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…
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.
Objective: Make waiting in line shorter Solution: FastPass Case Study: Disney Theme Parks
Objective: Make waiting in line seem shorter Solution: Diversion during wait Case Study: Disney Theme Parks
Objective: Make waiting in line more tolerable Solution: Provide Information Case Study: Disney Theme Parks
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.
(from Designing and Engineering Time, www.EngineeringTime.com)
Real versus Perceived Actual Duration Perceived Duration VERIDICAL UNDERESTIMATION OVERESTIMATION TECHNIQUE VIOLATION
Perceptual Technique Invisible Deconstruction (from Designing and Engineering Time, www.EngineeringTime.com)
Perceptual Technique Meaningful Diversion (from Designing and Engineering Time, www.EngineeringTime.com)
Perceptual Violation Captive to the Wait (from Designing and Engineering Time, www.EngineeringTime.com)
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”
the maximum degree of something we are willing to experience in order to attain something.
The mangosteen fruit was the size of a golf ball! …. so what? Is it big, small, unusual, etc.
… 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!
Tolerance Perceived Duration* INTOLERABLE TOLERABLE Tolerance TECHNIQUE VIOLATION Tolerance vs Perceived Duration * = or Actual Duration
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)
Tolerance Technique The Priceline Model (from Designing and Engineering Time, www.EngineeringTime.com)
Tolerance Technique Contextualized Benchmark (from Designing and Engineering Time, www.EngineeringTime.com)
Tolerance Violation Loop Confirmation (from Designing and Engineering Time, www.EngineeringTime.com)
Tolerance Violation Perpetual Ending (from Designing and Engineering Time, www.EngineeringTime.com)
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
Thank you! More Info? Steve - SSeow@Microsoft.com Blog - http://blogs.msdn.com/time Book - Designing and Engineering Time Web - www.Engineering Time.com Free Handout: UI Timing Cheatsheet Mangosteens: