Interview
This week I started working on some research. I talked to a few people, just an informal interview, so I could get a feeling of the topic. I wanted to know if they would do more on their smartphones if they felt it was easier to use and also what makes some digital products hard to use. I also asked if there is a particular app they feel really confident with and why they feel that way.
One example that stood out to me was WhatsApp. Everyone was using WhatsApp. Someone also told me that she felt safe using it because she understands how the app works and that it feels more like a finite system they could oversee. What was more interesting to me was that she mentioned that the app is more understandable and feels more secure to use because it is linked to her phone number. She mentioned that only people who have her number, that are usually people she already met in real life, are able to contact her or see what she posts. This is what makes the app feel more predictable to her.
I found this really interesting, because its not just about usability, it is more about the feeling in control and having a familiar structure that connects to her real world experiences. “Giving someone the your phone number is something she always done, long before smartphones existed.”
Mental Models
I think this was a great example for mental models. When a digital product works in a way that feels familiar, it’s easier to understand and trust. In this case, WhatsApp builds on an old habit (not sure if on purpose), which helps users feel safe and capable in a digital environment.
After talking to a few people, I noticed that them using digital products depends on how much they trust them. Some felt unsure about what happens in the background or who can see what they do online.
At the same time, I think usability plays an important role. It was mentioned that digital products should be easy to use and that this would encourage them to engage with these products more often. In connection with this, one person said, “I’d use apps more if someone showed me how,” which highlights the idea that either the app itself needs to provide guidance, or a person needs to take on that role.
For my next steps, I would like to explore this concept of ease of use and the guidance aspect further. I want to research what makes a system feel simple enough to use and what kind of support helps people feel confident when trying something new.
References
M. Chan, “Mental Models and User Experience Design,” Nielsen Norman Group, Jan. 26, 2024. https://www.nngroup.com/articles/mental-models/
“Jakob’s Law of Internet User Experience,” www.youtube.com. https://www.youtube.com/watch?v=wzb4mK9DiHM (accessed Apr. 29, 2022).