Usability is King• Adam Mitchell, Mitchell & Whale• Newton Asare II, ClientDesk• Tara O’Doherty, Cossette Communications• Terry Constantino, Usability Matters• John Foreman, TMRC (moderator)

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Usability

What is it ?

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Usability – I know it when I see it

Good usability?

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Usability – I know it when I see it

Not-so-Good Usability

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Usability

“the extent to which something can be used by its targeted users to achieve their objective

with a high level of effectiveness, efficiency and satisfaction.”

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Online Usability

What is the impact of a poorly designed online experience?

What were they thinking??

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Some Statistics …

85% abandon a site due to poor design83% leave because it takes too many clicks to get what they want62% gave up looking for an item while shopping online40% never return to a site because the content was hard to use50% of sales are lost because visitors can’t find content

Source: Online Marketing Institute

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Key questions …Key question …

How do we ensure good usability for our customers while also achieving our business goals?

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Our Panel …

Tara O’DohertyVP Customer Experience Strategy, Cossette Communications

Terry CostantinoVP Customer Experience Strategy, Cossette Communications

Newton Asare IICEO, ClientDesk

Adam MitchellPresident, Mitchell & Whale Insurance

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Thank You !