Sean Gilchrist, Managing Director, Commercial Digital, Lloyds Banking Group, discusses the dangers of failing to consider customer usability when designing systems, the value of building user testing into an iterative development process and the need to
incorporate customer feedback on an ongoing basis.
About 25 years ago I walked into a new job as a programmer / analyst / AVP, and was tasked with rewriting an account manager inquiry system where users would look up their clients loans, securities and the like. Original system providing the data was very
hard to use, so these bankers wouldn't touch it. A redo had already failed, because it had the exact same look and feel of the original system. The manager wanted an identical redo - and I said NO. I created a new terminal (VT100) based GUI simple enough
for a child to use, and built the new inquiry system using taht GUI. I prototyped the system, demo'd it, then built it, and the users accepted it. Sounds simple, but I had to fight to get to do it in a way the users could handle.
© Finextra Research 2018