In my recent podcast with UX expert and psychologist Dr. Danielle Smith the topic of "user self-blame" came up. This is that feeling when a person is interacting with a computer and something goes wrong and they blame themselves. I'd encourage you to listen to the show, she was a great guest and brought up a lot of these points.

在我最近與UX專家和心理學家Danielle Smith博士進行的播客中，出現了“使用者自責”的話題。 這就是當一個人與計算機進行互動而出了點問題而自責的感覺。 我鼓勵您聽表演，她是一位很棒的客人，並提出了很多建議。

Self-blame when using technology has gotten so bad that when ANYTHING goes wrong, regular folks just assume it was their fault.

使用技術時的自責變得如此糟糕，以至於當發生任何問題時，普通人都以為這是他們的錯。

My dad got some kind of evil "PC Tech Hotline" on his machine today because some web site told him his "Google was out of date and that he should update his Google." So he did. And he feels super bad. Now, in this case, it was a malicious thing so it would be really hard to figure out how to solve this for all users. It's like getting mugged on the way to your car. It happens to the best folks in the best situations, it can't always be controlled. But it shouldn't cause the person to blame themselves! He shouldn't fear his own computer and doubt his skills.

我父親今天在他的計算機上收到某種邪惡的“ PC技術熱線”，因為某個網站告訴他他“ Google已過時，應該更新他的Google”。 所以他做到了。 而且他感到超級難過。 現在，在這種情況下，這是一件惡意的事情，因此很難弄清楚如何為所有使用者解決此問題。 這就像在開車途中被搶劫一樣。 它發生在最好的情況下，最好的人無法總是被控制。 但這不應該導致這個人自責！ 他不應該擔心自己的計算機，也不會懷疑自己的技能。

People now publically and happily self-identify as computer people and non-computer people. I'll meet someone at a dinner and we'll be chatting and something technical will come up and they'll happily offer up "Oh, I'm not a computer person." What a sad way to separate themselves from the magic of technology. It's a defeatist statement.

現在，人們公開並愉快地將自己標識為計算機人和非計算機人。 我將在晚餐時遇到一個人，我們將聊天，並且會出現一些技術問題，他們會高興地提出“哦，我不是計算機人”。 將自己與技術魔術區分開來是多麼可悲的方式。 這是一個失敗主義言論。

取得平板電腦 (Get a Tablet)

Older people and people who are new to technology often blame themselves for mistakes. Often they'll write down directions step by step and won't deviate from them. My wife did that recently with a relatively simple (for a techie) task. She wanted to record a lecture with a portable device, load the WAV onto the PC, even out the speech patterns, save it as a smaller file (MP3), then put it in Dropbox. She ended up writing two pages of notes while we went over it, then gave up after 30+ min, blaming herself. I do this task now.

老年人和剛接觸技術的人通常會為錯誤而自責。 通常，他們會逐步寫下方向，並且不會偏離它們。 我妻子最近做了一個相對簡單的任務(對於技術人員)。 她想用行動式裝置錄製演講，將WAV載入到PC上，使語音模式均勻，將其儲存為較小的檔案(MP3)，然後將其放入Dropbox。 當我們瀏覽它時，她最後寫了兩頁筆記，然後在30分鐘後放棄，指責自己。 我現在要做這個任務。

Advanced users might say, you should get your non-technical friend a tablet or iPad. But this is a band-aid on cancer. That's like saying, better put the training wheels back on. And a helmet!

高階使用者可能會說，您應該讓非技術朋友使用平板電腦或iPad。 但這是對癌症的創可貼。 就像是在說，最好把訓練輪放回原處。 還有頭盔！

Tablets might get a user email and basic browsing and protect them from basic threats, but most also restrict them to one task at a time. And tablets have hidden UX patterns as well that advanced users use, like four-fingered-swipes and the like. I've seen my great aunt accidentally end up in the iPad task switcher and FREAK OUT. It's her fault, right?

平板電腦可能會獲得使用者電子郵件和基本瀏覽，並保護他們免受基本威脅的侵害，但大多數情況下，平板電腦一次只能執行一項任務。 平板電腦也具有高階使用者使用的隱藏UX模式，例如四指輕掃等。 我已經看到我的姑姑不小心碰到了iPad任務切換器和FREAK OUT。 是她的錯吧？

This harkens back to the middle ages when the average person couldn't read. Only the monks cloistered away had this magical ability. What have we done as techies to make regular folks feel so isolated and afraid of all these transformative devices? We MAKE them feel bad.

這回溯到普通人無法閱讀的中世紀。 只有隱居的僧侶才具有這種神奇的能力。 作為技術人員，我們做了什麼工作，使普通人感到如此孤立和害怕所有這些變革性的手段？ 我們讓他們感到難過。

There used to be a skit on Saturday Night Live called "Nick Burns, Your Company's Computer Guy" that perfectly expresses what we've done to users, and to the culture. Folks ask harmless questions, Nick gives precise and exasperated answers, then finally declares "MOVE." He's like, just let me get this done. Ugh. Stupid Users. Go watch Nick Burns, this is a 19 second snippet.

在週六夜現場，曾經有一個小品名叫“尼克·伯恩斯，您公司的計算機專家”，完美地表達了我們對使用者和文化所做的努力。 人們問無害的問題，尼克給出精確而憤怒的答案，然後宣佈“移動”。 他就像，就讓我完成這個吧。 啊。 愚蠢的使用者。 去看尼克·伯恩斯，這是一個19秒的片段。

I basically did this to my own Dad today after 45 min of debugging over the phone, and I'm sorry for it.

通過電話除錯45分鐘後，今天我基本上是對我自己的爸爸這樣做的，對此我感到抱歉。

我不是技術人員 (I'm not a techie)

When users blame themselves they don't feel safe within their own computer. They don't feel they can explore the computer without fear. Going into Settings is a Bad Idea because they might really mess it up. This UX trepidation builds up over the years until the user is at a dinner party and declares publically that they "aren't a computer person." And once that's been said, it's pretty hard to convince them otherwise.

當用戶自責時，他們不會在自己的計算機上感到安全。 他們覺得沒有恐懼就可以瀏覽計算機。 進入“設定”不是一個好主意，因為它們可能真的把它弄亂了。 多年來，這種使用者體驗的恐懼不斷累積，直到使用者參加晚宴並公開宣佈他們“不是計算機人”為止。 話雖這麼說，否則很難說服他們。

Even Google, the most ubiquitous search engine, with the most basic of user interfaces can cause someone to feel dumb. Google is a huge database and massive intelligence distilled down to a the simplest of UI - textbox and a button. And really, it's just a textbox these days!

即使是使用最基本的使用者介面的最廣泛使用的搜尋引擎Google，也會讓人感到愚蠢。 Google是一個龐大的資料庫，海量情報精簡到最簡單的UI(文字框和按鈕)。 實際上，這幾天只是一個文字框！

But have all had that experience where we google for something for an hour, declare defeat, then ask a friend for help. They always find what we want on the first try. Was it our fault that we didn't use the right keywords? That we didn't know to not be so specific?

但是所有人都有過這樣的經歷，我們在谷歌搜尋了一個小時，宣佈失敗，然後向朋友尋求幫助。 他們總是在第一次嘗試時就能找到我們想要的東西。 我們沒有使用正確的關鍵字是我們的錯嗎？ 我們不知道不是那麼具體嗎？

I think one of the main issues is that of abstractions. For us, as techies, there's abstractions but they are transparent. For our non-technical friends, the whole technical world is a big black box. While they may have a conceptual model in their mind on how something works, if that doesn't line up with the technical reality, well, they'll be googling for a while and will never find what they need.

我認為主要問題之一是抽象。 對我們來說，作為技術人員，有抽象但它們是透明的。 對於我們的非技術朋友來說，整個技術世界都是一個大黑匣子。 儘管他們可能會在腦海中思考某個事物是如何工作的概念模型，但是如果這與技術現實不符，那麼他們將搜尋一段時間，並且永遠找不到所需的東西。

Sadly, it seems it's the default behavior for a user to just assume its their fault. We're the monks up on the hill, right? We must know something they don't. Computers are hard.

可悲的是，似乎使用者只承擔自己的過錯是預設行為。 我們是山上的僧侶，對嗎？ 我們必須知道一些他們不知道的東西。 電腦很難。

How do YOU think we can prevent users from blaming themselves when they fail to complete a task with software

您認為我們如何防止使用者無法通過軟體完成任務而責備自己

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關於斯科特 (About Scott)

Scott Hanselman is a former professor, former Chief Architect in finance, now speaker, consultant, father, diabetic, and Microsoft employee. He is a failed stand-up comic, a cornrower, and a book author.

斯科特·漢塞爾曼(Scott Hanselman)是前教授，前金融首席架構師，現在是演講者，顧問，父親，糖尿病患者和Microsoft員工。 他是一位失敗的單口相聲漫畫家，一個玉米種植者和一本書的作者。

翻譯自: https://www.hanselman.com/blog/bad-ux-and-user-selfblame-im-sorry-im-not-a-computer-person