Apart from the obvious newsworthiness of this sales message, it is worth noting for the usability industry, that the very fact of a report like this from Forrester Research, one of the most respected authorities on such trends, is news in itself.
In essence, the research giant has woken up to the implications of poor usability. The report says that while digital products are selling at a record rate, they are not being adequately supported. It suggests there is major loss of revenue in failing to sell the additional products, services and content that bring the devices to life. We might see it in terms of the damage to customer experience and that less tangible loss to the bottom line.
Forrester says that the problem is particularly acute when buyers try to access content and services on devices connected to the internet.
Ted Schradler, a Forrester vice president told the Financial Times that: ‘Consumers are being forced to assemble the different components of their digital lifestyles themselves, and they are not equipped to do it.’
(via Usability News)