Failure to Fix Causes Stress

In tech comm, we often talk about “customer support liabilities”, i.e., product issues that make a customer call for support (which is expensive for the company). Task-oriented design, usability, and good user testing can prevent these costly flaws in a product. In addition to the expense of paying for technical support, there is lost productivity and greater user frustration which companies frequently don’t figure into their analysis of their bottom line. Here’s an example of a fixable issue that causes people a LOT of problems. A large western college has an online testing system that only works in Internet Explorer. (That’s problem #1.) The only correct way to exit the testing system is to click the small Logout link in the upper right corner. If you close your browser, exit using the X in the corner, your computer crashes, you close your laptop, or exit the system in any way other than with the Logout link, the system _locks you out for a minimum of two hours_. This also happens if there is another login to the testing system on your account from a different machine. Supposedly, this is a security “feature”, but in reality, it is a huge problem…

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