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Pattern Group B. Creating a Navigation F... > Organize Your Hierarchy to Match the...

Organize Your Hierarchy to Match the Way Customers Think

This task can be quite a challenge because customers do not all think alike, and because a designer may not think like customers. For example, would most customers expect to find organic apples under groceries, produce, fruits, or organic fruits? Should you cover your bases and create all the categories? Or should you create just one category?

To make this decision requires interviewing customers about where they would expect to find things. Use card sorting, as described in Chapter 3—Knowing Your Customers: Principles and Techniques, to have customers help you organize the content on your site. You can relate the resulting categories by creating links between them. It is also useful to provide a few redundant links to the same information, especially if different customers consistently give different names for the same thing.


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