Design As a Strategic Advantage

In this environment, the design of a Website can become a strategic advantage. Effective use of design will allow a company to benefit in a number of ways.

An effective design will allow the provider to better predict and control costs. For example, a design should include flexible rules for how and where the site will add new content (as opposed to updating old content). Establishing these rules in the design phase of the project will greatly reduce the need for ongoing design changes, as well as pushing out the time until the next major redesign.

A layered site design can allow a company to react more quickly and effectively. Separating content from presentation and function in the design reduces the effort to change any of the three later. In addition, a strong conceptual model streamlines decision making about whether or not to make changes in the first place.

Perhaps most importantly, an effective design can help satisfy and retain users. There are measurable human factors that can be used to objectively evaluate the impact a site design has on its users. An effective Web site design can improve the experience for users in several measurable ways. For example, using consistent language on buttons and prompts reduces the time it takes users to perform tasks by 25 percent. Users come to a site with goals. Effective design will help them to attain their goals more quickly and easily.

A design can be used to reduce the number of errors users make while performing common tasks on a site. If someone hasn’t been exposed to how software designer’s deal with error, this idea may seem jarring. Users typically think of errors as mistakes they make that are somehow their fault. Software designers think of errors as a user’s best approximation of the correct action. In other words, the user took what appeared to be the right action to achieve a goal. Software designers use well-known principles to improve the likelihood that a user will take the correct action in the first place. There are no bad users, but there are less-than-perfect designers and designs.

Subjective satisfaction is another human factor that software designers measure. This is typically done by having users assign a numerical value to how much they enjoyed using the software. So although the factor being measured is subjective, it is assigned an objective number-by users-that will serve as a benchmark that can be remeasured over time to gauge improvement. If an organization thinks that user satisfaction with its site isn’t terribly important, it might want to keep in mind that it’s an important predictor of whether or not the user will ever return.

We’ve seen some of the ways that better design can improve a site in measurable ways. But with rising costs, rapid technological change, and increased functional complexity, how will designers cope, let alone move beyond current levels of usability, to achieve a strategic advantage for their sites?