The next level of maintenance is active management of the usability and features of a site. This level is needed when you have a lot invested in your site, with expectations of sizable returns. For example, an eCommerce site that is a core source of revenue should have a proactive usability and feature management plan.

Another example is if the site is providing a major infrastructure support for your firm, such as accounting software (which usually have annual releases and periodic feature and usability updates along with security patches).

 This management plan involved tracking the following:

• Checking new browser platforms and media (such as iPad/IE10/smartphone)
• Web statistics and user behavior.  How are your users finding the site? Are your users getting lost? Is there a better way to do things?
• How has the site changed due to content. New Site architecture for a site with a ton of content is different than one for minimal content. As your site builds up a quantity of content, revisiting the search and navigation may be in order.
• Responding to new functionality and technology available now, such as mobile aps, video, PDF searching, social media integration.
• Technical support and customer service requests for new features your users are asking for, or you find your administrative staff need.
• Changes to look and feel or branding, based on new messaging, logos, or other fashions and fads. Sites can look dated if their overall look and feel isnt refreshed every year or two.