BigContacts Company & Product News

No CRM User Manual needed for BigContacts

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BigContacts is a powerful application. And yet, it is designed to be simple to learn and use. Kathy Sierra writes about the problem of Featuritis in her blog Creating Passionate Users. There is a point at which an application becomes difficult to use and starts to frustrate users. Here is the graph Kathy uses to perfectly illustrate the point:

I think that software can be complex and still easy to use. To achieve that, we focus on a few things. One, don't require users to have to remember anything. Instead of cute icons to represent some feature, just spell it out. Our 'Actions' section is just a list of things you can do. It would take less space and might look better to replace that list with a set of icons, but then you'd have to remember what each of those icons does. Another thing we do is to put most everything right in front of you. You don't have to go searching for something. If you want to add a photo, just click on the 'Add a Photo' link right on the page. No need to remember where that feature is. Another thing you will find in BigContacts is that there are no modes. There are no buttons that change meaning depending on what mode you are in. Other contact managers have a 'view' mode and an 'edit' mode and you have to not only remember which mode you are in, but what buttons and links do when you are in each mode.

The hard part of picking up a new software tool is learning and then retaining all that useless knowledge about modes and where things are hidden and what all those icons mean. It is very frustrating and makes you feel stupid and nobody wants that.

With BigContacts there is no user manual. Because once you create a user manual, you are admitting your application is too difficult and that people need a book to use it. We will do our best to never have to resort to that.