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.

Users are not designers.

Even the best designers produce successful products only if their designs solve the right problems. A wonderful interface to the wrong features will fail.

The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order.

Information Overload = "information pollution"

On average, when you ask someone to perform a task on a site, they cannot do it. It's not their fault; it's the designer's fault.

What we learned is money doesn't grow on trees.