People give themselves about 20 minutes to figure out how a device they just bought works. Compare that to the web.
“Half of all malfunctioning products returned to stores by consumers are in full working order, but customers can’t figure out how to operate the devices, a scientist said on Monday. Product complaints and returns are often caused by poor design, but companies frequently dismiss them as “nuisance calls,” Elke den Ouden found in her thesis at the Technical University of Eindhoven in the south of the Netherlands…Most of the flaws found their origin in the first phase of the design process: product definition, Den Ouden found.”
Link: Complexity causes 50% of product returns: scientist (yahoo.com)
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