WHEN WEB SITES UNRAVEL

摘要

Toronto ― You have an online form. You have a credit card. But as you type in the necessary information to make a purchase, the form won't work. It took one of Tara O'Doherty's test subjects more than 20 minutes to figure out the problem: Though there were spaces between the numbers on the credit card, there were no spaces or separate fields on the form. Experienced Web users, such as IT managers and CIOs, are savvy enough to be aware of these flaws, but many people in the general public are not. This is the reason online forms have only an 11 per cent success rate ― and the reason companies such as Bell Canada and General Motors call in O'Doherty, national director of usability for Cossette Interactive, for help.