Yes, you could handily double-click the column handle and it would expand that column to the width of the longest file name (you knew that one right?), but I often have to use long filenames.

So I recently decided to change the default column width, opened Terminal and steeled myself to having to hack some core setting with some command-line arcane incantations. After a search of a few seconds I came across this video from Jason Glaspey

Change default column widths in Finder (Mac OSX) from Jason Glaspey on Vimeo.

What I love about this control of the interface is that I could have discovered it by accident but it was also put there on purpose, by an interface designer who thought about (or paid attention to user testing about) the sorts of thing a user might want to modify globally. In addition, the change is shown in real time, across all windows, communicating very simply and elegantly, the results of the change to the user, immediately, without text or technical explanations.

That is what good design, and good user experience is about.

As you can see, their room request form is wonderfully simple and usable in design.

It was easy to use, clear and offered just the right amount of options to get the request in. Very pleasing. I’m willing to forgive the copy being sub-standard since the form is so straightforward and is exactly what I need from a booking request.

Unfortunately the message that followed was less than useful.

in text:

You requested:
1 () room for a 3 night stay, arriving on Thursday, October 14, 2010, departing on Sunday, October 17, 2010, to accommodate 1 adult per room.
Room Availability
.. Requested daily number of rooms is greater than maximum.
Click ‘Change Request’ to revise your selections.

I’m not sure what they think I might conceivably derive from this response, but what I actually did was book a room in another hotel down the road, where I could get the sort of room I wanted and the booking was straightforward, and more importantly, successful. I contacted the hotel to let them know of the error, trying to be helpful and the response I received was that the site was not “broken”. I was told the error arose because there were no vacancies on Oct 14. They did not explain why the error message did not say this. They did not try to discover where I experienced a problem, but to their credit, asked several questions to attempt to find me a room, albeit 2 days later.

.. Requested daily number of rooms is greater than maximum.

This clearly is a statement that was never tested with users, for I cannot imagine a test user understanding what went wrong here. Not only was the information supplied unhelpful, clicking either button (Change Request or Continue) produced an application error (Error:500) and stopped me in my tracks. There was no further progress possible. You should attempt to never deliver an application error to your customers and this article from Smashing Magazine might help give you inspiration on what types of response you can give. It shows 404 errors (page not found) but with some clever coding, you could also use it for application errors, like Twitter does when their servers are feeling a bit stressed, causing them to deliver the Fail Whale page. In fact, the Fail Whale is so popular it has it’s own fan club. You should be so lucky with an error page!

This to me was an obvious example of where user testing would come in handy, in particular, testing what happens in the system when someone tries information that produces an error or is outside of expected inputs. If I had changed my dates (not possible in this example) I may have received a better response from the site, perhaps.

It appears to me they spent little if any time working out what would happen if something went wrong and the system needed to deliver an error message. They also didn’t spend any time testing what messages would be delivered to users under different, normal circumstances, like when a room is not available for a desired date.

A valuable lesson is that when planning, building and testing, you need to make sure your communications are succinct and clear, and to test that your error messages make sense to they types of users who come to your site. In addition, you need to prepare for when things go wrong, when people break the bounds of expected or calculated behaviour, and not just when they make choices you are prepared for.

How much business or attention are you losing by not having thought of the errors deeply enough?

While I was at UX Australia last month I saw a load of venn diagrams, many of them useful as a conversation-starter, to focus on the subject, but to me they ended up mostly saying: “this bit in the middle is what I want to talk about”. My problem with venn diagrams is they can be created without meaning or value and  are indicative only of one’s intentions, one’s desires, one’s own perspective, not a truly factual or researched mapping.

But I like this cartoon as it describes almost every initial meeting or workshop moment I have experienced with a client in the past.

Very often the problem with a User Experience exercise is that the client wants what is on the left and the user wants what is on the right and for some reason, the left often wins. I completely understand why they find the left important and the right scary, but isn’t “a little scared” where you need your clients to be, in order to push forward with improvements, or truly deliver on their real business goals?

Very often the information on the right is readily to hand  but they fear it is problematic or scary to release all of it or to set up the workflow and administration for it to happen. But they’ve come to you to deliver a solution to their problems, and it may be that the way to do it is to ignore their “delivery” problems and solve their user’s problems first.

You should always “scare” your clients, just a little bit, and definitely within their tolerance, but scare them a little. They’ll often understand it if you make it easy for them to do so.

Unfortunately it was more of a marketing than developer event, with not enough real world examples and more of a lecture-based set of presentations. As one dev put it, he could have happily followed a few links to play with new features in the API in his own time, as he gained nothing extra from the half-day session away from his computer(s). Devs don’t “look” at code as much as some people think; they look at code as much as cooks “read” recipes. They want to bite into code and try the new ingredients in their own kitchens and with their own pots, pans and spices, and their ideas for flavour combinations. They are very much hands-on people.

But for those with their planning or implementation hats on it was a great day. If you need your payment process channel to do more, and you like the types of tools and features PayPal offers, then selling it as the solution has become much easier. The devs are well supported, both with a local developer centre for all the devs who pass the PayPal Certified Developer exam, as well as a sandbox to test out your installed APIs and mods.

I was a bit worried that it ended earlier than scheduled, so maybe they trimmed out too much from what they thought would fill the day, but I had a great talk with a few of their reps. Seems like The Australian office is pushing the US office for more agility and improvement on the User interface, which looks like it was designed by coders from the 90′s and has no design considerations at all. And it looks like the locals here will get to influence what happens in code much more, by being vocally involved in the dev centre. And to top it off, they were giving out free exams to the first 150 through the event, a saving of $300 (three exams, $100 each).

If you use paypay on your site(s) or are a developer or Project Manager considering a payment gateway or agent, the new tools available, and the certification process presented by paypal will definitely get you closer to a better pay experience.

We were looking for a good Indian food or African food delivery in the neighbourhood and did the searching in my usual way; online.

The first happy discovery was the African Feeling restaurant,which surprised me because, for such a modest and unassuming place, it felt like a very well thought out and professional site. Not perfect, but well ahead of the more expensive and hip competition, I must say. It has room for improvement, but is a very good effort and answers the visitors questions.

Location, menu examples and prices and atmosphere images were easy to find, even if not optimally formatted (menu was a JPEG, not in searchable and SEO friendly text). Nice touches were the great portraits of staff, food, dining room and examples of how a dinner party might look. You can even book a table through the site and get an email confirmation.

My favourite though was the honesty and confidence of linking directly to published food reviews, from notable publications like the SMH, as well as including user reviews.

Nice touch!

But they didn’t deliver, we felt lazy that night, so shelved it for a dinner plan later in the month.

The next one had a name I didn’t like but understood the reasoning for. I was led to Posh Spice through the positive reviews but stayed because of the menu and ordering system which, quite clearly, had been thought about and tested by the providers, Menu Log.

The delivery prices were the same as the restaurant prices, not more than, which is what some third party delivery services charge. The entire process thought about retaining my trust, from the AJAX shopping cart system, through to the email and SMS confirmations and 15% first order discount.

Interestingly, it created confidence in both the restaurant as well as the delivery ordering experience,. difficult to do in one hit.

What pleased me was the recognition of how to speak to people in an online environment, and how to cater to letting them discover their needs. Posh Spice, with their partner MenuLog,. clearly want to help you make your decision eaily.

Oh, and yes, the food was most excellent, (I reccommend the fish with coconut and the “osso-bucco” style lamb shank!) delivered with a smile.

Who is advising restaurants, bars and clubs that what their visitors want is a Flash(tm) animated brochure?

When I look up a bar, restaurant or club / music venue, I’m usually after a few basic slices of information, like where it is located, what the food is like or what’s on tonight or this weekend. Of course there is a lot more you’d want to know about  a venue, but these are what I would think are core pieces of information many people would be wanting from a venue’s website. Unfortunately many venues have been advised by their “web people” to publish a set of slick, glossy pictures of the venue, in a Flash slideshow/animation sequence, utilising Flash navigation, and not a great deal more.

Can anyone explain to me why these bars, restaurants and clubs don’t bother looking at what visitors want from websites and help these same prospective clients find it on their websites? Is it really in a venue’s interest to hide the location map somewhere unexpected or provide their menu as a downloadable PDF? And music venues and dance clubs: Thanks for the pictures of the pretty people who cone to your place, specially the hot babes! but since I came to your site to find out more about a night out at your venue from a flyer someone handed me, can you provide more information besides re-presenting the flyer I already have a copy of? Or did you think the babes were enough? hmm, I thought so.

Can you not tell me about the artists who will be playing, DJing there, any reviews of past gigs, what the drinks cost, whether you also have snacks, what time the club closes, when it’s not available due to a “private party” and any other thing that would make me interested in coming to your venue, instead of what YOU want to tell me?

Have you a Facebook group? A mySpace page? A twitter stream? If so, can you tie them together so I can find the others through any one of them?

If not, can you spare a couple hours a week to connect with your people out there? There’s plenty of excelent on-line tools and APIs to help you do this.

Oh, and if you want to be found through popular searches, just make sure there is something serachable and index-able on your site.

… just sayin!

I’m digging myself a hole, aren’t I?

I like to watch people using technology in a public place, to see how considered their planning might have been, just like I like to watch people use websites, to learn how to make websites better.

Since coming to Sydney, I’ve been watching how the crossing signals and crossing buttons are used here, as Sydneysiders are a bit different to Londoners and Canadians with this.

At crossings here, there are assistive technologies with big obvious buttons, audio and sensory feedback (the crossing buttons make noises as well as vibrate in an obvious way) to let pedestrians know what’s happening. What I love is watching people use the big button.

There’s nothing simpler than a one button device is there?

My favourite users are the ones who hit the buttons VERY hard, as if it were their worst enemy, or repeatedly, as if several hits make it react more quickly.

The problem with one button devices is that we think of them like light switches; click should be on, end of story. Even when we know different, because we know the traffic lights will not change at our whim, we still treat it like a light switch.

So even a one button device, controlling something we’ve known well since childhood can throw up some surprises. Think of how many surprises your website can uncover.

Like I said, I’m watching you.

CPOTD (Commuter Pic Of The Day)

subtitled: shitty clouds, that’s why I left London innit?

Now who’s an eejit!

Completely forgot I have an iPhone and that there’s an app for just about everything (there’s three fart apps FFS!!). So my new dilemma is do I just use the tuner coming in the post eventually from the US, or repost it on eBay and buy the app?

My loyalties to analogue are in conflict with my loyalties to my lovely new iPhone.

Guess who’s going to win!

Commuter pic of the day to follow.

BTW: played guitar for 40 minutes last night in an attempt to strengthen my fingertips. Can I just say the left side of the keyboard is my enemy this morning? fingertips over on the left of QWERTY is ouchy!

Just sayin’!

So I only have 18 minutes for my blog so best be quick about it!

Usability is all about not forcing me to do all the work to figure out your device, your device should work hard to make me understand it without a manual. Like all our favourite tools do.

So to finish it off here is a pic from my view every morning as I step off the train.

(posted from my iPhone)

I remembered this when I got my morning coffee today, lazy; didn’t make my own.

The coffee shop give out loyalty cards, you know the ones, buy ten, get one free; that sort of thing. Great! I said! Thanks!

But it won’t fit in the space wallets have for credit cards.

I stood there while the steam gushed through the ground coffee, smelling my morning Javanese fix getting closer and I was forced to think up new places to put this card, away from other loyalty cards, bus ticket, etc. Find a new place to keep the thing that was meant to make me feel better. You made me have to think about you when I was busy thinking about me.

My morning started with a problem, when I am on my way trying to solve big problems for other people that is worth a lot of money for them. The coffee was supposed to make me feel good, but I had a problem even before I plopped at my desk.

OK, it was a small thing but your small things shouldn’t get in the way of my enjoying your company, because it’s the small things that drive us crazy.