Are gadgets too complex for us?

Frustration with getting products working leads to 50 percent of returns, Dutch researcher finds.

The story "Are gadgets too complex for us?" published March 6, 2006 at 11:00 AM is no longer available on CNET News.

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[Dead Soulman]

Yes and No

Products today are complicated to figure out for the average consumer. It may relie on the fact that in order to beat the other guy, companies cram as many features as possible into the product.

Take for example a cell phone. How many features do they put into it, and do you use them, or have figure out how to use them all??? Probably not. Call me simple, but I want my cellphone to work as a phone 24/7 and anywhere I may be. No drop spots or any other excuses for not working as what it is "A PHONE". I don't care that it can also do your taxes. If it doesn't deliver 100% as a phone, then drop all the silly features and give me a phone that works well.

And that's what happens with everything else.

However, I must mention that often times people fail to take a look at the manuals. I've dealt with numerous individuals who had issues with their gadgets, and when I looked at the manual, there was the answer to their problem. Manuals aren't always written well either. But, a little bit of a background in the field of what the product was designed for often comes in handy.

Basically, drop all the silly features. Give people a product that performs well as to what it was originally designed for. Just like you have the iPod that it's first and MP3, and then it also plays video. Same thing with the PSP. It's a game machine which can also handle additional features. But, it performs the first and main feature well.

But, just like our friend the cell phone. Many useless features are added just to distract you from their poor service and signals.

Simplicity always reigns.

[jeo4long]

Too Difficult or Too Lazy to learn?

I agreed on most of the point in regard the device must function well on their primary purpose. However, I think most of the time people are too lazy to explore on different functionalities that could be very very useful.

For example, I think Sony CLIE is one of the best quality PDA out there ever made (physical look, screen quality and functionalities). US Consumer complains that it is too difficult to use and stay with the simple yet poor quality design other PALM devices. I really puzzled on what is the difficulties that people encounter on using CLIE. All the basic Palm functions are there and all are the same and CLIE does perfectly well on those things. Yet the additional functions (such as multimedia capabilities) are far beyond any of its peer at that time and I don't think it is too difficult to use either!

Another sample, you mention iPod. I don't think other MP3 devices are less "easy" to use than iPod and there are so many great MP3 players out there that actually surpass iPod in both quality and design. And people are too lazy to learn to convert their song to MP3 (which is only one click of a button on Windows Media Player) and dragging the files to the music player. Instead they want ONE button to do it all but some time that ONE button is not enough.

I think we should not sacrifice functionalites over simplicity and that is frequently happen here in the United States.

[jeo4long]

Too Difficult or Too Lazy to learn?

I agreed on most of the point in regard the device must function well on their primary purpose. However, I think most of the time people are too lazy to explore on different functionalities that could be very very useful.

For example, I think Sony CLIE is one of the best quality PDA out there ever made (physical look, screen quality and functionalities). US Consumer complains that it is too difficult to use and stay with the simple yet poor quality design other PALM devices. I really puzzled on what is the difficulties that people encounter on using CLIE. All the basic Palm functions are there and all are the same and CLIE does perfectly well on those things. Yet the additional functions (such as multimedia capabilities) are far beyond any of its peer at that time and I don't think it is too difficult to use either!

Another sample, you mention iPod. I don't think other MP3 devices are less "easy" to use than iPod and there are so many great MP3 players out there that actually surpass iPod in both quality and design. And people are too lazy to learn to convert their song to MP3 (which is only one click of a button on Windows Media Player) and dragging the files to the music player. Instead they want ONE button to do it all but some time that ONE button is not enough.

I think we should not sacrifice functionalites over simplicity and that is frequently happen here in the United States.

[Dead Soulman]

Yes and No

Products today are complicated to figure out for the average consumer. It may relie on the fact that in order to beat the other guy, companies cram as many features as possible into the product.

Take for example a cell phone. How many features do they put into it, and do you use them, or have figure out how to use them all??? Probably not. Call me simple, but I want my cellphone to work as a phone 24/7 and anywhere I may be. No drop spots or any other excuses for not working as what it is "A PHONE". I don't care that it can also do your taxes. If it doesn't deliver 100% as a phone, then drop all the silly features and give me a phone that works well.

And that's what happens with everything else.

However, I must mention that often times people fail to take a look at the manuals. I've dealt with numerous individuals who had issues with their gadgets, and when I looked at the manual, there was the answer to their problem. Manuals aren't always written well either. But, a little bit of a background in the field of what the product was designed for often comes in handy.

Basically, drop all the silly features. Give people a product that performs well as to what it was originally designed for. Just like you have the iPod that it's first and MP3, and then it also plays video. Same thing with the PSP. It's a game machine which can also handle additional features. But, it performs the first and main feature well.

But, just like our friend the cell phone. Many useless features are added just to distract you from their poor service and signals.

Simplicity always reigns.

[jeo4long]

Too Difficult or Too Lazy to learn?

I agreed on most of the point in regard the device must function well on their primary purpose. However, I think most of the time people are too lazy to explore on different functionalities that could be very very useful.

For example, I think Sony CLIE is one of the best quality PDA out there ever made (physical look, screen quality and functionalities). US Consumer complains that it is too difficult to use and stay with the simple yet poor quality design other PALM devices. I really puzzled on what is the difficulties that people encounter on using CLIE. All the basic Palm functions are there and all are the same and CLIE does perfectly well on those things. Yet the additional functions (such as multimedia capabilities) are far beyond any of its peer at that time and I don't think it is too difficult to use either!

Another sample, you mention iPod. I don't think other MP3 devices are less "easy" to use than iPod and there are so many great MP3 players out there that actually surpass iPod in both quality and design. And people are too lazy to learn to convert their song to MP3 (which is only one click of a button on Windows Media Player) and dragging the files to the music player. Instead they want ONE button to do it all but some time that ONE button is not enough.

I think we should not sacrifice functionalites over simplicity and that is frequently happen here in the United States.

[jeo4long]

Too Difficult or Too Lazy to learn?

I agreed on most of the point in regard the device must function well on their primary purpose. However, I think most of the time people are too lazy to explore on different functionalities that could be very very useful.

For example, I think Sony CLIE is one of the best quality PDA out there ever made (physical look, screen quality and functionalities). US Consumer complains that it is too difficult to use and stay with the simple yet poor quality design other PALM devices. I really puzzled on what is the difficulties that people encounter on using CLIE. All the basic Palm functions are there and all are the same and CLIE does perfectly well on those things. Yet the additional functions (such as multimedia capabilities) are far beyond any of its peer at that time and I don't think it is too difficult to use either!

Another sample, you mention iPod. I don't think other MP3 devices are less "easy" to use than iPod and there are so many great MP3 players out there that actually surpass iPod in both quality and design. And people are too lazy to learn to convert their song to MP3 (which is only one click of a button on Windows Media Player) and dragging the files to the music player. Instead they want ONE button to do it all but some time that ONE button is not enough.

I think we should not sacrifice functionalites over simplicity and that is frequently happen here in the United States.

[mdburkey]

Philips Managers? No Wonder!

Considering that she gave the devices to a bunch of Philips managers, I am not surprised that they couldn't figure them out.

Having dealt personally with the folks from Eindhoven myself, I can say they aren't the world's brightest bunch.

The engineering staff in Eindhovenm, Bruge, etc are brilliant -- but the management, well...

[mdburkey]

Philips Managers? No Wonder!

Considering that she gave the devices to a bunch of Philips managers, I am not surprised that they couldn't figure them out.

Having dealt personally with the folks from Eindhoven myself, I can say they aren't the world's brightest bunch.

The engineering staff in Eindhovenm, Bruge, etc are brilliant -- but the management, well...

[jones172]

Products need usability testing

There is a discipline called "usability testing," in which hardware and software is tested to see if mortal man can use it. Jakob Nielsen is a leader in the field. Please see www.useit.com

Thomas Jones

[Charleston Charge]

Very good point

This is a very important part of design that is often skimped on or skipped entirely. While the developer will know exactly how it works, your everyday person necessarily won't.

[jones172]

Products need usability testing

There is a discipline called "usability testing," in which hardware and software is tested to see if mortal man can use it. Jakob Nielsen is a leader in the field. Please see www.useit.com

Thomas Jones

[Charleston Charge]

Very good point

This is a very important part of design that is often skimped on or skipped entirely. While the developer will know exactly how it works, your everyday person necessarily won't.

[jzsaxpc]

testing helps, but...

People need to simple be able to figure this stuff out. I am a "young person", one of the skills I learned while growing up was how to problem solve electronics. Its the same thing as learning how to start a fire, or learning how to build a house, any of those skills.

It is simply a skill that you need to develop. Products need to be easy to use, always, of course, however, and I would like to point out an example which sets the spotlight on itself, and that is Windows. You have users, some of which can figure things out by themselves, and others who are totaly clueless (seriously, the gap in understsanding how computers works is absurd. I've worked with older people, when I say to open this program, I have to say, move mouse to left side of screen, open start menu, go to programs... it is really sad, it is a larger gap then if you were working with a mentaly disabled child). So, then you have windows.

All easy, user friendly "supposidly". However, no product is perfect, and any windows user can attest to that. So, what you end up having is a watered down version of the software that, yes, is easy to use, but doesn't do a lot. Now lets look at Vista, what a huge mistake.

Six different levels, I understand the levels, why do you need like remote access if all you do use word, but honestly, some of the features, like computer montering, where it checks your computer, and HDD, tells you how everything is working, spyware software, preformance boosting stuff, this needs to be included in all windows editions. Why should you have to pay 300 more for small programs (that run behind the scenes) that benifit EVERYONE's computer, weither you play solitare, or are hacking into the 802.11 from the house down the block?

[jzsaxpc]

testing helps, but...

People need to simple be able to figure this stuff out. I am a "young person", one of the skills I learned while growing up was how to problem solve electronics. Its the same thing as learning how to start a fire, or learning how to build a house, any of those skills.

It is simply a skill that you need to develop. Products need to be easy to use, always, of course, however, and I would like to point out an example which sets the spotlight on itself, and that is Windows. You have users, some of which can figure things out by themselves, and others who are totaly clueless (seriously, the gap in understsanding how computers works is absurd. I've worked with older people, when I say to open this program, I have to say, move mouse to left side of screen, open start menu, go to programs... it is really sad, it is a larger gap then if you were working with a mentaly disabled child). So, then you have windows.

All easy, user friendly "supposidly". However, no product is perfect, and any windows user can attest to that. So, what you end up having is a watered down version of the software that, yes, is easy to use, but doesn't do a lot. Now lets look at Vista, what a huge mistake.

Six different levels, I understand the levels, why do you need like remote access if all you do use word, but honestly, some of the features, like computer montering, where it checks your computer, and HDD, tells you how everything is working, spyware software, preformance boosting stuff, this needs to be included in all windows editions. Why should you have to pay 300 more for small programs (that run behind the scenes) that benifit EVERYONE's computer, weither you play solitare, or are hacking into the 802.11 from the house down the block?

[markdoiron]

My Ultimate Example

Having engineered user design for complex military command and control systems for years, I have a strong disdain for designers who blame usability problems on user training (or failure to read the manual). The real problem is engineers who fail to see the advantages of a simple, easy to use product. And, my most egregious example of this is the car clock. Yeah, 40 years ago those clocks didn't work for very long and that's been fixed. But in order to get clocks to have a long life did we HAVE to obscure how to set the time on it? Why must I read the manual just to set the time on a car clock?

mark d.

[markdoiron]

My Ultimate Example

Having engineered user design for complex military command and control systems for years, I have a strong disdain for designers who blame usability problems on user training (or failure to read the manual). The real problem is engineers who fail to see the advantages of a simple, easy to use product. And, my most egregious example of this is the car clock. Yeah, 40 years ago those clocks didn't work for very long and that's been fixed. But in order to get clocks to have a long life did we HAVE to obscure how to set the time on it? Why must I read the manual just to set the time on a car clock?

mark d.