设计与产品javlaskitsystem.se
服务员在电脑屏幕上做什么？（2012）
What’s the waiter doing with the computer screen? (2012)
2012 — 2018，它一次次回到首页
黑点是上首页（≥ 50 分）的那次投稿，空心点是没冲上去的投稿，点越大分数越高。
导读
文章从服务员在电脑屏幕上用白板笔写字的现象切入，讨论餐厅预订/点单系统的可用性问题，以及用户为何常常坚持旧习惯。它强调要真正理解系统怎么被使用，需要到现场观察真实用户，而不是只按设计者设想的流程来做。
为什么经久不衰：它触及软件设计中经久不衰的议题：可用性、用户习惯、灵活性与流程设计的冲突，以及现场观察真实需求的重要性，今天读来依然切中要害。
HN 评论精选
POS 系统很难让所有餐厅满意；用户常坚持旧习惯，即使新系统更简单。
我曾为一家做餐饮 POS 系统的公司工作。要让所有人满意极其困难。每家餐厅、酒吧、咖啡馆都有自己的做事方式，都希望我们的系统照做。我们定过一些规则：每天使用超过几次的功能，从主屏幕出发不超过 3 次点击；也大量拜访客户。如果 POS 终端周围贴满便利贴，那总是危险信号，说明系统没做对。一个重要收获是：人们喜欢坚持旧方式，即使有更简单的新方式；就算把改预订改成只需一次点击，他们可能还是用白板笔在屏幕上写，因为一直如此。盲目模仿在非技术用户中很常见，技术用户中也不少见。
toomanybeersies查看英文原文
I used to work for a company that made a POS system for hospitality. It was incredibly hard to make everybody happy. Every restaurant and bar and cafe had their own way of doing things, and wanted our system to do it that way. We did have a few "rules" that helped make the system easier to use and to avoid stories like this. We tried to ensure that nothing that was used more than a couple of times a day was more than 3 taps away from the main screen. We also did a lot of visits to our customers. If there were sticky notes around the POS terminal, that was always a red flag that our system wasn't doing something the right way. One important take away from my time at the company, where we worked fairly closely with our customers, is that people love sticking to the old way of doing things, even if there's an easier, new way to do it. If you changed this system to only require one click to change bookings, they'd probably still use a whiteboard marker on the screen, because that's the way they've always done it. Cargo culting is incredibly common for non-technical people using technology, and even fairly common for technical people.
最灵活的软件（如 Excel、白板）让用户自由操作，比僵化流程更有用。
一个关键点文章没有直接提到：UX 设计师，尤其做定制商业方案时，往往对用户流程有相当僵化的概念。但最有用、久经考验的软件往往最灵活，能赋予用户随时按自己想法操作的能力。白板的强大不在于它不是软件，而在于无限灵活、容易操作。Excel 是绝佳例子：它不预设特定流程或用户故事，而是给你工具记录和操作大量数据，不管数据是什么、什么形状，无需写代码。更多设计师应该记住这一点。
_bxg1查看英文原文
I think one key takeaway which isn't directly mentioned in the article is that UX designers, especially on custom-built business solutions like this one, tend to have a pretty rigid concept of the user flow. But the most useful and time-tested pieces of software tend to be the most flexible; the ones that empower users to do what they want, when they want, on-the-fly. That's what's so powerful about a whiteboard; not the fact that it isn't software. They're infinitely flexible and easy to manipulate. Excel is an (eghem) excellent example of this concept in software, as pointed out by another commenter here. It doesn't presume a particular flow or even a particular set of user stories. It gives you the tools to record and manipulate large amounts of data, no matter what it is or what shape it's in, without writing code. That's a powerful concept and one that more designers should keep in mind.
许多餐厅用玻璃板盖打印座位图记录预订；核心是现场观察真实用户。
这让我想起以前在 CRT 显示器上画图，因为说明 UX 改动比用鼠标或改代码更快。我知道附近很多餐厅用一块玻璃盖在打印出来的座位图上，记录预订和哪些桌子空着/准备好入座。这篇文章把重点埋没了，最重要的收获在列表最后第 6 条：要真正了解什么对用户重要、系统实际怎么用，你需要在现场观察真实用户。
throwaway2016a查看英文原文
Reminds me of when I used to draw on CRT monitors because it was quicker to illustrate UX changes than to use the mouse / change code. I know a lot of restaurants around here that use a sheet of glass placed over a printout of the seating chart to record reservations and which tables are clear / ready to be seated at. This article buries the lead, the most important takeaway is at the end of the list at #6: > to really find out what’s important to the users, and how a system is actually used, you need to observe real users, in the field.
餐厅预订系统设计挑战大；后厨点单触摸屏信息密度高、效率高，是良好设计反例。
我花了两年构建这类系统之一（rez.urbanspoon.com）。它跑在 iPad 上，我相当确信它在可用性上是市场领先的。这里很多回复把这说成是愚蠢傲慢的程序员不费心理解用户需求。并非如此；真正的挑战是设计难度很大——想想高端日历加库存管理，但每次单手使用 5 秒钟。而且餐厅不是靠设计卖出去的，而是靠营销和餐桌优化，Live Bookings 在这方面确实不错。一个好的反例是餐厅后厨系统，就是服务员点单用的触摸屏。下次外出吃饭，注意其高信息密度，以及服务员能在 3 秒内为六人桌输入整个订单。它们看起来丑并不重要——很多设置设计得很好。
phil查看英文原文
I spent two years building one of these systems (http://rez.urbanspoon.com). It runs on the iPad and I'm pretty confident it's the market leader in terms of usability. A lot of the responses in here make it out like this is about stupid arrogant programmers who didn't bother to understand anyone's needs. That's not true; what's really going on is that the design challenges are significant -- think high end calendaring plus inventory management, but used one handed for 5 seconds at a time. And design is not how restaurants get sold anyway -- they get sold on the marketing and table optimization stuff, which Live Bookings is actually pretty good at. A good counterexample to look at are the back of house systems restaurants use. That's the touch screen they plug your order in to. Next time you're out to eat, notice the high information density and the fact that your server can key the entire order for your party of six in like 3 seconds. The fact that they all look like ass is not really relevant -- a lot of those setups are very well designed.
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