Chapter 15

Measuring Findability and Navigation

In This Chapter

arrow Valuing findability

arrow Measuring findability

If customers can’t find what they’re looking for on your website — say your navigation is poor or your search function isn’t working — customers will move on and find what they’re looking for with another company. All your effort in regards to pricing, features, marketing, and packaging won’t matter; the end result will be a lost opportunity. Your customers have to be able to find things quickly and easily.

In this chapter, I show you how to determine what customers are trying to find, then how to measure their capability to find the items (findability). I also give you ways to improve your findability and then measure whether changes you’ve made actually improve your findability.

remember.eps While this chapter mostly talks about websites, findability is more that just your website. It pertains to wherever customers interact with your company. That could be software or mobile apps they’re navigating, or how you display products in your bricks-and-mortar store. You can apply the information in this chapter to every area of your company.

Finding Your Areas of Findability

If you’ve ever looked ...

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