本文为《About Face 4》Part II: Designing Behavior and Form/CH 8: Digital Etiquette第一部分读书笔记，书籍从16个方面谈论了设计Considerate Products的准则，本文是关于这一部分的读书笔记与个人思考。
Considerate products take an interest
A considerate friend wants to know more about you. He remembers your likes and dislikes so that he can please you in the future. Everyone appreciates being treated according to his or her personal tastes.
Remembering humans’ actions and preferences is one of the best ways to create a positive experience with a software-enabled product.
目标用户群不是克隆人军团，每个人都有自己独特的个性与偏好，一个体贴的朋友会清楚地记得你喜欢和讨厌的东西，而体贴的产品也是如此。就像Google Now，它能基于搜索偏好、地理位置等信息推送用户当前可能感兴趣的卡片，而不是提供千篇一律的内容让用户选择。
说到这里我想起了一些从火爆到冷却的智能机器人产品，它们一开始抓住了用户好奇、空虚、无所事事的心理状态，很多人会花上大量的时间来与机器人对话，但用久了后也就是那些回复方式（除非不断设计推出新的场景功能对话模式来刺激用户的兴趣），并不会因为人本身的个性、偏好而有什么不一样的变化。看网上一些网友截的和机器人的对话图，用户已经非常生气、不耐烦地指出机器人的回答不是自己喜欢和想要的，机器人却还在自顾自地说话或者回骂，而不是取悦用户（当机器人被用在服务场景里、核心目标是帮用户解决问题时，这会造成非常差的体验，反正我是再也不敢把小冰绑定到自己的微信订阅号上了……），语气上可能非常接近真人，但却不怎么友好、体贴、个性化，用户也难以像喜欢真人一样喜欢上它，而更多将其当成无聊时调戏的对象。
Considerate products are deferential
Inconsiderate products supervise and pass judgment on human actions. Software is within its rights to express its opinion that we are making a mistake, but it is presumptuous for it to judge or limit our actions.
体贴的产品态度是恭敬的，错误难以避免，产品可以进行解释和引导，而不应简单粗暴地对此进行评判和限制。
在产品设计过程中，错误场景是必须考虑到的一点，如Web端的404，移动端的各种网络错误状态等，还有一些因为用户操作而产生的错误。但是很多产品经理和设计师在这方面考虑不够周到（我最近就在这块踩了不少坑），于是用户只会一脸迷惘地知道遇到了错误（甚至错误提示都没有，就是一片不友好的空白），却不知道原因是什么，应该如何解决。体贴的产品会用恭敬的文案告知用户出现了什么错误、为什么出错、什么操作可以避免出错，而不是简单粗暴地让用户就此止步。
Considerate products are forthcoming
Most software doesn’t attempt to provide related information. Instead, it narrowly answers the precise questions we ask it and typically is not forthcoming about other information, even if it is clearly related to our goals. When we tell our word processor to print a document, it doesn’t tell us when the paper supply is low, or when 40 other documents are queued before us, or when another nearby printer is free. A helpful human would.
一个好的服务员不会满足于只回答顾客当前的问题，而通常会提供更多有用的相关建议。体贴的产品也是如此，在响应用户发出的指令时，也提供更多和用户目标有关的信息咨询与帮助。
但是这不应该干扰到用户当前最关注的操作，曾经的Office助手就是一个反例，它在用户当前并不需要帮助的时候很突兀和干扰人。辅助信息应该在需要用到的时候才出现。
Considerate products use common sense
Offering inappropriate functions in inappropriate places is a hallmark of poorly designed interactive products. Many interactive products put controls for constantly used functions right next to never-used controls.
体贴的产品应该是具备常识的，而不是让不合适的功能在不合适的地方出现。前段时间很多人喷Navigation Drawer/Slide Menu，我觉得并不是这个交互本身不好，而是被不分场景地滥用了，一些产品经理和设计师把各种内容不分青红皂白地丢进去，而完全忽视这些内容之间的优先级和使用频率差异，经常使用和完全不用的功能入口发现与操作成本完全一样，自然也就拉低了产品的使用体验。
Considerate products use discretion
Generally speaking, we want our software to remember what we do and what we tell it. But there are some things our that software probably shouldn’t remember unless we specifically direct it, such as credit card numbers, tax IDs, bank accounts, and passwords. Furthermore, it should help us protect this kind of private data by helping us choose secure passwords, and reporting any possible improprieties, such as accounts accessed from an unrecognized computer or location.
体贴的产品应该具备判断力，比如知道什么该记住、什么不该记住，而不是用同一套处理逻辑应付所有的场景。支付宝钱包更新后去掉了启动页的手势，这应该是出于方便新增的“朋友”功能的考虑，毕竟谁也不喜欢每次进入聊天界面前还要解一次锁；但对“财富”功能就不适用了，结果就引发了很多用户对于账户安全的担心、抱怨和吐槽。
Considerate products anticipate people’s needs
A human assistant knows that you will require a hotel room when you travel to another city, even when you don’t ask explicitly. She knows the kind of room you like and reserves one without any request on your part. She anticipates your needs.
体贴的产品能预见用户的需求，猜测出你想要什么并体现为之做好准备。如Google Now在提供前往目的地的登机卡片的同时，还会同时推送目的地的景点、天气、相关网站信息，好的产品能够预见到用户可能还会想要什么。
Considerate products are conscientious
A conscientious person has a larger perspective on what it means to perform a task. Instead of just washing the dishes, for example, a conscientious person also wipes down the counters and empties the trash, because those tasks are also related to the larger goal: cleaning up the kitchen.
体贴的产品具有责任心，我们知道Mental Model的概念，产品应该清楚用户更大的目标是什么，设计上更接近用户的Mental Model，而不是机械地理解和执行。
书中举了一个典型的反例：“If we rely on a typical word processor to draft the new sprocket contract and then try to save it in the MicroBlitz folder, the application offers the choice of either overwriting and destroying the old widget contract or not saving it at all.”，产品认为如果两个文件重名就意味着要扔掉旧的，但采取其他方式也许更好，比如允许保存的时候对重名的旧文件重新命名。
Considerate products don’t burden you with their personal problems
At a service desk, the agent is expected to keep mum about her problems and to show a reasonable interest in yours. It might not be fair to be so one-sided, but that’s the nature of the service business. An interactive product, too, should keep quiet about its problems and show interest in the people who use it.
产品在执行过程中会遇到一些问题，但大部分用户对此并不理解、关心和感兴趣，体贴的产品会对此保持沉默和自行解决，而不是大张旗鼓地跳出来打扰用户。还记得那些令人烦躁的升级提示和错误弹框吗？
Considerate products keep you informed
Although we don’t want our software pestering us incessantly with its little fears and triumphs, we do want to be kept informed about the things that matter to us.
Nobody interrupts us to tell us this information: It’s there in plain view whenever we need it. Software, similarly, can provide us with this kind of rich modeless feedback about what is going on.
但是适当的反馈提醒仍然是有必要的，让用户知道发生了什么，比如说非模态的反馈，它提醒了用户，但不会造成过多的干扰。
Considerate products are perceptive
Perceptive software observes what users are doing and uses those observations to offer relevant information.
Products should also watch our preferences and remember them without being asked explicitly to do so. If we always maximize an application to use the entire available screen, the application should get the idea after a few sessions and always launch in that configuration. The same goes for placement of palettes, default tools, frequently used templates, and other useful settings.
体贴的产品能够察言观色，如果用户已经连续好几次进行了同一个设置操作，产品应该主动将其记忆下来，保留上一次的设置，而不是每次都要用户动手。
Considerate products are self-confident
Interactive products should stand by their convictions. If we tell the computer to discard a file, it shouldn’t ask, “Are you sure?” Of course we’re sure; otherwise, we wouldn’t have asked. It shouldn’t second-guess us or itself.
体贴的产品具有主见，而不是不断向用户确认。事实上，确认的操作并不一定能让用户意识到需要谨慎应对这次操作，看看有多少在退出word时提醒是否保存时点了否的例子就知道了。
知乎上有段时间讨论过删除前确认和删除后撤销两种交互哪个更好，主流答案是倾向于后者的，具体参见http://www.zhihu.com/question/24298437，不过这仍需要根据具体的场景来取舍，不能一概而论。
Considerate products don’t ask a lot of questions
Inconsiderate products ask lots of annoying questions. Excessive choices, especially in the form of questions, quickly stop being a benefit and instead become an ordeal.
Users really don’t like to be asked questions by products, especially since most of the questions are stupid or unnecessary. Asking questions tells users that products are:Ignorant，Forgetful，Weak，Fretful，Lacking initiative，Overly demanding。
体贴的产品不会频繁向用户提出一大堆问题，这会让用户觉得它是愚蠢、无知、健忘、烦人的。现在一些国产软件在被卸载的时候还要哭哭啼啼向用户发一大堆问题确认是否真的卸载，毫无疑问这令人烦躁。
Considerate products fail gracefully
When an application discovers a fatal problem, it can take the time and effort to prepare for its failure without hurting the user, or it can simply crash and burn.
Some well-designed software products, such as Ableton Live, a brilliant music performance tool, rely on the Undo cache to recover from crashes. This is a great example of how products can easily keep track of user behavior, so if some situation causes problems, it is easy to extricate yourself.
应用崩溃的情况并不罕见，但不该为此让用户承担数据上的损失。我还记得小时候用Windows 98总是蓝屏的噩梦，导致从小就养成了随时Ctrl+S的习惯，即使Office这些现在早就有了自动保存，崩溃后也能恢复到之前的状态。而在Web端，填写了一堆表单提交后一个错误全没了，辛辛苦苦写了一大段文字结果全被吞，这些经历也非常令人不愉快。
Considerate products know when to bend the rules
In a manual system, when the clerk’s friend from the sales force tells him that getting a particular order processed speedily means additional business, the clerk can expedite that one order. When another order comes in with some critical information missing, the clerk still can process it, remembering to acquire and record the information later. This flexibility usually is absent from automated systems.
One of the benefits of fudgeable systems is reducing the number of mistakes. By allowing many small, temporary mistakes into the system and entrusting humans to correct them before they cause problems downstream, we can avoid much bigger, more permanent mistakes.
体贴的产品不应拘泥于规则，而是具备一定的灵活性。许多APP总是一上来就要求用户注册和登录，但这真的有必要吗？让用户在未注册状态下先浏览应用内部，遇到需要注册的功能再进行注册和登录，是更人性化的做法。在还不知道你能提供什么的时候就先要求注册登录，会加大一部分新用户的流失。
Considerate products take responsibility
Too many interactive products take the attitude that “It isn’t my responsibility.” When they pass along a job to some hardware device, they wash their hands of the action, leaving the stupid hardware to finish. Any user can see that the software isn’t being considerate or conscientious, that the software isn’t shouldering its part of the burden of helping the user become more effective.
体贴的产品能承担责任，书中举了一个反例：当用户在打印过程中选择“取消”的时候，打印机并没有立刻终止，而是继续打印完之前缓存的一部分内容，再自鸣得意地告诉用户已经取消操作。用户不会关心这些，他只知道自己发出指令之后，机器没有立刻按要求执行。
Considerate products help you avoid awkward mistakes
If a helpful human companion saw you about to do something that you would almost certainly regret afterwards—like shouting about your personal life in a room full of strangers, or sending an empty envelope in the mail to your boss—they might take you quietly aside and gently alert you to your mistake.
Digital products should similarly help you realize when you are, for example, about to inadvertently send a text to your entire list of contacts instead of the one friend you were intending to confide in, or are about to send an e-mail to the director of your department without the quarterly report you mentioned you were enclosing in the text of your message.
体贴的产品能帮用户避免一些尴尬的错误。在职场中我们总能看到针对一些行为的指责：发送邮件忘了添加附件，把东西发给了不该发的人，昵称千奇百怪等；但实际上产品也该对此承担一些责任。同样的邮件应用，有的发了就是发了，有的则会在邮件里提到“附件”但并没有粘贴附件就发出去的时候，提醒用户是否忘了添加。QQ邮箱不受一些HR待见，因为它们经常会带上一个奇怪的昵称，让人觉得求职者不正式，但有些求职者对此其实并不知情，偶尔看了一下发件箱才恍然大悟，如果可以提前提醒用户在求职这些比较正式的场景里修改默认昵称，是不是会更好一些呢？
