How do you feel when you use your favorite web or mobile app?
When I use my iPhone, for example, l feel happy. I can complete useful tasks with minimal clicks or swipes, and without reading a training manual. Getting from point A to point B feels intuitive and engaging. What causes this great experience, however, is difficult for me to define.
That’s because user experience can depend on what isn’t there, as much as on what is. In his article “God Is in the Details,” Buzz Usborne explains how interaction detail – and not just surface detail, like font size or color – creates subconscious patterns that help users feel more at-ease with an interaction. This ease can come from a lack of the unexpected or the confusing.
For example, an in-fridge water dispenser with a glass of water pictured on its solitary button can make sense even to those who’ve never used or seen one before – regardless of the button’s color or font. On the other hand, a webpage with a purple “O” in the lower left corner as its “close” button may be jarring to users accustomed to the red “X” in the upper right – no matter how simple the remainder of the screen.
Technology users develop a standard for their expected experience, and the more consistent an experience is with this expectation, the faster users can adopt it. This consistency is especially valuable in the litigation space: it can reduce document review time, decrease costs, and minimize onboarding time.
Despite its importance, planning for interaction detail often gets overlooked because it is costly. Finding and optimizing these details requires listening to real users experiencing the product in real time. Understanding and translating that user feedback into real product changes requires perspective, effort, and commitment to continuous improvement.
At Everlaw, we’re working on exactly that. We have made it a priority to advocate for users to improve their experience. In fact, two of our company values are “Attention to Detail” and “Respect for Users.” We have also started a user advocacy team to understand our users, to listen to their litigation and ediscovery pain points, and to translate their needs into iterative product improvements. The goal is to cover the gamut, from new offerings for unmet needs to smaller adjustments that make interacting with the existing tool more natural.
We do not expect users to provide concrete solutions or specific visuals or features. It’s our job to interpret needs into features and to figure out the details that will make them usable. However, if you do think of something, we’d love to hear from you at firstname.lastname@example.org!
We’re excited to advocate for you, so that your experience is constantly improving. At Everlaw, the details matter, the experience matters, and our users matter.