Quote

If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.

Jakob Nielsen

Change background

T
T
T

Change font

TAGS & TOPICS

Jakob Nielsen
Support
Users
Many
Primaries
Much
Primary
Customers
Questions
Failure
Complaints
Design
Customer
Becomes
Site

More quotes by Jakob Nielsen

Image
On average, when you ask someone to perform a task on a site, they cannot do it. It's not their fault it's the designer's fault.
Jakob Nielsen
Image
At most project meetings, everyone has a seat at the table except the poor victims who will have to operate the technology.
Jakob Nielsen
Image
Inadequate use of usability engineering methods in software development projects have been estimated to cost the US economy about $30 billion per year in lost productivity.
Jakob Nielsen
Image
Windows '98 is so similar to Windows '95 because Apple hasn't invented anything worth copying since 1995.
Jakob Nielsen
Image
...the book is a manifesto to make the Web atone for the sins of computers and regain a level of simplicity that can put humanity at peace with its tools once again.
Jakob Nielsen
Image
Three Tips: Simplify, Simplify, Simplify.
Jakob Nielsen
Image
Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.
Jakob Nielsen
Image
Usability rules the web. Simply stated, if the customer can't find a product, then he or she will not buy it.
Jakob Nielsen
Image
What we learned is money doesn't grow on trees.
Jakob Nielsen
Image
The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.
Jakob Nielsen
Image
The web is the ultimate customer-empowering environment. He or she who clicks the mouse gets to decide everything. It is so easy to go elsewhere all the competitors in the world are but a mouseclick away.
Jakob Nielsen
Image
A bad website is like a grumpy salesperson.
Jakob Nielsen
Image
Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.
Jakob Nielsen
Image
Ultimately, users visit your website for its content. Everything else is just the backdrop.
Jakob Nielsen
Image
Designers are not users.
Jakob Nielsen
Image
The more users' expectations prove right, the more they will feel in control of the system and the more they will like it.
Jakob Nielsen
Image
To design an easy-to-use interface, pay attention to what users do, not what they say. Self-reported claims are unreliable, as are user speculations about future behavior.
Jakob Nielsen
Image
Compared to 1999...we cannot quite declare victory, but we can declare progress.
Jakob Nielsen
Image
The best Web sites are better than Reality.
Jakob Nielsen
Image
Information Overload = information pollution
Jakob Nielsen