Some Health Care Web Sites Crippled by Bad User Interfaces
It is not surprising that consumer-oriented web sites such as these make stupid presumptions. Many IT departments with customer-facing web sites limit their usability testing to platforms that they think people have in their homes (i.e. AOL or IE, Windows 9x or ME, etc.). Of course, many customers attempt to access these sites from work, where they use exotic operating systems like Windows NT 4.0 and browsers like Netscape Communicator 4.x.
The article is well-written because it returns again and again to the added support cost of poor user interface design. Added costs are the only metric to which some poorly managed insurance and healthcare companies respond. We agree that these problems are endemic in that industry, and more attention needs to be directed at these problems before they will be solved.