Abstract :
There is growing pressure on the developers of IT-based systems to deliver increased levels of functionality whilst maintaining or improving price and performance. This understandable emphasis on functionality, price and performance can lead to insufficient emphasis on how well the product or system can be used by the intended user. What does this mean to industry? Apart from the fact that they are paying for more than they can use, there are other costs associated with this failure to match the capabilities of the users: low system utilisation, higher training and re-training costs, higher staff turnover, lower morale, and higher absenteeism. In addition, the systems in use today are inherently more complex and thus more expensive to maintain. Simple systems are not only cheaper to build and easier to maintain, but they are actually used
