craigAgreen.com

What is your application's personality?

We are currently updating our error page ... this got me thinking about our what the error page says about our web application.  Is it serious, cool and business-like, does it "work hard, play harder", or is it light harted. Further more, is it consistent throughout the application or does it suffer from Multiple Personality Disorder?

As a user, how do you feel when a Windows error dialog comes up accompanied with the 'Critical Stop'  sound? Do you feel the same way when you see Twitter's Fail Whale? What about Google Chrome's "Aw, Snap" error?

Chances are you are more forgiving of the latter two than you are of Windows. Why? Same reason you are more likely to forgive people. You like them better, and that starts with personality.

In Marcus Buckingham and Curt Coffman's book, "First, Break All the Rules: What the World's Greatest Managers Do Differently", they explore what makes a great nurse. They found that it wasn't the technique used when giving an injection, it was what they said before the injection. It was their personality. Nurses that showed empathy and told their patients that the injection would hurt a little were see as superior nurses.

A software application should do the same. Even a line of business (LOB) application should say "I know you are forced to use me from 9 to 5 to do your job and you would much rather be on Facebook, but let me help to make your work a little less painful and maybe even enjoyable". For non-LOB applications a strong personality and sense of identity is a must.