Format-based navigation is a symptom of organization-centricity

Navigation based on formats, tools or systems is a sure sign that an organization is not customer focused.

Some time ago, we were testing a website that had a link in its navigation called “Resources”. It was a classic dirty magnet—a link that sends people in the wrong direction. We told the organization about the problem and the manager admitted that they already knew about it. However, she said they weren’t going to change anything because Resources represented an organizational team that prepared videos and other multimedia. They were pretty powerful and they wanted their own section on the site.

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