“Virgin Atlantic’s Web site greets customers with error messages, a seven-step buying process and distracting graphics that blink and shimmy across the screen. Wal-Mart, the world’s most powerful retailer, takes its online shoppers on a confusing tour through unmarked aisles and a slow check-out process. These companies are far from alone in their online woes. In the last two years, consumers and investors have rebuked companies sharply for lumbering online with poorly conceived e-commerce sites. But a new report says the designers and builders of Web sites — the Internet services and consulting firms that have sprouted around the country — share much of the blame.”

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