Whenever possible, conduct user surveys and testing, MacGregor added. We are not the end user. We cannot understand the end user. Managing expectations builds trust with clients, and ultimately with users, he asserted. If you give users control, they will trust you, and the Web site has a better chance for success.
Clients tend to like that.
On the other hand, MacGregor points out, When the system takes over control from the user, it builds mistrust. The current debate over the abuse of Flash will only subside when designers start listening to their users, MacGregor said. He referred to an article written by usability expert Jakob Nielsen that slammed Flash use on the Web. Flash is 99 proof, and most Flash developers have been drunk on power for a while. He christened the session the first FA meeting, drawing laughter once again.