Usability Views Article Details  home | timeline | recent | popular | e-reports | userati | books | about  Defensive Design for the Web (04 Aug 2004) After reading Defensive Design for the Web, I think of potential problems as places to learn more about the user and to make the site better. The page that hit me the hardest was about a customer relations study at a hotel. They actually found that visitors who had a problem that was nicely resolved rated the hotel higher than visitors who hadn’t had a problem at all. That’s a study that can give hope to us all. We can strive for a perfect Web site, but will never achieve it. It’s nice to know that we can build strong customer loyalty by using contingency design-and this book will help you do that. Article URL: http://www.digital-web.com/articles/defensive_design_for_the_web/ Read 259 more articles from Digital Web sorted by date, popularity, or title. Next Article: Introducing the Reflexive User Interface Builder     This site is a labour of love built by Chris McEvoy