Designers have to keep in mind that users will have considerably less knowledge about the product than they do themselves. Following established conventions and using interface metaphors relating to well known physical objects are important techniques to assisting users in using digital artifacts. But what if things go wrong, nevertheless?
As Norman and Garrett point out, users tend to blame themselves for any problems when interacting with technology, even though the fault often lies clearly with the product they are trying to use. Many interfaces and websites leave the users to themselves figuring out how to achieve their goals and satisfy their needs. If they fail to do (because the technology doesn’t provide the relevant assistance and cues, or simply fails to deliver its function), they often feel stupid and frustrating. This kind of negative experience will definitely drive people away from products and web sites.
This is especially true…
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