This document summarizes a presentation about enhancing web site user experience. It discusses defining user experience, following a content strategy process of learning, planning, creating and delivering content as well as governing it. It provides examples of tracking feedback through site analytics, surveys and testing tools. It emphasizes making reports about actionable recommendations rather than just numbers, such as shifting marketing campaigns or measuring direct traffic sources. Quick web assessments are suggested to evaluate navigation, functionality, user control, content and feedback.

1. Enhance Your Web Site User ExperiencePresented at UnTech10February 11, 2010Washington, DCContent Leader:Dina Lewis, CAEdina@distilledlogic.net202-320-3060Twitter: @dinalew

2. What is User Experience?Credit: Peter Morville

3. Keys to Content StrategyLearn—Get smart about contentPlan—Audit, Analyze, StrategizeCreate & Deliver—Workflow & WritingGovern—Measure & MaintainCredit: Kristina Halvorson, Content Strategy for the Web

4. www.dclibrary.org

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6. 3 Ways to Track FeedbackSite AnalyticsCrazyegg.com3 Question PollGoogle Web Site OptimizerTesting: FiveSecondTest, Userfly, UserVue, Morae, ChalkmarkUser EngagementLots of

7. Don’t make a report just about numbers, Make it about actionTrends Decline in visits at end of each quarter represents 30% fewer member visits

8. User satisfaction dipped 12% in random online survey

9. Lost revenue equates to $1,200 per monthRecommendations Shift online product promotion campaigns to first two weeks of each month

10. Measure direct traffic and referral links to determine % of sales from magazine promo vs. email & Twitter promoCrazy Egg Confetti

11. 3 Question PollWhy did you visit our site today?Did you find what you were looking for? (or, if a transactional page/site, Were you able to complete your task?)How can we improve our site to ensure you have a great user experience?