Knjigovodstveni programi u službi korisnika

“Kick ass” faktor

Sudeći po rečniku pridev “Kick ass” označava nešto snažno, izuzetno dobro, moćno, impresivno itd. tako da ću ja u nastavku ovog teksta koristiti sleng iz mog kraja i prevesti ga sa “razbija”. 🙂

Knjigovodstveni program koji “razbija” može se lako prepoznati imajući u vidu način na koji ga Kathy Sierra genijalno definiše (moja slobodna interpretacija) kao :

“Program razbija u meri obrnuto proporcionalnoj vremenu potrebnom da korisnik izađe iz početničke zone i direktno proporcionalnoj kontroli koju korisnik ostvaruje nad aplikacijom jednom kad  je van te početničke zone”

Za sve zbunjene prethodnom rečenicom (uključujem tu i sebe) evo grafičke intepretacije te iste definicije…

image

Vertikalna osa grafikona pokazuje osećaj koji korisnik ima radeći sa programom sa rasponom od “frustracija” (korisnik se bori sa programom) do “ekspert” (korisnik vlada programom). Na toj vertikalnoj osi se vide dva ključna podeoka koja označavaju momenat kada korisnik prestaje da mrzi aplikaciju i momenat kada korisnik kreće da oseća da “razbija” sa aplikacijom.
Horizontalna osa je vremenski period koji počinje prvim korišćenjem korisnika, a može da traje godinama i ponekad i dekadama (Ko je rekao Clipper knjigovodstveni programi? :)).

Ako pogledamo plavi grafikon vidimo da je on dobar u smislu da korisnik relativno brzo ovladava funkcijama programa i prelazi oba podeoka na skali korisničke impresije, ali to je samo zato jer program nema mnogo funkcija namenjenih segmentu eksperata u korišćenju. Ako se poslužim primerima foto aparata koje Kathy koristi u svom predavanju, ovo bi bio “idiot” aparat od 100$, čijim setom funkcija je relativno lako ovladati u kratkom vremenskom periodu, ali jednom kad dostignete taj nivo ne postoje nikakve dalje funkcije koje vam omogućuju dalji napredak u kvalitetu fotografija koje pravite.

Ako pogledamo crveni grafikon vidimo da je krajnji domet stvari koje korisnik može da uradi sa aplikacijom mnogo viši od plavog grafikona, ali takodje vidimo i da je dostizanje tog nivoa korisnika koštalo mnogo živaca sled dugog vremena koje mu je bilo potrebno da izađe iz zone frustracije. Programi koji potpadaju u ovu grupu su programi koje prepoznajete po tome što:

  • za sam prvi start aplikacije startujete treba da pročitate 35 strana uputstva i/ili
  • imate broj telefona autora na speed dial-u pod brojem #1 ) ispred vaše žene i/ili
  • u svom korisničkom uputstvu kao ilustraciju kako je program moćan imaju (kopirano iz stvarnog pdf dokumenta gde je samo ime aplikacije zamenjeno sa aplikacija X imenom – da se ne uvrede)

    “Mi smo ponosni na to što se, za sada stidljivo, pojavljuju oglasi u kojima se traže obučeni ljudi sa klauzalom ‘poznavanja rada u aplikaciji X’”
    (Kako ja čitam ovo: Program je toliko komplikovan, da se poslodavcu koji ga koristi ne isplati da zapošljava ljude bez pređašnjeg iskustva u korišćenju istog.)

Korišćenjem analogije sa foto aparatima, ovaj tip aplikacija bi mogao biti DSLR aparat od 20.000$ koji 2 čoveka u svetu stvarno znaju da koriste sa svim svojim mogućnostima, ali koji u rukama nas smrtnika koji slikamo klince kako čine prve korake totalno nema smisla i samo nas dovodi do ludila milionima opcija koje nemamo pojma čemu služe. (Ko je rekao Microsoft Navision?)

Ako pogledamo zeleni grafikon, to je optimalni slučaj jer korisnik brzo izlazi iz zone frustracije, zadržava u početku ekspertskog korišćenja brzinu i tek na stvarno višim nivoima korišćenja usporava dostižući maksimalnu efikasnost potrebnu za vršenje svog posla.

U svetu aparata ovaj tip aplikacija bi bio reprezentovan aparatom od 400$ koji je balansiran tako da zadovolji stvarne potrebe većine korisnika (otud i tako jake ocene korisnika), a da pritom ne opterećuje korisnika funkcijama koje mu ne trebaju u stvarnom životu i kompleksnim opcijama i načinom korišćenja.

Sve je to ok, ali je i samo teorija….

Problem u pričanju o principima dizajna je bas u tome sto su baš to “principi” i samim tim su teorijski, načelni koncepti, ali ipak prihvatam komentar kao “fer i na mestu” pa ću zato predstaviti kako se ovaj princip manifestuje na  primeru sebe kao korisnika jedne aplikacije koju smo svi videli – Microsoft Word.

Word je po meni primer crvenog grafikona u svom tipu aplikacija, ajde da vidimo i zašto tako mislim…

Ako ste kao i ja, vaš prvi susret sa ribbon-om je bio:

  • u početku bolan (“Šta im je uopšte trebalo da menjaju postojeći koncept toolbarova”) – prvi susret
  • dugo vremena znam samo gde se menja veličina fonta i poravnanje (centralni deo home jezička) – zona frustracije
  • Provaljujem napokon i formatiranje naslova, gde je SmartArt itd.. (“ribbon je cool”) – prelazim “razbijam” granicu.
  • I tu… stajem jer mi za stvari kojima se bavim (tu i tamo po neki 2 strane mali tekst) više od toga i ne treba.

Ovo moje gore opisano iskustvo sa Microsoft Word-om rezultuje na nekoliko načina u mojoj psihi

  • Stvara mi osećaj da je koristiti Word nešto poput voziti kamion bez servo upravljača – moćno i mučno iskustvo. Drugim rečima, stvara mi utisak da je Word aplikacija koja ima previše bezpotrebnih stvari i koja me svojom kompleksnošću nepotrebno usporava u vršenju mojih aktivnosti
  • Izaziva kod mene osećaj griže savesti jer postoje toliko tih jezičaka i opcija u njima koje ja jednostavno “nemam vremena da pregledam jednu po jednu”, pa samim tim non stop ja imam osećaj da propuštam neku neverovatno bitnu funkciju koju bi trebalo da koristim, a ne koristim.
    Budite iskreni, pa mi recite samo načelno bez gledanja u vaš računar šta se nalazi unutar Page Layout, References, Mailings, Review, View, Developer menija. Tako sam i mislio… Kako se osećate zbog toga?

Što nas vodi do ključnog zaključka vezanog za pronalaženje knjigovodstvenog programa koji razbija

Radi se o meni-korisniku tupane, ne o tebi i tvojoj aplikaciji!

Ključni momenat za razumevanje “razbijam” principa je da konačni sud o tome kakav je program za knjigovodstvo daje korisnik (a ne ja-autor) koji do tog suda dolazi u momentu kada mu ja-autor nisam pri ruci da objasnim “73 extra cool super korisne funkcije” svog savršenog programa.

Korisnik programa za knjigovodstvo  začuđujuće nije racionalna mašina kakvom ga autori programa obično smatraju koja će:

  • pročitati sve 52 stavke tabele koja uporedno prikazuje funkcije mog “programa za knjigovodstvo” i ostalih aplikacija smešnih u poređenju sa “mojim knjigovodstvenim programom”
  • provesti dobar deo od svojih 20 dana godišnjeg odmora čitajući “Tihi Don II” – nezvanični naziv koji moji korisnici koriste da opišu korisničko uputstvo  “najmoćnijeg programa za knjigovodstvo”


Korisnik programa je ljudsko biće od krvi i mesa, koje svoje zaključke donosi velikim delom srcem – na bazi svojih osećanja. Ako korisnik “oseća da razbija” program, program je dobar. Ako se ne oseća tako dok ga koristi, program je loš. Objektivne karakteristike  tog programa (u kontekstu ovog posta) nemaju nikakvu značajnu ulogu u donošenju vrednosnog suda o programu.

Ako ja kao korisnik kod prvog startovanja programa vidim prazan ekran sa milion ikona i menija  osetiću verovatno “Au, al sam n****o sa ovim programom”.
Od tog prvog momenta, ophrvan percipiranom kompleksnošću, ja ću usporiti brzinu izlaska iz prve zone frustracija, rad sa programom će postati posao, a ne “igra” otkrivanja i učenja. Program će me svakog jutra kad ga uključim podsećati da sam neuporedivo gluplji od svih ostalih korisnika programa koji “sasvim sigurno su ukapirali svaku opciju i podešavanje programa”.
Drugim rečima, programi u crvenoj krivi ne čine da se osećam pametno i da vladam situacijom, što neminovno rezultuje da moj mozak vezuje na podsvesnom nivou tu lošu impresiju sa samim programom. Što ga više koristim, negativna impresija je sve jača, jer sam “primoran” da se osećam neprijatno.

U slučaju plave krive, ako je program jednostavan i ja ga ovladam relativno lako i brzo, biću njime zadovoljan u potpunosti sve do neizbežnog momenta kada ću stojati iza ramena nekog svog kolege koji će nonšalantno radeći jednom rukom i razgovarajući sa mnom pritom odraditi za 60 sekundi nešto što je mene koštalo nekoliko neprospavanih noći. Kao po pravilu, taj moj kolega videvši moju razjapljenu vilicu, mora u tom momentu da upita:”Šta ti nemaš u svom programu ovu mogućnost ?”, našta (naravno) ja odgovaram izgubljeno se smejuljeći:”Imam, imam naravno ” (mrska laž, takođe naravno). Od tog momenta, sva prijatna osećanja koje sam ja imao “razbijajući” svojom aplikacijom, bivaju neizostavno zamenjena osećanjem “kako mrzim ovu glupu i beskorisnu aplikaciju”. Dan za danom, radeći sa tom aplikacijom to se opet pojačava, a mozak radi svoj posao.

Kako će moj knjigovodstveni program  knjigovodstvo da izgleda sa aspekta ovog kriterijuma

Moj program za knjigovodstvo (naravno) biće u duhu zelene krive u smislu da će imati nekoliko dimenzija koje će rezultirati poštovanjem Pareto principa koji u kontekstu ovog principa ja interpretiram

“Učiniti vršenje svakodnevnih stvari – prostim, a ostalih stvari – mogućim”

Znači, korisnik početnik će od starta imati utisak da se radi o plavom grafikonu, jednostavnoj aplikaciji, ali kada dostigne ekspertski nivo i vidi pomenutu funkciju kod kolege, moći će uz minimalan trud da otkrije tu istu (ili bolju) funkciju u svojoj aplikaciji. Korisnik u ovom tipu aplikacija otkriva aplikaciju u brzini i meri koja mu ona odgovara, sa jasno definisanim odnosom uloženog truda i koristi. Ako treba da provede 5 sati učeći kako da odradi u programu nešto što može “ručno” da odradi za pola sata, ta funkcija ili treba da se izbaci ili da se preradi da joj se dodaju dodatna korisnost koja bi opravdala tih 5 sati.

S obzirom da moj knjigovodstveni program još uvek ne postoji (mada sam krenuo prošle nedelje sa radom na njemu) iskoristiću primer Word-a opet da ilustrujem načelno kako ja gledam na ovaj princip, samo ovaj put primer Office 2010 web aplikacije gde isti taj Word izgleda ovako

Word 2010

Ribbon je još uvek tu, ali ovaj put ima samo jezičke koje /gle slučajnosti/ ja koristim svakodnevno. Funkcionalnost koju koristim je takođe tu /fontovi, boje, provera pravopisa itd/, ali bez dodatnih funkcija koje ne koristim.  I pored te jednostavnosti, u desnom uglu imam ikonu čijim klikom se otvara “pravi” Word sa svim naprednim opcijama i mogućnostima.

Zaključak

U ovom tekstu sam predstavio svoje gledište o važnosti pozitivne korisničke impresije na ukupan sud koji korisnik ima o programu za knjigovodstvo, a koja nastaje kombinacijom lakoće učenja i korišćenja knjigovodstvenog programa sa veličinom seta funkcija koje omogućavaju korisniku vršenje svog posla na maksimalno efikasan način.

Sledeći članak će se baviti važnošću koncepta minimalizma u izradi knjigovodstvenih programa.

Čitamo se,
Nikola

7 thoughts on “Knjigovodstveni programi u službi korisnika

  1. Svaka čast Nikola!

    Drugar me uputio na ovaj blog pre par nedelja, i sad sa nestrpljenjem očekujem svaki post 🙂

    Inače ja sam korisnik jednog od tih „moćnih knjigovodstvenih aplikacija“ koji je implementiran u mojoj firmi pre godinu i po dana…
    Moja procena je da su skoro svi zaposleni još uvek u zoni „frustracije“ …
    Meni to sve ide malo bolje pošto sam nekad i sam pravio takvu vrstu aplikacije, pa mi je sve stvar navike…. Ali…

    Ali… Sve to može toliko bolje da mi je teško shvatiti te „programere“ i izrazi tipa „Kako su uopšte mogli tako nešto da pretpostave? Kao da nikad nisu radili u nekoj prosečnoj trgovačkoj firmi ?“ mi se stalno vrzmaju po glavi…

    Samo napred, čekamo na tebe 🙂
    Vladimir.

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