Most beginner programming books use ATM machines as a tool to explain the concepts behind transactions. I’m also going to use the ATM machine, but this time as a way to illustrate good usability.
Communicating with the user is always important to maintaining a good user experience. But it becomes even more important when there is a transaction taking place. You have to hold the users hand and let them know everything is ok.
How do you hold the users hand? Through messaging. I’ve found six opportunities for messaging within transactions.
- How to begin
- Give the user a clear indication what he or she needs to do to start the transaction.
- ATM example: “Type in your PIN. Press enter when finished.”
- You’re in, what now
- This message should acknowledge the user. Let the user know that he or she has entered into the transaction. It should also provide the user with some clear paths to proceed down.
- ATM example: “Welcome, John Smith. Please select an option.” The options are usually something like, Withdrawal, Quick Cash, Balance, etc.
- Acknowledge decisions
- The idea here is to let the user know that the machine (interface) has understood (or not) the choices the user made. This message can simply be a heading at the top of the screen which clearly states where the user is at. For example, in the case of the user selecting Withdrawal, the top of the screen would display Withdrawal. Or more subtly, could simply incorporate the location into the next prompts.
- ATM Example: “Where would you like to withdrawal from? Checking or Saving?”
- How to finish
- The message should give the user a quick summary of options he or she has made up unto this point, as well as some simple choices to finalize the transaction (or not).
- ATM example: Usually the ATM machine will display what transaction is about to take place, “Withdrawal $20 from Checking”, for example. There will also be some choices, “Finish, Cancel, Back.”
- Progress updates
- This one is obvious. Just let the user know that the transaction is processing.
- ATM example: Most ATM’s rely on a simple “Processing transaction…” message and the whir of the gears inside counting up your cash.
- Give closure
- This is a very important, but often overlooked step. Let the user know when everything is done. And whether it was a success or a failure.
- ATM example: The ATM will usually display a couple messages: “Take your money” and “Take your card.” This is often followed by a beep, and a message on screen that says “Transaction complete. Have a nice day.”
Messaging is especially important for usability during transactions because the user sort of “invests him or herself” into the whole transaction. They feel committed to a stretch of time and attention. They can feel like they’re not in control if they’re not kept in the loop the whole way through.
Hold their hand. Make sure they feel in control. Improve usability.
Filed under: Electronic Interfaces, Error Messages, Observations, Physical Interfaces, Transactions, Usability | Tagged: Transactions, Usability
