To paraphrase Henny Youngman, take my camera—or cell phone, MP3 player, computer, TV, video recorder—please! It’s too darned hard to use.
Frustration with confusing electronics gear caused 13 percent of consumers to return a product, according to a recent survey of more than 1,500 consumers by the NPD Group.
Somehow, that doesn’t surprise me. I’ve had my share of I-want-to-fling-this-thing-out-the-window moments. A digital camera with baffling icons and a hard-to-fathom menu system comes to mind, as does a combo DVD recorder/VCR player that had me scratching my head. In fairness, much of the complexity stems from the fact that today’s gadgets pack so much capability that they’re harder to use than the single-function gizmos of yesteryear.
When you’re stymied, you might find an answer in the product literature or from a phone support line—if the manufacturer still provides them—or possibly at the company’s Web site. Online support, from manufacturers, third-party sites, or other users, is increasingly your best shot. Tomorrow, I’ll share some pointers on good places to get assistance. (Feel free to weigh in with your own suggestions in the meantime.)
Usability issues affect products of all types, according to our testers, who set up and use hundreds of products every year. Problems range from poor physical design (connections that are almost impossible to access, keyboards that are so small and cramped that you accidentally hit the wrong keys) to menus that are hard to navigate, mystifying icons and labels, and more. We score products on these attributes so you can factor ease of use into your buying decision.
Occasionally, we do find a product that excels on all counts, and it’s refreshing. My DVR, for instance, might be one of the easiest products I’ve ever used, and some TVs we’ve tested (Ratings available to subscribers) have wonderfully designed remote and menus. Ease of use carries a lot of weight with consumers, as a recent poll by JD Powers reflects: It was the most important factor in satisfaction among smart phone users, the company reports.
Have you returned a product because it was too hard to use? Any pet peeves? Conversely, do any gadgets stand out for simplicity? Share your experiences. —Eileen McCooey
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