I’m really happy to announce that SuperDuper! was just reviewed by Dan Frakes of Macworld Magazine, in the Mac Gems section.
SuperDuper! 1.5.5 was awarded 4.5 mice—with the only failing being a lack of scheduling. (Those of you here likely know that scheduling will be featured in v2.0: I’m discussing various bits of v2.0 here in my blog, and there are some screen shots in here, too.)
Thanks, Dan!
Be gentle to my server, but here’s a quick little (3.5MB) movie of Ketzl in her wheelchair at the beach in Chatham, MA over Memorial Day.
I think the best way to sum up my feelings at the end of the usability test would have been “despairing”. A lot of work went into what we did, and yet—somehow—it all went totally wrong. But why?
We’d thought that users knew/understood that “Saved Settings” were present, were documents, and as such—since the way scheduling worked was based on that model, and many had used them previously to manually schedule SuperDuper!—were an everyday part of SuperDuper! usage.
But once I had stepped back and thought a little more—and regained my user perspective—that clearly wasn’t the case. The only reason users even got near documents, for the most part, was to do a one-time scheduling setup. And most users didn’t even bother with that.
Users basically run SuperDuper! in immediate “mode”. That is, they start it—SD! conveniently restores their settings—and they click “Start Copying”. That’s it. Smart Update is fast enough that the backup takes but a few minutes. Then, quit. No need to save settings: SD!’s doing it for them, in the background.
Given that, it was clear that “mixing” the immediate usage model and the scheduled usage model was flawed: they’re two entirely different ways of dealing with the program. Combining them—no matter how well it might follow the internal model of what was going on—didn’t follow the external/users’s mental model. So, they couldn’t get their head around it without work, even when they could find the buried functionality: absolutely terrible usability.
So, I reviewed how I’d arrived at this point, and suddenly the answer was right in front of me! All I needed to do was roll back to the original design! Before we started working through the implementation, I’d solved the whole problem:
So, I wrote the whole sad saga up, and sheepishly presented it to Bruce. He wasn’t happy about it, as we’d have to throw away a lot of work but—fortunately—I pointed out that the vast majority it could be re-used: after all, while the effect on usability should be significant, there were no “new” elements, just existing items that moved around.
Some judicious rewording of the buttons—from “Start Copying” to “Copy Now”—and “Copy Later” fit in the main window. Thus (some tweaks left to go, but this is the current build):
(In what you’re looking at, the red entry has failed to run: clicking Show Log will give the reason why.)
Of course, there are many parts here you can’t see: the way the “Scheduled Copies” window comes up and moves forward when it’s time to schedule, emphasizing the second type of use; the sheet that actually gives you the way to select the repeating timeframe; the new log window that makes it easier to contact support; schedule editing. But you get the general idea: it’s quite simple.
The second test commenced with the same four users, and it went great. Every one completed their task with no confusion, save for one point: most didn’t unlock the application, so the schedules never ran. Once we took care of that: bingo.
We’ve got scheduling!
At the end of the last part of our tale, Bruce and I were feeling pretty good about the state of Scheduling in SuperDuper! We’d solved the technical challenges involved, the UI for setting up the times looked good, worked well, and seemed logical.
In short, we were ready to try things out on “real users”.
In a large organization, Usability tests are done in a very formal way (you can see this in the comments for my last scheduling-related post). The user is given a series of tasks and a (typically instrumented) build, and put in a room where they can be extensively observed. Everything they do is logged, video cameras look at different aspects of the process, sometimes even physiological measurements are taken. And the team, either on the other side of a one-way mirror or in a control room away (sometimes far away) from the test, gets to watch.
What you see is always a surprise. No matter how much you plan and design and argue and rework, something always comes up when you usability test. And it’s never pretty.
Well, here at Shirt Pocket, we can’t afford that kind of usability test.
Instead, we select users who are good at approaching things naïvely. Each one is given the build, and a task, and then I watch and listen very carefully—often using an iSight—while they perform the task. And takes notes. And stay very, very quiet. After all, we’re hunting usability rabbits…
Well, the first tester was—of all people—my brother Paul. Paul’s a good choice, because he’s a very typical Macintosh user, and he indicates in lots of ways, which makes his reactions easy to read.
The task in this case was pretty easy—something like “Schedule a backup of all files on your drive at a time and frequency of your choosing”.
Right off the bat, lots of confusion and the very worst question of all: “How the hell do I do that?”
And, once he found the settings in Options, and checked the box, and it didn’t seem to do anything, he thought he was done and then found out he had to manually save settings, and didn’t know why, and… well, it kept going downhill.
Not good. Not good at all.
(In a real usability test, the designers and developers at this point are usually screaming at the user—who can’t hear them—in the remote location, begging them to find the stuff they’d worked so hard on. It’s really very frustrating to have a lot of work that seemed so good fail so completely.)
So, I thanked Paul, hoping his reaction was an anomaly, and moved onto my next tester. Who reacted almost identically. And a third. Same thing.
The fourth, a user who had previously used saved settings extensively, had virtually no problem at all.
75% failure. Many, many points of confusion. Most of the nice touches in the UI—and there were many—were ignored because the major portion of it was fundamentally flawed: it assumed you knew about saved settings and were comfortable with them, and the vast majority of users know nothing about saved settings and don’t want to know anything about them.
An unmitigated disaster. I’d really screwed the pooch. Gah. And now I had to tell Bruce how poorly it went, and fix it…
Brent Simmons has just blogged a bit about the design of one feature in NetNewsWire 2.0on his blog. If you’ve been enjoying my posts about this, you’ll probably enjoy Brent’s, too!
Brent classifies himself as an Experimenter/Gatherer, which I usually am too, when actually doing the coding. When I’m doing the design, I try to experiment as much as possible on paper and roll in feedback, but get close to final and keep the tweakable elements to a minimum so as not to waste Bruce’s time.
That doesn’t always work out, as my Scheduling posts show…
During the development of v2.0, almost everything went according to plan. Almost.
What didn’t go right, at least not entirely, was scheduling. In fact, the usability testing for scheduling went absolutely horribly. Embarrassingly so. And it wasn’t just isolated to a single tester: in fact, only one user in the test group managed to figure it out at all.
The question is, of course, what happened? We should know this stuff cold, shouldn’t we?
Looking back, it’s pretty easy to tell where things flew off the tracks, and it started with a simple thing: there wasn’t enough room in the main window to fit the Copy Now button.
SuperDuper!’s main window isn’t “narrow”, and we didn’t want to widen it. A small issue, easily understandable, that snowballed into something fundamentally wrong. Here’s how.
It’s very difficult, when you’re going through a months-long development process, to stay focused on usability. You become so familiar with the concepts you’ve designed that it’s difficult to remember that users—the users you’re trying to serve—don’t necessarily approach the feature set the same way you do.
So, we’d added a “Saved Settings” feature to SuperDuper! as one of the very first changes on the roadmap that would eventually bring us to full scheduling. This was a way to save a whole SuperDuper! setup—from the drives and script to the options—and had been part of SuperDuper! for a very long time. We rarely got any questions about it—usually a good thing.
The initial design of scheduling basically used these documents “behind the scenes”: the user clicked Copy Later, the settings were saved for them, a scheduled copy “job” was created and appeared in a Scheduled Copies window, all automatically. That copy then ran at an interval selected by the user. All pretty straightforward.
But, as I said, Copy Later didn’t fit: a definite problem.
Well, since we knew that we were basing our scheduling around these “settings”—in essence, a SuperDuper! document—we decided that we’d just make the scheduling part of the document itself! After all, that’s sort of what was going on anyway, and obviously people were familiar with these saved settings documents, they’d been in the product for a year! (Plus, this resolved the whole issue of managing “hidden” documents behind the scenes, something that didn’t feel entirely right.)
The design I came up with was this: rather than a Copy Later button, I did what I thought was the next best thing. I moved scheduling to a tab in Options called, of all things, Scheduling. You’d just switch to that, check a box that said “Automatically copy (source) to (destination)”, set the schedule, save the document, and bingo—scheduled document! And all without any changes to the main window.
Problem solved. Looked nice, too! And there was much rejoicing: perfect!
Design settled, Bruce expended much effort implementing it exactly that way.
But during that process, there were some warning signs that should have told me something was wrong. Bruce would come back with questions like “When exactly does the document get scheduled? When it’s saved? Do we force a save when the check the box?” There were intermediate builds with little quirks and small issues that needed to be worked on. These were all problems with solutions, but the fact that they were coming up at all—questions about basic operation that didn’t fall immediately out of the design—should have raised a lot of flags. A whole United Nations of them.
But they didn’t. Or, if they did, I aggressively ignored them. Big mistake.
This was totally my fault: although I wasn’t doing the implementation, the developer in me was thinking about implementation details from a developer’s perspective—never a good thing. Because I knew what was going on behind the scenes, I let it influence the way I framed the UI, and totally lost the light—my “user” perspective—thinking something like:
It’s so obvious!
Nothing quite like a usability test to toss cold water on that kind of crap thinking. And we’ll pick up that sad saga in the next entry.
It was pretty clear, after we’d released the first version of SuperDuper! that, scheduling was something users were clamoring for. We kind of knew that was coming—it’s a pretty common feature of this kind of program. So, after Bruce and I talked about whether or not it was something that we wanted to do (it was), I started to think about how to accomplish the high level goal.
As (I think) I’ve said elsewhere, part of SuperDuper!’s philosophy is to keep things as simple as we can, and keep the options to a minimum even when that might mean disappointing a customer or two. The last thing we want is for SuperDuper! to grow into some giant, confusing beast of an application—and so, we’re pretty conservative about what we add, and take a long time to think about the simplest way to implement what could be complicated functionality.
So after thinking about this for a while, right around WWDC 2004 I sketched out a relatively simple change to the main SuperDuper! window: a Copy Later button. And, from that, a window that showed these scheduled copy operations, and a basic UI to set the schedule that was flexible, but not too flexible.
I do most of my initial UI design on paper, with basic “storyboarding” of the way things work and how they look, along with little notes about other behavioral issues that are implied by the design. I’ll try to scan one of two of those in here at some point, if anyone’s interested…
I was fortunate enough to schedule a session with one of Apple’s UI designers at WWDC, and ran through the existing UI, as well as the changes planned for Options and some other parts of v2.0. The reaction to the changes (and, to my surprise, to the existing UI—a topic for another post) was very favorable, so I felt pretty strongly that we were on the right track.
Bruce and I talked about the engineering necessary to achieve our goals, and soon thereafter we broke things down into what needed to be implemented along the path to v2.0 (much of which is in the current version of SuperDuper!). This included:
What happened over the next few months is an interesting lesson in “losing the light”, and it all comes back to the Copy Later button. Stay tuned.
Our Bernese Mountain Dog, Ketzl, is a great girl, but she’s been through a lot in her 8 years. Even knowing that Bernese have a tendency toward health issues didn’t quite prepare us for:
A few years after her last TPLO we noticed something unusual: an occasional tendency for Ketzl to scrape her right foot on the ground when moving it forward. Given her previous orthopedic issues, we booked a follow-up appointment with our surgeon to see if perhaps something had gone wrong with her recovery (although this was some time after the surgery, it seemed to be the best initial approach).
Dr. McCarthy at Tufts did an exam, and was positive after his examination that this didn’t look like an orthopedic issue, and referred us to the Neurology department. After a number of exams, it seemed pretty clear that the problem was something neurological, and an MRI didn’t show any significant spinal cord ‘pinching’…
It’s important to recognize at this point that some diseases are diagnosed as a series of “rule-outs”: as all the other possibilities were eliminated, one-by-one, only the worst remained… Degenerative Myleopathy.
DM is similar to Multiple Sclerosis in humans. The immune system attacks the myelin sheath surrounding the nerves, causing them to lose their ability to transmit signals. It starts in the back legs and moves forward, the end result being a completely paralyzed dog.
There’s no real treatment (and no confirmation of the diagnosis until an autopsy is done; basically, they remove the spinal cord and examine the nerve fibers—pretty horrible), though certain types of supplements are anecdotally helpful (and we’ve got Ketzl on them). It progresses relatively quickly, and within 6 months or so the dog loses control of their back legs.
Ketzl did quite well at first, and was able to actively walk and lead a relatively normal life, except she would lose her balance, fall, or cross her rear legs. (In general, the nerves that tell the dog where their legs are go first.) But, as time went on, the right leg became more and more paralyzed, and Ketzl was no longer able to use it effectively. The left side got weaker as well, and after a year and a half or so it was clear that she could no longer walk without hurting herself. But, this took longer than we expected: a good sign.
There are two big decision points with DM dogs. The first is when the dog loses mobility, which is where we are now. Fortunately, I work in a home office, and am able to be around her all the time: I can use a (really great) harness to help her get around the yard, and tend to her when she wants to go places she can’t stumble/drag herself to. We also take her to a place about an hour away, once a week, that does animal physical therapy. This includes massage, electric muscle stimulation, a water-treadmill that allows her to walk “normally” by supporting her weight in water, and controlled swimming.
All of this is designed to help keep Ketzl’s muscles as strong as possible for as long as possible—but even with all this, her muscles inevitably lose tone in her legs and back, and it moves forward. Today, she weighs about 13 pounds less than she did a year ago, and all that’s due to muscle wasting.
If that was all, it wouldn’t be the best life for a dog… and without the time to do all that (and, believe me, it takes a lot of time), many would choose to put the dog down.
Fortunately, we also found Eddie’s Wheels—a place here in Massachusetts that makes “carts”: wheelchairs for dogs. We had Ketzl measured for a cart, and right around Valentine’s Day we drove out to the shop, had it fitted, and took Ketzl for her first “unassisted” walk in months.
After some initial “what the heck is this?” hesitation, she took to it enthusiastically, and walked up the hill, tail wagging—also, for the first time in months. It was clear she was beyond happy, finally able to move again! (I’ve got a movie of this: maybe I’ll post it once I edit a little, as it’s a very happy moment.)
The Dog Wheelchair has really made a big difference for her, and for us. We can go for walks together again, and she can get exercise. If you’ve got a dog with similar problems, I enthusiastically recommend Eddie’s Wheels—they’re great people, and a cart will make a huge difference in your dog’s quality of life.
Unfortunately, the disease continues to progress. Zabeth is a veterinary student (Tufts ‘07), and with that and the web, we know far too much about the disease and its inevitable march. Soon, it’s likely that Ketzl will become incontinent (something I’m not looking forward to, as many dogs get depressed when it happens)—and that’s another decision point for most owners. I’m looking at it like this: as long as Ketzl is still happy, I’m willing to do what I can to help her continue.
As our veterinarian has said, DM is a trail of tears. And it’s true: it’s a bastard of a disease.
Yet there are little victories every day, and the sight of a dog, in a wheelchair, zipping along and greeting other dogs and people—ears flapping in the wind, tail wagging…
Trail of tears, sure. But sometimes, those tears are tears of joy.
Super Duper by Shirt Pocket Software, www.shirt-pocket.com, is free if all you want to do is clone one hard disk to another. But if you register your copy, for $19.95, great new features appear, including filters, scripts and the amazing Safety Clone, which lets you install new software and still roll back your drive to the way it was if things go wonky.
And Shirt Pocket’s customer service is superb. When I was unable to register my copy, I sent an e-mail on a Friday night, and the solution was in my mailbox Saturday morning.
(via Dr. Mac’s column in the Houston Chronicle, Thanks, Dr. Mac!)
We try to keep “upcoming release” information quiet here at Shirt Pocket, or at least relatively so, until we’re close to releasing new a version. The last thing we want to do is frustrate our users by announcing something and then not shipping.
But, let’s pull back the curtain a bit on the next release of SuperDuper!
As you might (or might not) expect, Bruce and I have been working on v2.0 for months. We’re working hard to achieve two main things:
There have been a ton of changes to the way SuperDuper! works internally, each of which ties into these two goals.
I’d like to show you one example of what we’ve done, both to whet your appetite for what’s coming, and to show you how we approach changes. (If you enjoy this post, let me know and I’ll do the same for other new features, too.)
So, let’s start with…
It’s not commented on a lot by our users, but the SuperDuper! status view—what’s displayed while the backup is going on—is a model of not-very-good design. Sorry to everyone who’s had to deal with it up to now, but there’s a happy ending, so read on!
While the existing status view gives basic information about what’s going on, it’s not nearly as helpful as the “What’s going to happen?” section of the UI that appears elsewhere in the UI. And it’s pretty ugly. And what’s up with those two progress bars? And, hey—I know it was successful and all—but what happened while I was away from the computer?
I could go on, but I think you get the point.
For background, SuperDuper’s UI is specifically designed to be as unambiguous as possible. I’m really careful to not use generic placeholders like “source” or “target”. I try to avoid some of the “conventional” backup terminology like “incremental” or “differential” because they tend to confuse and obscure what’s really going on. We try to cut our features to the bone to make sure the product isn’t overwhelming.
The idea is that I’m really trying to eliminate the worry that surrounds the backup process—that “Am I doing this right?” feeling that makes you not want to back up, or not be confident in the result.
SuperDuper’s simple UI, stripped down functionality, and “What’s going to happen?” section does this, as does its rapid and accurate operation. So, the question was: how do I carry that same feel through?
The first thing I thought of was: well, the “What’s going to happen?” part of the UI was pretty successful, so why not just do that? You could kind of “bold” each part of the description and turn it different colors as it went through… but, no.
Yes, the WGTH? section is reassuring and very popular with users. It’s a narrative of your choices. That’s very helpful when you need the “expert” pointing out what exactly you’re going to accomplish when you hit the button. But, once you’ve told SuperDuper to go and do the backup, you’re basically entering “Computer World”, where things are far more linear, structured and concise. Trying to shoehorn that into a paragraph just would not work.
Instead, I felt it needed to tell you things in a different voice—still helpful, of course, but more “mechanical”.
After thinking about it for quite a while, I settled on an approach based on a classic speechwriter’s maxim: first, you tell the audience what you’re going to tell them. Then, you tell it to them. Finally, you tell them what you told them.
And so, after a lot of prototypes:
that’s what I did:
This is a real shot of a recent build of SuperDuper! v2.0, running an actual backup. I’ve broken the backup into different major “Phases”, each of which has a bar. A phase is grey when pending, blue when currently in progress, green and checked if successful, and red with an X if it failed (not shown).
Each phase has a number of steps, and each step changes to show whether it’s pending, current, successful or failed as well. The wording of the step changes, too, following the maxim: going to do it, doing it, done!
Everything follows our ‘no placeholder’ policy, and tells you exactly what drive it’s operating on, and what it’s doing. We’re also giving significantly more information about the process of copying (and will likely provide even more in the final version).
So, in the end, it seems pretty simple, and I think it feels pretty great in use. (The static picture here doesn’t show you the nice compositing Bruce does as the steps complete, nor the way that a step automatically expands when there’s more info to show, but you’ll see all that soon enough.)
What do you think?
