I’ve written about the problems resulting from the lack of quality in tech products before, and it appears that the situation isn’t getting any better. A report (based on a survey) just published by the Pew Internet and American Life Project reveals that “48% of technology users need help from others with new devices and many tech users encounter problems with their internet connections, home computers or cell phones”. This state of affairs is absolutely atrocious, and we all pay for it not just in higher prices, but in lower productivity as well. Isn’t this technology supposed to be having the opposite effect?
I don’t think there is any more important challenge facing tech (and my little corner of it, wireless and mobile) than building quality into products and in improving ease-of-use. This means getting it right when the product ships, building products that self-describe their functions rather than relying on a multi-hundred-page manual that no one reads or an overburdened, under-qualified help desk that everyone instead calls. This means designing products that are simple and intuitive for pros and novices alike; Apple makes very good margins by following this principle even if no manufacturer gets it right all the time. It means regardless an entirely different attitude towards technology than most vendors now have.
The report further notes that “29% of cell phone users say their device failed to work properly at some time in the previous year”, and “26% of those with Blackberries, Palm Pilots or other personal digital assistants say they have encountered a problem with their device at some time in the previous 12 months.” My, we have a lot of work to do here.
