Stories in Design: When to (And Not to) Tell One

Earlier today, we were trying out our new system in the office, and tried to push the screen from an iPad to the TV. Although we all knew that it was possible, only one of us knew how easy it was. Had he not known the way to access the right button, our office story of Apple's ease would have been one of frustration and confusion.

I dare say that Apple's success is not it's magically intuitive design, but how easy it is to share the stories of how to use the product. How a lack of a user manual forces people to ask each other how to use it, and how a user feels as though they own the product after figuring out how to get email on their phone.

No manual means easter egg stories from a co-worker who tells you that the thing your holding has always had a button you never knew existed…. no manual allows the user to grow into a product without the overload.

No manual also means fewer words, and as any researcher can tell you, when every company has their own word for the same thing, words can hurt as much as they help. Our need to control our environment sometimes keeps us from actually interacting with it. So. How does this relate to story? If the button means nothing without the story behind it, how is it that not telling the user about the button can work?

What apple has done in removing the manual, is removed the jargon…..allowed the user to create their own story, mapping out the functions of their products that are most often used in obvious ways and listening to heavy users, creating hidden keys… a story to dive deeper into for those who choose to do so.

Apple has created a game, letting anyone start at level one- and enabling long time users to stretch their Mac skills- all but forcing new users to ask veterans how to do something only reinforces the game.

The question, now, is what happens when everyone knows how to use an apple?