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Poor design causes 50% of product returns

A study has shown that half of all malfunctioning products returned by customers are in full working order. They are returned because customers can't figure out how to operate them.

Most of the flaws found in the study could be tracked back to the first phase of the development process: product definition.

The study was done Elke den Ouden from the Technical University of Eindhoven.

Links:

  • Complexity causes 50% of product returns

Henrik Olsen - March 08, 2006 - via 37signals

See also: Research (93) 

 

COMMENTS TO THIS POSTING

I couldnt find the study (a thesis actually) nor any press release with more details. Hopefully he'll make something available. Until then, call me skeptical...

Ron Zeno | March 11, 2006


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