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

A general principle for all user interface design is to go through all of your design elements and remove them one at a time.

Consistency is one of the most powerful usability principles: when things always behave the same, users don't have to worry about what will happen. Instead, they know what will happen based on earlier experience.

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.

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

Users spend most of their time on other sites. This means that users prefer your site to work the same way as all the other sites they already know.

The usability tests we have conducted during the last year have shown an increasing reluctance among users to accept innovations in Web design. The prevailing attitude is to request designs that are similar to everything else people see on the Web.