At first glance,
the coffee machine at the Google’s offices in Tel Aviv looks
innocent. But in fact, someone worked very hard in designing it to
be truely “inconceivable”, so that most first-time users will give
up using it, frustrated, humiliated and with no coffee. Now imagine
this happens during a short break of an angular-directive or
big-data technical talk. Oh man, you definitely need that coffee!
Desperately!
So what do you do?
You start looking around. It is hard to admit it, but you need
help. You need to find someone that knows what to do and that is
willing to show you how. Yes, you need a friend
. A smart and
patient friend that will help you get the damn coffee...
Well, this
phenomena is not restricted to coffee machines only. As software
applications users, it is easy to imagine it happening to us when
using a new photoshop feature or trying a new Amazon service. Then,
again, we hope to find the right friend.
My story is
about that friend.
In the UI of our
SAAS application (Ravello Systems) we have introduced a “Virtual
Friend”. A contextual on-request Robot Friend, that will make sure
you’ll never walk alone. This friend will show you, step-by-step,
the way to accomplish your job in your own environment and using
your own data. It will explain, instruct, point and hold your hand
until you fully complete your job (it won't make you coffee, though
:).
In my talk, I will
present the very first ideas that led to the development of this
virtual friend, ideas that were born more than 10 years ago during
an academic research. I will describe and demonstrate the way it
came into live in a working and successful system, will discuss the
UX considerations, the software design and other technical details.
Eventually, I will share some future ideas for other usages and
improvements.