The user interface is important. It is the ambassador for your system, your advertisement, your customer service rep. So you need to make sure it’s customer-friendly. Put simply, your system needs to do what people expect it to do. When I click on a link with a roll-over effect, it will take me to a different page. When I click on a button, it should trigger an action. So we stick to these standards, even if they’re not the best usability-wise, because we are creatures of habit and even little changes hurt.
February, 2009
6
Feb 09
People Should Eat Dog Food Too
A good friend of mine wanted to find out how a customer application process worked in his department. He didn’t grab his notebook and interview his colleagues. He didn’t draw up elaborate as-is process flows in Visio. He didn’t even write one word of documentation. Instead, he did something much more effective – he went through the application process himself.
14 letters and 5 weeks later, my friend had conclusive evidence of how the process worked, along with a set of recommendations on how to improve it.