Executive Summary (This is a document excerpt)

Rich user interfaces offer a host of benefits over HTML applications such as streamlined processes, contextual content, and automatic error validation. But with the freedom of more powerful tools to enhance the user experience comes the responsibility of building applications that don't frustrate users. Designers can compromise the benefits of rich interfaces when they hide content and navigation, turn navigation into a game, use excessive motion, and provide poor interactive cues. To maximize the value that rich Internet applications (RIAs) can provide, customer experience professionals should use personas as a design compass, review design mockups and prototypes for proven best practices, and test their apps with real users.

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