Reading WK6

CH 10 Usability as Common Courtesy

Showing the strike using airline website here are process that
how they leave the website.

The reservoir is limited, and if you treat users badly enough and exhaust it there's food chance
that they'll leave but leaving isn't the only possible negative outcome; they may just not be as eager
to use your site in the future, or they may think less of your organization.

• Some people have a large reservoir, some are not. they are not always same. the point is, you can't count on a very large
  riserve.


• It's situational.


• Best interst made you replenished when you lose your goodwill.


• Sometimes a single mistake can empty it.

Thins that diminish goodwill

Here are a few things that user lose their interests at heart:
1. hiding information that they want like customer support phone numbers, shipping rates, and prices.
2. Punishing me for not doing things your way like many sites perversely insist on no spaces in credit card numbers,
when the space actually make it much easier to get the number right.
3. Asking me for information you don't really need like personal information, and find it annoying if a site asks for more
than what's needed for the task at hand.
4. Shucking and jiving me like particularly annoying things.
5. Putting sizzle in my way like having to wait through a long Flash intro, or wade through pages bloated.
6. Your site looks amateurish when your site sloppy disorganized, or unprofessional it is easy to lose their goodwill.

Note that while people love to make comments about the appearance of sites especially color, almost no one is
ging to leave a site because it does't look great.

You are better to know some of these userunfriendly things deliberately. For instance, Uninvited pop-ups almost always annoy people to some extent but when you need you can have it. Just be sure you do it in an informed way, rather than inadvertently.


Things that increase goodwill

1. know the main thins that people want to do on your site and make them obvious and easy.
It is not difficult to figure out just ask them "What are the three main things your users want to do?"
The problem is that it is not always become the top priority it should be.
2. Tell me what I want to know like shipping costs, hotel daily parking gees, service outages- any thing
you'd rather not be upfront about.
3. Save me steps wherever you can like instead of giving me the shipping company's tracking number for my







Think about potential strike.
FAQ
The airline and their Web site.

it is important that users can understand what it is they are looking at, it is easy to use and user get it also,
component to Web usability: ding right thing that being considerate of the user. Ask yourself dose your site behave like a mensch?

The Reservoir of Goodwill
When you enter a Web site, you should start out with a reservoir of goodwill.