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A huge range of public and private organisations have an online presence - from the smallest company selling through a website to the Government putting tax forms online. All can benefit from designing for usability.
Usability can benefit a wide range of organisations - public and private sector, large and small - because many of these rely on websites. If their owners hope that these will be the main point of contact for the public, then it is vital that they work well. But this is not always the case.
Simple user tests have identified problems with many online applications, from a range of different sectors:
Recent studies show that many users have difficulty even finding application forms on Bank and Building Society websites, let alone completing them. With confusing forms and strange messages, many sites put off otherwise interested customers.
All online businesses face fierce competition, but many still make basic mistakes with site designs. We recently found some holiday sites that don't bother to give any information on destinations - assuming you could find the right holiday in the first place. Other sites surprise customers, showing tax and delivery charges at the last minute. No wonder people abandon shopping trolleys so often.
Local and National Governments are using the internet to provide - and collect - information. The UK Government initiative to move online seems like a sensible idea. But a recent survey found that many sites are poorly designed, as shown by the tiny proportion of people who used the online self assessment forms on the Inland Revenue site.
Most Universities and Institutes of Higher Education have websites, but few meet the needs of all their users. Course information for prospective students is vital - but is not always available in a form that blind students can use. This is surprising as these organisations have both a moral and a legal requirement to meet the needs of disabled users.
Not a true sector of the economy - more like a nationally missed opportunity! Intranets can be a valuable tool, acting as a repository for information and supporting people as they work on projects and socialise together. But many intranets are poorly thought out and maintained, sometimes with millions of (out of date or downright contradictory) pages. Ignoring user needs often leads to an inefficient, confusing tool that is ignored by your staff whenever possible.
Regardless of size or sector, the tools that organisations provide must meet the needs of the people using them. If they do not, the money you spend will be wasted.