Half of all malfunctioning products returned to stores by consumers are in full working order, but customers can't figure out how to operate the devices. Product complaints and returns are often caused by poor design, but companies frequently dismiss them as "nuisance calls.
The average consumer in the United States will struggle for 20 minutes to get a device working, before giving up.
Most of the flaws found their origin in the first phase of the design process.
This last one might be viewed as the most important. During the design of a system program or product, most of the problems with interface or use that are going to crop up are built into the system.