Watch more Business Communication videos: http://www.howcast.com/guides/25-Business-Communication Subscribe to Howcast's YouTube Channel - http://howc.st/uLaHRS Increase the usability of your agency's website and you'll see a noticeable return on investment. Howcast uploads the highest quality how-to videos daily! Be sure to check out our playlists for guides that interest you: http://howc.st/ytmainplaylists Subscribe to Howcast's other YouTube Channels: Howcast Health Channel - http://howc.st/HOE3aY Howcast Video Games Channel - http://howc.st/tYKKrk Howcast Tech Channel - http://howc.st/rx9FwR Howcast Food Channel - http://howc.st/umBoJX Howcast Arts & Recreation Channel - http://howc.st/vmB86i Howcast Sports & Fitness Channel - http://howc.st/vKjUjm Howcast Personal Care & Style Channel - http://howc.st/vbbNt3 Howcast empowers people with engaging, useful how-to information wherever, whenever they need to know how. Emphasizing high-quality instructional videos, Howcast brings you experts who provide accurate information in easy-to-follow tutorials on everything from makeup, hairstyling, nail art design, and soccer to parkour, skateboarding, dancing, kissing, and much, much more. Step 1: Identify your customers and their top tasks Define the audiences you're trying to reach and what they're trying to accomplish on your website. Step 2: Understand your goals Understand your agency's goals and how your website can fulfill them. Aligning your objectives with your customers' needs will help you be more strategic. Tip Consider hiring a usability analyst to help plan these tasks and train your web team in user-centered design techniques. Step 3: Select ROI measures for top tasks Choose key performance measures and conduct a baseline usability test on your website's top tasks. Create goals to define what success looks like -- from your customer's perspective. Tip Implementing user-centered techniques can lead to a dramatic improvement in user experience. Federal Emergency Management Agency customers now complete tasks 50 percent faster on their redesigned website. Step 4: Design for your customers Design the website or top pages based on top customer tasks. Use terms your customers understand, which will reduce their frustration -- and the number of help-desk questions you receive. Tip Implementing user-centered design on the Centers for Disease Control website led to a 26 percent increase in user success on top tasks and a 70 percent bump in user satisfaction. Step 5: Conduct usability tests during design Conduct usability tests with real customers throughout the design process. The designs can be paper prototypes; they don't need to be fancy. Then, use the results to make additional improvements before you launch the website or publish new pages. Step 6: Measure the ROI Compare your baseline usability test to your redesign measurements to see how much your site's performance has improved. Translate that improvement into dollars and time. Implementing user-centered design can reduce errors, cut down on help-desk queries, and slash redevelopment costs, while increasing citizen engagement and site traffic. Step 7: Keep listening to customers Keep asking for customer input to make the site even easier to use. Use web analytics, surveys, blogs, and other tools to find out how well your top pages are working. Keep making small, ongoing improvements. It all adds up to a positive return on investment. Did You Know? The Federal Aviation Administration saves $2 million per year by making their customers' top tasks easy to complete on their redesigned website.
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