Wednesday, 17 January 2018

The UI that broke Hawaii

Does anyone need reminding that design is more than pretty colours? Apparently they do. Here’s the web-app screen that sent an SMS to some 1 to 1.5 million Hawaiians, that a ballistic missile was headed their way.

Emergency SMS control screen

At least bad data design didn’t kill anyone this time *. I hope.

* This is awfully reminiscent of the powerpoint slide at NASA that should have, but didn’t, warn of the likelihood of the Space Shuttle Columbia disaster.

What’s wrong with that screen?

Let’s count the problems.

  1. It’s heavy with acronyms and jargon that make it hard to understand the links
  2. The items aren’t in any meaningful order
  3. High-safety critical items (Tsunami Warning) are mixed with convenience items (road closure notification) and tests
  4. Heavy use of capitals means the emphasis on DRILL does not stand out
  5. Inconsistent language – there are three test options, all indicated with different phrases:
    • “DRILL” (at the start)
    • “DEMO TEST” (at the end and)
    • “1. TEST Message” (the whole line)

This adds up to a screen with heavy cognitive load to perform a basically simple but safety-critical task. It is inviting an error, and it is a serious failure of the team that commissioned, accepted and manages the software, and the team that built it.

I hope lessons are learnt in the right place, and it’s not the operator who suffers.

How would I change it?

Since I’m carping, I should be clear what I would do differently here. I want to remedy a couple of those faults listed above:

  1. Ditch the acronyms and the jargon. “High Surf Warning North Shores” is perfect. PACOM should say “Incoming Missile Warning”.
  2. Order the items, in a way that makes sense to the operators. Alphabetical would be a good start.
  3. Make a crystal-clear design distinction between high-criticality links, low-criticality links and test actions.

Why haven’t I touched the issues of CAPITALS or of inconsistent language? I want to get the design fix right first (point 3):

  1. Place options for Test, Info and Emergency on different screens, or clearly marked sections on the same screen
  2. Make Test the easiest option to pick (least deliberate) and Emergency the hardest (most deliberate)

Get this right – create utter clarity between Incoming Missile Warning and Incoming Missile Warning Drill – and those other points shouldn’t matter nearly so much.

Excuses, excuses. This means YOU!

So you don’t work on safety-critical systems? Me neither. This still applies to both of us.

At one time in my career I’d say “But a user wouldn’t do that.” Or “A user shouldn’t do that.” Why would they? It’s stupid. It doesn’t make sense. Obviously it will break the system.

So here’s the heads-up. Sooner or later your users will,/b> do that. Why? Because they’re in a hurry. Because they’re overworked. Because their partner yelled at them this morning. Or just because they’re trying to do their job, the best they can, with a limited view of a complex system.

We the Dev team, are the ones with the full context. We’re the ones tasked with thinking through the workflows – the exceptions as well as the happy path. We’re the ones who need to make the right thing easy and the wrong thing damn near impossible.

And it’s everyone’s responsibility – Devs, Testers, Product Owners and Scrum Masters – whether or not we have a Designer on the team.

A case study

My last product was a lead generation tool for fund managers, including the custom CMS, managing a complex relational content model. We provided content editors with a delete button on content items. What about content items with dependencies?

3 options:

  1. Leave it – the content team is responsible for content integrity
  2. Remove the delete button if there are content dependencies
  3. Make the delete button do...something else

1. is the attitude I used to take. A content editor would daft to delete an Investor with a Mandate hanging off it. But you know it’s going to happen, the very first time they’re in a hurry to clean out an old record.

This is the attitude behind the Hawaii screen.

2. is more helpful. But it leaves users wondering why that delete button is missing. This way, bug reports lie!

We went for 3. The delete button is still there, but instead of deleting the item it opens a dialog with an explanation and a list of links to the dependencies that need to be fixed. It makes the wrong thing impossible, and the right thing as easy as possible.

Coda. A fix for Hawaii

In the wake of the incident, the relevant agency has issued a software update:

Emergency SMS control screen, showing False Alarm option

There it is at the top of the list, a BMD False Alarm option! Granted we’ve seen that this is necessary, but it only adds to the shortcomings listed above:

  1. More acronyms
  2. Still not in a meaningful order
  3. A whole SMS new category mixed up with the ones already there
  4. More capital letters

And a whole new problem. There’s no way to tell from this screen which SMS warnings the False Alarm applies to. Just the missile alert? Whatever was the last message sent? What does this link do if the last message was a Test? Or was sent three months ago?

Without fixing the underlying design failures, they’ve actually made this screen worse not better.

In anticipation of the next inevitable accident,
Guy

2 comments:

  1. Bet they can't rename or reorder anything as someone's hard-coded the names in somewhere and they can't suss out where. Hopefully on their list of things to fix when they move that PC off XP :)

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    Replies
    1. Well they managed to add an option... ;)

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