2005 Conference

Toronto, Ontario
May 30 - June 3 / 30 mai - 3 juin, 2005
Delta Chelsea Hotel

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So How Do You Make Your Website “Sticky”?
- Designing and Testing for Web Usability
Carolyn Watt
Friday June 3, 1:30 pm to 5:30 pm
Gerstein Library, University of Toronto

Could you ever imagine talking about communications that way a few years ago? Well being “sticky” is important. Your website is a key communication device for your organization. Your website reflects your brand. It tells your prospects what you do. It tells your clients that you keep current. It is also a reflection of your communication style.

So what do we mean by sticky? It’s about getting people stuck on you and your site – they want to keep coming back to see what’s new. They add you to their favourites list. What can you do to ensure that it is sticky…well that’s where the usability factor comes into play.

In this workshop, Carolyn will share the 10 ways to make your website sticky. You’ll have a chance to work through how to develop and test your site. Bring a copy of your home page and a few favourite and not-so-favourite pages from your site and let’s see how sticky they are and what you can do to make them sticky or stickier.

Course Outline

1:30 to 1:45	Introduction/Welcome
1:45 to 2:15	Discuss pet peeves about websites in general and specifically about their website
2:15 to 2:30	Review some before and after examples
2:30 to 3:00	Discuss first five techniques for making your website sticky
3:00 to 3:15	Break
3:15 to 3:45	Discuss next five techniques for making your website sticky
3:45 to 4:30	Apply the techniques to your own website (or the sample that you brought)
4:30 to 5:15	Students present changes they would make and evaluate changes classmates would make
5:15 to 5:30	Lessons learned/Wrap up

Instructor: Carolyn Watt

Carolyn Watt is the founder and president of The Customer Experience Company. Passionate about customer experience, she believes that the experience is formed as a result of three things: processes, communications and people. That means that your processes must be simple…so it is insanely easy for your customers to do business with you. Your communications must be written clearly…so they are both inviting and easy for your customers to understand. And, your staff must clearly understand the corporate brand…so they can support it and deliver on the brand promises you have made to your customers.

For more than 25 years, Carolyn has focused her energy on the customer experience business, specializing in workflow, communications and usability. She has done work for many Fortune 500 companies. She currently teaches the Usability Evaluation course at the University of Toronto, Professional Learning Centre. Carolyn holds a psychology degree from York University in Toronto. She is a popular speaker at industry conferences and those audiences consistently rate her among the very best speakers. As Carolyn says, “It’s all about saying things and doing things simply…and being truly focussed on your staff and your customers.”

Updated: April 21, 2005