The key processes on your site will mimic the key processes in your physical world business. Here's how to map them out.
Begin with the first point of contact. In the physical world, this is likely to be a first phone call or letter. Ask: "What do they need to know now?" This will give you the information that should be right there at the point of entry.
Then figure out what they will need to know next. Often there are two or three possible choices here. Those choices should be links from the entry point.
Also, start working from the other end. What do you want to be the end product of this series of choices. Do you want your visitor to place an order, request information, ask for a quotation? What action do you want them to take?
Keep working on the steps here and the options available at each one. Your job is to help your visitor solve a problem or answer a question, while also achieving your objectives for the site.
