There are too many techies in technology!
WOW! I didn’t see this one coming, but it’s been too long in coming ” … there are too many technologists in technology”. I found this in the article ‘Memo to Vendors: Here’s How to Build a Winner‘ by Mike Elgan of Computerworld writing for PCWorld.
Elgan lists the following important points:
- Consistency
- Simplicity
- Performance
- Stability
In his words, all of these boil down to the issue of Control. Who is in control of the application? He goes on to discuss the flaws in usability testing ad the sort of issues that concern the people running them, but his point, and mine as well here, is that it’s more about how the person FEELS than the goal they’re trying to achieve.
When your customer faces your system, what do they see in their minds eye and what do they feel? Do they seem to see a technologist staring back at them explaining things in arcane language and getting upset when they do something wrong? Or do they see a friendly, helpful interface that gives them control over their destiny?
My contention is that too many systems are built by technologists without any understanding of the customer’s point of view. Not just what they’re goal is, but how they FEEL about your company as they’re dealing with you.