The other day I was floored and humbled as I regularly am during a session of usability testing for a site prototype. Up to this point the testing and functionality determination had gone well. Then someone put a massive road block in the way. There it was sticking up out of the ground blocking all findability of the core information on a site. Well maybe it wasn’t that bad, but it did make me think; which is good.
Part of the root of the problem was the demographic of the main user segment’s persona. They where mainly low technology users, with extremely low computer use, but still significant use when required for certain tasks. This computer use was often their own time. Their work was very linear in nature with little room for any abstracted cognitive reasoning.
Now we all assume you know how to use a select list (like below). You click on the arrow and select an item or tab, open and select.
But consider when the user doesn’t go near the select list, or will only use the default highlighted select. To them the out of sight items are hidden, invisible. They just can’t visually make the leap that the select list is in fact a number of selection items.
Hence all select lists, search or browse filters are deemed void.
It’s really simple to fix, we thought, this one is just a matter of education, people will nut it out. But then the first time user is lost, what then. So out churned the solutions:
- We tried check boxes. They where partly successful, but if the checked state was presented as a “cross” then the user did a reverse selection to what they really desired.
- Next we tried a open, multiple line selection box, this worked when you could see the items they required. Otherwise it failed.
- Finally we ended up with a simple list of links (see below) to represent the items concerned. With this the users had not problem and progressed as expected.
The key here was the user demographic, and that you should assume nothing. So what show stoppers like this have you come against and how did you get around them?