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How Chrome keeps users happy: six truths and a lie.

How Chrome keeps users happy: six truths and a lie.

750 million people use Chrome. That's blind people, old people, young people, people who hate change, and sometimes, your cat.

How do we make sure that those people are having a good experience? Science! Mostly.

So, how do you build a usable product? What are user metrics and how do you make sure that your changes actually improve the product experience? How do you deal with user feedback, and what can we do about accessibility?

These are some of the things I've learned from a year of working on the Chrome UI.

Monica Dinculescu

May 10, 2014
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  1. USERS HAPPY
    (six TRUTHS AND A LIE)
    HOW CHROME KEEPS

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  2. HELLO, I’M MONICA!
    @NOTWALDORF

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  3. CHROME, RIGHT?

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  4. SO MANY USERS
    750 MILLION-ISH

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  5. SO MANY USERS
    1% IS STILL A LOT

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  6. SO MANY USERS
    KEEP THEM HAPPY

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  7. DON’T BE A JERK
    USERS ALREADY HATE THINGS
    TRUTH #1

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  8. A LOT OF THINGS
    USERS HATE

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  9. CHANGE
    USERS HATE

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  10. BLOCKS OF TEXT
    USERS HATE

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  11. DECISIONS
    USERS HATE

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  12. DECISIONS
    USERS HATE
    PICK GOOD DEFAULTS!

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  13. QUIRKY THINGS
    USERS ❤

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  14. QUIRKY THINGS
    USERS ❤

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  15. NEAT THINGS
    USERS ❤

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  16. NEAT THINGS
    USERS ❤

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  17. “TO THE GOOGLE ENGINEER THAT
    ADDED A SPEAKER ICON […]
    SOMEDAY I HOPE TO BUY YOU A
    STEAK DINNER. OR A NOBEL PRIZE.”
    - @MATHOWIE

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  18. “TO THE GOOGLE ENGINEER THAT
    ADDED A SPEAKER ICON […]
    SOMEDAY I HOPE TO BUY YOU A
    STEAK DINNER. OR A NOBEL PRIZE.”
    - @MATHOWIE

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  19. USER FEEDBACK
    HOW TO LISTEN TO USERS
    LIE #1

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  20. FEEDBACK IS GOOD

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  21. FEEDBACK IS GOOD
    GENERALLY

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  22. FEEDBACK IS GOOD
    YOU != YOUR USERS

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  23. FEEDBACK IS GOOD
    CAN’T EDUCATE USERS

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  24. PEOPLE CARE ABOUT CHEESE

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  25. FEEDBACK SUCKS
    BECAUSE THE INTERNET

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  26. FEEDBACK SUCKS
    STILL MAYBE RELEVANT

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  27. FEEDBACK SUCKS
    DOESN’T MEAN YOU SUCK

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  28. FEEDBACK SUCKS
    YOU != YOUR PRODUCT

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  29. FEATURE FLAGS
    SAFETY NETS FOR EVERYONE!
    TRUTH #2

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  30. PICK AND CHOOSE
    TURN FEATURES ON/OFF

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  31. EXPERIMENTAL JS
    THINGS LIKE

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  32. EXPERIMENTAL JS
    THINGS LIKE
    FAST TAB CLOSE

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  33. EXPERIMENTAL JS
    THINGS LIKE
    FAST TAB CLOSE
    PREFETCH RESULTS

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  34. EARLY FEEDBACK
    DOES THE FEATURE SUCK?

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  35. SPOILS SURPRISES
    BECAUSE OPEN SOURCE

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  36. EASY ⌘Z
    UNDO IS BEST DO

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  37. 㽈 ̇ ̇ 㽈 ̇
    THIS LEADS US TO…

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  38. USER METRICS
    SCIENCE == BEST
    TRUTH #3

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  39. USER FEEDBACK
    WHAT USERS THINK THEY DO

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  40. USER METRICS
    WHAT USERS THINK THEY DO

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  41. COLLECT DATA
    HOW ARE FEATURES USED?

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  42. OPT-IN
    ANONYMOUS DATA

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  43. CLICKS
    SAMPLE DATA

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  44. CLICKS
    SAMPLE DATA
    PAGE LOAD TIME

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  45. CLICKS
    SAMPLE DATA
    PAGE LOAD TIME
    NUMBER OF ERRORS

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  46. ANALYZE DATA
    DO THE SCIENCE!!!

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  47. SPOILERS:
    NO DIFFERENCE

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  48. SPOILERS:
    SO MUCH LESS MALWARE!

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  49. SPOILERS:
    SO MUCH LESS MALWARE!

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  50. ALWAYS MEASURE
    PROVE THAT YOU NEED IT

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  51. NEVER ENABLE
    WITHOUT USER TESTING

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  52. DESIGNERS ❤
    USER {INTERFACE, EXPERIENCE}
    TRUTH #4

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  53. GOOD UX IS HARD
    ACTUALLY

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  54. GOOD UX IS HARD
    LOTS OF USER TESTING!

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  55. OMG PIXELS
    DEVS USING GIMP

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  56. OMG PIXELS
    CONSISTENT UI == BEST UI

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  57. INTERNATIONALIZATION
    C’EST BEAUCOUP DE LETTRES
    TRUTH #5

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  58. 55.7% ENGLISH
    (W3TECHS, 2013)

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  59. CODE IS MAGIC!
    DON’T INLINE STRINGS

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  60. RIGHT-TO-LEFT

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  61. ACCESSIBILITY
    IT’S NOT ALL ABOUT YOU
    TRUTH #6

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  62. COLOUR BLIND
    THE WORLD
    10%

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  63. COLOUR BLIND
    THE WORLD
    LOW VISION 4%
    10%

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  64. COLOUR BLIND
    THE WORLD
    LOW VISION 4%
    10%
    BLIND 1%
    (WHO, 2013)

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  65. COLOUR BLIND
    THE WORLD IN CHROME
    LOW VISION 30 M
    75 M
    BLIND 7.5 M

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  66. CHROME CARES ABOUT

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  67. KEYBOARD ONLY
    CHROME CARES ABOUT

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  68. LOW VISION
    CHROME CARES ABOUT

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  69. LOW VISION
    CHROME CARES ABOUT

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  70. ASSISTIVE TECH
    CHROME CARES ABOUT

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  71. role="progressbar"
    aria-valuenow="75"
    aria-valuemin="0"
    aria-valuemax="100" />

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  72. THE MORAL?
    KNOW YOUR USERS
    OK, SO

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  73. THE MORAL?
    THINK LIKE YOUR USERS
    OK, SO

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  74. THE MORAL?
    SCIENCE IS YOUR FRIEND
    OK, SO

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  75. @NOTWALDORF

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