If you’ve heard anything about software development in the last five years, you’ve probably heard someone talk about “knowing your user” or “putting the user first”. The massive growth of Apple in the last decade has shone a massive spotlight on relentless user focus and has caused developers at companies large and small to re-think their priorities and put usability first. However, if knowing your user is so important, what do you do when you don’t know or have anything in common with your user?
Recently, we were approached and hired to develop an application for a group of users that fits that description perfectly: non-tech savvy grandmothers and grandfathers. The gist of the app is to make it easier for them to access a specific kind of content that they have on their computers easily and quickly on their smartphones. What makes this task so interesting is that it’s not about facilitating them to do something they can’t already do: a user with any amount of tech savvy could accomplish this task with relative ease. It’s about making it so somebody with almost NO knowledge of the technology they’re using can transfer and easily access this content with getting overly frustrated.
This task is 100% about knowing your user and catering to their needs by making existing technology more useable. The problem is, I’m a developer, capable of not only using difficult applications, but creating them from scratch. I pride myself on being a mid-adopter who is in touch with his “how I open Word again?” roots, but going into the project I found myself wondering if I really could adequately put myself in the shoes of someone who thinks opening Safari just opens Google and that Firefox opens the Internet.
So I did the only thing I could do: I talked to my own grandmother, creator of the aforementioned “Safari=Google” theory. She told me about using her computer and what she hates about it, and it was eye opening. She hates the updates and the clutter. She only wants to send and receive email, check her bank account, and use Google and that’s it. If there were 3 icons on her screen: Email with just an in and out box, her bank account, and Google that would be perfect. So even though she CAN access those 3 things from any web browser that exists, that’s not really sufficient: it’s not easy enough and browsers are too cluttered with, well, the internet.
My eyes opened, I now undertake the task of making her vision of simplicity and ease of access a reality, at least for one type of content. Wish me luck (I’m going to need it).