01-03-2006, 11:52 AM
Quote:The consequences of a Web site that's difficult to navigate move beyond the scope of customer frustration. "If customers can't figure out how to do something, that's a loss, but the loss is bigger than the customer's not using the site," Bonnie Brown, director of Keynote Systems said. "People get frustrated and globalize it to the brand. Some sites can really hurt the brand."
Users have become accustomed to some design conventions from which it does not pay to vary, Brown said. They include a navigation bar across the top of the site, and easy-to-find and understand FAQS...
"Designs based on personas help target users find what they want. Personalization extends this approach by bringing what users want to them,"...
full article: http://www.crmbuyer.com/story/Tq5xuLCwEf...cess.xhtml