12 Dec 2007 0013H

Still have integration problems at Sears

The Target 5 investigative unit got trotted out on Sears.com due to shopper snafus on Black Friday, and, remember what I said last year about user experience being such a small part of a large e-commerce enterprise system? Here’s a reminder. There are problems that user experience can’t solve at all sometimes — and if your systems aren’t talking to each other or if there’s a scalability issue, then, there’s no amount of wireframing or usability testing that will fix them. There’s only hard systems integration work. The second lesson is, for large companies? Progress should be measured in years, than in months or weeks.

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