Computer Science Department

The User's Bill of Rights

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 promised.
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 capabilities.
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]