Skype Journal: Gizno
October 20, 2006 11:00 PMI could do a long critique of every softphone out there, and there's plenty to pick apart. I thought I'd just select one little detail to show why the portal IM clients and Skype remain top dog: they just deliver what the user wants, no hassles.
Every time I log in to Windows I get this:
Go away! Shoo! Don't irritate me with unnecessary login screens. Fade into the background. I don't want to think about you until you're needed. (If the wireless Internet connection comes up too slowly, it also tends to crash.)
I suppose I should also point out some of the other usability issues. As Amazon long-ago discovered, the way you present the login/new user screen makes a big difference. If it's confusing (high cognitive load) people bail out, probably (rightfully) assuming the rest of the experience inside will be equally bad.
Gizmo fluffs this with a strange radio button layout. In the user's mind, registering is a different process from logging in, even if the information requested is identical. The drop-down text entry box is the wrong cue for creating an account name, because it implies a selection of existing data. (Yahoo is superb at managing this process in a crowded namespace.) Gizmo operates from the perspective of the programmer, not the user. Contrast with Skype:
(MSN and Yahoo follow the same overall scheme.) The registration process is separate because that part of the experience needs to be managed on its own. It isn't about just filling in a bunch of data fields, but about setting user expectations. I enter a random user name and password into Gizmo, but I've no idea where the process leads me or what other information or configuration I'll need to do. Capture of essential user info like email address needs to be in the same form. (If the Gizmo designers wanted to be brave, drop the radio buttons, and say "Enter user name and password -- if you don't have an account, we'll create one for you.")
Likewise, anything to do with Asterisk, PBXs, or any other jargon my mother doesn't understand needs to be hidden under an "Advanced..." button. Also note how Skype, MSN and Yahoo all place the contextually relevant configuration check boxes on the login screen, not hidden away under an options tab.
This might seem a bit nit-picky, but if you want adoption of your softphone client to be viral, it's got to pass the "mother test" -- you need to be confident she'll install and configure it without you being there to help. And that's a far stiffer and unforgiving challenge than pleasing bloggers.
(PS - If this isn't the lastest version of Gizmo, don't complain to me -- fix your auto-update.)
Martin pays attention to user experience at Telepocalypse.
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Comments (2)
I tried and could not get Gizmo to even work on my PC. I tried, I think at least 20 times to create a password and username and it choked every time. I never even got to see the main interface. I prefer Skype - easy.
Now if Skype would just get that RECORD button it would make it a lot easier for us podcasters! Then it would be the killer app for me and the only thing holding it back.
Posted by: The Rooster at October 21, 2006 9:09 AM
I use both Skype and Gizmo. I also host a podcast so recording calls is absolutely vital. Gizmo works right out of the box, just hit the record button and do your show. Skype does not and needs "third" party plugins. As with everything in life, use what works best for your personal requirements.
Posted by: Mark at October 21, 2006 12:16 PM