No matter how much effort you put into thinking about a site design, how you lay things out, how you highlight certain things, there are pretty much always comments about how you could improve it, how certain things are annoying etc…
I find that when you launch a new web site, or a redesign of an old one, the way people ACTUALLY use it differs greatly from the way you designed it, or expected them to.
That may be because they are unaware of some of the aspects of the design, and therefore don’t use them, or it could be that they have found some shortcuts somewhere to what interests them. It could even be (and actually I think this is the msot common) that their goals when using the site are different than you expected. Indeed some of these different goals only come up once the site is launched and they discover the ability to do it.
I’ve seen cases where websites have bits added to a page with reasoning like “oh so from here they might want to be able to get over there, so, uh, lets put another area in there with related links to that section”, trying to 2nd guess the end user all the time. Adding related links can be good, but I fear some(a lot of?) people go a bit too far, and end up confusing, rather than helpful.
Add on top of that, the people ‘designing’ (I mean the client, not the actual designer) getting too close to it, knowing what everything can do, where everything is, the intent behind everything on the page, and you can have a big gap between the intended use of a web site, and the way eventual visitors actually use it.
One clear example, forums. They are generally laid out with a list of forums, maybe showig a snip from the most recent post in each area. The idea being you click into a forum, and then see the list of recent threads in that forums, and then choosing a thread, you go to a page listing the posts in that thread.
However, a lot of regular forum goers struggle to keep up with certain individual forums that way, or end up clicking into each of the forums to see what new/updated threads there are.
So they actually end up wanting tools like the “Last 72 Hours” link we have at Cre8asite, which is an edited version of the standard functionality, listing the most recent posts from threads that have been added to in the last 3 days.
Many of our regulars use that tool as their main means of seeing what’s going on, quite different to the usual intended forum usage.
It’s always difficult to know how someone might use the things you’ve just designed, but it’s worth bearing in mind when you launch something. You might get slatted for some design decisions because they are simply using it differently and you didn’t take account of that. Either some proper pre-launch testing (yeah right!) or post launch flexibility is needed.