Sublime

proportion of visitors who are successfully using self-service help tools or online support tickets

Severe problems start showing up when we introduce overlays, anchor links, image galleries, and dynamic views into our interfaces. For example, if a user clicks through a carousel in an article, changes the view in a dashboard or toggles states in a pricing page. Should the “Back” button bring a user to the previous state, or to the previous page?

Is it exactly 20 percent? Not necessarily. But thinking of it as 20 percent is a good start. If we focus our attention on the top 20 percent of user traffic and ensure those items are first in line for any kind of enhancement or additions, we can make relatively small improvements that will yield disproportionately powerful results. In other words,

obtain usability feedback from experts rather than your website visitors. This tool is called Concept Feedback (www.ConceptFeedback.com) and helps balance out some of the visitors’ feedback

use a process created by Bryan Eisenberg. His approach encourages you to dig into the human element rather than looking at visitor feedback as qualitative data.

On pages where a form needs to be filled in, the persistent navigation can sometimes be an unnecessary distraction.

Include no more than four items in each chunk.