Re: Concern about the level of sophistication of users of a Web application

Hi Hal,

Well this is a typical consultant problem.

The client wants X, you know X +Y would really help them. They are not convinced or you cannot convince them (whatever), Y will cost more, is the consultant fishing for more money?, who will maintain it etc. etc.

First and foremost, give what the client wants if that is technically feasible (even though they are misguided :)

Second give them a glimpse of what they could have had and leave it like that.

If you have done a good job, they might be banging on your door a couple of months later, saying, you know you're right, I didn't believe you at the time but now we are using that product yes we do need that added stuff and since you did a good job first time round.. suddenly you have a new contract, you are a trusted advisor and the company may be willing to take on more new ideas.

It has happened to me. I hope that helps...

All the best,
Stephen Corbett

-----Original Message-----
From: ACM SIGCHI WWW Human Factors (Open Discussion) [mailto:[email protected]] On Behalf Of Hal Shubin
Sent: 28 July 2009 20:49
To: [email protected]
Subject: Concern about the level of sophistication of users of a Web application

I'm developing a Web application with a client. The users will all be
internal -- a small group of people, but it's an application they'll
use all day long.

The client is worried that using anything beyond standard HTML may
confuse the users because some of them are not very sophisticated in
their Web use. (Based on my interactions with the users to far, I'm
not sure this is a problem, but the client does, so it is.)

I'm developing a plan for a survey and a series of customer
interviews. I want to see what they currently use online and see how
they react to some things that we are considering for the UI. At this
point, I think I'll do some interviews, use that information to create
a survey, then do some more interviews based on all that we learned up
to that point.

There is some training involved in this application, but they're
obviously looking to limit the amount that is required. On the other
hand, it's an application that will be in use for many years, so a few
minutes of training to introduce some new concepts that save time
seems like a good investment.

I don't want to use cool features just for the sake of having them,
but I don't want to create something that's immediately out of date.
And if we can save time by eliminating page transitions, then I'm all
for it. (I've always thought that page transitions are one of the
biggest problems on the Web -- sometimes you forget what you were
doing by time the page loads.)

And I thought I'd start by asking all you smart folks if you had any
suggestions while I'm coming up with the plan.

thanks                          -- hs


- - - - - - - - - -
Hal Shubin
617 489 6595  |  www.user.com

    --------------------------------------------------------------
    Tip of the Day: Quote only what you need from earlier postings
     CHI-WEB: www.sigchi.org/web POSTINGS: mailto:[email protected]
              MODERATORS: mailto:[email protected]
       SUBSCRIPTION CHANGES & FAQ:  www.sigchi.org/web/faq.html
    --------------------------------------------------------------



********************************************************************************************************************

This message may contain confidential information. If you are not the intended recipient please inform the
sender that you have received the message in error before deleting it.
Please do not disclose, copy or distribute information in this e-mail or take any action in reliance on its contents:
to do so is strictly prohibited and may be unlawful.

Thank you for your co-operation.

NHSmail is the secure email and directory service available for all NHS staff in England and Scotland
NHSmail is approved for exchanging patient data and other sensitive information with NHSmail and GSI recipients
NHSmail provides an email address for your career in the NHS and can be accessed anywhere
For more information and to find out how you can switch, visit www.connectingforhealth.nhs.uk/nhsmail

********************************************************************************************************************

    --------------------------------------------------------------
    Tip of the Day: Suspend your subscription if using auto replies
     CHI-WEB: www.sigchi.org/web POSTINGS: mailto:[email protected]
              MODERATORS: mailto:[email protected]
       SUBSCRIPTION CHANGES & FAQ:  www.sigchi.org/web/faq.html
    --------------------------------------------------------------