Numerous internet surfers probably know the following process: you’re surfing a website and you find a link with an e-mail-address. You click on the link, which begins your odyssey-like journey through the depths of your computer. Why? Because the link leads to the whirring of your hard drive, as the mail-client installed on your computer stirs to action (or, possibly, asks to be set up) and all sorts of additional windows begin to pop open on your screen. Even though you had just been comfortably surfing through the web, now you have to master strong currents as you fight off towering waves.
What before was true for the video recorder is unfortunately again true for many current websites: users have difficulties in completing tasks and reaching their goals. How to use those formerly expensive video recorders was just something the user had to learn, for better or for worse; after all, the piece of equipment was paid for. But the next website – and therefore the next provider of comparable services – is only a click away.