Webinar Description

Do you know who your customers are and how they're engaging with you online? In this demonstration, you'll observe a government agency web team completing a Quick–and–Easy Customer Profile for their website. The Profile was developed by the Government Usability Task Group to help agencies better understand their customers and meet their needs online. It's a quick, simple tool that any agency can use.

Before the webinar, you'll receive information about the case study agency so you can follow along as they create their Customer Profile: the website URL; selected web analytics data; and agency mission statement. You'll listen to the discussion between a usability specialist and the web team as they identify their top customers and top tasks and complete the Customer Profile online. You'll be able to ask questions at several junctures in the presentation.

By the end of the webinar, you'll know how to identify and prioritize your website's customer segments; use metrics to understand your customers' top tasks; identify ways to conduct on-going customer research; and build mini-personas.

Why You Should Attend

• If you're planning a new website and want to research your customers and tasks
• If you'll be refocusing or redesigning your website (for example, in response to the recent change in Administration)
• If you've always intended to identify your website's top customers and top tasks more thoroughly but can't get around to it and need encouragement

What You'll Learn

• You'll learn how to use the Quick–and–Easy Customer Profile template to draw on your team's knowledge
• You'll see how web metrics can clarify your understanding of the "conversation" you're having with your website customers
• You'll be able to produce compelling customer research based on data, not opinion
• You'll be fired up to try the Quick–and–Easy Customer Profile on your website!

Agenda

• Team introduction
• Goal of the demonstration
• Completing the Quick & Easy Customer Profile
• Questions and Answers (several times during the demonstration)
• Suggested follow–up activities

Who Should Attend

• Web managers and web content managers
• Usability analysts
• Project managers

Level of Webinar

Beginner–intermediate