A bad website is like a grumpy salesperson.

Information Overload = "information pollution"

On the Internet, it's survival of the easiest.... Give users a good experience and they're apt to turn into frequent and loyal customers. But ... it's easy to turn to another supplier in the face of even a minor hiccup. Only if a site is extremely easy to use will anybody bother staying around.

Inadequate use of usability engineering methods in software development projects have been estimated to cost the US economy about $30 billion per year in lost productivity.

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.

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.

Compared to 1999...we cannot quite declare victory, but we can declare progress.