This was a workshop ran at UX Bristol 2012 about online forms, conversation and emotion. The workshop involved some role playing, acting out the conversation. These slides have been amended for reading purposes.
Forms of Emotion Mike Harris @BlueBoard2People. hate. forms
This Morning’s Agenda Introduction Exercise 1 - Feedback on Exercise 1 Exercise 2 - Feedback on Exercise 2 Exercise 3 Q&A http://www.youtube.com/watch?v=U5vrkH5m Remember, a form is anythingwith an input field, and anythingrequiring input is a conversation 2
Like human conversations, too much of one thing becomes 3 annoying and off putting
Successful Conversations Two-way balanced processes Both structured and flexible Responsive Not Taxing Logical Productive PreparedSuccessful interview techniquerelies on being both structured 4 and flexible.
EmotionsA few example emotions that occur when filling in forms 5
The Expectation of Emotions Will I be able to complete this? Will it ask me difficult questions? Will I have all the knowledge it needs? Will it crash before I finish? Will I get stuck in an error loop? Will it save my answers? “Formaphobia” or “Form Angst”But including the angst before a form… 6
Emotions in realityA ‘timeline of emotions’ actually looks more like this 7
Exercise 1 – Preparing the questions (15 minutes)Groups of 3 to 4 peopleOne person assigned as “The User”One person assigned as “The Questioner”One or Two people assigned as “Observers”The “User” is to work separately from the other 2or 3 in the group for this exercisePlease read instruction sheets. 8
Get them to do something first to avoid ‘too much planning’: E.g. Get them to declare their goal 9
An example model of beginningwith the user’s goal. Is it the best way? Not in all cases. 10
It doesn’t have to be pretty orcontain a cute speech bubble to follow the model! 11
A nice example of reflection (topright) being made available when needed, and some more chunksof ‘planning’ coming in at a later stage 12
Exercise 2 – The Conversation (10 minutes)The Questioner will now ask the questions toThe User, while The Observers watch.Please refer to instruction sheets.If you finish before the end: Switch questionsets with another team and change roles.Conversational Strategies – which ones did you use? 13
Every question reads “the applicant”. It turns out this is anice example of legal restrictionson UX. Ideally, questions should be phrased personally using “you” 14
Forms often use ‘prep’ questions which can tailor the rest of theform. (In the exercise, a questionon age could have been added to avoid asking more complex questions later on which were age-dependent) 15
Can we even use an anchoring technique to make people feel better about answering questions? I.e. “Number ofquestions” starts at the max, andthen reduces as the form loads? 16
Can we go further with rebuilding forms? This one changes the language the form is written in and the question set based on these prep questions. Can we rewrite questions based on anything else? Gender? Age? Can we refer back to earlier answers? What else can we do to simplify the question set, rebuild the form on subsequent pages andhide the complexity of the form? 17
Which of these is the best way of asking this question? 18
In conversations, you acknowledge an answer with an“uh huh” or “okay”; can we show acknowledgement on forms (even when we are not using in- line validation)? 19
There are many types ofconversation. Can we draw out any strategies from them to 20 apply to forms?
Exercise 3 – Discussion (5 Minutes)How many different types of conversation arethere?What are the emotional circumstances of each?From your own experiences, how else can weapply real world situations or conversations tointeraction design?Stay in your groups or swap around if you prefer. 21
Thanks for Listening!Mike Harris @BlueBoard2 @We_are_Nomensa 22