Client Survey
[ adapted from
Website Redesign - Workflow that Works
by Kelly Goto & Emily Cotler ]
Client input is the foundation upon which successful web sites
are built. This survey will help you articulate and identify
the overall goals of your site redesign, including specific
questions regarding message, audience, content, look and feel,
and functionality.
GENERAL
INFORMATION
1. What is the name of your company and your current (or intended)
URL?
2. Who are the primary contacts from your organization and
who has final approval on the project? Please list names,
titles, email addresses and phone numbers.
3. What is your intended launch date for the new site? Are
there any outside considerations that may affect the schedule
(e.g., PR launch, tradeshow, annual report, etc.)?
4. Do you have a specific budget range in mind for this project?
Can this project be divided into phases in order to accommodate
budget and timing constraints?
CURRENT
SITE
1. Do you feel your current site promotes a favorable user
experience? Why? Why not?
2. What specific areas of your current site do you feel are
successful? Why are they successful?
3. What shortcomings exist with the current site and what
three things would you change on the site today, if you could?
4. Have you conducted usability tests on your current site?
If so, how long ago? Please include any reports or findings.
5. How important is it to maintain your current look and feel,
logo, and branding?
REASONS
FOR REDESIGN
1. What are the main reasons you are redesigning your site?
(New business model, outdated site, expanded services, different
audience, etc.)
2. What are your primary online business objectives with the
site redesign? What are your secondary objectives? (Increased
sales, marketing/branding awareness, reduce customer service
calls, etc.) Please discuss both long- and short-term goals.
3. What is the main business problem you hope to solve with
the site redesign? How will you measure the success of the
solution?
4. What existing strategy (both on and offline) is in place
in order to meet the new business objectives?
AUDIENCE/DESIRED
ACTION
1. Describe a typical user coming to your site. How often
is the user online and what does s/he generally use the web
for? How old is the user and what does s/he do for a living?
(Use as much detail as possible in profiling your target user.
Profile more than one type if appropriate.)
2. What is the primary "action" the user should
take when coming to your site? (purchase, become a member,
search for information, etc.)
3. What are the key reasons why the target user chooses your
company's products and/or services? (cost, service, value,
etc.)
4. How many people (as far as you can tell) access your site
on a daily, weekly or monthly basis? How do you measure usage?
Do you forecast usage to increase over the next year and by
how much?
PERCEPTION
1. Use a few adjectives to describe how the user should perceive
the new site. (Ex: prestigious, friendly, corporate, fun,
forward-thinking, innovative, cutting edge, etc.) Is this
different than current image perception?
2. How is your company currently perceived offline? Do you
wish to carry through the same kind of message through your
web site?
3. How does your company differentiate itself from competitors?
Do you think your current audience differentiates you from
your competition? Please list competitor URLs.
4. List any URLs of sites you find compelling. What specifically
do you like about these sites?
CONTENT
1. Will this site use existing content from the current site?
If so, what is the source and who is responsible for approval?
If not, will you be creating content in-house or using an
outside provider?
2. What is the basic structure of the content, and how is
it organized? Is it a complete overhaul of the current site,
or an expansion?
3. Describe visual elements or content which should be utilized
from your current site or marketing materials (logo, color
scheme, navigation, naming conventions, etc.).
4. How will the content of this site (along with functionality
and navigation) expand or differ from your current site? Do
you have an existing sitemap for the outgoing site structure?
Do you already have a sitemap or outline for the proposed
redesign?
TECHNOLOGY
1. What is your target platform and browser (if you know)?
2. Are there specific technologies (Flash®, DHTML, JavaScript,
Real Audio, etc.) you would like to use in the site? If so,
how will they enhance the user experience? Please describe
in detail.
3. Will you have database functionality (dynamic content generation,
search capabilities, personalization/log-in, etc.)? Do you
already have a database in place? Please describe in detail,
including specific information regarding existing programs
and software.
4. Will you have a need for secured transactions (e-commerce)?
Do you already offer transactions online? Please describe
in detail.
5. Will you require other specific programming needs (personalization,
search capability)? Please describe in detail.
MARKETING/UPDATING
1. How do most people find out about your current web site?
What methods of distributing the URL already exist within
the company?
2. Briefly, what are your short-term marketing plans (Specifically
for the site redesign and the 12 months following launch)?
3. Do you have an existing or planned marketing strategy in
mind to promote this site redesign? If so, please describe.
4. Do you intend to keep the site updated? If so, how often?
Who is responsible for updating and providing content?
ADDITIONAL NOTES/COMMENTS
Please take as much space as you wish.