The Edge of the World UPA Boston 9 June 2010 John Biebel of Monster.com [email protected] Why Edge Cases Matter in Usability

The Edge of the World

UPA Boston9 June 2010John Biebel of [email protected]

Why Edge Cases Matter in Usability

Edge of the World: Edge CasesJohn Biebel UPA Boston 2010

1: History and Definitions2: Exploring and Dividing the Edges3: Edge Cases in Usability Design4: Conclusion


1: History and DefinitionsCurrent literature

“Taleb's idea is that our lives are dominated by Black Swan events; that is events which are extremely rare but have very high impact. These events cannot be predicted in advance because they are completely different to anything that has happened before. Afterwards, these events are subject to intense scrutiny and explanations are developed which appear to show how they could have been predicted, but this does not prepare us for the next Black Swan.” Scintoblog, 3/18/2008.


1: History and DefinitionsCurrent literature

“I do not always do what I'm told, and this is because when people tell you what to do it is usually confusing and does not make sense. For example, people often say 'Be quiet' but they don't tell you how long to be quiet for...”

Mark Hadon, The Curious Incident of the Dog in the Night Time, 2003


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Edge Cases in Usability Design4: Conclusion Majority Rule DemocracyWeb Democracy

Tyranny of the Majority


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Edge Cases in Usability Design4: Conclusion Majority Rule DemocracyWeb Democracy

Tyranny of the Majority

Perceived Democracy


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Edge Cases in Usability Design4: Conclusion

Tyranny of the Majorityrejectionindifferenceadaptabilityawarenesschange

dual adaptability(minority & majority)


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Edge Cases in Usability Design4: Conclusion Case: Language: Hawai’ian


ʻŌlelo Hawaiʻi: He ‘ōlelo Polenekia ka ‘ōlelo Hawai‘i, e like ho‘i ma ka ‘ōlelo Kāmoa, ka ‘ōlelo Tonga, a me ka ‘ōlelo Māori.

English: Hawaiian is a Polynesian language, like Samoan, Tongan, and Maori.




8,000 speakersHawaiian fishermen’s knowledge: 5,000 names for fish, English Ichthyologists: 2,000*

Embedded informationLoss of knowledge and specificationLoss of detailLoss of language diversification

*”Endangered Languages: Language Loss and Community Response”, editor Lenore Grenoble 1998



“Only around 20% of the world's plant and animal life has been officially classified, according to Edward O Wilson, at Harvard University in [Cambridge] MA, US. But much of the remaining 80% is known, he believes – just not to scientists in the West.” – Gaia Vince, New Scientist Magazine, 2007.

*”Endangered Languages: Language Loss and Community Response”, editor Lenore Grenoble 1998


1: History and Definitions: Fringes and Edges2: Exploring and Dividing the Edges3: Edge Cases in Usability Design4: Conclusion


1: History and Definitions: Fringes and Edges2: Exploring and Dividing the Edges3: Edge Cases in Usability Design4: Conclusion “…Edge Cases kill inspiration…The Root of All Evil.”

Brian Fling, dotMobi

“(Edge Cases) represent truly unique activities completely beyond or fundamentally different from the most typical activities and needs, and require an individualized, special, or unique solution.” Jim Leftwich, LukeW Ideation + Design


1: History and Definitions: Fringes and Edges2: Exploring and Dividing the Edges3: Edge Cases in Usability Design4: Conclusion “…Edge Cases kill inspiration…The Root of All

Evil.” Brian Fling, dotMobi

“We’re designing for the million, not the hundred.”(scale)

“If you do x, it will affect y and z, and we don’t have the resources to change y and z.”(scope)

“Our competitor doesn’t worry about it.”(competitive analysis)

“No one’s complained yet.”(diversification)


1: History and Definitions: Fringes and Edges2: Exploring and Dividing the Edges3: Edge Cases in Usability Design4: Conclusion

“A vocal portion of our users need more attention”(scale)

“If you do x, this presents a good argument to upgrade y and z, which we’ve neglected for a while.”(scope)

“We are being proactive, unlike our competition.”(competitive analysis)

“We’re finding edge cases and addressing them before the complaints arrive.”(diversification)

“(Edge Cases) represent truly unique activities completely beyond or fundamentally different from the most typical activities and needs, and require an individualized, special, or unique solution.” Jim Leftwich, LukeW Ideation + Design


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion

Web users as Edge Cases:Audio/visual impairmentLimited speed, power, accessLack of web user experienceOver-active web user (impatient user)Unilingual users (Non-English speakers)


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion

Web activities as Edge CasesDetailed multi-platform transactions (letter, phone, email, web)Step / verification processes reversed (back button /

disorientation)Typing / semantic issues (½ , 0.5, half)Doubling / redundancy (sticky actions)Prohibited actions


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion Web usability experience


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion Mixed web and mail experience:

EcomReturned ‘brick and mortar’ item

WarrantyReceived paper notification of web-based item redemption

Transaction NumberGift Card Number (no card)Gift Card PIN

Create web accountOrder replacementShipment never arrivesPhone contact

MerchantDelivery company

Decision: Merchant offers new redemptionRepeat paper notification processRepeat web processEmail notification that item is discontinued

Shipping discountRepeat web processConclusion?






1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion Web usability experienceAt this stage of the experience, I’ve not been asked to identify my purchase type.


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion Web usability experienceNo request for purchase type (step 2), implied by ‘billing information’?


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion Web usability experienceRequest for gift card (step 3), still have not identified purchase type, stored purchase information, and no action available to move forward with purchase.


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion Web usability experience improvements:

Inform user of:captured information (display)when information has already been consumed (alert)when information may need to be re-entered (alert)

Indicate when a field no longer needs to be populated (grayed out)

Provide accurate and more detailed chronological steps (two stage flow)


1: History and Definitions: Fringes and Edges2: Dividing Edges: Special Needs vs. Special Wants3: Exploring and Dividing the Edges4: Conclusion Web usability experience improvements:

Configure entirely new experience

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FACTS:Edge Case users are a reality of your web presenceEdge Cases have a lifespanThe edges always change due to:

Technological streamliningHuman adaptability

Happy users can be loud; unhappy users are very loud.



PROJECTIONS:Edge Cases change at:

different ratesdifferent intensities

Only so many edges can be forecastEdges will help define need for:

Future projectsUpgraded experience



ACTIONS:Don’t let an Edge Case become a road block or a

wall between usability and creativityBe inspired by the edges


John Biebel (monster.com)[email protected] johngreenink

uxbunny.wordpress.com

Further research: www.livingtongues.orgPresentation: www.johnbiebel.com/webwork

Documents

The Edge of the World UPA Boston 9 June 2010 John Biebel of Monster.com [email protected] Why Edge Cases Matter in Usability