Almost all websites are self-serve, users are expected to find what they need without assistance. The usability of the website is based on how fast users or visitors learn the offerings of the retailer and are able to decide the next step. Mostly it is due to the layout and wordings of the page. Clear, concise language is needed – both to explain what you’re offering and to help them figure out where to go next. Once corrective actions take place, try to set up another focus group and see if times to complete actions increase and/or tasks are completed with more ease.