Gratuitous Graphics and Human-Centered Website Design
http://jnd.org/dn.mss/hcd_website_design.html

Norman, Donald A.
JND.org
1999

Abstract:

Notice how frustrating most company websites are. Lots of pretty pictures that take forever to load. Hardly any information on a page. Notice how difficult it is to find the information you seek, and especially, how difficult it is to do comparison shopping. Don't companies realize that in today's world, the website is a great opportunity to practice customer-centered interaction -- make the customers happy and they will come back again and again? Frustrate them and, well, the competition is only a click away.