Armstrong: Finding the right fit
David Braun, Research Fellow
As an appraiser and an appraisal business owner I have an interest in helping appraisers work smarter and in making their jobs eaiser. As I've seen more and more of the Standard version of Armstrong, the more convinced I am that it's going to be a good thing for a large percentage of appraisers...provided a la mode stays focused.
With Armstrong, it's clear that a la mode recognizes two basic kinds of users. I'll call them "typical" and "power" users. The power users want everything plus the kitchen sink in their software and have intentions of using it all. The typical users want to fill out a form and move on. There's nothing wrong with either group. Because there are different types of users, finding the software that "fits" the user matters when trying to be as proficient and efficient as possible.
I believe about 80% of appraisers are typical users. This is not an IQ rating, as most of these folks are very good appraisers. I've noticed that many appraisers I call power users are the types who know and manage how files are stored on their hard drive, understand there's something odd when an appraisal is 9MB, and are interested in using every software tool in WinTOTAL. On the other hand, it's not that typical users can't figure out the same things as power users, it's that their interests lie elsewhere.
It's common to find appraisers who aren't satisfied with their current appraisal software. In defense of all of the form providers, I challenge appraisers to get out the old typewriter, print out the blank forms, and get the rub on arrows ready. Do one the old fashioned way and you will see how wonderful today's state of the art appraisal software packages are. But I believe that appraisers are simply buying the "best" software package with no consideration for "fit". For example, if a novice snow skier rents the "best" pair of skis which are designed for advanced (power) skiers, the fit will not be right. He/she will simply not be able to control them. The same goes for a bow and arrow. If a beginning hunter rents a bow with a heavy pull and sighting mechanisms it is unlikely he/she will be able to hit anything. There is no question about the correlation between the fit of equipment and performance. This is the premise Armstrong was built on. It is more than different software; it is a change in philosophy.
I believe many appraisers need something akin to a modern bass boat in their daily appraisal business, while others want a fully fledged battleship. The appraisal software is the appraiser's major tool. As such the appraiser must be able to use it efficiently and effectively. This means the appraiser must understand it and be able to maintain it. Imagine a golfer that doesn't understand how to use a driver, so he/she uses a number three iron when teeing off. While the golfer will finish the round (and still beat me) he/she is not maximizing the efficiency of the tools at hand. I want to go on record as saying that appraisers should take three hours per week and learn to use the features of Aurora or whatever appraisal forms software you use. That is what I have been telling the appraisers in my office for 10 years now. But let's be honest, history shows that most appraisers are simply not going to make the effort to become proficient with their software. I realized this when I was listening to a psychologist on a radio show counseling a wife in how to deal with her husband. The wife said, "Over the past three years I have asked him a hundred times..." the psychologist replied that the first change in her behavior is to never ask that again, as asking obviously does not work. My skills as a human engineer increased that day. I changed my behavior as well. I am not going to implore my appraisers to become proficient with their battleship. I am going to find the software that is the best fit for them. This is why I think Armstrong Standard is the right thing for a la mode to be working on. In the labs, our logic is that if you're not interesting in learning to shoot the big guns (and Aurora has some) then there's no need to be piloting the battleship.
This soon to be released Armstrong Standard is not a cut down version of Aurora. It's a completely different animal, and has been created from the ground up. a la mode has been working hard to bring you this new application that will have all of the meat and potatoes necessary for formfilling, but few bell and whistles. In a nut shell, Armstrong is faster, lighter, and more simple. My personal stand (and I think I have been heard) is that the typical appraiser must be able to control Armstrong rather than vice versa. This means the program must be directed by the user. I believe there is a tendency among program designers to program the computer to automatically help the user operate it. The programmers are operating under the assumptions that the user is computer literate and will always follow a logical progression of tasks when performing the appraisal. Bunk! That's what these assumptions are - totally bunk. No offense, but that is not the profile of the typical appraiser. This is why the appraisers that we have designed Armstrong for are hesitant with Aurora.
Being "user friendly" doesn't mean programming the user out of the picture, it means having a few more buttons, but things only happen when the user pushes that button. A few more screens informing the user of what is taking place would not be bad either. These would have a "Do not show me this again" option so the appraiser can turn it off after becoming familiar with the operation. The appraiser simply has to be in control of the various automated processes. This program is supposed to be built to "fit" the typical user. This is why I am not as concerned with beta user feedback or the surveys that have been put out concerning the engineering of the interfaces. The appraisers that will take the time to send in feedback will typically be the power users. So, at this point I hope I've gotten through to the developers. Time will tell. I am trying to avoid the lesson that Allis Chalmers, the tractor company, learned in the early sixties with the introduction of its Class B tractor. It was designed to be between two models of tractors. One was a heavy duty tractor and the other a light garden tractor. The problem with the "B" class was that buyers felt it was too light to do the heavy work and too heavy to efficiently do the light work. This is what could occur with Armstrong if the developers cannot stay focused on the objectives of this light weight software and the user group it is being designed for.
CONCLUSION
If you're intimidated with the appraisal software you're using and know you aren't able to produce what you should with it, then Armstrong will be for you. Keep in mind that the best time to switch to any new software is while your business is slow, not when you're running wide open. You may not be able to control the current housing slump, but you can get ready for the next rush by improving your performance and switching to the software that is a correct fit for you. I am betting that Armstrong will be a good choice for many appraisers.
Appraisers will have come half way. You must understand that there is nothing magical about programming a computer to carry out specific tasks. A magic wand and chanting will not cause the computer to carry out the task you need done. However, if you understand that there is a button or command somewhere that will execute the task you're trying to accomplish you'll be well on your way to working with the programming in the software, rather than against it. Once you get the software package that is right for you and you get to know the controls in that program like you know the controls in your car, you will be ready to rock and roll.
