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Problem

People can easily be derailed from completing a task if the next step is not obvious.

When working on a task, customers become frustrated when they reach a roadblock because they cannot figure out the next step. If all the buttons are the same size, shape, and color, or are ambiguously named, people have a tough time deciding which button they should care about more. If the link they think should be next is not visible on the page, some people will not have the patience to scroll down to look for it. On certain pages, customers need to scroll to make selections or verify information. On other pages, they can see that the information at the top is correct, and they will assume that the rest of the page is correct.


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