Designing for Real People: Additional Lessons for Web Design from Mall and Retail Design (Boxes and Arrows) -- "This three-part article attempts to add to web designers’ “bag of tricks” by suggesting lessons from bricks-and-mortar retailers that can be applied to web design. The first installment explored broad issues of strategy. The second explored tactical issues in structuring and presenting content. This installment explores additional tactical issues in design, such as refurbishing websites and the downside of online communities."