Why Didn't People Scroll? The Illusion of Completeness
Summary: In testing, we often see users who don't scroll a web page even though there is much useful info below the fold. Often, the reason is "the illusion of completeness" which causes users to believe that they are seeing all there is.
Users can think they see the entire web page, although additional content exists off-screen. Designers must help users discover all relevant information.
Video Author
Aurora Harley is a Senior User Experience Specialist with Nielsen Norman Group. Aurora’s research and consulting experience includes organizations in a variety of industries, such as ecommerce, travel, healthcare, and B2B (business-to-business). She also conducts independent research for NN/g, and regularly leads training courses on mobile usability, UX strategies, psychology and UX, and analytics. Aurora combines her background in front-end web development and UX design to inform her work, creating effective designs that balance technical, business, and user needs.
