Building and maintaining a website is challenging work: The web team needs to balance technology, design, branding, functionality, and the needs of multiple types of website visitors, while maintaining the security and freshness of the website. When making decisions about website enhancements or revisions, you need to balance the needs of website visitors, search engines, and the technical and marketing staff who maintain the website.
All too often, a critical voice is missing from these discussions: the voice of the website visitor. Ensuring that the website supports visitors completing tasks can make a dramatic difference in the effectiveness of a website and give you a critical competitive edge. This chapter ...
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