Last week The Major challenge… ……..Search how to find things and be found
Should you believe everything you find? Onion news Yes Men CNN Other sources?
In whom then do we trust? What about wikinomics?
You are found so what next… Assuming you have been found can people navigate your site and find what they are looking for Designing a space and the overall architecture becomes the main challenge. Not just talking about aesthetics. More taking people through a transaction process.
Walmart First site cost over US$100,000,000 Was closed after a few months Final cost over US$150,000,000
Business processes All sorts of issues. Much wider than just how to design a website well. But today what do users want to accomplish? what does it mean to engage with users? what type of processes are you trying to walk them through?
Getting it right Hard to design a good transaction or other digital business processes. Sites can cost millions of dollars so getting it right is a challenge. What are some of the things that help get it right?
Effective websites Good to look at – not effective websites e.g. websitesthatsuckwebsitesthatsuck Many books on the subject and thousands of web pages – but still many poor business sites
Customer-Effective Web Sites 1 - Evaluate business and product 2 – Select a product and make a transaction 3 – Get Help (may be before or after transaction) What questions might you have? 4 – Feedback 2 way = + - 5 – Stay informed so they are aware of product updates or other ancillary products or services to enhance their customer experience.
So take 1: Evaluate business and product Customers will search – price, features, and…so They Need to be able to browse in a targeted way. Understanding about the product or service before making a decision.
Then 2 - Move on to the transaction Could be the purchase or just decision to proceed A lot of details Shipping, in stock, out of stock gift - so separate address from billing address. Is the vendor reliable? Secure?
Is the goal to make it simple but not easy? Example 1 Choose bank for cheque account or Internet service provider Example 2 Or perhaps the goal should be to make it simple and easy b) buy a book
Help 3rd element customers want is help. Before, during after. A real person, or even database.
I have an opinion!! 4th Feedback – at least a vocal proportion of users want access to feedback. How can you give feedback? What are advantages, disadvantages?
5 th Keep me informed Stay informed so they are aware of product updates or other ancillary products or services to enhance their customer experience.
Next week Metrics Tutorial Questions Text - Page 156 RQ3, RQ4 and RQ5 (or see wiki page)