Web teams, go meet your end-users
Peter Erik Bang Nissen highlights the importance of understanding user needs. To quote:
One problem with this approach is, however, that many organisations omit the second part of “launch and learn”. Another is that as the organisation’s web presence matures, the quality of solutions comes to the fore. If users cannot complete what they came to do or if they need to spend too much effort finding the information that is relevant to them, they will simply leave.