Your firm manufactures fasteners (screws, bolts, anchors, tacks, and so on) that are sold all over the United States. For the past five years, the company has operated a Web site where customers can place orders, but many customers complain about how difficult it is to use the site and most place orders by phone or fax. You have been asked to review the Web site and develop a list of recommendations for improvement. How would you begin? What might be some of your recommendations?