Best Practices For Launching Site Redesigns

June 23rd, 2010

Harley Manning

With contributors:

Shelby Catino , Richard Gans

Summary

When companies redesign sites, users' aversion to change results in problems like spikes in call center traffic and social media backlash. That's because changes in site design force users to learn new interfaces and new process flows in order to accomplish their goals. Customer experience professionals can minimize the pain of launching a redesign by following best practices like engaging users during the design process and educating executives on what to expect.

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