Not the people who program the system, but the people who rely on it to get their work done. And when it fails, it often fails miserably. These costs come from work errors, wasted time, rework, redundancy, inefficiencies, and lost business opportunities. Over the past 20 years, entire training organizations have flourished as a way to help users figure out how to work around these business systems. What's worse, traditional methods of training and support simply are not effective.
Training occurs as an event to prepare users for future work tasks.
After workers have forgotten or can't adapt generic training to actual work scenarios, remedial support is required and workplace productivity and quality suffers. For many years, software companies have been working to design computer interfaces that work better and are more user-friendly . Early character-based systems were strong on computing power, but sorely lacking in their ability to reflect the way that people work. The answer is simple. System design activities focus on designing screens for efficient data entry and information retrieval, with little regard to the job requirements of the worker.