Expert: Consider web design changes carefully
Web Design
10 November 2008
Businesses should tread carefully when it comes to amending a web design project on the basis of customer feedback, according to advice from one expert.
Changing a website every time a customer submits feedback is one of the worst things a web development team could do as this risks alienating the rest of the site's user base, according to Gerry McGovern of Customer Carewords.
The web design expert advised companies to discern between customers likely to represent the average user of their website and those who have "exceptional" demands and tasks.
He said: "If we pursue the exceptions we reduce the time we have to make the top tasks better and add complexity for the customers trying to find and complete these tasks."
Businesses should also consider factors such as emotional and contextual influences when assessing customer feedback, according to the E-Commerce Times.
The website said that the feelings of a customer and the context in which they evaluate a product could have a bearing on the quality of their feedback.
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