Web Manager University – Spring 2009
Class Title: Demo of the Quick & Easy Customer Profile
| Class Format: | Webinar | about our webinars |
| Instructor: | Nicole Burton, GSA | |
| Date | Thursday, May 28, 2009 | |
| Time: | 1:00 – 3:00 pm (ET) | |
| Place: | Online Webinar* |
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| Fee: | FREE. You must be a government employee to register. |
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Register for this webinar (registration form hosted by a third–party vendor)
Webinar Description
Do you know who your customers are? Do you know why they're coming to your website? In this demonstration, you'll observe a government agency web team completing a Quick-and-Easy Customer Profile for their website. The Profile was developed by the Government Usability Task Group to help agencies better understand their customers and meet their needs online. It's a quick, simple tool that any agency can use.
Before the webinar, you'll receive information about the case study agency so you can follow along as they create their Customer Profile: the website URL; selected web analytics data; and agency mission statement. You'll listen to the discussion between a usability specialist and the web team as they identify their top customers and top tasks and complete the Customer Profile online. You'll be able to ask questions at several junctures in the presentation.
By the end of the webinar, you'll know how to identify and prioritize your website's customer segments; use metrics to understand your customers' top tasks; identify ways to conduct on-going customer research; and build mini-personas.
Why You Should Attend
- If you're planning a new website and want to research your customers and tasks
- If you'll be refocusing or redesigning your website (for example, in response to the recent change in Administration)
- If you've always intended to identify your website's top customers and top tasks more thoroughly but can't get around to it and need encouragement
What You'll Learn
- You'll learn how to use the Quick-and-Easy Customer Profile template to draw on your team's knowledge
- You'll see how web metrics can clarify your understanding of the "conversation" you're having with your website customers
- You'll be able to produce compelling customer research based on data, not opinion
- You'll be fired up to try the Quick-and-Easy Customer Profile on your website!
Agenda
- Team introduction
- Goal of the demonstration
- Completing the Quick & Easy Customer Profile
- Questions and Answers (several times during the demonstration)
- Suggested follow-up activities
Who Should Attend
- Web managers and web content managers
- Usability analysts
- Project managers
Level of Webinar
Beginner-intermediate
Webinar Format
This is an online webinar.
About the Instructor
Nicole Burton is the Usability Specialist on the USA.gov Web Best Practices Team at GSA. As an in–house consultant, she practices user–centered design on GSA websites, notably USA.gov and Webcontent.gov. In addition, she develops and promotes usability best practices for government websites and web applications; teaches courses for Web Manager University; and co–chairs the Usability, Accessibility, and Design Task Group of the Web Managers Forum.
Before joining GSA, Nicole worked as a usability analyst at the Financial Management Service of the Department of Treasury, and at the Federal Deposit Insurance Corporation. She's a Certified Usability Analyst (Human Factors International) with a B.A. in English from the University of the District of Columbia, and a member of the Usability Professionals Association. Nicole's also a playwright, which she believes enhances her human factors practice.
Return to the Spring 2009 Schedule of Classes
Page Updated or Reviewed: January 7, 2009
