Complexity Causes 50% of Product Returns

I have a friend who makes a decent living buying and selling consumer electronics store returns. Seems that off-shore entertainment equipment and computer manufacturers don't want returns. The domestic distributors certainly don't wnat them, so the stores are given credit for faulty devices and have permission to sell them. Contracts to buy store returns usually require the buyer to take all returns; not just the ones they would like to buy. But, the good part is that most stores sell returns by the pound and not by what type of device it is. Needless to say, there are a lot of computers in the mix, 90% of which work jut fine. Unfortunately, about half of the entertainment equipment does not work, but the roughly 50% of equipment that does work makes up for the stuff that doesn't.

Too bad that the manufacturers still don't "get" it. Most humans need clear instructions or examples, and well-thought-out interactions with their gadgets in order to make them useful. I'm avoiding the acquisition of a cell phone (though I really do need one these days) because they have so many "features" that I don't want and won't use, but which add significantly to the complexity of the device (and it's potential failure modes!).

This is why we in the avionics industry have a secret weapon: Human Factors.

Unfortunately, many manufactures are user interface challenged. It surprises me at the volume of products that lack any forethought in the design. My Sony VHS VCR is a prime example. I bought it because my previous Beta VCR from Sony was very user friendly. The new VHS machine from Sony is a disaster and I go out of my way to avoid buying anything with the name Sony on it.

If Sony made a wooden pencil I would bet it would need a 200 page manual!