A well-established national retail operation closed the bulk of its retail operations and transitioned – badly – to e-business. The products are available, but don’t get your hopes up. Two critical customer facing functions – address verification for shipping and secure hosting for credit card transactions – where the businesses relied on web developers without having a fundamental understanding of what the customer experience demanded. If the national company had invested in rigorous testing, the address verification problem would never had reached the final version of code.
Read more … Web Failures Lose Customers