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Solution

Use language that your target customers understand. Observe and interview representative customers so that you can empathize with the way they see and understand the world. Use techniques such as card sorting, category identification, and category description to get a better feel for how they organize, structure, and describe things. Use all of this information to create content and links that your customers will find understandable and predictable.

Figure K11.2. Ask your customers to review the language you intend to use on your site.



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