On the Web, usability comes first and money comes second. This is why websites must focus on usability in order to succeed. The main finding from my six years of usability studies of web users is that they are extremely impatient. They want answers and solutions right away. Not only are they unwilling to wait for slow downloads, they are also not interested in overblown or fancy design.
Simplicity is key to satisfying users.
They don't want to spend time learning how to use a site. The very concept of manuals or help text is laughable, since we know that users don't read instructions. If they can't figure out how to use a site, then their solution is not to read the manual. Their answer is to go to another site. Every single user votes with every single mouse click.