Say a friend of mine has scheduled a video-call at 3:30 PM German time.
What I want to do is to see her on my laptop screen and start talking to her when it is 3:30 PM. What I have to do is a few among the following actions
– Open up my web-browser
– Enter the call link into my browser window
– Accept cookies on the site
– Sign in on the platform that sent me the call
– Permit the site to access my webcam and microphone
– Enter a passcode if necessary
– Wait for my friend to let me into the call
What I want to do is merely start a conversation. What I have to do is all the non-productive things needed to get there. Great design is about getting as much of that non-productive work out of the user’s way as possible.
Yet, somebody has to deal with all the complexity that comes with starting a video call – creating a stable network connection, protecting the user’s rights, securing their privacy and so on. Great design owns those battles, freeing the user to focus on having a great conversation.
To design well is to give the users what they want. To design well is to also take ownership of everything that doesn’t matter to the user.
Observations 