services -- Information
saturated people want instantly
•Too many options -- A Yahoo!-style listing plus a search box and must-have information
•Too much information -- The Dialog and Lexis Nexis “problem”. Make it understandable -- instantly.
•Neglecting change and growth -- Systems must be automated. Hand-fixes are too costly and time
•Measure performance / user satisfaction -- Ease of use, user satisfaction, and time
needed to complete a task