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You know what I wish? I wish all the scum of the Earth had one throat and I had my hands about it.

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Jakob Nielsen

If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.

Becomes, Design, Primary, Site, Support
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Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.

Information, Memories, Memory, Minimize, Options, Use

The best Web sites are better than Reality.

Reality, Site, Sites, Web

Developing fewer features allows you to conserve development resources and spend more time refining those features that users really need. Fewer features mean fewer things to confuse users, less risk of user errors, less description and documentation, and therefore simpler Help content. Removing any one feature automatically increases the usability of the remaining ones.

Errors, Fewer, Help, Mean, Simplicity

. . . the book is a manifesto to make the Web atone for the sins of computers and regain a level of simplicity that can put humanity at peace with its tools once again.

Book, Humanity, Make, Simplicity, Sins

Users are not designers.

Design, Designer, Designers, Users
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