For Customer Experience Professionals

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	June 23, 2010 Best Practices For Launching Site Redesigns by Harley Manning with Richard Gans, Shelby Catino	Average: 7  (7 ratings)

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Executive Summary

When companies redesign sites, users' aversion to change results in problems like spikes in call center traffic and social media backlash. That's because changes in site design force users to learn new interfaces and new process flows in order to accomplish their goals. Customer experience professionals can minimize the pain of launching a redesign by following best practices like engaging users during the design process and educating executives on what to expect.

TABLE OF CONTENTS

• Even The Perfect Redesign Can Turn Into The Perfect Nightmare
• Best Practices For Minimizing Problems Caused By Redesigns

RECOMMENDATIONS

• Start By Rolling Out A Truly High-Quality Site
• Related Research Documents

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