Seeking Out That "Well-Crafted user Experience"

IBM Ease of Use talks with Doug Armstrong, Business Consulting Partner, Arthur Andersen, about what users want. When we asked what they considered the most important features of a Web site, navigation and ease of use led the way. It may not have been surprising, but it was disturbing nonetheless. A recent survey of online users conducted by Arthur Andersen revealed that requiring too many clicks to get to the desired information caused more than 80 percent of survey participants to quit in frustration. "When we asked what they considered the most important features of a web site," says Doug Armstrong, managing partner of Arthur Andersen's experience design practice, "navigation and ease of use led the way." That's the kind of information that his company, one of the world's largest business consulting organizations, regularly passes on to its global roster of clients to help them conduct more efficient and profitable operations.