Nielsen Norman Group usability principles, “Create” is a better navigation label than “Build” because it aligns with users’ existing mental models, reduces ambiguity, provides clearer information scent, and describes a concrete user outcome rather than a technical process. “Build” is overloaded with development connotations and increases cognitive load, which makes it less effective for directing users to out-of-the-box SharePoint creation tasks.
1. “Create” matches users’ mental models
NN/g principle: Match between system and the real world
Users come to SharePoint already primed by Microsoft’s own language:
- Create site
- Create list
- Create library
“Create” mirrors the words users already see and use, so it requires no interpretation.
“Build,” on the other hand:
- Has a strong developer mental model
- Is overloaded with meaning (apps, pipelines, frameworks)
- Triggers expectations of technical effort
NN/g consistently stresses that labels should reflect users’ existing vocabulary, not internal or aspirational language.
2. Navigation labels should describe outcomes, not processes
NN/g principle: Speak the user’s goals, not the system’s operations
Users don’t think:
“I want to build a SharePoint solution.”
They think:
“I want to create a site.”
“I need a list.”
“Build” describes an internal process.
“Create” describes a user goal and outcome.
NN/g research repeatedly shows that outcome-oriented labels outperform process-oriented ones, especially in navigation.
4. “Create” reduces perceived effort and anxiety
NN/g principle: Minimize user anxiety and cognitive load
Words matter emotionally:
- Build implies effort, complexity, expertise
- Create implies accessibility and simplicity
NN/g research shows users avoid areas that sound hard, even when they aren’t. “Create” lowers the barrier to entry and invites exploration.
Coauthored with AI: This blog was cowritten with AI to support speed in authoring feedback
Emily Mancini 