Digital Fluency and User Experience - Remix South 2012
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This document discusses digital fluency and user experience. It provides an overview of key concepts related to digital fluency including vocabulary, syntax, expression, comprehension and communicative competence. It also discusses stages of competence and factors that influence how knowledge is processed such as familiarity bias, contrast, grouping, proximity and connectedness. The document encourages shifting perspective and provides links to the author's personal website and Twitter account for additional information.
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Digital Fluency and User Experience - Remix South 2012
- 1. Text
- 2. Hi! I’m J. Digital Fluency and User Experience J Cornelius Personal Site: http://jcornelius.com Twitter: @jc #remix12
- 3. fluency
- 6. communicative competence processing fluency
- 7. The brown ___ is in the pasture.
- 8. The brown ____ are in the pasture.
- 9. aocdcrnig to rseecrah at Cmabrigde Uinervtisy, it dseno't mttaer waht odrer the lterets in a wrod are in, the olny irpoamtnt tihng is taht the frsit and lsat ltteer be in the rhgit
- 11. LOL BTW ROFLMAO BRB
- 12. I haven’t seen her in a hot minute.
- 13. mma d rstrnt @ 9
- 16. My english is pretty good, too.
- 18. a digital pidgin
- 19. predictability discoverability learnability simplicity efficiency memorability
- 20. affordances
- 22. four stages of competence
- 23. unconscious incompetence you don’t know what you don’t know
- 24. conscious incompetence you know what you don’t know
- 25. conscious competence you know what you know
- 26. unconscious competence you just know
- 31. Our knowledge has “cursed” us.
- 35. It’s a visual language.
- 37. O = V + E + R + HV – F
- 41. Tzigstad is a city in Ukraine. ChiRchIq , is A ciTyin. -UzbeKisTAn
- 42. Aesthetically pleasing things are more likely to be considered true.
- 43. Our senses engage our emotions.
- 47. Not just what we say, but how.
- 48. © Jess McMullin
- 49. © Jess McMullin
- 51. familiarity bias
- 52. contrast
- 53. grouping
- 56. sequencing
- 57. need for certainty need for certainty
- 58. Let’s get real
- 70. fluency
- 71. Thanks! Digital Fluency and User Experience J Cornelius Get the slides: http://jc.cm/digital-fluency Twitter: @jc #remix12
Editor's Notes
- \n
- Hi!\n\nThanks for having me!\n\nSome of you know me, for those that don’t\n\nNine Labs: UX, Brand, and Business consulting\n\nPresident of AWDG.\n\nmy website,\n\nfollow me\n\nuse this hashtag #remix12\n\nhere to talk about something I’ve been giving a lot of thought to.\n\nDigital Fluency \n\nand User Experience\n\n\n
- Fluid - to flow, like water flows in a river.\n\nsmooth and steady.\n\nfluency in language\n\nmeasured in 4 skills\n\n- reading\n- writing\n- speaking\n- comprehension\n\nhaving one doesn’t mean you have others\n\nIn order to become fluent, you need to learn the structure.\n\nbuilding blocks of language\n\n[click]\n\n\n\n\n\n
- \nphonology: how the sounds are made\n\nvocabulary: the words we use\n\nsyntax: how those words form thoughts.\n\n\n\nonce we understand these with a certain level of fluency, we can communicate\n\ncommunication is two skills\n\n[CLICK]\n
- expression and comprehension\n\nexpression: you\n\ncomprehension: them\n\nspeak slower and smaller words to a non-native speaker or baby\n\n\n\nand we can measure our expression and comprehension skills\n\n\n[CLICK]\n
- communicative competence\n\na measure of fluency: vocabulary, syntax, phonology\n\n\nprocessing fluency\n\nease of understanding\n\nhow easy is it for us to process what we read or hear into coherent thoughts\n\n\nonce we have a high enough level of processing fluency, we can understand more complex language.\n\neven fill in the blanks using context.\n\n\n[CLICK]\n
- pretty easy to figure out.\n\nThe dairy ____ are in the pasture.\n\n\n\n
- even when the context changes slightly.\n\ninterestingly, once we have enough fluency we don’t really need to see the words at all...\n\n[CLICK]\n\n
- go ahead...\n\n\n\nyou see our brains get so good at recognizing words that the actual spelling becomes secondary.\n\nso use spellcheck. ;)\n
- metaphors\n\ncolloquialisms\n\nidioms\n\nslang\n\n
- here’s an example of some things we created to make our lives easier\n\nbut this requires specific knowledge\n
- even a native speaker would have trouble with this\n
- what the hell does this mean?\n
- so we have all these ways of modifying language to suit out needs.\n\nthese all require both the speaker and the listener have roughly equal levels of fluency\n\neven still, we can make mistakes.\n\n---------------\n\ncompany had offices in Spain\n\nmissed my connection in Madrid.\n\nchecked in to hotel.... old man at counter.\n\n20 minutes later\n\n...when I rounded the corner I saw this.\n
- not actually Penelope Cruz, but it may as well have been.\n\nI switched my thinking,\n\nI’m a guy so I wanted to impress her...\n\n¿se habla espanol?\n\nshe said, “yes, [CLICK]\n\n\nmy english is pretty good, too”\n\n\n\nOF COURSE SHE SPEAKS SPANISH!\n\n\nI had messed up. \n\ndespite having enough fluency, I miss-communicated.\n
- good communication is making sure our message gets received properly.\n\nour communicative competence must be high\n\n\nin couples counseling\n\npsychologists will tell you to ask\n\n“what did you hear me say?”\n\nverify that what you meant is what was heard.\n\nthis is hard on the web.\n\ndespite being interactive, bi-directional communication doesn’t happen between a user and a website the same way it does between two people.\n\nwhat we have is a different type of communication,\n\na different type of language\n\n[CLICK]\n
- a pidgin is a language that evolved as a form of communication for groups that didn’t share a language\n\nhumans and computers don’t speak the same language.\n\nwe’ve devised ways to communicate with pictures and text... \n\nan evolution of the newspaper and magazines...\n\nbut it’s interactive\n\n----\n\nweb fluency is a new skill\n\nnot everyone has it.\n\nwe talked about the building blocks of language, vocabulary, syntax, etc,\n\nlet’s talk about the building blocks of this new interactive language\n\nour digital pidgin.\n\n\n\n
- building blocks of the digital pidgin\n\npredictability: does it do what you think it will\n\ndiscoverability: can you find what you need, or figure it out on your own. is it intuitive?\n\nlearnability: does using the interface teach you more about how use it?\n\nsimplicity: opposite of complicated. Einstien said, Everything should be made as simple as possible, but not one bit simpler.\n\nefficiency: how much time and/or effort is required to get it done?\n\nmemorability: can you remember how to use it after not using it for a while?\n\nif you’re more advanced, you may recognize these as a mix of Nielson and Garrett’s ideas on usability and user experience. \n\nusability and UX are very closely related\n\n------\n\n\n\n\n\n\n\n
- we accomplish these through affordances\n\nimages, links, buttons, form fields, etc\n\ninevitably despite our best efforts, we can make mistakes, like I did in Spain\n\nbut instead of a helpful reply from a beautiful woman, we get this:\n\n[CLICK]\n\n
- \ncommunication breakdown\n\nwhy do people get stuck?\n\nnot everyone has the same level of fluency\n\nthe newbie is less fluent than the vet\n\nemail forwards with everyone CC’d\n\nnot knowing where to click\n\nstaring at the search box and not seeing it.\n\netc...\n\nwe can attribute this to different levels of competence.\n\nback in the 70’s a man named Noel Burch defined the four stages of competence.\n\n\nimage: 4kev.com\n
- It suggests that individuals are initially unaware of how little they know, \n\nAs they recognize that, they acquire skills, \n\nthen use those skills. \n\nEventually, the skill can be done without being thought through\n
- stage 1\n\nunconscious incompetence\n\nyou don’t know what you don’t know\n\nthere may be some skill or knowledge you’ve never heard of\n\nmay deny the existence or usefulness of the skill\n\nmust recognize their ignorance and value of the skill before they can move on\n\n\n
- stage 2\n\nconscious incompetence\n\nyou’re aware of your ignorance and see the value\n\nbegin to acquire the skill\n\nin language this would be a non-speaker, who recognizes the language being spoken\n
- stage 3\n\nconscious competence\n\nyou know how to do something, but it takes work\n\nyou have to think about it\n\nin language: this could range from knowing how to ask for directions, find a bathroom, and order a beer, to what’s called “conversational”.\n
- stage 4\n\nunconscious competence\n\nThis is when it just flows. It’s natural.\n\nwe do it without thinking.\n\nin language: this is fluency\n\nthere is a difference between fluency and mastery.\n\nthink about the phrase “I could care less”.\n
- most people are here.\n\nthey either know they don’t know (or are scared)\n\nor they know, but it takes effort.\n\n\nevery time we make someone think about something, we’re forcing them back to conscious competence, or into fear of making a mistake.\n\never been in a conversation where you didn’t understand the vocabulary or terminology used?\n\nwhat did you do? probably backed away...\n\nthat’s what we do when we can’t communicate.\n\nif we can’t express ourself, or can’t understand what’s being said, we look somewhere else.\n\n---------\n\nOkay... \n\nnow that we’ve looked at the building blocks of language and communication\n\nand how differing levels of fluency can impact our ability to communicate.\n\n\n\nlet’s move on.\n\n
- What’s the problem?\n\nwhy do we as practitioners sometimes struggle with getting our message across.\n\nwe can’t adjust for every person’s fluency level\n\nwe need to work on our communicative competency\n\n\n
- how can we do that?\n\nwhat stands in the way?\n\n\nthere’s a cognitive bias called the \n\nCurse of Knowledge\nbetter-informed people find it extremely difficult to think about problems from the perspective of lesser-informed people.\n\nChip and Dan Heath, authors of “Made to Stick” said\n\nOnce we know something, we find it hard to imagine what it was like not to know it. \n[CLICK]\nOur knowledge has “cursed” us. And it becomes difficult for us to share our knowledge with others, because we can’t readily re-create their state of mind.\n\nmusic example here???\n\n\nBut there’s hope!\n\n[CLICK]\n\n\n\n\n
- \nParadox of Language Acquisition\nThe limited amount of comprehensible input that children receive is mathematically insufficient for them to determine grammatical principles, yet somehow they are still able to do so.\n\nlike the bumblebee\n\n\ndespite not having all the available information, kids pick up grammar and syntax\n\nNow... fortunately, we work in a visual medium so we get to use pictures,\n\nand humans like to look at pictures.\n
- in prehistoric times...\n\n\ncave drawings.\n\nimage: davinciswings.blogspot.com\n
- hieroglyphics\n\nas society evolved, so did language.\n\n\nimage; algorhythym.wordpress.com\n
- lucky for us the web is very visual\n\nstriking photos. literal photos. icons. colors.\n\nthings of different size and shape.\n\nthe thing about visuals is they communicate in their own way\n\n\nGeorge Birkoff’s Aesthetic Measure\n\n\n\n\n
- You did a great job!\n
- I’m gonna kill you!\n\nimage: http://andthatswhyyouresingle.com\n
- Birkhoff’s Aesthetic Measure \nmathematical theorem\n\nratio of order to complexity\n\n
- V is vertical symmetry, \nE is equilibrium, \nR is rotational symmetry, \nHV is the relation of the polygon to a horizontal-vertical network, and \nF is a general negative factor (unsatisfactory form). \n\n
- The square gets the highest score.\n
- Birkhoff used white lines to show how this painting consists of comprehensible geometric forms.\n\nso we see how even organic shapes can be measured this way.\n\nalso think about the golden ratio\n\npyramids, flowers, \n\nhttp://www.maa.org/mathland/mathtrek_05_24_04.html\n
- we like to look at beautiful things\n\nbut not just because they’re beautiful\n\nwe also use aesthetics to place value on things\n\n\n\nwhich of these is true. listen to your gut.\n
- city is in country study\n\nEffects of Perceptual Fluency on Judgments of Truth - Reber and Schwarz 1999\n\nhttp://carlo-hamalainen.net/stuff/Reber_Schwarz_Perceptual_fluency.pdf\n\n
- we believe beautiful things easier\n\nmore likely to use them\n\nmore likely to trust them\n\n[CLICK]\n\n\n
- our senses engage our emotions\n\nwhat we perceive affects how we feel\n\nwe talk about going to a “happy place” - there’s no place like home.\n\na smell can trigger a memory\n\nseeing a child playing in the park might make us smile and bring us happiness\n\n------\n\nour emotions help guide our thoughts. \n\ngut feelings, “love is blind”\n\nsometimes we do silly or stupid things when we’re overcome with emotion.\n\nthink of the “temporary insanity” plea\n\n\n\n\n
- few things expose the dichotomy between rational thought and emotion like the stock market.\n\nmost people pick stocks based on equal measures of fact and emotion\n\nAdam Alter and Daniel Oppenheimer did a study at Princeton University about \n\nPredicting short-term stock fluctuations using processing fluency\n
- simple stock tickers perform better.\n\n\n\n
- \n
- not just what we say, but how we say it.\n\nwhat do you call the rest of your food?\n\nleftovers\n\nhe looked at me funny.\n\nno -- the wrist of your foot\n\n\nthere was a disparity between what he said and what I heard.\n\n-----\n\nancient greece, poetry was the highest form of language art.\n\nconsistent tone and tempo are important.\n\njust as consistency and tone are important in visual design.\n\n\n\n\n\n
- The cycle of experience\n\nTrigger\nSome circumstance triggers a need and a corresponding expectation of satisfaction.\n\n» Expectation\nWhat does the user expect to do, how do they expect to do it, what do they expect to get out of it in the end?\n\n» Proximity\nHow close is the user to the necessary part of the system? Are they on the right page?\n\n» Awareness\nDoes the user notice the necessary part of the system - the link, the info? Or are they \ndistracted by something else, like a spinning logo?\n\n» Connection\nDoes they make the connection between their need and the necessary part of the system? Do the cues match their expectation so they make the connection and act on it?\n\n\n
- » Action\nCan the user take action, or is there a mismatch with how they expected to act and the actual action required?\n\n» Response\nThe system provides a response to the user's action - is it the expected response? Does it meet the need?\n\n» Evaluation\nThe user compares the response with the expectation. Based on this comparison, the user will adjust their expectations.\n- If expectations are managed well, and are met consistently, the user will continue the cycle until their initial need is satisfied. \n- If expectations are not met, the user will stop using the system and try other channels or abandon the goal for the time being.\n
- we see how the experience happens, \n\nwhat are some methods we can use to help ensure we create great experiences?\n\nuse a conceptual metaphor to explain complicated things to people.\n\n
- we like things we already know.\n\nmemes...\n\n\n\n\n\n
- when scanning new information we are drawn to things that stand out.\n
- grouping information into familiar, manageable, units help us understand and recall.\n
- things that are close together are perceived to be related.\n\n
- things that are connected by uniform visual properties are perceived as being related.\n
- we are more likely to take action when complex activities are broken down into small tasks.\n\nexplaining laundry to a child. \n\nfirst take your dirty clothes OFF YOUR BODY\n\nput them all in piles by color\n\nput them in the WASHER\n\nadd SOAP\n\netc....\n\n\ngradual engagement.\n
- we crave certainty and are more likely to take action if info is available.\n\n{add to cart example, where it says you can edit the cart later}\n
- let’s get real\n
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- That there are many ways to approach our work, and many times a shift in perspective is needed to do our best work.\n
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- Hi!\n\nThanks for having me!\n\nSome of you know me, for those that don’t\n\nNine Labs: UX, Brand, and Business consulting\n\nPresident of AWDG.\n\nmy website,\n\nfollow me\n\nuse this hashtag #remixsouth\n\nhere to talk about something I’ve been giving a lot of thought to.\n\nDigital Fluency \n\nand User Experience\n\n\n
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