Speaking of usability, you often get to the end of a page on a site and don't know how to move on. For example, on many sites, you go to top left and click on home.
Yes, of course I know that. But I didn't for the first week or so. Every site must have newcomers to that site and newcomers to the internet.
And contacting the site managers should be easy. You are there to give them free feedback, when market research would cost them thousands of pounds. At least they should have a feedback site with an automatic message saying, 'Thanks for your feedback. We haven't the resources to reply to every message but we do read them all.'
One publishing site, lulu.com, uses volunteers to man a help service. You are limited to two queries in 24 hours to give everybody a chance of asking a couple of questions.
Most times when I explain my problem and what I've tried so far, I suddenly see the answer by process of elimination. But it's having them there which makes me feel confident and keeps me with them trying to solve the problem.
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