RE: Netscape Navigator
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Well, your post resonated... brought up things I hadn't thought about in a really long time.
I worked in usability and human factors at Dell, and it was pretty much a joke. I was also a technical writer, creating documentation and working on intranets. Everything was about keeping investors and shareholders happy, not keeping customers happy. We were told to bury the Tech Support 800-number so deep in the documentation that people were unlikely to find it. It was a huge shitshow...
And so, you end up with fragile Windoze boxes people can afford, or sturdy Apple boxes filled with so much proprietary hard and software they cost a small fortune and most people can't afford them. Take your pick!
So true! That thing about burying the tech-support number's something I hear my clients complain about on a daily basis... It's a shit-show alright...