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.
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Descrizione libro New Riders, 2004. Condizione libro: 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. Codice libro della libreria ABE_book_new_073571410X
Descrizione libro New Riders, 2004. Paperback. Condizione libro: New. book. Codice libro della libreria 073571410X
Descrizione libro New Riders, 2004. Paperback. Condizione libro: New. 1. Codice libro della libreria DADAX073571410X
Descrizione libro New Riders, 2004. Paperback. Condizione libro: New. Codice libro della libreria P11073571410X
Descrizione libro Condizione libro: Brand New. Book Condition: Brand New. Codice libro della libreria 97807357141061.0