Java Notes

Defensive (防禦) Design = Contingency Design (意外事故)

A) CRISIS POINTS

- the screens people see when things go wrong.

e.g. This isn't what I searched for.
Did my order go through?
How do I get out of here?
Where is the page I clicked on?

> Typical crisis points:

• Form Error
• Page Not Found Error
• Server Error
• Help Screen
• Inaccurate search results
• Out-of-stock item

> Causes for crisis points:

• A server malfunction
• Browser incompatibility
• Unclear Language
• Sloppy forms
• A code bug
• Failed Internet connection
• Confusing Design
• Page that have been moved, deleted or renamed

> Consequences / Results when crisis points exist:

• The customer gives up & bails out.
• The customer deals, but becomes frustrated & jaded.
• The customer is helped back on tracked & had a satisfying customer experience.

> Feedback from customers:

• Abandoned shopping carts
• Failed registrations
• Irrelevant search results
• Increased support inquires
• Customer frustration
• Customer bailouts

> Examples of successful design

• Customized "Pages Not Found" screen that explains the problem & helps people get to the desired page.
• Contextual help (definitions & inline FAQs that answer questions on spot)
• Login help (for instance, "Forgot your password? Click here")
• FAQs that solve the most common problems that plague customers
• A smart search engine that understands misspellings and other common errors. Like Google: Did you mean to search for: xxx xxx
• Email notification for the return of an out-of-stock item.
• Show an alternative items/methods when the selected item is unavailable.

> WHO should consider Defensive Design?

•  Designers & Information Architects
• e.g. screenshots, case studies, layout techniques
• Developers
• form validation, 404s & common errors
• Copywriters
• see how clear copy keeps customers informed & on track
• Project Managers & Executives
• learn how a top-down commitment & interdepartemental cooperation can be deliver bottom-line results

GUIDELINE #1
"Give an error message that's noticeable at a glance."

Case#1 - Wrong Login

Problem: No explanation. Just ask try again.

Solution:
You entered an invalid username and/or password. Please check your spelling and try again or click here to get help.

Case#2 - Wrong URL

Problem: Auto. redirect to Homepage. This isn't what I wanted.

Solution:
A customized "Page not found" screen.


GUIDELINE #2
"Use color, icons & text to clearly highlight & explain the problem area."

1. Clearly state the error at the top of the page and at the problem area that needs to be corrected.

2. Indicate the problem area with Bold Red Text.

3. Draw attention to the problem area with an Alert Icon or other graphical cue.

4. Offer possible solutions to the problem or give example / xxxx -xx-xx formats.

5. Don't force visitors to retype data entered correctly.