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Defensive Design for the Web: How to improve error messages, help, forms, and other crisis points: How to Improve Error Messages, Help, Forms, and Other Online Crisis Points (Voices That Matter) Paperback – 2 Mar 2004

2.7 out of 5 stars 4 customer reviews

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Product details

  • Paperback: 264 pages
  • Publisher: New Riders; 01 edition (2 Mar. 2004)
  • Language: English
  • ISBN-10: 073571410X
  • ISBN-13: 978-0735714106
  • Product Dimensions: 17.9 x 1.4 x 23 cm
  • Average Customer Review: 2.7 out of 5 stars 4 customer reviews
  • Amazon Bestsellers Rank: 1,176,812 in Books (See Top 100 in Books)
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Product description

Synopsis

Let's admit it: Things will go wrong online. No matter how carefully you design a site, no matter how much testing you do, customers still encounter problems. So how do you handle these inevitable breakdowns? With defensive design. In this book, the experts at 37signals (whose clients include Microsoft, Qwest, Monster.com, and Clear Channel) will show you how. Defensive design is like defensive driving brought to the Web. The same way drivers must always be on the lookout for slick roads, reckless drivers, and other dangerous scenarios, site builders must constantly search for trouble spots that cause visitors confusion and frustration. Good site defense can make or break the customer experience. In these pages, you'll see hundreds of real-world examples from companies like Amazon, Google, and Yahoo that show the right (and wrong) ways to get defensive. You'll learn 40 guidelines to prevent errors and rescue customers if a breakdown occurs. You'll also explore how to evaluate your own site's defensive design and improve it over the long term.This book is a must read for designers, programmers, copywriters, and any other site decision-makers who want to increase usability and customer satisfaction.

From the Back Cover

Let's admit it: Things will go wrong online. No matter how carefully you design a site, no matter how much testing you do, customers still encounter problems. So how do you handle these inevitable breakdowns? With defensive design. In this book, the experts at 37signals (whose clients include Microsoft, Qwest, Monster.com, and Clear Channel) will show you how.

Defensive design is like defensive driving brought to the Web. The same way drivers must always be on the lookout for slick roads, reckless drivers, and other dangerous scenarios, site builders must constantly search for trouble spots that cause visitors confusion and frustration. Good site defense can make or break the customer experience.

In these pages, you'll see hundreds of real-world examples from companies like Amazon, Google, and Yahoo that show the right (and wrong) ways to get defensive. You'll learn 40 guidelines to prevent errors and rescue customers if a breakdown occurs. You'll also explore how to evaluate your own site's defensive design and improve it over the long term.

This book is a must read for designers, programmers, copywriters, and any other site decision-makers who want to increase usability and customer satisfaction.

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Customer reviews

Top customer reviews

21 June 2006
Format: Paperback|Verified Purchase
8 people found this helpful
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7 April 2009
Format: Paperback
3 people found this helpful
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7 May 2004
Format: Paperback
17 people found this helpful
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7 April 2005
Format: Paperback
27 people found this helpful
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Most helpful customer reviews on Amazon.com

Amazon.com: 3.8 out of 5 stars 41 reviews
Mark Harmon
5.0 out of 5 starsThis Book Makes You Aware of Not-So-Obvious Issues Your Site Must Defend Against
21 September 2012 - Published on Amazon.com
Format: Paperback|Verified Purchase
One person found this helpful.
RaeLehman
4.0 out of 5 starsAll The Rules Everyone Knows But Never Follows
17 November 2004 - Published on Amazon.com
Format: Paperback|Verified Purchase
11 people found this helpful.
Amazon Customer
4.0 out of 5 starsGrade-A Advice in a Grade-C Package
1 September 2005 - Published on Amazon.com
Format: Paperback|Verified Purchase
19 people found this helpful.
bekalekah
2.0 out of 5 starsIt is what it is
11 May 2008 - Published on Amazon.com
Format: Paperback|Verified Purchase
One person found this helpful.
Peter Emmett
5.0 out of 5 starsExcellent for enhancing the user exprience
8 November 2004 - Published on Amazon.com
Format: Paperback|Verified Purchase
11 people found this helpful.
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