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CUSTOMER INTERVIEW

The interview is not printable, but we'll email the full interview including your responses when you're finished.

COMPANY INFO

Page 1 of 12

Organization Name:*

Website URL:*

http://www.domain.com

Telephone Number:*

555-555-5555

Location Information:*

Street Address
City, State ZIP
Country

CONTACT INFO

Page 2 of 12

First Name:*

Last Name:*

Position Title:*

Email Address:*

Who are the primary contacts from your organization that will be involved in this project?*

Name, position, email address (one person per line)

How did you hear about us?*

PLANNING

Page 3 of 12

What is your intended launch date?*

MM/DD/YYYY

Have you already made arrangements that will effect the intended launch date? If yes, please explain.*

For example, PR launch, tradeshow, annual report, etc.

What is your budget range for this project?*

Can your project be divided into phases to accommodate budget and/or timing limitations? If not, please explain.*

WHO ARE YOU?

Page 4 of 12

What is the purpose of your organization? Why are you in business and what are your core values?*

What is your business model? How do you make money and measure the success of your model?*

What is your brand promise? When people think of your organization, what words or thoughts come to mind? If applicable, does your current site deliver your brand promise?*

Can everyone in your organization explain your purpose and how to buy from you? Do they promote your culture and deliver your brand promise?*

What are the 1, 5, and 10 year goals of your organization?*

CURRENT SITE

Page 5 of 12

Are there particular areas of your site that are successful? Why or why not? Respond with "N/A" if a new site.*

Does your current site offer an effective visitor experience? Why or why not? Respond with "N/A" if a new site.*

Have you gathered visitor feedback or performed usability tests for your current site? If so, please describe your results. Respond with "N/A" if a new site.*

What are the key problems that exist with your site today? What would you do to change them? Respond with "N/A" if a new site.*

How important is it to maintain your current look and feel, logo, and branding? How would you describe your current brand identity? Respond with "N/A" if a new site.*

PURPOSE

Page 6 of 12

What is the purpose for (re)designing/developing your site?*

For example, new business model, outdated site, etc.

What are your short- and long-term online goals associated with the (re)design/develop of your site?*

For example, increased sales, marketing/branding awareness, etc.

What is the main business problem you hope to solve with this site? How will you measure its success? What existing strategies do you currently have in place?*

AUDIENCE

Page 7 of 12

Who is your typical visitor? How often are they online, and what do they generally use the web for? Provide demographics such as age, occupation, income level, purchasing habits. Please be detailed.*

What is the primary action visitors should take when coming to your site?*

For example, make a purchase, become a member, etc.

What are the key reasons why the target audience chooses your company's products and/or services?*

For example, cost, service, value, etc.

How many people access your site on a daily, weekly, or monthly? How do you gather statistics? Do you anticipate usage to increase after the site launch and by how much?*

PERCEPTION

Page 8 of 12

How are you currently perceived offline? Is this different than your online perception?*

What do you specifically want to communicate with your brand? What emotional response should customers have when visiting your site?*

Use a few adjectives to describe how your site visitor should perceive the new site. Is this different than the current perception?*

For example, prestigious, friendly, corporate, etc.

*Who do you consider the top competitors in your market? Why? Please include URL's.

How does your company differentiate itself from competitors? Do you think your current audience differentiates you from your competition?*

From an overall design perspective, provide 3 websites that best fit the image you'd like to portray. Please include URL's. What specifically do you like about these sites?*

CONTENT

Page 9 of 12

Describe content that should be utilized from your current site or marketing materials. Has a content audit been performed? Respond with "N/A" if a new site.*

For example, logo, color scheme, navigation, etc.

If applicable, how is the current content organized? Do you have a sitemap of your current site or proposed site?*

Will this be a complete overhaul of the current site content or an expansion? Respond with "N/A" if a new site.*

DEVELOPMENT

Page 10 of 12

Will your site require a custom solution developed or will you be using an existing application? Please describe in detail.*

For example, content management system, search, etc.

Will you have a need for secured transactions (e-commerce)? Do you already offer transactions online? Please describe in detail.*

Will you require database functionality for dynamic information? Do you already have a database in place? Please describe it in detail, including specific information regarding existing programs and software.*

Are there specific technologies that you would like used in the site? Is so, how will they enhance the user experience? Please describe in detail.*

Flash, JavaScript, etc.

MARKETING

Page 11 of 12

How do/will people find out about your current website? How do you and/or plan to promote/distribute your URL?*

For example, referral links, search engines, etc.

Do you have an existing or planned marketing strategy in mind to promote this site launch? If so, please describe.*

How will the user know the site has been updated? Will there be email announcements, RSS feeds, and/or specials tied into the site updates?*

How will you encourage visitors to return to your site?*

COMMENTS

Page 12 of 12

Is there anything further you'd like to add?*