Some friends have been using Trillian to cover all their IM (instant messaging) accounts with a single application. I really like Trillian as an idea, but the default user-interface (UI) appearance has some problems.
The default Skin is unclear in presenting function: there are random-looking pips to denote each service's connection status. Connected, there is a solid colored dot; each dot represents a subscribable service (even if the user has no account for the service it represents). If it fails to connect, it leaves the pip as an outline that isn't significantly different in tone than its background. It's hard to see, as well as being very arbitrary. I'm guessing the icons of each individual service are trademarked, but why not default to a text name for each service? Parts of the UI are so far outside the "UI canon" to be counter-intuitive. The little globe in the lower-right corner of the main application window? That's a button. It's the button to summon the menu to access most of the program's options. Now, one could claim that Internet Explorer and Netscape/Mozilla have their vanity-icon in each browser window, and pressing it will bring users to the maker's site. However, that vanity-icon isn't intrinsic to operating the browser, but the globe-button is critical. And it doesn't launch a window with information, it summons a menu. That's just... wrong. I worry that their UI designer may have been supping at the Kai's Kool Aid buffet.
The upper-right corner, where other Windows apps have the Minimize/Restore/Close buttons, Trillian has a green thing that looks something like an "Eject" icon. It will minimize the palette to the Task tray, where the app resides. To close this application, users have to right-mouse-click the Task Tray icon, then choose "Exit." Or the user has to know about the Globe Button. The app runs in the Task Tray, not in the Task Bar itself; if you want to find it, even while the application palette is active, it's there in the Tray. If there is an open window for an application, I want an item on the Task Bar to be able to mess with it. Messing about with Tray items is an intermediate-level user thing; I worry that many people can never turn the thing off.
Many of these issues can be cleaned up by installing a skin. I like "Aikon2: LCD," which replaces the Globe thing with something that looks like a button. If there's a skin that had a button that said "MENU," it'd probably get my vote for least offensive compromise. Aikon2 also uses each service's unique icon next to each buddy, so you know what they're on, and shows a similar button for each service in kind. Cerulean should consider changing their default to incorporate some of this.
Still, I found this really smart:
To be clear, I only installed Trillian to be able to walk friends through some of the more challenging steps in getting Trillian up-and-running, like installing a Skin that let's them understand what the program actually does.
One thing I had hoped to help them find is the "Allow users to see: 'when I'm typing'" but the free version doesn't have that option. It only shows a checkbox for "how long I've been idle." What's more disturbing from a UI and missed sales perspective, is that the free version doesn't make clear that the option will appear if you pay for the full version. What else am I missing? The site doesn't make it clear, nor does the free version. US$25 is a very reasonable fee, but I do all my IMing in iChat (which is sweet beyond words).
The default Skin is unclear in presenting function: there are random-looking pips to denote each service's connection status. Connected, there is a solid colored dot; each dot represents a subscribable service (even if the user has no account for the service it represents). If it fails to connect, it leaves the pip as an outline that isn't significantly different in tone than its background. It's hard to see, as well as being very arbitrary. I'm guessing the icons of each individual service are trademarked, but why not default to a text name for each service? Parts of the UI are so far outside the "UI canon" to be counter-intuitive. The little globe in the lower-right corner of the main application window? That's a button. It's the button to summon the menu to access most of the program's options. Now, one could claim that Internet Explorer and Netscape/Mozilla have their vanity-icon in each browser window, and pressing it will bring users to the maker's site. However, that vanity-icon isn't intrinsic to operating the browser, but the globe-button is critical. And it doesn't launch a window with information, it summons a menu. That's just... wrong. I worry that their UI designer may have been supping at the Kai's Kool Aid buffet.
The upper-right corner, where other Windows apps have the Minimize/Restore/Close buttons, Trillian has a green thing that looks something like an "Eject" icon. It will minimize the palette to the Task tray, where the app resides. To close this application, users have to right-mouse-click the Task Tray icon, then choose "Exit." Or the user has to know about the Globe Button. The app runs in the Task Tray, not in the Task Bar itself; if you want to find it, even while the application palette is active, it's there in the Tray. If there is an open window for an application, I want an item on the Task Bar to be able to mess with it. Messing about with Tray items is an intermediate-level user thing; I worry that many people can never turn the thing off.
Many of these issues can be cleaned up by installing a skin. I like "Aikon2: LCD," which replaces the Globe thing with something that looks like a button. If there's a skin that had a button that said "MENU," it'd probably get my vote for least offensive compromise. Aikon2 also uses each service's unique icon next to each buddy, so you know what they're on, and shows a similar button for each service in kind. Cerulean should consider changing their default to incorporate some of this.
Still, I found this really smart:
Trillian Pro costs $25 USD. For your money, you receive:In some ways, this seems to be the model that Linux distributions have, right? Pay for the support, but the s/w itself is free? Considering the guiltless abandon with which Microsoft drops support of their OS's, why don't they move to this model? Sell the licenses as a one-year deal: upgrades are included, patches are included, help is available, and when the time period's up, you don't have to pay, you just don't get any further changes; users keep what they've got: OS by subscription.Caveats: No refunds for any reason - this includes, but is not limited to, dislike of the product, the product not working on your system, etc. Make sure to try our free software before purchasing Pro.
- A copy of the software, including patches and upgrades during your subscription period (1 year).
- Full technical support via an e-mail ticketing system for 1 year after your purchase date.
In a nutshell, you get to keep whatever you purchase for the rest of time - after the year ends, you can no longer continue to download major upgrades or utilize the technical support system unless you extend your support package with us. If you don't need support and don't want the upgrades, you can use your copy as long as you wish.
To be clear, I only installed Trillian to be able to walk friends through some of the more challenging steps in getting Trillian up-and-running, like installing a Skin that let's them understand what the program actually does.
One thing I had hoped to help them find is the "Allow users to see: 'when I'm typing'" but the free version doesn't have that option. It only shows a checkbox for "how long I've been idle." What's more disturbing from a UI and missed sales perspective, is that the free version doesn't make clear that the option will appear if you pay for the full version. What else am I missing? The site doesn't make it clear, nor does the free version. US$25 is a very reasonable fee, but I do all my IMing in iChat (which is sweet beyond words).
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