Report

April 2002

Packaged Apps Fail The Usability Test

John Dalton 		Usability flaws in enterprise apps -- like CRM and content management packages -- erode benefits. To reclaim ROI, firms must learn how to support user goals when buying and implementing software.
by John Dalton with Harley Manning, Christopher Mines, Moira Dorsey

MARKET OVERVIEW
  • Software usability goals are business goals.
  • Every app we tested failed basic usability criteria.
ANALYSIS
  • Market dynamics exacerbate the problem.
  • Usability failures can add $6 million to an app's cost.
  • Firms must reset old buying habits to avoid future mishaps.
ACTION
  • Software suppliers must overhaul product design processes.
WHAT IT MEANS
  • Microsoft gets a boost by front-ending unusable apps.
 
Figures & Data
  • Figure 1.  Packaged Apps Fail To Deliver Usability Basics
  • Figure 2.  Sales Cycle Dysfunction
  • Figure 3.  Model: US CRM App Costs -- Acme Case Study
  • Figure 4.  Types Of Usability Problems And Their Causes
  • Figure 5.  User Profiles Help Prioritize Usability Requirements
   
RELATED MATERIAL 
  • Online Resources
  • Expert Sources
  • Companies Surveyed Or Interviewed For This Report
  • Related Research
 
GRAPEVINE
  • Dude, you're kicking a Dell.
  • No one is safe.
  • Complex navigation will mess with your head.

 

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