Jeffrey Veen

Make Them Do All The Work

There's an interesting thing about a lot of the services companies build on the Web -- they shift the burden of data entry from a customer support representative to the end user. Think about buying an airline ticket. You search for fares. You enter your personal data. You print out the confirmation. It's a benefit for both companies (they can cut down on support personel) as well as users (they can control and verify the data being entered) -- but only if the site is designed carefully. Lane takes a look at this issue in the latest Adaptive Path essay.

This entry was written by Jeffrey Veen and posted 16 November 2002 at 9:16 AM. It was filed under Information Architecture. | View blog reactions