U.S. Department of Health & Human Services
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1:3 Understand and Meet User's Expectations
Topic:
UCD Process Requirements
Guideline:
Ensure that the Web site format meets user expectations, especially related to navigation, content, and organization.
Comments:
One study found that users define 'usability' as their perception of how consistent, efficient, productive, organized, easy to use, intuitive, and straightforward it is to accomplish tasks within a system. It is important for designers to develop an understanding of their users expectations through task analyses and other research. Users can have expectations based on their prior knowledge and past experience. One study found that users acted on their own expectations even when there were indications on the screen to counter those expectations.
The use of familiar formatting and navigation schemes makes it easier for users to learn and remember the layout of a site. Its best to assume that a certain percentage of users will not use a Web site frequently enough to learn to use it efficiently. Therefore, using familiar conventions works best.
Sources:
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Carroll, J.M. (1990). The Nurnberg Funnel: Designing Minimalist Instruction for Practical Computer Skill. Cambridge, MA: MIT Press.
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Detweiler, M.C. & Omanson, R.C. (1996). Ameritech Web Page User Interface Standards and Design Guidelines. Ameritech (now SBC).
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Lynch, P.J. & Horton, S. (2002). Web Style Guide (2nd Edition). New Haven, CO: Yale University Press. Retrieved November 2005, from http://www.webstyleguide.com/index.html?/contents.html.
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McGee, M., Rich, A., & Dumas, J. (2004). Understanding the usability construct: User-perceived. Proceedings of the Human Factors and Ergonomics Society 48th Annual Meeting.
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Spool, J.M., Scanlon, T., Schroeder, W., Snyder, C., & DeAngelo, T. (1997). Web Site Usability: A Designer’s Guide. North Andover, MA: User Interface Engineering.
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Wilson, J.R. (2000). The place and value of mental models. Human Factors and Ergonomics Society Annual Meeting Proceedings, 1-49-1-52.
Good Example:
The Copyright Office Web site meets user expectations - links to the most likely user activities or queries (searching records, licensing and registering works, etc.) are prominently displayed and logically ordered, and there are very few distractions on the page. 
Related Resources:
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Title: Learn about your users
Description: To design a site that works for you and your intended audiences, you have to know a lot about those audiences. They may be customers, consumers, researchers, or the public.
URL: http://www.usability.gov/analyze/learn.html