Conflict of Usability goals with Training objectives?
31 Oct 2004 - 8:03pm
10 years ago
This is a question more from overall product strategy point of view.
The scenario is a typical product redesign initiative with full UCD
recommendations. This involves the whole 9 yards with close
interactions with users. Also, the same team is assigned to carry out
research for training needs too. This is causing some to be skeptical
about the approach. They look at it as two different things and want
it to be dealt with entirely different methodology/teams.
Their argument – "UCD has conflict of interest with training needs".
"UCD's efforts are undermined if Training needs are accessed even
before the design objectives are defined".
This is getting difficult to articulate -- Why is there conflict of
interest? Folks with lots of Common sense suggests that both of them
are just two sides of the same coin?
To explain the context, product redesign have been Product
Management/Technology initiative, while training has always been in
Marketing. The usage of product requires some level of domain
expertise, and training programs currently enhances its usage. This is
an application that also enforces a unique process for customer to
abide with. There are lots of legal, technical, enterprise specific
constraints with its usage.
Any discussion, pointers, case studies, papers will be greatly
appreciated. I would love to hear how this situation is dealt at
(If you wish to stay anonymous, kindly send me the email and I will
summarize it for the whole group.)