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Top 10 User Complaints about Web Sites

If you don't give users what they want, they'll go to a site that does. Users don't want frustrations. They want content.

The list ranks features from most to least annoying. If you want to improve your Web site, avoid these mistakes.

1 Slow loading pages.
2   Can’t find the product or info promised on the site.
3   Navigating is confusing: I don’t know where I am or where to go to find what I want.
4   Site wants personal data before I can access pages.
5   Help isn't helpfu;l search doesn’t find what I need. Why have these features if they don’t work?
6   I must scroll down past useless advertising, animations, or graphics to get to the information I want.
7   Too much advertising; too many popup ads.
8   Links don’t work: page can’t be found or link goes to an irrelevant page.
9   Content poorly organized: no clear structure; related info not grouped as I expected or needed.
10   Too many clicks to get what I’m looking for; too much work.


"Web Rage: when online users go mad,"
Internetworks Magazine, United Kingdom, May 2002

“How can I reduce the major user annoyances on my site?”
Michael L. Bernard, Optimal Web Design, Software Usability Research Lab, Wichita State University, research article published online, updated Jan 2002.

"Building Sites with Depth,"
Jakob Nielsen and Marie Tahir, Web Techniques Magazine, February 2001.

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