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Study: 50 percent of refunds due to bad design
March 8, 2006 | Posted by: Nicholas
It’s a good thing customers can’t “return” web sites, but this underscores the need for good design and usability in the “products” we make.
Research shows that half of all electronics returned to stores for a refund are actually working as they should, but the customer has not managed to figure out how to get the thing to function properly.
Most of the flaws found their origin in the first phase of the design process: product definition, Den Ouden found.
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