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Online customer value: a new approach
to designing successful online services
Sim D'Hertefelt,
16 June 2001
Full version in Dutch & French
English summary
The internet crash makes companies
think about the return-on-investment or ROI of their internet
projects. What companies often forget is that users of websites
also make an ROI evaluation of their internet experience. This
evaluation determines whether a website will be successful.
We need a new approach to designing online services that focusses
on delivering customer value. What is the user's added value
of using a site in terms of advantages, gaining time, convenience,
pleasure...? What is the user's investment in terms of learning
and usage time, cost, frustration, loss of privacy...?
Read more about Sim's current activities: Copywriting by Kwintessens | Information architecture by Kwintessens (in Dutch)
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