Abstract
Sam returned from a business trip and was preparing his expense account. He dutifully kept all of the requisite receipts for travel, lodging, meals, and other miscellaneous expenses and was starting to enter information into version 9.06.04b of the expense-account reporting process (EARP), one of the applications in the company's online accounting system. Sam remembered having used EARP back when version 3.02.05d was current and had the bruises to show for having experienced the development of the application over the ensuing years; the improvements to EARP over that time gave meaning to the adage “no pain, no gain.” Every time he completed an expense account with this application, he wondered if the programmers who designed it had ever bothered to speak with users about its utility and friendliness, and every time, he concluded that they had not. This time was no different, and he mused about the soon-to-be-released version 9.06.04c and the much anticipated step change that version 9.07.01 would bring.
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