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Satisfying site design: lostmyway.com

Contents: essay start | 'case study' | introduction | myexperience.com | goals and perceptions | armchair exploring | lostmyway.com

Navigation design and user goals

In an ideal world, Ken would be able to move between 'armchair' mode and 'window' mode discussed in chapter 3 without getting lost, or adversely affecting his ability to achieve his goals or influence his experience. But anecdotal evidence suggests this is rarely the case, with any one of a number of obstacles getting in the way. Nielsen believes diversity means users can sometimes take pathways never intended and may not react well to having their exploration controlled (Nielsen 1999, p. 66). He argues that navigation needs to show available alternatives at the same time so users can make choices and informed decisions. Tognazzini suggests users need some boundaries - not a complete lack of boundaries - to create the concept of an explorable environment which is not hazardous. Status mechanisms are important in achieving this, and should be visible but subtle (one such is the example of a Macintosh trash can ­ which looks full with only one item in it ­ thereby urging users to empty it immediately ­ thereby negating its value as an undo tool). (Tognazzini 1998).

Feedback
The concept of feedback is a consistent theme in much of the research in navigation and interface design (Fleming 1998a, Lynch & Horton 1997, McDonald & Stevenson 1998, Nielsen 1999, Tognazzini 1998). In a study on navigational tools in 1998, McDonald and Stevenson suggested one purpose of navigational aids was to allow users to review the progress of their work through a series of documents - this in turn minimising the negative effects of disorientation. The study showed that a graphical navigation map was commonly used during browsing, and the study of partially familiar material, whereas an index was used more often during information search. McDonald and Stevenson suggest navigation maps tackle the problem of disorientation by allowing users to gain an understanding of the relationships that lie within the system, and by helping them gain a sense of their own location relative to other parts of the hypertext.

What was interesting in the study was that using a spatial map bridged any navigation disadvantage of not being knowledgeable about the material. Times taken to locate information were fastest with the map, next fastest with a contents list and slowest with basic hypertext. Users used the map for browsing far more than for information retrieval - where the contents list usage increased. The suggestion is that maps are most useful when gaining familiarity with new material.

The study concludes that the performance of users may suffer if they must simultaneously focus on the task in hand, such as locating information, and on orienting themselves in the space. In other words, they must decide which routes will satisfy their information goals, execute these routes, keep track of digressions, and also monitor what information they have already viewed. Navigational aids reduce this load on the user's working memory by helping them with the task of orientation. (McDonald & Stevenson 1998, pp. 129-142).

Intuitive structures
The importance of site structures which have been designed to meet user goals has previously been illustrated. Fleming (1998), Lynch (1997)and Nielsen (1999) each discuss the benefits a site structured to meet goals brings in terms of satisfying user expectations and creating a strong experience. It can also be argued that well planned site structures help users navigate by providing a hierarchy of information which can be decoded and used for orientation. According to Lynch a uniform format allows a user to predict how a site will work, and where to find information. He speaks of a range of structural models for a site including sequential (usually only suitable for smaller sites), grids (suitable for matrix information ­ but better for experienced audiences who can recognise the matrix, a hierarchy (familiar as a navigational metaphor, and to construct a mental model) and Web (goal to mimic associative thought and idiosyncratic patterns) (Lynch & Horton 1997). Fleming suggests structure planning must consider all components of a site - planing beyond the front door - and argues that most navigation problems are not users complaining about getting from the front door to some page inside, but relate to being stranded inside a site. Typically, this is because care has been given to navigating in only one direction (Fleming 1998a).

In contrast to the views of Lynch, Fleming and Nielsen, Norman argues that intuition - in this case the ability to decode a site by having an consistent and effective structure - is largely myth (Rhodes 1999). People have to learn something if that knowledge is not already in the head, and so unless a user can use a previously learnt site hierarchy as a guide, they will have to learn the patterns within the new hierarchy. Tognazzini takes this further by suggesting that people will not go to the bother of creating a mental map of a site (Tognazzini 1998). This research suggests that while a well defined site structure is important in enabling user goals to be met - its value as a navigational tool may be limited unless it is small and consistent with other site structures used by the user.

Consistency
Of all the themes uncovered in navigation research, consistency was among the most strongly supported (Fleming 1998a, Lynch & Horton 1997, McDonald & Stevenson 1998, Nielsen 1999, Norman 1998, Tognazzini 1998, Twyman 1982). Nielsen argues that consistency is vital in site navigation, and that users complain bitterly when things don't work the way they expect. Fleming, Tognazzini and Norman both talk about the importance consistent behaviour has in reducing the learning overhead on users and therefore the ability to concentrate on achieving goals rather than decoding systems. Norman discusses it as a key concept of human-centred design where a system hints at what will happen when a user does something. The concept that consistency provides perceptual clues to people on how to act in a certain environment is also strongly supported.

Consistency across Web site navigation may mean a number of things, including:

· Blue being used as the primary colour for hyperlinking text. Nielsen argues that no matter how strong the argument for changing the colour from blue, it is so universally accepted that sites will impose a penalty on their users if they digress from this standard (Nielsen 1997).

· Navigation that maintains location and appears similar on all associated pages. Fleming suggests a common error is made when sites have buttons appearing and disappearing at will, creating confusion and distrust of the reliability of the aids among users (Fleming 1998b, p. 15).

· Interpretation of user behaviour (Tognazzini 1998). This may mean any action which users may expect to function a similar way to that which they are used to, such as clicking on the back button taking the user to the last visited page. Tognazzini argues that of all the forms of consistency, user behaviour interpretation is the most important.

· Shortcuts. Fleming argues that by definition, these should be brief, fast and clear, and keeping in mind their primary purpose of allowing users to access information easily and quickly. (Fleming 1998b).

The research indicates that consistency, particularly in relation to expected user behaviour, has strong links to other navigation concerns such as the requirement to provide effective feedback and intuitive structures.

Contextual navigation
Nielsen suggests that there are three basic types of Web site links: embedded (underlined text further explaining a topic), structural (links to hierarchical elements) and associative (links to similar interest and topic areas). (p195) Links to 'more of the same' and further reading (associative) are one of the most effective ways to lift site use (Nielsen 1999, p. 56).

An example of an associate link - or context sensitive navigation - is Ken searching for the family Commodore and deciding to check on prices. Associated links on the price comparison page may allow Ken to use a special car loan calculator to work out repayments for each price he receives, and alert that provides Ken with a weekly update of new cars of that price range and model for sale, and a function to 'store' particular cars he is interested in a private notebook. It can be safely assumed that checking prices means Ken is serious about a particular model of car, so the site may have a link to a dealer to have a car delivered to Ken for a test drive. The functions offered on the price page take into consideration Ken's needs and goals at that point in the interaction.

Reasons as to why associative links are effective can be drawn from research on user experience in chapter 1 and 2. These links directly target primary goals of users and in doing so allow users a much greater chance of achieving goals and thereby creating a satisfying experience.