Jim Buckmaster on site design

From 10 Hours a Week, $10 Million a Year (nytimes.com)

Craigslist’s personals draw about six million unique visitors a month, more than any other dating site, and its listings for all categories generate 10 billion page views a month. It covers 450 localities in 50 countries around the world — with only 25 employees. It is among the top 10 busiest English-language sites, but the customers who enjoy its free listings, like Plenty of Fish’s, must serve themselves or seek assistance from others. “Anything that represents customer hand-holding represents a failure of site design,” said Jim Buckmaster, Craigslist’s chief executive. “We try to make changes to the site to make the problem go away.”