Windows98

Problem Description

Windows98 has some internal problems that cause it to crash on a regular basis. When it crashes, I usually spend at least 10 minutes trying to shut things down properly, but I inevitably end up pushing the computer's "Reset" button, which restarts the computer. Restarting the computer in this manner forces Windows98 to do a thorough checkup to make sure nothing was fatally damaged. From the time of the crash to the time when the system is back up can be a total of 25 minutes.

HCI Analysis

When Windows98 crashes, it should obey Cooper's (1995) principle of "The program must inform the user when it gets stupid." The only indication of a problem before a crash is that performance goes down quickly. After a time, the system will not respond to most normal commands.

A novice user would be completely stuck at this point. The system doesn't provide good visibility (Norman, 1988). However, expert users aren't much better off. An expert user knows that he can press CTRL+ALT+Delete to get the shutdown dialog box. This dialog gives the user three options: end a task (ie. close a program), shut down the system, or cancel (go back to a crashed system).

The option to shut down the system seldom works at this point, and when it does work, it takes long enought that it gives the impression of not working. If the designers had followed through on Apple's (1992) principle of feedback, the user would know when to wait and when to give up.

The other seemingly-useful option, to end a task, is very similar to the system shutdown option. When it is sucessful in shutting down a task, it takes a very long time. If feedback is given, it is far from immediate.

(Note: there are no pictures available for this diary entry, because Windows98 disables a lot of functionality when it gets confused, including the ability to capture portions of the screen as graphics.)

Recommendation

Windows98 should be able to detect when problems are occuring, and shut down the offending application (Windows95 did a fairly good job of this). Once shutdown of the entire system is necessary, it should suspend any other activity and concentrate on shutting things down properly.

Proper feedback during shutdown is a must. During normal shutdown, the user sees a screen that simply says "Preparing to shut down." This screen could easily be changed to display the active processes, and their progress in being shut down.

References

Apple Computer (1992) Macintosh Human Interface Guidlines. Addison Wesley. [Chapter 1]

Cooper, A. (1995) About Face: The Essentials of User Interface Design. IDG Books Worldwide.

Norman, D. (1988) The Psychology of Everyday Things. New York: Basic Books [Chapter 2]

rscherle@cs.indiana.edu

Last modified: Fri Mar 26 13:53:51 EST 1999