Don Norman: Designing For People  Nielsen Norman Group
Usability Is Not a Luxury  On the Internet, Usability is Not a
Luxuryï¿½It is Fundamental to Customer Relationship ORIGINALLY
PUBLISHED BY JAKOB NIELSEN AND DONALD NORMAN IN INFORMATION
WEEK1 If the customer can't find it, then the customer can't buy
it. This simple statement explains why usability is the lifeline
of e-commerce.  Try an experiment.  Imagine that you want to buy
an ink jet printer for your home office. Go to HP, (, Canon (,
and Epson ( Frustrating? Yup. In fact, here is the experience of
one of the authors (Norman). HP: Printers and printing supplies
are the main source of income for HP, so you might think that so
many people turn to the HP website for information, that ink
jets would be there. Nope, nary a word about printers: the
consumer has to guess. I guessed "Home & Home Office." Worse, on
my way to "Home & Home Office," I was waylaid by a new window
with a questionnaire that blocked the screen. Hey folks, I want
to buy a printer, n