August 25, 2025
5 mins
6 Common User Experience Mistakes of Small Businesses’ Websites
Mat Mielnicki
Managing Director
Web design
UX/UI
Key Findings
Wall of Text / Poor Text Hierarchy
Poor Copywriting – Too Complicated Text or ChatGPT Copy-Paste
Too Complicated Contact Forms
Poor Responsiveness
Not Clear CTA (Call-to-Action)
Inconsistent Design
For small businesses, a website is often the first and most important touchpoint with potential clients. But here’s the problem: too many websites suffer from user experience (UX) mistakes that turn away visitors instead of converting them. These issues might seem small—like confusing text or an unclear button—but together, they can significantly reduce trust, engagement, and sales.
In this article, we’ll cover the 6 most common website UX mistakes small businesses make and how to fix them.
Wall of Text / Poor Text Hierarchy
Why Too Much Text Hurts User Experience
Imagine landing on a homepage only to be greeted with endless paragraphs and no breaks. This “wall of text” overwhelms visitors and makes them want to leave. Users today scan, not read, especially on mobile. Without headings, bullet points, or clear hierarchy, important messages get buried, and visitors can’t quickly find the information they need.
How to Improve Content Readability
The fix is simple: structure your text. Use headings (H2, H3) to break down sections, short paragraphs (2–3 sentences), and bullet lists for clarity. Add bold text for emphasis and images to support content. A well-structured page guides the eye and keeps users engaged.
Poor Copywriting
Why Jargon and Generic Copy Fail
Small businesses often make two mistakes with copywriting: using overly complex jargon or relying on generic, AI-generated text that doesn’t reflect their brand voice. The first confuses readers, while the second feels impersonal and untrustworthy.
Tips for Writing Engaging and Authentic Copy
Good copy is clear, authentic, and customer-focused. Use simple language that speaks directly to your audience’s problems and solutions. Avoid clichés like “innovative solutions for your needs” and instead explain what makes your business unique. And if you use AI tools, always edit and personalize the text so it sounds like you.
Too Complicated Contact Forms
The Problem with Long, Complex Forms
A common UX mistake is creating forms that ask for too much information upfront—multiple fields, unnecessary questions, or confusing layouts. Long forms increase friction, making visitors abandon them before completing.
Best Practices for Simple and Effective Forms
Keep forms short and focused. Only ask for the essentials (name, email, maybe one extra field). Use clear labels, error messages, and mobile-friendly design. If more information is needed, break it into steps instead of one overwhelming form. Remember: the easier the form, the higher the conversion rate.
Poor Responsiveness
Why Mobile-Friendly Design Is Critical
More than half of global web traffic comes from mobile devices, yet many small business websites still fail to adapt. Poor responsiveness—where a site looks fine on desktop but breaks on mobile—frustrates users and kills conversions.
Common Responsive Design Mistakes to Avoid
Some frequent issues include:
Text too small to read on mobile.
Buttons too close together, making them hard to tap.
Images that don’t resize properly.
Horizontal scrolling.
Fixing responsiveness means using a mobile-first approach, testing on multiple devices, and optimizing layouts, fonts, and images for smaller screens.
Not Clear CTA (Call-to-Action)
Why Weak CTAs Lower Conversions
A website without a strong CTA is like a store with no checkout counter. If users don’t know what to do next—whether it’s “Book a Call,” “Sign Up,” or “Buy Now”—they leave without converting. A vague button like “Learn More” or “Click Here” doesn’t create urgency or clarity.
How to Design Clear and Action-Oriented CTAs
A good CTA is specific, visible, and action-oriented. Use direct language (“Get Your Free Quote,” “Start Today”), place CTAs above the fold and throughout key pages, and make them stand out with contrasting colors. Consistency is also key: don’t confuse users with too many different CTAs.
Inconsistent Design
How Inconsistency Hurts Trust and Branding
A website that uses multiple fonts, mismatched colors, or different button styles looks unprofessional. Inconsistency weakens branding and makes users question whether they can trust your business.
Guidelines for a Cohesive Website Experience
Stick to a brand style guide with defined fonts, colors, and design elements. Ensure all pages follow the same layout style. Consistency across the website (and even across other platforms like social media and email) builds recognition, professionalism, and trust.
FAQs on Website UX Mistakes
1. What are the most common website UX mistakes?
Walls of text, poor copywriting, unclear CTAs, and inconsistent design are among the top issues that frustrate visitors and lower conversions.
2. How do I know if my website has UX problems?
Check user behavior with tools like Google Analytics or Hotjar. High bounce rates or abandoned forms are signs of poor UX.
3. Why is mobile responsiveness so important?
Most users browse on mobile. If your site isn’t responsive, visitors will leave quickly, and search engines may rank your site lower.
4. How can small businesses improve website UX?
Start by simplifying content, streamlining forms, ensuring mobile responsiveness, and making CTAs clear and visible.
5. Should I hire a professional for UX design?
If budget allows, yes. A professional UX designer can identify and fix issues faster, saving time and increasing conversions.
Conclusion
For small businesses, avoiding these website UX mistakes can be the difference between losing visitors and gaining loyal clients. By focusing on readability, authentic copy, simple forms, mobile responsiveness, strong CTAs, and consistent design, you create a website that not only looks good but works effectively.
A website isn’t just your digital storefront - it’s your best salesperson. And when user experience is at the center, your site becomes a powerful tool for growth.
Mat Mielnicki
Managing Director
Web design
UX/UI
