As I was driving in to school this morning, I had a mini-revalation on the difference between power-users and “regular” users. This thought may have been spawned by a research paper used in one of my classes [1], where power users became the de facto trainers during the implementation of an ERP system.

Maybe this is too obvious. You’ve probably already thought of it. Here it is anyway: Power users are comfortable experimenting with their system; other users are not.

Anecdotes

On the face, it may seem that it’s the incredible knowledge or experience, not willingness to experiment, that separates power users. But isn’t it experimentation (and, likely, troubleshooting) that precedes experience?

I think back to my time in high school. I had a 2400 baud modem, and no internet connection. There was no Googling for answers, just a few local dial-in bulletin board systems. It wasn’t easy to access specialists, so solving computer problems could be laborious process. Experimentation was inevitable. This, perhaps, led to exploring (read: tweaking, and in one instance, destabilizing) more than one school computer by prying open its operating system with ResEdit and changing system icons, dialogs, and messages.

Contrast this with how my father approched computers years ago: with copious notes and detailed step-by-step instructions. (Whatever level of detail you’re imagining his notes might have been like, double that a couple of times, and you’ll be closer.) With time his comfort level increased, and slowly, so did his willingness to try new things. I don’t know that I’d go so far as to truly call him a power user (except maybe with his geneology software), but over the past fifteen years he has certain gone from “etreme novice” to “competent.”

A couple of weeks ago, I was offering an acquaintance some one-on-one computer tutoring. She and her husband had done me a very significant favor (saving me several hundred dollars), so it was the least I could do. She had purchased a computer on a whim about a year ago, but wasn’t comfortable using it. I showed her the simple things: how to open her email, how to move windows around, how to close windows, etc. I knew I had my work cut out for me when, after I’d asked her to send her first email, she queried, “How do I make capital letters?” As I look back on the experience, I think the most important advice someone in her position could receive is to not be afraid to experiment.

What it means for design

When designing a good interface, it’s often good practice to create multiple ways of accomplishing common tasks. Toolbar buttons, menu commands, keyboard shortcuts, and context menus all provide different paths to the same funcionality.

More important though, is the awesome power of Undo. It makes the system safer, which makes it more likely to be used. It also encourages users to safely experiment—which is what they really need to do in order to understand software.

Posted in Computers, Usability