The case study presented by Ginny Redish of the U.S. Department of Health and Human Service's website displayed important and core issues with websites. One of the first things visitors want to do when they get to a website is complete the task they have set out to do. Users do not want to shuffle around a website attempting to find the link that will answer their questions or help them find the information they seek.
Redish proposes five functions a website should accomplish:
1. Identify the site and establish the brand
2. Setting the tone and personality of the site
3. Help people get a sense of what the site is all about
4. Let people start key tasks immediately
5. Send each person on the right way, effectively and efficiently
One example of a website that does not meet this criteria is thomasedison.org. When going to the website, there is no identification of what this website is or who is providing it. The tone of the home webpage is extremely difficult to navigate, which creates confusion. The tone of the website is hard to define due to its difficult navigation, and the by reading the texts, users get the feeling that they should know more before they click. These are only a few of the core issues, but it only takes a few issues to make a website un-user friendly.