The 10 Most Common User Frustrations in Office 2007... And How You Can Avoid Them

1 2 3 4 5 6 7 8 9 10 The Most Common Common Common Office 2007 User Frustrations (... and how to avoid them)

Paul Woods

25 / Capricorn / Good Bloke

By Day Marketing for Data # 3

http://www.paul-woods.com/

By Night

The New Paperclip

http://www.thenewpaperclip.com/

Ex-Public Servant

Ex-Microsoftie

Ex-Unix Admin

Ex-Trainer

“ Just FYI: I hate Office 2007”

?

We are good at showing off features We are bad at showing REAL value We are GOOD at showing off features We are BAD at communicating value

Think about your Target Audience

THE OBVIOUS ONE

Frustration Number 1 What happened to the menus?

“ The Word 2007 ribbon is without a doubt the most counter productive piece of sh*t product that MS has ever pushed out. I have just two questions – are they smoking crack and do they work in the real world?”

A Brief History of Office GUI Design

FREAKIN COMPLICATED Office 2003 Menus =

Office 2003 Customer Experience Improvement Program

1.3 BILLION sessions

352 million clicks over 90 days

45 every SECOND

Question: What are the top 5 commands by usage in Word 2003

Paste

Save

Copy

Undo

Bold

Data + Human = Design

What was one of the most requested features to appear in Office 2007?

WATERMARKS

… Hey Paul… tell them the story about the button that couldn’t

Frustration Number 2 What happened to file menu?

Frustration Number 3 What happened to help menu?

Frustration Number 4 What happened to undo?

Frustration Number 5 Why are there spaces after my paragraphs?

Frustration Number 6 How do I set up my email signature?

Frustration Number 7 Why is the default reminder time for flags 4pm?

Frustration Number 8 What is a .docx / .pptx / .xlsx file?

Frustration Number 9 How do I change the default font?

Frustration Number 10 How do I track changes?

BONUS! Frustration Number 11 How do I find old commands?

What can you do?

Realise that it isn’t a technology problem, it is a people problem Don’t just train them... persuade them...

Treat it like a sales campaign Who are the decision makers? What decision are they making? Who are the influencers? What information do they need? What information don’t they need? How can you accelerate their decision process? How can you reinforce the value that you have delivered?

1 2 3 4 5 6 7 8 9 10 The Most Common Common Common Office 2007 User Frustrations (... and how to avoid them)