Don't Make Me Think
Chapter 10
There is a reservoir of goodwill when it comes to people's patience with your website. If they can't navigate, find what they're looking for easily, their reservoir slowly depletes and they will leave the site. Things that diminish goodwill are hiding information they want, punishing them for not doing things your way, asking them for their information when they don't really need it, shucking and jiving, putting shizzle in their way, and having the site look amateur.
Things that increase goodwill are knowing the main thing people want from the site and providing it, telling them what they want to know, saving them steps wherever possible, putting effort in, knowing the questions the customer is likely to have and answering them, providing printer-friendly pages, making recovering from errors easy, and apologizing where necessary.
Chapter 11
Designers come up with the interface while developers code and provide usability. As they present their work to their clients, they fear hearing criticism about the design because they have put effort into usability. It could mean more work & compromised design. Five things you can do right now is fix the usability problems that confuse everyone, read an article, read a book, start cascading style sheets, and go for the low hanging fruit.
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