Achieving good usability is essential for harvesting the intended benefits of the investment in the solution. And it goes beyond designing intuitive user interfaces. Users certainly interact with the user interface, but there are also additional and often overlooked touch points in the solution as a whole, for example when users need to report incidents, learn how to work with the solution and suggest improvements.

Incident handling is likely outside the scope of the solution, but a subpar incident handling setup can also damage the overall usability of your solution, and you should define design goals to overcome such obstacles to the extent it’s possible.