本文為《About Face 4》Part II: Designing Behavior and Form/CH 8: Digital Etiquette第一部分讀書筆記，書籍從16個方面談?wù)摿嗽O(shè)計Considerate Products的準(zhǔn)則，本文是關(guān)于這一部分的讀書筆記與個人思考。
Considerate products take an interest
A considerate friend wants to know more about you. He remembers your likes and dislikes so that he can please you in the future. Everyone appreciates being treated according to his or her personal tastes.
Remembering humans’ actions and preferences is one of the best ways to create a positive experience with a software-enabled product.?
目標(biāo)用戶群不是克隆人軍團(tuán)，每個人都有自己獨特的個性與偏好，一個體貼的朋友會清楚地記得你喜歡和討厭的東西，而體貼的產(chǎn)品也是如此。就像Google Now，它能基于搜索偏好、地理位置等信息推送用戶當(dāng)前可能感興趣的卡片，而不是提供千篇一律的內(nèi)容讓用戶選擇。
說到這里我想起了一些從火爆到冷卻的智能機(jī)器人產(chǎn)品，它們一開始抓住了用戶好奇、空虛、無所事事的心理狀態(tài)，很多人會花上大量的時間來與機(jī)器人對話，但用久了后也就是那些回復(fù)方式（除非不斷設(shè)計推出新的場景功能對話模式來刺激用戶的興趣），并不會因為人本身的個性、偏好而有什么不一樣的變化?？淳W(wǎng)上一些網(wǎng)友截的和機(jī)器人的對話圖，用戶已經(jīng)非常生氣、不耐煩地指出機(jī)器人的回答不是自己喜歡和想要的，機(jī)器人卻還在自顧自地說話或者回罵，而不是取悅用戶（當(dāng)機(jī)器人被用在服務(wù)場景里、核心目標(biāo)是幫用戶解決問題時，這會造成非常差的體驗，反正我是再也不敢把小冰綁定到自己的微信訂閱號上了……），語氣上可能非常接近真人，但卻不怎么友好、體貼、個性化，用戶也難以像喜歡真人一樣喜歡上它，而更多將其當(dāng)成無聊時調(diào)戲的對象。
Considerate products are deferential
Inconsiderate products supervise and pass judgment on human actions. Software is within its rights to express its opinion that we are making a mistake, but it is presumptuous for it to judge or limit our actions.
體貼的產(chǎn)品態(tài)度是恭敬的，錯誤難以避免，產(chǎn)品可以進(jìn)行解釋和引導(dǎo)，而不應(yīng)簡單粗暴地對此進(jìn)行評判和限制。
在產(chǎn)品設(shè)計過程中，錯誤場景是必須考慮到的一點，如Web端的404，移動端的各種網(wǎng)絡(luò)錯誤狀態(tài)等，還有一些因為用戶操作而產(chǎn)生的錯誤。但是很多產(chǎn)品經(jīng)理和設(shè)計師在這方面考慮不夠周到（我最近就在這塊踩了不少坑），于是用戶只會一臉迷惘地知道遇到了錯誤（甚至錯誤提示都沒有，就是一片不友好的空白），卻不知道原因是什么，應(yīng)該如何解決。體貼的產(chǎn)品會用恭敬的文案告知用戶出現(xiàn)了什么錯誤、為什么出錯、什么操作可以避免出錯，而不是簡單粗暴地讓用戶就此止步。
Considerate products are forthcoming
Most software doesn’t attempt to provide related information. Instead, it narrowly answers the precise questions we ask it and typically is not forthcoming about other information, even if it is clearly related to our goals. When we tell our word processor to print a document, it doesn’t tell us when the paper supply is low, or when 40 other documents are queued before us, or when another nearby printer is free. A helpful human would.
一個好的服務(wù)員不會滿足于只回答顧客當(dāng)前的問題，而通常會提供更多有用的相關(guān)建議。體貼的產(chǎn)品也是如此，在響應(yīng)用戶發(fā)出的指令時，也提供更多和用戶目標(biāo)有關(guān)的信息咨詢與幫助。
但是這不應(yīng)該干擾到用戶當(dāng)前最關(guān)注的操作，曾經(jīng)的Office助手就是一個反例，它在用戶當(dāng)前并不需要幫助的時候很突兀和干擾人。輔助信息應(yīng)該在需要用到的時候才出現(xiàn)。
Considerate products use common sense
Offering inappropriate functions in inappropriate places is a hallmark of poorly designed interactive products. Many interactive products put controls for constantly used functions right next to never-used controls.
體貼的產(chǎn)品應(yīng)該是具備常識的，而不是讓不合適的功能在不合適的地方出現(xiàn)。前段時間很多人噴Navigation Drawer/Slide Menu，我覺得并不是這個交互本身不好，而是被不分場景地濫用了，一些產(chǎn)品經(jīng)理和設(shè)計師把各種內(nèi)容不分青紅皂白地丟進(jìn)去，而完全忽視這些內(nèi)容之間的優(yōu)先級和使用頻率差異，經(jīng)常使用和完全不用的功能入口發(fā)現(xiàn)與操作成本完全一樣，自然也就拉低了產(chǎn)品的使用體驗。
Considerate products use discretion
Generally speaking, we want our software to remember what we do and what we tell it. But there are some things our that software probably shouldn’t remember unless we specifically direct it, such as credit card numbers, tax IDs, bank accounts, and passwords. Furthermore, it should help us protect this kind of private data by helping us choose secure passwords, and reporting any possible improprieties, such as accounts accessed from an unrecognized computer or location.
體貼的產(chǎn)品應(yīng)該具備判斷力，比如知道什么該記住、什么不該記住，而不是用同一套處理邏輯應(yīng)付所有的場景。支付寶錢包更新后去掉了啟動頁的手勢，這應(yīng)該是出于方便新增的“朋友”功能的考慮，畢竟誰也不喜歡每次進(jìn)入聊天界面前還要解一次鎖；但對“財富”功能就不適用了，結(jié)果就引發(fā)了很多用戶對于賬戶安全的擔(dān)心、抱怨和吐槽。
Considerate products anticipate people’s needs
A human assistant knows that you will require a hotel room when you travel to another city, even when you don’t ask explicitly. She knows the kind of room you like and reserves one without any request on your part. She anticipates your needs.
體貼的產(chǎn)品能預(yù)見用戶的需求，猜測出你想要什么并體現(xiàn)為之做好準(zhǔn)備。如Google Now在提供前往目的地的登機(jī)卡片的同時，還會同時推送目的地的景點、天氣、相關(guān)網(wǎng)站信息，好的產(chǎn)品能夠預(yù)見到用戶可能還會想要什么。
Considerate products are conscientious
A conscientious person has a larger perspective on what it means to perform a task. Instead of just washing the dishes, for example, a conscientious person also wipes down the counters and empties the trash, because those tasks are also related to the larger goal: cleaning up the kitchen.
體貼的產(chǎn)品具有責(zé)任心，我們知道Mental Model的概念，產(chǎn)品應(yīng)該清楚用戶更大的目標(biāo)是什么，設(shè)計上更接近用戶的Mental Model，而不是機(jī)械地理解和執(zhí)行。
書中舉了一個典型的反例：“If we rely on a typical word processor to draft the new sprocket contract and then try to save it in the MicroBlitz folder, the application offers the choice of either overwriting and destroying the old widget contract or not saving it at all.”，產(chǎn)品認(rèn)為如果兩個文件重名就意味著要扔掉舊的，但采取其他方式也許更好，比如允許保存的時候?qū)χ孛呐f文件重新命名。
Considerate products don’t burden you with their personal problems
At a service desk, the agent is expected to keep mum about her problems and to show a reasonable interest in yours. It might not be fair to be so one-sided, but that’s the nature of the service business. An interactive product, too, should keep quiet about its problems and show interest in the people who use it.
產(chǎn)品在執(zhí)行過程中會遇到一些問題，但大部分用戶對此并不理解、關(guān)心和感興趣，體貼的產(chǎn)品會對此保持沉默和自行解決，而不是大張旗鼓地跳出來打擾用戶。還記得那些令人煩躁的升級提示和錯誤彈框嗎？
Considerate products keep you informed
Although we don’t want our software pestering us incessantly with its little fears and triumphs, we do want to be kept informed about the things that matter to us.
Nobody interrupts us to tell us this information: It’s there in plain view whenever we need it. Software, similarly, can provide us with this kind of rich modeless feedback about what is going on.
但是適當(dāng)?shù)姆答佁嵝讶匀皇怯斜匾?，讓用戶知道發(fā)生了什么，比如說非模態(tài)的反饋，它提醒了用戶，但不會造成過多的干擾。
Considerate products are perceptive
Perceptive software observes what users are doing and uses those observations to offer relevant information.
Products should also watch our preferences and remember them without being asked explicitly to do so. If we always maximize an application to use the entire available screen, the application should get the idea after a few sessions and always launch in that configuration. The same goes for placement of palettes, default tools, frequently used templates, and other useful settings.
體貼的產(chǎn)品能夠察言觀色，如果用戶已經(jīng)連續(xù)好幾次進(jìn)行了同一個設(shè)置操作，產(chǎn)品應(yīng)該主動將其記憶下來，保留上一次的設(shè)置，而不是每次都要用戶動手。
Considerate products are self-confident
Interactive products should stand by their convictions. If we tell the computer to discard a file, it shouldn’t ask, “Are you sure?” Of course we’re sure; otherwise, we wouldn’t have asked. It shouldn’t second-guess us or itself.
體貼的產(chǎn)品具有主見，而不是不斷向用戶確認(rèn)。事實上，確認(rèn)的操作并不一定能讓用戶意識到需要謹(jǐn)慎應(yīng)對這次操作，看看有多少在退出word時提醒是否保存時點了否的例子就知道了。
知乎上有段時間討論過刪除前確認(rèn)和刪除后撤銷兩種交互哪個更好，主流答案是傾向于后者的，具體參見http://www.zhihu.com/question/24298437，不過這仍需要根據(jù)具體的場景來取舍，不能一概而論。
Considerate products don’t ask a lot of questions
Inconsiderate products ask lots of annoying questions. Excessive choices, especially in the form of questions, quickly stop being a benefit and instead become an ordeal.
Users really don’t like to be asked questions by products, especially since most of the questions are stupid or unnecessary. Asking questions tells users that products are:Ignorant，F(xiàn)orgetful，Weak，F(xiàn)retful，Lacking initiative，Overly demanding。
體貼的產(chǎn)品不會頻繁向用戶提出一大堆問題，這會讓用戶覺得它是愚蠢、無知、健忘、煩人的?，F(xiàn)在一些國產(chǎn)軟件在被卸載的時候還要哭哭啼啼向用戶發(fā)一大堆問題確認(rèn)是否真的卸載，毫無疑問這令人煩躁。
Considerate products fail gracefully
When an application discovers a fatal problem, it can take the time and effort to prepare for its failure without hurting the user, or it can simply crash and burn.
Some well-designed software products, such as Ableton Live, a brilliant music performance tool, rely on the Undo cache to recover from crashes. This is a great example of how products can easily keep track of user behavior, so if some situation causes problems, it is easy to extricate yourself.
應(yīng)用崩潰的情況并不罕見，但不該為此讓用戶承擔(dān)數(shù)據(jù)上的損失。我還記得小時候用Windows 98總是藍(lán)屏的噩夢，導(dǎo)致從小就養(yǎng)成了隨時Ctrl+S的習(xí)慣，即使Office這些現(xiàn)在早就有了自動保存，崩潰后也能恢復(fù)到之前的狀態(tài)。而在Web端，填寫了一堆表單提交后一個錯誤全沒了，辛辛苦苦寫了一大段文字結(jié)果全被吞，這些經(jīng)歷也非常令人不愉快。
Considerate products know when to bend the rules
In a manual system, when the clerk’s friend from the sales force tells him that getting a particular order processed speedily means additional business, the clerk can expedite that one order. When another order comes in with some critical information missing, the clerk still can process it, remembering to acquire and record the information later. This flexibility usually is absent from automated systems.
One of the benefits of fudgeable systems is reducing the number of mistakes. By allowing many small, temporary mistakes into the system and entrusting humans to correct them before they cause problems downstream, we can avoid much bigger, more permanent mistakes.
體貼的產(chǎn)品不應(yīng)拘泥于規(guī)則，而是具備一定的靈活性。許多APP總是一上來就要求用戶注冊和登錄，但這真的有必要嗎？讓用戶在未注冊狀態(tài)下先瀏覽應(yīng)用內(nèi)部，遇到需要注冊的功能再進(jìn)行注冊和登錄，是更人性化的做法。在還不知道你能提供什么的時候就先要求注冊登錄，會加大一部分新用戶的流失。
Considerate products take responsibility
Too many interactive products take the attitude that “It isn’t my responsibility.” When they pass along a job to some hardware device, they wash their hands of the action, leaving the stupid hardware to finish. Any user can see that the software isn’t being considerate or conscientious, that the software isn’t shouldering its part of the burden of helping the user become more effective.
體貼的產(chǎn)品能承擔(dān)責(zé)任，書中舉了一個反例：當(dāng)用戶在打印過程中選擇“取消”的時候，打印機(jī)并沒有立刻終止，而是繼續(xù)打印完之前緩存的一部分內(nèi)容，再自鳴得意地告訴用戶已經(jīng)取消操作。用戶不會關(guān)心這些，他只知道自己發(fā)出指令之后，機(jī)器沒有立刻按要求執(zhí)行。
Considerate products help you avoid awkward mistakes
If a helpful human companion saw you about to do something that you would almost certainly regret afterwards—like shouting about your personal life in a room full of strangers, or sending an empty envelope in the mail to your boss—they might take you quietly aside and gently alert you to your mistake.
Digital products should similarly help you realize when you are, for example, about to inadvertently send a text to your entire list of contacts instead of the one friend you were intending to confide in, or are about to send an e-mail to the director of your department without the quarterly report you mentioned you were enclosing in the text of your message.
體貼的產(chǎn)品能幫用戶避免一些尷尬的錯誤。在職場中我們總能看到針對一些行為的指責(zé)：發(fā)送郵件忘了添加附件，把東西發(fā)給了不該發(fā)的人，昵稱千奇百怪等；但實際上產(chǎn)品也該對此承擔(dān)一些責(zé)任。同樣的郵件應(yīng)用，有的發(fā)了就是發(fā)了，有的則會在郵件里提到“附件”但并沒有粘貼附件就發(fā)出去的時候，提醒用戶是否忘了添加。QQ郵箱不受一些HR待見，因為它們經(jīng)常會帶上一個奇怪的昵稱，讓人覺得求職者不正式，但有些求職者對此其實并不知情，偶爾看了一下發(fā)件箱才恍然大悟，如果可以提前提醒用戶在求職這些比較正式的場景里修改默認(rèn)昵稱，是不是會更好一些呢？
