Building Yahoo’s New Front Door Posted by Customer Passion LLC | September 21st, 2005
A design whiz aims to enhance the home page - without fixing what ain’t broke. On one hand it’s a rare opportunity to shape the customer experience and design of a seminal Web portal that draws millions of visitors in a single day. “Anything I do will have a huge impact on a lot of people,” he says. On the other hand, by many important metrics, what he’s fixing ain’t broke. While the page’s current design won’t win any beauty contests and lacks the simple elegance of archrival Google’s welcome mat, it works. And those millions of daily visitors might chafe at any overhaul that displaces Yahoo’s myriad features. Customer retention is a concern; if he were to scare off just 2% of Yahoo’s daily users, it would amount to 300,000 fewer visitors.
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