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13 comments

K.I.S.S.

Posted August 31, 2010 8:03 AM

An engineering blog recently noted a programmable thermostat required 37 steps to set up — leaving no wonder why only 20% of units were programmed. Is this failure from a zeal to put too much into a product, with functions to do everything? Whatever happened to Keep It Simple? Or, maybe it's just a a lack of ability to consider — and test products (or instructions) from — a customer's point-of-view?

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Anonymous Poster
#1

Re: K.I.S.S.

08/31/2010 8:59 AM

I can't give you my opinion, your post is so vague:

1.-What do you mean by programmable thermostat?

2.-Is it a thermostatic valve for a cooling system?

3.-Is it a process controller or a temperature controller?

4.-Are the 37 steps actually steps to programming?

5.-Does it have the capability of programming stages of setpoint temperature over precise periods of time?

Please let us know, so we have something to start with. But I think I understand how you feel; 15 years ago I received one AC inverter in which manual they proudly claimed to have improved the drive's performance by adding "over 100 new programmable parameters..." go figure.

Yahlasit

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#2

Re: K.I.S.S.

08/31/2010 10:51 PM

i just finished evaluating a new programmable thermostat for an energy management company and they ask what I would do to make it better.

Here are some of the suggestions:

-remember that you have to deal with the lowest common denominator of the public

-the will call tech support before the will read the manual

-lose all buttons and switches

-people like touch screens that ask them what they want to do. They like large and colourful graphics.

-it has to be intuitive.

-it will not make any changes until the customer is comfortable with them. They want the ability to change their mind and not commit.

-the real test is, if a 80 year old person who has a VCR blinking 12:00 for the last five years can run their thermostat

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#11
In reply to #2

Re: K.I.S.S.

09/02/2010 2:11 PM

lowest common denominator of the public.........well the would be a pre-programmed thermostat then..........p911

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#12
In reply to #11

Re: K.I.S.S.

09/02/2010 2:56 PM

and if you notice they do try to do that in public rooms. The "lock" the thermostat so the "non-average" citizen can't change it.

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#13
In reply to #11

Re: K.I.S.S.

09/02/2010 5:07 PM

Yet the public wants full control and some are not willing to either read the manual or try playing with it until they stop breaking it.

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#3

Re: K.I.S.S.

08/31/2010 11:10 PM

Interesting. I just purchased three digital thermostats for a rental property I'm renovating, that had FHW baseboard heat. It took some time to find the simple one that didn't "do" anything more than set the temperature and give a reading of the local temp! One of the sales people that I asked said I could just use the one that does heat and cool (and a bunch of other things) and just not hook up the cooling system wires. What do you think the first call from a tenant would be when they tried to turn the fan on for the baseboard FHW system?

Yeah - K.I.S.S.

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#4

Re: K.I.S.S.

09/01/2010 5:42 AM

#1. Completely misses the point, which is discussing the principal not the specifics.
I agree KISS.
When I write stuff, I carefully count key presses and as our products mature we generally remove features not add 'em.
So much stuff is just too complicated to use. If you need the manual, then the software isn't written well enough (unless of course it's some big complex system but not a damn 'stat)
I see plenty of product with a full touch screen or 16 char 2 line display which is more user hostile than the user interface I write for 3 buttons and a 16x1 display.
Classic case in point is the banking machines which take 2n (n being large and positive) button pushes to pay you credit card bill when to payoff the entire bill shouldn't need more than 2.
E.G A 'pay credit card' soft key. Then a 'Pay entire ballance' soft key, while the display shows the ballance.
It's not rocket science, but if you point it out or complain you are met with blank stares.
Oh and don't start me on the Sainsburies self service checkout
'Unexpected item in the bagging area'... no there damn well isn't I fully expect the item to be there, I put it there.
'Thank you for being patronised by poorly written software'
Del <click, rant mode off>

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Anonymous Poster
#7
In reply to #4

Re: K.I.S.S.

09/01/2010 9:41 AM

Del:

You're right, I was a little off, but at the end I kind of brushed the topic.

Yahlasit

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#5

Re: K.I.S.S.

09/01/2010 8:30 AM

Engineers running amuck!

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Anonymous Poster
#6

Re: K.I.S.S.

09/01/2010 9:02 AM

My peeve is the little icons with no text explanations. With the tiny screens on cell phones, these have become ubiquitous. Does the vaguely cellphone-like icon with two arcs radiating from it mean I'm on speaker, or did I just get a call, or a text message, or should I not hold the phone near my head because the radiation is peaking?

I'm not sure who thought it was a good idea to have multi-level menus in call handling and automated customer service. What truly amazes me is that companies eat the cost of this because the customer is typically calling a toll free number. If I call a bank, phone company or cable company, I'm going to tie up a line for at least half an hour just navigating menus.

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#8

Re: K.I.S.S.

09/01/2010 10:24 AM

Interested parties should read or browse The Design of Everyday Things, by Donald Norman. Incidentally, he's a high-level staffer at Apple. The book is dated and gets dry in parts, but it provides a strong basis in how to design things that humans can do things with. The principles extend beyond and through electronics and software.

(I never realized how badly light switches suck until I read that book, but they do suck.)

This is a personal crusade of mine, having designed software for decades and now working (again) in the defense industry. I think the worst offenders are programs written for weapon systems. The attitude seems to be that we'll just provide training, and that we're spending tax money, so making it "nice" and "easy" aren't a priority. Tell that to a pilot or a grunt surrounded by enemies who want to kill him/her, who requires every available neuron to complete their mission. Someone in danger or other stress can't spare the brainpower, mouse click or keypress to work around a klunky user interface.

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#9

Re: K.I.S.S.

09/01/2010 1:03 PM

I agree with the K.I.S.S principle. When I wanted a cell phone just so I could keep in touch with my wife while commuting I asked for a cheap model that just made phone calls, no texting, photos, internet, music or games require. Nope those don't exist anymore and I was offered what the sales clerk described as the most basic model, and the instruction book was 175 pages.

Forget it, nothing I have to say is so important that it can't wait until I get home.

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#10

Re: K.I.S.S.

09/01/2010 2:18 PM

It could be technology is progressing faster than technical writers can keep up with. You can see products with horrible documentation and some with very good, clear documentation. Sometimes documentation is written to too high a level of comprehension and sometimes too simple. When writing any kind of documentation, one must direct it toward a certain level of education, which is not too easy these days. Documentation is not something companies want to spend a lot of time and money developing. Consider the cost difference between an instruction manual for a $29.95 toaster and a $10M diesel engine. The manual for the former will be skimpy and just adequate to provide information while the manual for the diesel will require a lot of accurate information including installation, operation and maintenance. All of this costs a lot to develop.

K.I.S.S. is certainly the way to go, but it sometimes takes several passes to get it to a simple as possible point and the longer it takes to develop, the more it costs.

Many times, the engineers who developed the product are asked to write the instruction manuals and we know that not all engineers are great in their writing skills.

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