#27031
Design and optimize products around basic features. The result--you will sell more products and improve the chances of people using secondary features (such as value added services).
Szuc, Daniel and Gerry Gaffney. Apogee (2004). Design>Web Design>Usability
#27029
Usability is about understanding your users, and designing and testing with and for those users. However, there are other competing needs that need to be considered to ensure product success. In architectural and technical drawings, different layers or transparencies are often overlaid to assemble the complete design solution. A similar "design transparency" approach can ensure that product teams are working towards a common goal, gaining a balanced view, and increasing the chance of success.
Szuc, Daniel and Gerry Gaffney. Apogee (2005). Design>Web Design>Usability
#27030
Customers avoid web-based customer support if information is not relevant, out of date or hard to find. Without a business commitment to addressing these issues, customers will continue to prefer contacting a service representative by phone.
Szuc, Daniel and Gerry Gaffney. Apogee (2005). Articles>Documentation>Help>Online
#24734
People are increasingly relying on web channels to check on their billing relationship with companies. The problem: Not all billing applications present information that’s easy to navigate and action.
Szuc, Daniel and Gerry Gaffney. Usability Professionals Association (2004). Articles>Usability>Web Design
#27028
Planning for User Research Success
Planning is crucial if you want your user research efforts to be effective. You need to think about what information you need to gather, and why, before embarking on any research. Good planning, well communicated to the client or project, and followed by careful implementation will ensure your research is effective.
Szuc, Daniel and Gerry Gaffney. Apogee (2005). Articles>Usability>Research
