Designing For Stress And Emergency — Smashing Magazine 为压力与紧急情况设计 —— Smashing Magazine
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Vitaly FriedmanNov 24, 20250 commentsDesigning For Stress And Emergency7 min readDesign, UX, Design Patterns Vitaly Friedman 2025年11月24日0 条评论为压力与紧急情况设计7 分钟阅读设计， 用户体验， 设计模式
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About The Author 关于作者
Vitaly Friedman loves beautiful content and doesn’t like to give in easily. When he is not writing, he’s most probably running front-end & UX … Vitaly Friedman 热爱精美的内容，不轻易妥协。当他不写作时，很可能正在运营前端和用户体验……
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Practical guidelines on designing time-critical products that prevent errors and improve accuracy. Part of the Measure UX & Design Impact (use the code 🎟 IMPACT to save 20% off today). With a live UX training starting next week. 关于设计时效性产品以防止错误和提高准确性的实用指南。这是"衡量用户体验与设计影响"系列的一部分（使用代码 🎟 IMPACT 今日可享 8 折优惠）。现场用户体验培训将于下周开始。
No design exists in isolation. As designers, we often imagine specific situations in which people will use our product. It might be indeed quite common — but there will also be other — urgent, frustrating, stressful situations. And they are the ones that we rarely account for. 没有任何设计是孤立存在的。作为设计师，我们常常想象人们使用我们产品的具体情境。这些情境可能确实很常见——但也存在其他——紧急的、令人沮丧的、充满压力的情境。而这些恰恰是我们很少考虑到的情况。
So how do we account for such situations? How can we help people use our products while coping with stress — without adding to their cognitive load? Let’s take a closer look. 那么，我们如何考虑这些情况？如何在帮助人们使用我们产品的同时应对压力——而不增加他们的认知负荷？让我们仔细看看。
Study Where Your Product Fits Into People’s Lives # 研究产品在人们生活中的位置 #
When designing digital products, sometimes we get a bit too attached to our shiny new features and flows — often forgetting the messy reality in which these features and flows have to neatly fit. And often it means 10s of other products, 100s of other tabs, and 1000s of other emails. 在设计数字产品时，有时我们过于迷恋自己光鲜亮丽的新功能和流程——常常忘记了这些功能和流程必须与之完美契合的混乱现实。这通常意味着用户同时使用着数十个其他产品、数百个其他标签页和数千封其他邮件。
Design never exists in isolation. It must fit the user’s context and their expectations to do its job. (Image source: Engine And Power Dashboard) (Large preview) 设计永远不会孤立存在。它必须适应用户的上下文和他们的期望，才能发挥作用。（图片来源：Engine And Power Dashboard）（大图预览）
If your customers have to use a slightly older machine, with a smallish 22” screen and a lot of background noise, they might use your product differently than you might have imagined, e.g., splitting the screen into halves to see both views at the same time (as displayed above). 如果您的客户不得不使用一台稍旧的机器，屏幕只有 22 英寸，且背景噪音很大，他们使用您产品的方式可能和您想象的不同，例如，将屏幕一分为二以同时查看两个视图（如上所示）。
Chances are high that our customers will use our product while doing something else, often with very little motivation, very little patience, plenty of urgent (and way more important) problems, and an unhealthy dose of stress. And that’s where our product must do its job well. 我们的客户很有可能在一边处理其他事情的同时使用我们的产品，通常动机不足、耐心有限，手头还有一大堆紧急（且重要得多）的问题，并承受着不健康的压力。而这正是我们的产品必须表现出色的地方。
What Is Stress? # 什么是压力？ #
What exactly do we mean when we talk about “stress”? As H Locke noted, stress is the body’s response to a situation it cannot handle. There is a mismatch between what people can control, their own skills, and the challenge in front of them. 当我们谈论“压力”时，我们具体指什么？正如 H Locke 所指出的，压力是身体对其无法处理的情况的反应。人的可控范围、自身技能与面前挑战之间存在不匹配。
If the situation seems unmanageable and the goal they want to achieve moves further away, it creates an enormous sense of failing. It can be extremely frustrating and demotivating. 如果情况似乎无法管理，他们想要达成的目标变得更加遥远，就会产生巨大的失败感。这可能令人极度沮丧和失去动力。
Stress has many levels. The key is not to let it spiral into dangerous zones. (Image source: Alypain) (Large preview) 压力有很多层次。关键是不让它螺旋式上升进入危险区域。（图片来源：Alypain）（大图预览）
Some failures have a local scope, but many have a far-reaching impact. Many people can’t choose the products they have to use for work, so when a tool fails repeatedly, causes frustration, or is unreliable, it affects the worker, the work, the colleagues, and processes within the organization. Fragility has a high cost — and so does frustration. 有些失败的影响范围是局部的，但许多具有深远的影响。许多人无法选择他们工作必须使用的产品，因此，当一个工具反复故障、导致挫败感或不可靠时，它会影响到员工、工作、同事以及组织内部的流程。脆弱性的代价很高——挫败感也是如此。
How Stress Influences User Interactions # 压力如何影响用户交互 #
It’s not a big surprise: stress disrupts attention, memory, cognition, and decision-making. It makes it difficult to prioritize and draw logical conclusions. In times of stress, we rely on fast, intuitive judgments, not reasoning. Typically, it leads to instinctive responses based on established habits. 这并不奇怪：压力会破坏注意力、记忆力、认知和决策能力。它使得区分优先级和得出逻辑结论变得困难。在压力时期，我们依赖快速、直观的判断，而非推理。通常，这会导致基于既有习惯的本能反应。
Overwhelming products can add to the cognitive load and lead to mistakes. However, people also get used to any products once they’ve used them long enough. (Large preview) 令人不知所措的产品会增加认知负荷并导致错误。然而，一旦使用时间足够长，人们也会习惯任何产品。（大图预览）
When users are in an emergency, they experience cognitive tunneling — it’s a state when their peripheral vision narrows, reading comprehension drops, fine motor skills deteriorate, and patience drops sharply. Under pressure, people often make decisions hastily, while others get entirely paralyzed. Either way is a likely path to mistakes — often irreversible ones and often without time for extensive deliberations. 当用户处于紧急状态时，他们会经历认知隧道效应——这是一种周边视觉变窄、阅读理解力下降、精细运动技能恶化、耐心急剧下降的状态。在压力下，人们常常匆忙做出决定，而另一些人则完全陷入瘫痪。无论哪种方式，都可能导致错误——这些错误常常是不可逆转的，而且通常没有时间进行广泛的深思熟虑。
Ideally, these decisions would be made way ahead of time — and then suggested when needed. But in practice, it’s not always possible. As it turns out, a good way to help people deal with stress is by providing order around how they manage it. 理想情况下，这些决定应该提前很久就做好——然后在需要时给出建议。但在实践中，这并不总是可行。事实证明，帮助人们应对压力的一个好方法是围绕他们如何管理压力提供秩序。
Single-Tasking Instead Of Multi-Tasking # 单一任务处理而非多任务处理 #
People can’t really multi-task, especially in very stressful situations or emergencies. Especially with a big chunk of work in front of them, people need some order to make progress, reliably. That’s why simpler pages usually work better than one big complex page. 人们并不能真正地进行多任务处理，尤其是在压力非常大或紧急的情况下。特别是当面前有一大堆工作时，人们需要某种秩序来可靠地取得进展。这就是为什么更简单的页面通常比一个复杂的大页面效果更好。
Order means giving users a clear plan of action to complete a task. No distractions, no unnecessary navigation. We ask simple questions and prompt simple actions, one after another, one thing at a time. 秩序意味着为用户提供一个完成任务的清晰行动计划。没有干扰，没有不必要的导航。我们提出简单的问题，并提示简单的操作，一个接一个，一次一件事。
Poorly designed products can add to the cognitive load and lead to mistakes. (Large preview) 设计糟糕的产品会增加认知负荷并导致错误。（大图预览）
An example of the plan is the Task List Pattern, invented by fine folks at Gov.uk. We break a task into a sequence of sub-tasks, describe them with actionable labels, assign statuses, and track progress. 该计划的一个例子是 Gov.uk 的优秀团队发明的任务清单模式。我们将一项任务分解为一系列子任务，用可操作的标签描述它们，分配状态，并跟踪进度。
To support accuracy, we revise default settings, values, presets, and actions. Also, the order of actions and buttons matters, so we put high-priority things first to make them easier to find. Then we add built-in safeguards (e.g., Undo feature) to prevent irreversible errors. 为了支持准确性，我们修订默认设置、值、预设和操作。此外，操作和按钮的顺序也很重要，因此我们将高优先级的事项放在前面，使它们更容易被找到。然后，我们添加内置的防护措施（例如，撤销功能）以防止不可逆的错误。
Supporting In Emergencies # 在紧急情况下提供支持 #
The most effective help during emergencies is to help people deal with the situation in a well-defined and effective way. That means being prepared for and designing an emergency mode, e.g., to activate instant alerts on emergency contacts, distribute pre-assigned tasks, and establish a line of communication. 紧急情况下最有效的帮助是帮助人们以明确有效的方式应对情况。这意味着做好准备并设计紧急模式，例如，激活对紧急联系人的即时警报、分发预先分配的任务，并建立沟通渠道。
Rediplan App to prepare and act in case of emergencies. (Large preview) 用于准备和在紧急情况下采取行动的 Rediplan 应用程序。（大图预览）
Rediplan App by Australian Red Cross is an emergency plan companion that encourages citizens to prepare their documents and belongings with a few checklists and actions — including key contracts, meeting places, and medical information, all in one place. 澳大利亚红十字会开发的 Rediplan 应用程序是一个应急计划伴侣，它通过一些清单和操作鼓励市民准备好他们的文件和物品——包括关键合同、集合地点和医疗信息，所有内容都集中在一处。
Just Enough Friction # 恰到好处的摩擦 #
Not all stress is equally harmful, though. As Krystal Higgins points out, if there is not enough friction when onboarding new users and the experience is too passive or users are hand-held even through the most basic tasks, you risk that they won’t realize the personal value they gain from the experience and, ultimately, lose interest. 然而，并非所有压力都同样有害。正如 Krystal Higgins 指出的，如果在引导新用户时摩擦力不足，体验过于被动，或者即使用户进行最基本的任务也被手把手地指导，你可能会面临用户无法意识到他们从体验中获得的个人价值，并最终失去兴趣的风险。
We need to find the sweet spot between value realization and friction to create experiences that keep users engaged. (Image source: Krystal Higgins) (Large preview) 我们需要在价值实现与摩擦之间找到最佳平衡点，以创造能够保持用户参与度的体验。（图片来源：Krystal Higgins）（大图预览）
Design And Test For Stress Cases # 为压力情境进行设计与测试 #
Stress cases aren’t edge cases. We can’t predict the emotional state in which a user comes to our site or uses our product. A person looking for specific information on a hospital website or visiting a debt management website, for example, is most likely already stressed. Now, if the interface is overwhelming, it will only add to their cognitive load. 压力情境并非边缘案例。我们无法预测用户访问我们网站或使用我们产品时的情绪状态。例如，在医院网站上查找特定信息或访问债务管理网站的人，很可能已经承受着压力。现在，如果界面令人不知所措，只会增加他们的认知负荷。
Stress-testing your product is critical to prevent this from happening. It’s useful to set up an annual day to stress test your product and refine emergency responses. It could be as simple as running content testing, or running tests in a real, noisy, busy environment where users actually work — at peak times. 对产品进行压力测试对于防止这种情况发生至关重要。设立一个年度压力测试日来测试产品并完善应急响应是很有用的。这可能像进行内容测试一样简单，或者在用户实际工作的真实、嘈杂、繁忙的环境中——在高峰时段——进行测试。
And in case of emergencies, we need to check if fallbacks work as expected and if the current UX of the product helps people manage failures and exceptional situations well enough. 在紧急情况下，我们需要检查备用方案是否按预期工作，以及产品当前的用户体验是否足以帮助人们妥善处理故障和异常情况。
Wrapping Up # 总结 #
Emergencies will happen eventually — it’s just a matter of time. With good design, we can help mitigate risk and control damage, and make it hard to make irreversible mistakes. At its heart, that’s what good UX is exceptionally good at. 紧急情况终会发生——这只是时间问题。通过良好的设计，我们可以帮助降低风险和控制损害，并让人难以犯下不可逆转的错误。从本质上讲，这正是优秀用户体验所擅长的事情。
Key Takeaways # 关键要点 #
People can’t multitask, especially in very stressful situations. 人们无法进行多任务处理，尤其是在压力非常大的情况下。
Stress disrupts attention, memory, cognition, decision-making. 压力会破坏注意力、记忆力、认知和决策能力。
Also, it’s difficult to prioritize and draw logical conclusions. 此外，难以区分优先级并得出逻辑结论。
Under stress, we rely on fast, intuitive judgments — not reasoning. 在压力下，我们依赖快速、直观的判断——而非推理。
It leads to instinctive responses based on established habits. 这会导致基于既有习惯的本能反应。
Goal: Design flows that support focus and high accuracy. 目标：设计支持专注和高准确性的流程。
Start with better default settings, values, presets, and actions. 从更好的默认设置、值、预设和操作开始。
High-priority first: order of actions and buttons matters. 高优先级优先：操作和按钮的顺序很重要。
Break complex tasks down into a series of simple steps (10s–30s each). 将复杂任务分解为一系列简单的步骤（每个 10 到 30 秒）。
Add built-in safeguards to prevent irreversible errors (Undo). 添加内置防护措施以防止不可逆的错误（撤销）。
Shift users to single-tasking: ask for one thing at a time. 将用户转向单一任务处理：一次只要求做一件事。
Simpler pages might work better than one complex page. 更简单的页面可能比一个复杂页面效果更好。
Suggest a step-by-step plan of action to follow along. 建议一个可供遵循的逐步行动计划。
Consider, design, and test flows for emergency responses ahead of time. 提前考虑、设计和测试应急响应流程。
Add emergency mode for instant alerts and task assignments. 添加用于即时警报和任务分配的紧急模式。
Meet “How To Measure UX And Design Impact” # 了解“如何衡量用户体验与设计影响” #
You can find more details on UX Strategy in 🪴 Measure UX & Design Impact (8h), a practical guide for designers and UX leads to measure and show your UX impact on business. Use the code 🎟 IMPACT to save 20% off today. Jump to the details. 您可以在 🪴《衡量用户体验与设计影响》（8 小时）中找到关于用户体验策略的更多细节，这是设计师和用户体验负责人衡量并展示用户体验对业务影响的实用指南。使用代码 🎟 IMPACT 今日可享 8 折优惠。跳转至详情。
Video + UX TrainingVideo onlyVideo + UX Training$ 495.00 $ 799.00 视频 + 用户体验培训 仅视频 视频 + 用户体验培训 $ 495.00 $ 799.00
Get Video + UX Training25 video lessons (8h) + Live UX Training.100 days money-back-guarantee. 获取视频 + 用户体验培训 25 个视频课程（8 小时）+ 现场用户体验培训。100 天退款保证。
Video only$ 250.00$ 395.00Get the video course25 video lessons (8h). Updated yearly.Also available as a UX Bundle with 2 video courses. 仅视频 $ 250.00 $ 395.00 获取视频课程 25 个视频课程（8 小时）。每年更新。也可作为包含 2 门视频课程的用户体验捆绑包提供。
Useful Resources # 有用的资源 #
“Designing The SOS Emergency System”, by Ritik Jayy 《设计 SOS 紧急系统》，作者 Ritik Jayy
“Designing For Crisis”, by Eric Meyer 《为危机而设计》，作者 Eric Meyer
“Designing For Stressed Out Users” (Series), by H Locke 《为压力过大的用户设计》（系列），作者 H Locke
Designing For Stress (Podcast), by Katie Swindler 《为压力而设计》（播客），作者 Katie Swindler
Designing For Edge Cases and Exceptions, by yours truly 《为边缘案例和异常情况而设计》，作者（即 Vitaly Friedman）
Design For Real Life, by Sara Wachter-Boettcher, Eric Mayer 《为真实生活而设计》，作者 Sara Wachter-Boettcher, Eric Mayer
“Optimal Stress Levels For Onboarding, by Krystal Higgins 《引导新用户的最佳压力水平》，作者 Krystal Higgins
Further Reading # 延伸阅读 #
“How To Minimize The Environmental Impact Of Your Website”, James Chudley 《如何最小化您网站对环境的影响》，作者 James Chudley
“AI In UX: Achieve More With Less”, Paul Boag 《用户体验中的 AI：事半功倍》，作者 Paul Boag
“How To Make Your UX Research Hard To Ignore”, Vitaly Friedman 《如何让您的用户体验研究难以被忽视》，作者 Vitaly Friedman
“From Prompt To Partner: Designing Your Custom AI Assistant,” Lyndon Cerejo 《从提示到伙伴：设计您的自定义 AI 助手》，作者 Lyndon Cerejo
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