When companies get a website, the idea is for it to attract and retain customers for them. Organisations compete for every single online sale or enquiry, so a well-designed website isn’t just about looking good, it’s about converting users into customers.
Unfortunately, many websites today prioritise fancy aesthetics over usability. Hidden menus, excessive clicks, confusing layouts, and poorly designed calls to action (CTAs) all create friction in the user journey. The result? Frustrated visitors who leave before converting.
Unless you’re a global brand with built-in customer loyalty, you can’t afford to lose leads due to poor usability. If your website isn’t designed with clarity, speed, and ease of use in mind, your potential customers will go elsewhere.
The Cost of Poor Usability in Web Design
Think about the last time you visited a website that was hard to navigate. How long did you stay? Chances are, you clicked away within seconds. That’s exactly what happens when businesses overlook usability.
Poor usability increases:
- Bounce rates – Users leave your site quickly, often within seconds.
- Cart abandonment – Confusing checkout processes frustrate shoppers.
- Lost leads – Visitors can’t find your contact form or key information.
- Brand perception damage – A difficult website suggests an unprofessional or outdated business.
If your competitors’ websites are easier to use, your customers will buy from them instead.
The Biggest Web Design Mistakes That Drive Customers Away
1. Unclear or Hidden Navigation
Navigation is the backbone of your website’s usability. If users can’t immediately find what they’re looking for, they’ll leave.
Common mistakes:
- Hidden menus – Many websites use “hamburger menus” (☰) on desktop when they aren’t necessary. This adds an extra step and frustrates users.
- Too many menu options – If your menu is overloaded, users feel overwhelmed.
- Unfamiliar layout – Experimenting with navigation may seem creative, but users expect to see menus in standard locations (top or left sidebar).
Fix it:
- Keep navigation visible and intuitive—no hidden elements.
- Use clear labels that make sense to the user, not just your team.
- Structure your site so key pages (Home, About, Services, Contact) are accessible in one click.
2. Too Many Clicks to Take Action
Every extra click is a barrier. If users have to dig through multiple pages to find pricing, product details, or booking forms, they’ll get frustrated.
Common mistakes:
- Buried contact forms – A potential lead should never have to search for how to get in touch.
- Multi-step checkout processes – For e-commerce, every extra step increases the chance of cart abandonment.
- Excessive scrolling – If key content is too far down, users may never see it.
Fix it:
- Apply the three-click rule—users should reach any key page within three clicks.
- Streamline checkout and forms by removing unnecessary fields.
- Keep CTAs visible above the fold so users don’t need to scroll.
3. Poor Use of White Space
White space (or negative space) is crucial for readability and user experience. Cluttered pages make it hard for visitors to focus, overwhelming them with too much information at once.
Common mistakes:
- Walls of text with no breathing room.
- Buttons and links crammed too close together.
- Sidebars, pop-ups, and ads competing for attention.
Fix it:
- Break content into short paragraphs with ample spacing.
- Use bullet points and headings to make scanning easy.
- Ensure CTAs and buttons have space around them, so they stand out.
4. Weak or Confusing Calls to Action (CTAs)
A call to action tells users what to do next, whether it’s booking a consultation, making a purchase, or signing up for a newsletter. A weak CTA means lost conversions.
Common mistakes:
- Vague wording like “Click Here” instead of “Get a Free Quote”.
- CTAs that blend in with the background.
- Too many competing CTAs on one page, leading to decision fatigue.
Fix it:
- Make CTA buttons bold, large, and easy to find.
- Use action-oriented language—e.g., “Claim Your Free Trial” is better than “Learn More.”
- Place CTAs strategically (above the fold, at the end of sections, and after persuasive content).
5. Bad Button Colours & Low Contrast Design
The colour and contrast of buttons and text play a massive role in usability. If users can’t easily see or understand what to click, they’ll get frustrated.
Common mistakes:
- Low contrast text that’s hard to read (e.g., light grey on white).
- Buttons that blend into the background instead of standing out.
- Relying solely on colour for action cues (important for accessibility).
Fix it:
- Use high-contrast text to ensure readability.
- Make CTA buttons stand out with bold colours (e.g. orange or green).
- Include text cues alongside colour changes for accessibility (e.g., “Add to Cart” instead of just a colour change).
How to Fix Usability Issues on Your Website
If you suspect your website’s design is driving customers away, take these steps:
✅ Conduct a usability test – Ask real users to navigate your site and observe their behaviour.
✅ Check analytics – Look at bounce rates and session duration to see where users drop off.
✅ Simplify navigation – Make sure menus are clear and key pages are accessible.
✅ Improve page speed – Slow-loading sites frustrate users and hurt rankings.
✅ A/B test CTAs and buttons – Experiment with colours, wording, and placement to see what works best.
The Bottom Line on Web Usability
A beautiful website is worthless if it’s difficult to use. Fancy animations, artistic layouts, and unique navigation may impress designers, but they often drive away customers.
If your website makes users think too much, click too much, or struggle to take action, you’re losing sales.
The solution? Prioritise usability. Keep navigation simple, use clear CTAs, minimise clicks, and make sure your site is visually easy to navigate.
Because in the end, too many clicks don’t just spoil the sale—they kill it entirely.