Developing a Web site for an organization is a real art. The project is always very complicated, performed in unreal timetables and budgets are sky rocketing. The secret to the success of Web projects is precise planning. In this presentation I explain how to plan a concept for a web project in including the digital strategy understanding, understanding customer needs, Identifying the added value in the project and implementing successful user experience and user interface. The last part of the presentation discusses multi channel activities on Social Media and Mobile phones to complement the web project. The Presentation was part of the seminar I lead in the Sharepoint Extreme event in March 2011 called "Managing a successful web project from A-Z"

1. Successful Web ProjectA2Z Shay Rosen Head of Strategic Consulting

2. Shay Rosen Head of Strategic Consulting, Realcommerce Shayr@realcommerce.co.il http://il.linkedin.com/in/shayrosen http://www.facebook.com/shayrs M: 052-5118539

3. Web Project – kickoff meeting Desired: Mega Website Spec: Cool site, Brings many Customers Budget: 0$ TTM: Yesterday! You are the project manager!

4. Web Project – Post Mortum

5. Digital Strategy Introduction Multi Channel Strategy Project Management Secrets Managing Web Sites With SP 2010 FAST For Sharepoint 2010

6. Digital Strategy

7. A pile of Money - does it pay? Websites cost a zillion $ They can deliver outstanding results Or result in nothing but a deserted web page

8. Think ROI Increase sales Customer Service Support Keep in touch with customers Marketing Logistics

9. Strat-e-gy A plan of action designed to achieve a particular goal UX Strategy Concept CrossChannel

10. Strategy – The Master Plan The Big Picture Why are we doing the project? What is the marketing message? What are the project’s Business objective? ROI? How we fulfill them?

12. Reason: We are not cool enough

13. Message: We are cool!

14. Objective:

16. Reason: We have a customer service problem

17. Message: Our customer service is much better!

18. Objective:

19. Reduce waiting time

20. Increase customer satisfaction

22. Who’s the customer? IT Guy Boss Marketing Designer Sales Developer

23. Concept (1) Think Customer Not users – they are not addicted Interviews – customers, agents representatives Research – Internal data Who will be using the site? What are they doing today? What is their pain?

25. Pain: Hate calling the call center

27. Jack, Businessman, 38, NYC

28. Gill, Student, 27, LA

29. Pain:

32. References:

33. Many

34. Live chat

35. On screen tips

36. Simple and intuitive interface

39. Jack, Businessman, 38, NYC

40. Gill, Student, 27, LA

41. Pain:

42. Do not understand bill, Think it’s to expensive

43. Solution:

44. Expose detailed bill on site with explanations and online representatives

45. Offer better service plans to suit needs

47. We Sell Everything

48. We’re awesome

49. We’re cool

50. We Connect

51. We don’t know who we are

53. Jack, Businessman, 38, NYC

54. Gill, Student, 27, LA

55. Pain:

56. Do not understand bill, Think it’s to expensive

57. Solution:

58. Expose detailed bill on site with explanations and online representatives

59. Offer better service plans to suit needs

60. Enable live chat rep’s on site

62. E-Customer Service UX כפתור שאם לוחצים עליו אפשר לשפר את החשבון ולחסוך בהוצאות - לוגוTVTELECOM תיבת יצירת קשר עם אופציה לצ'אט, אימייל וטלפון חפש הזן מילים לחיפוש החשבון שלי תפעול מכשירים שירותים מתקדמים פעולות אישיות דשבורד מידע מקוצר על מצב חשבון 99 דקות 157 SMS MB5 חבילת גלישה לחשבונית בהרחבה>> שאלה נפוצה מאוד? שאלה נפוצה מאוד? שאלה נפוצה מאוד? שאלה נפוצה מאוד? שאלה נפוצה מאוד? שינוי תכנית שינוי פרטים פעולה אישית נוספת פעולה אישית נוספת

63. User Interface Serve Prioritize Predict user scenarios Help Minimize Be Intuitive Wireframe/ Mockup

64. Cross Channel – The WI-Wi-Wi customer What Iwant Where I Want it WhenI want It Ignoring Social media and mobile Can result in a disaster

66. Jack, Businessman, 38, NYC

67. Gill, Student, 27, LA

68. Pain:

69. Do not understand bill, Think it’s to expensive

70. Solution:

71. Expose detailed bill on site with explanations and online representatives

72. Offer better service plans to suit needs

73. Enable live chat rep’s on site

74. UX: Simple, Intuitive – We are here to help

75. Cross channel:

76. Mobile: real time account info + self service

78. Don’t start without a plan Know exactly why you’re doing what you do Understand your customer needs Solve problems, add value Think about feelings and perception Be loved, Satisfy Serve, Don’t teach We want to deliver great service! Analyze and Optimize Be present everywhere Get Social, Get Mobile, Open up