High Failure Rates on the Web

29 Nov 2003 /

. . . when public website users perform simple Internet tasks, they’re successful two-thirds of the time on average. In other words, users fail 35% of the time . . .

Six sigma tolerates no more than 3.4 defects per million manufacturing opportunities; in contrast, the Web generates 350,000 defects per million interaction opportunities. The difference between the two quality levels is a factor of 100,000.

The only reason the Web works at all is that people are flexible and persistent enough to try again when their first attempt fails.

The good news, I suppose, is that the opportunity for improvement is virtually limitless.

Thus spoke The Programmer.

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