How Useful, Usable, and Used are Your Processes?

There’s a concept of product design that focuses on making sure a product is Useful, Usable, and Used. Designers do all they can to make sure their products meet all three criteria. How do your processes stack up in these areas?

I had a recent run-in with the water company. Our home’s water pressure was low, so I called to see what was going on. The Help process of calling in for support was useful to me as a customer.

But that’s where it ended. I had to listen to six options, in their entirety, with no possible selection given to speak with a live person. And, of the couple of options I chose, each had its own set of nested options. 

Was this process usable? Not so much. I found myself backed into a corner with no way out other than hanging up and starting over again. Side note: It didn’t happen with the water company, but the worst is going through an automation gauntlet and ending up with “We’re sorry, but our offices are closed right now. Please try again tomorrow.” That should be at the very front of the process.

Ensure your processes are Useful (by asking), Usable (by testing), and Used (by measuring)

Which leads us to the third criteria, used. I tried to use this process once, but will not do so again. Poor execution obscured the intent of automating the process.

That’s why it’s good to analyze your business processes. How easily can your customers get ahold of you, place orders, ask questions, use your website or software, or perform any other business function that keeps your company alive? Ensure your processes are Useful (by asking), Usable (by testing), and Used (by measuring) and you’ll be doing better than the water company!

BTW… Useful, Usable, and Used: Why They Matter to Designers is a good short read with more examples of products being useful, usable, and used.