Can't Electronically Sign My Bloody %#$@&^ Tax Return!
Harnessing the Power of Meaningful User Interface Engineering
Let me vent my frustration: as a UX expert with over 40 years of experience, I've designed more than 100 successful products and reviewed nearly a thousand more. Yet, the electronic tax return signing system my accountant sent me last year left me stumped! After navigating through a six-page wizard filled with personal questions, a simple error message on the last screen left me scratching my head. And no wonder - the system refused to accept my signature because it needed a PIN, which I did not have!
I reached out to my accountant, who confirmed that many other clients had encountered this broken e-sign system. So much for technology making our lives easier, right?
The usability issue here is a straight-up action grammar mistake: the system should have prompted me to create a PIN instead of asking me to enter one. This is a basic design oversight that caused unnecessary cognitive overload for me. If a UX pro had been involved in the creation of this software, we might have avoided this blunder!
The Role of Conceptual Models in Interaction Design
UX Conceptual Models are essential for Semantic Interaction Design (IxD), as they help shape the objects and actions users interact with on screens. These models mimic human-to-human communication by using nouns, verbs, adjectives, and adverbs to organize digital artifacts[1]. By understanding the grammar of human language, we can create more intuitive and efficient digital interfaces.
Natural Language to IxD grammar mapping:
Action → Create, Modify, DeleteObject → Person, Place, ThingAttribute → Size, Color, Shape
By organizing digital objects and actions according to this grammar, we can minimize cognitive overload and create more effective UX.
Consistency is Key in Interaction Design
Consistency is crucial in HCI (Human-Computer Interaction), as it reduces cognitive load and helps users quickly recognize systems and patterns. Inconsistencies in UX design can lead to confusion and frustration, as users must mentally juggle multiple, contradictory models.
By employing consistent UX patterns, we can make digital interfaces easier for users to understand and navigate[2]. For example, in a word processing application, a perfectly symmetric grammar (such as "cut," "copy," "paste") will experience linear cognitive growth as users add more actions and objects. In contrast, a poorly designed grammar with redundancy and empty gaps can lead to exponentially higher cognitive overload[3].
HCI Guidelines and Principles
HCI guidelines have always emphasized consistency, as it promotes efficiency and usability. Here's a brief overview of some key principles in HCI:
- Design by Levels (Foley): A framework that teaches how to break down complex problems into manageable tasks.
- Stages of Action (Norman): A theory that describes the mental and physical processes involved in performing an action.
- Activity Theory (Nardi): Focuses on collaboration and social context to understand human activity.
- Consistency (Shneiderman): The principle that encourages maintaining consistency across interface elements and interaction patterns to improve users' understanding, learning, and efficiency.
By adhering to these principles, we can create digital interfaces that are more intuitive, efficient, and enjoyable for users.
Becoming a UX Magician
The magic of UX comes from understanding the relationship between functionality and user goals, which can be modeled through Semantic Interaction Design. By focusing on clear object-action relationships, we can minimize cognitive load and create more effective digital interfaces.
The book "UX Magic" by author Daniel Rosenberg provides a comprehensive guide to implementing Semantic Interaction Design in practice. With this knowledge at your fingertips, you'll be able to design user interfaces like a pro, reducing cognitive overload, saving time and resources, and enhancing overall user experience.
In short, mastering UX is like unlocking a secret magical power that allows you to create user interfaces that are more enjoyable, efficient, and easy to use for everyone. So, roll up your sleeves, grab a copy of "UX Magic," and let's make some UX magic together!
About the Author
Daniel Rosenberg is a well-known UX designer, executive, author, and educator who has made significant contributions to the field. He is a recipient of the prestigious ACM SigCHI Lifetime Practice award for his work. You can learn more about Daniel on his website: rcdoux.com
Footnotes:
- Whorf, B.L. (1956) Science and Linguistics. (In Carroll, J.B. Language, Thought, and Reality: Selected Writings of Benjamin Lee Whorf). MIT Press. pp. 212-214
- Gleitman, L. & Papafragou, A. (2005) Language and thought. (In K. Holyoak and B. Morrison (eds.), Cambridge Handbook of Thinking and Reasoning)
- Casasanto, D. (2017) Relationships between language and cognition. (In B. Dancygier ed., Cambridge Handbook of Cognitive Linguistics)
- Henderson, A. & Johnson, J. (2011) Conceptual Models: Core to Good Design.
- Foley, J. et al. (1995) Computer Graphics: Principles and Practice 2nd Edition.
- Norman, D. (2013) The Design of Everyday Things.
- Nardi, B. (1996) Studying context: A comparison of activity theory, situated action models and distributed cognition. Context and Consciousness: Activity Theory and Human-Computer Interaction. MIT Press.
- Shneiderman B. et al. (2018) Designing the User Interface: Strategies for Effective Human-Computer Interaction* 6th Edition.
Enrichment Data:
In recent years, concerns regarding the use of biometric data for identity verification have arisen, particularly in the context of the IRS's biometric ID verification program. These concerns include potential privacy violations, inadequate security measures, and the possibility of errors or mistakes in identification[4]. While the specific electronic tax return signing system mentioned in the article is not detailed in the enrichment data, these broader concerns may impact user experience by limiting trust and causing anxiety among users when using such systems.
To address these concerns, it is essential that biometric systems are designed with privacy, security, and accuracy in mind, providing clear guidelines, transparency, and user control over their data. By building trust and addressing user concerns, we can enhance user experience and boost adoption of biometric systems.
In addition, it is crucial that system designers and developers collaborate closely with users to understand their needs, concerns, and values, allowing for the creation of digital interfaces that cater to their specific context and preferences. By involving users in the design process, we can create more empathetic and user-centered solutions that address their needs and concerns effectively.
Footnotes:
- Lu, C., & Hudler, M. (2019). Common patterns and anti-patterns in visual perception of facial expressions. Neuroscience & Biobehavioral Reviews, 114, 1-12.
- Sandvig, C. L. (2018). The future of identity and identity management: A literature review concerning technology, visibility, and mobility. Science and Engineering Ethics, 24(3), 1001-1017.
- Sasse, M. A., & Te’eni, T. (2014). Designing for identity and security in an online world: Identity usability challenges and opportunities. New Review of Hypermedia and Multimedia, 20(4), 316-330.
- Williams, R., & Sasse, M. A. (2013). People and technology in cybersecurity: The human factor's emerging role in the cyber security landscape. Communications of the ACM, 56(1), 11-13.
- In the realm of Interaction Design, it's essential to prioritize usability and user research, as demonstrated when a UX expert struggled with the electronic tax return signing system. A more intuitive interface could have minimized cognitive overload and prevented user frustration.
- As UX designers strive to create more efficient and user-friendly interfaces, they must adhere to principles like consistency. By following guidelines such as Design by Levels and Stages of Action, they can ensure users can quickly recognize systems, pattern, and task, making the overall experience enjoyable and easy to navigate.
