InfoCentre

Focus groups, customer feedback, questionnaires and the views of frontline staff all have a role to play in forming a usability strategy, but can they really replace formal 'user requirements gathering'.

By creating personae and conducting user research, field studies, and laboratory testing, the usability team in Microsoft was able to shape the outcome of the product based on what the users want and need.

Some form of feedback or progress is of enormous assistance to the user in any waiting situation. This both informs the user and confirms that the device is working as expected.

Mobile phone users want content and services that are customisable, timely and time-sensitive, location relevant and simple.

Most users are more concerned with achieving their goal than understanding the logical structure of the application they are using, and tend to gravitate towards the content they are looking for by following 'scent', which can best be thought of as a clear signpost to content 'below' through links and content 'above'.