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 customer success by design |
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the180 - Maximum ROI Changes
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go
to the180 web
discussion
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Maximum
ROI Changes
-- How to get the most return quickly
from existing systems
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Do quick and informal usability tests
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Can do within 1 or 2 weeks
Test user tasks that are most critical to the company
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Usability testing sheds light on broader issues that explain several reported problems
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Testing will reveal problems that users could not explain well since they did not understand or see what was going on
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Some problems that had been high on complaint list turn out to be a symptom of a more significant design problems
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Other problems that had been high on a priority list sometimes shown not to be critical
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Testing results identify maximum ROI changes with reasonable programming effort
Example
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Large multinational very concerned about high-level navigation on home site
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Usability testing showed users did not see or ignored the top navigation bar
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Actual customers would not be able to report this as a problem -- they didn't see it!
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Changes were made based on testing results
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In second round of tests, everyone saw and used the main navigation bar
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Grant
Consulting, Inc.
located in metro St. Louis, MO, USA |
1013
Bradington Court
Columbia, IL 62236 |
info@grantconsulting.com
(314) 581-0384 |
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Copyright
© 2003 by Grant Consulting, Inc. All Rights Reserved.
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