At the Bank of Hawaii , the front page plainly delineates the visitor's options. There it is, right under your nose. Not at all hard to find. Clarity like that is a boon for both the first-time guest and the returning customer. Their reaction is a positive one because the bank has striven to make the customer feel comfortable.
Internal navigation is just as important.
Nothing's worse than the confusion of feeling lost. Surely you've visited sites where the designer seems oblivious to your need to move back and forth among pages. You'll find locations that open new windows without warning, leaving you wondering not only where you're going but where you've been. Or you might encounter a complete absence of links back to the main page or to other options on the site. Perhaps there's no table of contents, site map, or internal search engine to assist you.