Michael Stewart
@stewart
I love the expression "reservoir of goodwill,” used by Steve Krug in his book Don't Make Me Think, a primer on building usable web products. The book is 20+ years old but the idea is evergreen. Basically, your users have some finite amount of goodwill that dwindles when they're inconvenienced/frustrated by your desig
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Michael Stewart
@stewart
Think of visiting a restaurant's website, and not finding an obvious way to get to their menu or hours. Empty the reservoir and you'll lose the user, maybe for good.
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