re: McAfee UI Design group wins big w/ 90% dropinsupport calls

6 Jun 2005 - 5:32am
284 reads
Dave Malouf
2005

Pabini, you use the specific software mentioend in the article?
This is not about the consumer suite of anti-virus and other security tools
that most people experience, but is for enterprise systems and the article
is quite specific that they only deal w/ system administrators.

There is no mention of their consumer desktop software at all.

If someone reads the article, the #'s of calls is based on the expectation
from their previous experience of calls from the same market with the
previous offering they had. Yes, there are many reasons for a change in the
# of calls, but usually not that dramatic of a change.

Even if the effort was responsible for only 10-25% of the call volume drop,
that would be nice, eh?

-- dave

> -----Original Message-----
> From:
> discuss-interactiondesigners.com-bounces at lists.interactiondesi
gners.com [mailto:discuss-interactiondesigners.com->
bounces at lists.interactiondesigners.com] On Behalf Of Pabini
> Gabriel-Petit
> Sent: Monday, June 06, 2005 5:38 AM
> To: ji kim; discuss at ixdg.org
> Subject: Re: [ID Discuss] re: McAfee UI Design group wins big
> w/ 90% dropinsupport calls
>
> [Please voluntarily trim replies to include only relevant
> quoted material.]
>
> Hi Ji
>
> Perhaps they don't receive as many support calls, because
> people are so
> incensed by McAfee's horrible user interfaces and the
> bugginess of their
> products that they uninstall the software and switch to a
> competitor's
> product. That's what I did. I've never used more intrusive
> software. It
> frequently takes over control of the computer for its
> processing tasks and
> displays messages that prevent one's continuing with one's work.
>
> Pabini
>
>
> ----- Original Message -----
> From: "ji kim" <jiskim at pacbell.net>
> To: <discuss at ixdg.org>
> Sent: Wednesday, June 01, 2005 2:50 PM
> Subject: [ID Discuss] re: McAfee UI Design group wins big w/ 90% drop
> insupport calls
>
>
> > [Please voluntarily trim replies to include only relevant quoted
> > material.]
> >
> > I read this article couple of months ago.....first I was
> glad to seesuch
> > article.
> >
> > Then I started talking this with my colleagues (more
> business/marketing
> > folks...).......our conclusion was that 90% seems little
> high - we felt it
> > was exaggerated. There could be variety of reasons why
> McAfee didn't
> > receive much support calls - one reason might be people
> simply didn't
> > really use it.....and list does on. Having spend several
> years designing
> > products for network security, there isn't much users could do with
> > produts like ProtectionPilot (product mention in article)
> when there is no
> > network security problems....I liked the fact that this
> article championed
> > good UI desing process and the benefits, but it just didn't
> provide enough
> > details on how they derived that number.
> >
> > ji
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