Usability vs. Ease of Use

In a Web 2.0 world, we want everything to be customized. We want our web applications to know who we are, where we are, what we like, even what we're doing right now. There are a few techniques that designers and engineers can use to get this information without asking us - IP targeting, for instance - but they remain rather blunt instruments, and often leave us feeling violated, as if an evil internet spy was lurking just beyond our gaze.

The solution is to put the customization in the hands of users, allowing them complete control of what information they share, giving them oodles of preferences and settings, and making sure they can change everything at a moment's notice. Seems simple enough, right?

The problem is that most users won't ever find all those switches and dials, let alone know what to do with them or what mix of this setting and that toggle will result in Goldilocks-style contentment ("a this privacy setting is just right..."). There are a few us who enjoy this kind of masochistic settings torture, but we're not average (or stable). For everyone else, there's the dreaded user set-up guide, a ubiquitous necessity that's found its way into every website you've ever signed up for.

At Pinyadda, we're all about customization. It's our bread and butter. But we're also committed first and foremost to making our user experience completely painless. The place where these two goals conflict most intensely is in the set-up process, and it's where almost all of our product attention has been directed lately.

The most difficult part of designing any component is finding the ability to put yourself in other users' shoes, to imagine what it's like to be anyone but yourself. This is multiplied almost tenfold in the setup process, and the consequences of getting it wrong are similarly heightened. If you can't set it up, you can't use it. Imagine how much business Ikea would lose if they made you put the furniture together before you bought it. That's the kind of thing we're dealing with.

So how do we bridge this gap between usefulness and ease of use? Between customization and speed of adoption? It's a tough nut to crack, and something that probably takes a few failures to get right. A few basic principles we've learned (sometimes the hard way):

- Make as few assumptions about the user as possible. When you work on something every day, it can be hard to make yourself think like a brand new user. It can almost never hurt to make things twice as simple. Then make them twice as simple again.

- There's no substitute for user feedback. It's tempting to stay inside the bubble and iterate on your own designs, but the only real metric you have for usability is users. Seems so simple, but it's always harder than you think to put your designs out there for critique. Try to remember the adage to "have strong opinions, that are weakly held."

- Speed is good, but quality is better. Brevity is important in a setup guide, but quality of user experience shouldn't be sacrificed to achieve it. Would you rather get to mediocre experience fast, or get to a great experience a little slower?

- Structure makes people comfortable. Telling users where they are and giving them a clear understanding of what's next is important. Showing the steps up front and giving clear feedback when each one is completed goes a long way toward helping people feel comfortable and relaxed instead of anxious and annoyed.

There are probably a lot more, but we'll stop there. What do you think? Can you think of a great setup guide and why you liked it? Do you have any pet peeves when it comes to setting up a new service, or any tips for how to make it great? Leave your ideas in the comments.

A New Perspective

After a great meeting last night and an even better whiteboard session this morning, we've made a couple significant changes in the way we're going to be positioned going forward, and I think all of them are great decisions that were made for the right reasons.

The product itself and our development roadmap has changed very little, but we realized that we had a different animal on our hands than we initially thought. The good news is that this characterization solves a more palpable problem, creates more value for both users and publishers, gets us to revenue and profitability faster, and is a much more sustainable business plan. All very good things.

In the meantime, it allows us to work smarter while we work harder by focusing on more specific tasks, and helps us get a product in users' hands a lot sooner. With a clearer vision of what our product is and does, we're even more determined to go all out for the next couple of sprints and push this thing out the door.

We've reorganized our information architecture, made the site much easier for users to navigate and build their Pin, and changed our attitude about content to focus more on quality and organization and less on flat out quantity. Our new mission is simple, intuitive, and clear: to connect people in meaningful ways around the world's most valuable content. We hope that Pinyadda can become the way content and consumers connect in the age of the social web.

Alpha Rising

After months of product development and testing, our Alpha is being loaded to the live site right now, and it's really exciting. We've come a long way from that first spark of imagination, and we still have a long way to go. But it's the little pieces of gratification along the way that make the startup ride worth taking. And today is one of those days.

This update includes a whole host of stuff that is just plain cool. All the functionalities of our core product are here, along with a bunch bug fixes and UI updates that make using Pinyadda a truly enjoyable experience. The difference between this version and our prototype seems infinite, and the product is really starting to come into its own.

A new, way more intuitive Build page, better Pintax navigation, and host of back-end improvements are all up and in working order, and we're pumped. When we look at the big picture these seem like small changes, but when we put on our user hats and try it out we realize that these improvements make a big difference. It's an encouraging and exciting milestone, and as we start to refine the product, the tech, and the business model, the amount new opportunities and ideas seems to be multiplying almost daily.

With all this comes an ever-expanding to-do list which has required us to begin developing and implement some key workflows and processes that are already helping us to stay better organized and be more productive with our time. Scheduling our time better, setting and achieving measurable small goals, and using collaboration technologies have been a key focus over the last several weeks as we begin to think about growth phase. While we're still really small and everyone is definitely wearing multiple hats, we're very aware that streamlining our processes and workflows and documenting our systems will be a key component of how fast we can ramp things up and how much we can squeeze from each dollar of investment. Two of our key organizational philosophies are agility and resourcefulness, and making sure that we can get new people up to speed quickly and adapt to changing conditions are tasks that affect every aspect of the business.

As we ramp up this summer we're making it a point to share our experiences on this blog, and we're always interested in hearing what you have to say. Post a comment, drop us a note, tweet us, whatever. We're also going to schedule a couple of external work sessions where anyone can drop by and shoot the breeze about tech, Boston, Pinyadda, or pretty much anything else. We'll post those times and locations up here and tweet them as well. Hopefully we'll get to meet a bunch of new folks who are down with what we're doing and love the internet in the same freakish way we do.

Today's a great day for Pinyadda and for us, but we're already logging bugs, testing features, and thinking about ways to make it better. With every milestone reached comes a new starting point and a new opportunity for improvement, and we can't wait to get moving on the next round of stuff as we head toward Beta. It's part insanity, part geekiness, and whole lot of obsession with our product and our vision.