Approachable
“Approachable” is a term designers often use to describe a product, as in…
“It should be approachable.”
“Which one is more approachable?”
“Not approachable enough.”
No one really takes the time to define it, except for the obvious “not repulsive.” Of course, there are products that say, “Pick me up and fondle me,” and there are products that say, “Don’t touch me” - both are useful messages to build into different sorts of products. But if a product is neither a toy nor a power tool, what does “approachable” mean?
An approachable product…
- Looks familiar. If I recognize it for what it is, that’s good. If I don’t realize what it is but it looks like something I *do* recognize, good. If I can’t tell what it is at all, that’s scary. If someone were to ask me “what’s that?” I’d have an answer.
- Looks safe. Maybe that’s safe to handle - no exposed blades, for instance. Or maybe it’s safe in a broader context - a product with a warning label, even if it presents no immediate danger, says “watch out.” Or maybe it’s safe to the product itself - it’s not so delicate that if I breathe on it, it will break.
- Looks direct. I must be clear how to address the product. A handle, a soft part, a “Start Here” button, whatever. I need to know how to begin.
For a long time, I’ve used the ukulele as my prime example of an “approachable” product:
- It’s recognizable - looks like a guitar. Maybe not like any guitar I’ve ever seen, but that’s OK - I’m immediately comfortable.
- It’s safe - there doesn’t seem to be anything I can do that would result in harm to me or to the product.
- It’s direct - everything is exposed with a ukulele: I can see what to do with it, and I can see how it works.
I think “approachable” gets wound up with “touchable,” but they’re different. A medical product can be “approachable,” as can a hammer or a piece of software. It’s all about the context in which the product appears and the expectation of the consumer. Making a product look soft may be a handy shortcut to “familiar” and “safe,” but it’s not appropriate for most products. It’s about first impressions. Consumers don’t want to feel dumb, and they want to be safe. Approachable products give a clue as to their nature and how they want to be handled. They put people at ease.
Of course, making a product approachable will be different for different sorts of products and different sorts of consumers. A research scientist might be made comfortable by a screen covered with columns of data, while the very same thing might make a bus driver very nervous. “Approachable” is a tool, like everything else in design, and it’s important to know why you’re applying it, and for whom, and to use it well.
