Publishers of technology books, eBooks, and videos for creative people

Home > Store

Defensive Design for the Web: How to improve error messages, help, forms, and other crisis points

Register your product to gain access to bonus material or receive a coupon.

Defensive Design for the Web: How to improve error messages, help, forms, and other crisis points

Book

  • Sorry, this book is no longer in print.
Not for Sale

Description

  • Copyright 2004
  • Edition: 1st
  • Book
  • ISBN-10: 0-7357-1410-X
  • ISBN-13: 978-0-7357-1410-6

Let's admit it: Things will go wrong online. No matter how carefully you design a site, no matter how much testing you do, customers still encounter problems. So how do you handle these inevitable breakdowns? With defensive design. In this book, the experts at 37signals (whose clients include Microsoft, Qwest, Monster.com, and Clear Channel) will show you how.

Defensive design is like defensive driving brought to the Web. The same way drivers must always be on the lookout for slick roads, reckless drivers, and other dangerous scenarios, site builders must constantly search for trouble spots that cause visitors confusion and frustration. Good site defense can make or break the customer experience.

In these pages, you'll see hundreds of real-world examples from companies like Amazon, Google, and Yahoo that show the right (and wrong) ways to get defensive. You'll learn 40 guidelines to prevent errors and rescue customers if a breakdown occurs. You'll also explore how to evaluate your own site's defensive design and improve it over the long term.

This book is a must read for designers, programmers, copywriters, and any other site decision-makers who want to increase usability and customer satisfaction.

Downloads

Downloads

Author's Bio - 160 kb - 073571410za.pdf

Extras

Related Article

Bulletproof Your Forms

Sample Content

Online Sample Chapter

Creating Bulletproof and Easy to Complete Web Forms

Downloadable Sample Chapter

Sample Chapter - 570 kb - Chapter 4 - Bulletproof Forms

Table of Contents



1. Understanding Defensive Design.

Making mistakes well.

Introduction. No One's Perfect. Why "Defensive Design"? Crisis Points. Contingency Design to the Rescue. Success Stories. So What Will This Book Teach Me? What Won't I Learn from This Book? Who Should Read It? How Should I Use This Book? A Brief Introduction to the Guidelines. Be Flexible. One Last Thing: See People, Not Users. Let's Get to It.

2. Show the Problem.
Display obvious error messages and alerts.

Introduction. Guideline 1: Give an error message that's noticeable at a glance. QwestDex: Where's My Error Message? Hilton: But I Just Entered My Login. MotherNature: This Isn't What I Wanted. KB Toys: Obvious Error Notice. Excite: Try Again Error. Guideline 2: Use color, icons, and text to clearly highlight and explain the. problem area. Topica: The Wrong Way. Sony: Wrong Spot. Expedia: The Right Way. Google: Can't-Miss Error Message. Banana Republic: Clear Explanation. Guideline 3: Always identify errors the same way. E*Trade: Inconsistent Error Notification. Priceline: Same Style, Same Place. Guideline 4: Eliminate the need for back-and-forth clicking. EBay: It's Your Problem. Shutterfly: No More Backtracking. United Airlines: Which Airport in Chicago? Head to Head: Ticketmaster vs. Victoria's Secret. Summary.

3. Language Matters.
Provide clear instructions.

Introduction. Guideline 5: Don't use language that might be unfamiliar to your customers. ESPN and USPS: What's That Mean? Network Solutions: What's a TLD? Switchboard: Keep Internal Terms Internal. Typebox: Add to Buybox? University of Chicago: Funky Acronyms Explained. Guideline 6: Keep text brief and easy to understand. Aer Lingus and Fortune: Is There an Echo in Here? Motley Fool: Straightforward Messaging. C2it: Cash or No Cash? Head to Head: Qwest vs. AT&T. UPS: Invalid. Verify Validity. FedEx: Simpler Is Better. Guideline 7: Be polite. Best Deal Magazines: We Warned You. Hallmark: Apologetic Tone. Lands' End: We Owe It All To You. Summary.

4. Bulletproof Forms.
Create friendly forms that are easy to complete.

Introduction. Guideline 8: Highlight either required or optional fields. Victoria's Secret: Turned Off. Washington Post: Marked With *. Guideline 9: Accept entries in all common formats. Nordstrom: No Hyphens or Spaces. KB Toys: It's All Good. AOL: Autoformat. Zagat Survey: They've Got My Number. Guideline 10: Provide sample entries, pull-downs, and formatting hints to. ensure clean data. E*Trade:Which Dates Are Valid? United Airlines: Month Pull-Down. DeepDiscountCD: Improving the Odds. Expedia and E*Trade: MM/DD/YYYY and XXX-XX-XXXX. Yahoo! and Citysearch: Sample Answers. Dell: Boxed In. Guideline 11: Explicitly state limits to characters, number of entries, and. so forth. Yahoo!: Then How Many? CDNow: What's the Limit? Google: 25 Max. Head to Head: Paypal vs. SprintPCS. Guideline 12: If customers can't choose it, don't show it. Google: Then Don't Offer 2003. Ticketmaster: Why Not Tell Me It's Sold Out? Peapod: Only Show Available Times. EasyJet: Easy Picking. Guideline 13: Validate entries (as soon as possible). AOL: New York, Alaska? UPS: Match City and Zip. Motley Fool: Enter a Valid Number. NBA: Invalid Email. ATI: Check Compatibility. Guideline 14: Button up: Eliminate the Reset button and disable the Submit. button after it's clicked. Bank One: Reset Only. FedEx: Asking for Button Trouble. University of Washington:Are You Sure? E*Trade: Click Only Once. Applied Biosystems: Disabling a Button. Guideline 15: Assist form dropouts by saving information. Discover: It's Now or Never. Bank One: Saving for Later. Netflix: Finish Up. Summary.

5. Missing in Action.
Overcome missing pages, images, or plug-ins.

Introduction. Guideline 16: Offer customized "Page Not Found" error pages. Home Depot: Where's the Beef? Apple: Top-Notch 404. Hewlett Packard: Explaining Why It's Not Found. Head to Head:Moviefone vs. IBM. The New York Times: Back to the News. Guildeline 17: Successfully redirect near-miss URLs. Apple: Uppercase vs. Lowercase. Excite: One Too Many. Amazon: One Too Few "W"s. Google: Ooo Yeah. Yahoo!: Photo or Photos? Guideline 18: Use ALT tags for images. J. Crew: No Alternative. Red Envelope: Missing Navigation. Apple:Text Rather Than Images. Guideline 19: Don't shut out visitors with old technology: Offer alternative. versions and technology upgrade information. Warren Center: Simpler Is Better. Versace: Have It Your Way. Connected Earth: Plug-In Breakdown. Sumomusic: Flash Help. Yellow Pencil: It works, but please upgrade. Summary.

6. Lend a Helping Hand.
Offer help that's actually helpful.

Introduction. Guideline 20: Answer questions on the same page they arise. Lands' End: On-the-Spot Help. Wedding Channel:Sanity Savers. Yahoo!: Contextual Help. Amazon: The Shipping News. Guideline 21: Offer an easy-to-use "Help" section and provide clear links to. it. PC Mall: Hidden Help. EBay: Bare-Bones Help. Yahoo! Chat: Help That's Actually Helpful. Orbitz: 4 Ways to Receive Help. Amazon: Need Further Assistance? Guideline 22: Let customers help themselves through online forums and. training sessions. Blogger: Help from Other Customers? EBay and Adobe: Self-Serve Help. Guideline 23: Provide a human fallback plan (help via chat, phone, or email). EBay: Snail-Mail Help? Lands' End: Help That's Convenient for You. 1-800 Flowers and Gap: Help Avenues. Guideline 24: Answer emails quickly and effectively. Gap: Short and Sweet. Dell: "Customer Support, This Is Tarzan". Lands' End: Return Policy Explained. Guideline 25: Help login with tips or email. Lego: What's My Username Again? Pottery Barn: Password Savior. Yahoo!: Give Me a Hint. Apple: Three Strikes and You're Sent an Email. Summary.

7. Get Out of the Way.
Eliminate obstacles to conversion (e.g. unnecessary ads, registration, navigation, etc.)

Introduction. Guideline 26: Don't disable the browser's Back button. Ticketmaster: Back Isn't a Bad Request. EBay: Input (T)error. Expedia: Back = No Problem. Guideline 27: Make it fast, not cute. Star Wars: Episode Ugh. EXPN: Too Cute. Thrifty: Getting to the Point. Comedy Central: Playing It Straight. Guideline 28: Don't force registration. Apple: Don't Make Me Sign In for Help. Sun: Getting to the Point. Guideline 29: Don't block content with ads. About: Owl Blockage. Yahoo!: Cruising for a Bruising. Orbitz: Ad Trumps Error. News: Bannerless. Guideline 30: Eliminate unnecessary navigation during multi-step processes. Pottery Barn: Checkout Distraction. EBay: Stay on Track. Summary.

8. Search and Rescue.
Deliver the right results with smart search engine assistance.

Introduction. Guideline 31: Offer a clear explanation when no results are found or inexact. matches are shown. Pepsi: Less Is Not More. Target: A Mop That Plays MP3s? Spun: No Keyword Matches. Crate & Barrel: Votive Explanation. Head to Head: Marshall Field's vs. Sears. Guideline 32: Anticipate common errors and provide relevant results. IRS: W2 or W-2? Google: Bad Spelling = No Problem. Head to Head: MarketWatch vs. Yahoo! Finance. Amazon: You Know What I Mean. Google: Using Search Logs. Head to Head: Bluelight vs. Wal-Mart. Guideline 33: Too many results? Offer features that let searchers refine and. filter results. Best Buy: I Just Wanted a DVD Player!. L.L. Bean: Give Me the Boot. Amazon: Which Cash? Sears: Sort Options. Citysearch: Have It Your Way. Yahoo!: Narrow My Search. HotJobs: Refine Results. EBay: Get More Specific. Qwest: Suggest Related Documents. CDNow: If You Like This… Head to Head: Foot Locker vs. Finish Line. Amazon: Letting the Customer Decide. Guideline 34: No results? Let customers easily expand search criteria. Marriott: No Quick Fix. EBay: Try These Search Alternatives. News: Expand Your Search. Yahoo!: Need More Results? Guideline 35: Offer tips on how to improve results. Reebok: No Tips. Amazon: Search Examples. AllRecipes: For Better Results… Guideline 36: Don't rely on advanced searches. Musician's Friend: Too Complex. Palm: Pull-down Overload. Chicago Tribune: Basic First, Then Advanced. Summary.

9. Out of Stocks and Unavailable Items.
Make sure unavailable items don't become dead ends.

Introduction. Guideline 37: Be upfront about item unavailability. Baby Ultimate: Don't Tease Like That. Amazon and Tower Records: Stock Notification. Lands' End: Inventory Alert. Guideline 38: If a product will be available at a later date, explain when,. provide product details, and take advance orders. Bookpool: When Will I Get It? CDNow: Expected Release Date. Head to Head: Barnes & Noble vs. Amazon. Guideline 39: Offer email notification. UPS: Can't You Get Back to Me? Kill Rock Stars: Tell Me When This Item Is in Stock. Mother Nature: "We will watch this product…". Guideline 40: Show similar items that are available. Terrific Toy: Less Is Not More. Gap and L.L. Bean:…But These Are Available. Hotmail: Try One of These Instead. Head to Head: Domain Bank vs. Register.com. Summary.

10. The Contingency Design Test.
See how your site rates.

Who Should Perform the Tasks? How Does This Differ from Other Site Usability Tests? Scoring Your Test. The Contingency Design Test. Tally Your Score. See How You Stack Up.

Conclusion.
Contingency Design.
A Long-Term Commitment.

Study Customer Support Inquiries. Solicit Feedback. Analyze Server Log Files. Get Outside Opinions. Put Someone in Charge of Contingency Design. Build a Contingency Design Knowledgebase. Prepare to Fail. Conclusion: One Step at a Time.

Index.

Updates

Submit Errata

More Information

Peachpit Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from Peachpit and its family of brands. I can unsubscribe at any time.

Overview


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about Peachpit products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information


To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites; develop new products and services; conduct educational research; and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email ask@peachpit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


This site is not directed to children under the age of 13.

Marketing


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out


Users can always make an informed choice as to whether they should proceed with certain services offered by Adobe Press. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.peachpit.com/u.aspx.

Sale of Personal Information


Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020