Issue No. 07 - July (2002 vol. 35)
Jonathan Palmer , College of William & Mary
<p>Despite its highly touted capabilities,the World Wide Web continues to generate substantialfrustration among users. The difficulty locating pertinent information,delays in downloadingcontent, and the need to sort through numerous hits for a single query can be overwhelming. Web sites also differ dramatically in their level of sophistication, ranging from heavilytext-based formats to sites replete with video, audio, and 3D graphics.</p><p>A crucial element in Web site success is usability, the ease or difficulty users experience with online systems and processes. According to a recent study I conducted of 750 corporate Web sites ("Web Site Usabality, Design, and Performance Metrics," <i>Information Systems Research</i>,June 2002, pp. 151-167), businesses whose homepages address usability and incorporate other essential design criteria report higher traffic,more repeat visitors, and greater customer satisfaction.</p>
J. Palmer, "Designing for Web Site Usability," in Computer, vol. 35, no. , pp. 102-103, 2002.