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A June 2009 by the Pew Research Center's Internet & American Life Project and the California HealthCare Foundation found 61% of American adults look online for medical advice and information. 

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A study by analyst firm Forrester Research found a correlation between good and poor customer experience and good and poor loyalty:

Forrester surveyed 4,500 U.S. consumers and asked them about their interactions with more than 100 brand-name firms.

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Advertising Age warns of a growing trend among marketers: traditional market research techniques such as surveys and focus groups are just not appropriate or insightful for understanding user experience:

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Making navigation intuitive is the single most important strategic improvement you can make on your website. Why is navigation so important? Navigation acts as a support system to help users find their way to desired content, features and functionality.

Navigation is subtle. It's probably the most challenging aspect of usability design for most designers. For instance, just because you can use dynamic fly-out, pop-out or drop-down menus, does not mean users find them helpful.

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Usability is typically thought of as a function of site maintenance, design improvement or Quality Assurance. These are all tactical issues, and indeed usability does address project management level changes.

But usability is not just a tactical issue. Threere is a more important function of usability in an IS, IT or development environment: usability as a business tool. We view usability as a means to improving business strategy and results.

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Ease of use has the most wide sweeping impact on your website. Understanding how and why ease of use impacts user experience and profitability is essential to understanding your investment in usability research.

Ease of use has been found by independent third party research to impact the brand experience and to increase:

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Usability is typically thought of as a function of site maintenance, design improvement or Quality Assurance. These are all tactical issues, and indeed usability does address project management level changes.

But usability is not just a tactical issue. There is a more important function of usability in an IS, IT or development environment: usability as a business tool. We view usability as a means to improving business strategy and results.

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Here are some of the top recurring web application usability issues we found from some recent usability research conducted on web applications.

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Here are some of the top recurring web usability issues we identified in our research this year:

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Usability seems like it was just born a few years ago. Nowadays, the terms "user experience", "ease of use" and "Jakob Nielsen" are common language in the design and project planning rooms of companies big and small across the United States. In corporate Britain, usability has picked up tremendously in the last two years with many new consultancies springing out of British universities. In Italy, France, Germany and Japan usability is becoming a hot item.