A UX tale: DevOps guide to empathy
When you think about it, if you're in the performance business, what you're really in is the empathy business. When we think about it, we feel for all those poor folks who have to wait for pages or apps to load, especially in less-than-ideal circumstances. We feel for them because we are them. Many of us have gotten off late-night flights and struggled to open a rideshare app while using crappy airport wifi. Many of us have waited and waited (and waited some more) to read articles on media sites. Many of us have accidentally hit the wrong button on our phones because of janky page rendering, and then silently – or not so silently – cursed as we hit the "back" button and waited (and waited some more) for the original page to reload. But here's the problem: Empathy doesn't scale well. It's easy to feel bad for individual people. It's hard to feel bad – really bad – for massive groups of people. And that makes it easy to fall into siloed thinking about what we do. Humans are natural compartmentalizers. We like putting ourselves in boxes. So next thing you know, you've labelled yourself: "I'm all about image optimization" or "I'm a custom fonts expert" or "CSS is my life". But everything we do points back to users. With that in mind (and because I love few things more than I love making lists), this talk includes some of my favourite research about web performance and user expectations/behaviour. My hope is that these will inspire you when you go about your daily work.
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A UX tale: DevOps guide to empathy
- 1. A #UX tale: DevOps guide to empathy Tammy Everts Toronto Web Performance Meetup March 2017
- 4. “Oh… pity the hyper-impatient web generation. Such busy lives with so many important things to do — like post the latest drivel onto their Facebook pages or download the YouTube viral video of the day. Oops, sorry — of the minute.” Reader comment “For Impatient Web Users, an Eye Blink Is Too Long to Wait” The New York Times
- 6. The average web user believes they waste two days a year waiting for pages to load.
- 7. Source: Stoyan Stefanov, The Psychology of Speed
- 8. “Phone rage”: How people react to slow mobile sites Tealeaf/Harris Interactive, 2011
- 11. “The real thing we are after is to create a user experience that people love and they feel is fast… and so we might be front-end engineers, we might be dev, we might be ops, but what we really are is perception brokers.” Steve Souders, SpeedCurve
- 12. Why are we so impatient?
- 15. “We want you to be able to flick from one page to another as quickly as you can flick a page on a book. So we’re really aiming very, very high here… at something like 100 milliseconds.” Urs Hölzle Senior Vice President of Technical Infrastructure Google
- 17. How do we measure frustration and engagement?
- 19. “Web stress” When apps or sites are slow, we have to concentrate up to 50% harder to stay on task. CA Technologies, 2011
- 20. Radware, 2013
- 21. Radware, 2013
- 23. Are we measuring the right stuff?
- 26. 26 First Paint is not equal to Start Render! Chrome – “First Paint” True Start Render
- 27. 27 User Timing Interface Allows developers to measure performance of their applications through high-precision timestamps Consists of “marks” and “measures” PerformanceMark: Timestamp PerformanceMeasure: Duration between two given marks
- 28. 28 How long does it take to display the main product image on my site?
- 29. 29 Record when an image loads <img src=“image1.gif” onload=“performance.mark(‘image1’)”> For more interesting examples: Measure hero image delay http://www.stevesouders.com/blog/2015/05/12/hero-image-custom-metrics/ Measure aggregate times to get an “above fold time” http://blog.patrickmeenan.com/2013/07/measuring-performance-of-user- experience.html
- 32. “Time is measured objectively but perceived subjectively, and experiences can be engineered to improve perceived performance.” Ilya Grigorik High Performance Browser Networking
- 34. 34
- 35. 35 A progress indicator on a page that loads in <5 seconds will make that page feel slower. Best case: 10+ seconds
- 36. 36 Progress bars that offer the illusion of a left-moving ripple can improve perceived wait time by up to 10%.
- 37. 37 Progress bars that pulse, and that increase pulsation frequency as the bar progresses, are perceived as being faster.
- 38. 38 Progress bars that speed up are considered more satisfying by users.* *Think back to that colonoscopy research
- 40. Image rendering
- 42. 42
- 43. 43 HTTP Archive, February 2017
- 44. 44 When do we start to interact with a page? Radware, Progressive JPEGs: Good or Evil?
- 45. 45 Radware, Progressive JPEGs: Good or Evil?
- 46. 46 “When, as with the Progressive JPEG method, image rendition is a two-stage process in which an initially coarse image snaps into sharp focus, cognitive fluency is inhibited and the brain has to work slightly harder to make sense of what is being displayed.” Dr. David Lewis Chair, Mindlab International
- 47. 47
- 49. Make the perceived value of your content worth the wait
- 51. One last thought
- 52. 65% of seniors use the internet. Users aged 65 and older are 43% slower at using websites than users aged 21-55. https://www.nngroup.com/articles/usability-for-senior-citizens/
- 53. Between the ages of 25 and 60, our ability to use the web declines by 0.8% a year. https://www.nngroup.com/articles/usability-for-senior-citizens/