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Recommendations on a faster web experience

Bruce Tognazzini recommends:

1 

Rid your site of  time-  dependent media. Specifically, eliminate all Flash and video 

that is not specifically directed at the product or service being sold or discussed 

and that is not under the direct and voluntary control of the user.

Online customer 

experience

The combination of 

rational and emotional 

factors of using a 

company’s online 

services that influences 

customers’ perceptions of 

a brand online.

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Chapter 11  Analysis and design

2 

Support tabbed browsing.

3 

Limit the number of pages and interactions necessary for a user to accomplish his 

or her task.

4 

Do ‘boredom testing’, where you observe new and experienced users and 

see where they fidget, their mind and eyes wander, or they sit back with arms 

crossed.

5 

Work out solutions so that when you must do some work ‘behind the scenes’, the 

user is engaged in  decision-  making and doesn’t miss your presence. Use Firefox’s 

ability to  pre-  fetch pages, for example, so when the user is ready to go, you are 

ready to go, too.