Let’s face it, business want to make money. And when your business makes money every time a page of content is viewed, well, that’s when a business has incentive to be user-centered in its design. So when our users started making it clear that navigating this content was a mess, business listened.
And just like that, UX becomes very important to the business. Yay!
These reference materials were the second largest sources being accessed in the system, so, from a revenue stand point, it was huge—as were the usability challenges revealed by formatting this content for the web.