Skip to content


  • Add this article to your LinkedIn page
  • Add this article to your Twitter feed
  • Add this article to your Facebook page
  • Email this article
  • View or print a PDF of this page
  • Share further
  • Add this article to your Pinterest board
  • Add this article to your Google page
  • Share this article on Reddit
  • Share this article on StumbleUpon
  • Bookmark this page

Usability: ‘Lovely software. But I can’t work it’ 

Jessica TwentymanFinancial Times, page 3 18 June 2009


In her article, Jessica Twentyman discusses everyday software struggles made more frustrating by detours and calls to help desks.

Rob Mettler, of PA Consulting Group says; "It is an idea that has yet to become mainstream for business software, says Rob Mettler, a user experience expert at PA Consulting, a management consultancy.

"Companies developing consumer products have to make them intuitive and simple to use, or they risk the wrath of consumers who are unable to use the latest must-have product, resulting in poor customer satisfaction, low advocacy and no follow-on sales."

“However, business software has often failed to adopt user-centred design techniques. When software is developed for employees, they aren’t treated as customers. They have to use the software, because they’re a captive audience, despite the fact that getting it right leads to benefits in productivity, turnover, efficiency, support costs, adoption, errors, and so on.” he says.

Contact the technology innovation team

By using this website, you accept the use of cookies. For more information on how to manage cookies, please read our privacy policy.