How not to do usability: Blue Cross / Blue Shield

September 24th, 2009 .

There are times when posting about a really bad user experience is simply an effort to amuse myself and my friends in usability, and so we can perform the all-important task of acting snotty and superior for a little while.  Then there are times when posting about a really bad user experience is to draw attention to something which truly has a terrible and awful effect on the human condition.  What I’m about to post is an example of the latter.

So I was calling up Blue Cross / Blue Shield to get pre-authorization for something, when in the middle of the phone tree, there was an option for “If this is a life-threatening emergency, press 1 now.”  This is all well and good – an insurance company’s goal is to keep you in good health no matter what the situation, even if it’s only so you can continue to pay your bills – expect for the fact that by the time I reached that option, I had already done the following:

  • Listened to several options on the phone that totally did not apply to me, including “Press pound if you are a provider or a non-member”, and “If you’re calling for some other program, the number has changed to this other phone number” – all spoken in a voice that was a tad on the slow side
  • Entered my birth date in month month, day day, year year year year format, with those instructions spoken out in detail, followed by the pound sign
  • Entered my eight-digit insurance identification number, which is on my insurance card that I had to dig out of my wallet, followed by the pound sign

All told, I reached this option after about two minutes on the phone.  I have to say that it felt rather long even calmly sitting in my office – can you imagine if it had really been a life-threatening emergency?  And having to wait for that long even after looking up the phone number for the insurance company and dialing it?

I also wonder what would happen if someone actually DID get to that option and select it My hope is that they would immediately be taken to an emergency operator, but I almost wouldn’t be surprised if it just sent you deeper into the phone tree.  Repeat after me: “If you have been shot, press 1.  If you are being digested by a bear, press 2.  If you are on a boat that is sinking, press 3.”

In short, a good general rule of thumb (and this applies for lots of things, not just UX!) is that if your behavior resembles a Monty Python sketchyou’re doing it wrong!

Nutsy Bolts: RELEASE!

September 19th, 2009 .

For those of you who haven’t heard, Nutsy Bolts is LIVE!  (See my previous post explaining it.)  It’s an online multiplayer game that you can play right through your browser, without needing to use Flash or Java or anything!  Just go to the website and play!

Nutsy Bolts has been a long time coming for me – I started it even before I went to graduate school, and considering I’ve completely graduated since then, that should tell you something about how long I’ve been working on it.  I have a lot planned for it, but at the same time it’s great to get it out – both so other people can see it, and so I can work on something else for once (more details on that to come)!

Usability: Not Just for Computers

August 30th, 2009 .

Recently, I bought a bookcase for my new apartment, and had to put it together from scratch.  One of those exercises that always ends in frustration and confusion, right?  Actually, although the physical aspect of putting it together was still there full-force, I was pleasantly surprised by the ease of the instructions – in fact, I was so pleased that I consciously overlooked the typo “easyer”, an act of defiance that ordinarily would have my inner grammar Nazi kicking down the doors of the perpetrator.  I felt I would write up a short bit about what I thought was good about it.

The first thing that I noticed about the bookcase was the way the pieces are labeled.  Instead of generically referring to the pieces as “Part A”, “Part B”, “Part C”, etc., in either an arbitrary order or the rough order in which they are assembled, and always using the same name to refer to the same type of piece, the piece names were chosen so that they directly referenced the order in which you used them.  The entire sequence to construct the bookcase is seven steps, and as such, the piece names began with a number from 1 to 7, based on which step to use them in.  They were then given a letter indicating when in the step they should be used; so the first piece in step 1 is 1A, the second in step 1 is 1B, etc.  What struck me about this is that it was sometimes at odds with the function of the piece – the left side panel is named 1A, and the right side panel is 3B, despite the fact that they are mirror images of each other.  In a “conventional” naming scheme, you know they probably would have been A and B, giving you no inherent clue when you actually use them.  Similarly, the three back panels are 2A, 4A and 4B.  I have to admit that this confused me slightly at first, but once I understood the naming sequence I found it very helpful.

The other thing that this bookcase did really well was handle the small parts – screws and bolts and such.  Most of the fasteners were bolts for an Allen wrench, and there were a lot of them.  However, instead of dumping all the fasteners into one giant pile and having you keep track of them yourself, the bookcase came with five “hardware packs” which each contained the fasteners for a single step.  This means that when you get to step 1, you don’t have to concern yourself with finding a home for twelve extra fasteners you don’t need until later; they’re kept safely in the remaining hardware packs for when you get to the next steps.  There was a bit of a mismatch in that there were only five packs, numbered 1 through 5, and the numbers did not align with the step numbers you actually needed them for.  At the same time though, I can see an argument that if you did align the hardware pack numbers with the step numbers, there would be some confusion about jumping from hardware pack 1 to hardware pack 3, and that people would wonder what happened to hardware pack 2.  So that’s probably OK.

The exercise also makes me wonder what more could be done to improve the experience of putting together furniture.  Sadly, it’s unlikely that instructions will ever be completely unnecessary, which means trying to decipher broken English, technical jargon and poorly detailed graphics is probably an inevitable component of the process.  But can the actual design of the furniture pieces help people understand how to put their furniture together?  How about color-coded joints similar to what Dell used to do with computers – the plug is colored the same as the hole it’s supposed to go into?  How about numbers or symbols on each piece to show what the next step is?  How about a miniature deconstructable model of the final product?  How about using undoable fasteners instead of screws and nails whenever possible, so if you start to put it together wrong you’re not left with a worthless misshapen heap of wood?

In closing, I can understand why most instructions don’t follow the conventions that this bookcase uses.  It’s easier for furniture builders to make furniture this way.  It’s easier to slap the same name and label on the same part every time.  It’s easier to pack and ship a set of fasteners into one bag instead of into five.  It’s easier to keep track of inventory when your part names follow a regular pattern.  But what is best for your business internally may not be best for your consumers – the people who actually have to put it together.  And they’re the people who ultimately pay your bills.  If you make them happy, they will like you, and want to buy more of your products, especially when they’re as high-quality as this bookcase.  (They will also write blog posts gushing about how awesome you are.)  So kudos, World Market, for making your customers happy.

Chicago apartment-finding reflections

August 10th, 2009 .

I just got back from Chicago to look for new apartments for my new job, and I thought I’d write up a bit about my experiences.  I haven’t decided on a place just yet, but I got a few really good leads, mainly in Lakeview, Hyde Park and Wicker Park.  So, here goes as far as what I learned:

  • Make sure you know what you want.  A lot of this comes from experience of living by yourself and learning what you like and want in a living situation.  My current thoughts are that I don’t mind having a roommate (as long as they’re cool), I like to cook, and a great neighborhood near public transportation is essential.  Once you have that set, deciding on what places to see and which one you eventually take becomes a LOT easier.
  • Get a feel for the neighborhood.  There’s really no substitute for walking around and seeing the amenities around an area.  Once you start to see a bunch of neighborhoods, you can start to pick out subtle signs of what’s really important to you.  For instance, as cute and polished as Lakeview is, I started to feel a little alienated once I started noticing how many hair and nail salons there were, as compared to the number of coffee shops with free wi-fi and bookstores.  Even things so seemingly insignificant as well-maintained sidewalks, bike racks, and even clear street layouts are signs of somewhere that I’d like to live.
  • Prepare, prepare, prepare.  I tend not to be able to keep track of my schedule on my own, so I had to write up a full schedule, complete with names, phone numbers and addresses.  I also got a public transit map of Chicago and marked out directions and bus routes on the map.  If not for this, I might still be lost somewhere in the city.
  • Be flexible!  I canceled two visits sight unseen because I found I didn’t like the neighborhood or vicinity, and scheduled two other appointments on the road.  If you’re only visiting for the weekend, you need to make the best use of your time.  If you don’t like what you’re seeing, don’t be afraid to cut your losses, say no and move on.  Why waste it on something that you know is just not going to work?

If I had to do it again, I think I would’ve started basically the same way – lining up a good slate of places to visit and making a schedule in the same way, perhaps with even more details such as rent and security deposit information.  However, I would not have scheduled a single appointment on the first day, instead using it to go around the city looking at neighborhoods.  I might’ve also visited a few apartment brokers – I was not impressed with any of the places that the brokers I visited showed me, but I think they’re good resources for what the various neighborhoods are like. Based on what I thought of the neighborhoods, I would then finalize my schedule for the following days, canceling appointments in areas I didn’t like and scheduling new ones in areas I did like.

Also, apartment hunting is probably the best argument for getting a smartphone that I can think of.  I had organized my schedule largely on paper – I created and printed an Excel spreadsheet of all my appointments, then annotated that as needed.  I also looked up directions to the apartments on Google Maps and wrote out the bus / subway routes I’d need on a CTA transit map.  This was workable, but not really flexible.  If someone called me to schedule a new appointment, I had to scramble to find a pen and paper to write out their information, then figure out some way to get directions.  I was also out of email contact for most of the day, so my phone was basically the only way to communicate with my appointments anyway.  I sometimes found myself with free time that I felt that I should have been seeing some new places, but I basically had no way to get in contact with anyone.  I also got slightly lost once in a while, and GPS would’ve helped with that immensely.  Maybe by the next time I have to go apartment hunting, I’ll be able to afford a smartphone!

Indie Game Review: Iji

July 11th, 2009 .

I had earlier mentioned wanting to do a review of Iji, Daniel Remar’s excellent free independent game, even though it had been released quite a while ago.  However, a new version was released yesterday, so I’m going to use that opportunity and pretend that this is a review of the new version.  Yeah.

Iji tells a story that on its surface seems familiar – Earth is invaded by aliens called the Tasen, who use their Alpha Strike weapon to destroy almost all life on the planet.  It’s up to your character, Iji, a girl enhanced with experimental nanotechnology that gives her superhuman abilities, to get through the Tasen army, discover the true extent of her powers, and act as the final voice of humanity.  Stop me if you’ve heard this one before, right?  But yet it’s so much more than that.  Iji is not a trained soldier or bounty hunter, but simply a normal girl caught in the wrong place at the wrong time.  Her objective is not to mindlessly slaughter all the Tasen in a fit of revenge, but to convince them to leave so humanity can rebuild in peace.  And the Tasen, as despicable as their actions were, might not be the bloodthirsty aggressors they first seem.  The story, told through cut scenes, character dialogs, and in-game logbooks, turns out to be much deeper than you anticipate.

What blows me away about Iji is the sheer variety of things to do.  The game features a familiar experience system; picking up “nanofields” scattered around the levels or left over from dead enemies gives you experience points, and when you go up a level, you obtain a skill point that can go into one of seven skills, including maximum health, the ability to handle more powerful weapons, and the skill to hack into locked doors and crates of bonus items.   This means there are so many ways to take on the challenges that Iji throws at you; for instance, in one level, Iji must hack into two computers to open a security door, each one guarded by an Elite soldier who is strong enough to absorb almost anything that Iji throws at him, and packs the most powerful weapon in the game to boot.  However, with the right weaponry, these Elite soldiers may be relatively easy to defeat.  Or, if Iji’s skill in kicking is high enough, she can kick down a separate door and skip this sequence entirely.  Additionally, the game constantly tracks your actions, especially how many enemies you kill, and has characters and logbooks respond differently.  There are a few bonuses in store for players who avoid killing, which is an interesting tradeoff since it’s harder to get nanofields.  It’s even possible to make it through the game without killing anyone at all (with its own bonus, of course), but the twist is that forsaking weapons entirely is not the way to do this.

Iji packs an almost uncountable number of secrets into its fantastically designed levels.  Each level contains at least three cleverly hidden secret items which require you to explore the level and know a bit more about Iji’s abilities and weaponry than the average player.  In addition to the 8 normal weapons in the game, and the 8 upgraded weapons which you get by hacking the normal weapons, there are at least 3 secret weapons.  There are two secret sectors, and a secret miniboss who gives you an absolutely hysterical item that you have to see to believe.  This is in addition to the large number of item caches which are only accessible with the right weapons and skills, and the incalculably vast number of little Easter eggs, in-jokes, and funny logbook messages.  Top this with the wide array of possible playing styles and the four difficulty levels, each with their own rewards, and you’ll find something new every time you play it.  Daniel Remar is also still updating the game, even adding a few new secrets with each version (although at this point it’s done except for major bugfixes).  It’s like he’s daring you to just play this game once and leave it alone.  I guarantee you won’t be able to.

Iji’s graphics are a throwback to the days of 8-bit and 16-bit consoles, as is common among independent games.  Yet they are clearly lovingly detailed and crafted, not simply drawn in MS Paint in five minutes.  I only have two complaints about the graphics: first, it’s sometimes difficult to tell which enemy type is which until you get familiar with them, a problem which arises full-force later in the game.  Secondly, characters often only have one animation for each action.  It gets distracting when you knock down three Soldiers at once, only to see them all perform the exact same animation to fly backwards, hit the ground, and pull themselves up, perfectly synchronized down to the pixel. Iji also features a gripping, powerful original soundtrack which is almost worth a download on its own.  In particular, the music for boss fights makes them all a transcendental, heart-pounding experience, despite their flaws (which I’ll get into later).

I do have to say that Iji’s combat feels a bit dissatisfying.  Fighting in Iji essentially takes place in one dimension; almost all of your weapons and your enemies’ weapons only shoot directly in front of you.  Iji also cannot aim upwards or shoot while in the air or ducking.  While this makes it easier for pacifists to escape from enemy fire more easily, it’s somewhat dissatisfying to take the effort to obtain all the weapons, only to still be unable to hit an enemy six feet above you, or to attack an enemy without getting exposed yourself.  It does make fighting more strategic, but there’s a feeling that two-dimensional combat along the lines of Mega Man might’ve been more exciting, especially given the number of large multi-screen rooms in the game.  Additionally, a lot of the bosses, especially towards the end of the game, force you to rely on puzzles and gimmicks rather than firepower to defeat them.  While this mechanic makes sense given the wide variety of paths in the game – after all, the bosses have to be beatable no matter what skills Iji has, including if she’s only able to use the most basic weapons – it is carried too far.  The last two bosses are essentially unbeatable without gimmicks, and the game actually rewards you with a secret powerup for defeating one boss without using the gimmick.  (Why do so many of these high-ranking aliens insist on putting convenient deathtraps in their lairs, anyway?)  I also didn’t think the character of Iji was that well-written, at least for the “killer” path.

All in all though, Iji is a great example of why indie games are so great.  Why would you spend several hundred dollars on a modern game console or a high-powered gaming computer and accessories, then another fifty or sixty for a new game that just seems like a flashier retread of an existing game, when you can find so many more interesting and innovative things for free or cheap?  The advent of the Internet and of powerful tools such as Game Maker and Flash allows young, aspiring game designers to put together truly new experiences in a fraction of the time of a mainstream game, and make them available to a wide audience just as easily.  It’s good for everyone, so check it out!

Project: Nutsy Bolts

June 22nd, 2009 .

I thought I’d take some time to discuss one of my personal projects that’s been coming up a lot lately.  This is called Nutsy Bolts, and is a multiplayer online browser-based word association game along the lines of Apples to Apples.  I’ve been working on it for quite a while now (in fact, I mentioned it in my personal statement when I was applying to graduate school, so it’s been more than two and a half years), but it’s getting to the point where it’s about ready to go live!

Home page for Nutsy Bolts

Home page for Nutsy Bolts

I’ve had a lot of fun and gotten so much experience creating this.  It just started as an experiment to teach myself AJAX (and this was back in pre-jQuery days, so I taught myself the nitty-gritty of it all), but it grew into so much more than that.  I started doing some graphic design stuff, experimenting with bright, contrasting colors and layout.  I built the design from scratch in Photoshop, then figured out how to squeeze it into HTML/CSS, with a tableless layout and everything.  Then I did another graphic redesign from scratch, sticking to a few general principles, imagining what the game might look like if I made a physical version, and making sure to flout every principle of so-called “Web 2.0″ design.  I also learned about the complexities of architecture needed for a multi-user networked application like this one.  (I’m really glad I learned about threading in undergrad!)  I’m sure I’ll have a lot more to learn about maintaining a live application and a community as well, once this goes live.

Anyway, most of my readers already know about this, but I am basically constantly looking for people to playtest.  I seem to have ironed out most of the showstopping bugs for now, but it’s always great to get people’s feedback for the future, and on top of that I’d like to give it a stress test to make sure it won’t come screeching to a halt when more than 10 people try to play.  Always a good thing to know!

Indie Game Review: Braid

June 7th, 2009 .

So, I may be the last person on the planet to try out Jonathan Blow’s excellent indie game Braid, but hey, better late than never!  I’ve only tried the demo thus far, but from what I’ve seen I like it.  I’ve been wanting to highlight some indie games that I think are really good (I’m way overdue on Dyson and Iji), so this is a good place to start.

Anyway, the basic idea of Braid is that it’s a platform puzzle game, like Super Mario Brothers, only your character has the ability to move backwards in time.  In other words, if you make a mistake, you can reverse time, go back to where you were before, and try again.  It sounds pretty gimmicky, and that’s exactly what I thought when I first heard of it.  Indeed, in the hands of a lesser designer, a game with the same feature might’ve been a complete add-on.  But the way that this game mechanic is handled in Braid is nothing short of brilliant. The puzzles seem intimidating and even impassible at first, but as you study the level you begin to get a vague idea of how you might solve them, then start working through the details and finally, you get it right.  The ease of reversing your actions makes it possible to test out so many broad ideas, and to such a great level of precision (as Jakob Nielsen would tell you).  Contrast that with typical platform games, where the slightest failure is punished by forcing you to repeat the entire sequence – you could not do most of these puzzles without the ability to try again so easily.

On top of that, the game is wrapped in a story about regret for one’s past actions.  Having not played the full game, I don’t know how it ends, but it’s keyed on such a human emotion – knowing that you did the wrong thing and wanting to be able to go back and do the right thing instead.  In this game, you can do exactly that, but is it really enough?  I think it’s a great example of what I talked about with my last post, in that the game mechanics are such that they naturally bring out a strong feeling in the player, rather than relying on plot devices and the like.  The graphics are beautifully detailed as well, giving the game a pastoral feel that you don’t often see.

So, in short – if you haven’t given Braid a try, do it!  And be on the lookout for more posts like this.  Really.

A bit about storytelling

May 17th, 2009 .

Recently, I read a New York Times blog post previewing a new video game based on Dante’s Inferno.  This post discussed the implications of telling stories through video games rather than books, which is something that I’m really interested in.  Like so many topics that are as emerging and undefined, it’s something that I find really fascinating.

What I’m finding right now is that the video game industry is really interested in a storytelling model that borrows a lot from novels and cinema.  It’s very plot-driven – your character fights his/her way through various action sequences and set pieces, interrupted by cut scenes that tell the story.  Perhaps there are a few stock alternate endings that come up based on crucial actions you did during the game.  I think this model has proven to be familiar and hugely successful, but I personally wonder if it’s making the best use of the interactive nature of video games.  It seems to me like the player is not truly engaged in this model – they’re just jumping through game-related hoops to complete a story that has already been written for them.

Instead, what I’m interested in is telling the story through the mechanics of a game.   Rather than building the game around a plot that must be followed, build it around a few simple, easily understood rules and a overarching goal.  That way, the player is given the freedom to explore any alternative they can think of, and create their own story.  And since it is their own story, they relate to it much better.

One game I can think of that did an admirable job of what I’m describing is the classic Mega Man series of games.  A major thematic element that Mega Man has always brought out for me is the idea of persisting in the face of a challenge that may just be more than you are capable of.  Yet this theme is not explored using traditional storytelling elements – for instance, Mega Man never has an impassioned monologue in which he despairs over the difficulty of his situation but vows to continue anyway.  Instead, it’s a natural consequence of a few basic gameplay rules.  Mega Man has powerful special weapons that can only be used a limited number of times.  His ammunition is not replenished if he loses a life.  Most of the major enemies in the fortress are more difficult if Mega Man does not have a particular special weapon, and a few are literally impossible.  As a result, as you go deeper and deeper into the fortress of your nemesis, Dr. Wily, your weaponry begins to dwindle, and as you approach the final bosses, which of course are the most difficult ones, you begin to wonder if you have enough left to pull through.  It puts a different spin on losing a life as well; as opposed to a game like Super Mario Brothers, in which dying merely means that you have to try again, dying in the wrong place in Mega Man might mean that you no longer have enough weapon power left to win.  When you see that you have 8 Hard Knuckles left and you need 7 to defeat the boss, you truly realize that you must succeed this time, since there will not be a next time.

What I find interesting about this example is that it doesn’t put a feeling into the player’s mouth, so to speak.  Instead, it’s something that they themselves realize on their own, and their reaction to the situation is truly genuine.  Furthermore, it’s their own path, rather than one scoped out for them by a scriptwriter.  Finally, note that Mega Man was able to accomplish this with simple 8-bit graphics and sound, as opposed to the hugely time-consuming and expensive 3D graphics, cinematic cut sequences, music and voice acting that the mainstream game industry is enamored with.  It just goes to show that you don’t need to put in a great investment in order to get an emotional payoff.

Project: Readerfall

May 8th, 2009 .

Given that my previous post had listed all of my current projects, I thought I’d give you a taste of one of these projects.  This one is called Readerfall, and it’s a visualization of my Google Reader feeds, built using Processing.  I’ve been working on it on and off for about a month now, and I think it’s coming along very nicely.  Here’s a screenshot for you:

Screenshot of Readerfall

Screenshot of Readerfall

So basically, every column in this graph represents a different feed that I subscribe to (Reaction, Ajaxian, USCHO, etc.), and each block is a different story.  The blue stories were shared by someone else, and the green stories were shared by me.  They’re also color-coded, so that older stories are darker.  I also recently added a slider at the top so you can filter out entries within a certain date range.

I’m really happy with how Readerfall is going so far, but it’s got a little while to go before I’m going to post it.  I need to set it up so that it actually loads the most recent list directly from Google, and so you can log in with your own username.  I’m also interested in adding more animations and such to accentuate the “fun” aspect, since it’s meant to be personal rather than strictly informative.

Any other thoughts?

Graduation

May 3rd, 2009 .

So it’s official – as of yesterday, I have completed my studies and earned my Master of Science degree in Information!  It’s a great moment for me, although a little bittersweet.  My plans are still unknown, but for the short term I am staying in Michigan.  In the meantime, this gives me a great opportunity to work on some of my own personal projects, and I felt now is as good of a time as any to list them all, both for my benefit and that of my readers:

  • Nutty Bolts: an online multiplayer word association game, similar to Apples to Apples.  It’s in been in a playable beta status for a while now, although more testing and tweaking would always be helpful.  I’m also interested in building some more learning opportunities into the game – for instance, I’ve heard the suggestion to tailor it towards learning languages, which I think would be really cool.
  • Readerfall: a visualization / art project to show stories in your Google Reader, organized into columns by feed, and detailing the age and date of each story.  I’m mainly doing this to teach myself Processing and try out an artistic visualization style.
  • VizierFX: an open-source library that draws network graphs in Flash.  It’s workable now, but there are so many things to be improved on it.

And here are projects that I’m not yet actively working on, but are in the pipeline somewhere and may or may not see the light of day:

  • Battleground: a political election simulator, played turn-based-strategy style.  I’m hoping for a lot of possibilities for viable strategies (both in terms of different candidates and different tactics), and that it gets done before 2012 (or even better, 2010).
  • BlueShift Hockey: a visualization of shifts taken by NHL players during hockey games.  I did this project earlier using JavaScript, but I canned it because of technical difficulties and because there was another similar site.  However, I might resurrect it if there is interest.
  • Sustainability game: No real concept of how this project might work, but I’m looking to do a simulation to foster a discussion on sustainable local resource use.
  • Beware the Penguins: an arcade-style game I had developed about 12 years ago that I think would work really well in Flash.

And there you have it.  Regardless of how the job search goes, I think you can agree that I’ll have my hands full!