3. @mrjoe
⅓ ⅓⅓Research DesignDigital
Strategy
This is what I do, I’ve done over 500 user research sessions in 32
countries in the last 12 years.
I specialise in complex interactions, like hotel booking, Insurance,
banking, trains and plane booking.
Let me share some insights on forms.
8. @mrjoe
I want to
punch this website
in the face
As I said, I’ve completed around 500 user research sessions in my career.
And I hear frustration. Lots of frustration.
14. @mrjoe
[it] has also observed through field-testing
that in part because of the SSL solution,
the site has experienced a 26% higher
conversion rate
http://www.verisign.com/ssl/ssl-information-center/ssl-case-studies/credit-karma/index.html
86% of online shoppers feel more confident
about entering personal information on
sites using security indicators
http://www.thawte.com/resources/ssl-information-center/inspire-trust-online/index.html
But there are companies that want you to trust in the security messages. It’s their business. But
it’s misguided.
16. @mrjoe
60%
Have you ever copied a classmate’s homework?
http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1430482
60% of people say they have
17. @mrjoe
Have you ever copied a classmate’s homework?
http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1430482
Your information is
private & secure.
But what happens when we add this
message?
18. @mrjoe
60%
Have you ever copied a classmate’s homework?
http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1430482
38%
People are less honest! Hold that
thought more on honesty later.
26. @mrjoe
0How old are you?
min="0" max="99"
What I’ve seen in user research. What I’ve seen.
People are drawn to the up/down arrows
Text boxes with stuff in, like select boxes we are taught to click. I’ve watched
users spend 5 minutes clicking the up arrow, again and again.
28. @mrjoe
0How old are you?
min="0" max="99"
T = a + blog
2 (1 +
D
W) This is Fitts Law a very complicated way
of saying...
Small stuff is hard to click.
29. @mrjoe
I watched some spend ages trying to get
their exact salary, sliders are crappy for
exact numbers. Think before using them.
32. @mrjoe
Phone Number *
Age *
This blew my mind first time I heard it. I keep
hearing it. why?
it’s a fake construct. a tech solution to a non tech
problem.
WIth paper forms, how do people complete
them.
From top til bottom until you stop them.
33. @mrjoe
Phone Number *
Age *I didn’t see them [the
asterisks]. There’s nothing
that explains what they
mean.
And I’ve heard this, many times, too many to
ignore
50. @mrjoe
Along came the iPad. Thank you!
Drag and drop became more common place
people tried different ideas
But we won’t go back, not because of affordance
but because...
51. @mrjoe
Why [drag] when you
can click and it goes
over automatically?
People are lazy! They will always choose the easy
option. Hitting a button is easier than dragging,
it’s less effort.
54. @mrjoe
In the last 24 months
have you used any
tobacco products?
Such as cigarettes, pipe tobacco, cigars
or nicotine replacement products
Yes
No
How would you answer this question?
55. @mrjoe
In the last 24 months
have you used any
tobacco products?
Such as cigarettes, pipe tobacco, cigars
or nicotine replacement products
Yes
No
Life Insurance
Corp.
What about now? Would you answer the same
way? Most people wouldn’t because they know
the consequences. My premium will be higher. But
what if you are an insurance company? You need
people to be honest…
56. @mrjoe
Help yourself to milk and
leave a contribution.
http://www.fieldexperiments.com/uploads/biology%20letters.pdf
Back to psychology. An experiment in a university
kitchen. Shared milk for coffee and tea. Take milk
and leave a contribution to help buy some more.
57. @mrjoe
Help yourself to milk and
leave a contribution.
http://www.fieldexperiments.com/uploads/biology%20letters.pdf
What images might improve the amount of money
left?
58. @mrjoe
£ paid per litre of milk consumed
People paid nearly three times
as much for their drinks when
eyes were displayed rather than a
control image.
This finding provides the first
evidence from a naturalistic
setting of the importance of cues
of being watched, and hence
reputational concerns, on human
cooperative behaviour.
http://www.fieldexperiments.com/uploads/biology%20letters.pdf
59. @mrjoe
In the last 24 months
have you used any
tobacco products?
Such as cigarettes, pipe tobacco, cigars
or nicotine replacement products
Yes
No
So what did we do in out project?
60. @mrjoe
In the last 24 months
have you used any
tobacco products?
Such as cigarettes, pipe tobacco, cigars
or nicotine replacement products
Yes
No
We added a face, in this case it was someone from the TV adverts, a stern looking June Whitfield.. What
happened? People were more honest, we had more yes answers. Premiums might go down for all.
61. @mrjoe
Title Text
61
A designer
who doesn't
understand
psychology
is going to be no
more successful
than an architect
who doesn't
understand physics
Image: http://victorenrich.com/archives/155
@mrjoe