Camera saga part 2

I have of course now found the cable to the camera I lost just over a month ago!!
Still no sign of the camera though.

I have also bought a new compact digital camera and, happily, one with most of my original feature wish list:

1. Viewfinder - yes
2. Video - yes, but I'm still to try it out
3. Price ideally 100 - 150 euros. - 140 euros, right within budget
4. Good flash for nighttime shots. - pub shots ok so far
5. Standard USB cable would be terrific. - yeah! hallelujah!
6. A resistant screen - it actually comes with a sticker I haven't dared take off yet, a bit of a sore point with me and my MP3 player, but that's another story.
7. Robustness - looks like a sturdy little thing
8. Ideally some consideration for durability and/or recycling components, disposing of batteries etc.
It takes normal batteries, so they are heavier to carry, but easy to replace should they run out when I'm out and about. I can use rechargeable batteries and recycle the dead ones. Furthermore, according to amazon.co.uk, this camera is covered by the WEEE Directive.

In case you were wondering, the camera I got in the end is the Canon Powershot A580, good value for money in my humble opinion:

• It got good reviews worldwide and, because it's a stocky looking thing (compared to say the Canon Ixus 80, which I had my eye on), hopefully it's a bit less thief-attractive too(!). It's definitely the ugly duckling of the Canon compact cameras!
• Furthermore, the 2 cameras essentially have the same features, (both have 8MP) but the Powershot works out at 17.50 euros per megapixel as opposed to 31.80 euros/megapixel for the Ixus.

I still might hope for the Chocolate 12 megapixel Ixus from Santa for Christmas, it does look lovely, and it is a bit slimmer which is ideal for small handbags and pockets.

A trade-off between increased odds of longevity and divine user experience perhaps?!

Disaster! lost camera.

...Disaster 2: trying to buy a new one!

- Bizarrely I lost the cable to connect my camera to the computer a few weeks prior to losing the rest of it. So yep, unfortunately I lost a lot of photos too.

So, life being what it is, I'm now in the market for a new compact, digital camera.

But where to begin?

My feature wish list (based on the good bits and bad bits of previous cameras - one a sturdy, little Olympus which took great shots even at night, and a Nikon which had a much bigger screen; great for reviewing everything you'd taken and deleting the rubbish, blurry pics!):

1. Viewfinder (big screens are great but not in the sun. Seeing as most people use their cameras on holiday, why are there so few with traditional viewfinders?!).
2. Video (I think they all have that)
3. Price ideally 100 - 150 euros. I'm an optimist I know.
4. Good flash for nighttime shots.
   
5. Standard USB cable would be terrific; I'd never have to depend on one cable again!
6. A resistant screen Why should I have to buy a protective sticker?
7. Robustness - I'm good at dropping things, I finished off my last MP3 player that way. And hey, who wants a camera that breaks the first time you take it out the house or shove it in your bag in a hurry anyway?!
   
8. Ideally some consideration for durability and/or recycling components, disposing of batteries etc.

Having that quite clear, you'd think it would be easy to have a quick search online and find one with those features and good reviews.

Turns out it's just about impossible.

• Different descriptions of the same product list opposing features.
• Viewfinders are rarely listed on the product specification and not all photos on all sites have a view of the back of the camera. Considering this is where most of the controls are and a photo would give a clear indication of the screen size, (not everyone works in inches and the difference between 2.5" and 2.7" might not be too much of a problem for most people), it's a mystery to me as to why so little importance is given to the rear view. And bad news for me; a camera with a viewfinder puts the price up by 50 - 70 euros.
  
• I'm also a little bit unsettled by the distinction between ultra compact stylish cameras and easy-to-use or sturdy ones. Surely these shouldn't be mutually exclusive characteristics?!
• And don't get me started on different model names for different regions, I spent half a day trying to figure out when the Canon 770IS would be available in Europe. Turns out it already is, it's just called the Ixus 85.
• Furthermore, most sites let you browse by number of megapixels or price range. The problem I have with this is that surely there are only so many pixels the human eye can appreciate and a few years back, a 3 megapixel camera did the job. Why do I suddenly need 12 megapixels for my holiday snap shots?
• Secondly, basing my decision on these selections is a bit restrictive, I might be prepared to pay 30 euros more or live with one megapixel less if it works out better value for money.
• How about a filter "megapixels per euro", or best deal: picture quality for money?

Lastly, here in "We users are lazy", (in Spanish), Olga Revilla points out that it would be great if cameras saved photos with real names rather than with random numbers such as DSC009123.jpg as it would make uploading, filing, tagging and sharing them a dream.
But I guess that's another story!

Clearly there's a lot of work to be done on camera design, websites that sell cameras and ones that discuss them.
We'd better get prototyping!

Well, grumbling over. Back to it!

Reliability + responsibility + time saving = trust + loyalty

A series of recent incidents with banks, online banking and cash machines have left me feeling inclined to withdraw all my money and stuff it into my mattress.

These events brought to mind the importance of trust in satisfying users whatever the situation, whether online banking, e-commerce, GPS, ATMs or bricks and mortar shopping.

Reliability + responsibility + time saving = trust + loyalty

But

Impolite software + uncertainty + time wasting = unsatisfied customer

Alan Cooper’s comments about software also came to mind:
What’s Wrong with Software?

Software forgets
Software is lazy
Software is parsimonious with information
Software is inflexible
Software blames users
Software won't take responsibility

(Alan Cooper, p65, The Inmates are Running the Asylum, SAMS, 2004)

How is this all related?
Let me explain.

1. E-commerce woes
First off, my credit card was declined when I was trying to book some flights online.

I only use my credit card for occasional purchases, such as flights, car hire and online shopping. Seeing as it's with a British bank, I know they will protect me against online fraud. I trust them and that security makes me more inclined to hit Amazon and lastminute.com from time to time.

Therefore, when the bank declined the purchase, I couldn’t figure out what the problem could be as I’m not the type to max out my limit.

Software is parsimonious with information

It turns out it was declined as a fraud prevention measure. - Good to know they do such things, but fairly infuriating to not be able to rely on my credit card for these rare purchases.

Software won't take responsibility

I should point out I have been with the same bank for more than 10 years and I don't think my spending habits have changed in all that time.
When will their system begin to learn and respect my spending habits?

Software forgets
Software is lazy

A day or so later, an overly-dramatic letter (more suited to a spy agency than a bank) arrives at my home address instructing me to phone them immediately.
So, one international call later and I'm set.

Having said that, there was no apology for having had to phone abroad (my time and money) not to mention for having lost out on the flights I had had my eye on (more of my time and money), but at least it seems I can go back to attempting to book flights online.

2. Online banking mysteries
A slightly more worrying incident also involving my credit card occurred a couple of days later following a trip home.
I logged into my account with the intention of settling the difference on my credit card to avoid paying interest (airport shopping is both genius and dangerous when your flight is delayed by 3 hours!).

Surprise no 2: my credit card no longer appeared on my online statement; that line had just disappeared altogether!

Software forgets

I looked for ways to contact the bank or for some other explanation, - I checked the post, I checked my email, nothing!

Software is, once again, parsimonious with information

I found the option "Add credit card to this account", so I figured I'd give that a go, - partly to save on yet another international call - only to be told that I'm not the title holder of MY card!!

Software is inflexible

My only option was to insist that I am indeed the title holder and the computer promised to look into it within 5 days.

Software is lazy

I crossed my fingers and a few days later I logged back in and there was my credit card statement again. Magic.

3. Communication problems
So now I just needed to pay off the balance. I selected "pay credit card", "whole balance" and this time I got the following error message:

"We are not expecting a payment from you. You either have a zero balance or only need to pay the minimum amount".

Now the system is lying to me!? It plainly says amount spent: 60 pounds.

So yes, you guessed it, yet another international call to sort out my "convenient" online banking system.
This time I get put through to a friendly chap called Bob who tells me to pay no attention to unwieldy error messages and to pay the amount of my choosing.
Hmmm. I also mention that my credit card dropped off the system a few days previously and ask whether I should be concerned. Apparently not, happens all the time(!), the credit card company remove them for no apparent reason and the bank people have to put them back on again.

Terrific, instilled with confidence and suspicious that with such high unemployment there could be a lot of cheap, untrained labour about.

If this had been my first experience of this bank, I would have cancelled the account pretty sharply.


Conclusions

“If the interaction is respectful, generous and helpful, the user will like the software and have a pleasant experience.” Alan Cooper

Alan Cooper was talking about software and an interface, but I think we can extend this to include all aspects of user interaction. In the case of banking, this would mean online services, customer service, whether by telephone or in person, queuing times in branches, ATM interaction and availability as well as the product itself; all of which play a part in the user's or customer’s assessment of their experience.

Build trust to increase customer satisfaction and loyalty
In this case my loyalty is dependent on previous problem-free experience and fear of the unknown, (better the devil you know), rather than on having great confidence in this banking system.
It's no secret that trust and successful e-commerce are very closely related; if users don't trust your company, your employees, your payment system, your privacy policy, your returns policy or just don't get good vibes from the look of your website (expired security certificate, inconsistent graphic design of logo, unexplained changes to the URL etc) they'll probably go elsewhere.

Basic trust building guidelines:
In e-commerce there are certain elements or good practices which encourage trust, for example:

• Transparent privacy policy
• Up-to-date security certificates and content
• Consistent graphic design
• Secure server for transactions
• No hidden costs (delivery, handling fees, suitcases etc)
• Honest, Exclusive, Accurate, Relevant and Timely (H.E.A.R.T) content
• Appropriate behaviour (request for personal details, predictable navigation and interaction)
• Guarantees

I would add to this list the following aspects which are not limited to websites or e-commerce:

• Professionalism
• Competence
• Reasonable behaviour
• Personalized attention
• Excellent customer service
• Easy and quality communication
• Fast responses
• Time-saving
• Accountability and responsibility
  

Let’s add to that Alan Cooper’s polite software descriptions:

Polite software is…

• interested in me
• deferential to me
• forthcoming
• has common sense
• anticipates my needs
• is responsive
• is taciturn about its personal problems
• is well informed
• is perceptive
• is self-confident
• stays focused
• is fudgable
• gives instant gratification
• is trustworthy

Try to fulfil all 3 wish lists with your products and services in combination and the chances of positive customer satisfaction increase.

The aim of any company surely should be to provide great user experience and satisfaction to convert customers into customers for life and natural promoters of your product. Why settle for the minimum possible, particularly when the standards are so low? Customers should be swept off their feet!



Links:
Other tales of the unexpected with ATM machines were shared here recently:
IxDA Studies on Aversions to Making ATM Deposits.

And for a little story about a friend of mine (July has been a bad month for trust and banks), read my previous entry. This time the story takes place in Spain...

Also see:
Good Usability Practices number 1, from usabilitynews.com, Economic Downturn Puts Website Usability into Focus

Outdated information, number 9 of Jakob Nielsen's
Top 10 Mistakes in web design (from 1999)

Books:
Peter Keen, Electronic Commerce Relationships, Trust by Design, Prentice Hall, 1999 See a couple of extracts here.

"Certainty, confidentiality, and privacy”

References:
Alan Cooper, The Inmates are Running the Asylum, SAMS, 2004
Chapter 4, The Dancing Bear, p 65 - 69, What's wrong with software?
Chapter 10, Designing for Power, p161, What makes software polite?

A terrible user experience part 1

A true story.

The following took place in Madrid last week. The protagonist is a friend of mine and her story inspired the following cartoon.






A little summary in case you can't see the images or understand my cartoons!

1. Melissa goes to get some money out of a cash point in broad daylight on a busy street in the centre of town.
2. Two 10 year-old girls approach and one starts messing with the cash machine.
3. Melissa cancels the transaction, grabs her card and leaves.
4. Meanwhile the children continue to bang on the machine.
   
5. Melissa later discovers 300 euros were withdrawn from her account at the time of the incident.
6. She reports the whole thing to the police who not only know who the girls are, but have also heard the same story on numerous occasions(!!). They attribute the problem to a known fault with the cash machine and say they are powerless to do anything due to the children's age and on account of it not being a robbery per se!! Apparently banging on the screen or keypad in a certain way, - even after a transaction has been cancelled and the card removed, - can make the ATM spit out 300 euros. This money is then deducted from the last account to use the cash machine.
7. The bank is debating whether they will return her money or not, but will take a leisurely 1 to 2 months to decide!

Side note.
A lot of the banks in Spain have their cash machines in the entrance hall to the bank as opposed to facing out onto the street itself, (which is standard in the UK). When the bank is closed, you can only get in to get money out by swiping your bank card. Once inside, not only are you on camera, but you also lock the door behind you to stop someone else coming in.

I was always quite puzzled by the logic to this feeling somewhat claustrophobic while being locked in and quite vulnerable to attack when leaving the bank; thinking that people could be waiting just outside to relieve me of my cash.

So, maybe this a chicken and egg situation:
Have robbery techniques developed to take advantage of the vulnerability of the exposed cash points (as opposed to the "security" of enclosed ones)?
Or, have cash points traditionally been kept inside the bank to protect their customers from this type of attack?
And, most importantly, to what point does this affect the assignment of responsibility and accountability for secure, reliable and safe cash point operations?

E-commerce: IKEA getting it right

I was delighted (or relieved) to see that it is at last possible to buy Ikea products online.

This option, long awaited by the masses, has been surprisingly slow in the coming considering the apparent ease of extending their reach and services while making a fortune for themselves in the process.

And I say "relieved" principally as a non-car owner: the underground journey with a floor lamp and double duvet underarm has never been much fun, and I'll certainly be delighted not to have to do battle with the queues and crowds over a rug when shopping online becomes an option for my neighbourhood.

So, being a bit of a geek I thought I'd check out the online store despite not being able to get a thing delivered at this point in time (love online forms) and, I have to say, I was pleasantly surprised by a number of the services and functions offered.

Always ones for being innovative, their website has a few features that any self-respecting e-commerce site would hope to have, (assuming you have Flash, javascript and so on installed).

• Their internationally acclaimed "Ask Anna" virtual assistant, (see image above) able to turn around insults and indecent proposals while keeping her cool - even from those most determined to provoke and crash the system - offers useful, polite and friendly advice in real time.
  
  
• The product navigation options also enable a good look at the products from different angles and different situations, thereby enabling the online window shopper to get the best virtual feel for the products possible from a website.
  
  
• You can also download a room planner application should you so desire.

These functions have been on their site for quite sometime.

• However, this time around an ad for their corporate social responsability campaign "Create a foot of forest" caught my eye.
  
  Essentially it's a clever loyalty card scheme, (though I don't think Ikea really have any competition, do they?), in which every time you shop, Ikea donates to the Woodland Trust.
  Great idea: it eases the consciences of shoppers buying wooden furniture; creates woodland; the name, "Ikea Family", although at first misleading (I thought it was for parents), adds a sense of belonging; and Ikea get a lot of personal information into the bargain.


• A further ad announces their fairtrade policy "Low price but not at any price" and invites users to find out more. This kind of transparency is quite a refreshing, particularly when cheap prices these days do so often have a immoral story behind them.

What else do they get right?

• The full address, directions, a clear map, store opening hours and telephone number found on the same page. A usability basic, rarely well-implemented or complete.
  
  
• Not only do they support national initiatives, but also local ones, details of which can be found on your local store page.
  
  
• Instant stock availability checker for the stores closest to you (although the form could be a little clearer).
  
  
• Transparent delivery prices displayed on the home page.
  
  
  

  Oh, and talking of online forms, apart from some slight confusion with the newsletter opt in and accept conditions pop ups which appear at the end of the Ikea Family registration, (Cancel, Back, or Next - no "Accept", is "Back" going to "Cancel" it too?), clear, well-positioned labelling, no distractons, 8/10.
  

Visual feedback: keeping the user informed

Visual feedback is a one of the most fundamental requirements for successful human-computer interaction, or for human-anything interaction come to that.

An example of poor visual feedback could be my previous laptop or current MP3 player; both have an initial plain black start-up screen. I hit the "on" button and nothing appears to happen, so I hit it a few more times, - probably doing more harm than good,- until at last something changes on the screen.

...and there it is, the key to visual feedback; the fact that something has happened or is in the middle of doing something has to be obvious. If I don't notice that something has changed, I won't know or believe it has.

Seems obvious, right? But so many times the difference is so subtle or so slight that the fact that something has changed goes unnoticed.
We, as users, need the system to tell us its state. A start-up screen of any colour other than black would let me know my hitting the "on" button had turned on the machine and that I should hang on for a second or two (rather than repeatedly hitting the same key harder and harder more and more impatiently!).

Effective visual feedback can be achieved by a change in the layout of the elements on screen, or a change in their colour, tone, size or shape, or a combination of the above, (colour alone is not recommended for accessibility reasons).

Online forms and sign-up processes are common examples of where visual feedback is required in the online world, whether or not it is actually provided. Let's take a look at some good examples:

Línea Directa Insurance 1

Línea Directa Insurance 2
The difference between the first and second screen is immediately apparent on account of the colours and shading. The instructions also indicate the fields which require attention; the user would notice such a change and not expect to see the confirmation screen until she had made the relevant changes.


Facebook, wrong password
Given the site's blue and white colour scheme, a big pink box attracts the user's eye. Helpful hints are also provided to help the user on his way.

My Family sign in page. Another classic use of colour and shading.
The message that appears at the top of the screen makes the rest of the form shift down the page; a movement which attracts the user's attention.
Also notice that the actions buttons don't activate until all the information has been gathered.

Photo Bucket's error message goes one step further: not only does it include the standard error icon (an important visual clue) and some alternative user names, it actually points out the field in question so there can be no mistake as to where the error lies. A change in the colours used and shading can also be seen.

And finally, a step away from error messages, Nextel's character counter let's you know how many characters you have typed (instead of just telling you the maximum allowed). A great help for all of us who do not see communicating an idea in terms of numbers of characters!


Also see:
Jakob Nielsen's Alertbox: Top 10 application design mistakes (mistake no. 4)
Signal vs Noise: Web Interface Design Tip: The Yellow Fade Technique

Trust, asparagus and a little faith in humanity

On a recent visit home to Warwickshire, England, my dad pulled off the road to buy fresh asparagus from a farm.

It was quite a different grocery shopping experience to the average: here there were no queues, no need for debit cards, ID and pin numbers, the stall was left unsupervised and completely technology-free: you pay, take your change and enjoy your asparagus!

Quite refreshing to see in 2008.