SMS Interaction Design Standards

Your SMS (Text Messaging) channel is just one part of your overall communication strategy and must be coordinated with your other channels. Mobile interaction does not stand alone; rather it leverages other forms of communication including print, email, and web. It is important to understand that SMS is not a guaranteed delivery channel and that critical messages should not use the SMS channel alone. SMS should be used as a redundant or additive service.

The first hurdle is to provide awareness of SMS service to users. Second is to provide education of how to gain access to the service. Third you need to explain to users what they can do with the service and how to use the service.

Your SMS project should include
- creating awareness of the offering (How is it being campaigned?)
- strong call to action that inspires users to use the offering (What's in it for them?)
- education of how to use the SMS channel (Adjunctive and Supportive materials)

The user needs to be provided the company short code to send messages to; this is typically through the web or a mailing. They may also need to be a registered website user if they can manage their SMS service from the web.

As Interaction designers, we need to follow the interaction design patterns present in a command line interface rather than a browser based interface. SMS is a “call and response” dialogue that restricts both dialog components to 160 characters or less. (Asian languages are only 70 chars)

The command line interface expects users to learn the short code and commands to be able to access features as well as the syntax the system is expecting. This creates an efficient interchange but not a highly intuitive one. To aid in this non-intuitive interaction, using patterns and standards will help create a consistent interaction that is more learnable and supportive to the user. Understanding that SMS’s key use error conditions are typographical errors and misspellings, will help you plan for ways to support the user as these conditions are encountered.

I will be publishing a white-paper on this topic. Contact me if you would like a downloadable copy.

Designing for Touchscreen

I am working on a handheld medical device that patients use to manage the therapy they recieve from their implantable device. We explored the designs of other commercial products on the market to set the bar for the types of new technologies, interaction paradigms and gee whiz factors we should include in the new handheld device. We came up with a short list of desirable products and chose to emmulate the interaction paradigms of two well known handhelds: iTouch and Blackberry.

Since this is a medical appliance and not a cell phone we needed to have some key goals/rules that are unique to the medical device domain.

Rule #1: Don't kill, maim or hurt anyone

To accomplish this goal we needed to prevent user error. The key use error identified was unintended actuation or prevent the user from activating features without their intent. We needed to prevent the accidental modification of the patient's therapy when they weren't using it, like when they put it in their pocket or carried it around in their purse. We applied the following design mitigations to prevent the use errors. I call them mitigations because they each have a usability draw back.

Locking mechnasim - the patient can lock the handheld when they are finished or the system will automatically lock after a period on non-activity, but this means you will need to unlock the handheld each time you want to use it.

Resistive touchscreen rather than a capacitive touchscreen - the patient uses their finger or other fleshy protruberance to activate onscreen targets, just bumping your handheld into other hard surfaces won't activate the targets, but this also means you need to take your gloves off to make an onscreen request.

Multi-modal interactions for therapy modifications - the patient makes a therapy adjustment request onscreen and then confirms it with a hardware button keypress. This protects the patient, but may cause interaction confusion when switching between touchscreen and hardware interaction combinations.

Use target size and target spacing appropriate for patients with movement disorders - we used a 1/2" target with 1/2" spacing, but this reduced the navigation options and information space available on the screen.

Some other great guidelines for you to use on your touchscreen are available at the Information and Communication Technology (ICT)Accessibility site.

Customer Informed Design

I just downloaded the Harvard Business Review article, "Turn Customer Input into Innovation" for $6.50 because I thought it would help me think about User Research and what to do with the data in a whole new way. Were there techniques I wasn't tapping? Were there analysis trends that I wasn't familiar with?

The teaser on this article was:
"Lots of companies ask customers what they’d like to see in new products and services—but they go about it all wrong. A new methodology for capturing customer input promises to galvanize the innovation process."
and it definetly got my attention.

This article does support my general approach and I did learn a couple of nuggets, and a new algorithm I would like to use on my next data gathering. My peers in product mangement have talked about Opportunity Assessments and I never really knew how they came up with their numbers. This article describes how to ask questions, group responses and apply the algorithm for another view of the outcome. I was all over how to ask questions and group responses, but never applied this algorithm. So the article was just what I was looking for, taking my tried and true techniques and looking at the data in a new way.

I can't wait to try it!

Design Process with Measurable Results

A designer is often called upon to support their design choices, especially those that lead to a higher cost of manufacturing cost. The designer will need to be able to help the accountants understand how the design will influence the return on investment. The design process should include qualitative and quantitative unbiased evaluation techniques that will either support or deny the additional costs. The new product design needs to be compared to previous product benchmarks as well as against leading competitors.

Chuck Jones, Cheif Designer, Whirlpool has instituted a standardized company-wide design process that produces measureable results by putting design prototypes in front of customer focus groups and takes detailed measurements of their preferences about aesthetics, craftsmanship, technical performance, ergonomics, and usability. "Whirlpool charts the results against both competing products and its own previous iterations, giving it a baseline of objective evidence from which to make investment decisions." See the full article at Fast Company.