Training can also help users understand a difficult system metaphor. All of these techniques, however, require more time and money to implement, and this higher investment can be avoided by choosing the proper metaphor from the beginning. The use of metaphor is a powerful way to relate new concepts to users. If you choose one that helps your customers see your product or service in a familiar and sensible way, you have a good head start on acceptance of your brainchild. Even the most creative metaphor isn't a cure-all, though.
Designers still have to do the fundamentals right.
A familiar, comfy cyberworld won't make up for bad interface design or faulty system logic. Dave Clarke is director of IT operations and infrastructure for General Motors North America.