Keeping Users Stuck to Your Site
http://events.powerstream.net/002/00143/060402stp/

Hynes, Colin
Human Factors International
2006

Abstract:

Discusses the effect of drop-off and how usability initiatives reduced drop-off at Staples.com by 73%. This discussion begins with a definition of drop-off and moves into an explanation of the value of drop-off data. Then we delve into the correlation between drop-off and return on investment. Finally, we highlight two examples of Staples.com initiatives that were focused on reducing drop-off by using a systematic process of customer research and redesign.