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Customer Interface

Customer Interface. Agenda. What are the seven design elements of the customer interface? What determines the look-and-feel of the site? What are the dimensions of content? Why be concerned with community? What are the levers used to customize a site?

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Customer Interface

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  1. Customer Interface

  2. Agenda • What are the seven design elements of the customer interface? • What determines the look-and-feel of the site? • What are the dimensions of content? • Why be concerned with community? • What are the levers used to customize a site? • What types of communication can a firm maintain with its customer base? • How does a firm connect with other businesses? • What are the main features of commerce that support the various aspects of trading transactions?

  3. Seven Design Elements of Customer Interface

  4. What Determines the Look-and-Feel of Design? • Context: look-and-feel of a screen-to-face customer interface. • Dimensions of Context: Function and Aesthetics • Function • Factors Critical in Site Layout: • Section Breakdown, Linking Structure & Navigation Tools • Performance of Site: • Speed, Reliability, Platform Independence, Media Accessibility and Usability • Aesthetics • Color Scheme & Visual Themes

  5. What are the Dimensions of Content? • Content refers to any digital information included on a website, e.g. audio, video, images and text. • Dimensions of Content: • Offering Mix • Appeal Mix • Multimedia Mix • Content Type

  6. Why Community? • Sense of community can encourage customers to return to a website primarily because: • Community can create attractive content • Community can make certain activities possible or easier, thus satisfying needs not attainable individually.

  7. What are the Levers Used to Customize a Site? • Customization: To better address individual needs, a site can be altered by the user or by the organization. • Dimensions of Customization: Personalization and Tailoring • Personalization: Login registration, cookies, personalized email account, content and layout configurations, storage and agents. • Tailoring: based on past behavior or behavior of other users with similar preferences.

  8. What Types of Communication can a Firm Maintain with its Customer Base • Communication refers to the dialogue that is initiated by the firm. • Dimensions of Communication: • Broadcast • Mass mailings, FAQs, email newsletters, content update notifications, broadcast events • Interactive • E-commerce dialogue, customer service, user input • Hybrid • Combination of broadcast and interactive

  9. How does a Firm Connect With Other Businesses? • Connection is the degree to which a given site is able to “link” to other sites through a hypertext jump, or hyperlink, from one webpage to another. • Dimensions of Connection: • Links to Sites • Homesite Background • Outsourced Content • Percentage of Homesite Content • Pathway of Connection

  10. What are the Dimensions of Commerce? • Commerce capabilities are those features of the customer interface that support the various aspects of trading transactions. • Dimensions of Commerce: • Registration • Shopping Cart • Security • Credit Card Approval; • One-click Shopping • Orders Through Affiliates • Configuration Technology • Order Tracking • Delivery Options

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