Make websites easy to use

Many websites give bad experience to customers. They ask for a lot of unnecessary information to be provided, and they are unstable or difficult to use. The customers have to re-enter the information many times, to be rejected time and again. Some customers give up and go back to the old ways.

Websites should make it easy (not difficult) for customers to transact, so that more of the work can be done online, and reduce the pressure on the front line staff to handle customers personally or over the telephone.

Many websites of government agencies and bis companies have the same characteristics - they are difficult to use. It seems that they engage expensive consultants who make life complicated for everybody, so they can justify high fees. When will our leaders step back and use their common sense?

Tan Kin Lian