Website Usability in Balanced Scorecard Manager Toolkit (Publication Date: 2024/02)


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Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:

  • How many subjects are needed in a usability test to determine effectiveness of a website?
  • When gathering requirements for websites, how do you manage accessibility requirements?
  • Key Features:

    • Comprehensive set of 1512 prioritized Website Usability requirements.
    • Extensive coverage of 187 Website Usability topic scopes.
    • In-depth analysis of 187 Website Usability step-by-step solutions, benefits, BHAGs.
    • Detailed examination of 187 Website Usability case studies and use cases.

    • Digital download upon purchase.
    • Enjoy lifetime document updates included with your purchase.
    • Benefit from a fully editable and customizable Excel format.
    • Trusted and utilized by over 10,000 organizations.

    • Covering: Customer Satisfaction, Training And Development, Learning And Growth Perspective, Balanced Training Data, Legal Standards, Variance Analysis, Competitor Analysis, Inventory Management, Data Analysis, Employee Engagement, Brand Perception, Stock Turnover, Customer Feedback, Goals Balanced, Production Costs, customer value, return on equity, Liquidity Position, Website Usability, Community Relations, Technology Management, learning growth, Cash Reserves, Foster Growth, Market Share, strategic objectives, Operating Efficiency, Market Segmentation, Financial Governance, Gross Profit Margin, target setting, corporate social responsibility, procurement cost, Workflow Optimization, Idea Generation, performance feedback, Ethical Standards, Quality Management, Change Management, Corporate Culture, Manufacturing Quality, SWOT Assessment, key drivers, Transportation Expenses, Capital Allocation, Accident Prevention, alignment matrix, Information Protection, Product Quality, Employee Turnover, Environmental Impact, sustainable development, Knowledge Transfer, Community Impact, IT Strategy, Risk Management, Supply Chain Management, Operational Efficiency, balanced approach, Corporate Governance, Brand Awareness, skill gap, Liquidity And Solvency, Customer Retention, new market entry, Strategic Alliances, Waste Management, Intangible Assets, ESG, Global Expansion, Board Diversity, Financial Reporting, Control System Engineering, Financial Perspective, Profit Maximization, Service Quality, Workforce Diversity, Data Security, Action Plan, Performance Monitoring, Sustainable Profitability, Brand Image, Internal Process Perspective, Sales Growth, Timelines and Milestones, Management Buy-in, Automated Data Collection, Strategic Planning, Knowledge Management, Service Standards, CSR Programs, Economic Value Added, Production Efficiency, Team Collaboration, Product Launch Plan, Outsourcing Agreements, Financial Performance, customer needs, Sales Strategy, Financial Planning, Project Management, Social Responsibility, Performance Incentives, KPI Selection, credit rating, Technology Strategies, Supplier Scorecard, Brand Equity, Key Performance Indicators, business strategy, Balanced Scorecards, Metric Analysis, Customer Service, Continuous Improvement, Budget Variances, Government Relations, Stakeholder Analysis Model, Cost Reduction, training impact, Expenses Reduction, Technology Integration, Energy Efficiency, Cycle Time Reduction, Manager Scorecard, Employee Motivation, workforce capability, Performance Evaluation, Working Capital Turnover, Cost Management, Process Mapping, Revenue Growth, Marketing Strategy, Financial Measurements, Profitability Ratios, Operational Excellence Strategy, Service Delivery, Customer Acquisition, Skill Development, Leading Measurements, Obsolescence Rate, Asset Utilization, Governance Risk Score, Scorecard Metrics, Distribution Strategy, results orientation, Web Traffic, Better Staffing, Organizational Structure, Policy Adherence, Recognition Programs, Turnover Costs, Risk Assessment, User Complaints, Strategy Execution, Pricing Strategy, Market Reception, Data Breach Prevention, Lean Management, Six Sigma, Continuous improvement Introduction, Mergers And Acquisitions, Non Value Adding Activities, performance gap, Safety Record, IT Financial Management, Succession Planning, Retention Rates, Executive Compensation, key performance, employee recognition, Employee Development, Executive Scorecard, Supplier Performance, Process Improvement, customer perspective, top-down approach, Balanced Scorecard, Competitive Analysis, Goal Setting, internal processes, product mix, Quality Control, Systems Review, Budget Variance, Contract Management, Customer Loyalty, Objectives Cascade, Ethics and Integrity, Shareholder Value

    Website Usability Assessment Manager Toolkit – Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):

    Website Usability

    Usability tests typically involve 5-10 participants to identify the main issues with a website′s design, navigation, and user experience.

    1. Conduct a heuristic evaluation with a group of 5-6 experts for comprehensive feedback and recommendations.
    Benefit: Expertise and different perspectives can help identify potential issues and improve website usability.

    2. Perform remote user testing with 10-15 participants to gather feedback on navigational ease, content readability, and overall satisfaction.
    Benefit: Remote user testing is cost-effective and provides valuable insights from a diverse group of users.

    3. Utilize A/B testing with a sample size of at least 100 users to test different design elements and determine the most effective website version.
    Benefit: A/B testing allows for direct comparison between different designs to determine the most user-friendly version.

    4. Include surveys or feedback forms on the website for users to provide their thoughts and suggestions.
    Benefit: Allows for continuous improvement based on user′s opinions and preferences.

    5. Conduct focus groups with 8-10 participants to gather qualitative feedback on the website′s usability and functionality.
    Benefit: Focus groups allow for in-depth discussions and understanding of user experience for potential improvements.

    6. Use eye-tracking software with a smaller sample size (3-5) to analyze users′ behavior and interactions on the website.
    Benefit: Eye-tracking can provide valuable data on how users navigate and interact with the website, identifying potential areas of improvement.

    7. Analyze website traffic and engagement metrics regularly to monitor and identify any usability issues.
    Benefit: Real-time monitoring allows for prompt identification and resolution of any usability issues.

    8. Consider conducting a usability audit with an independent UX expert to evaluate and provide recommendations for improving website usability.
    Benefit: An impartial evaluation from an expert can provide valuable insights and actionable recommendations for website improvement.

    CONTROL QUESTION: How many subjects are needed in a usability test to determine effectiveness of a website?

    Big Hairy Audacious Goal (BHAG) for 10 years from now:

    In 10 years, our goal is to have established a standard minimum number of subjects needed in a usability test to determine the effectiveness of a website. Our ultimate aim is to have a universally accepted and comprehensive guideline that outlines the ideal number of subjects based on various factors such as website complexity, target audience demographics, and testing methods.

    This will greatly enhance the accuracy and reliability of usability testing results, providing businesses with crucial insights into how to improve their website design to better meet the needs and preferences of their users. As a result, we envision a future where websites are highly optimized for user experience, leading to increased customer satisfaction, loyalty, and overall success.

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    Website Usability Case Study/Use Case example – How to use:

    Client Situation:

    Our client is a start-up company in the e-commerce industry that specializes in selling handmade, artisanal products. Their business model heavily relies on their website as it serves as their primary platform for showcasing and selling their products. However, the company has been experiencing a decline in customer engagement and sales on their website. They have hired our consulting firm to conduct a usability test to determine the effectiveness of their website and identify any opportunities for improvement.

    Consulting Methodology:

    To address the client′s concerns, our consulting methodology will follow three phases: Pre-test planning, testing, and post-test analysis.

    Pre-Test Planning:
    In this phase, we will first identify the objectives of the usability test. This will include defining what constitutes as an effective website for the client, such as increased sales, improved user experience, and higher customer satisfaction. Next, we will conduct a thorough review of the client′s website, taking into account its design, navigation, content, and overall user experience. We will also review customer feedback, website analytics, and competitor analysis to gain a comprehensive understanding of the current state of the website.

    Based on our findings, we will then create tasks and scenarios that users will be asked to complete during the usability test. These tasks will align with the objectives of the test and will cover different areas of the website to gather a holistic understanding of its effectiveness. Additionally, we will recruit participants who fit the demographic profile of the client′s target audience and are unfamiliar with the website, as they will provide unbiased feedback.

    The second phase will involve conducting the usability test with the selected participants. We will use a combination of methods, including think-aloud protocol, eye tracking, and surveys, to gather both qualitative and quantitative data. The think-aloud protocol will allow us to understand the thought process of the participants as they navigate through the website. Eye tracking will provide visual data on where users are focusing their attention on the website, and surveys will gather participants′ feedback on their overall experience.

    Post-Test Analysis:
    In this final phase, we will analyze the data collected from the usability test and provide a detailed report to the client. The report will include a summary of the findings, recommendations for improvement, and a proposed plan of action for the client to implement the changes.


    1. Usability test plan outlining the objectives, tasks, and scenarios
    2. Participant recruitment plan
    3. Usability test results report
    4. Recommendations for improvement
    5. Proposed plan of action for the client

    Implementation Challenges:

    1. Limited budget: As a start-up company, the client has a limited budget, which may affect their ability to implement all the recommended changes.

    2. Time constraints: The client wants to make immediate improvements and may not have enough time to implement all the changes suggested in the report.

    3. Resistance to change: The client′s website design and content may hold sentimental value for the founders, making them reluctant to make significant changes.


    1. Time spent on the website: A successful usability test will result in an increase in the average time users spend on the website, indicating improved user engagement.

    2. Conversion rate: The usability test should result in a higher conversion rate, which measures the percentage of website visitors that complete a desired action, such as making a purchase.

    3. Customer satisfaction: Customer satisfaction will be measured through post-testing surveys, with a successful test resulting in a higher overall satisfaction score.

    Other Management Considerations:

    1. Implementing Changes: It is essential for the client to prioritize and implement the recommended changes to see a tangible impact on their website′s performance.

    2. Ongoing Testing: The client should consider conducting usability tests periodically to continue improving and optimizing their website.


    – According to a Nielsen Norman Group report on usability testing, conducting a usability test with five participants can uncover 85% of usability problems (Nielsen & Molich, 1990).

    – A study by the Baymard Institute found that companies that conduct regular usability testing see an average increase of 83.9% in conversion rates (Kringlebak, 2020).

    – In their book Handbook of Usability Testing, Rubin and Chisnell recommend recruiting at least ten participants for a usability test to ensure significant results (Rubin & Chisnell, 2008).


    In conclusion, conducting a usability test with a minimum of 5-10 participants is recommended to determine the effectiveness of a website. It will provide valuable insights into user behavior, identify areas for improvement, and result in increased website engagement, conversion rates, and customer satisfaction. Our consulting methodology follows best practices and will help our client improve their website′s performance and achieve their business objectives. The client must implement the recommended changes and conduct periodic usability tests to continue optimizing their website′s usability.

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