[Sigia-l] 3 click rules and key drivers

[richard_dalton at vanguard.com]

> I have a dilemma and would like to get some input. The company I work for
> has an annual customer service/competitive evaluation performed and they
> have identified key drivers based on extensive focus groups with
customers.
> One of those key drivers is "takes few clicks to find
information"--meaning
> that customers have indicated that this is one of the things that is
> important to them.

Any chance you can recommend changing the "takes few clicks to find
information" into something like "can find information without getting
frustrated"? I'm not surprised that a focus group created the "few clicks"
metric, but i'd bet that what the users were actually expressing was
something more along the lines of "as long as I feel like i'm making
progress and I find the info within a reasonable amount of time/effort".

Didn't Spool do a fairly recent study on number of clicks?

      Richard