Plan on some of your users getting lost at each step so that the next steps are always clear. There's a reason why fire codes require well-lighted exit signs placed throughout public buildings. There is no such thing as user error. The customer is always right, and that's more true than ever online. Of course, the corollary to this is that there is no such thing as a good error message.
Usability frequently takes a backseat to other business priorities.
With more than 12 years' experience in public relations and communications, Emily is a Vice President with GreystoneNet Inc. , an Internet strategy consulting firm specializing in healthcare. Greg has been an Internet user since the late 1980s and worked on the first web site in the U.S., launched in May 1991. Voice your opinion. The problem is getting to it. In fact, she has readers around the world.