ARTICLE NO. 484    February 12, 2010

These are your users... read and be horrified

by

This came to my attention via my friend and colleague Sean Christmann (@seanalltogether) from EffectiveUI, who writes:

The next time you're building software and think to yourself, "Don't worry, users will be able to figure it out," I want you to remember this blog post.

ReadWriteWeb recently published an article titled Facebook Wants to Be Your One True Login. Being an interesting, timely article, it rose to the top of Google searches for "Facebook login." Then: chaos and confusion. Lots and lots of the people who use Google instead of their browser's address bar to access sites began confusing the ReadWriteWeb link with a link to Facebook itself, and began posting angry comments wondering why Facebook had been redesigned and asking when they'd be allowed to log in again. RRW posted a fascinating response to this bizarre event wherein they attribute the failure to Google, and note the disturbing security implications… makes for very interesting reading.

But definitely set aside some time to read some of the comments thread on the original article. It's really eye-opening. And if you haven't already seen it, check out this video of a Google rep asking random people, "What's a browser?" and "What's the difference between Google and a browser?" I'm betting the people who got those answers wrong are the same sorts of people who flamed the RWW post.

Remember these people when you're designing your products.

ABOUT THE AUTHOR(S)

Jonathan (@first_day) is a tech-focused jack of all trades and the editor-in-chief of UX Magazine. He is also the author of Effective UI: The Art of Building Great User Experience in Software, published by O'Reilly Media. Through its partnership with UX Magazine, Jonathan is also a senior advisor to Didus, a recruiting and career development company focused on user-centered professionals. As well, Jonathan is Managing Director, Product Strategy & Design for Dapperly, a fashion-oriented software product startup, and he is the Principal of First Day, a small private equity and consulting company. From 2005 to 2009, Jonathan helped found EffectiveUI, a leading UX strategy, design, and development agency focused on web, desktop, and mobile systems.

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July 21, 2011
This is hilarious! Just made me rethink users and what they think they know. Highlight of my day for sure!!
February 21, 2011
@Ryan "Because these users, who represent probably at least 60-70% of the market" I'd change that to 90%, with the remaining 10% split between tech-lovers and wannabe tech lovers (dads).
September 13, 2010
Please God, keep blessing America till it REALLY works.
July 26, 2010
Interesting, but there's a problem with the interview itself. It's clear that the people think they are being tested, and are worried about getting the right answer. The question sets them up for anxiety and failure. A better approach would be to ask them 'tell me how you use the internet' or something like that.
July 23, 2010
I think we're missing the point if we call these people stupid. The question is: do these people know how to use the browser or search for something on the web? In general the answer would be yes. Most of us can use a knife without cutting ourselves, but we don't actually know where the "bolster" is. http://www.jayfisher.com/knife_anatomy,_parts,_names.htm#Knife_Component... The virtual world of the web is a difficult concept to describe with words, but that doesn't prevent people from using it once they "get it" through inference and example. As UX designers our job is to create software that people can use with pleasure without necessarily knowing what all the bits are called.
July 17, 2010
Thanks all for the useful information.. :)
July 15, 2010
Sadly, the words for "browser" and "search engine" even rhyme in Slovak - some people even think it's the same word. Makes me sad.
June 08, 2010
Do not feed the trolls.
May 09, 2010
I get no sound on this video, only crappy music
April 26, 2010
Silly people. Everyone knows that a Browser is Mario's nemesis :sarcasm:
April 21, 2010
This is why a good marketing department and a good development team will never get along, but will always be successful.
April 21, 2010
Oh come on, I sure most users haven't forgotten what the Internet really is... ...it's that blue "e" on their desktop! ;-)
April 20, 2010
my previous post was directed @Stilgherrian
April 20, 2010
you're correct, but only to a point. nobody was asking these people to write html or even know what that is. they didn't even understand that to log onto a site you need to be at that site. and the whole browser versus seach engine thing? wtf? its not 1993. weve been on the web for a long time now, how can you not think these people are stupid. its the same reason people can't point to [insert contry name] on a map. most people are VERY STUPID & LAZY. there is absolutely no excuse to have such a poor understanding of such an important communication tool in this day and age.
April 20, 2010
Americans are soo damn stupid!
April 20, 2010
But you're cheating, You're asking Americans!, They only know they are the best thing after Jesus even if they don't actually know where USA is looking in a world map.
April 20, 2010
hmm browser.... like lynx..(or links) like mosaic... or navigator in like netscape... oh hell.. pple are stupid, and so are browsers, is wget a browser? i know Curl can act ilke one...
April 20, 2010
Google is internet? Pfff... well, this crap came from the same group of uneducated, ignorant, illiterate people who ARE ACTUALLY SURE good old Uncle Bill Gates CREATED the Internet and/or computers! You can't ask too much from people who is, mostly in every topic, completely clueless.
March 18, 2010
Sure, people are foolish and sound stupid when trying to understand google and a browser. The question to ask yourself is this: how often does your interaction require the user to distinguish between the two? Answer that and you'll find this issue is much smaller than the video would have you believe.
March 17, 2010
Oh come on. It's Times Square. It's like shooting fish in a barrel!
March 17, 2010
That is priceless and absolutely correct. Finding out some of the convoluted ways users have "used" the system is truly amazing. Who knew they could be so clever, when so clueless....
March 17, 2010
If this was Facebook, I would give Stilgherrian a 'like' thumbs up.
March 17, 2010
I'm more concerned that there are 5 pages of "Facebook Login" queries and then 39 pages of mocking.
March 17, 2010
Well, it is a ridiculous sample from which to draw any conclusions. It was just a few published interviews selected for laughs.
March 16, 2010
Finally someone who mentions the branding issue. Yes! Thank you. It's all about how it's marketed (or not) that makes the COGNITIVE difference to your users. If you don't understand how they THINK you will never be able to design for them, or market to them, positively.