Why things will get worse:
The forces moving against Quality In Use (usability)
Why User Needs are going to get even less consideration in the future operation of call centres, outsourced IT, and other Business Process Outsourcing
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Why things will get worse:The forces moving against Quality In Use (usability)Why User Needs are going to get even less consideration in the future operation of call centres, outsourced IT, and other Business Process Outsourcing
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| Outsourcing-users home | ||
Things are going to get worse. The poor standard of usability we 'enjoy' now is going to deteriorate further. The reasons for this are as follows:
The outsourcing providers are forming trade associations and developing metrics that will put user needs even further down their agenda, and may mislead potential customers.
The customers look set to outsource more complex processes with more demanding interfaces.
The technology is going multi-modal.
Costs are getting squeezed, so contracts will get tighter.
More to follow.
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