CHAPTER SYNOPSIS
This chapter focuses on mistakes and tries to convey that they aren't always a bad thing. It's important to learn from mistakes, especially in the world of design where we are typically designing an interface for someone else to use. Nothing is fail safe and it's good to realize that you can always build and fix after realizing that there is a problem.
As I mentioned, there is no fail safe product. Trying to think ahead as to where there might be mistakes allows you the time to change the design to prevent such mistakes. It's important to prototype and test the product multiple times to know how people respond to it. Knowing that people will make mistakes means that you should also prepare to have an error message. An error message should be in plain language that a user can understand and should also explain what was done, what was done wrong, how to correct and an example. People tend to make more errors under stress- in the design world that can mean when people are performing a boring task raise their arousal level with sound, colors and movement. When the task is more difficult it's good to lower the arousal level with muted colors, no sound, and no movement.
Mistakes are not always bad. Errors may sometimes have a positive consequence, an action that doesn't give the desired result but provides info to help achieve the goal. Errors also may have a negative consequence, a dead end, return to starting point, or the action cannot be reversed. Testing for mistakes allows you to find where people commonly struggle so that you can make it a smoother transition by correcting the errors.
People make predictable errors and use different error strategies to solve their problems. There are three types of performance errors: commission errors (additional unnecessary steps taken), omission errors (omitted steps), and wrong action errors (appropriate point in the procedure but the wrong action is taken). Categorizing the type of errors that people are making helps you find a solution. There are three kinds of error strategies: systematic exploration (explores all possible ways to find what is needed), trial and error exploration (tries different actions symbols, menus, icons, controls, etc.) and rigid exploration (same action over and over even though no good result occurs). Collecting data on which error strategy a user experienced can help you solve the problem. It's good to think about your target audience and if they are young or old and if they are a novice or expert. However, don't discredit older populations because they can still solve tasks, they just might do it differently than a younger population.
CHAPTER ANALYSIS
I think the moral of this chapter is a really important take away: it's okay to make mistakes and it's okay when people make mistakes in your design. When people make mistakes using your interface it's good to record it so that you can fix the problem so it won't continue to be a mistake.
I felt that this chapter reiterated what our previous book said: test users! Probably the most beneficial thing you can do for your design is test users to help you notice which mistakes you can change. As the last chapter suggested, people have short attention spans and tend to get frustrated with things that don't work correctly or that take too long. It's good to correct mistakes in your design to avoid a negative feeling about the product.
Overall I found this chapter to be full of good information that it's important to realize as a designer. Instead of thinking of a mistake as a flaw think of it as additional information in order to create a smooth system.
RELATED LINKS
http://www.osu.edu/eminence/E2ENews/eminenceblog/779.htmlRSA
You need to make mistakes to get ahead.
http://www.nfib.com/business-resources/business-resources-item?cmsid=57071
Four website design errors and how to fix them.
http://inspiredm.com/web-design-mistakes/
How to fix common web design mistakes.
http://99u.com/articles/7108/staying-strong-under-stress
How to stay strong under stress and not make mistakes.
http://99u.com/articles/19442/the-key-to-great-feedback-praise-the-process-not-the-person
Give feedback praising the process and not the person.
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