Author: Ian Lurie
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Nothing ruins a great website UI like people using it. At least, it often feels that way. You put in days or weeks building the interface, only to find that a vast majority of visitors abandon it partway through the process that it supports. Most of the time, visitors leave because they’ve hit a roadblock: a problem that lets them go no further. They typed their credit card number wrong or clicked the wrong link or mistyped a URL. And it's not their fault.
A good design assumes that people make mistakes. A bad one leaves visitors stuck at a dead end because they mistyped one character. The best professionals account for this with smart, defensive design strategies (also known as contingency design).Read more...