AmeriGas Preliminary Website and Navigation Recommendations 1 Presented to: Paula Wilson Michael Drauschak

Top Website Pages Viewed on AmeriGas.com 1% of visitors access the Business section from the AmeriGas home page. 75% of visitors access the residential section from the AmeriGas home page. Source: Omniture and Google Analytics 2

Most Visited Residential Pages (in top 10 most visited pages site wide) #1. Residential Landing Page#2. Bill Pay Login Page#3. Payment and Service Options #4. My AmeriGas Bill#5. Residential Homeowner Source: Omniture and Google Analytics 3

What are today’s best practices for websites with very diverse audience types (i.e., residential and business)? Industry trends show three architectural approaches for websites that address diverse audience types: 1. One for All Residential and business coexist equally within the navigation. The website experience for both audience types are consistent and of equal weight. 2. Gateways Users are forced to identify themselves before entering the website. Once committed sites typically have the “tab and toggle” option to access other sections. 3. Tab and Toggle The default home page targets the key audience (i.e., residential). Users have clear access to toggle between residential and business. 4

Sites with “One Site for All” Structures Residential and business sections coexist equally within the navigation. The website experience for both audience types are consistent and of similar weight. 5

Sites with the “Gateway” Structure Users are forced to identify themselves before entering the website. Once committed users typically have the “tab and toggle” option to access other sections. 6

Sites with the “Tab and Toggle” structure The default home page targets the key audience (residential). Users have clear access to toggle between residential, business or other user specific sections. 7

Preliminary Site Navigation Structure 8

Since more than 80% of AmeriGas.com visitors are residential we recommend a Residential/Business toggle Our research has shown users seek account, login, contact and easy access to signup in the top right corner. Becoming a customer is now one click away 9

Preliminary Site Navigation Structure “Pay My Bill” is the number one objective for AmeriGas.com visitors followed by payment plans 10

Preliminary Site Navigation Structure A clear way to quickly become a customer is lacking on the current site. We recommend having individual sections based on the type of customer. (Specific sub-navigation sections to be determined) 11

Preliminary Site Navigation Structure Safety has proven to be a top concern based on all research 12

Preliminary Site Navigation Structure Location finder is in the top 10 of most visited pages and should remain prominent in the navigation. Location finder should also be the main focus on mobile 13

Preliminary Site Navigation Structure Location finder is in the top 10 of most visited pages and should remain prominent in the navigation. Location finder should also be the main focus on mobile Propane refill and exchange is in the top 10 most visited pages and should remain prominent in the navigation. Propane cylinder for residential would be a different page than for business 14

Preliminary Site Navigation Structure Location finder is in the top 10 of most visited pages and should remain prominent in the navigation. Location finder should also be the main focus on mobile “Customer Service” should replace “Contact” in the far right (contact is now in the utility navigation). One click access to all customer service sections will address safety concerns 15

Residential and Business Preliminary Sitemaps (Provided as a separate document) Residential NavigationBusiness Navigation 16

AmeriGas.com Mobile Traffic In less than 2 years AmeriGas.com has seen and increase in mobile visits from 14K to 38k mobile visitors per month. Mobile visits now make up 20% of all AmeriGas.com visitors Source: Omniture and Google Analytics 17

Why Responsive Design 48% of users said that if a site didn’t work well on their smartphone, it made them feel like the company didn’t care about their business Source: Survey Conducted by Google 85% of adults think that a company’s mobile website should be as good or better their desktop website Source: Keynote 62% of companies that designed a website specifically for mobile had an increase in sales Source: Econsultancy Improves SEO: Google’s Webmaster Trends Analyst Pierre Farr went on record to declare that Google prefers responsive web design over mobile templates Source: Hubspot 18

Responsive Design None of AmeriGas’ direct competitors have responsive websites yet, but we are seeing responsive design spread across utilities, in-home solution providers and consumer technology companies. 19

Responsive Design Many cell phone and cable providers are going responsive. 20

Responsive Design Many home technology websites are responsive. 21

Responsive Design Many of the Fortune 500 are going responsive including GE and Microsoft 22

Mobile Architecture It is recommended that the new AmeriGas.com be responsive with a modified navigation for smart phone users. The smart phone navigation version will have “Location Finder” first and promote it on the home screen. 23

Residential and Business Preliminary Mobile Sitemaps (Provided as a separate document) 24

Loewy’s Next Steps 25 Deliverable(s)Expected Delivery Technology Assessment Meeting01/29/2014 Content Audit01/31/2014 Final Sitemap02/07/2014 Final Documentation on Analysis and Research02/07/2014 Wireframes Delivered02/14/2014 Website Requirements Delivered02/21/2014 Project Project Schedule w/ Workflow and Phased Milestones02/28/2014 Final Website Recommendations Delivered02/28/2014 All Recommendations and Final Documentation Delivered02/28/2014