. . . 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. — Jakob Nielsen, “Two Sigma: Usability and Six Sigma Quality Assurance” 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. Read more →