Re: [agile-usability] medical analogy -- a back to business sample
- Yesterday, I sat in a meeting trying to figure out how to present
certain things to the end user. A representative from Customer Support
joined us. This is an example on how a user (representative) describes a
symptom by proposing an alternative solution. This is a bit different
from the medical analogy, as users often propose solutions, while
patients seldom propose treatments.
One problem was how the list of the user's agreemements. An agreement is
identified by its number, which can have 11, 8 or 4+2 digits. Our
Customer Support representative wanted to show the 4+2 agreements as one
number with 4 digits followed by a dropdown list containing the last 2
We really didn't understand which problem that would solve, as it would
be no easier for the user to find a certain agreement. A dropdown is
good at showing a lot of information and conserve space, but it is a
navigation nightmare. It turns out that certain users can have a lot of
the 4+2 variety, but at the same time, those agreements have low value.
The real problem was our list being poluted by a lot of uninteresting
The proposed solution was to show the 4 digits once in the list and
introduce a show/hide button to display all variations for that number.