Sometimes you just want to get the information you’re after, save it and move along. And you can’t. Usability nightmares — which are rather the daily routine than an exception — appear every now and again; usually almost every time you type your search keywords in Google. In his article “Why award-winning websites are so awful” Gerry McGovern points out that “the shiny surface wins awards, real substance wins customers” and that is absolutely true. Nevermind what design you have, and nevermind which functionality you have to offer — if your visitors don’t understand how they can get from point A to point B they won’t use your site.
from Smashing Magazine