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Additional info for About Face 3: The Essentials of Interaction Design
Many companies have begun to focus on serving the needs of people with their products, and are spending the time and money to do upfront design. Many more companies are still failing to do this, and as they maintain their focus on technology and marketing data, they continue to create the kind of digital products we’ve all grown to despise. Here are a few symptoms of this affliction. Digital products are rude Digital products often blame users for making mistakes that are not their fault, or should not be.
Their most important concern is not ease of learning, but the efficiency with which users can route calls, and the rapidity with which those calls can be completed. Ease of learning is also important because it affects the happiness and, ultimately, the turnover rate of employees, so both ease and throughput should be considered in the design. But there is no doubt that throughput is the dominant demand placed on the system by the users and, if necessary, ease of learning should take a back seat.
In recent years, the business community has come to recognize that user research is necessary to create good products, but the proper nature of that research is still in question in many organizations. Quantitative market research and market segmentation is quite useful for selling products but falls short of providing critical information about how people actually use products — especially products with complex behaviors (see Chapter 4 for a more in-depth discussion of this topic). A second problem occurs after the results have been analyzed: Most traditional methods don’t provide a means of translating research results into design solutions.
About Face 3: The Essentials of Interaction Design by Alan Cooper, Robert Reimann, David Cronin