Jakob concorda com o paradoxo do utilizador activo que apresentei num post anterior:
The most common way to get usability wrong is to listen to what users say rather than actually watching what they do
most users won't read a lot of upfront instructions
A reter deste artigo:
no one should be allowed to work on an application unless they've spent a day observing a few end users
Jakob's Law is "users spend most of their time on other websites," then Jakob's Second Law is even more critical: "Users have several thousand times more experience with standard GUI controls than with any individual new design."
If you can't meet the recommended response time limits, say so, and keep users informed about what's going on
Error messages are a special form of feedback: they tell users that something has gone wrong. We've known the guidelines for error messages for almost 30 years, and yet many applications still violate them.
Even if users deliberately seek out a new app, they often approach it without a conceptual model of how it works
Too many applications (...) offer(...) features that reflect the system's internal view of the data rather than users' understanding of the problem space.
It's almost always wrong to have a Reset button on a Web form.
Para além desse artigo aconselho também a leitura do Top Ten Mistakes in Web Design.
bom design para todos
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