Summary: Three stereotypes explain much resistance to improving the usability of complex applications for domain-specific tasks: that people like the old ways, that they are experts in the existing UI, and that training will make up for bad design. All are misleading.
Kate Kaplan is Insights Architect at Nielsen Norman Group. She specializes in the application of human-centered design and research practices to enterprise UX challenges.
Prior to joining NN/g, Kate was VP of Strategy at the digital marketing agency Centerline Digital, where she led a cross-disciplinary team of UX designers, content strategists and digital marketers in solving complex problems for high-technology B2B organizations, such as IBM, GE and National Instruments.
