A few days ago Mike wrote a post about the prison visit booking system we're working on with MoJ Digital. He visited HMP Rochester, "This visit opened my eyes to just how hard people will work to cope with inadequate and unsuitable IT systems."
Leisa wrote a blog post yesterday about Joy and the huge notebook she has made to enable her to use the computer system she needs to do her job. Leisa writes "She told me that each time they upgrade the system it seems to get harder, not easier, to use."
It shouldn't be like this. You shouldn't have to write a book to help you complete simple tasks on a computer.
As we say in design principle number 4 "With great power comes great responsibility — very often people have no choice but to use our services. If we don’t work hard to make them simple and usable we’re abusing that power, and wasting people’s time."
This is true for more things than government. Making things easy to use isn't easy. But it's worth it.