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Between half to three-quarters of visitors who come to a Web site for the first time, or for something new, leave without finding what they were looking for – even when it is on the site. Not surprisingly, when Web sites fail to meet customer expectations, the overall brand image of the company is tarnished. Steve Telleen, Founder, iorg.com, demonstrates a proactive approach to creating a better visitor experience. Telleen begins with a look at the traditional reactive approaches to managing the visitor experience, including usability testing, the heuristic review, and satisfaction surveys. He then explains why proactive approaches are better, and explains why they have such a positive impact on IT. Telleen next examines how to develop and refine Web site practices; this section includes a discussion on practice definitions and their requirements. The final section explores ways to use these practices, and includes an in-depth look at their pragmatic purposes: as a checklist for specific attributes; to identify design requirements; to set and audit standards; as a framework for testing, and for knowledge capture, as well as commentary on implementation.
By watching this program, you will learn:
~ Why the three traditional approaches to managing visitor experiences fall short;
~ What practices are;
~ Why a practice-based approach can help manage the visitor experience;
~ How to create and refine practices;
~ Five specific ways to use practices to manage the visitor experience in the implementation of Web sites; and
~ How to implement a practices approach.
Viewers of the CD and online versions of the program will have easy access to Web links that include: ‘An Interview With Dr. Jakob Nielsen, Usability Expert’; ‘Balancing Multiple Visitor Objectives on Web Sites’; ‘Business Value: The Touchstone of Web Site Improvement’; ‘Criteria for Optimal Web Design’; ‘Designing More Usable Web Sites’; ‘How to Communicate With Your Web Site Design Group’; and ‘Top Ten Mistakes in Web Design.’ White papers include: ‘Seven Steps to Better Enterprise Web Site Value.’
PROGRAM TOPICS:
INTRODUCTION
AGENDA
TRADITIONAL APPROACHES TO MANAGING VISITOR EXPERIENCE
Traditional Approaches to Managing Web Site Experience: Usability Testing
Traditional Approaches to Managing Web Site Experience: Heuristic Review
Traditional Approaches to Managing Web Site Experience: Satisfaction Surveys
Traditional Approaches to Managing Web Site Experience Are Reactive, Not Proactive
WHY PROACTIVE DESIGN PRACTICES ARE BETTER THAN REACTIVE APPROACHES
The Concept of Web Site Practices
Factors That Create Barriers for Web Site Visitors
Factors That Create Barriers for Web Site Visitors: Navigation
Factors That Create Barriers for Web Site Visitors: Presentation
Factors That Create Barriers for Web Site Visitors: Link Construction
Factors That Create Barriers for Web Site Visitors: Design
HOW TO DEVELOP AND REFINE WEB SITE PRACTICES
Developing Web Site Practices: Credibility
Developing Web Site Practices: Structure
Developing Web Site Practices: Openness
Developing Web Site Practices: Specificity
Developing Web Site Practices: Perspective
WAYS TO USE PRACTICES IN WEB SITE DESIGN
How to Use Web Site Practices: Checklists
How to Use Web Site Practices: Design Requirements
How to Use Web Site Practices: Standards
How to Use Web Site Practices: Testing
How to Use Web Site Practices: Knowledge Capture
Implementation of Web Site Practices
Defining Processes That Need to Occur in a Web Site Implementation
Establishing Policies to Support Web Site Practices
SUMMARY
AVAILABLE ON:
Videotape, CD-ROM, Internet, Intranet
Presenter:
Steven L Telleen
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