The tasks of system operation should be logical. Ensure that users can predict the outcome of each action they take and understand the reasoning behind decisions. Provide clarity and transparency in definitions and terminologies.
SENSE OF PLACE
Allow users to see their progress throughout their journey. Recognize that interruptions occur regularly. Design for frequent interruption and multi-session usage. Enable users to easily pick up where they left off and access specific pages they may need to return to later.
COMFORT IN THE UI
Reduce visual clutter and provide clear paths for the user experience. Utilize consistent colors and patterns so users can predict what functions will occur. Highlight priority items and make long, complicated functions visually appealing and scannable.
LOGICAL WORKFLOW
Design in a linear and progressive path forward to create a more intuitive experience. Detect issues as early as possible and allow users to correct them in place. Consider building explicit support for common user workflows.
CARRY THE LOAD
Automate current manual processes to reduce the burden on users. Utilize the latest technology to enhance the experience. Ensure that the experience feels humanized and avoid imposing repetitive tasks. The cognitive load should not be placed on our customers.
UNDERSTANDING PREFERENCES
Allow for common settings and patterns that users consistently select. Let customers establish personalized settings and meaningful defaults. Avoid forcing repeated work.
SOLVE FOR ONE, EXTEND TO MANY
Embrace diverse ideas and be more inclusive. Exclusion occurs when we attempt to solve problems using our own biases. Design for everyone. Employ accessibility and inclusive design to create products that are accessible and reachable for all users.
ANTICIPATE USER NEEDS
Provide the right information at the right time to help users complete their journey. Be intuitive and take the initiative to clear potential barriers before users encounter them. Leverage gathered data to predict user behavior and personalize journeys.
HELP USERS NOT FEEL HELPLESS
Provide helpful, targeted information to educate and empower users. Recognize when users are struggling, and offer assistance in their preferred manner. Inform and empower users, enabling them to feel confident. Utilize visual imagery to aid in clarifying common areas of confusion.
