I've worked as tech support in one capacity or another for about ten years (sysadmin counts as tech support in my book) and unless the user has done something really stupid, in most cases I have to sympathize with them. Computers are confusing! We, the programmers and engineers, have created an excessively-complex world and the poor users are floundering in it. What may seem like common sense to us may seem absurd to the users, and what may seem absurd to us may seem like a natural reaction to novices.
Take the example I'm replying to -- the one about having the speakers plugged into the mic inputs. We can laugh at that and say "Duh, you plugged it into the wrong jack." But what does the user see? Two (or more) round indentical holes with barely-legible labels stamped into the metal bracket. Which to choose? Even I, the experienced user, have to pull the machine all the way out and shine a light at just the right angle to make out the lettering. Better labeling and colors will help (what about color-blind users?), but a better solution is to make the jacks physically different so you can't possibly plug the wrong thing in. Will that raise the price of the computer? Sure. Will the payoff be even greater with the reduced number of tech support calls? You betcha.
Sometimes even small things will go a long way to improving the user experience. If we're to truly bring computing to the masses, we need to pay attention to the details. It's time to make fun of the people who design crappy computers products. Oh wait, that's us. No wonder we make fun of the users instead...
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I'm inspired enough to someday build an electric vehicle for myself for city use.
I've worked as tech support in one capacity or another for about ten years (sysadmin counts as tech support in my book) and unless the user has done something really stupid, in most cases I have to sympathize with them. Computers are confusing! We, the programmers and engineers, have created an excessively-complex world and the poor users are floundering in it. What may seem like common sense to us may seem absurd to the users, and what may seem absurd to us may seem like a natural reaction to novices.
Take the example I'm replying to -- the one about having the speakers plugged into the mic inputs. We can laugh at that and say "Duh, you plugged it into the wrong jack." But what does the user see? Two (or more) round indentical holes with barely-legible labels stamped into the metal bracket. Which to choose? Even I, the experienced user, have to pull the machine all the way out and shine a light at just the right angle to make out the lettering. Better labeling and colors will help (what about color-blind users?), but a better solution is to make the jacks physically different so you can't possibly plug the wrong thing in. Will that raise the price of the computer? Sure. Will the payoff be even greater with the reduced number of tech support calls? You betcha.
Sometimes even small things will go a long way to improving the user experience. If we're to truly bring computing to the masses, we need to pay attention to the details. It's time to make fun of the people who design crappy computers products. Oh wait, that's us. No wonder we make fun of the users instead...