (3) click; (4) type the term on small keyboard; (5) click “find.”  The result is a series of 2-line quotes for every use of that term.  if you can’t tell by that snippet whether a section is the one you want versus, say, a passing mention, and the term or phrase is used often, this could be a very long, tedious process.

Finally, a minor point but one that is getting more important as I have more books.  Books on the Kindle are listed by auathor and title.  Again, the lack of physical cues can be a problem: which is the skinny red book you used for X? The big textbook from Prof. B’s course?  This may seem minor, but I find some of my Kindle books sinking into an undifferentiated list — especially the ones I haven’t read yet.  The thumbnails of covers that Amazon uses on its site would be very helpful.  For example, one of my unread books  is “The Glass Palace”:  is this a current novel I just read a good review of?   No,  it’s an older novel set in the Burma of the British occupation. (That phrase has significance in Burma.)

For my own purposes, I like the Kindle for reading fiction.   I would NOT use it for professional reading that I want to understand, go back to, and re-use. I would not use it for books I want to keep; only books I want to read and delete.

How to Mess Up a Site: Google Maps Hides Street View

Oh, good idea, Google people — hide one of Google Maps’ most valuable features. Tried street view lately?  Can’t find it? Of course not. It’s now effectively hidden.

Go ahead, try.  We’ll wait.

OK, you tried and can’t get it to work?

Drag the little orange guy to the street you want.  Sure, obvious, right?

You do remember street view of South Hall, right? Well, it’s gone.

Want to know which streets have street view? Well, once you’ve figured out the secret, if you drag the little orange guy around, those streets will light up while you hold the mouse button down.

Obvious, easy, sure. No problem.  We knew that.

Personas – why is irrelevant demographic info included? And what’s wrong with doing so?

In my usability class, I often have to tell people that something is what people usually do, AND that I don’t think it is appropriate. Sometimes because it’s not useful; sometimes because the problems go deeper than that.

One of the common elements of personas as used for usability assessment and for design is that they include the fictional user’s demographics. For example, this one is from usability.gov:

persona1

What possible difference does it make to his use of the Economic Research Service that he’s “Married, 3 children, 1 grandchild”? So my first objection is simply that it’s unnecessary information.  But, more than that, this implies that this information IS relevant.  (BTW, it would be illegal to ask those questions on a job application.)

But think about what sort of a mental image this creates.  (The attractive photo helps, too.)  Now take this same person but turn him into a dowdy-looking woman “age 61, single, no children” — NOW what do you think of HER?  Do you think she would also be called, “focused, goal-oriented, strong leadership role”?  C’mon, be honest, not politically correct.

Then think about this: what are the chances that you would see such a persona saying, “Gay male, in a stable relationship”?  Maybe, in California. Try this one: a picture of a black man with dreadlocks saying “gay male, playing the field” — nah, no one would say that.  “Divorced, estranged from his kids”? But then why is a stable hetero relationship important?   But, again, what relevance does this information have? Other than to (1) draw on and (2) perpetuate stereotypes.

BTW, I was insulted when McCain defended Obama by saying “He’s a family man.”  As if having a family makes a person trustworthy.  (Domestic violence, anyone?)  And the corollary would be that, if he were NOT a family man, McCain’s followers’ accusations would be justified?

We’ve fought for decades for equal rights — and to abolish stereotypical language, stories, and jokes from the workplace.  But in the persona-development world, stereotpes are alive and well.

Change and Persistence in Digital Media

I recently bought my first Mac, an iMac, after using Windows forever.  And I still have Windows machines for my home and office desktops.  And I’m facing more than ever the dilemma of new versus enduring in digital media.

My Mac has a newer version of Word than my old machines (so I have to remember to save docs in the compatible format — which one of my older machines still won’t open).

On the Mac, I’m trying out EverNote — I’m always looking for something better than a simple wordprocessor for managing research and ideas.  I tried OneNote on my Windows laptop, but I found it clunky.  I was always having trouble getting things to format correctly.

I’ve long used Reference Manager for citation management, but haven’t been able to upgrade from RM 10 to 11 on my desktop, for reasons no one, including the RM tech support team, can figure out.  Now, not only is there not a Mac version, but it’s clear that the company is putting its creative energy into another product, EndNote (EndNote and RM used to be competitors, but one company now owns them both).  (Yes, I can migrate the db from RM to EndNote.  And yes, I KNOW I can run windows on the Mac, if I’m willing to give up the memory and deal with all the complexities.)

I’ve used TiddlyWiki for notes which are saved as HTML files– but Safari can’t save those files.  I have to use Firefox.

I’ve used Picasa, Photoshop Album, and Lightroom to manage photos.  When I moved images from Picasa to Photoshop Album to Lightroom, and then moved Lightroom images from my desktop to my external hard drive, each time I lost all the metadata. Either it can’t be done, or the correct way to do so is obscure — and I only learned this by losing my data.  (I haven’t used iPhoto for much yet.)

I have an archive of several hundred — maybe thousands — of historically important files — not mine — created in Wordperfect 5.0.  The only way I’ve found to convert them to current Wordperfect and/or RTF files is to open them one by one, and save them in a new format.  One of those jobs I keep thinking I should do, but have barely made a dent.

The last time I upgraded my mobile phone — within the same brand — I thought I had successfully transferred my contacts. When the new phone asked, “Do you want to update [sic] your contacts now?” I answered “no,” meaning, “I’ll do it later.” And when I went to install my contacts on the new phone, they were gone. I had missed my one and only opportunity.  (The time before that, I managed to transfer them but the metadata was lost — for each contact, the labels for mobile, home, and office numbers were gone.)

The point is:

  • I need to be able to access data consistently over time; and I need to be able to use newer and better tools as they become available.
  • I need to migrate data across systems: easily, with formatting and metadata preserved.
  • I need to update software and hardware without losing my previous work.
  • When software or hardware becomes obsolete, I still need to access those files.
  • And this all needs to be seamless, or at least low effort.

Until we accomplish this, our personal and collective digital memories are at considerable risk.  But clearly this is not the companies’ priority — just want to sell us the newest stuff. But how can they expect us to keep buying the new when it means that we lose our digital memories?

Usability Update

Nokia N95

Nokia N95

In my eariler post on usability snafus, I forgot the most annoying of all: I changed cellphones and transferred my contacts from the old to the new phone using the on-phone utility and bluetooth.  When I powered up the new phone, it said, “Do you want to update your contacts now?” I thought, “Not now, I’ll do it later,” and answered “no.” And wiped my data from the old phone, since I was giving it to someone else and didn’t want to forget.

I went back to my new phone to install my contacts and they were gone. I lost all my contacts due to that one little word, “now.”

Misc Usability Problems

I’m always surprised at the obvious usability failures that I run into in the course of a normal day. It’s worth documenting them, I think, to remind us that such obvious design flaws still occur. Some recent ones:

  • I’ve switched to Mac (which I’ll write  more about later).
    • But today I’m trying to transfer my Outlook calendar to iCal on my new machine. Found a utility online that should help — converts Outlook files to .ics format. But I can’t find where it put the converted file to be exported. What good does it do to create a file if I can’t find it? (Since I can sync my phone with Outlook and with iCal, I used my phone to mediate the transfer.)
    • Installing iWork has caused Microsoft Office to fail — and to try to start over and over again. And fail over and over again.
    • On the plane yesterday I managed to delete from Aperture all my photos tagged “Yellowstone” — probably thought I was deleting one. It shouldn’t be so easy to accidentally delete that many images. At the very least, I should have got a “do you really want to do this?” warning. (They’re still on my hard drive, but not in Aperture any more.)
  • The university sent faculty and staff a notice about WarnMe, a new campus alerting and warning system. Said they had activated student access earlier, and were now activating staff and faculty. Clicked on the link in email, and the Faculty/Staff link was not yet working. (Now it is, several days later.)
  • Wanted to know what Olympic coverage was on TV one night. Went to the NBC Olympics web page, which was cluttered with all kinds of info — but not this. The schedule link took me to the schedule of events in Beijing, not the TV schedule. It was either not there, or I couldn’t find it. Surely what MOST people will want to know from NBC (as opposed to, say, news organizations) is what events are on which NBC channel at what time, so this should be an obvious link.
  • Checking in for my United flight from Bozeman to Denver at 7 am Sunday — United had a planeful of people due out of a small airport and their check-in process was chaotic and slow.
    • They had only one line for everyone: those who needed to deal with an agent, and those doing self-service check-in with and without bags. The whole point of the self-service terminals, as I understand it, is to whisk those people through the process. But no.
    • When I finally got to the self-serve kiosk the agent handled my check-in instead. Maybe she thought this would be faster, but, while she could have been helping someone else, she tied up herself AND the self-service machine I had stepped up to. (And she didn’t ask me for my ID as is required. Same thing happened to others.)
    • They had only one printer for boarding passes, and only one for baggage tags, so added time was taken as people waited for their printouts and then as the agents would grab a pile of paper and try to match up the right person to each printed piece.
    • In the last week, United has instituted charges for ALL bags — which added to the confusion. They’re spending more than the $15 they charge for the first bag in staff costs to handle all this.  The check-in area at Bozeman is small; why not put up a sign telling people about the new charges?
  • TSA was no better. This was a flight full of vacationers, i.e., people who don’t know the drill for going through security. And the TSA did nothing to tell people ahead of time to take off shoes etc etc. So we were all held up as people tried to go through security unprepared.  (The foil on someone’s gum wrapper set off the metal alarm!)
  • Driving through Wyoming, looking for a side road friends had told me about. No signs. Eventually I realized that the side roads each had a sign about 100 feet up the road saying where it went. I.e., to find the turn I would have had to drive up EACH side road, to see if it was the one I wanted. (I only figured this out after I missed my turn.)
  • I’m changing campus parking passes. Logged on to buy one — all went well, including it verifying that I’m employed by UC and entitled to one, until it told me to come in and pick up my pass. Which is, of course, exactly what I’m trying to avoid, the long lines in the parking office at the beginning of the year. And surely THEY don’t want to have to deal with me f2f, either. ???

US News Best Careers: Usability/User Experience and Librarian

For what it’s worth – US News & World Reports list Usability/User Experience and Librarian among their 31 careers with the bright futures.

What Do “Regular” People Do? Technology Frustrations

Why is it that computer technology manufacturers get away with a level of incompetence and callousness that we would not tolerate from other participants in the marketplace? The only answer I can think of is that they ALL do it. Which means it’s easy for someone to have a competitive edge: be usable!

[Yes, I'm thinking about switching to Mac. I have so much invested in hardware, software, and especially in learning how to do things in Windows...But...If switching means not having these problems...]

I currently have open trouble tickets with 3 different hard/software manufacturers:

  • I upgraded Reference Manager fro 10 to 11 and now a crucial function doesn’t work
  • I upgraded Atlas ti from 5 to 5.2+ and it failed completely. After much back and forth, including several uninstalls/reinstalls, they sent me a file that seems to have solved the problem. I’m waiting to see if it keeps working.
    • Tech support chided me for not installing the additional updates — but when I installed the first update it failed completely, barring me from further upgrades.
    • My Netgear wifi router, which I bought in October and which worked for a while, has more or less failed. The signal strength, even with my laptop literally right next to the router, shows 2 out or 5 bars, and neither laptop nor cellphone can connect to it (so it’s not the laptop that’s failing, it’s the router).
      • To get tech support from Netgear, I had to register the device. Several times, I put in the serial # and it told me that the number was a dupe (had I already registered it?), but it didn’t recognize any of my three email addresses (so no, I wasn’t in the system). I had to put in several variations on the serial #, capitalizing the letters and alternating between zeros and ohs, and with and without the asterisk at the end of the number. Now I’m not sure which combination of these finally worked. Same thing happened with the password they sent me. How hard can it be to create unambiguous serial numbers and passwords?
      • Ironically, the form that asked me how hard the device was to install offered a dropdown list of several 4 digit numbers — something like 1046, 1047, and 1048. So their usability questionnaire was unusable.

    And I’m actually more technically able than most of my friends and relatives outside of the iSchool. And I have built-in tech support from the iSchool staff and our students. I can’t imagine what most of my friends would do with this level of failure.

    As it is, I’ve spent much of my time over break troubleshooting and working around these problems. I suspect I’ve spent almost as much time on the technical problems as on the work this technology is supposed to support: analyzing my data (Atlas ti) and writing several articles (Ref Mgr).

    And that’s not counting the effort that went into connecting a new 2nd monitor — which worked, but it took a while to get the resolution right. At least I knew that the problem was the resolution — again, what would someone with no tech skills do when they brought home a new monitor and found the image was wonky? Again, I’m not that technically sophisticated, but more so than most of my non-iSchool friends.

    As long as there continue to be such usability problems with hardware and software — including those as completely pointless and unnecessary as the serial number problem — computer technology will come nowhere near the level of adoption that it could have. Not to mention the amount of annoyance and frustration that it generates.

New York Times on usability

Sunday’s New York Times has an article on usability and the usability profession.

It doesn’t say anything surprising, not to people in the field, but it’s nice that the New York Times is recognizing it as it field with career opportunities. They say there aren’t enough people available to fill the jobs, and that more and more companies understand the importance of usability.

iPhone Hype

What I haven’t seen in most iPhone discussions is point raised in an article in the NY Times June 30 by Joe Nocera http://select.nytimes.com/2007/06/30/business/30nocera.html:

But deep in Mr. Pogue’s review came the paragraph that stopped me in my tracks. Pointing out that the iPhone, unique among cellphones, doesn’t have a removable battery, Mr. Pogue wrote: ‘Apple says the battery starts to lose capacity after 300 to 400 charges. Eventually, you’ll have to send the phone to Apple for battery replacement, much as you do now with an iPod, for a fee.’

Huh? That couldn’t be, could it? Did Apple really expect people to mail their iPhones to Apple HQ and wait for the company to return it with a new battery? It was bad enough that the company did that with he iPod — but a cellphone? Cellphones have become a critical part of daily life, something we can barely do without for an hour, much less days at a time.

MAIL IN a phone to replace the battery???!!!!

The rest of the article (1) tries to estimate when this would be for most users — Nocera concludes that for many this’ll be at about the time that the 2-year warranty expires, and (2) describes Nocera’s efforts to get Apple to answer his questions about this – which is, basically, they never do.