Efficiency issues in legacy systems are most often reported by business users in the context of the user interface, which is frequently described as:
Non-ergonomic
Requiring numerous steps (keyboard shortcuts, clicks) to navigate between application features, even when completing a single task.
Unintuitive
Field labels, navigation elements (buttons, tabs), and forms are poorly named, with key information scattered or illogically grouped.
Error-prone
Allowing the entry of formally incorrect data, despite the availability of common validation algorithms (e.g., for bank account numbers or postal codes).
Sluggish
Long delays in loading screens or returning search results.
Unreadable
Information is densely packed or chaotically laid out, with no clear structure.
Feature-limited
Lacking modern conveniences such as interactive maps, autocomplete, multilingual support, or personalization.
Non-responsive
Unable to adapt to different device types, rendering it ineffective on mobile devices and underutilizing desktop capabilities.
Security issues often stem from the inability to implement essential safeguards, such as:
Two-factor authentication
Requiring login confirmation via a secondary device or SMS code.
Password quality enforcement
Ability to define complexity rules, enforce password changes, and prevent reuse.
Granular authorization
Ensuring the ability to assign access rights to functionalities strictly aligned with the user’s role, while also restricting the ability to view or modify data the user should not have access to.
Encrypted data transmission
Preventing the interception and tampering of data transmitted between the user interface and the server — a measure that can help protect against serious hacking attacks, even when the application is used exclusively within a local network.
Bot detection mechanisms
Such as CAPTCHA tests to verify that the system is being used by a human, not a script.
Business Risks
Long Customer Service Times
The efficiency of software usage is a key factor in the performance of departments responsible for direct customer service (e.g., call centers), where fast access to system data and functionalities is crucial during real-time interactions. System delays result in longer queues for callers waiting to reach a consultant and lower service quality — leading to customer dissatisfaction and, in extreme cases, customer loss.
Extended Staff Training Time
Poor interface efficiency and lack of intuitiveness necessitate the creation of strict, complex usage procedures. As a result, lengthy and costly training is required, which still does not fully eliminate the risk of prolonged onboarding and reduced initial productivity of new employees.
Cost of Data Errors
When a legacy system lacks adequate mechanisms for data quality and consistency control, a high number of user errors is inevitable. This degrades service quality, generates customer complaints, and results in costly corrective actions — sometimes even escalating to legal disputes.
Data Leaks
Simplified authentication and authorization mechanisms, along with poorly secured data transmission layers, may lead to unauthorized access to sensitive information. Such data can be exploited for industrial espionage or other criminal activities. The legal consequences and reputational damage for the company can be severe and long-lasting.