I find it enormously irritating when cash machines offer me a ‘withdrawal’.
When I walk up to the cash point I am thinking about getting some cash. Some money. Moolah. Readies. Wonga. I have never uttered the line “I am just going to the cash machine to get a withdrawal” and I doubt that I ever will. Even if we go American English for a second do people ever go to the ATM for a withdrawal?
It drives me nuts. It makes me pause. It interrupts my journey to my cash. It delays me. It makes me make the people behind me wait too. I can feel the tuts as I get flustered looking through all the options, realise that cash isn’t one of them and then have to read all the options until I find the one that looks like the most likely candidate.
To use this to make a slightly more serious point, not bothering to match the taxonomy to the users’ goals is plain foolish. In my example I am irritated and perhaps a little apprehensive – how big is the queue? who is behind me? – but, if I am coming to your site to buy something and the same scenario occurs, you just lost a sale!