Software without Instructions
This guide is about adopting a mindset that enhances products and user satisfaction.
Which products do you love?
Software is unique, but software products are still products and can be compared to non-software products. Sometimes, I reflect on my favorite physical products, especially tools, and draw parallels to software products.
My favorite product is the chef's knife because it can competently complete countless tasks, from chopping lettuce to breaking apart frozen berries to slicing and scooping pizza. I’m sure some chef knives come with instructions, but they are unnecessary. The tool is simple; its uses are relatively obvious, and you can rely on it to do the job. It also declutters the workspace and saves time at the sink, as it's the one tool you really need.
Think about the products you truly love, the inanimate objects with which you've formed an emotional bond. Did you have to pore over a manual to use them? Were you formally trained? I bet most of you were not. You might have sought training to hone your skills or apply them in unique ways, but likely you were competent before that.
How do you define great User Experience (UX)?
A great UX is achieved when what the user thinks will happen, does happen. It really is that simple. It's a dance between expectations and reality. No matter how impressive the result, if it's not what the user expected, the UX falls short.
If instructions are necessary, your UI is lacking.
By “instructions”, I refer to multiple sentences detailing a feature's inputs and outputs. It's usually a red flag if you need more than a sentence to explain a button. Ideally, a button is described with just a word or two.
Often, the urge to add explanatory text to a UI stems from its deficiencies. Addressing the root issues can eliminate the need for instructions.
UI is responsible for:
Setting Expectations - The choice of words, element placement, colors, and other factors shape users' expectations of a feature's behavior.
Conveying the Output - The UI must communicate the results of user actions in a comprehensible and expected manner, while also being accurate.
Accuracy is crucial. Don't claim an article is published if it's queued for publication. There might be errors, or the user might verify the status, and you've misled them. Strive for an honest, albeit simplified, depiction of the situation.
When are instructions acceptable?
Help Centers are appropriate for users seeking deeper understanding. Maybe a user gets the gist of a feature but wants to confirm it fits their specific needs.
Take the chef's knife again. You might not know the ideal angle for sharpening. You could sharpen it without that knowledge, but you might look it up anyway.
The same applies to software features. It's acceptable if a small percentage of users seek additional details. However, if a significant portion does, the UI is failing them. And if new users must be trained by your staff before using the product, it's time to rethink the design from the ground up.
How do I know if the UX is good enough?
Usability Testing is the answer. Have people perform tasks, document their expectations and interpretations of the outcomes. You'll understand their thought process and can align the UI with that mental model. The UI should also guide less experienced users toward this mindset.
No UX can be perfect; the ideal would be akin to magic, but even magic has unexpected implications.
A product's quality is measured by how well it meets expectations. Aim for continuous improvement, but avoid the trap of perfectionism.
