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For example, it is often stated as if it was almost a law of nature that the faster pages download, the more usable the site was. But when we actually compared the usability of sites to their download times, we didn't see any correlations. None, zero, zip. If this 'fact' was true, we should've seen something. To go farther, we found that when we asked users to rate the speed of a site, that didn't correlate to the actual download time either. Instead, the perceived speed of the site correlated strongly to whether they completed their tasks! This tells us that, when users are complaining about download time, they probably aren't actually talking about the download time, but about their ability to complete tasks.
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The Usability of Usability: An Interview with Jared Spool, Founding Principal of User Interface Engineering
http://webword.com/interviews/spool2.html
Spool, Jared M.
WebWord
2001
Abstract: For example, it is often stated as if it was almost a law of nature that the faster pages download, the more usable the site was. But when we actually compared the usability of sites to their download times, we didn't see any correlations. None, zero, zip. If this 'fact' was true, we should've seen something. To go farther, we found that when we asked users to rate the speed of a site, that didn't correlate to the actual download time either. Instead, the perceived speed of the site correlated strongly to whether they completed their tasks! This tells us that, when users are complaining about download time, they probably aren't actually talking about the download time, but about their ability to complete tasks.
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