There was one moment of brilliance, I was told, when a North American missionary visiting in Latin America was asked if clothing and sheets lasted longer in her first-world home. The question was not surprising and it reflected cross-cultural understanding: bedsheets and clothing in the U.S. can last for quite some time, while bedsheets and clothing in the host country wear out quickly, perhaps in a few weeks, and it is nickle-and-dime drain on none-too-deep pockets to keep replacing them. The question, perceptive enough, was a question about privilege and easy living.
The missionary’s response was astute. She thought for a minute, and then said that yes, sheets in her home area lasted much longer than several weeks if properly cared for… and continued to explain, in addition, what people wore when they were all bundled up for bitter cold. Winter clothing normally goes well beyond what is needed for modesty, and gloves, hats, and scarves (or, today, ninja masks) exist because on the very worst days every square inch of exposed skin will be brutally assaulted. The conversation ended with a slight degree of pity from people who only wore clothes for modesty realized that yes, as they had heard, bedsheets and normal clothing lasted much longer than several weeks, but there were some other price tags to pay. The missionary’s communication was in all sympathetic, human, and graceful.
Something similar may be said of the degree of IQ where you learn firsthand that being making other people envious is not a good thing, and where it happens more than once that you need to involve authorities or send a C&D letter for harassment to stop, and where others’ insecurities leave you socially skating on thin ice surprisingly often. Nonetheless, what may be the most interesting social lesson may have every relevance to “UX,” or User eXperience, and it has to do with what is called “theory of other minds“. The normal conditions for developing “theory of other minds” can run into difficulties, but there is something very valuable that can happen.
Theory of other minds,
Split into “theory of like minds”, and:
“theory of alien minds”:
A Copernican shift
One classic developmental step in communication is developing a “theory of other minds”, meaning that you relate to people as also having minds, rather than as some sort of thing that emits what may be inexplicable behaviors instead of acting out of human motives and beliefs.
Part of how the normal “theory of minds” develops is that children tend to give adults gifts they would like to receive themselves, such as colorful toys rather than books. At a greater stage of maturity, people can go from giving gifts they would themselves like to receive, to giving gifts they would not want as much themselves, but another person would. However, in normal development this is an advanced lesson. For most people, the baseline is assuming that most people think like them most of the time.
For outliers in some dimensions, this simple picture does not work. People start with the same simple assumption: that you can relate to people as basically thinking like you. But if you’re different enough, you’ll break your shins with this approach. Perhaps outliers communicate markedly better if they know one person who starts on the same page, but communication is harder.
The crucial distinction I would draw is between theory of like minds and theory of alien minds. Both theory of like minds and theory of alien minds relate to others as having minds. But theory of like minds is based on the assumption that other people think as you do. Theory of alien minds also really and truly relates to others as having minds, but it is based on a realization that you are not the center of the universe, others often do not think like you, and you need to build bridges.
“Theory of like minds” says, “Other people have minds that are basically just like mine.”
“Theory of alien minds” takes a step back, saying, “Other people have minds, and they have minds whether or not they’re basically just like mine.
This Copernican shift has every relevance to “Let’s not forget the user” disciplines in UX.
So what does a “theory of alien minds” really look like?
Let me provide several examples, before getting into what it has to do with UX:
Hayward has worked long and hard to communicate well.
Many people might guess that the features of his [giftedness] would bring benefits…
…but few guess how much.
The same kind of thing goes with excellent communication. When a friend came from out of town to live in a local apartment, quite a few friends gathered to help unload the moving van.
Hayward, asked for an assignment, expecting to be asked to carry something. Instead, for reasons that are still not clear, she handed him a leash and asked him to look after a dog she has introduced as not at all comfortable around men. And the dog very quickly moved as far away as his leash would allow. But Hayward worked his magic… and half an hour later, he was petting the dog’s head in his lap, and when he stood up, the dog bounded over to meet the other men in the group.
In another setting, Hayward was waiting for labwork at a convenient care center, when a mother came in, with a four-year-old daughter in tow. The girl was crying bitterly, with a face showing that she was in more pain than she knew how to cope with, and an ugly bulging purple bloodblister under her thumbnail. Hayward understood very well what was going on; his own experience as a child who smashed a thumbnail badly enough to get a bloodblister underneath, was the most pain he had experienced yet in his life.
When the convenient care staff threw the mother a wad of paper to fill out before treatment (as opposed, for instance, to first just administering anaethesia and only after that detain the mother with paperwork), she left the child crying alone in a chair. Hayward walked over, wanting to engage the girl in conversation in the hopes of lessening her pain. He crouched down to be at eye level, and began to slowly, gently, and calmly speak to the child.
Some time later, Hayward realized two things.
First of all, his attempt to get the girl to talk were a near-total failure. He had started by asking her favorite color, and she was able to answer that question. But essentially every other age-appropriate prompt was met with silence: “Q: What kind of instrument does a dog play?”—”A: A trom-bone.” (But maybe her pain was too great to allow regular conversation.)
Second of all, she had stopped crying. Completely. And her face no longer showed pain. He had, partly by his nonverbal communication, entirely absorbed her attention, and she was unaware of pain that had her bawling her eyes out some minutes before. Hayward realized this with a start, and tried to keep up the conversation such as it was, regardless of whether he had anything to say. A rather startled Hayward did his best not to break the illusion, and did so smoothly enough that she seemed not to notice.
Some time later, Hayward was called for his blood draw. He returned to find the mother comforting her daughter, as she had not done before. The little girl was crying again, but it was a comforted crying, a world of difference from when she was alone with really quite vile pain. The mother seemed awestruck, and kept saying, “You have a very gentle way about you.”
Another time, Hayward was asked to substitute-teach a class for parents of English as a Second Language students. He was provided an interpreter who spoke Spanish and English, and the class met all objectives…
And Hayward didn’t really use the interpreter. He adapted to language and culture to bring an enjoyable class for everyone.
When studying abroad, Hayward was quite pleasantly surprised (and very much surprised) when a Ghanain housemate said Hayward had challenged some assumptions, saying Hayward was “like a white American, and like a black African, closer than an African brother…” and from that point on he enjoyed insider status among Ghanian friends. He has perhaps never received a greater compliment.
Hayward thinks at a fundamentally different level, and he needs to build bridges. But the good news is that he has been working on bridge-buildling for years and built bridges that span great differences. Being in a situation where has to orient himself and bridge a chasm doesn’t really slow him down that much.
In addition, these “super powers” can have every relevance to business work. No employer particularly cares if he can read ancient and medieval languages: but one employer cared that he could easily read bureaucratic documentation that was incomprehensible to everyone else.
No employer really cares that at the age of 13 Hayward crafted crafted a four-dimensional maze, worked on visualizing a 4-cube passing through 3-space, and looked at a data visualization in his calculus book and (re)invented iterated integration…
But some employers care a great deal that he can take a visualization project, start work along the lines suggested by Tufte’s corpus of written work, and start to take steps beyond Tufte.
No employer really seems to care that he has studied at the Sorbonne, UIUC, and Cambridge (England) in three very different fields: but co-workers have been puzzled enough that he so effortlessly shifts his communication and cultural behavior to have a colleague and immigrant ask him why he relates to Little Russia’s culture so well.
But some employers appreciate his efforts to listen and understand corporate culture. In serving like a consulant for a travel subsidiary, Hayward’s contacts within the organization that picked up he was trying to understand their language on their terms, and the Director of Sales and Marketing half-jokingly asked, “Do you want to be a travel agent?” Hayward perhaps would not be an obvious fit for personality factors, but she picked up a crystal-clear metamessage: “I want to understand what you are saying, and I want to understand it on your terms.”
Furthermore, while no employer has yet to care about Hayward’s interest in writing, one employer cared a great deal that he took a high-value document concerning disaster recovery and business continuity, valuable enough that it would be significant for the employer to file with e.g. their bank, and took it from being precise but awkward and puzzling to read, to being precise, accessible, simple, and clear.
What does this communication across barriers have to do with UX?
I’ve had postgraduate training in anthropology, cognitive science, computer science, philosophy, and psychology, and I consider “theory of other minds” communication to be out-and-out the central skill in UX. Perhaps the most structural of these disciplines is anthropology, and a training in anthropology is a training in understanding across differences.
Once anthropologists found difference by crossing the Pacific and finding aboriginal people untainted by modern technology. Now anthropologists find difference by crossing the street. But the theory of alien minds is almost unchanged.
Jakob Nielsen has been beating for essentially forever the drum of “You are not a user”. Perhaps his most persistent beating of his drum is:
One of usability’s most hard-earned lessons is that ‘you are not the user.’ If you work on a development project, you’re atypical by definition. Design to optimize the experience for outsiders, not insiders.
What this means, in competency, is “Communicate out of a theory of alien minds.” Or, if you prefer, a theory of “outsiders”, but don’t assume that deep down inside “outsiders” are really just like “insides.” Exercise a theory of alien minds.
What Nielsen is telling people not to do is coast on a “theory of like minds,” and assume that if a user interface is intuitive and makes sense to the people who built it, it will just as much make sense to the audience it was built for. It won’t. You have to think a bit differently to build technology, and that means you need a theory of alien minds. Assuming that you are the center of the universe, even if it’s unintentional, is a recipe for failed UX. We all want better than that.