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A Tale of Two Customers: Addressing the struggle between flexibility and usability in B2B software implementations.

As usability practitioners for B2B software, we focus on ‘out of the box’ ease of use. However, when conducting field research, we often find that the usability has decreased from what we validated with testing, due to customizations. Through case study examples we will provide strategies to influence software usability during customer implementation.

40 Minute Presentation by Eileen M. O'Brien (Salesforce.com), Peter Roessler (Salesforce.com)
Case Study
1:30pm to 2:10pm on Wednesday, June 10, 2009