Book Excerpt - eSupport
E-Support : How Cisco Systems' Saves Millions While Improving Customer Support

The most important finding was that we were letting "feature-creep" get in the way of usability. We added in lots of bells and whistles, like sorting and document rating, but these were either not noticed or criticized for getting in the way of the task at hand. Our next iteration will have a simpler interface. Because we had not invested any time developing the systems to support these bells and whistles, we could easily discard those ideas without wasting precious development time. (from page 2)

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