Issues with Bing’s User Experience Philosophy
Microsoft’s Corporate VP in charge of Bing, Harry Shum, gave a talk yesterday at UW, describing Bing’s goals and key technologies. He showed off some cool features and interesting technical hurdles they’ve overcome, but the main takeaway I was left with was a profound disdain for Bing’s user experience philosophy.
Midway through the talk, Shum mentioned that Google’s stated philosophy is to minimize the time that users interact with search results pages. A search engine should do little more than give you easy access to maximally-relevant external content and then get out of your way. I couldn’t agree with this more, but Bing’s strategy is very different. Shum said that their goal is to get people to interact completely with Bing, instead of solely acting as a helpful navigator. Bing is littered with features intended to keep you on Bing, including quick-info boxes at the top of search results, fancy inline slideshows, and built-in Wolfram|Alpha support.
Bing is designed around “complex task and decision sessions,” instead of simple query-response chatter. I don’t entirely agree with this use case. I understand that some people may like the type of interactivity that Bing provides, but that’s not how people I know search for things on the internet. People don’t go to Google with the goal of getting their information from Google. They search with the intent of gaining access to some relevant piece of information on some other site. It’s like Bing is trying to be the illegitimate child of Google and Wikipedia, but ends up with AOL.
As a side note, Shum’s talk gave me an interesting view into the workflow of a Microsoft head-honcho. During the live demo portion of his talk, I was startled by his Internet Explorer setup. His four toolbars (including separate ones for Live Search and Bing), in addition to the IE browser chrome, left about 65% of the browser window actually occupied by webpages. I wish I had a screenshot. Take into account the giant blocks of ads centerstage and to the right of results in Bing, and you’re left with precious little room for useful content.
The talk as a whole was somewhat frustrating because I want Bing to succeed. I like Google as a whole (so much so that I’m interning there this summer), but their dominance of the search market is pretty ridiculous. As consumers, we all benefit from competition between services in the same space. As such, it’d be nice to see Google get some solid competition to keep everyone on their toes. I hope that the Bing team continues to iterate on their aspirations for usability and develops a kickass service to shake things up.