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  • #31434

    Bart
    Participant

    Has anyone used Six Sigma in evaluation of web design faults and if so any example projects – in particular creating a C&E matrix and how to increase patronage to a website.

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    #82961

    NA
    Participant

    Hi Bart,
    Yes, I have done that. You should look for faults relating to specific elements of the customer experience. Asking the wrong questions (or leading questions) can often lead you in the wrong direction, wasting time and resources. Is a potential problem with the navigation really the font or color you have chosen, or is it the wording that your customers are responding to?
    You cannot depend on customers to always articulate their needs. (We know that all too well in the IT field, don’t we?) The challenge in creating any customer experience is to understand the needs of the customers better than they understand those needs themselves. That’s where the power of Six Sigma can help over any other SDLC methodology.
    I hope my two cents is worth what you paid. :)

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    #82996

    Thane
    Member

    NA do you have any articles or other resources to refer us to on websites and Six Sigma? Our big challenge is demonstrating to our executive management team the impact of our web site and its impact on our key corporate objectives/metrics.

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    #83003

    NA
    Participant

    No. Unfortunately, I don’t know of any websites or articles. Even if I did, your management team isn’t going to give them much credit. They want to see for themselves — the proof is in the pudding, or in the increased sales, etc., as the case may be.
    I suggest you set up a project. Clearly define your Y=f(x) equation for your business and run a sort of Design of Experiments to determine the key process indicators. It’s going to be specific to your business — talk to your MBB for help. You’ll also need to set a reasonable timeline for this project…management doesn’t like to wait too long.
    Good luck and let us know how you’re doing!

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