Website Mistakes That Confuse Donors and Customers

2/23/2026, 2:09:00 AM

Most small organizations don’t lose donors or customers because of advanced technical issues. They lose them because visitors are confused and give up.

The student teams at Volta NYC see the same patterns over and over when they audit websites for NYC small businesses and nonprofits. Here are some of the most common mistakes — and how to fix them quickly.

1. No clear "what do you do" statement

If someone can’t tell what you do within a few seconds of landing on your homepage, you’re losing them.

Fix it by adding a simple headline:

  • "We run free after-school programs for middle schoolers in the Bronx"
  • "We’re a family-owned restaurant serving Somali food in Brooklyn"
  • "We help NYC small businesses get online with modern, accessible websites"

Keep it specific and human.

2. Hidden contact information

Visitors shouldn’t have to hunt for your phone number or email.

At minimum:

  • Add your contact info to the footer of every page
  • Create a dedicated Contact page linked in the main navigation
  • Make sure your Google Business Profile matches what’s on your site

3. Outdated or conflicting information

Old dates, closed programs still listed, or conflicting hours all chip away at trust.

Do a quick audit:

  • Remove events that have passed
  • Update hours and holiday closures
  • Check that donation amounts, pricing, or program details are current

Set a quarterly reminder to review key pages.

4. Cluttered navigation

Too many menu items make it harder for people to find what they need.

Try organizing your navigation around:

  • Who you serve ("For Students", "For Businesses")
  • Your main offerings ("Programs", "Services")
  • Key actions ("Donate", "Get Involved", "Contact")

Volta’s own site is structured this way — built for two main audiences (students and businesses) with clear paths from the homepage.

5. Walls of text

Long, unbroken paragraphs are hard to read on a phone.

Break content into:

  • Short paragraphs (2–4 sentences)
  • Clear headings
  • Bulleted lists where appropriate

This doesn’t just look better; it genuinely improves comprehension.

6. No clear next step

Every important page should answer: What should someone do next?

Examples:

  • Homepage → "Apply for our program" or "Get in touch about services"
  • Services page → "Schedule a free consultation"
  • Donate page → "Set up a monthly gift in two minutes"

Make your calls to action buttons or clearly styled links.

You don’t need a total redesign to fix most of these issues. A focused pass on clarity, contact info, and navigation can make your website feel dramatically more trustworthy.

If you’d like support from a student team that’s used to tackling these exact problems, learn more about how Volta NYC pairs digital and marketing pods with small organizations at voltanyc.org.