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Steve Seow | User Researcher | Microsoft Surface InfoCamp 2009.

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1 Steve Seow | User Researcher | Microsoft Surface InfoCamp 2009

2 About Steve…  Academic: Experimental Psychology  Human Timing, Time Perception  Human-Computer Interaction  Professional: User Researcher  Visual Studio (Visual Basic)  Microsoft Surface  Spare time: Author  Designing and Engineering Time  Software Personality Disorders (writing)

3 The Barnabus Effect… Clip 1

4 Clip 2 The Barnabus Effect…

5 1.WYSMNBWYG: -What you see may not be what you get! 2. Your brain plays tricks on you all the time! … so don’t trust your brain! Scholarly note: Look up Attenuation Hypothesis The Barnabus Effect…

6 Q: How can we make our service faster? Q: How can we make our service appear faster? Q: How can our service be made more tolerable? Bank Customer: “Service is too slow!” A: Hire more tellers, streamline transaction, etc. A: Keep the lines moving, fill-out paper work, etc. A: Install television along waiting lines, promise valuable service, use ticket system, etc.

7 Objective: Make waiting in line shorter Solution: FastPass Case Study: Disney Theme Parks

8 Objective: Make waiting in line seem shorter Solution: Diversion during wait Case Study: Disney Theme Parks

9 Objective: Make waiting in line more tolerable Solution: Provide Information Case Study: Disney Theme Parks

10 User: “Download is too slow!” Q: How can we make the download faster? Q: How can we make the download appear faster? Q: How can the download more tolerable? A: Better compression, faster connection, smaller file size, etc. A: Provide progress indication, diversion, etc. A: Offer completion notification, provide “emergency exits”, etc. “Operational Management” Most compelling and tangible, but expensive.. “Perception management”. Inexpensive, effective for mainstream usage context. “Tolerance management”. Best remedy when perception is rigid. Inexpensive.

11 (from Designing and Engineering Time,

12 per cep tion

13 what the brain does with the information it receives from the senses.


15 What does this symbol mean?... to a child?... to a diner?... to a soldier?... to a Wiccan?



18 Perceptual Technique Invisible Deconstruction (from Designing and Engineering Time,

19 Perceptual Technique Meaningful Diversion (from Designing and Engineering Time,

20 Perceptual Violation Captive to the Wait (from Designing and Engineering Time,

21 1. Distinction from Reality Objective Duration : Clock Perceived Duration : Human internal clock 2. Perception = Reality No need to question if perception=reality Practical Reality 3. Clocks Don’t Judge! Don’t tell if something is good/bad, fast/slow, etc. A clock just tells time. Which brings us to the next topic … Recap: Perception Perceived or Actual? Actual: objectively measured “It took 9 min and 20 seconds” Perceived: subjectively measured or estimated “It was about 10 minutes”

22 tol er ance

23 the maximum degree of something we are willing to experience in order to attain something.

24 The mangosteen fruit was the size of a golf ball! …. so what? Is it big, small, unusual, etc.

25 … it only took 3 minutes yesterday. The download is slow! “The download took about 5 minutes…” … and it’s only 1 MB! The download is too slow! … it used to take over an hour. This broadband stuff is great!

26 Tolerance Perceived Duration* INTOLERABLE TOLERABLE Tolerance TECHNIQUE VIOLATION Tolerance vs Perceived Duration * = or Actual Duration

27 Maister’s First Law of Service  satisfaction is a function of disconfirmation, or the difference between what was perceived and what was expected. Satisfaction = (Experienced – Expected) Satisfaction = (Perception – Tolerance)

28 Tolerance Technique The Priceline Model (from Designing and Engineering Time,

29 Tolerance Technique Contextualized Benchmark (from Designing and Engineering Time,

30 Tolerance Violation Loop Confirmation (from Designing and Engineering Time,

31 Tolerance Violation Perpetual Ending (from Designing and Engineering Time,

32 1. Tolerance Threshold = Mental Benchmark 2. Tolerance is highly volatile/malleable easily influenced by various factors: prior experiences, attempts, exposure explicit standard/metric, benchmarks comparative reference (similar experience) culture, context (time of day, relation to other matters) reputation, brand name, trends, fads, bias, spite. expectation of responsiveness Recap: Tolerance

33 Concluding “Words of Wisdom” 1.Time = Precious Commodity. 2.Uncertainty = Biggest Poison. 3.Information = Powerful Antidote.

34 Thank you!  More Info?  Steve -  Blog -  Book - Designing and Engineering Time  Web - www.Engineering  Free Handout: UI Timing Cheatsheet  Mangosteens:

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