I'm Aza Raskin @aza. I make shiny things. I simplify.

I'm VP at Jawbone, focusing on health.


The Over-the-Phone Test

One of the design heuristics we use at Mozilla Labs, especially as we work to create a more invisible browser, is the “Over-the-Phone test”.

If your friends have ever got it into their heads that you might be good at technology, I’m sure you’ve found yourself trying to explain some aspect of computing over the phone. Probably something trivial and difficult to explain. I give you my condolences. Trying to troubleshoot a GUI over the phone is like giving driving directions to train conductor.

For instance, it’s difficult to tell Grandma how to spellcheck in a web mail application that doesn’t have spellcheck:

  • “Ok, Grandma, select everything by clicking anywhere in the text and typing Control-A.”
  • “Now copy the text by typing Control-C.”
  • “Open Word by going to the Start Menu, clicking ‘All Programs’, clicking ‘Microsoft Office’, and finally by clicking ‘Word’.”
  • “Paste your text into Word by typing Control-V… No, Grandma, I don’t know why it’s ‘V’–maybe because ‘P’ is already used for printing?”
  • “Click the little icon on the top of the bar that has a checkmark and some letters. You don’t see it? Okay, describe what you see. You see something that looks like a coffee cup? I have no idea what that is. Actually, forget it. Just select ‘Spell Check’ from the ‘Edit’ menu.”
  • “Click ‘Start Checking’. Grandma, I know you just told it you want to spell check; I don’t know why you have to tell it again.”
  • (Time passes as Grandma spell checks her document.)
  • “Click the ‘Done’ button. Or maybe it’s called ‘Finish’. Uh, just click either the ‘Done’ or the ‘Finish’ button.”
  • “Select everything by typing Control-A.”
  • “Copy the text by typing Control-C.”
  • “Switch back to the email you were writing. What’s that? You can’t see the email you were writing? Well, um… Move some windows around and try finding it.”
  • “Is the text of the email still selected? No? Okay, click anywhere in the text.”
  • “Select everything by typing Control-A.”
  • “Paste in your spell checked text by typing Control-P. Wait, no, Control-V…”
  • “You’re done! wasn’t that easy?”

At every step something can go wrong, your mental model can get out of sync with the state of the computer, or you might remember a button name incorrectly.

Thus our test: We ask ourselves, “Would I be willing to teach my Grandma how to use this over the phone?”. If the answer is “Definitely”, we know we’re doing well; if the answer is “Maybe”, we know we can do better; and if the answer is “No”, then it’s often time to rethink the whole thing.

This is one of the heuristics that informed Ubiquity.

RT @aza The Over-the-Phone Test | Follow @aza on Twitter | All blog posts

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My first reaction to the entire post was, “Well of course it’s control-V! People use copy and paste so often the shortcuts have to be next to each other!”

And then I realized that it’s not all people, it’s only people (like me) who have to transfer images/data between multiple programs all. the. time.


I wonder if either of your grandmothers would appreciate being portrayed as an example of a technologically helpless person.


Or you could go over and install email software with spell-checking built in.


Nice post. Maybe you should design TVs, Aza – you would’t believe the number of times my gran rings up, asking me how to find the right channel on her TV. All I can say is – it’s a good job she doesn’t have a computer :P

A better step 1. Go to Firefox.com and click download. :)


Not all tasks can be designed for the LCD-type user. =)

Brian Tkatch

Not a bad idea. It does seem like a good test, but i do believe some tasks should be necessarily hierarchical. In that case, losing context is always an issue, but not to hard to get back to.

And about ctrl-v, i still use shift-insert as well.

alfons bedoya

Why not just go by, visit granny, and fix it for her…I am sure she would love the visit…and probably cook something nice for you!

Some of the most annoying problems I have with software could be solved if every developer would just ask themselves this simple question.

thank youJ

This is really a nice post. You have shown a better steps. Some of the weird irritating queries can be solved.

An interesting article for people in central London. Would it be possible to speak to the app developers about gaining data from iphones across the UK and on the different networks so an accurate map could be created? Rather than the worthless pieces of junk the networks provide which have no relation to reality at all.I tested O2 vs T-mobile (ok, not an official provider, but I’ve finished my contract and the O2 one is unlocked) where I live, Sheffield S11. O2 regularly averages less than 100kbps whilst T-mobile got over 1600 kbps.In addition, I tried a Vodafone sim a couple times. I could hardly get a strong enough signal to make a voice call, so I didn’t bother testing data speed.

My gosh I know exactly where you are coming from. My mother calls me I swear every thursday asking how to you send an email again dear.. I tell her to go over to the White Shelves near the window and pick up the scrap book and read the instructions I had to write as I am soooo sick of telling them the same thing over and over again.

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of course if you didn’t like the tune, you’d have an incentive to speed up.


“You see something that looks like a coffee cup? I have no idea what that is.”
Your grandma does Java.

BTW. Is that a hidden message

For some reason I didn’t like Ubiquity either… sorry? :-/

Nice post Aza. Call me old-fashioned, but I believe there are tasks which we don’t have to run thru this test. Try to get your grandma add an exception for the saved passwords feature in Firefox…
This is what great tutorials with screenshots or screencasts are for. Just send her a link (thru a simple to use program of course), and follow along with her.

Another concept which helps remote support tremendously is error coding, only problem is most of the time we don’t run into errors but just don’t know how to use a feature. But again, that’s the role of a good documentation.

To conclude, I don’t think everything should be made grandma-proof (even if Office 2007 was a huge step forward); But anything should be easily Googlable™.

My first reaction to the entire post was, “Well of course it’s control-V! People use copy and paste so often the shortcuts have to be next to each other!”

i think its very easy..

And then I realized that it’s not all people, it’s only people (like me) who have to transfer images/data between multiple programs all. the. time.


My first reaction to the entire post was, “Well of course it’s control-V! People use copy and paste so often the shortcuts have to be next to each other!”

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There is a good reason why innovative products seem to flow out of Apple like water from a faucet. Although they may begin with Steve Jobs’s vision, they are due to the way the company is organized. Whereas many companies have siloed divisions that separate user interface designers and hardware designers, at Apple they work together to create holistic products.

One of the design heuristics we use at Mozilla Labs, especially as we work to create a more invisible browser, is the “Over-the-Phone test”.

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Nice post Aza. Call me old-fashioned, but I believe there are tasks which we don’t have to run thru this test. Try to get your grandma add an exception for the saved passwords feature in Firefox…

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At every step something can go wrong, your mental model can get out of sync

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Servicio Tecnico Daewoo. La garantia legal para los productos nuevos es de un minimo de 2 años, y dentro de este plazo, cualquier reparacion por defecto sera gratuita para el cliente.

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De esta forma le podemos ofrecer un servicio exclusivo; tenemos profesionales expertos en cada uno de los electrodomésticos que sólo se dedican a reparar e investigar sobre éstos. En el Servicio Técnico Siemens en Massoteres recomendamos que ante una vería de su aparato actúe con cautela, ya que puede empeorar el estado de este y encarecer la reparación. Informamos que no atendemos averías de aparatos en periodo de garantía, no somos servicio técnico oficial Siemens en Massoteres, sino que ofrecemos nuestros servicios para su reparación. Pues de tener menos de dos años, se deriva al servicio técnico oficial en Parla, que son los que cubren la garantía de la lavadora.

In this composition a dozen day workers and a worker working in an orchard of palm trees, pick dates and mature – Sorolla purposely waited to capture them not green – and have an orderly in round baskets. Hace unos días se dio a conocer que Aguilar Íñiguez, director de la Policía Ministerial del Estado de Sinaloa, no fue aprobado por la Evaluación de Control y Confianza y, de acuerdo con la Ley General del Sistema Nacional de Seguridad Pública, debió haber sido despedido desde el pasado el 31 de octubre. Asimismo, el Banco de España intervino al Banco de Madrid, propiedad en su totalidad de BPA, tras las investigaciones iniciadas por el Departamento del Tesoro estadunidense.

Nuestros técnicos en MELILLA tienen amplia experiencia en el servicio al cliente, y son conscientes de la necesidad de reparar su frigorífico con rapidez y eficacia. Si su aparato de frío, nevera, congelador frigorífico tiene una averia falla cualquiera de sus componentes, no dude en llamarnos para solicitarnos asistencia técnica. Los técnicos de reparacion de frigoríficos, llevan consigo todos los repuestos y materiales necesarios para una correcta reparacion de su frigorífico, el mismo día de su llamada. Nuestro objetivo como empresa es ofrecer al cliente la solucion mas adecuada a sus necesidades en MELILLA. Si el cliente aprueba el presupuesto, en ese momento el técnico reparara la averia.

Disponemos de técnicos altamente cualificados en la reparación de Lavadorasde la marca Fagor, nuestra empresa cuenta con mas de 35 tecnicos para la reparacion de cualquier averia que pueda presentar su Lavadoras en Leon. Además, Frigicoll es fabricante de equipos de refrigeración para transporte, gracias a un acuerdo de Joint Venture con Thermoking y forma parte del accionariado de la fábrica de aire acondicionado de Hitachi en las cercanías de Barcelona. Más de 20 años de experiencia en la reparación de aire acondicionado en Sevilla.

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En algunas zonas dentro del casco urbano de Madrid se cobrara Parquing, por la imposibilidad de aparcar en la calle. Si necesita de nuestros servicios profesionales a domicilio, para cualquier averia en sus electrodomésticos instalación eléctrica, rellene el siguiente cuestionaroio y le atenderemos a la mayor brevedad posible. Por favor indiquenos en el espacio de comentarios la MARCA, MODELO, y AVERIA SINTOMA que nota al aparato, tipo de instalación que necesita. Real Decreto 1801/2003 , de 26 de diciembre, sobre seguridad general de los productos (legislación consolidada).

Lo mando en garantía al servicio técnico a través de una tienda de Orange y me lo devuleven hoy y me dicen que el terminal no se repara por que está mojado, me he quedado así :oh:. Decido recorrer todo Madrid para ahorrarme el envió y cuando consigo llegar me dicen que se les acaban de agotar. Pero para ellos ya era escusa y por más denuncias que les puse en la OMIC no cedieron.

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Y es que siempre cuando tiene una avería ha de recurrir a un profesional que ofrezca la garantía de que esa avería va a a ser solucionada y que le pueda aconsejar del estado general en que se encuentra su caldera, calentador, electrodoméstico aparato de aire acondicionado para poder prevenir futuras averías y mantener la seguridad de su correcto funcionamiento.

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Lo dejo en garantia al servicio tecnico, con mi mosqueo consiguiente, y sigo esperando a que me lo devuelvan, y me parece que eso no va a pasar, porque ahora nadie quiere saber nada de quien lo envio al servicio tecnico, que puedo hacer para reclamar, tengo la hoja de entrega, pero parece ser que para ellos eso no vale nada. Daros un canto al diente de que os lo envian al servicio tecnico del fabricante que ni lo tienen que hacer ellos, hay una ley muy bonita que define esto. Han perdido un buen cliente: Amazon lo vende un pelo más caro, pero parecen más serios.

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Todas las habitaciones del Hotel son amplias, dotadas de servicios privados con bañera ducha, secador de pelo, frigorífico, teléfono, TV y SAT, conexion internet alta velocidad, aire acondicionado y tienen un aislamiento acústico muy eficaz. La verdad que tuve una buena estadia en Roma y el Hotel fue fundamental , la habitacion , el servicio , la recepcion todo hizo sentirnos bien. Qurido Silvio….todavía resuenan en mis oídos las melodías del último concierto en Madrid, un 18 de noviembre del año 2007. No, no, en ese caso mejor en Houtosn TX y asi no tendre que viajar tantas horas en bus hasta orlando.

LLámenos, y responderemos todas sus dudas consultas, como técnicos cualificados oficiales de la marca General Electric le informaremos en detalle sobre la mejor solución a tomar sobre la pieza indicada que su frigorífico necesita como recambio. Disponemos de una flota de vehículos con la mejor equipación, nos desplazamos sin problema hasta su hogar y analizamos en el momento la mejor solución para la reparación de su nevera frigorífico. Pondremos a su disposición un gran conocimiento técnico que le ayudará a obtener el servicio que precisa para sus electrodomésticos.

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Empresa especializada en la venta de Electrodomésticos, Servicio Técnico de Reparación e Instalación de Electrodomésticos en la Comunidad de Madrid. Es por eso que sólo contratamos técnicos licenciados que están capacitados y con experiencia en todas las reparaciones de electrodomésticos y no sólo para hacer bien el trabajo, si no también muy rápido! Nuestra máxima prioridad para minimizar las molestias de un electrodoméstico roto para conseguir ponerlo en funcionamiento en el menor tiempo posible.

ASEMpresarial, empresa mexicana con más de 10 años de experiencia dedicada al mantenimiento correctivo y preventivo de equipos de refrigeración comercial e industrial, así como venta y mantemiento de equipos de oficina. ASEMpresarial ofrece pólizas de mantenimiento, ó bien, servicios de emergencia en un tiempo de respuesta máximo de 6 hrs. El mejor precio del mercado en equipos, instalaciones totalmente profesionales y estéticas, reparaciones realizadas con calidad y honestidad, mantenimientos preventivos y correctivos, además de pólizas.

Servicio tecnico de lavadoras en Pozuelo de Alarcón, nuestra enpresa nos dedicamos a la reparacion de electrodomesticos en general, y estamos especialicados en la reparacion de lavadoras de todas las marcas, si se le ha averiado la lavadora no duden en conectar con nosotros, reparamos lavadoras en el dia, reparamos electrodomésticos de todas las marcas.

Prestamos servicio de reparación de electrodomésticos en Madrid a particulares y empresas, un servicio técnico de calidad en base a una cuidada atención al cliente donde la satisfacción del mismo es lo más importante, ofrecemos la instalación, mantenimiento y reparación de electrodomésticos en Madrid a los mejores precios, comprobado.

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Desde nuestro Servicio Técnico le garantizamos el óptimo tratamiento de su electrodoméstico , así como el uso de recambios. Confirmado, si nos llama en el momento en el que le aparezca una avería inconveniente con su electrodoméstico, su rápida y perfecta reparación está asegurada. Este es nuestra firma de calidad, confíe la reparación de su electrodoméstico a los profesionales más preparados y especializados en su modelo de electrodoméstico. Descubra nuestra destacado empresa con más de 24 anos de experiencia en la reparación de electrodomésticos. Sepa cómo ahorrar dinero y tiempo con nuestro SERVICIO TÉCNICO de reparaciones de electrodomésticos.

Disponemos del servicio técnico más eficaz y económico de reparacion de secadoras en la Comunidad de Madrid. Para ello contamos con una selección de profesionales altamente cualificados, con experiencia en diferentes servicios oficiales, que desarrollan su trabajo con la mayor eficacia.

Desde neveras hasta aire acondicionado; y pasando por lavadoras, secadoras y lavavajillas, entre otros muchísimos aparatos. Con todo ello, conocemos a Siemens como una de las mejores marcas de electrodomésticos que existen en la actualidad. Nuestro servicio de reparación oficial en Madrid solucionamos todo tipo de averías en cualquier modelo de lavadoras Siemens. Además, los últimos modelos de lavadoras Siemens están dotados del motor iQDrive, totalmente silencioso y eficaz.

Nota: Este epígrafe comprende la preparación de leche condensada, concentrada evaporada y leche en polvo, así como la elaboración de lactosa, sueros y otros productos a base de leche en conserva. Abarca las conservas en vinagre, aceite, salmuera, ácido acético, alcohol, etc., así como la limpieza, clasificación y envase de frutas y otros productos vegetales. Se incluye en este grupo la actividad de los barcos-factoría que no se dedican simultáneamente a la pesca. Epígrafe 416.2.- Productos residuales de la preparación y conservación de pescado y otros productos marinos. Experiencia mínima 1 año, buena presencia, relaciones humanas, servicio al cliente.

Advertencia 1: La distancia entre los parterres árboles y el cable perimetral es de 35 cm; sin embargo, en el caso de los estanques, la distancia que deberá dejarse es de 70 cm. Advertencia 2: La distancia entre el cable que delimita los distintos objetos del área de césped debe ser de al menos 1 m. Para cortar de manera eficiente, el Indego traza un mapa del contorno del área de césped y la ubicación de los objetos que haya en ella (árboles, parterres, estanques, etc.), marcados con el cable perimetral durante la instalación. Nuestros técnicos están especializados en la reparación de secadoras BOSCH de todo tipo.

Cuando aprendamos a comprar tomando en cuenta primero el servicio post venta antes que el producto por si solo, las verdaderas buenas marcas se ponen las pilas que desaparezcan, saludos. Ay sony sony, no se en que momento dejaste de ser una compañía prestigiosa para convertirte en una mediocridad con un servicio tecnico que apesta a incompetencia, mala educación y perdida de tiempo. No compreis SONY para gastar más siempre hay otras casas mejores en todos los aspectos que esta. Ademas sus técnicos no está capacitados y los escojen en paises sudamericanos a los que pagan una miseria y les dan funciones que no les corresponden. Equipamiento Interior de Furgonetas para Profesionales, Empresas y Servicios Técnicos.

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Las marcas y logos de cada servicio técnico expuestos en este sitio web son propiedad de sus titulares y están protegidos por las leyes del copyright. Servicio Técnico Multi-Marca de Reparaciones e Instalaciones de calderas de Gasoil en la sierra norte de Madrid. Reparacion de Calderas, termos, calentadores y todo tipo de sistemas de calefaccion por tecnicos calderistas en Madrid. Reparacion de Calderas Majadahonda Madrid es una empresa de instaladores de calderas en Majadahonda.

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Siemens, la marca líder en innovación y tecnología, tiene el compromiso de fabricar los electrodomésticos que menos consuman y traslada ese compromiso a todas las áreas de la empresa. Cuando se avería un electrodoméstico, principalmente si ya está fuera de garantía, al usuario se le plantea la disyuntiva de si llamar al servicio técnico oficial a otro que, a priori, cree que le puede resultar más barato … aunque en la mayoría de las ocasiones, lo barato acaba saliendo caro. Y como parece ser que este es el factor determinante, Siemens ofrece unas tarifas tan competitivas que si el usuario encuentra un servicio técnico que realice la misma reparación de manera más económica, Siemens devuelve la diferencia del precio.

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Hola amigo; en la teoría que planteas al principio sobre la suma de capacidades, tienes un error de concepto. Cuando se colocan condensadores en paralelo se suman las capacidades y no como indicas, que la suma es en cuando se colocan en serie. Los condensadores en serie no suman sus capacidades, la capacidad resultante es Cr=(C1C2)/(C1+C2), colocados en serie si suman los voltajes. No entiendo su pregunta, si busca el reemplazo del R12 puede utilizar el Genetron MP 39, es la mejor opción.

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Whats up are using WordPress for your site platform?

I’m new to the blog world but I’m trying to get
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Es mejor si piensas en lo que otros pueden decir en lugar de tener una reaccion visceral sobre el tema. Piense en ajustar su propio proceso de creencias y en darle a otras personas que lo lean el beneficio de la duda.

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If your friends have ever got it into their heads that you might be good at technology, I’m sure you’ve found yourself trying to explain some aspect of computing over the phone. Probably something trivial and difficult to explain. I give you my condolences. Trying to troubleshoot a GUI over the phone is like giving driving directions to train conductor.


Why users still use to read news papers when in this technological world everything is accessible on net?

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