Post edited to correct Ms. Wells’ title.
Interviewer: How would you define “usability,” and why is it important?
“I have no idea how you would define usability.” -Jane Wells, User Experience Designer
See, Jane Wells came from Ball State University — you know all that great software that came out of Ball State, right? — to bring the light of the High Raskin Church of User Interaction Design to the “people just hacking in their basements” who somehow managed to create WordPress, despite lacking access to the Ball State Interaction Lab, and the pliant user dummies used there for crash testing, and the sharks with lasers on their heads that track eyeball focus, and all the other Highly Technical advantages bestowed on the High Priests of the High Raskin Church of User Interaction Design like Ms. Wells. Thank goodness she’s arrived. I don’t know how our customers wrote 30,000+ posts and uploaded terabytes of photos and videos in 4 years on WordPress without her.
If you want to know why Firefox has only two states, “crash” or “allocate more memory, then crash,” this is why. If you want to know why WordPress’s admin panel has grown from “klunky” to “bewildering sin against god and nature,” this is why. Great software is not created by observing users, any more than great architecture is built by interviewing people who live in houses.
Whenever these (invariably self-proclaimed) “interaction experts” get hold of software, the core engine code grows shaggy 5-o’clock shadows of neglect, while the user interface breaks out in a rash of tiny confusing pictures. And Options! Options Everywhere! Customize everything! (So that the “usability experts” don’t have to make any decisions about that ineffable usability.) Do you want a red font or a blue font, monospace or sans-serif, line numbers to left? line wrapping or auto-indent? large or small? would you like fries with that?
What these huckster-hoaxers do is at best called Quality Assurance, and some form of it has a place. The problem is that few of these folks have, in an endless stream of papers and talks and theories and slides over 40 years, contributed a fraction of the clarity of thought about how things should be organized that can be found in a single page of Rob Pike’s The Hideous Name.
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