Resources: USIG

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Usability SIG Mission & Goals

Mission

The IIMA Usability Special Interest Group's (SIG) mission is to explore and provide education on how the customer's online experience directly impacts a company's brand, product/service, and ultimately the ROI of the online execution itself.

Goals

• To provide members with access to practical resources and information on usability
• To provide members with opportunities for professional development and learning in the field of usability
• To proactively solicit member interests and needs in relation to usability and to build this feedback into SIG activities

Appendix A: Definition of Terms

Customer Experience

For the purposes of this SIG, customer experience speaks to all elements contributing to a customer's interaction with an organization in the online environment - including corporate Web site information architecture, content, navigational systems, interactive elements such as subscriptions and e-commerce forms, urls, visual design, and outbound or two-way electronic communications such as e-newsletters and online customer service.

Performance

Customer experience plays a large role in the effectiveness of online marketing tactics, and efforts towards improving customer experience have been shown to improve marketing and business performance.

Technical Performance

Technical performance is an awareness of issues such as cross-platform compatibility, common technological constraints and accessibility are crucial to providing a positive customer experience and to meeting marketing performance measures.