In the early days of the internet users were quick to blame themselves if they couldn't find what they wanted or get to the end of an application form. Now they have no hesitation in blaming their hosts if the experience of using a site is frustrating or fruitless. As with every other sales channel, the winners online will invest time and care in good service and good design.

Is your site good or bad? Seems like a simple question. However, it isn't easy to answer objectively since everyone has a different point of view. Because the Internet looks like a branding and communications vehicle to some, and software to others, success is often determined based on the evaluator's particular expertise. A usability expert might deem a photograph on the homepage unnecessary while a marketing person sees it as vital. Who is right?

The website review is an extremely valuable service. It's a great opportunity to receive a second professional opinion on your existing website and at the same time it provides an effective fine tune adjustment to immediately improve it.

What is involved?

The review is carried out by one or more expert reviewers who apply a framework of tests to the site. These are designed to highlight areas where users may be having problems with general usability, accessibility, comprehension and navigation. A review can be completed in one week - so clients can get meaningful, action-oriented insights.

Although every site analysis is customized to a client's business objectives, we typically look at four equal and interdependent dimensions:

• Branding: the site's projection of the desired company image
• Functionality: the site's delivery of interactive service
• Usability: ease of use of all site components
• Content: information the site offers (includes media)

The final analysis is a reflection of how effectively your site is satisfying the needs of your customers in each of the four dimensions. Where good fiction depends on the fiction writer's ability to suspend disbelief, good Web sites depend on their ability to immerse the user in the experience. Bad branding, usability, functionality and content make for shallow experiences that can erode the strongest of brands.

What is the output?

We'll present you with our best professional recommendations and observations, all with a view to improving what you already have. We'll show you how to increase the conversion rates, create an impressive business image and boost your online success. The review is extremely effective at identifying the main issues within the user experience.

To complement this type of assessment, we recommend conducting usability testing with customers and online surveys. It's hard to for you to know why your site isn't making you money, you can't see what your visitors are doing and you can't ask them questions like why they left the site.

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