On 9/16/11, m.roth at 5-cent.us <m.roth at 5-cent.us> wrote: > You *need* both. Take too long, and the user will go somewhere else. Of course :D > I remember hearing about another division, a bunch of years ago, when I > worked at the Scummy Mortgage Co. (name available upon request, offline), > where the manager had designed the interface... and all the clerks *hated* > it, and did everything they could to *not* use it. > > In other words, it was a failure. But then, that's another reason I have > always wanted, during the design phase, to talk to the actual end users, > *not* to the Manager Who Knew, I Mean, Everything. Similar experiences, but some bosses/managers just don't accept that we have to talk to the people who will actually be using the interface most of the time. I had customers who told me it's a waste of time talking to the workers because they don't understand the whole operational process and insist we build it the upper management way.