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User Centered

Studying the design of everyday things

Posts tagged with "cellphone"

Pinger- Near real time voice messages

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We've talked about this many times in the past: "A new spin on voicemail" "Simple Cell Phones" (second half), and here and here as well.

...well, I may have finally found an implementation that gets me about 95% of the way to having "near real time voice mail" (a concept Don Norman wrote about). It comes in the form of pinger.com and it's a "voice" version of a text message. How is that not a good 'ol fashion voice mail you ask? Well, it's not preceded by a phone call for one. There are times when I want to send a message to someone but don't want to bother them. From the site:

We've all been there-you make a call and think to yourself, "please don't pick up", or you call and think "I hope I'm not interrupting..." With Pinger you leave the message at your convenience, and they get it at their convenience. Unlike voicemail, there is no ringing, no annoying prompts, no lengthy greetings-just your message. Try sending a group message out to a bunch of people on different mobile phones. It's impossible without Pinger.



I've tried this out a bit and I really like it.

Pros-
1) When the caller gets a notification, it comes as a text message with a phone number embedded in it. Most phones (?) will let you select and dial the number from the inbox- and then you immediately hear the message. No prompts or button presses or anything. Perfect!

2) Free of charge

3) Easily grabbed my address book from my Mac and imported it. This allows voice dialing that was accurate on every entry I've tried so far... YMMV. Although- the import didn't work in Opera.

4) Great for leaving a note for yourself

5) Recipient can reply to a voice message with a voice message in turn, and I (the original sender) get pinged back.

Cons-
1) You haven't heard of this. Or... the phone companies haven't heard of it. It's a third party app, and it's GREAT for being a third party app. It would be nice if a company would buy out pinger and find a way to get the SMS message it sends to show it's from my contact instead of from pinger.com. But that's a VERY small gripe.

I recommend this! As much as I've grown reliant on text messaging, I'm sure this tool will come in handy when I'm not able/wanting to type.


PS- They have a BlackBerry app that acts as an inbox for your pinger messages. I'm not sure what value this adds over the inbox though.

Link: Mobile phone keypad design

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We talk a lot about mobile phones around here.... a LOT. Well, here's more fuel for the fire: a new method that puts the ABCD layout surrounding the traditional phone key buttons. Faster than the multi-tap, but qwerty it's not. Still not a bad compromise I suppose. What do you think? Looks a little "loud" to me from a design perspective. But I understand the diffculty of laying a qwerty orientation into that design.

I'll pit this in the "moderate" middle of the road design with the Pearl/Sure-Type devices.

Another hat tip to dantesoft.

Integrated headset

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If we continue at the rate we're going, pretty soon phones are going to be so small as to not be useful for holding or interfacing with. Some may already be too small.

How about this- instead of shrinking our handsets, lets keep shrinking the internals but keep the overall form factor right about where most phones are at now (similar to my idea with DAPs). What can we do with the extra space? I got an idea- a bluetooth headset that is designed and intergrated into the handset? You'd always have a headset with you if you wanted it, but you don't have to use it if you don't want.

If you choose, you can just detach or slide out the headset and have it auto-magically paired and ready to to go. Sorta like a mini handset on a traditional telephone. Ha- the more technology moves us forward, the more we realize it's all the same.

User Centered is more than just a slick UI

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In the latest UXpod podcast, (Intel Outside - an Interview with Genevieve Bell) a topic of note was the idea that product and user experience design begin well before you think about the physical interface of your product and how your user will interact with it. Proper User Centered design should reach into the ethnography, motivations, desires, and environment of the user... to grasp at the goals and what the user is trying to accomplish in the context of their surroundings. MP3 players are listened to on the bus, or while jogging etc -Apple & Nike recognized this and provided a great solution that facilitates the activity of walking/running.

Anytime we take a look at how users are using our products and why/when/where, we are stepping closer to User Centered. Tax software should take into account the user with W-2s and paperwork lying around a home office or computer desk, possible gloomy weather outside and a frustrated user. An example mentioned in the podcast: it's one thing to consider your phone's UI and menu structure, but quite a step forward to consider it in the context of a call to prayer for religous services. Software is available that will alert the user to prayer time, then disable itself for 20 minutes so has not to disturb anyone, or help the user orient towards Mecca. Also mentioned were churches using "dampeners" to prevent phones from getting signals within the church, all great examples of technology being used well beyond its intended design.

Speaking of cellphones and ringers, I asked for these kinds of features a while ago (Cell phone scheduling). How many times have you had your phone set on vibrate or quiet while in the office, only to miss a call on the drive home from your spouse to pick up something for dinner because you forgot to enable the ringer again? Outlook, smartphones, PIMs, Syncing, Bluetooth.... all my devices know what my calendar looks like, how about being a little more user centered? Disable the ringer anytime I'm in a meeting at the very least, after 5pm, reset to normal ringtones.

Follow-Up: Swapping the screen & interface on handhelds

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Here's a website called "Today's New Ideas" that is posting a patent document that basically swaps the keypad/interface and the display. This is a follow-up post because this is the exact same reasoning I brought up in regards to my iPod, except the subject of this link is a mobile phone. I still am surprised this isn't more common.

I will say that another added advantage of this configuration, apart from a more comfortable grip is the opportunity for less facial oils (and/or makeup or whatever) getting on the screen. The buttons would be closest to touching your ear and cheek. Try it! Flip your phone around. Also test how hard you'd have to push your phone against your ear to accidently press any buttons- on my phone it's difficult to do.


(via Usability in the News)

Fat Fingers (man) vs. Predictive Text (machine)

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If you've ever seen the show "The Weakest Link" you're familiar with the "bank!" concept. In the game, they ask each player a question. Each correct answer builds onto a running total. When a contestant yells "bank" that total value is stored off the to the side and the counter is reset to zero dollars and they start to build again (more info). Of course if you don't "bank" it and you get the answer wrong, you start back at zero anyway with nothing saved. The idea is that you're chaining together correct ideas and every so often you have to say "yes, this is on the right track... lets save this progress" or gamble that you can get all the way though without stumbling.

This is how predictive text entering is supposed to work in my opinion. You start punching keys on your phone and every once in awhile you "bank" it by picking from a list to put the software on the right track. Of course, this takes time to pick and choose in the middle of typing.... so you could hope for the big payoff by just hammering out all the letters looking at the garbage on the screen until you get to the end and if you're lucky the software will end up with the permutation of letters that results in some form a legible, desired word. If not, you get garbage and you have to delete the word and start over again. You are the weakest link. Good-bye!

This is essentially how it worked on my Motorola phone. It wasn't perfect but I was very pleasantly surprised by it considering I was sharing three or four letters per key (T9). My new phone has a qwerty layout keyboard that has one key sharing two letters (pictured above) and a different kind of predictive software that I have heard good reviews about it on youtube and web forums...where the "users" are. (notable exception: David Pogue). I honestly expected based on the reviews and feedback and experience with Motorola's offering that I would rarely have to correct typing again. Sure-Type learns names and complex words as I go and I think it even scans the email I'm responding (don't quote me on that). It all sounds (and actually is) great. But I think it just might be a little too smart for me. The biggest stumbles all come from Sure-Type trying to assume what I'm thinking and it has caused me many more headaches than my junky old RAZR that I lament. It's a man vs. machine problem where the machine isn't always that great at figuring out what this man really means.

The good news is that in general, I'm very happy with Sure-Type. I've learned from the BlackBerry Forums that if you just look at the keyboard instead of trying to figure out if the prediction will come though, it's much easier to type. I've also learned tips and tricks on tweaking the auto text work with the sure-type (auto text is like the auto-correct in word... you can define your own so it's easy to create shortcuts...example a "sm" will insert a :smile: for me for my cute text messages). Sure-type is about a million times better than the multi tap method, and it works pretty well overall. As I've said, the biggest problem here is with me and my typing skills. When I screw up, the software doesn't know *what* to do with me. But well, this is user centered blog, so we better hash all this out...


Back Up Back up 'cause it's on
If you typo a word then backspace to correct it, the software thinks it predicted a word wrong when you really just typed it wrong. Of course sometimes (oddly enough, when it predicts a word wrong) this is a good thing. But in the case of a typo it's absolutely frustrating...

Example: I want to type "Ive" (which the software will politely put the apostrophe in for me). I type i,v, and it's highlighting "iv" combo, so we're going down the right path. Oops, spoon thumbs strike again and I accidentally hit the QW button instead of the ER button. Now it's recommending "ICQ" as the desired input. so I backspace and hit ER and "space" and end up with "ice" as my word.

Wonderful. So I just delete the whole thing and retype and just get "uce" (?) as my primary recommendation because it thinks I'm not interested in iv* or ic* so it now tries to figure out what I want by starting with "u" and I have to scroll over to ive. That's a lot of work for I've just because I made one typo! Granted I should have corrected it by paying attention after deleting the Q from ICQ, but it's a strange idea to delete the last character and then have to reevaluate the entire word. My mindset when I was typing "iv" was "I'm on the right track..." and now the entire word is wrong? I can't even see the track anymore.

Take it to the bank

That leads me to problem number two which is related to, but bigger than the first. It doesn't remember your forced entries. Forced entries are what I'm calling the "bank!" you do with predictive text software. Steering the software where you want it to go; you build a word and select which combination from the possible choices you'd like and it uses that as the baseline for further entries.

As an example again. This time around when I spell "I've" I type i,v, then I "Bank it!" by selecting the iv combo:

I'm telling the software. Ok- we've gone this far. Lets stop and double check our work, calibrate and mesh. This is what I'm after.. got it? Ok. So then I go on to press the "ER" key and see ive & ivr (so far so good...) and then!: ice|uce|ucr|icr

.... wait...what? I thought we went over this already? I said "iv" so why are you bringing up old stuff we already settled? It's like a bad relationship.

As I mentioned though, it's got ive right there in its sights, so all is well, but with longer words it's frustrating because backspacing/deleting still triggers all these other suggestions to come up which just adds unnecessary noise. The end result is that there's an oppotunity lost here. Yes the software works great. But there's a chance to make it better by remembering what I've banked. I'm not going to choose "Iv" then later on in the word choose "Ic.." instead, I'm just not quite that fickle. So leave that stuff off. If I don't bank it at any point along the way for longer worlds, and just look at the keys & hammer away, the word "California" ends up being "Validpenis". No, I didn't make that up, that's what it really ended up being. But at least I feel comfortable that my phone thinks that's important. I'd sure hate for it to be invalid.

A new spin on voice mail

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Updated -added google search link for VM->MMS search results and some edits/clarifications

There's something else floating about the weblogs that isn't getting the attention it deserves in regards to the iPhone, and I think it's worth a special mention. Apart from whether or not you'll be able to type easily on glass, or what cell phone vendor is locking it up, I'm very interested in the new approach on Voice Mail which I think is long overdue for all of us.

We've discussed this here before when we talked about the simple cell phone, but all of my thoughts are inspired by Donald Norman's thoughts on the matter . Apple took a step in the right direction by having Cingular re-tool the voice mail system to create something that is easy, efficient, and user centered for getting messages. Anyone who knows me knows I detest voice mail. Look, I see I missed your call, it has your name right there. I'll call you back. No need to have me dial into my voice mail box and press a bunch of numbers to hear you say "Hey Eddie, call me when you get this..." If you have a valid voice mail- fine, there's a time and place. I don't mind voicemails, just dumb voicemails because I hate dailing in just to hear you ask me to call you back. Luckily my belle has a Treo and leans HEAVY on the SMS messaging, so it's been heaven.

I've always been an advocate of a more user centered approach to voice mail. If SMS fails me, I try to record a voice MMS message and send that along to my target. But that requires an initial intent to send a message. Not a fall back if the phone isn't answered. We need (as Norman says) "near real time" voice communication. SMS/MMS gives us a buzz or beep on our phone, and we can pick it up when we are free and immediately get the information we want without jumping through hoops. This is "near real time" since it's we initiate the action (after we pull over on the road, or when the meeting is over, or after the current conversation is over, etc), and then get instant access. Instant communication is the plain old phone call. You answer it when it comes or you don't, no putting it off. A good number of people feel rushed by phone calls, they might feel they have to answer, it must be important etc. That often will break the flow of whatever else is going- like eating in a restaurant or driving. Voice Mail is on the other end of the spectrum as far as I can determine. It's a "Pull" service where you're passively notified. If I see I missed a call from someone I know, and there's a voicemail icon, I usually just call them back and it's days before I get around to "cleaning it up." If it's an unknown number though, then of course I check right away.

Well...I have a solution that I think would work well. I'd like any voice mail placed in my inbox to be converted into an MMS and delivered/pushed to my handset as a voice note. This part is not a new idea, but it's not something any carrier does (that I know about), so it includes a middle man which lessens the user experience. So I'm going to present it anyway like it's something innovative :smile: I see the best use of current technology and User Centered design is for someone (let's use kmaage for example) to call me up, and get my voice mail. He records a message, it's then sent to my handset as an MMS message (but handled as a voice mail... you can't charge me for that you thieves!). Doesn't seem too difficult for our "infrastructure" to handle, just some changes on the voice mail server as a minimum, of course I am not a cell-network admin, so what do I know? But I do wonder if this is what is going on with the iPhone behind the scenes. I've read about other "push" (email) services that send an SMS to the handset to initiate a pull.

Then, as the next step of my plan to further the user experience (which would be something new) we could just adjust the handset software to read these certain MMS message according to some meta data about the caller (caller ID info), even if the only meta data is just the "sender" (the voice mail system). They are treated/handled differently than standard MMS picture/audio message... my first thought is to allow these MMSs to be included with standard VM package (no charge) versus the picture/audio sending (charge... even though that's stupid too)

Bingo- we've just done what Apple did, but on the cheap, in two phases, and within reach (stage one at least) of every MMS capable phone. I don't think it's beyond our current capability to pick up my phone and say "ah- kmaage called while I was away.. let's hear the message" and press one button and immediately hear the "Eddie- your last post had a ton of typos... you suck." without having to dail up a number to hear:

"You have ONE unheard message. To listen to new messages, press 1. First message sent TODAY at FIVE THIRTY ONE PM..... Eddie- your last post had a ton of typos... you suck..... To delete this message, press 7, to save this message press 9."


So I'll be interested in how Apple approached the problem. Based on the demo and handful of details I've seen, it looks like it might have everything I'd want. You can pick and choose the order of how you can review your VM, and it appears you don't have to run the gauntlet of phone tree options. I've sufficiently beaten it into all my friends and family that I'd rather they didn't leave a message unless there was a really a message to be left, but I will welcome more carriers supporting something along the lines of this.


Track to the Future

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Artemis, Sidekick, Pearl.. all examples of what David Pogue described as a "Brilliant Idea that Found a Welcome." The Mobile Trackball. I think these "mini-mouses" are great for getting around my mobile's UI, but there is still a lot of work that needs to be done to really create a great user experience.

Treo was topping my list prior to my Pearl purchase due to the excellent combination of Stylus/touchscreen, nice clickable D-Pad and of course Qwerty keyboard. I compromised on the touch screen and tried the trackball and found that it's a comparable solution, but still needs to mature a bit more.

For example, on my BlackBerry's OS, even though the Pearl is the namesake that dares to replace the clickwheel, the UI is still remarkably living in a linear world. I have found only 4 instances where I can move around in 2D space like a mouse.

Read more...

Get Smart- A first time smart-phone user's initial thoughts

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A couple weeks into my first smart phone (BlackBerry Pearl/8100) I decided to take a minute away from reading my pushed mail and syncing my Outlook Calendar while Browsing Opera Mini to formulate some "first impressions" that I've been collecting on my handset throughout these fledgling smartphone toddler days.

I've been debating the full write up, as it's probably only interesting to other BB Pearl users, but then again, even a full year and three months later, the Motorola RAZR post is still getting comments (last was today!):
http://my.opera.com/usability/blog/show.dml/27659

So I might leave a full review for posterity and historic archiving, but I bet I'll land somewhere in between as I begin typing. This will probably be between the minute details of the phone, and the general *usability) point of view. In either case, as regular readers already know, this won't include technical details or call quality or any of the other stuff you can likely get anywhere else in reviews. Generally, this is usability/UI review that focuses on the user experience and UI design.

Even though I may love a product, I still tend to write negative things quite a bit because I think there's room for improvement or discussion, not because I'm knocking the product. That said, I'm very pleased with the BlackBerry 8100. I've found a device that lets me converge where I want my devices to converge and sacrifice where I'm willing to sacrifice. Even after I saw the announcement of the iPhone earlier today, I still stand behind my purchase (for now- I'll wait until I can try out the all touch screen interface- I'd prefer some keys to tap), I just thought I'd share some interface thoughts I had.

Read more...

Quick Notes- iPhone (aka: Dangit! I just got a BlackBerry!)

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...oh well. It's finally hear, the iPhone. General consensus- This looks like the best thing since sliced bread with some possible reservations on the virtual keyboard.


Thoughts:
  • They also are teaming up with Yahoo! Go- Opera + Yahoo! + Apple = good. Is Yahoo! going to get some street cred again? I was skeptical when Opera decided to go with oneSearch, but Apple likes it too. I can't wait to flex it and see if it's better than Google.
  • They have "the first full fledged browser" on a mobile"most advanced web browser ever on a portable device"... them's fighting words. Althought they do sync with desktop bookmarks. A welcome addition to the mobile browsing community.
  • Widgets on mobile- beaten to the punch Opera? I was DYING to see that in Mobile/Mini first!


About the UI: a compilation of first impressions and thoughts (in no particular order, and just things to consider- Apple may have very well addressed all of these for all I know...)

1) Texting SMS, URLs, Browsing etc without tactile feedback is difficult. It nicely allows you to have a context aware qwerty keyboard, but at the cost of being able to feel the keys. It'll be interesting to see how this plays out. I'd be interested in what percentage of smartphone users don't look at the keys (I'm still learning on my BB). I imagine the same would apply for dailing, but I'm sure there are capable voice dailing and speed dialing features available- and for what it's worth, I'm not sure I could dial my BB without looking at the UI either since the numbers are so close together.

2) Auto adjusting (landscape/portrait) -it will also be interesting to see how this plays in real life. It would be nice if the user could initiate it. I rotate my phone around quite a bit (putting in pocket etc..) it might seem odd to watch the orientation flip (if that's how it works) randomly as I'm handing the phone over to someone.

3) Great focus on activity centered design. They took a good look at in call features and made them easily accessible. I thought my Blackberry did a good job at this (review coming soon!).

4) Touchscreen- My girlfriend is a longtime Treo user- she felt like touchscreen mobiles were going to go away in favor of the Pearls trackball, the Q and BlackJack et all... she was very excited to see the touchscreen come back in a big way.

5) Finger Gestures- Can these be done one handed? Are they just shortcuts to functions that could be addressed otherwise? I'm a big fan of gesture based input and I can't wait to find out more on how Apple implemented this.

6) Deactivation when it gets near your face- nice touch! now if they could only figure out a way to keep it from getting "greasy-face" all over it, we'd be all set! (seriously, what percentage of users do you see that wipe the phone on a shirt or palm to clean it off?)

7) Convergence- I think this might solve a lot of convergent issues. it's *tiny* for what you're getting. Adding the music player UI in there shouldn't be too difficult since Apple's already pioneered the simple UI. At first glance it appears the biggest sacrifice for this convergence is a tactile keyboard. If you're not big into typing on the go, this might be the perfect device.