Rethinking Email with Human Action Theory: a Case Study on Superhuman Mail
Project Type
School | MUXD 5102: Utility & Usability: Human-Centered Design
Timeline
8 Weeks (10/22/2024 – 12/10/2024)
Role
UX Research, UX Writing, Presentation Design
Deliverables
Summary
In this seminar, I explored the Human Action Cycle, a foundational framework in Human-Computer Interaction (HCI) introduced by Don Norman in his paper "Cognitive Engineering" (1986) and further elaborated in The Design of Everyday Things (1988). My research project examined the framework's stages of action, including the Gulf of Execution and the Gulf of Evaluation, along with their cognitive and emotional significance and design principles. I also compared the Human Action Cycle with the GOMS model, a procedural task analysis method.
To contextualize these theories, I analyzed Superhuman Mail, an innovative email management application known for its speed, efficiency, and user-centric design. I conducted heuristic evaluation and cognitive walkthroughs to assess the app, using a variety of heuristic sets. While adhering to many heuristics, Superhuman can further improve the experience by addressing accessibility and learnability issues, as well as enhancing the onboarding process to communicate its conceptual model more clearly.
The course concluded with a usability testing study on Spotify, where I led a team of three to evaluate eight tasks with five participants. One key recommendation from our study to address Spotify's increasingly cluttered interface is to implement a universal search bar with natural language understanding to simplify navigation and reduce cognitive load.
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An illustration of Don Norman with his signature teapot which is used in the revised book cover. Illustrated by Zachary Monteiro.
Delving into HCI
Context
Prior to this course, I had completed the HCI certificate from Georgia Tech via EdX, a graduate-level Computer Science course (CS6750). The certificate covered key HCI theories and frameworks for guiding interaction design and evaluation processes, introducing me to how cognitive and social factors influence the ways humans process information and interact with technology.
The course at MICA delves deeper into HCI and psychological concepts, examining usability principles, and requiring students to apply theoretical knowledge to a digital application of their choice. I chose Superhuman Mail, mesmerized by its minimalist, aesthetically pleasing design and innovative approach to email management.
Research Paper
In the first three weeks, we were tasked with writing a research paper on an HCI topic of our choice. I focused on Don Norman’s Human Action Theory and its application to Superhuman Mail. Norman’s work is seminal in the field, so I began with his books, The Design of Everyday Things (1988) and Emotional Design (2003).
What is Human Action Theory?
Human Action Theory is a framework that dissects stages of activity, capturing key aspects of task performance while analyzing tasks through a cognitive lens. In addition to Norman’s books, I studied related works such as Carroll’s "Paradox of the Active User" (1987), which explores learnability challenges faced by novice and expert users. I also revisited the GOMS model (Goals, Operators, Methods, and Selection), a procedural task analysis approach I had encountered in the Georgia Tech course.
Comparing GOMS to Human Action Theory revealed a key difference: while GOMS treats the brain as a processor with predictable inputs and outputs, Human Action Theory emphasizes cognition and the nuanced mental states involved in task performance.
Through my analysis, I found out that Superhuman Mail effectively incorporates Norman’s cognitive principles, transforming busy and mundane tasks like email management into a lightweight and even delightful experience. This insight shaped the thesis of my paper:
"Superhuman Mail renovates email management by factoring users’ emotional and cognitive states into its design. Unlike mainstream email systems that follow procedural operations, Superhuman embraces Norman’s cognitive approach to task analysis, rooted in Human Action Theory, to create a more intuitive and user-centered experience."
Superhuman’s design exemplifies Norman’s three levels of processing: visceral, behavioral, and reflective.
Visceral Level
At the visceral level, Superhuman immediately captivates users with its dreamy, atmospheric aesthetic. Light purple serves as a reserved brand color, applied exclusively to the primary button, while high-quality scenic background photos establish a distinctive brand identity, similar to macOS backgrounds or the Calm app. This minimalist design approach—featuring regular-weight typefaces and a progressive disclosure system (e.g., inbox structure within a hamburger menu)—reduces visual clutter and fosters psychological comfort.
Behavioral Level
Superhuman reimagines email as a to-do list, offering an efficient, goal-oriented experience. Upon login, users begin with the first email, skipping the need for scanning. The core “Inbox Triage” functionality enables quick decision-making:
- Press J (“J for Today”) to mark the email as a task for the day.
- Press H (“H for Hour”) to set a reminder, prioritizing the email.
- Press E (“E to Empty”) to archive the email in the Done folder.
This streamlined model helps users maintain organized tasks and process emails twice as fast, saving up to four hours weekly (as they advertised to users).
Reflective Level
At the reflective level, Superhuman introduces the Inbox Zero philosophy, where users are greeted with a serene, daily-updated background upon clearing their inbox. This design fosters a sense of refreshment and accomplishment. I wish they had incorporated sound upon reaching the Inbox Zero state to further enhance the feeling of closure. Additionally, Superhuman tracks users' progress, transforming email management into a goal-oriented activity with measurable achievements.
By leveraging these three levels, Superhuman transforms email into a “convivial tool” (Illich, 1973; Norman, 1986), emphasizing efficiency and satisfaction. By analyzing Superhuman, I realized that the difference between a product users love and one they just tolerate often lies in a profound understanding of users’ thought processes.
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Heuristic Sets
Over the next three weeks, I conducted heuristic evaluations and cognitive walkthroughs of Superhuman Mail. Heuristic evaluation is often associated with Jakob Nielsen’s 10 Usability Heuristics, but I explored additional frameworks. Eventually I incorporated seven different sets, cherry-picking the most applicable ones to assess the app:
- Jakob Nielsen’s 10 Usability Heuristics
- Gerhardt-Powals’ Cognitive Engineering Principles
- Shneiderman’s 8 Golden Rules of Interface Design
- Weinschenk & Barker Classification
- Web 9 Usability Heuristics (CopenUX)
- Tog’s First Principles of Interaction Design
- Guide to Mobile App Design (Smashing Magazine)
This comprehensive approach allowed me to critically evaluate Superhuman's usability from multiple perspectives. Through this exercise, I see the value of applying diverse heuristic frameworks in assessing digital experiences—especially in situations where resources for moderated usability testing, such as participant recruitment and detailed test planning, are limited. A strong understanding of usability heuristics also enhances the design and iteration process, helping to avoid the repetition of common mistakes.
Key Findings
For a detailed analysis, please refer to the Superhuman Heuristic Deck (link above).
Strengths
Superhuman adheres to many strong heuristic principles, including:
- Aesthetic & Minimalist Design: A clean, distraction-free interface.
- Flexibility & Efficiency of Use: Full keyboard accessibility eliminates the need for mouse navigation.
- Help & Documentation: Extensive resources are available for users.
- Automation of Unwanted Workload: Users can skip scanning emails and triage them directly.
- Data Fusion: Information is displayed cleanly and grouped meaningfully.
- Contextual Information: Only relevant information is shown at any given time.
- Dialog Closure: The Inbox Zero philosophy provides clear task completion.
- Natural Language Interpretation: The central search bar (Command + /) effectively interprets variations in phrasing.
Drawbacks
- Ergonomic and Accessibility Issues:
- The low-contrast interface impacts accessibility and glanceability, making it difficult for users to distinguish functions.
- WCAG contrast guidelines are not met in some areas, such as icon strokes and sidebar text.
- Lack of visual anchors makes mental division between sections, like the email and reply areas a challenge.
- Learnability Challenges:
- The triage system introduces a new mental model—treating emails as tasks—but this shift isn’t clearly communicated through the interface, onboarding, or documentation.
- Learnability suffers due to an unclear conceptual model, which is crucial in any system, as Norman noted: “Complex things are no longer complex once they are understood.”
- Onboarding Limitations:
- The onboarding process, while detailed, focuses too heavily on explaining the UI instead of guiding users toward actions that lead to progress.
Recommendations
- Enhance the interface’s contrast and introduce visual anchors to improve accessibility and glanceability.
- Improve onboarding to emphasize the conceptual model and guide users to make progress.
- Introduce a “reconnoiter mode” where users can explore fake emails and practice keyboard shortcuts without real-world consequences.
“Complex things are no longer complex once they are understood.” (Don Norman, DOET)
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Testing Spotify
The final phase of the course involved conducting a group usability test. Since this was a group project, I could not continue working on Superhuman. My group chose Spotify and evaluated eight tasks with five users, gathering insights to identify pain points and opportunities for improvement. This project applied the analytical skills I had developed during the research paper and heuristic evaluation.
Test Goals
- Observe user behaviors while completing eight specific tasks on the Spotify desktop app.
- Collect direct feedback on effectiveness, efficiency, learnability, memorability, and satisfaction.
- Analyze data to propose user-centered design improvements.
Key Takeaways
- Exemplary Product Design: Spotify is a well-designed product. It continues to set the standard in product design. Most participants encountered few issues with its interface and generally gave high satisfaction ratings.
- Bloated Software: Like many feature-rich platforms, Spotify struggles to maintain a clean interface, which can contribute to user fatigue. Introducing a central search bar could simplify navigation and enhance the user experience.
- Document Expected Paths: We should have documented the expected paths instead of relying solely on verbal agreements within the team.
These three projects equipped me with the ability to critically assess software and diagnose usability issues on the spot. From understanding foundational theories to applying heuristic evaluations and conducting usability tests, I now feel more confident in my ability to analyze and enhance digital experiences through the lens of HCI.
Key Takeways
From conducting the usability testing, we gathered the following key takeaways:
- The feature is valued by users, especially by renters looking to make quick, informed decisions.
- While users do consider reviews when making rental decisions, they would prioritize other factors such as price, amenities, neighborhood, pet policy, and property photos.
- Detailed reviews on the quality and quantity of amenities could significantly impact decision-making.
Recommendations
We developed two recommendations:
- Display the Review section more prominently for easier discovery. Place the star ratings below the property headline. Instead of having to scroll down the listing, users can click on the stars and be directed to the Review section.
- To avoid ambiguity of the rating criteria, add an overall rating. Additionally, increase the size of the stars to 48x48dp, as recommended by Material Design for touch targets.
I quickly incorporated these changes into the prototype.
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Excellent job Sophie! Your paper demonstrates a thorough understanding of Don Norman's Human Action Cycle and the application of its principles to Superhuman Mail. The integration of Norman’s frameworks with a modern case study like Superhuman is insightful and effectively highlights the connection between theory and practical design. Your writing is clear and well-structured, guiding the reader through complex concepts in a logical and engaging manner.
Your team did an excellent job designing a well-structured summative usability test, presenting findings professionally, and identifying root causes for usability issues. You also made excellent use of quantitative data to support your findings, such as metrics on task completion rates and time-on-task, which added depth and objectivity to your analysis. Your tasks successfully tested a broad range of interactions, which provided valuable insights into diverse user experiences—a significant strength of your study. However, some tasks were too open-ended, leading to variability in participant experiences based on their choices. In a summative test, it’s crucial to refine tasks to better control variables that could impact the experience from one participant to another. Overall, this was an impressive and professional effort—well done!
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