This document summarizes a presentation about enhancing web site user experience. It discusses defining user experience, following a content strategy process of learning, planning, creating and delivering content as well as governing it. It provides examples of tracking feedback through site analytics, surveys and testing tools. It emphasizes making reports about actionable recommendations rather than just numbers, such as shifting marketing campaigns or measuring direct traffic sources. Quick web assessments are suggested to evaluate navigation, functionality, user control, content and feedback.

1. Enhance Your Web Site User Experience Presented at UnTech10 February 11, 2010 Washington, DC Content Leader: Dina Lewis, CAE dina@distilledlogic.net 202-320-3060 Twitter: @dinalew

2. What is User Experience? Credit: Peter Morville

3. Keys to Content Strategy Learn—Get smart about content Plan—Audit, Analyze, Strategize Create & Deliver—Workflow & Writing Govern—Measure & Maintain Credit: Kristina Halvorson, Content Strategy for the Web

4. www.dclibrary.org

5. Blah, Blah, Blah Blah, Blah, Blah Blah, Blah, Blah

6. 3 Ways to Track Feedback Site Analytics Crazyegg.com 3 Question Poll Google Web Site Optimizer Testing: FiveSecondTest, Userfly, UserVue, Morae, Chalkmark User Engagement Lots of

8. User satisfaction dipped 12% in random online survey

11. 3 Question Poll Why did you visit our site today? Did you find what you were looking for? (or, if a transactional page/site, Were you able to complete your task?) How can we improve our site to ensure you have a great user experience?

13. Quickie Web Assessments Navigation Functionality User Control Content Online Help/Guides System & User Feedback