Summary: Users waste unacceptably much time struggling with computer bugs. Users' mental models suffer when systems don't work as advertised, leading people to question their understanding of the UX.
The IT industry is maturing. Hopefully, this maturity will result in a slower introduction of new features, which in turn will let companies focus their attention and resources on making existing technology work better for users.
Video Author
Jakob Nielsen, Ph.D., is a User Advocate and principal of the Nielsen Norman Group which he co-founded with Dr. Donald A. Norman (former VP of research at Apple Computer). Dr. Nielsen established the "discount usability engineering" movement for fast and cheap improvements of user interfaces and has invented several usability methods, including heuristic evaluation. He holds 79 United States patents, mainly on ways of making the Internet easier to use.
