false 8069 econsultancy_xml <br />Online self service is a tricky area.  I don't know of any specific websites that relate to self service, but you should bear in mind all the key principles of user-centric design.  <br /><br />Focus on the user's needs throughout and keep your approach simple.  Think of the banking websites that work and those that don't.  Self service sites are applications, instead of microsites, so you have to focus on delivering value to the customer, and therefore the business, through functionality.  Be sure to prototype and test as much as practical to make sure you have what works, even if it is informal, water-cooler testing. <br /><br />Self service is not marketing, its retention.  So keep the upsell and cross-sell subtle and enhancing to the experience.  <br /><br />Deploy the minimal functionality to make the site useful and then roll out functionality incrementally.  Consult your users/customers on the functionality that they need. Engagement is key. <br /><br />Plan your journeys and scenarios and keep the steps to the minimum. <br /><br />Look to the 37signals sites (Basecamp, Highrise, etc) for some inspiration. While their approach has fallen out of fashion recently, their focus on simplicity is what gained them so much popularity. <br /><br />Good luck, <br /><br />Branden Faulls<br /><a href="http://www.clockworkrobot.co.uk">www.clockworkrobot.co.uk</a><br /><p> </p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <LineBreak />Online self service is a tricky area.  I don't know of any specific websites that relate to self service, but you should bear in mind all the key principles of user-centric design.  <LineBreak /><LineBreak />Focus on the user's needs throughout and keep your approach simple.  Think of the banking websites that work and those that don't.  Self service sites are applications, instead of microsites, so you have to focus on delivering value to the customer, and therefore the business, through functionality.  Be sure to prototype and test as much as practical to make sure you have what works, even if it is informal, water-cooler testing. <LineBreak /><LineBreak />Self service is not marketing, its retention.  So keep the upsell and cross-sell subtle and enhancing to the experience.  <LineBreak /><LineBreak />Deploy the minimal functionality to make the site useful and then roll out functionality incrementally.  Consult your users/customers on the functionality that they need. Engagement is key. <LineBreak /><LineBreak />Plan your journeys and scenarios and keep the steps to the minimum. <LineBreak /><LineBreak />Look to the 37signals sites (Basecamp, Highrise, etc) for some inspiration. While their approach has fallen out of fashion recently, their focus on simplicity is what gained them so much popularity. <LineBreak /><LineBreak />Good luck, <LineBreak /><LineBreak />Branden Faulls<LineBreak /><Link URL="http://www.clockworkrobot.co.uk" Window="Self">www.clockworkrobot.co.uk</Link><LineBreak /><Paragraph> </Paragraph></FormattedContent> 2008-06-26T10:39:39+01:00 true 2830 9292 110838 2008-06-26T10:39:39+01:00