Clean, Cutting-edge UI Design Cuts McAfee's Support Calls by 90%
This is a good UI case study plus there are 23 UI Tips that are worth reading ...
"When McAfee Inc. recently introduced its ProtectionPilot software—a “dashboard”-type management console for its Active VirusScan SMB Edition and Active Virus Defense SMB Edition suites—the trial downloads were fast and furious: In the first 10 weeks after release, more than 20,000 users went online to get a copy.
Those 20,000 downloads of ProtectionPilot over a 10-week time span generated only 170 calls to McAfee’s support lines—approximately one-tenth the volume that the company would expect, according to McAfee software development manager David Ries.
So, how’d McAfee do it? How did they maintain hot sales activity and yet reduce their initial support load by 90 percent? Two words: user interface. This was no lucky accident, of course; McAfee made user interface (UI) design a prime directive of ProtectionPilot very early on." continued ... (Via Pragmatic Marketing / Software CEO)
"When McAfee Inc. recently introduced its ProtectionPilot software—a “dashboard”-type management console for its Active VirusScan SMB Edition and Active Virus Defense SMB Edition suites—the trial downloads were fast and furious: In the first 10 weeks after release, more than 20,000 users went online to get a copy.
Those 20,000 downloads of ProtectionPilot over a 10-week time span generated only 170 calls to McAfee’s support lines—approximately one-tenth the volume that the company would expect, according to McAfee software development manager David Ries.
So, how’d McAfee do it? How did they maintain hot sales activity and yet reduce their initial support load by 90 percent? Two words: user interface. This was no lucky accident, of course; McAfee made user interface (UI) design a prime directive of ProtectionPilot very early on." continued ... (Via Pragmatic Marketing / Software CEO)
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