[FX.php List] [OFF] Those Whacky End Users

[Jonathan Schwartz]

There seems to be no end to the variations on how end users can get 
"creative" to circumvent the "perfect" systems we design. I'm looking 
for some perspective on how to handle them.

In a current project, I have an "interview" process where end users 
will complete the process once, but sometimes they need to do it 
twice (or more) for additional household members.  End users LOVE the 
feature, saving them time in retyping common information. At the end 
of the process, they are given an option to end or loop back and 
repeat the process.  Based on this choice, I accommodate both choices 
by either ending the session or continuing the session with reset 
variables.  Fine.

It turns out that some folks don't proceed to the end.  They stop at 
the "Record Created" screen and then
get creative on how to repeat the process for the next person.  In 
some cases, they go back to their email (Personalized emails were 
sent to start the process) and use the link to initiate a whole new 
interview process. In other cases, they simply return to the first 
screen.

The problem is...when they start the new process, they are actually 
continuing the previous session because it was never ended or reset 
gracefully. Argh. I was going to ask advice on how to handle, but the 
answer is clear..just add another layer of session handling to test 
for incomplete processes.

This is just one example.

So....my question is: Is this the way that the web development game 
is played?  Design a seemingly good system for 98% of the users and 
then double your efforts to plug holes for the non-conformists...and 
let's not forget the BOTS?

If so, I am having serious doubts about continuing on my present path 
of "whipping something up" for clients for short term use.  By the 
time all the holes are plugged, the interview/signup/registration 
process has ended.

Would enjoy hearing comments from the experienced members.

Thanks

Jonathan

-- 
Jonathan Schwartz
Exit 445 Group
jonathan at exit445.com
http://www.exit445.com
415-381-1852