1. Software Usability and Design
Krug Chapter 11 Goodwill
Paul Ammann
SWE 205
Software Usability and Design

2. Topics The reservoir of goodwill Things that diminish goodwill
Things that increase goodwill
22-Jul-19
© Jeff Offutt

3. The reservoir of goodwill
It’s idiosyncratic
It’s situational
You can refill it
Sometimes, a single mistake can empty it
22-Jul-19
© Jeff Offutt

4. Things that diminish goodwill
Hiding information that I want
Punishing me for not doing things your way
Asking me for information you don’t really need
Shucking and jiving me
Putting sizzle in my way
Your site looks amateurish
You might diminish goodwill intentionally
22-Jul-19
© Jeff Offutt

5. Things that increase goodwill
Know main user goals and make it obvious/easy
Tell me what I want to know
Save me steps whenever you can
Put effort into it
Know what questions I’m likely to have
And provide answers
Provide creature comforts
Printer friendly pages
Make it easy to recover from errors
When in doubt, apologize
22-Jul-19
© Jeff Offutt