Boxes and Arrows: Comments by afshan kirmani

afshan kirmani — Sat, 21 Apr 2007 09:19:45 GMT

My idea stresses on how this methodology has evolved- elaborating on how this method was used, is used and should be used. Ah yes, I also want to address your concerns about GOMS that should be used as a testing methodology.

To date, GOMS has been used as an evaluative technique. Soon, it will also be used as a testing methodology. As we combine testing with evaluations, we see how useful this methodology can be in an organization. To date, the analyst conducts the evaluative procedure. Taking this forward, this procedure should include the analyst and the user, bringing about effective results.

Applying this model during testing has several payoff’s which ultimately contributes to the usability of a product. In a controlled setting, users perform tasks, using a prototype of the product being developed. The users’ performance is analyzed, noting the difficulties faced during the performance of a task. For example, the clicks, the fumbles, the pleasant surprises along the way could be quantitatively and qualitatively analyzed.
Accordingly, the design is revised, keeping in mind the results of the testing procedure, using the GOMS model. Tests are frequently repeated during this cycle until the usability goals have been achieved.

Donna, does my premise seem clear to you now? 

afshan kirmani — Wed, 08 Oct 2008 16:59:21 GMT

Hmmm, I agree that there are a number of books that already exist. But my inputs after conducting user tests backed up with sufficient research would always help, wouldn’t it? ;) But I do agree that talking about all the functions in a single article would be an overload on our readers. Taking up each element would be a good solution, Donna!

Okay, so let’s take up one element as of now. Hmmm, a verification page in a form?
As I specialize in the banking sector, I notice that on most of the sites- be it an online banking application form, a mortgage form or an auto insurance application form- sites do not provide a verification page before the applicant submits his information online. With our tests conducted, we see how important this page can be as it benefits our users.

The key here is to provide best practice methods. This would help us gain an understanding of the entire application process and further analyze what users actually expect and need.

afshan kirmani — Fri, 04 May 2007 14:47:37 GMT

Robert, our discussions here are not always about online items. We could discuss anything under the sun, if it can interest our reader’s!

There are several factors that contribute to the disgust on people’s faces when they begin to fill in paper based forms. The complete lack of understanding that people have other things to do is most likely the case, especially here in India. This happens all the time when I visit my local bank. I enter the bank and the first thing that is thrust upon me- aaah, you guessed right, my friend- a disgusting looking form that has about a hundred questions for me to answer. Of course, once I begin filling in information, I encounter huge amounts of usability related problems. But all I get from my relationship manager is a sympathetic smile!

I specifically wanted to discuss online forms as most users today are going paperless. With the advent of online banking, who needs to visit a local branch, Robert? :)

afshan kirmani — Wed, 08 Oct 2008 16:59:51 GMT

Ah, a true piece of inspiration. I absolutely enjoyed the way you weaved in your knowledge of the world with a personal experience.

The truth to success begins by admitting our failures. I loved your approach, Joe. Keep us updated buddy. :)

afshan kirmani — Thu, 30 Aug 2007 05:39:39 GMT

Todd, thanks for the insight. I will be talking about error messages in the next part of the article. Watch out for that! I would love to get further feedback from you there. :)

Szymon, I completely agree with you. Most of the time we fail to discover these things as you rightly said. Our domain knowledge comes from learning and discovering. Without this, we fail to understand our designers and most importantly our users.

Melissa, you rightly pointed out that designers often fail to redesign the form while reconstructing their website. This completely disorients users as they move from the content of the website to the form.

It would be great if you guys have some more examples to share from your experience of forms design. This may not necessarily be an insight from the financial domain. :)

afshan kirmani — Thu, 30 Aug 2007 12:28:46 GMT

Holger, I will be talking about mandatory fields, formatting, and error messages in the next part of the article. Among other strategies, I will talk about your insights in detail. :)
We all love and hate our forms, Holger. :)

Ah, testing! I’m glad that you added your inputs in. Any findings that you want to share, feel free to do so!

afshan kirmani — Fri, 31 Aug 2007 05:23:21 GMT

Richard, I don’t really see why you would want to break away from this metaphor. We mimic really to get closer to how users think.

Yes, I do agree that paper based forms can be as tedious. Thus, with closer research based studies and cognitive approached to how users think, we could make this experience a pleasant one.

I hope to hear from anyone who would like to share their thoughts on your comment. :)

afshan kirmani — Fri, 31 Aug 2007 05:25:33 GMT

Jonathan, thanks for your inputs. I will be talking about a few things that you mentioned in your comment. I hope the next part of the article would be of use to you. :) Hoping to hear out your thoughts when that comes out!

afshan kirmani — Fri, 31 Aug 2007 05:27:46 GMT

The compromise that you make with respect to the toll free number, I can see where that’s coming from. Clients often hesitate to provide a number up front. I’m quite sure that firms would lose out on a potential customer if there is no number present. Giving up on an application is far easier than moving forward apprehensively. Maybe that could be your stand point while getting this point across to your client.

afshan kirmani — Fri, 31 Aug 2007 05:28:19 GMT

Anna, some banks do provide a chatting facility online during the application process. This can also be helpful at times when users just don’t want to make that call.

Thanks for your feedback. :)

afshan kirmani — Fri, 31 Aug 2007 05:28:37 GMT

Thanks for the fix, Nat!

afshan kirmani — Fri, 31 Aug 2007 13:01:22 GMT

Interesting. I wish it were in English though. ;)

afshan kirmani — Mon, 03 Sep 2007 09:45:57 GMT

Melissa, excellent feedback there. I’m so glad that you talked about the planning process. That’s something that wasn’t in the scope of this article. If you want to touch upon the contents of your “planning documents”, that would be great. I would love to know more about it.

I would want to know if you specifically create documents for a forms stucture or are you talking about the planning documents for your project in general?

I am specifically interested in this as each team has their own documents created before a forms design begins. Knowing your process of creating a form would be an interesting stand point here.

afshan kirmani — Tue, 04 Sep 2007 11:39:26 GMT

Richard, the ‘concept’ of an online form has been created from paper-based forms. But I completely I agree with you. We should now gauge user expectations from a forms structure and try and build a new model, altogether. To date, people still do cringe at paper-based forms. Now, with web 2.0 standing tall, we need to take advantage and move ahead.

So I completely agree with what you had to say.

We need to take this forward with the help of an excellent interaction process. That’s the advantage of the online world. Things can and will be interactive.

To summarize, we can help “build” this metaphor to greater heights by ensuring the following:
1. A good interaction model.
2. Providing users with what they don’t expect, pleasantly.
3. Making the process short, producing a productive result at the end of the process.

From your experience, do you want to add anything here, Richard? :)

afshan kirmani — Tue, 04 Sep 2007 13:44:06 GMT

Jessica, thanks for the feedback and your great inputs. :)

Just a query here: The link you provided (http://www.formluate.com.au) doesn’t seem to be active. The server could not be found. I would absolutely love to read what you have to share. Keep me updated on that!