[Sigia-l] 3 click rules and key drivers

[Samantha Bailey]

Here is that Spool research:
http://www.uie.com/articles/three_click_rule/


Samantha Bailey
samantha at baileysorts.com | http://baileysorts.com


----- Original Message ----- 
From: <richard_dalton at vanguard.com>
To: <sigia-l at mail.asis.org>
Sent: Thursday, March 18, 2004 9:55 PM
Subject: Re: [Sigia-l] 3 click rules and key drivers


>
>
> > 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
>
>
>
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