It’s hard not to get hung up on expectations. When something doesn’t go the way you want, or work the way you thought it should, it’s hard to be cognizant of this and step back. It’s hard for most people, and UX professionals are no different. Somehow, we have to make an appeal to our bigger selves to stop, have the presence of mind to observe what’s going on and then reflect on the expectations.
We have to pause and think about what we expected. Should we have expected whatever outcome didn’t occur? Maybe we ask ourselves what somebody was thinking when they created that app, or that product or that experience. How did they arrive at the conclusions that brought me this experience that you didn’t expect.
When you walk up to a doorknob, and quite unconsciously go to turn it… but it doesn’t turn… You stop, you think about what’s happening, maybe you reef on the door knob, maybe you pull on it, but the unconsciousness of the mundane activity has dissipated and now you’re consciously interacting with the door knob, which is now a problem, that you’re actively engaged in trying to figure out.
When you visit a website, you surf around, maybe you find what you’re looking for, but then unconsciously navigate to the top left corner to click a logo and get back to the homepage, but the logo isn’t a link, or worse there’s no logo, maybe even there’s no home button. Again, you come out of that, almost unconscious, state, awaken for a second and now you’re in problem-solving mode. How the hell do I get back to the homepage?
These are only two examples, two extremely basic examples.
Now, think about this: The average user (read: most users) won’t go through the trouble-shooting phase, they won’t investigate further. They will, unconsciously, look for another door, X-out of the webpage, delete the app, etc… they’re using a tool to complete a task and the tool isn’t working. Between the speed of life and (almost subconscious) expectations we, as UX professionals, don’t get a lot of do-overs, or second chances with bad first impressions. We have to deliver on expectations from go and keep on delivering right on through.
Sure, there will be cases like Facebook and their bazillion news feed UI changes, and Twitter with all of their timeline changes, but the value for these organizations has been confirmed and delivered, first impressions have been had, so they have some flexibility… to a point. If you screw around with the users enough times you’re going to have an Internet Explorer situation on your hands and most people are just going to give up and move just as soon as they can, veritable monopolies notwithstanding.
So, in your own life, try to take notice. Try to be aware of your expectations. Are things working the way you want them to be? If not, what did you expect and why? This isn’t an article about user research or user testing, but really a an article on self-awareness, because that self-awareness is the greatest asset that a UX professional can have.