In Chapter 10, Krug discusses usability as common courtesy and includes a list of techniques that can increase and decrease goodwill. Aside from a website being convenient and requiring less amount of effort from their users, a site should also be considerate and show that they have their users’ best interest at heart. As Krug had stated, users usually have a reservoir of goodwill that measures their experience on a site. The amount of goodwill in the reservoir will be determined by the user’s level of satisfaction.
While reading Krug’s list of things that diminish goodwill, I can recall some of the bad experiences that I have had with a few websites. I can certainly understand the frustration in having to search for a contact number for several hours and then sometimes never finding it. This is especially frustrating when dealing with an issue caused by one of their products and the only way to resolve the issue is through the company itself. Another bad experience that I can relate to is with formatting data on a site. It can be very annoying when you have spent time filling out a form on a website and then find out that you had entered it incorrectly because you did not follow a specific format. In this kind of situation, the site should state on the form how to enter the information correctly to avoid any waste of time and frustration. Otherwise, there is no guideline to follow and users cannot prevent from having to redo the information correctly a second time.
Related Links:
http://www.cwtv.com/ (no visible contact link)
http://www.aofmpro.com (no prices on single items)
http://iqqubeauty.com/ (no FAQ section)
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