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For Customer Experience Professionals

Best Practices For Launching Site Redesigns

June 23, 2010

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Why Read This Report

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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Tools And Templates

Models and Calculators

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  • A Formula For Estimating The Size Of A Call Center Spike As A Result Of Change
  • Factors For Estimating The Length Of A Call Center Spike As A Result Of Change

Table of Contents

  • Even The Perfect Redesign Can Turn Into The Perfect Nightmare
  • Best Practices For Minimizing Problems Caused By Redesigns
  • RECOMMENDATIONS

  • Start By Rolling Out A Truly High-Quality Site
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