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Case study summary: The issue-resolution component of the XYZ Project Management System is generating several help desk calls each week. The XYZ product team has decided to commission a usability study to better understand the problems the help desk has been logging, and to determine what other problems or workarounds users may not be reporting to the help desk. They plan to redesign the XYZ issue-resolution component based on the input from the help desk, the results of the usability study, and the recommendations of the user-experience team.