Comments on: Ugly UI http://blog.brodzinski.com/2008/04/ugly-ui.html Dealing with software projects in real life Fri, 10 Feb 2012 19:07:34 +0000 hourly 1 http://wordpress.org/?v=3.3 By: Pawel Brodzinski http://blog.brodzinski.com/2008/04/ugly-ui.html#comment-1985 Pawel Brodzinski Thu, 24 Apr 2008 13:28:00 +0000 http://blog.brodzinski.com/2008/04/ugly-ui.html#comment-1985 I think that's another great example when usability isn't the number one. You hit the nail with your trainable/untrainable definition. I think that’s another great example when usability isn’t the number one. You hit the nail with your trainable/untrainable definition.

]]> By: Hamlet D'Arcy http://blog.brodzinski.com/2008/04/ugly-ui.html#comment-1984 Hamlet D'Arcy Thu, 24 Apr 2008 13:07:00 +0000 http://blog.brodzinski.com/2008/04/ugly-ui.html#comment-1984 In my industry, I like to make a distinction between people users can train and users I cannot. <br/><br/>We can't train people on our public facing website. So our approach to usability here is simplicity and intuitiveness through user-testing. <br/><br/>We /can/ train internal users (like in a call center or support). So our approach here has little to do with intuitiveness. If we can design a screenflow that shaves 5 seconds off of call time (for every call) at the expense of having to train new hires for an extra 5 minutes (one time only), then we'll have provided hige ROI over the life of that application. <br/><br/>For the latter approach, a good industrial engineer is worth more than a set of expert users. In my industry, I like to make a distinction between people users can train and users I cannot.

We can’t train people on our public facing website. So our approach to usability here is simplicity and intuitiveness through user-testing.

We /can/ train internal users (like in a call center or support). So our approach here has little to do with intuitiveness. If we can design a screenflow that shaves 5 seconds off of call time (for every call) at the expense of having to train new hires for an extra 5 minutes (one time only), then we’ll have provided hige ROI over the life of that application.

For the latter approach, a good industrial engineer is worth more than a set of expert users.

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