My business is dependent on a technology platform. It
connects retailers with consumers and I had signed on three retailers. I had to
make sure that the digital platform was fully functional and could be used by
the shop staff and consumers. I am not a software developer, so I hired a
company to do the development.
Every time I checked I was told development was on
schedule for on-time delivery. I didn’t now what to check for and took their
word for it. Every time I asked for a demo something went wrong and they would
tell me, “Don’t worry. We are ironing out the bugs. This is a normal part of the
It was hard for me to determine if the bugs were hardware
or software issues. When I tried to use it, it was difficult to use and not
intuitive. My sense was this was designed for “power users,” people far more
tech savvy than my target user.
On the day of the launch, things were not much better. I
had to have my company’s staff at each retail outlet to help with the platform
because it was too complicated for the consumers and there wasn’t enough time
to train the retail partners’ staff.