Here are my notes from Jason "37 Signals" Fried's talk at Reboot.
Contingency design
Design for when things go wrong. On the web, things go wrong all
the time. There's never a web-day where nothing goes wrong.You need to make mistakes well.
Crisis points (when users are most likely to abandon their
session):* Error messages
* Bad search results
* Form mistakes
* Pages not found
* Confusing wording.
Prevention and first-aid.
Hall of shame:
* Mag subscription site FAQ: What happens if you click order now
twice? Our documentation tells you not to do this. It's your
fault if you do. You'll get a duplicate order and it'll get
charged long before you find out it happened. So you're screwed.
You get a 25% refund. Maybe you could ask for for a two-year sub.
