Improving the usability of the website to ensure visitors can realize value as quickly as possible
Posted: Tue Feb 11, 2025 10:50 am
Performing Conversion Rate Optimization, or CRO for short, to reduce friction and steps in your conversion funnels.
And personalization to provide individual and relevant experiences for your users.
Finally, the theme of "extend" is about creating new elements on the website to expand the impact of the website. The three main focuses of the extension theme are
the development of new digital products on the website, such homeowner database as tools, directories, digital resources or interactive experiences.
Developing elements on the website that enhance other areas of the customer journey map, such as a new customer experience, a customer website or an advocate program.
expanding the use of the website to help other teams achieve their goals. This could be building elements on the website that help the sales team find, qualify, and close deals. Or it could be helping the customer service team reduce support tickets and inbound calls.
Each quarter, you should review how you can allocate your efforts across each focus area. Once your quarterly focus area is set, it's important that you don't move it. Shifting focus creates a lot of movement - with little actual improvement.
The next step is to prioritize your wish list.
You go through the list and select the points that are likely to have the greatest impact. Anything that is too much is reconsidered in the planning step of the next cycle.
For the selected points, write so-called action item cards with four elements:
A representation of the specific customer scenario.
A hypothesis about your proposed change and the impact it will have.
Data that supports your hypothesis.
An experimental design for how you plan to test the hypothesis.
Now that you have identified a focus and prioritized action points, you can move on to the second step in the continuous improvement cycle:
And personalization to provide individual and relevant experiences for your users.
Finally, the theme of "extend" is about creating new elements on the website to expand the impact of the website. The three main focuses of the extension theme are
the development of new digital products on the website, such homeowner database as tools, directories, digital resources or interactive experiences.
Developing elements on the website that enhance other areas of the customer journey map, such as a new customer experience, a customer website or an advocate program.
expanding the use of the website to help other teams achieve their goals. This could be building elements on the website that help the sales team find, qualify, and close deals. Or it could be helping the customer service team reduce support tickets and inbound calls.
Each quarter, you should review how you can allocate your efforts across each focus area. Once your quarterly focus area is set, it's important that you don't move it. Shifting focus creates a lot of movement - with little actual improvement.
The next step is to prioritize your wish list.
You go through the list and select the points that are likely to have the greatest impact. Anything that is too much is reconsidered in the planning step of the next cycle.
For the selected points, write so-called action item cards with four elements:
A representation of the specific customer scenario.
A hypothesis about your proposed change and the impact it will have.
Data that supports your hypothesis.
An experimental design for how you plan to test the hypothesis.
Now that you have identified a focus and prioritized action points, you can move on to the second step in the continuous improvement cycle: