Building a Better Interface
http://builder.cnet.com/webbuilding/pages/Graphics/UserInterface/

Shafer, Dan
Builder.com
1998

Abstract:

If you build it, they may or may not come. But if they do come and you've built it badly, they almost certainly won't come back. While it's immensely difficult to figure out what makes a user bookmark a site, usability is a critical factor. Despite this, most Web builders spend far too little time thinking about this aspect of site design.