Re: [Sigia-l] is bad design a choice?

From: Skot Nelson (skot_at_penguinstorm.com)
Date: Tue Oct 18 2005 - 11:15:03 EDT

• Next message: Listera: "Re: [Sigia-l] Re: Design(ers) [was: is bad design a choice?]"
• Previous message: Peter Morville: "RE: [Sigia-l] [OT] Safari Bookshelf was:AmbientFindability(Information Interaction)"
• In reply to: Todd Warfel: "Re: [Sigia-l] is bad design a choice?"
• Next in thread: Bill Killam: "RE: [Sigia-l] is bad design a choice?"
• Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] [ attachment ]

On Oct-18-2005, at 5:28 AM, Todd Warfel wrote:

> I actually did that. The online banking interface was so poor that
> I had to
> switch to the bank I'm with now - couldn't be bothered with the
> other one.
> It was simply dreadful.

I used to see this happen a lot, in both directions. Banking is an
extremely complex activity, and the features that are important to
one person may not be irrelevant to the next. It's field where
usability can have a tremendous impact on customer satisfaction.

This is increasingly true, as banking is increasingly about
interacting with technology, not people. The only time many customers
interact with an actual human being in their banking lives now is
when they have a complaint.

Keep in mind things that make banking different, and mean that
interaction design matters even more than with many other applications:
- extremely complex
- most transactions/interactions are purely digital with no physical
product at all (William Gibson was once asked "What is cyberspace?"
His answer: "I don't know but I know it's where the bank keeps my
money". Physical money is a pretty abstract concept at this point for
many people.)
- very repetitive

Banking's quite unique in many ways really. It certainly isn't eBay
or Amazon.com.

--
Scott Nelson
skot_at_penguinstorm.com
http://www.penguinstorm.com/
------------
When replying, please *trim your post* as much as possible.
*Plain text, please; NO Attachments
Searchable Archive at http://www.info-arch.org/lists/sigia-l/
IA 06 Summit.  Mark your calendar.  March 23-27, Vancouver, BC
________________________________________
Sigia-l mailing list -- post to: Sigia-l_at_asis.org
Changes to subscription: http://mail.asis.org/mailman/listinfo/sigia-l

• Next message: Listera: "Re: [Sigia-l] Re: Design(ers) [was: is bad design a choice?]"
• Previous message: Peter Morville: "RE: [Sigia-l] [OT] Safari Bookshelf was:AmbientFindability(Information Interaction)"
• In reply to: Todd Warfel: "Re: [Sigia-l] is bad design a choice?"
• Next in thread: Bill Killam: "RE: [Sigia-l] is bad design a choice?"
• Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] [ attachment ]

This archive was generated by hypermail 2.1.6 : Tue Oct 18 2005 - 14:16:29 EDT