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    Contingency Design: Maximizing Online Profitability By Helping People When Things Go Wrong

17 page, 510K PDF White Paper Report (FREE)
Written and published by 37signals
Download Report
White Paper Report Q&A

What is contingency design?
Contingency design is design for when things go wrong. It's the error messaging, graphic design, instructive text, information architecture, backend system, and customer service that helps visitors get back on track after a problem occurs.


Why should I care about contingency design?
Contingency design must be a top priority for any site interested in providing successful customer experiences. Web sites that invest in contingency design will increase customer loyalty and significantly improve the rate at which site visitors purchase, subscribe and register.


What will I learn from this white paper?
  • What contingency design is and how to evaluate your site's contingency design.
  • Why contingency design is important to any online business.
  • How your online business can use contingency design to increase customer conversion rates and loyalty.
The white paper includes 20 rules for improving and ranking the contingency design at your site. It also shows real-world examples of good and bad contingency design as well as side-by-side comparisons of well-known sites handling common visitor problems so you can examine this crucial usability issue in action.


Who should read this white paper?
The document will benefit:
  • Executives who want to maximize online profitability and improve site performance
  • Anyone involved in building web sites, including designers, programmers, copywriters, information architects, and other decision makers who want to improve the customer experience


How can 37signals improve my site's contingency design?

  • We can redesign/refine your site
  • We can review your site's contingency design and overall usability

  • For more information on 37signals, please visit our corporate site.


      Sample Page Thumbnails


    Rules You Can Use
    This page begins the list of 20 Rules of Contingency Design and shows you how you can evaluate your site's contingency design.




    Snapshot Examples
    This page highlights two examples of bad contingency design (one from Target.com and one from CDNOW.com).




    Comparisons
    This page provides a side-by-side comparison of good and bad contingency design (one from bluelight.com and one from Walmart.com).



        Contingency Design: Maximizing Online Profitability By Helping People When Things Go Wrong

    17 page, 510K PDF White Paper Report (FREE)
    Written and published by 37signals
    Download Report
     
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