manageing the customer/user experience on the web is a very complex problem. The complexity comes from the numerous groups of customers at different lifecycle stages with diverse needs and wants and a group of internal stakeholders with conflicting requirements.
This problem becomes even more complex when you are a large enterprise, with multiple web sites for different purposes or different audiences. It would not be unusual for an organization to have different web sites for employees, customers, and business partners. Some may even have a number of different brands with different web presences.
An interesting case study was published by Eliot Philips, from Lippincott Mercer called From chaos to constellation: Creating better brand alignment on the web
My personal experience with this is the citibank log in page, click on the navigation that says “sign on” and you get presented with this:
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