Let’s talk for a moment about why I misfiled my tax extension. Melty Jello brain aside, bad software design almost cost my little family $2,500.

Background:

When I’m not wrestling a one-year-old into tiny shoes, I’m a User Experience Designer. This means I work with software companies to create easy-to-understand interfaces.

It also means that when I screw up my tax extension, I look very carefully at the software path that got me there.

Dramatic Reenactment:

It was April. I needed to file an extension. Like most Bay Area tech nerds, I hate mail. I consider it a personal affront if I have to print out a form, write an address, locate stamps, and put a letter in the whatsit…mailbox…thing. Naturally, my first step was to search irs.gov for “file extension online“.

Problem one: Too many results

The IRS site is too damned helpful. There were 948 results for my search. Many results were press release or blog type articles hinting at the existence of online extension filing, but containing no direct links. I wanted to find one or two good matches. Instead, I found a sea of irrelevance.

Problem two: Too many names

I hopped down a bunny trail for about ten minutes, searching for a feature alternately referred to as “E-file an extension”, “Free file”, “Freefile”, “Free Fillable Forms”, “Free File Fillable Forms”, “Free Federal Extension”, “Form 4868″, “Traditional Free File”, and “IRS e-file”.

Problem three: Inconsistent design

I eventually landed on a modern-looking site that seemed likely. I clicked “Get Started” and wandered through four increasingly less-well-designed pages which jumped from site to site, forcing me to read and parse options despite having already told the system what I wanted.

Problem three: Asshole account requirement

The eventual winner was a page called “Free File Fillable Forms” which required me to create an account and update my Flash plugin. I was already logged in to irs.gov, but that didn’t count. I created “a password that is different than my User ID, between 8 and 32 characters, and contains at least 1 number and 1 symbol”. All the eye-rolling gave me a headache.

Problem four: Misleading email

I received a spammy looking ALL CAPS email telling me my account had been created. I filled out the IRS extension form, which was the easiest part of the process. I submitted, and received another spammy ALL CAPS email saying “Your federal return was successfully transmitted”.

At this point, I fell on the bed and whined to my husband for several minutes about information architecture. Then I fell asleep, secure in the certainty that I had filed an automatic extension. Taxes wouldn’t be bothering us for a few more months, by which time we would certainly be getting more sleep.

Months passed. There was no sleep, but we still did our taxes. One day, we received an exciting letter! The 8-32 character password was for naught. We hadn’t filed an extension. We were scofflaw losers who owed the IRS huge penalties.

What happened? Email forensics turned up the unhappy answer. Seven and a half hours after I had filed the form, I quietly received a final ALL CAPS email. It looked the same as the others, and had the same subject line. It filtered right into the folder I use for Crap Communications from Companies.

Our extension had returned “Error Code 0312: Reserved for Electronically Transmitted Documents (ETD)”. At least they provided an acronym in case I needed one.

I hadn’t noticed the email. I didn’t realize the form had been rejected. It was my mistake, but it could have been prevented with a more carefully designed user experience.

Lessons:

A Seattle Post-Intelligencer article called File your taxes free, but read carefully points out that the Free File service is made up of several companies who each have different restrictions on who can file online. This would have been good to know. If my age and/or income didn’t match the criteria, the system should not have let me submit my form.

Back-end form validation isn’t that hard. It is easier to filter out invalid data than to waste the IRS’s time by submitting a flawed document, parsing return error codes, notifying the user, and having the user write critical blog posts about you.

I’m not sure why my extension failed. The error code only tells me what I already know: that I filed electronically, and that the first letters of Electronically Transmitted Documents are ETD. A more specific error system would be nice.

Still, the real reason I feel double-crossed can be attributed to an oversight shared by other, better websites. Nobody thought of email communications as part of the user experience. One person made the website, and another person wrote the emails. Chances are the email person was a clever engineer who made a template and inserted variables instead of crafting separate text for each use case. Entire lines of code were saved. And as a result, every email has the same subject heading. Every email looks like a bit of auto-generated confirmation junk, and nobody actually designed the most crucial communication in the entire experience.

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The Thursday night Linden Lab whisky tasting has degraded in the traditional way. I’m surrounded by tipy nerds, discussing the glories of JQuery. One of my co-workers is wearing a shirt that reads “The Age of Consent Tour 1997″. Nerdcore rap blares from the QA office.

Life is good.

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I tried out Cornell Library’s book-delivery service this week. A nice stack of David Foster Wallace books quickly appeared at my workplace yesterday afternoon, and I got a friendly call when they arrived.

If you are a Cornell student or staff, you can have library books delivered to any library-location of your choice for free. For me, this means walking upstairs to our sunny little ornithology library overlooking the pond, and sitting by the fireplace for a bit.

I’m an irredeemable Amazon.com addict, so I view as a right the ability to learn about a book, click a few links, and have said book delivered to me. Imagine my pleasure at being able to do this without paying for it.

Unfortunately, you pretty much have to be told about the service to find out about it, unless you are the type of user who clicks links labeled “requests” on library websites and enjoy library jargon. Like many public services in the country, the crucial step of communicating to humans was overlooked.*

*Many nonprofits seem to say to their clients: “Look, we provide a valuable and benevolent service. You could at least be arsed enough to jump through a few design hurdles in order to discover our valuable service that you don’t know exists because of our design hurdles.”

I’m not sure, but I think the Cornell Library Patron narrative is supposed to go like this:

1. A student or staff member goes into the library catalog and searches for some interesting books, thinking “Hey, I’ll go pick these up at the five separate library locations where they are housed”
2. The patron adds each book to her “bookbag” (navigating a series of hurdles involving ID numbers, multiple passwords unique to the library system, and cute-not-descriptive service names) to create a list of books she wants to get.
3. A MIRACLE OCCURS HERE
4. The patron mysteriously knows that she can have her books delivered.
5. The patron clicks into the catalog page for each book (students love catalog pages!) and separately clicks “requests” at the bottom of the page, knowing instinctively that book delivery is a “request”.
6. The patron chooses “Book Delivery Services (9996 available)” from a dropdown list conveniently located below the fold.
7. Assuming the patron does not receive the helpful error message “Your Patron Initiated Call Slip Request failed. This item is not available for Call Slip requests.” like I just did (Patrons Love Call Slip Requests!), she enters her ID number again.
8. The patron is familiar with the names and locations of the dozens of small on-campus libraries and selects her nearest branch.
9. The patron knows that, unlike use of the weight rooms, climbing wall, or campus cinema, the library book delivery service is free.
10. The patron clicks “submit request”, then repeats the process for each item she wants delivered.
11. The patron celebrates her triumph with a fine malt beverage.

Still, mad useful if you know about it.

The financial advice site Get Rich Slowly suggests using the library as a frugal way to save money on books. I agree, and am going to endure more bad OPAC design in the interest of financial progress. Stay tuned.

Cornell librarians: Please do not kill me. I’m glad to have your services. Bad online user experiences are common in the library world. I’m sure you are busy right now improving the OPAC and writing clear non-jargon filled text describing your services. Go Big Red!

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Ladies and Gentlemen: I’m coming out. As a gamer.

I game. I play video games. I enjoy shooting digital things. I have the ability to navigate three-dimensional space. There, I said it.
I don’t know what I was afraid of. I’m not going to be stereotyped. As far as I can tell there are no stereotypes of female gamers. It’s not like admitting “Hey you guys I love to shop” or “Gosh I love me some Jesus.” There are no social assumptions about being a female gamer because up to a few years ago, female gamers didn’t statistically exist.

These days however, I’m in good company. New generations of tech-savvy women are reshaping the game industry. According to the charmingly titled 2004 ELSPA report Chicks and Joysticks, female gamers make up 39% of US gamers. We’re only at 25.1% across Western Europe, but in Japan we rule a whopping 65.9%. Plus, in the US, women buy 53% of all PC games. We love The Sims. We love World of Warcraft. We can whoop you at Dance Dance Revolution. Female gamers exist, and we’re starting to eat up market share.

So what’s the problem? Nothing we haven’t handled before. The success of first-person shooters has left the market flooded with Uber-violent 3D games that don’t appeal to women (Well – women who aren’t me. Battlefront, anyone?) And, of course, decades of male-dominated gaming have left a legacy of seriously sexist game characters. Big-boobed wasp-waisted mistresses of the martial arts still grace the covers of RPG manuals and fighting games. I’ve included a few here for your amusement.

In a great article titled Why is my girl repellent chasing off all the hot chicks? Mythago describes the lament of the clueless male gamer: “Why aren’t there more female gamers, especially when we go to such lengths to make it clear they aren’t welcome?” He claims that the abundance of porn ladies gracing video and RPGs sends a simple message to potential girl gamers: “You don’t exist. We only think of females as sex toys.”

This whole rant got started because I just attended a nifty lecture here on campus by Michigan State Communications prof John Sherry called “Sex Differences in Video Game Play: What the Industry Doesn’t Know About Why Girls Don’t Play First-Person Shooters”. MSU is doing some cool cognitive psychology-type research on the relationship between game preference and cognitive abilities. It made me nostalgic for East Lansing, Midwestern accents, and Social Science research with its delightful openness to interpretation. It’s pretty damn difficult to say why most women seem to prefer one type of game over another, but I had a good time listening to the theories.

To finish off, and perhaps cleanse your eyeballs from all those huge electronic breasts, why not have a go at the fully girl-created online game Sissyfight 2000 which lets you become a bitchy schoolgirl fighting on the playground. Scratch, tease, and gang up on other girls, then try and look innocent. Then shoot them with your huge My Little Pony gun.

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