- The user is always right. If there is a problem with the use of the
system, the system is the problem, not the user.
- The user has the right to easily install and uninstall software and
hardware systems without negative consequences.
- The user has the right to a system that performs exactly as
- The user has the right to easy-to-use instructions (user guides,
online or contextual help, error messages) for understanding and
utilizing a system to achieve desired goals and recover efficiently
and gracefully from problem situations.
- The user has the right to be in control of the system and to be
able to get the system to respond to a request for attention.
- The user has the right to a system that provides clear,
understandable, and accurate information regarding the task it is
performing and the progress toward completion.
- The user has the right to be clearly informed about all system
requirements for successfully using software or hardware.
- The user has the right to know the limits of the system's
- The user has the right to communicate with the technology provider
and receive a thoughtful and helpful response when raising concerns.
- The user should be the master of software and hardware technology,
not vice versa. Products should be natural and intuitive to use.
[C-M. Karat, CACM V.41, N.12, Dec. 1998]