Usability Stockholm Syndrome

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links for 2006-03-27

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Jensen Harris: An Office User Interface Blog : Usability Stockholm Syndrome The term Stockholm Syndrome describes the situation where a hostage becomes sympathetic to his captors. When Jensen Harris had to conduct his first usability test at Microsoft,

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re: Usability Stockholm Syndrome

Will Pearson — Wed, 22 Mar 2006 18:16:23 GMT

I'm just wondering whether this is related to Orm's theory on Demand Characteristics. Participants who have volunteered want to be "good participants". Maybe they feel that being critical of a product, rather than just saying good things about it, is not what the people running the tests want them to do. It would be interesting to do some pre/post testing interviews to try and figure out exactly what participants viewed the purpose of usability testing as.

I do think you've got a point about testing though. Regardless of how much people are told the test isn't about them they always seem to think it is.

Will

I got your feedback right here...

hwaite — Wed, 22 Mar 2006 02:10:36 GMT

Slightly off-topic. Hopefully not warranting of deletion. I understand the value of honest criticism and imagine that it is well worth all the hassle and expense of recruiting users, poring over videotape, etc. Vocal users are far more helpful than polite ones. This being the case, I can't understand why Microsoft has made it so difficult to report issues (at least for those of us that are not part of an official usability study).

I'm a software developer and consider it a professional courtesy to report bugs or even usability issues when one stumbles across them. I recently encountered a minor bug in Internet Explorer and figured I'd submit it via the Microsoft bug tracking site. Couldn't find one. Hunted around on the web for a bit and learned that there's a 'Feedback' button in the 'Help' menu. The trail leads to a support phone number. Next thing I know they want to charge me for tech support! Or "maybe you can send a physical letter," I'm told. Am I missing something here? Seems like you're throttling one of the most efficient conduits of product feedback. Is it because there is just too much chaff?