Why bother enhancing the users experience?
People expect things to simply work – no prior reading and certainly no training. Either they can gain immediate value, or they will move on. So it’s win or lose, based on the initial user experience, and for many organizations, this user experience is directly mapped to business success. Users have increasing choice, and can easily evaluate alternatives to satisfy their expectations. They can use the Web to get information, make comparisons and obtain the best offering. At every stage they are influenced by their experience and with a click of the mouse, cast judgment.
