As a case study of what makes a good website, let’s take a look at a B2C site that is aesthetically pleasing, but fails to be customer-centric.
Apple is known for the design of their products and their website certainly is pleasing to the eye. If you happen to be looking for information regarding purchasing a product, you will be escorted through beautiful images, rich information, and links to their online store. However, if you are searching for specific information about fixing a problem, how a product should work, or even making an appointment with tech support, good luck. This information is buried on their website and doesn’t even always come up in a search.
Customer-centric design means trying to help your customers no matter what information they are trying to get – not just information for purchasing.
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