Good Experience:  Seems that many of the top web sites have the same user experience issues as us little guys. One of the big challenges is mapping customers’ needs to site structure, specifically dealing with the problems caused by mirroring the corporate structure on its web site:

“Why should they conform to the way the company is organized internally? After all, the website is there for customers’ use, not for the company to show the world its org chart. So of course the customer will take any necessary path through the site.”