All about usability heuristic #3: User control and freedom
Who doesn’t long for more freedom and control?!
Okay wait…so with respect to everyone’s time and my domain (product design), let’s narrow down the scope to freedom and control while interacting with the products, specifically digital ones. Otherwise, it’s a vast topic (I can definitely chatter about it too someday 😉)
Counting on the dearth of control and freedom, let’s see some examples -
Do you have to think twice or more before hitting the send button on the composed mail?
Have you filled out an online form where you couldn’t simply go back and edit the details entered previously?
And are you the one who hesitates freely using gadgets, fearing frauds and what-ifs, or have you assisted someone of this sort?
This all accounts for the need to better implement “User control and freedom” in our designs.
But what exactly this heuristic implies?
As per the Neilsen Norman Group, Jakob Nielsen’s 3rd heuristic principle “User control and freedom” states “Users often perform actions by mistake. They need a clearly marked “emergency exit” to leave the unwanted action without having to go through an extended process.”
Breaking it down, here is a defined problem “Users often perform actions by mistake” and a solution “They need a clearly marked “emergency exit” to leave the unwanted action without having to go through an extended process.” In deep diving, the question arises when do we need control and freedom? — it’s when we feel confined, limited, and rigid in the way of doing and being. So as mentioned in principle, it’s one way we feel limited while interacting with products. Firstly, the fear of committing a mistake deters the user from performing an action. And then on overcoming it, if a mistake occurs then a frenzy of reversing it strikes hard. In case of inability to reverse, fear of the consequence prevails on the user.
We feel restricted by mistakes, agreed! But there’s more to user control and freedom. What happens when there is no other way than to use the platform’s wallet to pay? The frustration when you change your mind on the way in a cab and then feel unable to edit your destination. Or think of any such cases when you felt confined while interacting with a product. In all the mentioned scenarios, a designer has the responsibility to design the interactions in a fashion where the user feels in control and free to perform reasonable actions.
so what’s the benefit of using this in designs?
How do you feel when you —
- can do whatever you need on an interface?
- know there’s always a way to reverse your actions (exit point there!)
Probably the response would be ‘supported, heard, respected, fearless, free’. This is what your users will feel when designed with this heuristic in mind.
“People ignore design that ignores people”
— Frank Chimero, Designer
Using the insights from research, testing, and Jakob’s law, you can identify the opportunities to put fair control and freedom in the hands of your users.
PS: Context of Jakob’s law — Users spend most of their time on the platform they already know of, therefore design yours to behave similarly — the control and freedom to be looked for here.
who’s employing this heuristic?
Attaching down 4 good examples of where this heuristic has been used.
Example #1
Google Playstore — Changed your mind after hitting “Install”, you can easily retrace with the “Cancel” button. It’s easier than waiting for the app to get installed and then uninstalling it.
Example #2
Medium — Get the relevant articles to read from. Customize your interests and no more wild guessing by the system.
Example #3
Instagram — A mini heart attack on accidentally sending an unintentional message has been a ubiquitous feeling at times. There “Unsend” option comes as an angel to give Peace of mind!
Example #4
WhatsApp — We all are aware of a human tendency to share our privacy to a limit, considering the relationship with whom sharing. The same goes for what and with whom to share profile details online, so WhatsApp caters to this well.
To conclude, thoughtful control and freedom in a product give it a forgiving and understanding character, hence making it a comfortable go-to option.
Here is my list of all other articles on usability heuristics —
Feel free to reach out to me on LinkedIn :)
