Do you want something that works or something that looks fancy? Sometimes, these two objectives come into conflict. Too often, the IT professionals can’t imagine a solution that does not involve touchscreens and mobile apps.
I’m staying in an upscale hotel in New York this week, and the control panel for heating and lighting is definitely old-school. But it works. And it can be understood and operated by every age group likely to frequent the hotel.
Meanwhile, back in Denmark, we are currently rolling out a new central authentication system. You will have to figure it out in order to do online banking or access public services. It was designed by tech-savvy young people and is very fancy. Too bad it has left hundreds of thousands of non-computer-literate citizens desperately calling the understaffed phone helpline.
Are you sure the solutions you roll out have been tested by the entire target audience?