Recently, a client told me we needed to redesign the main data-entry form of their company’s flagship product. Customers said they didn’t like the form in our client’s SaaS or cloud-based software. Despite extra training, customers still felt apprehensive and intimidated by its complexity.
The online form was built years ago, without a designer—as was typical of dot-com start-ups. Within a few years, iPhone and iPad showed people that software could be simpler, and that’s what our client’s customers wanted, too.
We were tasked with simplifying the form. We did this by simplifying the mental model from “Surprise juggling” to “Got gossip? Fill me in”.
Our user research and analysis proved that the new mental model let users work faster with fewer errors. Continue reading “The right mental model makes software easier”