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Half of all returns?

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  • William Pietri
    ... Heh. If only there were some way designers could get feedback earlier... William
    Message 1 of 1 , Mar 7, 2006
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      An interesting bit off of the Reuters newswire:

      > AMSTERDAM (Reuters) - Half of all malfunctioning products that are
      > returned stores by consumers work just fine, if only the customer knew
      > how to operate the device, a scientist said on Monday.
      >
      > Such product complaints and returns are often caused by poor design,
      > but companies often dismiss them as "nuisance calls," Elke den Ouden
      > found in her thesis at the Technical University of Eindhoven in the
      > south of Netherlands
      >
      > A wave of versatile electronics gadgets has flooded the market in
      > recent years, ranging from MP3 players and home cinema sets to media
      > centers and wireless audio systems, but consumers still find it hard
      > to install and use them, she said.
      >
      > The average consumer in the United States will struggle for 20 minutes
      > to get a device working, before giving up, the study found.
      >
      > Product developers, brought in to witness the struggles of average
      > consumers, were astounded by the havoc they created.
      >
      > She also gave new products to a group of managers from consumer
      > electronics company Philips, asking them to use them over the weekend.
      > The managers returned frustrated because they could not get the
      > devices to work properly.
      >
      > Most of the flaws found their origin in the first phase of the design
      > process: product definition, Den Ouden found.
      >

      Heh. If only there were some way designers could get feedback earlier...


      William
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