May 02 2008

Tunne oma kasutajat

Published by Targo at 1:15 am under Analüüs, Kliendid, Lugejate lemmikud

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Eelmises kirjutises tuli juttu oma kasutajate mõistmise tähtsusest. Leidsin vahepeal veel rea lugusid sellest, kuidas erinevad firmad on kasutaja tundmaõppimist tõsiselt võtnud ning seeläbi huvitavaid ja innovatiivseid lahendusi tootnud.

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  • Ameerikas on praegu väga populaarsed James Dysoni leiutatud tsükloneraldusega tolmuimejad. Jättes kõrvale asjaolu, et tegemist on tehnilise uuendusega, mis tolmuimemist efektiivsemaks muudab, võime küsida, miks selle tolmuimeja kate just läbipaistev peab olema? Kas selleks, et näha, kui palju seal tolmu sees on? Tegelikult meeldib paljudele inimestele alateadlikult näha, kuidas praht tolmuimejas ringi käib ja seeläbi “tappa saab”. Katsugu ta veel tulla silmailu rikkuma! :) Inimesed ei saa sellest enamasti ise arugi, aga neile meeldib Dysoni tolmuimejaga koristamine millegipärast rohkem kui teistega.

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  • Kõik teavad, et tervisejooks on kasulik, aga sellegipoolest ei tule jätku enamikul inimestest püsivust sellega tegelemiseks. Kuidas asja parandada? Jooksmisest tulenev kasu on pikaajaline protsess, raja lõpus pole enamasti mingit kohest rahuldust. Kuidas aga kohe jooksjale mingi preemia anda? Nike ja Apple tulid kahe peale välja tootega, mis ühelt poolt ergutab sind jooksmise ajal ning teiselt poolt laseb enda tulemusi teiste omadega võrrelda. Ja kas saab olla suuremat rahuldust, kui näha, kuidas sa teiste inimestega võrreldes arened? Pole siis imestada, et Nike Plus on hea äri.

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  • Et paremini mõista vanema põlvkonna autojuhte, leiutas Nissan spetsiaalse ülikonna, mis takistab teatud liigutusi, et mõista, milline on auto ergonoomika vanemate inimeste seisukohalt. Sarnased ülikonnad on olemas ka selleks, et simuleerida näiteks rasedat naist või muid iseärasusi.  

Tarkvara seisukohalt võime siin mõelda: enamikus IT-firmades on olemas infrastruktuur ja tööriistad (alates kiirest internetiühendusest arendusvahenditeni), mis meie jaoks IT lihtsaks ja mugavaks teevad. Enamikul meie kasutajatest seda aga pole ja me peaksime iga valminud tarkvaratoodet vaatama eelkõige nende inimeste seisukohalt, kellel on väiksemad võimalused. Näiteks kas meie vormid mahuvad ka väiksema kui 21″ ekraani peale ära? Kas meie andmehulgad on edastatavad ka vähema kui 1Gbit kohtvõrgu kaudu? Kas meie rakendused jooksevad ka alla 2GB mäluga?

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  • Autoteema teisest äärmusest leiame näite, kuidas Honda saatis Honda Legendi disainerid ja insenerid 6 kuuks Saksamaale, et nad uuriksid, mis tunne on reaalselt autobahnil kihutada ja mida ühel autol selle jaoks vaja läheks, Jaapanis sellist võimalust polnud.
  • Paljud lahendused tulevad pähe lihtsalt inimeste igapäevaelu vaadeldes. Nii on leiutatud näiteks kohvikruusihoidjaga pesumasin, väike külmkapp ühikatubade jaoks, mille pealne on lahtivolditav väikeseks lauaks jne. Minu lemmikuks on siin Whirlpool Gladiator GarageWorks ja spetsiaalne garaažikülmkapp, juba ammu ei hoita garaažis ainult autosid, vaid sellest on saanud paljude meeste elu- ja hobikeskus, mille jaoks on kohandatud terve hulk kodutehnikat.

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  • Kes on Aasias reisinud, teab, et suur osa sealsest jaekaubandusest toimub kaootilistel avaturgudel. Kui Kishore Biyani Indias Pantalooni supermarketite keti asutas, olid tema poed alguses samasugused nagu nende lääne ekvivalendid, korrapäraselt seatud riiulite ja sirgete vahekäikudega. Hoolimata sellest, et poed olid ilusad, puhtad ja odavad, ei tulnud inimesed sinna, sest selline kauplemisviis polnud neile omane. Ei aidanud muu, kui imiteerida traditsioonilisi turge, praegu on Pantalooni poed ebakorrapärased, kaubad vedelevad näiliselt juhuslikult, asjade üle on võimalik tingida, aga rahvast käib seal nagu murdu.

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  • Oluline on aga, et me annaks endale aru, kas tegemist on vaid ühe kasutaja iseärasusega või laiema suunaga. Tihti saavad suured projektid alguse kellegi kinnisideest, mis tegelikult aga kedagi ei huvita, üheks suurimaks ja kallimaks näiteks siinkohal on Iridiumi satelliidid. Algse idee kohaselt pidi olema tegemist tootega “mobiilsele ettevõttejuhile”, kes kogu aeg maailmas ringi rändab. Ärimehed ei tahtnud aga suurt, kallist ja kobakat satelliittelefoni, pärast 5 miljardi dollari kulutamist saadi poole aastaga vaid 10000 kasutajat ning Iridium läks vähem kui aasta pärast pankrotti. Praeguseks on Iridiumi võrk siiski kasutuse leidnud, aga hoopis avamerepurjetajate ja muude rändurite seas.

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  • Teise näite sellest, kuidas me ei saa aru, kes meie klient tegelikult on, leiame meditsiinist. Meditsiiniskännerid on tõeline tehnikaime, näidates 3D pilti kõigest, mis inimese kehas toimub. Aparatuuri tootjad rääkisid arstidega, milliseid võimalusi viimastel vaja läheks ja said pika nimekirja. Kui aga masinad valmis tehti, selgus, et nende kasutusaeg hoopis langes. Milles asi? Selgus, et päriselt ei kasuta masinaid mitte arstid, vaid laborandid, kellele arst lihtsalt ütleb, et teha seda või toda. Ja kuna uuel masinal oli liiga palju nuppe ja vidinaid, millest laborandid aru ei saanud, jäid ka uued võimalused unarusse.

See on tegelikult tarkvaramaailmas igapäevaselt toimiv efekt. Inimene, kes meilt toote tellib, ei ole tihti teps mitte seesama, kes seda lõpuks kasutama hakkab!

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  • Kui Apple oma esimese sülearvuti lõi, oli firmal juba tugev kogemus lauaarvutitega, ja juba tollal pandi Apple’is suurt rõhku disaini perfektsusele. Mac Portable oligi perfektne… lauaarvuti seisukohalt. Tüüpiliseks näiteks on, et Portable’i aku pidas vastu üle 10 tunni (!), mis tegi arvuti palju suuremaks ja raskemaks kui konkureerivad tooted, aga näitab hästi, et tegijatel polnud täpset aimu, mis elu sülearvutikasutaja elab.

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  • Veel näide meditsiinitehnikast: Laparoskoopia on kirurgia haru, kus inimese sisse torgatakse fiiberoptiline kaabel ning ning kirurg vaatab ekraanilt, mis sul sees toimub. Katsetusel süsteemi testides toimis kõik hästi. Kui aga millalgi tegelikku operatsioonisaali mindi, leiti, et ruum on abistajaid täis ja kirurg peab kogu aeg üle nende küünitama, et ekraani näha. Lahenduseks oli heads-up display, spetsiaalsed prillid, millelt pilti saab vaadata, aga ilma kasutajat tema loomulikus keskkonnas jälgimata poleks tehnoloogid iial selle mõtte peale tulnud.

64 responses so far

64 Responses to “Tunne oma kasutajat”

  1. Katrinon 02 May 2008 at 10:04 am

    Kasutajate eripäradega arvestamise ja mittearvestamise kohta meenub kaks lugu pesumasinatega: Whirlpooli “The World Washer”, mis jättis kahe silma vahele muuseas selle, et India naised kannavad nappide särkide ja miniseelikute asemel tohutupikka kangatükki, mille pesemine Whirlpooli masinas osutunud ebapraktiliseks.
    Hiinlased aga õpivad hoolega teiste vigadest ning Haier saatis konsultandid Indiasse uurima, millega üks pesumasin peale saride seal hakkama peab saama. Huvitava ideena tundus masin, mis võimaldab kasutada päikesepaistel soojenenud vett katusel asuvast veetünnist ning loomulikult saab hakkama ka pidevalt kõikuva pingega.

  2. Siimon 04 May 2008 at 3:56 pm

    Väga asjalik ja huvitav veebipäevik! Jõudu Sulle, Targo!

  3. Targoon 04 May 2008 at 9:18 pm

    Tänan, sellised kommentaarid annavad kusjuures tõepoolest jõudu :)

  4. xon 06 May 2008 at 9:00 am

    Kirjuta ikka rohkem Ahja Kommertspangast ja kohalikust tarkvarafirmast “Joostes Marss”, sest huvitav on lugeda asju, mida kirjutaja on ise läbi teinud.

    Maailmast leitud näidete refereerimisega tegeleb meil kollane ajakirjandus.

  5. Targoon 12 May 2008 at 1:51 am

    Joostes Marss, Ahja Kommertspank, Hulkuvate Kasside Riiklik Inspektsioon ja kõik nendega seonduvad tegelased, sündmused, kohad ja tooted on ilukirjanduslikud väljamõeldised. Igasugune sarnasus tegeliku eluga on juhuslik ning autor ei võta endale mingit vastutust seonduva moraalse või materiaalse kahju eest.
    Aga Ahja Kommertspangast saaks muidu küll igasuguseid asju kirjutada ;)

  6. ArvoSon 27 May 2008 at 7:33 am

    Hea oli lugeda, et mõnda softikitjutajat huvitab ka kasutaja arvamus. Enamasti on küll tunne, et tarkvarakirjutajad kirjutavad kogu tarkvara endale kasutamiseks. Muidu poleks ju võimalk, et suurem osa inimesi ei oska seda tarkvara kasutada. Edu – huvitav blog!

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