Christopher Bennage

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Answer the User’s Questions

One little usability bit that I picked up from many of the Web 2.0 apps (in particular 37signals apps), is displaying date and times in a “how long since” format.

Community page on Silver ArcadeTake a look at the community page on Silver Arcade. I wanted to display when a user became a member of the community. Instead of displaying the actual date that they signed up, I choose to convert that date to “how long ago”.

At first I did this just because I liked it. Then it began to dawn on me that there are reasons that I like it.

Questions

One primary purpose of any UI is answering the user’s questions. “How much credit is left in this account?” “Is this customer currently active?” “How many days are left before this explodes?”

Frequently, when we are displaying dates and times we are really trying to answer questions that begin with “how long ago did …” or “how soon until …”.

When we display a simple date and time, such as  “August 22, 2009 12:11 PM”, we are providing raw data to the user, but we really aren’t answering their question. We’re leaving the final step up to them. That’s translating that raw data into a meaningful answer for their ‘how long’ question. Every translation has a cognitive cost.

This may not seem like much, but the cognitive cost adds up very quickly. This can be one of those subtle points that makes two seemingly similar interfaces feel so different.

I’m not saying to display every date and time in your application in this format. Instead I am saying to ask “what question will my users have and am I really answering it”.

To be fair, this is purely anecdotal and is not backed up with any empirical evidence.


Posted 08-22-2009 12:27 PM by Christopher Bennage
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Comments

Kevin wrote re: Answer the User’s Questions
on 08-22-2009 2:15 PM

Funny you should mention this, as I've had a 1/3-finished blog post written on the cons of this approach for a couple months.  (Or shall I say, "since 18 June 2009 14:57"?)

To make my unfinishable post very, very short: I definitely see value in the relative times, but bear in mind that it doesn't answer *all* of a user's questions.  There have been countless times on sites like Facebook that I've wanted to know how far apart 2 comments were, and there's just no way to do that when they both say "2 days ago".  So I'd ask that people take the have-your-cake-and-eat-it approach that Stackoverflow uses: relative times for the main timestamp, but with the *real* time in a title tag, so you can see it on mouseover.

Also, stay away from "yesterday", as it's not a relative time in the same sense as "1 day ago" is.  That's the hard part to explain, but I think you know what I mean.  Ah, I see you've done that on Silver Arcade.  Delightful.

Christopher Bennage wrote re: Answer the User’s Questions
on 08-22-2009 2:42 PM

I agree, especially with the title attribute.

Ryan Cromwell wrote re: Answer the User’s Questions
on 08-22-2009 3:38 PM

I think that is a great phrase or benchmark to use when choosing to present a piece of information: "What question have we answered?"  or "Have we answered the question with this representation?"

Anne Epstein wrote re: Answer the User’s Questions
on 08-24-2009 4:11 PM

Thinking about this: sometimes, the question the user is asking may not be the question you think they are asking.  for instance, you may be thinking the user is asking "how long ago was this posted"...but I might really be asking the question:  "At about 9:30pm yesterday, I was following an interesting discussion but then had to leave-wonder what was posted immediately after that?"  Much rather just to 9:30pm, yesterday for that use case, but that's not what you were thinking... which isn't wrong usage, nor is your expected usage wrong, you were just anticipating something else. As twitter found out after their big replies blowup, it's worth noting that people don't always use your tools in the same way that you do...

Christopher Bennage wrote re: Answer the User’s Questions
on 08-24-2009 5:12 PM

I agree. In fact, the people who influenced my thinking on the date formatting (37signals) deliberately structure their software so that the users _will_ invent their own uses.

I think the solution lies along this path:

* what do you think your users will do 80% of the time?

* make that easy

* what will they do the remaining 20%?

* make that possible

* release it

* change the behavior after you discover that you were wrong

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