Jakob Nielsen, Ph.D., is a retired principal and co-founder (with Dr. Donald A. Norman) of the Nielsen Norman Group. Jakob established the "discount usability engineering" movement for fast and cheap improvements of user interfaces and invented the heuristic evaluation method.
Most users are unable to solve even halfway complicated problems with search. Better to redirect their efforts into more supportive user interfaces when possible.
Employee collaboration and open communication are now business drivers in many companies, but social enterprise features are often poorly integrated with the rest of the intranet.
Quality assurance impacts the user experience: when things don’t work, users question their understanding and develop superstitions and inefficient workarounds.
Although intranet design is improving, it hasn't kept pace with increased complexity in enterprise requirements, so measured usability is down slightly.
Hidden features, reduced discoverability, cognitive overhead from dual environments, and reduced power from a single-window UI and low information density. Too bad.
Mobile use strengthens email marketing's benefits by offering ubiquitous newsletter access, but it also introduces new usability limitations for template design.
