My clients.

Instead of dropping names, let me tell you a little bit about some of my clients.

Complex technical support site:  One of my earliest and favorite clients has been very focused on improving their online support customer experience over the past three years. We started with a wide ranging analytics project prior to their total support site redesign - where was the old site succeeding and failing? I looked at navigation, major task flows, onsite search, and content effectiveness. Because this is a global support site with a wide range of product offerings, it was also very important to evaluate web support effectiveness for a complicated mix of customer segments. Now that the new site is up and running (and winning the ASP's "10 Best Support Sites" award!), we are fine tuning task flows, overhauling troubleshooting content for a large and challenging product group, and tying together customer satisfaction survey data with web experiences.

Wide ranging science content site:  One of my most savvy data consumers is a client who runs a large, well respected science information site with over a million visits a month. It is a rapidly changing site with the dual goals of increasing site stickiness and generating a stable base of ad revenue. One of the big challenges on this site has been to evolve the navigation structure to work effectively as the site content gets both broader and deeper. This site runs in permanent "test mode", always making small changes to navigation and measuring impact on key metrics. In addition, the site has a loyal returning visitor base, with needs and interests that are quite different from the large flow of first time visitors. Analytics has been critical to evaluating how site changes impact on both these key audiences.

Big ticket e-commerce:  One of my most urgent projects was for a client who sells high end multimedia toys online.  When we started working together, they had a lot of change coming - a big site redesign looming, rocky implementation of a fancy new web analytics tool, and the upcoming release of an entire new product line focused on consumers (for a company that had previously only sold B2B). With all that, the team managing the online store had no analytics at all in place - they were basically flying blind, and facing big expectations from senior management. We put a temporary analytics solution in place in less than two weeks so they could track mission critical data, prioritized changes for the site redesign, and took a hard look at the new consumer product audience when they started arriving on the site. Six months later, consumer product sales were exceeding targets and the fancy web analytics tool had been implemented properly so they had great data to work with. Most importantly, analytics had become core to their decision making, and I was thrilled to transition things over to their newly hired in-house web analyst.