The document discusses web strategy for retail businesses. It provides an overview of Intergen, a company that provides IT solutions based on Microsoft technologies. It then discusses how the retail consumer and shopping channels have changed in recent years. Specifically, it notes consumers now spend more time online and via mobile compared to in physical stores. This has led retailers to shift their focus from individual channels to providing converged, multi-channel experiences. The document proposes mapping "customer journeys" across channels to understand how consumers research and purchase products. Understanding these journeys can help retailers improve processes and solutions to enhance the customer experience.
Capturing intelligence while managing relationshipsIntergen
Focuses on how to provide sales representatives with the tools to manage customer relationships and to capture valuable field intelligence via direct observations. Enabling immediate transmitting of field information via mobile devices to headquarters. to enable category managers, trade promotion managers, finance and logistics instant-connect views, so that business managers can intelligently and swiftly reorder field priorities to energize a launch, or avoid a supply chain issue. Presented at the NZ Retail Show during April 2011.
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
To survive in today’s changing retail environment, smart organizations are working to optimize their (1) Shopping experience, (2) Operations, (3) Merchandizing and supply chain.
Capturing intelligence while managing relationshipsIntergen
Focuses on how to provide sales representatives with the tools to manage customer relationships and to capture valuable field intelligence via direct observations. Enabling immediate transmitting of field information via mobile devices to headquarters. to enable category managers, trade promotion managers, finance and logistics instant-connect views, so that business managers can intelligently and swiftly reorder field priorities to energize a launch, or avoid a supply chain issue. Presented at the NZ Retail Show during April 2011.
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
To survive in today’s changing retail environment, smart organizations are working to optimize their (1) Shopping experience, (2) Operations, (3) Merchandizing and supply chain.
Consumers are smarter today than ever before. In fact, today's consumers own your brand. Their shopping expectations are higher, they make decisions faster, and they research thoroughly and independently. Consumers also know they have a lot of choice regarding when and where to purchase. Added to the mix are consumers who are increasingly technology savvy, more demanding, and are making tradeoffs by focusing on value, transparency and accountability. If retailers are unable to provide the convenience or service consumers expect, loyalty will evaporate, competitive advantage will erode, and retailers’ value proposition will crumble.
In this webcast you will discover how to satisfy the smarter consumer by providing a seamless customer experience that reaches across all touch points, spanning human, digital, social and mobile modes of access that are optimized according to customer preferences...a customer experience that delivers products and services flawlessly to keep customers coming back for more.
Learn how Best Buy responds to customer control and demands and how the electronics and home appliances retailer is tackling issues with mobile, digital, social media, inventory availability, fulfillment flexibility and convenience.
Once consumers get a taste of the seamless shopping experience, they expect it. It doesn’t matter what your product or service is. Join us and learn how to put your business back in control of the shopping experience.
Social media can help companies deliver a customer service experience that aligns with customer expectations, resulting in a more loyal customer base and a larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. In this presentation, the presenters share tangible outcomes derived from cutting through the volume and complexity of information to understand what really matters in customer engagement.
Why do different customer segments have special needs to win customer. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
David Hogg is an IBM Commerce Solutions Lead NE IOT. David will review how world leading retailers are leveraging cross channel retail to maximise sales growth and customer satisfaction. He will address how consumer expectations are changing, what is best practice in the store and the call centre, and how mobile applications are maturing as well as how social networking enhances cross-channel retailing.
Keynote slides: Creating the Future of RetailRoss Dawson
Slides for Ross Dawson's second keynote at Congreso Internacional de Retail in Lima Peru. Slides are designed to support the keynote not to stand alone. For more content see www.rossdawson.com
Consumers are smarter today than ever before. In fact, today's consumers own your brand. Their shopping expectations are higher, they make decisions faster, and they research thoroughly and independently. Consumers also know they have a lot of choice regarding when and where to purchase. Added to the mix are consumers who are increasingly technology savvy, more demanding, and are making tradeoffs by focusing on value, transparency and accountability. If retailers are unable to provide the convenience or service consumers expect, loyalty will evaporate, competitive advantage will erode, and retailers’ value proposition will crumble.
In this webcast you will discover how to satisfy the smarter consumer by providing a seamless customer experience that reaches across all touch points, spanning human, digital, social and mobile modes of access that are optimized according to customer preferences...a customer experience that delivers products and services flawlessly to keep customers coming back for more.
Learn how Best Buy responds to customer control and demands and how the electronics and home appliances retailer is tackling issues with mobile, digital, social media, inventory availability, fulfillment flexibility and convenience.
Once consumers get a taste of the seamless shopping experience, they expect it. It doesn’t matter what your product or service is. Join us and learn how to put your business back in control of the shopping experience.
Social media can help companies deliver a customer service experience that aligns with customer expectations, resulting in a more loyal customer base and a larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. In this presentation, the presenters share tangible outcomes derived from cutting through the volume and complexity of information to understand what really matters in customer engagement.
Why do different customer segments have special needs to win customer. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
David Hogg is an IBM Commerce Solutions Lead NE IOT. David will review how world leading retailers are leveraging cross channel retail to maximise sales growth and customer satisfaction. He will address how consumer expectations are changing, what is best practice in the store and the call centre, and how mobile applications are maturing as well as how social networking enhances cross-channel retailing.
Keynote slides: Creating the Future of RetailRoss Dawson
Slides for Ross Dawson's second keynote at Congreso Internacional de Retail in Lima Peru. Slides are designed to support the keynote not to stand alone. For more content see www.rossdawson.com
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
nascom.be - user based digital content marketing strategy flowNascom
This is a digital content marketing strategy flow: the strategy & different steps to a successful implementation of a digital roadmap into your company.
ACI Digital future of retail - intro Iskander SmitInfo.nl
We hosted the second Sessions of Amsterdam Creative Industries Center of Expertise as founded by Amsterdam University of Applied Sciences, Inholland University and Amsterdam School of Arts.
Presentation and panel took place at the office of info.nl at June 5, 2014.
Merchandising Your Content: Inspirations from the Retail WorldOne North
What does your website have in common with stores like Whole Foods? More than you might think. Just as the shelves of grocery stores are crammed full of products competing for your attention, law firm websites are packed full of content, with attorneys and practices competing for the attention of your clients.
Join Jen Bullett, Nancy Kostakos and Kalev Peekna as they take techniques from the retail world and apply them to content marketing and legal website strategies.
Our presenters drew direct parallels from retail environments and highlighted specifically how they relate to law firms—including how you can package content to drive cross-practice area promotion and how to structure pages so that your prime content captures readers and inspires them to take action. Using a fictitious law firm, they also demonstrated how content merchandising can play a broader role within law firm websites.
To view a recording of the webinar, visit http://bit.ly/10jriV1.
This presentation educates the audience about Strategic Retail Management. This presentation is intended for educational purposes. The examples used are also for educational purpose. If any person or organization has any issues pertaining to same, please inform me, I will alter the same.
What's Behind Whole Foods Market's Social Media StrategyRyan Amirault
Presented at Natural Products Expo East, Baltimore, MD.
September 20, 2012
Whole Foods is using social media to engage its customers across the nation in conversations about food.
With over 300 Twitter accounts and 250 local-store Facebook accounts, Whole Foods Market has created an online community for useful exchanges between shoppers and their grocers. Beyond those accounts, Whole Foods' blog, online newsletter, mobile apps and flickr account all contribute to their booming online voice.
Watson Customer Engagement offerings deliver a broad range of capabilities for marketing, commerce and supply chain activities. Each offering is designed to complement the skills of forward-thinking professionals like you. To enhance your expertise. To empower you to make better, more informed decisions. And help you take action confidently as you drive your organization's growth and deliver rapid innovation.
Platforms for growth retail executive breakfast: Connecting digital strategy ...Thoughtworks
The ThoughtWorks Retail team presented to Australia's top retailers across Melbourne, Sydney and Brisbane on the topic 'how to connect your digital strategy to technology'.
Digital marketing strategy for Trader Joe's. Created for ADV 420 New Media Driver's License class at Michigan State University in the Fall of 2011. Presentation showcases how Trader Joe
Best practices and stratagies to engaging customers across multiple channels to deliver value and loyalty. Presented at the Professional Association for Customer Engagement conference (PACE), May 2012.
We propose to build a Digital Mirror experience for Luxury retail businesses. The deck depicts the setup for a jewelry store. We can develop similar experiences for retailers dealing with other products like bags, watches, etc.
Rising to the challenges of 'multi-multi' worldEpiserver
You are now doing business in multiple languages and currencies, at multiple locations around the world, selling to multiple customer segments, through multiple channels and devices. To rise up to the challenge online retailers need to break away from traditional, rigid commerce practice and embrace agility for real time optimisation. This session will explore the growing challenge of the ‘multi-multi’ world and provide practical advice on how to deploy and design great user experience that converts in every level
Today, nearly all consumers pre-shop before stepping into a store, begging the question of retailers worldwide: are you where they are?
Become familiar with the next phase of retail and learn:
- What the new path to purchase looks like
- Why retailers must keep consistent brand messaging across all mediums
- How responsive design and mobile apps are critical to conversions
Master Class - Digitally Native Vertical Brands with Hassan Yassine, GAIACollective Academy
Hassan Yassine, Co-founder and CMO of GAIA Design, shares some characteristics of Digitally Native Vertical Brands and his experience building one in an Emerging Market such as Mexico.
Creating intelligent content: How to automate personalised, one-to-one market...Intergen
Now more than ever as organisations we need to accelerate our digital engagement and use our content intelligently, sensitively and helpfully.
One of the only ways to connect with customers is digitally, and so the challenge for us as brands is how do we deliver a relevant and engaging experience at scale? And, within that, how do we make sure that we're tailoring the right content, to reach our audiences in the right ways, at the right time?
In this webinar, we'll discuss the importance of personalisation in delivering an outstanding customer experience and the challenges marketers face when it comes to delivering true one-to-one personalised journeys. We will then look how Episerver's new Content Intelligence and Content Recommendations can, through the power of AI, help marketers gain deep content insights and automate true one-to-one, personalised marketing at scale.
The Coronavirus pandemic had a profound impact on the way we work. Almost overnight, organisations have had to learn how to work remotely – and collaborate effectively – often by the most expedient means possible.
The good news is that the flexible, remote working practices and tools that always seemed like a good idea in principle, have now been tested under extreme conditions and, in many cases, have been proven to be highly effective. To maintain the momentum and continue to realise the benefits, it's essential that we balance that flexibility and immediacy with governance and management. This is particularly true with 'easy to use' tools designed with user empowerment at their heart, such as Microsoft Teams, Zoom and others.
In this webinar, we explore common pain points and problems arising from the explosive growth of these tools and potential solutions to those problems. We will hear from Anthony Martino, IT Operations Manager at flybuys (Australia), on how they plan to balance user empowerment with effective governance and management. We will look at practical approaches available to all customers, to continue realising the benefits of flexible working in a secure, streamlined and controlled manner.
For more information visit https://www.intergen.co.nz/ReimagineWork/ #ReimagineWork
Customer Insights: It's time to get personalIntergen
During this webinar, Qassem Naim, Head of Data and Tech at FCB NZ (one of the largest global advertising agencies) joined us to discuss how excellent customer experience starts by getting personal. To do this right, it is important to understand how each customer interacts with your business. We then looked at how the Dynamics 365 Customer Insights platform can help you unify customer data from any touchpoint and personalise the buying experience for each customer through AI-driven insights and recommendations.
For more information visit https://www.intergen.co.nz/ReimagineWork/ #ReimagineWork
Working Remotely with Microsoft TechnologiesIntergen
Keeping with the #ReimagineWork theme, we ran the "Working Remotely with Microsoft Technologies" webinar - conducted with Microsoft Teams live event - where we discussed covering remote working with Microsoft Azure Windows Virtual Desktop and communication with Microsoft Teams.
Watch the recording https://www.youtube.com/watch?v=cBWkoPbw5kc to see how you can use Microsoft Azure technology to create and deploy Windows desktop images that run on the cloud, accessible from web browsers, Windows and MacOS clients as well as Android and iOS apps, giving your employees access to the same tools they would normally have through your physical desktop deployments.
Business Change Management is more than just sending out a few emails, doing a bit of training and writing a new policy. It is about understanding the things that make the business unique, working with people to find out how the change will actually affect them and how they feel about it. You can then provide them with the right information and tools to comfortably and confidently transition to the new system.
Equally, it’s not a one off, hit and run activity. Supporting people as they transition to new ways of working should be ongoing throughout the life of a project and beyond.
This approach leads to the development of a change strategy, creation and delivery of communications and training resources, and the facilitation of all staff training.
Working with people to understand their needs and then coming up with practical and creative ways to address them allows you to come up with targeted approaches to getting people on board.
It’s hard not to be inspired by someone who is actually excited and committed to change. Alternatively, change is never successful when a solution is thrown in and people feel that leaders are ‘doing it to them, not with or for them’.
Enters InterConnect, a proven approach that focuses on what your business wants to achieve and then works with your people leaders to give them the skills and confidence to support their teams through the transition. The approach is based on having conversations, providing an open forum for teams to discuss the changes and giving your leaders the knowledge and skills to maintain the drive for change.
With more than 50,000 new malware created every day organisations can no longer afford to risk the financial and reputational impacts of a security or data breach, which can be too much for a business to recover from. Because of this, IT managers face increasing scrutiny and pressure from CEOs, managing directors and boards to prove that they are keeping the organisation secure.
The changing threat landscape means organisations need to be vigilant and smarter about security. While businesses still face threats from infected devices and malware, attackers have also moved beyond that. For example, there is an increasing number of targeted email attacks with cyber criminals spending time to monitor communications so they can imitate emails that are so sophisticated that even relatively savvy users will open them.
This webinar will explore the building blocks required to ensure you have the roadmap required to best protection against cyber attacks. We will provide you with a high level view of the following topics:
· Audit and discovery – What are your weaknesses and are you compliant?
· Education – Do your employees know when not to open that attachment?
· Policy – Do you have the right policies for your industry?
· Technology – Where to start and what has changed?
Dynamics Day 2016: Microsoft Dynamics 365 first lookIntergen
James Page and Steven Foster give the first Australasian public viewing of Microsoft’s new business platform as a service, Dynamics 365, and explore the foundations underpinning future Digital Transformation success.
Dynamics Day 2016: CRM Field Service and Project ServiceIntergen
Steven Foster and Microsoft’s Scott Smedley look at how Field Service and Dynamics Portals can change the way you serve your customers, ensuring you provide an intelligent and data-driven engagement that empowers employees and customers.
2. Today…
Introductions
A quick look at the consumer today
The shift of the channel offer
Combining the consumer and the channel
Intergen Retail Strategy and customer journey mapping
Web Strategy for Retail
3. Who are Intergen:
Intergen provides information technology solutions across New
Zealand and the world based exclusively on Microsoft’s tools and
technologies. Our 260 staff work with organisations to improve
productivity, empower staff, and streamline and automate
business processes, delivering comprehensive solutions for
businesses of all sizes, in all industries.
Come and see us B02
4. Daniel Munns: Industry Lead- Retail
My role is to drive our Retail and Wholesale Service Line offerings.
My passion is understanding how the flexible Microsoft solutions can enable and drive
businesses strategy forward.
I will ensure the ‘customer’ is centric to everything you consider.
For the last 9yrs I’ve held various senior appointments for Debenhams Retail PLC.UK where
I was accountable for the delivery of Head office and Retail solutions for 160+ stores and
across the world-wide supply chain
Fashion Experience: Liberty, Lectra, Burberry and Debenhams
5. Giles Brown: Web Strategist
Service Line Lead, Web Strategy, Intergen.
Worked in the interactive and online business since 1998, having worked
at some of New Zealand’s premier interactive, web and creative
communications agencies.
The projects I’ve worked on have achieved or exceeded their ROI targets
and won awards in Europe, the US, Australia and New Zealand.
“Simplify. Repeat.”
7. The customer experience:
Personalisation
Loyalty
Value Convenience
‘Give me the tools to shape my world’
Service Make it simple
support I want easy access
experience Protect me
8. Setting the scene, the consumer survey:
250 people surveyed, example questions:
How many hrs pw do you spend on the high street, either shopping in a physical
store /window shopping?
How many hrs per day or per week do you spend on the internet (accessing via
home pc, work pc or smart phone), carrying out non work related activities ?
Can you break down how you spend your time on the internet
Do you have a smart phone ?
What internet sites or applications do you access via the smart phone?
Will your smart phone replace your home PC, if so at what point in the future?
9. Setting the scene, the consumer survey:
50 people surveyed, average answers
How many hrs pw do you spend on the high street, either shopping in a physical store /window shopping? 6hrs
How many hrs per day or per week do you spend on the internet (accessing via home pc, work pc or smart phone),
carrying out non work related activities ? 12hrs pw
Can you break down how you spend your time on the internet, 7 hrs Social sites,
0.5 hrs banking, 4.5 hrs product research shopping
Do you have a smart phone ? 60% YES/ 40% NO
What internet sites or applications do you access via the smart phone? Facebook, twitter, email,
Trade Me, Yellow pages, Weather, Amazon
Will your smart phone replace your home PC, if so at what point in the future? 10% YES/ 90% NO
10. Consumer Retail Priorities:
1highest, 9 lowest Impact past 5 yrs priority future 5 yrs
• Loyalty schemes: 2 3
• Price and Promotional activities. 1 2
• Increase in online Retail sites and price comparison sites. 6 4
• Internet accessibility. 3 5
• Self service technologies 9 6
• Personalised marketing campaigns 7 7
• The ability to shop globally via the internet. 4 1
• The shop design and fit out. 5 9
• Environmental and sustainable retailing. 8 8
11. The customer and the channel offer:
MULTI
„ZERO‟
CONVERGENCE
SINGLE
12. The journey in the Retail channel offer:
CHANNELS SINGLE MULTI CONVERGENCE
Bricks &
Mortar
mobile
Web
Catalogue
Customers: experience
Customers: experience
Customers: One to One multiple touch points within
multiple touch points but little
engagement same brand
or no convergence
Retailer : Offer one channel to Retailer: obtain single view of
Retailer: Silos of knowledge
customer customer but operations
and operational activity
remain in silo
13. Zero or ‘Agile Commerce’ set to replace Convergence:
CHANNELS CONVERGENCE „ZERO‟
Bricks &
Mortar Retailers will offer ‘brand
touch points’ for the future
customer.
mobile
Retailers will move away
from a ‘channel’
Web
engagement.
Catalogue
Customers: experience Customers: experience a
multiple touch points within brand, channel becomes
same brand redundant
Retailer: obtain single view of Retailer: single view of
customer but operations customer , strategic and co-
remain in silo ordinated opportunities.
14. Intergen Retail Strategy : Vision
To provide services and solutions that enable Retail clients, their
associated Supply Chain Partners and the end consumer* to identify,
create and own supported ‘Customer Journeys’
*consumer could be an individual or an organisation
16. What are the components of a ‘Customer Journey?’
CUSTOMERS
The married couple The student The professor The tradesman The farmer
CHANNELS
Bricks & Mortar store Catalogue Phone/mobile device Web
FUNCTIONS &
PROCESSES Design & QA
Buying &
Store/Channel Planning Marketing Store Operations Finance & IT Distribution
Merchandising
SUPPLY CHAIN
PARTNERS Manufacturers Warehouse Distribution centres Factories Shipping
SOLUTIONS
17. What does your ‘customer journey’ enable:
Customer Enablers
Processes* and solutions that provide an improved customer experience
Operational Enablers
Processes* and solutions that provide efficiency for staff
Over arching factors – building a benefits case:
Reduce Risk ?
Reduce cost ?
Increase functionality?
Improve visibility and management?
*Process first, solution second
18. ‘Customer Journey’ diagnostics high level overview: channel view
Customers
Customer Engagement Product Selection Customer Buying Decision Product Availability Product Purchase/ Delivery
Customer Journey end to end store
bricks and
mortar store
Customer Journey catalogue
catalogue
Channels
Customer Journey Phone or mobile device
phone
Customer journey web
WEB
19. ‘Customer Journey’ diagnostics high level overview: ‘customer experience view’
Customers
Customer Engagement Product Selection Customer Buying Decision Product Availability Product Purchase/ Delivery
3 4
SINGLE
Customer Buying Product Availability
Decision
bricks and
mortar store
MULTI
1 2 6
Customer Engagement’ Product Selection’ Product Availability
catalogue
Channels
7
Product
Purchase/Delivery
CONVERGENCE
phone
5
Product Availability
„ZERO‟
WEB
20. ‘Customer Journey’ channel and experience view
Customers
Customer Engagement Product Selection Customer Buying Decision Product Availability Product Purchase/ Delivery
bricks and
mortar store
Customer Journey end to end store
MULTI
WEB Customer journey web
Consumer has access
Consumer marketed to product Product can be
bricks and
mortar store Products offered in information and purchased or
based on preferences Consumer and
CONVERGENCE
both channels or services associated delivered/collected
maintained by both retailer view real
clearly obvious what with product has the based on customer
channels, single view time inventory
is a web only product. ability to compare requirements.
of customer
product in store and
online
WEB
Make it simple
21. Approach: Some practical advice.
Talk to your end consumer about current experiences.
Talk to your staff about experience with the brand and your customers.
Research locally and ‘GLOBALLY’ what is happening in terms of competition.
Map your customer journeys today and future state across all brand touch points.
Your journeys will establish your Customer Enablers , Operational Enablers and
Compliance, it will help derive priority and establish benefits.
Establish the channel you are today and the one you will become in the future.
SINGLE MULTI CONVERGENCE „ZERO‟
Research the solutions you require to meet the needs to the consumer, do NOT buy a
solution in the hope it will meet the needs of your current and future customer journey
without understanding a roadmap
24. Our Definition…
“A Web Strategy is a vision (often
documented) that clearly articulates how you
will use the web to help achieve or exceed your
organisation’s business objectives. It’s a
measurable plan of attack that is specific to
you; not a one-size-fits-all blueprint.”
26. “How do I know I need one?”
No focus “Everything is ‘high’ priority”
No definition “It’s for local people”
No deadlines “Just get it started!”
No scope “We need a better website”
No agreement “Green! Blue! Red! Yellow!”
No Executive buy-in “What website?”
Lots of ambiguity, contradiction “That’s not my understanding”
37. GOLDEN RULE: Design & Branding
Design matters. A lot. Content is king,
but design is of first importance.
DID YOU KNOW … Design is NOT just ‘look and feel’, but how
your website or application actually works.
38. GOLDEN RULE: Copy & Content
Write for your users first, search
engines second.
DID YOU KNOW … Groupon (www.groupon.com), which is
projected to generate over $3 billion in revenue this year,
employs over 70 comedy writers!
39. GOLDEN RULE: SEO & Accessibility
REMEMBER that quality, credibility, consistency
and relevance are still the most important factors
in determining your performance.
DID YOU KNOW … Search engine algorithms (the complex
formulas that determine page rank) change many times each
month.
40. GOLDEN RULE: Social Media & Marketing
Just be yourself. If you don’t believe in your
product or service, you’ll get found out.
DID YOU KNOW … If Facebook were a country, it would be
the third most populous in the world behind China and India.
41. GOLDEN RULE: Audience & User Testing
Your website is never finished. Do regular
qualitative and quantitative analysis.
DID YOU KNOW … Google Analytics or Web Trends will tell
you what people did; but they won’t tell you why.
42. GOLDEN RULE: Navigation & Structure
Clean, professional and simple.
(“What can I take out?”)
DID YOU KNOW … ‘Navigation’ and “finding what I want” is
the Number #1 frustration that users have with websites.
43. Contact us:
www.intergen.co.nz
Daniel.Munns@intergen.co.nz
Giles.Brown@intergen.co.nz
Come and see us B02