STC Usability SIG Newsletter
Usability Interface

Pulse of the SIG:
Satisfying Emotional Needs

By Karen Bachmann, Usability SIG Manager

During and after the events of September 11, 2001, I was struck with the thought that insecurity and fear have now become an omnipresent part of our lives. Current tensions in the U.N. and the continuing unease regarding Iraq only increase the anxiety and fears. Numerous articles in American Psychology Association publications (www.apa.org) discuss the continuing emotional distress that Americans feel about 9/11, its repercussions, and the shock and heightened anxieties that people throughout the world are experiencing.

In recent months, I've been seeing more articles calling for the usability profession to better understand emotion and address user feelings in the final products we work on. Most notably, Don Norman's recent "Emotion and Design" article "Design" is not capitalized in footnote in Interactions[1] and his forthcoming book, Emotional Design: Why We Love (or Hate) Everyday Things explores how our profession should address users' feelings as well as their thoughts and reason. Many of these articles focus on creating user pleasure and satisfaction. Addressing darker feelings of insecurity, fear, and helplessness may be just as important, and it certainly poses additional challenges.

The importance of addressing people's need for security also emerged from an interesting and enlightening discussion on the Special Needs SIG discussion list. The discussion addressed its role of supporting members who have disabilities as well as educating fellow professionals about accessibility issues.
Some SIG members shared what areas of support they personally needed. In explaining their points of view, they also underscored how users with disabilities can feel heightened anxiety in a society that still does not understand or accommodate those needs. The replies from the SpecialNeeds SIG leadership and other members were welcoming and offered understanding, a promise of safety, and a plan of action to make sure that these positive effects continue.

Understanding and sympathizing with users' anxiety and fears can help us make products that limit anxiety and increase satisfaction. When we create products that result in positive user experiences, the emotional effects might be as important, or even more important, for users than the productivity, efficiency, and effectiveness gains they experience. Avoiding causing emotions such as frustration, helplessness, anger, and fear is not always the primary goal however. When users are already starting from a point of anxiety, the effort to produce a truly positive and effective user experience becomes much greater.

As user experience specialists, we can help users feel more secure and in control. A well-designed e-mail client may not be able to bring about world peace, but usability professionals can positively affect their users' attitudes by mitigating the daily stress, anxiety, and frustration that many users experience with poorly designed products.

I hope this joint issue with the Special Needs SIG helps you learn some ways to empathize better with your users who have disabilities. The Usability SIG will continue to share research, case studies, and practical techniques for increasing the feeling of security and comfort for users. If you have techniques or success stories to share about managing negative feelings through user-centered design, please let us know. Peace.

References
[1] Norman, D.A. (2002). "Emotion and design: Attractive things work better." Interactions Magazine, ix (4), 36-42.