OVERVIEW

Are you concerned that people aren’t finding the information they need? Do you want a game plan to improve your search experience?

You’re committed to delivering the best search and navigation experience possible. But you may be uncertain about whether your Web site search is “good enough” or needs improvement. You probably need better ammunition to make a case for more focused resources to improve your users’ Web experience.

In fact, the search experience you currently offer may well be negatively impacting your customer experience, and therefore depressing revenues and customer loyalty. Do you know where the gaps are in the search experience you offer, what the potential value of improving the search experience might be, and what should be done to improve site search?

In less than a week, we can give you solid answers to these questions:

• Is our site search experience good enough? 
•  If not, what actions would improve site search? 
• What resources can my organization apply to site search?

THE PROCESS
Susan Aldrich is a world expert on site search, and a Senior Consultant and Analyst with the Patricia Seybold Group. Sue will personally perform the Search Effectiveness Audit on your Web site and present her tailored recommendations for your situation.

There are three phases to each project: 

• Data Gathering And Analysis – Aldrich reviews your current search experience data; interviews key participants to understand processes for search management, metadata and content development and publishing; interviews key stakeholders to understand expectations and aspirations; and assesses performance against audience expectations for search.
• Presentation of Recommendations - Aldrich documents her recommendations in a 10 to 30-page report and presents them via webinar or at your site. 
• Planning Follow-Through - Aldrich meets with you to review progress, clarify recommendations and adjust tactics at two-month intervals for six months.

THE BENEFITS
You will know what, if any, actions are required to improve the search experience on your site .

• Improve your customer satisfaction, customer loyalty, and customer profitability for customer-facing sites.
• Improve employee productivity, efficacy and morale for internal sites.
• The results will be the input to adjust your processes and systems to improve your seeker experience.
• You’ll spend your time and resources where they will have the greatest impact.

THE ADVANTAGES

The Audit is Cost Effective	The Search Effectiveness Audit determines whether your current search experience is adequate. It is quick and effective because we know what to look for.
The Audit delivers High Value	The Search Effectiveness Audit pinpoints where and how to improve your processes and systems to optimize findability.

PROJECT REQUIREMENTS

• The Search Effectiveness Audits are delivered by Susan Aldrich within a project of one to five weeks in duration.
• The stakeholders of the processes and systems involved in findability will work with Sue Aldrich to provide information about audiences, behavior patterns, and activities.

® Customer Scenario is a registered trademark, and Quality of Customer Experience (QCE) and Customer Co-Design are service marks of the Patricia Seybold Group Inc. © Copyright 2007, Patricia Seybold Group, Inc.