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As with CKE’s new product introductions , however, this online testing is only part of the overall change process for eBay’s website. Extensive offline testing also takes place, including lab studies, home visits, participatory design sessions, focus groups, and trade-off analysis of website features—all with customers. The company also conducts quantitative visual-design research and eye-tracking studies as well as diary studies to see how users feel about potential changes. Working Together Is Working Smarter Some companies with rich consumer-transaction data—Toronto-Dominion, CKE Restaurants, eBay, and others—are routinely testing innovations well outside the realm of product R&D. As randomized testing becomes standard procedure in certain settings , firms learn to apply it in other areas as well. Entire organizations that adopt a “test and learn” culture stand to realize the greatest benefits. The ease of conducting financial transactions securely is probably one of the bi...

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