re: McAfee UI Design group wins big w/ 90% dropinsupport calls
6 Jun 2005 - 5:32am
Pabini, you use the specific software mentioend in the article?
This is not about the consumer suite of anti-virus and other security tools
that most people experience, but is for enterprise systems and the article
is quite specific that they only deal w/ system administrators.
There is no mention of their consumer desktop software at all.
If someone reads the article, the #'s of calls is based on the expectation
from their previous experience of calls from the same market with the
previous offering they had. Yes, there are many reasons for a change in the
# of calls, but usually not that dramatic of a change.
Even if the effort was responsible for only 10-25% of the call volume drop,
that would be nice, eh?
> -----Original Message----- > From: >discuss-interactiondesigners.com-bounces at lists.interactiondesi gners.com [mailto:discuss-interactiondesigners.com-> bounces at lists.interactiondesigners.com] On Behalf Of Pabini
> Gabriel-Petit > Sent: Monday, June 06, 2005 5:38 AM > To: ji kim; discuss at ixdg.org > Subject: Re: [ID Discuss] re: McAfee UI Design group wins big > w/ 90% dropinsupport calls > > [Please voluntarily trim replies to include only relevant > quoted material.] > > Hi Ji > > Perhaps they don't receive as many support calls, because > people are so > incensed by McAfee's horrible user interfaces and the > bugginess of their > products that they uninstall the software and switch to a > competitor's > product. That's what I did. I've never used more intrusive > software. It > frequently takes over control of the computer for its > processing tasks and > displays messages that prevent one's continuing with one's work. > > Pabini > > > ----- Original Message ----- > From: "ji kim" <jiskim at pacbell.net> > To: <discuss at ixdg.org> > Sent: Wednesday, June 01, 2005 2:50 PM > Subject: [ID Discuss] re: McAfee UI Design group wins big w/ 90% drop > insupport calls > > > > [Please voluntarily trim replies to include only relevant quoted > > material.] > > > > I read this article couple of months ago.....first I was > glad to seesuch > > article. > > > > Then I started talking this with my colleagues (more > business/marketing > > folks...).......our conclusion was that 90% seems little > high - we felt it > > was exaggerated. There could be variety of reasons why > McAfee didn't > > receive much support calls - one reason might be people > simply didn't > > really use it.....and list does on. Having spend several > years designing > > products for network security, there isn't much users could do with > > produts like ProtectionPilot (product mention in article) > when there is no > > network security problems....I liked the fact that this > article championed > > good UI desing process and the benefits, but it just didn't > provide enough > > details on how they derived that number. > > > > ji > > _______________________________________________ > > Welcome to the Interaction Design Group! > > To post to this list ....... discuss at ixdg.org > > (Un)Subscription Options ... http://discuss.ixdg.org/ > > Announcements List ......... http://subscribe-announce.ixdg.org/ > > Questions .................. lists at ixdg.org > > Home ....................... http://ixdg.org/ > > > > > _______________________________________________ > Welcome to the Interaction Design Group! > To post to this list ....... discuss at ixdg.org > (Un)Subscription Options ... http://discuss.ixdg.org/ > Announcements List ......... http://subscribe-announce.ixdg.org/ > Questions .................. lists at ixdg.org > Home ....................... http://ixdg.org/ >