We have a brand new organization-wide, browser-based time tracking application rolling out that will affect all employees over the coming months. The system comes from a major enterprise-level company and I’m sure our company spent plenty on the implementation. I’m equally sure the security, audit-trail, and data integrity pieces are all top notch. But the part the end-users touch, from a usability standpoint, is terrible. A semester-long course on usability/user experience design could be built around all the things wrong with it. What’s wrong? Simple things, like the text of the forms is way too small — and no attention to C.R.A.P. :
How does this happen? In my experiences the well-intentioned and highly skilled people creating the application get wrapped up in technical details, and forget about the people who will be using the application in the real world. A world where many people don’t live in front of a keyboard 8, 10, or 15 hours a day. Something as simple as filling out a timesheet should require little-to-no training right? After all these employees have been doing this basic action for years. So if the application requires a 90 minute training session for every employee something may be amiss.
Migrating from a paper-based system to a digital solution is essential. And over time people will adapt to the new system. But there are hidden costs of the poor usability such as lost employee time (trying to figure out the poorly designed forms), error correction and ongoing training needs. In some cases it may take two people to perform an action where one was involved previously (a supervisor or fellow employee helps someone fill out their timesheets and time off requests.) Some benefit over the old system will be realized, but the efficiencies and cost savings are dragged lower by the usability issues.
If you’ve read this far maybe you’re wondering why I care? I just find it frustrating that when it is so easy to get usability right we get handed something so lacking in usability. Even companies like Microsoft value application usability. And if only consultant-level opinions are valued, how about words of wisdom from Forrester Research? Or a web 2.0 design firm like 37Signals? As easy-to-use and sophisticated applications become ubiquitous in the consumer space perhaps enough end-users will start to demand the same ease of use from their corporate, enterprise applications. We can only hope.
A List Apart: Articles: Can You Say That in English? Explaining UX Research to Clients
I created a cheat sheet to help you pitch UX research using plain, client-friendly language that focuses on the business value of each exercise. But, before we get to the cheat sheet, let’s talk about how we can communicate the value of UX research at a much higher level.
User-centered design is all about reinserting your product/service into the organic life of a human being. Thinking BEFORE-during-AFTER.
Getting Real — The faster, smarter, better way to build web applications
Anyone working on a web app — including entrepreneurs, designers, programmers, executives, or marketers — will find value, fresh perspectives, and inspiration in this practical book. At under 200 pages it’s quick reading too. Makes a great airplane book.
ADD YOUR COMMENT
Comments are moderated.
Randall Rode's online home for thoughts, notes, and experiments with a wide range of technology topics. Visit the about page for info on my recent projects and professional background. I welcome your comments!
New articles are normally posted on Mondays and Wednesdays. Subscribe to the RSS feed or the email update to keep current on the latest posts.
Past listings from 2004 to the present
Need a home (or better home) for your website? I highly recommend HostRocket -- they are the best!
