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 Questions Answered in this Chapter: What are the seven design elements of the customer interface? What are the alternative look-and-feel approaches to.

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Presentation on theme: " Questions Answered in this Chapter: What are the seven design elements of the customer interface? What are the alternative look-and-feel approaches to."— Presentation transcript:

1  Questions Answered in this Chapter: What are the seven design elements of the customer interface? What are the alternative look-and-feel approaches to design? What are the five content archetypes? Why be concerned with community? What are the levers used to customize a site? What types of communication can a firm maintain with its customer base? How does a firm connect with other businesses? What are alternative pricing models of commerce archetypes?

2  The customer interface is the virtual representation of a firm's chosen value proposition  Seven design elements of the customer interface (7 Cs) Context Content Community Customization Communication Connection Commerce




6 Context  The context of a website captures its aesthetics and functional look-and-feel  Dimensions of Context Function Refers to the organization and accessibility of information Section Breakdown is the way the site is organized into subcomponents Linking Structure enables users to move easily between sections Navigation Tools facilitate how the user moves through the site Site Performance is measured in terms of speed, reliability, platform independence, media accessibility and usability

7 Aesthetics Refers to the visual characteristics of a site Color Scheme refers to the colors used throughout the site Visual Themes help to tell the story portrayed across the site  Context Archetypes Aesthetically Dominant: Emphasis is on the look-and-feel of the site. This type of site makes heavy use of visual elements Functionally Dominant: Emphasis is on the display of textual information. This type of site limits the visual design to a minimum Integrated: Balance of form and function. These sites have a clear and appealing theme that support the underlying graphics





12  The Content of a website refers to all the digital information on the site  Dimensions of Content Offering Mix: The content of a site can include products, information, services, or a mix of these three Appeal Mix: The Company's value proposition is projected in the promotional and communications messages of a site Multimedia Mix: Refers to the choices of media including text, audio, image, video and graphics Content Type: The information presented on a site is time-sensitive Current Content - Highly time-sensitive information with very short shelf life Reference Content - less time-sensitive information with longer shelf life

13  Content Archetypes Offering Dominant: Encompasses store sites that sell physical goods Superstore - One-stop shop offering a wide range of goods in multiple product categories Category Killer - Sites offering a comprehensive selection of products and services but only within a specific category Specialty Store - Stores offering exceptional quality and exclusivity in single or multiple categories of products Information Dominant: Encompasses store sites that focus heavily on information Market Dominant: Encompasses store sites that create a market where buyers and sellers congregate to conduct transactions. These sites serve as brokers and act as catalyst for business deals






19  Community includes a feeling of membership in a group along with a strong sense of involvement and shared common interests  Community refers to the interaction between site users  Dimensions of Community Interactive Communication: Users can directly exchange responses with one another in real time via Chat, Instant Messaging, Message Boards or Member-to-Member e-mails Non-interactive Communication: Site presents static information and only allows unidirectional communication with users


21  Community Archetypes Bazaar: Allows users to wander through a vast number of interest areas but does not provide means for users to interact with one another Theme Park: Focuses on a finite number of interest areas organized by categories. These sites host a number of communities where members interact with one another Club: Focuses on only one area of interest, and promotes considerable amount of interaction among members Shrine: Exhibits extreme enthusiasm towards a common object of interest with minimal interaction between members Theater: Focuses on a particular area but allows for moderate interaction among members Café: Focuses on a common area of interest but also provides considerable interaction among members







28  Customization refers to a site's ability to tailor itself to each user or to be tailored by the user  Dimensions of Customization Personalization: The user initiates and manages the customization process Tailoring by site: Software dynamically publishes unique versions of the site to address specific user's interests, habits and needs more appropriately Tailoring based on past user behavior Tailoring based on behavior of other users with similar preferences

29  Customization Archetypes Personalization by User: Enables the user to modify site content and context based on consciously articulated and acted-upon preferences Tailoring by Site: Enables the site to reconfigure itself based on past behavior by the user or by other users with similar profiles



32  Communication refers to the dialogue between a site and its users  Dimensions of Communication Broadcast: One-way information exchange from organization to user. Broadcast communication can be in the form of mass mailing, FAQ, e-mail newsletters, content-update reminders and broadcast events Interactive: Two-way communication between the organization and a user. Interactive communication can be in the form of e-commerce dialogue, customer service and user input Hybrid: Combination of broadcast and interactive communication

33  Communication Archetypes One-to-Many, Non-Responding User: Site messages are announcements that users receive without needing to respond One-to-Many, Responding User: Site messages are invitations to users to submit their comments and responses One-to-Many, Live Interaction: Information is exchanged back and forth in real time One-to-One, Non-Responding User: User receives personalized messages to address specific interests or needs without a need to respond One-to-One, Responding User: User responds to personalized messages sent by the site One-to-One, Live Interaction: Site sends and receives personalized user messages in real time






39  Connection is the degree to which a given site is able to link to other sites  Dimensions of Connection Links to Sites: Links that take the user completely outside the home site and into a third-party site Home Site Background: Links that take the user to a third-party site, but the home site is noticeable in the background Outsourced Content: The site content is derived from third parties Pathway of Connection: Refers to the links to access additional information Pathway-out - links cause the user to completely exit website Pathway-in - links cause the retrieval of material from the same or other sites without exiting the current website

40  Connection Archetypes Destination Site: Provides almost exclusively site-generated content with very few links to other sites Hub Site: Provides a combination of site-generated content and selective links to sites of related interests Portal Site: Consists almost exclusively of links to a large number of other sites Affiliate Programs: Directs users to affiliated websites through embedded links Outsourced Content: Contains content generated by third parties Meta-Software: Utilities and Plug-in software applications created to assist user in narrowly defined tasks






46  Commerce refers to the sale of goods, products or services on the site.  Dimensions of Commerce Functional tools that are the commerce-enabling features of a website RegistrationOrders Through Affiliates Shopping CartConfiguration Technology SecurityOrder Tracking Credit-Card ApprovalDelivery Options One-Click Shopping

47  Commerce Archetypes Catalog Pricing : The price of goods and services are preset by the seller Auction Pricing: Buyers bid against each other, and the highest bid wins the supplier's products or services Reverse-Auction Pricing: Sellers bid against each other, and the lowest bid wins the buyer's business Demand-Aggregation Pricing : Buyer demand for specific products is aggregated in order to achieve economies of scale Haggle Pricing: Buyer and seller can negotiate over price


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