5
BUILDING AN EXPERIENCE THAT DELIGHTS ALL USERS The right approach to a website redesign depends on who its users are, why they visit the site, and what they do when they arrive. In addition, the right approach to a redesign is intimately tied to the format and presentation of the website’s content. We find that we get a great snapshot of customer behavior—as well as some insight into how users engage across various digital touch points—by discovering how typical users find the site, engage with it, and move through it. Bottom line: For a website to succeed, you have to develop a clear picture of who its users are.
Bottom line: For a website to succeed, you have to develop a clear picture of who its users are.