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Creating Passionate Users: How much control should our users ...

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Saved by 7 people (1 private), first by anonymouse user on 2007-02-14


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How much control should our users have?

Usercontrolone

Highlighted by eyalnow

We all know Featuritis is bad, but what about User Control? Is more always better? The notion that a user-centric focus means putting users in control of everything-

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But when applied with abandon, user control can mean user suffering

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A huge part of the point of movies and novels is to be swept into another world--a world we do not have any responsibility for.

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Worst of all, though, is the ongoing trend toward more-is-better for the products we purchase. More choices, more options, more control. In the book The Paradox of Choice, Barry Schwartz looks at how the overabundance of products today makes buying even toilet paper stressful. We shut down when we're faced with too many choices, even when those choices are about relatively simple things.

Highlighted by eyalnow

And we don't just agonize before we choose, the vast array of possibilities has us agonizing afterwards as well. Second-guessing ourselves, continuing to check reviews, etc. Like we don't have enough stress.

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And in software programs, especially, we expect users to choose their workflow configurations way before they have the slightest idea why they'd care.

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How much control should users have?

Obviously this is a big "it depends", but the main point is to focus on the relationship between user control and user capability. As user capability (knowledge, skill, expertise) increases, so should control

Highlighted by eyalnow

The big problem is that we make our beginning users suffer just so our advanced users can tweak and tune their configurations, workflow, and output.

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[For the record, I'm a big fan of splitting capabilities into different products, or having a really good user-level modes--where you use wizards or simpler interfaces for new users, etc. Yes, they're often done badly, but they don't have to be.]

Highlighted by eyalnow

The simple rule we so often forget is: >

The amount of pain and effort should match the user's perceived payoff. >

In other words, the user has to think it's worth it.

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He stands up for synthetic happiness: "Synthetic happiness is every bit as real and enduring as the kind of happiness you stumble upon when you get exactly what you were aiming for."

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But we'll accept (and sometimes even value) pain and effort when it's worth it

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I'm probably just two button-presses away from success, but I swear the possible combinations of button-presses on my remote exceeds the number of particles in the known universe.

Highlighted by eyalnow

There's an ocean of difference between user contribution and user control. I'm sometimes afraid that the Age of User Participation will lead to the Age of Too Many People Doing Things They Are Not Qualified To Do But That Everyone Is OK With.

Highlighted by eyalnow

Putting users first does not necessarily mean putting users in charge.

I believe with all my heart in working with the user's happiness in mind (i.e. helping the user kick-ass), but part of my role is to use my specialized skills and knowledge to make that happen.

Highlighted by eyalnow

So we should be trying to give users more capability and control...and encouraging them to take it. But we must balance that with the learning they need to take that responsibility without being overwhelmed.

Highlighted by eyalnow

Like everything else, it all comes back to user education. The more we help them learn and improve, the more control they can handle... and appreciate. By putting the user first, it's our job to give them the responsibility they want, but only when we know they're ready to handle it.

Highlighted by eyalnow

Posted by Kathy Sierra on February 13, 2007 | Permalink

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Do you think that using synthetic happiness principles can be used to help users without betraying trust?

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"It turns out that freedom - the ability to make up your mind and change your mind - is the friend to natural happiness, cuz it allows you to choose among all those delicious futures, and find the one that you would most enjoy. But freedom to choose - to change and make up your mind - is the enemy of synthetic happiness." -Dan Gilbert in his hilarious TED talk (Google Video).

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Usereffortworthit

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