Development of the partner web site to encourage its adoption.
Business Challenge
A web site was established to provide all of the necessary administrative and support services to a dealer channel. However, dealers continued to use the phone, email and post to communicate. Web site use needed to be encouraged, as this would reduce the cost of partner communication so improving channel margins.
Solution
A two-stage approach was adopted. Firstly a pop up questionnaire was used on the partner web site that was used to identify which parts of the site were used and not used. Face-to-face discussions took place with partners with observations made as they used the web site to perform tasks with in front of a facilitator.
Results
The feedback identified a number of areas where the web site caused confusion. The navigation has been simplified, the number of clicks per task has been reduced and the whole web interaction made more user friendly and simple. Web site adoption after 6 months had increased by 45% and further work is now required to gain further adoption.
