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.

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Monica Dinculescu

May 10, 2014
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Transcript

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

  2. None
  3. HELLO, I’M MONICA! @NOTWALDORF

  4. CHROME, RIGHT?

  5. SO MANY USERS 750 MILLION-ISH

  6. SO MANY USERS 1% IS STILL A LOT

  7. SO MANY USERS KEEP THEM HAPPY

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

  9. A LOT OF THINGS USERS HATE

  10. CHANGE USERS HATE

  11. BLOCKS OF TEXT USERS HATE

  12. DECISIONS USERS HATE

  13. DECISIONS USERS HATE PICK GOOD DEFAULTS!

  14. QUIRKY THINGS USERS ❤

  15. QUIRKY THINGS USERS ❤

  16. NEAT THINGS USERS ❤

  17. NEAT THINGS USERS ❤

  18. “TO THE GOOGLE ENGINEER THAT ADDED A SPEAKER ICON […]

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

    SOMEDAY I HOPE TO BUY YOU A STEAK DINNER. OR A NOBEL PRIZE.” - @MATHOWIE
  20. USER FEEDBACK HOW TO LISTEN TO USERS LIE #1

  21. FEEDBACK IS GOOD

  22. FEEDBACK IS GOOD GENERALLY

  23. FEEDBACK IS GOOD YOU != YOUR USERS

  24. FEEDBACK IS GOOD CAN’T EDUCATE USERS

  25. PEOPLE CARE ABOUT CHEESE

  26. FEEDBACK SUCKS BECAUSE THE INTERNET

  27. FEEDBACK SUCKS STILL MAYBE RELEVANT

  28. FEEDBACK SUCKS DOESN’T MEAN YOU SUCK

  29. FEEDBACK SUCKS YOU != YOUR PRODUCT

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

  31. PICK AND CHOOSE TURN FEATURES ON/OFF

  32. None
  33. THINGS LIKE

  34. EXPERIMENTAL JS THINGS LIKE

  35. EXPERIMENTAL JS THINGS LIKE FAST TAB CLOSE

  36. EXPERIMENTAL JS THINGS LIKE FAST TAB CLOSE PREFETCH RESULTS

  37. EARLY FEEDBACK DOES THE FEATURE SUCK?

  38. SPOILS SURPRISES BECAUSE OPEN SOURCE

  39. EASY ⌘Z UNDO IS BEST DO

  40. 㽈 ̇ ̇ 㽈 ̇ THIS LEADS US TO…

  41. None
  42. USER METRICS SCIENCE == BEST TRUTH #3

  43. USER FEEDBACK WHAT USERS THINK THEY DO

  44. USER METRICS WHAT USERS THINK THEY DO

  45. COLLECT DATA HOW ARE FEATURES USED?

  46. OPT-IN ANONYMOUS DATA

  47. OPT-IN

  48. SAMPLE DATA

  49. CLICKS SAMPLE DATA

  50. CLICKS SAMPLE DATA PAGE LOAD TIME

  51. CLICKS SAMPLE DATA PAGE LOAD TIME NUMBER OF ERRORS

  52. HISTOGRAMS

  53. ANALYZE DATA DO THE SCIENCE!!!

  54. SPOILERS: NO DIFFERENCE

  55. SPOILERS: SO MUCH LESS MALWARE!

  56. SPOILERS: SO MUCH LESS MALWARE!

  57. ALWAYS MEASURE PROVE THAT YOU NEED IT

  58. NEVER ENABLE WITHOUT USER TESTING

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

  60. UX IS HARD

  61. GOOD UX IS HARD ACTUALLY

  62. GOOD UX IS HARD LOTS OF USER TESTING!

  63. OMG PIXELS

  64. OMG PIXELS DEVS USING GIMP

  65. OMG PIXELS CONSISTENT UI == BEST UI

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

  67. 55.7% ENGLISH (W3TECHS, 2013)

  68. 44.3% OTHER

  69. CODE IS MAGIC! DON’T INLINE STRINGS

  70. RIGHT-TO-LEFT

  71. None
  72. None
  73. ACCESSIBILITY IT’S NOT ALL ABOUT YOU TRUTH #6

  74. THE WORLD

  75. COLOUR BLIND THE WORLD 10%

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

  77. COLOUR BLIND THE WORLD LOW VISION 4% 10% BLIND 1%

    (WHO, 2013)
  78. COLOUR BLIND THE WORLD IN CHROME LOW VISION 30 M

    75 M BLIND 7.5 M
  79. CHROME CARES ABOUT

  80. KEYBOARD ONLY CHROME CARES ABOUT

  81. LOW VISION CHROME CARES ABOUT

  82. LOW VISION CHROME CARES ABOUT

  83. None
  84. None
  85. ASSISTIVE TECH CHROME CARES ABOUT

  86. <div id="percent-loaded" role="progressbar" aria-valuenow="75" aria-valuemin="0" aria-valuemax="100" />

  87. THE MORAL? KNOW YOUR USERS OK, SO

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

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

  90. ❤ @NOTWALDORF