“In theory, the web is the ultimate user-empowering environment. In practise, the very opposite is often the case. Many web sites fail to empower users and in fact frustrate and confuse them because although they offer the promise of information, services or goods at the mere click of a mouse button, they are difficult for people to use. Problems associated with the use of web interfaces are too often wrongly attributed to user incompetence, when in fact it is poor design that is to blame.”