Not the Human Factors Way
shidoshi said:
I've been meaning to whip up a more up to date example anyhow, so I'll give it a shot later.
Bitching is what gets things done. Sitting around saying how wonerful Mac OS X is produces nothing. Complaining about its shortcomings makes people think about honest fixes to them, and gives the community (and Apple) an idea of what people want to see done.
As well, plain and simple, if a company is lazy about something, they need to be called on it.
This is completely correct. "Bitching" is just another way of saying "useful feedback" (the other type is called "praise").
In the Usability profession (my own career), praise is nice if you want to see how "on track" you are, but no where nearly as useful as plain ole "bitching". Most users don't bitch enough; they are complacent little sponges that never realize that their own level frustration about a particular problem may be shared with thousands or even millions of other users. When you multiply the number of affected users by the amount of time wasted puzzling over or solving some problem, even 30 secs of "huh?" adds up to a lot of waste, sometimes in millions of dollars per problem. However, most software companies are smug in the knowledge that you unless collect metrics, you are rarely going to be exposed---ignorance is your friend, and are content that the potential millions of dollars in wasted productivity is OPP (Other People's Problems), being borne by countless individuals and a large number of companies that don't share their own concerns about usability problems with each other --- and quite often, even with the vendor of the troublesome software product!!
All of this criticism can be levied against Microsoft in spades. Alas, also against Apple. Apple's transformation into the Innovation Juggernaut is a joy to behold. But they no longer fully embrace some of the principles they once pioneered. Apple's HCI labs were once staffed by some of the best human factors minds in the industry, and the first Mac showed that level of polish in its GUI (alas, these same folks didn't write the core OS---not their speciality---which ultimately sank the classic OS). Apple is no longer a human factors leader across the board (the iPod's scroll wheel and its menu system being a huge exception to that!) BUT is a leader in Industrial Design. Some of these individuals are conversant in human factors without actually being such or embodying the values of the HF profession --- they have a different ethic, albeit also important. Apple's recent success has shown how important!
The iPod aside, the MacOS X Finder clearly needs an overhaul in terms of usability. It is unnecessarily complex at times, confusing to novices who attempt to do anything but the simplest tasks, and the lack of consistency it is well understood contributes to confusion and interferes with learning.
I am overjoyed with how much Apple was able to bring with its move to UNIX, being a techie myself. I would be thrilled with this even if X was half as usable as it is. Samba, CUPS, X-windows---have all opened so much to me. But while the GUI shows all the signs of cutting edge industrial design, it definitely lacks the polish of a well usability-tested interface. I keep hearing "that will come" but I still haven't seen much sight of it. Like MS, Apple has been so bent on adding new features---and in improving underlying OS code and services---that so many long -standing usability issues have been ignored or forgotten. Until the market rewards Apple for this renewed focus on usability, I can't imagine seeing any of these things fixed except in a onesey-twosey fashion. The average consumer doesn't understand the difference between an interface that is easy to use and intuitive and one that just *looks* elegant and simple, even though a usability test would reveal the difference in measurable ways.