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Observing the User Experience by Mike Kuniavsky

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CHAPTER 12 Ongoing Relationships

Most Web sites are used more than once. They continue to be useful to their customers over periods of months or years. People’s use of a product and their relationship to it change with time. They grow accustomed to how it works; they learn what to focus on and what to ignore; and while their understanding of it deepens, they develop habits with it. If all goes well, loyalty and comfort increase rather than resentment and frustration.

In nearly all cases, you want people to get comfortable with your product and learn its more subtle facets. However, in order for the product to support long-term use, the development team should know how and when people’s relationship to it and understanding of it changes. Most ...

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