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Achieving a good user experience is not just arrived at by chance. It starts by the information architect evaluating the range of goals that different types of users will have, and structuring the website to help users achieve their goals in the minimum number of clicks.
Best practice involves identifying a series of scenarios in which different types of users are seeking to carry out a range of actions, and then planning the information architecture to support these actions.
When redesigning a website, the information architect also studies patterns of existing user behaviour, as revealed by website traffic statistics. This can provide tangible evidence of which information users are looking for, and studying where users are leaving the site can help the architect to remove usability barriers.
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