My company is in the final stages of conducting a survey of US hospitals; with some high-level input and requirements from my management, I was responsible for the design and programming of the online version. At this point, I'm guessing that about 1 in 4 respondents required assistance; either by email, phone, or by redirection to the MS Word version of the survey. To be blunt, I'm a little bummed.
I would like to believe that our target audience is lacking in computer skills (and our Customer Service department would be inclined to agree!), but everything I read about usability indicates that I'm supposed to blame myself for their difficulties.
Would some of my fellow SitePointers review a video screen capture of the survey at http://www.screencast.com/t/9ITkfQqU and offer some suggestions on what could have been improved? (And maybe help keep me from beating myself up?) TIA!