17 Jan
2009
17 Jan
'09
15:54
On Friday 16 Jan 2009, Rob OpenSuSE wrote:
If you spend some time, trying to field Installation
questions, from
new users, it becomes obvious that error notifications deemed in
Bugzilla "cosmetic" erode confidence. Large numbers of known bugs in
heavily used systems, are then hit over and over. The Internal
developments are often let down by useability nits, sometimes just
labelling of buttons, or font sizes, which the open process ought to
benefit from early feedback, without expensive "focus group" testing.
We're talking customer satisfaction and perception here. From my own
experience of managing a help desk, allowing the affected people to set
priority from their perspective separately from "fix priority" allows much of
this to be captured, and assigning a proportion of the support budget to what
(from a developer's perspective) are cosmetic problems or other annoyances is
a successful way of raising satisfaction in the product.
David
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