How come every time a company "improves" their website, they almost always make things worse?
My bank supposedly improved their website. All of the work I previously did to set up external bank accounts for transfers was wiped out and now has to be redone. I have a recurring monthly payment set up, and wanted to edit the amount for just one month. In the previous version I could do that, in the new version, I have to add it as an extra payment, then adjust my recurring payment to skip this month and start a month later. I had a hard time figuring out what to do because the interface is confusing and doesn't explain things, and the customer support person was of no help either, I basically had to figure this out on my own. My recurring payment is mailed, and previously was set up to "pay by" a certain date. With the bank's changes, now that payment is going to be "sent on" that date. No one told me of the change, and if I didn't catch it today, my payment would probably have been late.
The same thing is typical of not just banks, but every organization that makes changes to their website. They give it a more "modern look", but typically remove functionality and make things more confusing and difficult to use. It's as if they figure out what to do from "experts" who make a lot of money but don't actually use these websites, as opposed to listening to feedback from users. I think that most people care about how easy it is to use a website and what features it has, as opposed to the way the screen looks.