STC Usability SIG Newsletter
Usability Interface

From the Editor:
Is it Time to Upgrade?

How many times has a vendor’s help desk operator told you that the solution to a problem is either an upgrade or a patch? Those of us in the IT industry are familiar with this reply because that’s the advice our own helpdesk operators tell our customers. If corporate profits depend on improving product design, and selling upgrades, there is no profit in supporting old software and creating patches. The profit is in selling new and improved products.

An article in the Washington Post, "Microsoft Tears Down the Old to Sell the New," describes the rationale to discontinue support for older versions of Microsoft software to encourage customers to purchase the newest version.

To effectively redesign a product involves identifying customer requirements, performing task analysis, conducting market research, redesigning the product, and extensive usability testing, which all cost money. The desired result is a better product with improved features and functions that increase productivity and usability.

Some questions you need to consider before buying the upgrade:

• How much does the upgrade cost? What is your budget and how much are you willing to spend?
• Does the upgrade have features and functions that you want and need?
• Do the features and functions solve chronic problems that you have had using the product in the past?
• Is the upgrade compatible with the operating system of your PC? If not, you may need to upgrade your operating system.
• What system requirements does the upgrade require of your PC? If not, you may need to upgrade components or buy a new PC. Are you willing to buy a new PC?
• Can you get the same functions and features from shareware or freeware?

All things considered, upgrading software, hardware or both will not be a small investment. Many vendors offer PCs with a suite of defacto standard software and operating system factory-installed, at a fraction of the price of buying it separately.

Consider that prices for software and hardware have never been cheaper. If you are willing to wait six months, a better product will be available at almost the same price. But that’s the rule for all products on the market nowadays.

If you are willing to keep what you have, you can use the money that you would have spent on the upgrade to buy the new dining room table that you saw in your favorite furniture shop. It’s all what you value.