The idea is to get people back on the right track as soon
as possible.
Unfortunately, contingency design does not stop at helping people find the right page. The
next category of preparedness occurs on a granular, in-page level, where people find the
right page but cannot seem to find their way around the clever form your company has
laid out for them.
Of course, forms are not the only party guilty of confusing visitors. For instance, there are
plenty of menus??”evidently having been designed by drunken monkeys??”that kill a user
experience before it even starts. But because of their interactive nature, forms allow
designers to help users. Once the Submit button is clicked, companies have the opportunity
to check a person??™s inputted information for both content and format before unusable
stuff gets passed on.
CONTINGENCY PLANNING
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11
Take responsibility
Every company must take full responsibility for its website. The company dreamt it up,
paid for the hosting, hired the designer and writer, and approved every nook and cranny
before sending it out into the world. If something doesn??™t work, it??™s because it wasn??™t
tested thoroughly.
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