[gmurphy]

I agree with your criticism of design dogma - it drives me nuts too - people saying something bad is good because it follows the rules. But since I'm also responsible for the Android icon shape-change you talked about, let me waffle for a bit in case it helps provide a perspective on the other side of that decision:

I agree with that the non-uniform icons are easier to find, and that uniform shapes make it harder (I also agree that uniform colors are awful, but that was after my time so I have no stake in that).

However, usability is not about pure efficiency - a huge amount of it is approachability - people have to _want_ to use the UI. If they don't want to use it, no amount of pure-usability work will mean anything - it will just be "shitty computers" in their heads. In Android's case, the developer-provided weirdly shaped icons were a major sticking point - people would take one look at an Android homescreen with all kinds of mismatched splatters of icons, mentally lump it with Windows and Linux in the must-be-for-geeks bucket, and walk off to the Apple store.

It drove us nuts - in actual tests, people would often find Android easier and more efficient to use, but would still pick iPhone as the "easier" product, because that's the one that was inviting, that fit their style, that looked easy to use.

So we did a lot of work nudging Android to a place where real people would find it desirable, easy, and powerful - making really difficult tradeoffs - sometimes breaking expectations, sometimes sacrificing a little bit here and there to gain a lot somewhere else, sometimes just taking a chance.

It took a lot of effort from a lot of wonderful people, and it involved a stupidly large amount of arguing against "just copy iPhone" laziness and pressure (a major reason I left), but I am still deeply proud of what the team was able to do. We couldn't please everyone, but I think more people were pleased afterwards than before.

[dbdoskey]

Thank you for sharing, this was very insightful.

Do you have another example of something like this that your team had to deal with that was not as easy, but "looked easier" for the users?

[pwatsonwailes]

There's loads of this in the UX space. To overly simplify, people's brains use expected ideas about what things are like, in order to interact with the world. We build models as to what things are like, and then things that look like what we expect, we over-weight to stating as things that we understand.

So when people are presented with something which is visually appealing, we think it's easy to use, even when it isn't. And people will then default to blaming themselves, not the pretty, elegant thing, because clearly the pretty elegant thing isn't the issue.

We call this the aesthetic-usability effect. Perception of the expected experience, and attribution of the actual experience, is more important part than the actual experience.

It's one of the many ways in which engineers, economists and analysts (in my experience) tend to run in to issues. They want people to behave rationally, based on their KPIs, not as people actually experience and interact with the world.

There's all sorts of research that then comes off this, like people enjoying wine they've been told is more expensive, over wine they've been told is cheaper, and the physiological response as measured with an MRI confirms their reported divergence in experience, despite that the wines are the same, as one quick example.

Low contextuality evaluations (my term for where you ask someone to state things about something where they lack enough experience with enough breadth and depth to answer reliably) are always wonky. People can't comment on wine, because they don't know enough about wine, so they seek other clues to tell them about what they're experiencing. Similarly, people don't know about things that are new to them (by default) or that look different to what they expect, so their experience is always reported as being worse than it probably actually is, because their brain doesn't like expending energy learning about something new. They'd rather something they understood. It's where contextualisation and mimicry come in really useful from a design of experience standpoint.

[gmurphy]

Replacing the Android home buttons with the swipe up gesture. It was demonstrably a very clear usability and efficiency loss, but most people strongly preferred it.

Before we had that latter data I actually argued against attempting it - I figured having a clear usability win vs iPhone would be an area we could capitalize on, and didn't believe we'd be able to execute the swipe system well in the time we had (I'd rather be behind and robust than leading edge and flaky), but doing it was definitely the right call - felt pretty sheepish about that one for a few years. The eng and ux teams that pulled it off were next level.