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Relationships
When confronted with a new and complex information system users begin to build
mental models, and then use these models to assess relationships among topics,
and to make guesses about where to find things they haven't seen before. The
success of your Web site as an organization of information will largely be
determined by how well your actual organization system matches your user's
expectations. A logical site organization allows users to make successful
predictions about where to find things. Consistent methods of grouping,
ordering, labeling, and graphically arranging information allow users to extend
their knowledge from pages they have visited to pages they are unfamiliar with.
If you mislead users with a structure that is not logical (or have no
comprehensible structure at all), users will be constantly frustrated by the
difficulties of find their way around. You don't want your user's mental model
of your site to look like this: |