Is it just me their message boards are nothing like the ones that we are used to (i.e. this one)? I know how to get to where I want, but I feel that the interface is quite cumbersome.
Maybe you should email Paul, as I have done (without response). If enough people do, perhaps it would help encourage an eventual change.
I do feel guilty - it's kinda like insulting chocolate chip cookies for being ugly. But they're still tasty! And euphemisms are still not my strong point!
It would not be hard at all. I will crudely explain some parts of User Centered Design (UCD) in the context of a VIN redesign. I will be skipping a lot of steps and information.
Normally we start with user research. It will entail studying how the users use the site, what they use it for, where they use it, and the like. In a typical study, we would analyze the user population and form user profiles to represent different types of users. One of them would be the older population. Normally these profiles would be broken down with other factors such as profession, specialty, geographical location, but this is just a crude explanation.
After identifying these profiles, users that typify their groups would be asked to complete specific tasks such as finding papers or asking another VIN member a clinical question with the current VIN interface. These studies would be video taped along with eye tracking and mouse movement. The goal is to understand the thought process, behaviors, and motivations of this "type" of user.
After the initial study, it is up to the interactive designer to come up with a prototype that fits the needs and work flow of different user profiles. Then, user testing of the prototypes will commence to gain feedback. Prototypes typically go through two to four major reiterations (depending on the company and budget) before some form of alpha release occurs.
By the time the general population sees the interface, the product will have gone through exhaustive testing by almost all types of users. There will still be more feedback and further minor changes will occur, but the end product should be intuitive and simple to use. No one should have to be trained in the new system.
That is the whole point of User Centered Design. The user is king. If the user needs to read a manual or watch a video, then that is the designer's responsibility. If a user makes an error or can't find something, then that is the designer's responsibility.
For the record, there is no such thing as "not tech-savvy" users. There are only "not user friendly" interfaces. For anecdotal evidence, see how the older population rate Mac's ease of use versus PC's ease of use.