Customer Frustration is one Consequence of Poor Usability
Lack of empathy in app design breeds user frustration. User-centric design prevents this, ensuring a smoother experience.
What Is The Difference Between A Code Editor And An IDE Or A Text Editor?
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Pros and Cons of Using These Editors:
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#1 VS Code by Microsoft
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#2 Sublime Text Editor
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Wrapping up the article
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I’ve always believed that empathy is not a tangible value within the borders of the Giant of Africa. We do well with sympathy – but sympathy is too late.
A long time ago, I also concluded that empathy is the bedrock of usability.
Almost every Nigerian netizen has had a painful experience using applications built by government agencies and the civil service. These applications are usually bland and practically unhelpful to users.
The early days had bare HTML and CSS websites. Then came the long reign of Bootstrap. Things have gotten a lot better after the prominence of front-end engineers and product managers. The chances of applying best practices improved, and customer advocacy became a thing – officially.
I recently spent a lot of productive hours looking for a receipt I downloaded from an app without success. Based on my experience on this app, it looked like the person who made the app never imagined this. They never envisioned that customers will need the downloaded receipts.
The app focused on displaying a visual that the receipt had been downloaded. It left out displaying the location of the downloaded file.
I believe the implementation should not have stopped there.
In addition to displaying a visual for successful download, there should have been a display of the downloaded file’s location. This would have helped me check the specified folder for the document.
Another thing that could have been added was an option to open the file. Additionally, there could have been an option to view the file after a successful download.
This could have saved me from experiencing customer frustration. I was in urgent need of the file for some documentation.
At the end of the day, it all boils down to EMPATHY.
Chibuzor Obilom
Software Tester. TechPro. Rubber Duck. Futurist. Comprehensivist. 21st Century Theorist
