Software Usability and Design Krug Chapter 11 Goodwill Paul Ammann https://www.cs.gmu.edu/~pammann/ SWE 205 Software Usability and Design

Topics The reservoir of goodwill Things that diminish goodwill Things that increase goodwill 22-Jul-19 © Jeff Offutt

The reservoir of goodwill It’s idiosyncratic It’s situational You can refill it Sometimes, a single mistake can empty it 22-Jul-19 © Jeff Offutt

Things that diminish goodwill Hiding information that I want Punishing me for not doing things your way Asking me for information you don’t really need Shucking and jiving me Putting sizzle in my way Your site looks amateurish You might diminish goodwill intentionally 22-Jul-19 © Jeff Offutt

Things that increase goodwill Know main user goals and make it obvious/easy Tell me what I want to know Save me steps whenever you can Put effort into it Know what questions I’m likely to have And provide answers Provide creature comforts Printer friendly pages Make it easy to recover from errors When in doubt, apologize 22-Jul-19 © Jeff Offutt