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At most project meetings, everyone has a seat at the table except the poor victims who will have to operate the technology.

Jakob Nielsen

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Jakob Nielsen
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Windows '98 is so similar to Windows '95 because Apple hasn't invented anything worth copying since 1995.
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The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.
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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.
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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.
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The best Web sites are better than Reality.
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...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.
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Ultimately, users visit your website for its content. Everything else is just the backdrop.
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The more users' expectations prove right, the more they will feel in control of the system and the more they will like it.
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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.
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Three Tips: Simplify, Simplify, Simplify.
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Designers are not users.
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Information Overload = information pollution
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On the Web, all advantages are temporary, and you must keep innovating to stay ahead
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Compared to 1999...we cannot quite declare victory, but we can declare progress.
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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.
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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.
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