In chapter 10, some of the topics it discusses is "The Reservoir of Goodwill", where things like idiosyncratic where different people have a different tolerance for reservoir, depending on the situation some audiences might of had a bad experience with a previous site so they are irritated to go to a new one, refilling it by trying to making up for what the audience have gone through a bad experience (this is kind of like me, because I am a server at a restaurant and sometimes mistakes are done and I have to rebuttal with good intentions in hopes of them coming back returning), and sometimes a mistake is just too great to fix. Also under the topic of diminishing goodwill, where hiding information that audience would want can cause a bad experience with the audience. When I want to order items online and I want to know like how fast shipping will take if I am on a time crunch I would like a way to contact them asap instead of digging through their site.
In Chapter 11, where the topic talks about what designers and developers fear there are two listed which are more work and compromised design. I can concur with the part about compromising the design because I've done work for friends, where they wanted a design a certain way but I felt like it wasn't working or appealing enough. The chapter later recommends 5 things to to help your website such as fixing the problems with usability, reading articles (I actually do this a lot to help improve myself), reading a book, using cascading style sheets (I actually did CSS Zen Garden in a previous class, it was a great experience!) and going for "low-hanging fruit".
Talks about problems with websites such as diminishing goodwill.
Article about what CSS Cascading Style Sheets.
Points out issues to usability in design.
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