Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.

On the Web, all advantages are temporary, and you must keep innovating to stay ahead

Clear content, simple navigation and answers to customer questions have the biggest impact on business value. Advanced technology matters much less.

Ultimately, users visit your website for its content. Everything else is just the backdrop.

Information Overload = "information pollution"

Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.

To design an easy-to-use interface, pay attention to what users do, not what they say. Self-reported claims are unreliable, as are user speculations about future behavior.