“Some 70% of failed CRM projects claim lack of user adoption as a primary contributor. Even successful projects cite low user adoption as a barrier to timely project completion” – As per research from Forrester.
So why do intelligent, experienced, educated designers and product managers produce software that frustrates their user base?
Let’s know this for once and all; For Enterprise users the focus is shifting from ‘In the office’ to ‘anywhere, and anytime’. With this change in trend the enterprise vendors must adapt to the user experience which can be adopted by the users.
Primary reasons for Enterprise software to be ‘So-Hard’ to use should fall under following;
1. Enterprise buyers in most of the cases will never be the Users.
2. The Constraint faced due to Architecture
3. There is always a risk of ‘Change’ being ‘Challenged’
4. No specific target groups of users – Solution being generic
Let’s take them one by one;
In order to understand #1, think it this way, In majority of the ERP solutions, people who buy the product are not the end users. This ‘Divorces’ users from any decision making capability. Majority of the time the senior management will put features, cost, and most importantly the ‘Trust and Relation’ on the vendor at the top.
There’s been no cost justification for simplifying the solution.
The customers who have been using a version 3.0 of a product will upgrade from 4.5 to 5.0 just because they don’t want to start again with another application, and the learning curve, customization, and deployment that comes with it.
Majority of the time usability problems are addressed as Complaints or as an expensive training.
Management needs to understand ‘Total Cost of Ownership’ doesn’t end at install.
Let’s talk about #2
Majority of the enterprise solutions look like the solution from 90s. And that is fine, because that is what they were supposed to be. They were designed by Software Developers and not by UI designers. The entire focus was on to utilize Computation power and not the user’s need! Let’s make it clear, it’s not the job of a developer to think about the psychology of the users on the other side of mouse!
The development team did their job, and did it well enough to stand the test of time. What it can’t do however is to test the prowess of usability.
I am not a developer, but what I understand of enterprise product’s code is; their GUI is deeply embedded in the product with workflows being hard coded. Hence it becomes tough to change or re-write the code!
One major contributor to lose of usability is; Acquisition. You end up merging not only the culture but also the architecture of several different modules. You think that this makes the offering more robust and keeps the acquired users happy. But in reality combining different architectures and technologies might result in a richer product, but it leaves the underlying code a goopy mess’, which makes it tough to comply with usability standards.
We will talk about other 2 elements and further solution in this regard in up coming posts. Thanks for reading / visiting.
Before you buy software, make sure it believes in the same things you do. Whether you realize it or not, software comes with a set of beliefs built in.Before you choose software, make sure it shares yours. – PeopleSoft Advertisement