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Chapter 1. Customer-Centered Web Design > Myth 7: Customers Can Always Rely on ...

Myth 7: Customers Can Always Rely on Documentation and Help

Documentation and help are important; however, customers are unlikely to be patient enough to sift through a great deal of documentation just to use a Web site. Documentation and help are the last resorts of a frustrated customer.

Think about it this way: When was the last time you read a help page? Did you wish the design team had gone the extra mile in the first place to make using the site straightforward so that you would not need to read the help? Customer-centered design provides tools to see the world from your customers' eyes, to help you understand their worldview, and then to design Web sites to fit their needs.

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