On Aug 26, 2009, at 12:55 PM, Nasir Barday wrote:
We all understand the problem here, right? I think instead of
expounding on
it to each other, we could help Ali figure out how to change his
manager's
thinking.
I'd like to suggest that maybe we should think twice before deciding
the manager needs his thinking changed.
Ali's manager may, in fact, be correct (sort of).
The distinction as to whether they produce consumer software or not is
probably not important.
However, this statement is likely to be true:
A manager said last week: "We are a technology driven corporation
and that is why we are so successful".
User-centered design is not a panacea, nor is it helpful for every
type of design problem.
As I've mentioned before, UCD is just one approach to design (http://www.ixda.org/discuss.php?post=35466
).
There are many companies that have reached millions in sales without
conducting user-focused research activities. Did they do it wrong? No.
So, instead, I'd give Ali different advice: Instead of trying to
convince your manager he's wrong, assume he's right.
Then ask the following question: If we have a problem with our design,
where would it manifest itself? Support calls? Training expense? Redo
work in engineering? Lost sales?
Look for evidence that there are indeed usability issues that lead to
frustration. Determine how that frustration eats into the company's
bottom line. That's where you'll get the most leverage, because those
are the places where the company isn't "so successful" and could have
an opportunity to become more successful.
For extra credit,I recommend you read the following:
The Cost of Frustration: http://is.gd/2ARV8
Deriving Design Strategy through Market Maturity
Part 1: http://is.gd/2ASen
Part 2: http://is.gd/2ASg1
Hope that helps,
Jared
Jared M. Spool
User Interface Engineering
510 Turnpike St., Suite 102, North Andover, MA 01845
e: jsp...@uie.com p: +1 978 327 5561
http://uie.com Blog: http://uie.com/brainsparks Twitter: @jmspool
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