For you non-web design types, please bear with me as I embark on a mini-rant.
In my ongoing efforts to stay on the up and up, I decided to check out MovieLink, a movie industry site that lets users legally download major motion pictures. I didn't stay very long though, because of major usability flaws in the site design.
First of all, let's look at the illegal alternative, namely, movies available on peer-to-peer networks like Kazaa and Morpheus. Besides the fact that they feature a far greater selection, they are extremely usable. A prominent search button lets you immediately type in what you're looking for, and Kazaa lets you filter your search for just video files (I don't use Morpheus, but I figure it's much the same). After doing a search, you can even cross reference with other titles in the same genre, or by the same artist. In sum, P2P offers a usability that most novices can figure out, but with enough advanced features to satisfy power users.
MovieLink, on the other hand, suffers from extremely poor usability. Most evident is the lack of search capabilities—you're instead directed to search by genre. That can be bothersome if you know exactly what you're looking for, which I did (Top Gun—I STILL haven't seen it). Search funtionality is basically a given on all e-commerce sites, and its omission is glaring. I was willing to tolerate that missing feature, crucial as it was, since it's pretty clear that Top Gun falls under the Action genre.
Thankfully, the Action page titles are sorted alphabetically. But here I ran into another problem: Top Gun would be toward the end of the alphabetical list, but there's no way to skip directly to a page. Instead, I had to click the 'Next' button to get to the T's, which were on the very last page—I clicked through a total of nine pages. Even on DSL they took a significant amount of time to load (by web standards, anyways), so by this point my (forgive the lingo) user experience was poor. And here's the clincher: they don't have Top Gun available. As a customer, I want to know that right away, but instead I had to click through nine pages to find out. Grmph.
Needless to say, I was peeved as a web designer and a potential customer. In an effort to offer some constructive criticism, I scanned the page I was on for some sort of feedback link for the web design team. None was evident. In fact, I couldn't find ANY contact information whatsoever. I checked the help section to look for contact information. Nothing. I tried the FAQ. Again, nothing. In frustration, I left the site. Not only do they have poor usability, there's no way to tell them. I did finally find a contact link after returning to the site as a reference while writing up this entry. It's on the main page only, and I'd missed it because a cursory glance dismisses it as an ad, while the color helps it to fade into the background.
The concept of MovieLink is excellent, and the prices are reasonable. Unfortunately, when compared to the P2P networks that it is designed to deter, MovieLink lags far behind in usability. Ironically, the poor user interface reflects the inflexible distribution methods that sends users to P2P in the first place. If the film industry really wants a feasible alternative, they should pay more attention to basic usability principles.