Providing documentation is not enough

In "Ease of Learning" (subscription required for full access), an opinion piece in Technology Review, Michael Schrage lays it on the line about a company's responsibility for assisting customers in using their innovative products:

"It's shockingly apparent that too many innovators rely not on better training sessions and documentation to support their users' learning curves, but only on Web pages that list frequently asked questions. [...] This has nothing to do with making innovations easier to use. After all, a bicycle is easy to use; but learning how to ride one isn't so easy -- especially if you're an adult. Do you want to be taught how? Or do you want to learn how on your own? [...] Encouraging users to read the directions just doesn't cut it. Innovations in learning and teaching will determine which innovation pass the test with customers and which flunk."

Posted: January 13, 2003 link to this item, Tweet this item, respond to this item