The Nintendo Wii has an inexplicably complex help system. A cat wanders onto the screen periodically. If you move your cursor quickly towards the cat, he'll run away. However, if you are careful, you can sneak your cursor up on the cat, your cursor will turn into a hand and you can grab him. When you do, you get a tip about how to use the Wii dashboard.
From a simple efficiency driven point of view, this is a baroque UI that makes very little sense. Surely, just putting up a hint button that says "hint!" would have been more efficient and discoverable. This is what most programs do.
Yet, we know from long experience that no one ever reads the hints. Designers often resort to placing the hint dialog at the startup of the application so that the user is forced to jump through the hoop of reading one hint every time. Most people immediately turn this 'feature' off after using it once. Some users find it highly irritating and form the opinion that the developer is punishing them for using the product. They complain to their friends and write pissy rants to the help desk about why your product is horribly difficult to use. This is not the way to build a viral buzz.
The Help Cat uses traditional game mechanics to help acclimate the first time Wii user to the new controller and the dashboard. In the process, it provides an interesting test case on how game mechanics can be used help users master new functionality.
I've broken down the Help Cat user experience in several levels of mastery. At each level, you'll see the user happen upon new information and adapt their behavior accordingly. I'm using my atomic game mechanics system from a previous post as a framework for identifying the various steps in the process.
This admittedly gets a tad anal retentive, but bear with me. It is a good exercise in analyzing a user interaction and understanding what works and where it can be improved.
Level 1: Passive interaction
- Action: User looks at screen for X amount of time
- Blackbox: Cat simulation runs
- Feedback: A cat walks onto the screen.
- Mastery: The user realizes it is a cat and activates their known tools for interacting with the cat. There is a small burst of delight often in the form of "Holy duck boot! It's a cat"
- Action: The user moves their cursor in the direction of the cat
- Blackbox: Cat simulation runs
- Feedback: The cat runs away from the cursor.
- Mastery: Wow! It acts a lot like a cat. The user becomes aware that the speed and location of their cursor is important to interacting with the cat and begins consciously practicing mastery of these basic tools. They form an initial mental model of how the cat behaves. This too is delightful.
At this point the user is engaged and will often attempt to experimentally validate their mental model.
- Action: The user begins varying the speed at which they approach the cat. This quickly become a case of seeing how close they can get to the cat before it runs away.
- Blackbox: Cat simulation runs
- Feedback: The cat runs away from the hand. However, if the cursor touches the cat it turns into a hand.
- Mastery: The user has accidentally stumbled upon a new clue. The hand again is a symbol that taps into pre-existing conceptual tools. The user understands that they can use the hand to grab objects. This also ties into their knowledge that cats are an object you can pick up. A new goal suggests itself and there is a small burst of delight.
Experimentation continues with the goal now being to catch the cat.
- Action: The user exercises the tools from the previous stages of mastery. They move the cursor at the right speed towards the cat and attempt to get the hand to appear. They test out their new model of how the hand works by clicking frantically on the cat. .
- Blackbox: Cat simulation runs
- Feedback: When you successfully click on the cat, the help box appears
- Mastery: The user realizes the purpose behind the cat. There is a large burst of joy as all the clues finally click into place and the pattern of clicking on the cat to get help is chunked in the player's mind. They read the tip and realize that there are likely more tips if they catch the cat again.
Benefits of the Help Cat
We end up with a variety of benefits from this less efficient, but more enjoyable interaction design. Each of these benefits goes beyond utilitarian expectations of a traditional hint feature.
- Users actively attempts to 'collect' help tips. The process of gathering them is enjoyable so it isn't really work to learn more about the product.
- Users also build critical skills in using the new control mechanism. All that pointing and clicking builds up muscle memory skills that make the process of using the Wii more enjoyable overall.
- Lastly, the user is left with a positive product experience. They are delighted and are much more likely to promote the product to their friends.
As far as it goes, the help cat is pretty nifty. However, the help cat was likely added as a minor bonus feature and as such, has limited functionality. It is easy to imagine additional game mechanics that increase the usability, enjoyment and addictiveness of the help system.
- Tuning difficulty levels
- User achievement tracking
- Virtual pet rewards
Not everyone likes the Help Cat, mostly they can't figure it out. Anytime you create a black box that a percentage of users cannot decipher, you'll often find frustration and irritation. Users who find a problem too difficult will assume that it is broken. Users rarely blame themselves for failure.
For some, the help cat moves too quickly at first. Or perhaps people don't make the leap that they are supposed to click on it. Or they hate cats and couldn't imagine wanting to touch one. Since the help cat leverages existing cognitive tools in order to kickstart the mastery sequence, the limitations of your users can ruin even the most 'intuitive' design.
The fix is to test user response in order to establish typical responses. Tune the difficulty so that you make most people happy and able to master the sequence. Then set up boundary conditions that trigger more explicit instructions for the slower users. For example, if the Help Cat has run away multiple times but the user has not reacted, put up text that says "Click the help cat."
You need to be careful here. If you make the feedback too obvious, users won't experience the joy of mastering the blackbox.
User achievement tracking
Mastery typically occurs through practice of a gesture. Far too often, users glances through the help and then never actually performs the suggested actions. By tracking new UI gestures as goals and rewarding the user when they complete those goals, you dramatically increase the likelihood that users will experience the full range of the interface's functionality.
Each hint that the Help Cat gives represents an additional skill that for the user to master. As they meander through the rest of the UI, the existences of the goals acts as a strong reminder to try out the skills. The system can detect and record this practice. Every time you visit the help cat, he can give you additional stats on your progress and may even reward you with additional functionality.
A big benefit to this system is that it is completely non-linear. Users don't feel constrained to slog through a linear tutorial. They can cherry pick the new skills that sound interesting. They are also rewarded for personal exploration. If you happen to discovery skills on your own, the help cat will notice and reward you for the completed quests.
A secondary benefit is that once you get achievement tracking in place, you can easily hook it up to a logging system to gain a better understanding of what skills are being mastered and which ones are not. This can lead to more focused usability testing that improves your overall product.
Virtual Pet rewards
Catching the cat to get a clue is interesting at first, but users quickly burn out on this simplistic game mechanic. You can improve usability and increase player addiction by making the cat become the user's friend. You can tap into the user's deep set of existing social tools with some well chosen feedback. The result is a strongly positive user experience for very little effort.
- With continued usage of the Help Cat, decrease the response time when the cat runs away. Eventually, make it bounce excitedly when it sees your cursor.
- When the cursor is over the cat, have the cat purr and rub up against the cursor.
- After more use, when the cursor is moved over the cat, trigger various petting animations.
- Explicitly reward goal completion with avatar items that appear on the cat and new playful animations.
From a game design point of view, what we've done is cap the user's advancement along the mastery curve with an 'unwinnable' social mechanism. Such evergreen rewards like a purring cat have a much lower chance of burnout than internal rewards based off points and goals. We can only afford to put a limited amount of content into a mastery sequence, but we don't want to leave the user feeling that they've expended all this effort only to reach a meaningless dead end.
The other benefit of this mechanic is that the Help Cat becomes easier to use. Instead of chasing it around the screen, you simply click on it.
The Help Cat is a simple interaction design, but it brings out a universally applicable pattern of user behavior
- The user performs an action
- While performing an action, they stumble upon evidence that a modification of their behavior may have better results. At this point, they experience joy.
- The cycle repeats
Mastery-based interaction design
Atomic Game Mechanics
Help Cat video
Here's the source of the delightful Help Cat video that was the source of this post.