Upgrade to Pro — share decks privately, control downloads, hide ads and more …

How Chrome keeps users happy: six truths and a lie.

How Chrome keeps users happy: six truths and a lie.

750 million people use Chrome. That's blind people, old people, young people, people who hate change, and sometimes, your cat.

How do we make sure that those people are having a good experience? Science! Mostly.

So, how do you build a usable product? What are user metrics and how do you make sure that your changes actually improve the product experience? How do you deal with user feedback, and what can we do about accessibility?

These are some of the things I've learned from a year of working on the Chrome UI.

Monica Dinculescu

May 10, 2014
Tweet

More Decks by Monica Dinculescu

Other Decks in Programming

Transcript

  1. USERS HAPPY
    (six TRUTHS AND A LIE)
    HOW CHROME KEEPS

    View Slide

  2. View Slide

  3. HELLO, I’M MONICA!
    @NOTWALDORF

    View Slide

  4. CHROME, RIGHT?

    View Slide

  5. SO MANY USERS
    750 MILLION-ISH

    View Slide

  6. SO MANY USERS
    1% IS STILL A LOT

    View Slide

  7. SO MANY USERS
    KEEP THEM HAPPY

    View Slide

  8. DON’T BE A JERK
    USERS ALREADY HATE THINGS
    TRUTH #1

    View Slide

  9. A LOT OF THINGS
    USERS HATE

    View Slide

  10. CHANGE
    USERS HATE

    View Slide

  11. BLOCKS OF TEXT
    USERS HATE

    View Slide

  12. DECISIONS
    USERS HATE

    View Slide

  13. DECISIONS
    USERS HATE
    PICK GOOD DEFAULTS!

    View Slide

  14. QUIRKY THINGS
    USERS ❤

    View Slide

  15. QUIRKY THINGS
    USERS ❤

    View Slide

  16. NEAT THINGS
    USERS ❤

    View Slide

  17. NEAT THINGS
    USERS ❤

    View Slide

  18. “TO THE GOOGLE ENGINEER THAT
    ADDED A SPEAKER ICON […]
    SOMEDAY I HOPE TO BUY YOU A
    STEAK DINNER. OR A NOBEL PRIZE.”
    - @MATHOWIE

    View Slide

  19. “TO THE GOOGLE ENGINEER THAT
    ADDED A SPEAKER ICON […]
    SOMEDAY I HOPE TO BUY YOU A
    STEAK DINNER. OR A NOBEL PRIZE.”
    - @MATHOWIE

    View Slide

  20. USER FEEDBACK
    HOW TO LISTEN TO USERS
    LIE #1

    View Slide

  21. FEEDBACK IS GOOD

    View Slide

  22. FEEDBACK IS GOOD
    GENERALLY

    View Slide

  23. FEEDBACK IS GOOD
    YOU != YOUR USERS

    View Slide

  24. FEEDBACK IS GOOD
    CAN’T EDUCATE USERS

    View Slide

  25. PEOPLE CARE ABOUT CHEESE

    View Slide

  26. FEEDBACK SUCKS
    BECAUSE THE INTERNET

    View Slide

  27. FEEDBACK SUCKS
    STILL MAYBE RELEVANT

    View Slide

  28. FEEDBACK SUCKS
    DOESN’T MEAN YOU SUCK

    View Slide

  29. FEEDBACK SUCKS
    YOU != YOUR PRODUCT

    View Slide

  30. FEATURE FLAGS
    SAFETY NETS FOR EVERYONE!
    TRUTH #2

    View Slide

  31. PICK AND CHOOSE
    TURN FEATURES ON/OFF

    View Slide

  32. View Slide

  33. THINGS LIKE

    View Slide

  34. EXPERIMENTAL JS
    THINGS LIKE

    View Slide

  35. EXPERIMENTAL JS
    THINGS LIKE
    FAST TAB CLOSE

    View Slide

  36. EXPERIMENTAL JS
    THINGS LIKE
    FAST TAB CLOSE
    PREFETCH RESULTS

    View Slide

  37. EARLY FEEDBACK
    DOES THE FEATURE SUCK?

    View Slide

  38. SPOILS SURPRISES
    BECAUSE OPEN SOURCE

    View Slide

  39. EASY ⌘Z
    UNDO IS BEST DO

    View Slide

  40. 㽈 ̇ ̇ 㽈 ̇
    THIS LEADS US TO…

    View Slide

  41. View Slide

  42. USER METRICS
    SCIENCE == BEST
    TRUTH #3

    View Slide

  43. USER FEEDBACK
    WHAT USERS THINK THEY DO

    View Slide

  44. USER METRICS
    WHAT USERS THINK THEY DO

    View Slide

  45. COLLECT DATA
    HOW ARE FEATURES USED?

    View Slide

  46. OPT-IN
    ANONYMOUS DATA

    View Slide

  47. OPT-IN

    View Slide

  48. SAMPLE DATA

    View Slide

  49. CLICKS
    SAMPLE DATA

    View Slide

  50. CLICKS
    SAMPLE DATA
    PAGE LOAD TIME

    View Slide

  51. CLICKS
    SAMPLE DATA
    PAGE LOAD TIME
    NUMBER OF ERRORS

    View Slide

  52. HISTOGRAMS

    View Slide

  53. ANALYZE DATA
    DO THE SCIENCE!!!

    View Slide

  54. SPOILERS:
    NO DIFFERENCE

    View Slide

  55. SPOILERS:
    SO MUCH LESS MALWARE!

    View Slide

  56. SPOILERS:
    SO MUCH LESS MALWARE!

    View Slide

  57. ALWAYS MEASURE
    PROVE THAT YOU NEED IT

    View Slide

  58. NEVER ENABLE
    WITHOUT USER TESTING

    View Slide

  59. DESIGNERS ❤
    USER {INTERFACE, EXPERIENCE}
    TRUTH #4

    View Slide

  60. UX IS HARD

    View Slide

  61. GOOD UX IS HARD
    ACTUALLY

    View Slide

  62. GOOD UX IS HARD
    LOTS OF USER TESTING!

    View Slide

  63. OMG PIXELS

    View Slide

  64. OMG PIXELS
    DEVS USING GIMP

    View Slide

  65. OMG PIXELS
    CONSISTENT UI == BEST UI

    View Slide

  66. INTERNATIONALIZATION
    C’EST BEAUCOUP DE LETTRES
    TRUTH #5

    View Slide

  67. 55.7% ENGLISH
    (W3TECHS, 2013)

    View Slide

  68. 44.3% OTHER

    View Slide

  69. CODE IS MAGIC!
    DON’T INLINE STRINGS

    View Slide

  70. RIGHT-TO-LEFT

    View Slide

  71. View Slide

  72. View Slide

  73. ACCESSIBILITY
    IT’S NOT ALL ABOUT YOU
    TRUTH #6

    View Slide

  74. THE WORLD

    View Slide

  75. COLOUR BLIND
    THE WORLD
    10%

    View Slide

  76. COLOUR BLIND
    THE WORLD
    LOW VISION 4%
    10%

    View Slide

  77. COLOUR BLIND
    THE WORLD
    LOW VISION 4%
    10%
    BLIND 1%
    (WHO, 2013)

    View Slide

  78. COLOUR BLIND
    THE WORLD IN CHROME
    LOW VISION 30 M
    75 M
    BLIND 7.5 M

    View Slide

  79. CHROME CARES ABOUT

    View Slide

  80. KEYBOARD ONLY
    CHROME CARES ABOUT

    View Slide

  81. LOW VISION
    CHROME CARES ABOUT

    View Slide

  82. LOW VISION
    CHROME CARES ABOUT

    View Slide

  83. View Slide

  84. View Slide

  85. ASSISTIVE TECH
    CHROME CARES ABOUT

    View Slide

  86. role="progressbar"
    aria-valuenow="75"
    aria-valuemin="0"
    aria-valuemax="100" />

    View Slide

  87. THE MORAL?
    KNOW YOUR USERS
    OK, SO

    View Slide

  88. THE MORAL?
    THINK LIKE YOUR USERS
    OK, SO

    View Slide

  89. THE MORAL?
    SCIENCE IS YOUR FRIEND
    OK, SO

    View Slide


  90. @NOTWALDORF

    View Slide