The hard facts
of website usability are grim.
In some recent baseline measurement testing of a large customer website we found that it reached an overall usability of just 47%. That is, participants in our testing could use the site to find only 72% of what they were looking for and use 64% of what they found. We arrive at a composite measurement of overall performance by multiplying the two figures together: 72% x 64% = 47%. None of the participants were able to use the site at our target performance level of 81% or above. Individual scores ranged from a low of just 19% to a high of 71%.
This is a poor result. But it is probably typical of many. The only difference in this case is that the organisation now knows just how bad its website usability actually is. By the way, the finding came as a shock to the organisation.
But, judging by the methods currently used to design websites in large organizations, this usability level should come as no surprise and is unlikely to change any time soon.
This is sad because the methods for doing such work to a far higher standard exist.