Defensive Design for the Web: How to Improve Error Messages, Help, Forms, and Other Crisis Points: How to Improve Error Messages, Help, Forms, and Other Online Crisis Points (Voices That Matter)

 
9780735714106: Defensive Design for the Web: How to Improve Error Messages, Help, Forms, and Other Crisis Points: How to Improve Error Messages, Help, Forms, and Other Online Crisis Points (Voices That Matter)
From the Publisher:

Let's admit it: Things will go wrong online. No matter how carefully you design a site, no matter how much testing you do, customers still encounter problems. So how do you handle these inevitable breakdowns? With defensive design. In this book, the experts at 37signals (whose clients include Microsoft, Qwest, Monster.com, and Clear Channel) will show you how. Defensive design is like defensive driving brought to the Web. The same way drivers must always be on the lookout for slick roads, reckless drivers, and other dangerous scenarios, site builders must constantly search for trouble spots that cause visitors confusion and frustration. Good site defense can make or break the customer experience. In these pages, you'll see hundreds of real-world examples from companies like Amazon, Google, and Yahoo that show the right (and wrong) ways to get defensive. You'll learn 40 guidelines to prevent errors and rescue customers if a breakdown occurs. You'll also explore how to evaluate your own site's defensive design and improve it over the long term. This book is a must read for designers, programmers, copywriters, and any other site decision-makers who want to increase usability and customer satisfaction.

About the Author:

Chicago-based 37signals (www.37signals.com) is a team of web design and usability specialists dedicated to simple, and usable, customer-focused design. 37signals popularized the concept of contingency/defensive design in various articles and white papers and via the web site DesignNotFound.com. The team also has conducted workshops and presentations on the topic for a variety of conferences and companies. 37signals clients include Microsoft, Qwest, Monster.com, Clear Channel, Panera Bread, Meetup, Performance Bike, and Transportation.com. Work has been featured in the New York Times, Sports Illustrated, Washington Post, on CNN, and in numerous other publications. Team members have appeared as featured speakers at AIGA Risk/Reward, Activ8, South By Southwest, HOW Design Conference, ForUse, and other conferences. Additional information can be found at www.37signals.com. This book is authored by Matthew Linderman with Jason Fried. Other members of the 37signals team include Ryan Singer and Scott Upton.

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Linderman, Matthew; Fried, Jason
Editorial: New Riders (2004)
ISBN 10: 073571410X ISBN 13: 9780735714106
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Linderman, Matthew; Fried, Jason
Editorial: New Riders (2004)
ISBN 10: 073571410X ISBN 13: 9780735714106
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Descripción New Riders, 2004. Paperback. Estado de conservación: New. Nº de ref. de la librería P11073571410X

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Linderman, Matthew; Fried, Jason
Editorial: New Riders (2004)
ISBN 10: 073571410X ISBN 13: 9780735714106
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Descripción New Riders, 2004. Estado de conservación: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: 1. Understanding Defensive Design. Making mistakes well. Introduction. No One's Perfect. Why "Defensive Design"? Crisis Points. Contingency Design to the Rescue. Success Stories. So What Will This Book Teach Me? What Won't I Learn from This Book? Who Should Read It? How Should I Use This Book? A Brief Introduction to the Guidelines. Be Flexible. One Last Thing: See People, Not Users. Let's Get to It. 2. Show the Problem. Display obvious error messages and alerts. Introduction. Guideline 1: Give an error message that's noticeable at a glance. QwestDex: Where's My Error Message? Hilton: But I Just Entered My Login. MotherNature: This Isn't What I Wanted. KB Toys: Obvious Error Notice. Excite: Try Again Error. Guideline 2: Use color, icons, and text to clearly highlight and explain the. problem area. Topica: The Wrong Way. Sony: Wrong Spot. Expedia: The Right Way. Google: Can't-Miss Error Message. Banana Republic: Clear Explanation. Guideline 3: Always identify errors the same way. E*Trade: Inconsistent Error Notification. Priceline: Same Style, Same Place. Guideline 4: Eliminate the need for back-and-forth clicking. EBay: It's Your Problem. Shutterfly: No More Backtracking. United Airlines: Which Airport in Chicago? Head to Head: Ticketmaster vs. Victoria's Secret. Summary. 3. Language Matters. Provide clear instructions. Introduction. Guideline 5: Don't use language that might be unfamiliar to your customers. ESPN and USPS: What's That Mean? Network Solutions: What's a TLD? Switchboard: Keep Internal Terms Internal. Typebox: Add to Buybox? University of Chicago: Funky Acronyms Explained. Guideline 6: Keep text brief and easy to understand. Aer Lingus and Fortune: Is There an Echo in Here? Motley Fool: Straightforward Messaging. C2it: Cash or No Cash? Head to Head: Qwest vs. AT&T. UPS: Invalid. Verify Validity. FedEx: Simpler Is Better. Guideline 7: Be polite. Best Deal Magazines: We Warned You. Hallmark: Apologetic Tone. Lands' End: We Owe It All To You. Summary. 4. Bulletproof Forms. Create friendly forms that are easy to complete. Introduction. Guideline 8: Highlight either required or optional fields. Victoria's Secret: Turned Off. Washington Post: Marked With *. Guideline 9: Accept entries in all common formats. Nordstrom: No Hyphens or Spaces. KB Toys: It's All Good. AOL: Autoformat. Zagat Survey: They've Got My Number. Guideline 10: Provide sample entries, pull-downs, and formatting hints to. ensure clean data. E*Trade:Which Dates Are Valid? United Airlines: Month Pull-Down. DeepDiscountCD: Improving the Odds. Expedia and E*Trade: MM/DD/YYYY and XXX-XX-XXXX. Yahoo! and Citysearch: Sample Answers. Dell: Boxed In. Guideline 11: Explicitly state limits to characters, number of entries, and. so forth. Yahoo!: Then How Many? CDNow: What's the Limit? Google: 25 Max. Head to Head: Paypal vs. SprintPCS. Guideline 12: If customers can't choose it, don't show it. Google: Then Don't Offer 2003. Ticketmaster: Why Not Tell Me It's Sold Out? Peapod: Only Show Available Times. EasyJet: Easy Picking. Guideline 13: Validate entries (as soon as possible). AOL: New York, Alaska? UPS: Match City and Zip. Motley Fool: Enter a Valid Number. NBA: Invalid Email. ATI: Check Compatibility. Guideline 14: Button up: Eliminate the Reset button and disable the Submit. button after it's clicked. Bank One: Reset Only. FedEx: Asking for Button Trouble. University of Washington:Are You Sure? E*Trade: Click Only Once. Applied Biosystems: Disabling. Nº de ref. de la librería ABE_book_new_073571410X

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