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Navigation Part 4: Navigation and the customer life cycle

by admin on 19. Aug, 2008 in Information Architecture, Usability

One thing to consider when defining the navigational structure is the different target groups.
The other important thing is the stages of the customer life cycle.

What do I mean by this? Let’s go on the customer journey:

1) The first time visitor
The customer visits your site. He wants information about your products, prices, service and so on. He needs all this at his finger tips. Try to imagine all the potential questions a customer might have and make sure to answer them – and that those answers are easily accessible.

2) You are lucky
Your potential client has done all his online research and you are the lucky winner – that is why he is back. This usually happens not within the same day. So make sure that the returning customer is able to find the product again fast. In some instances it makes sense to offer a wish list or basket functionality.

3) The unlucky one
The product unfortunately did not get delivered properly. Or in the case of an insurance company – your client had an accident. So this is still the same website user but he again has totally different needs. He is rather likely upset right now and needs help and support fast. Make sure he can access it directly. And yes – in case the answer is a phone call – offering a real voice, without long waiting lines can increase the customer satisfaction and therefore the perception of your brand in many ways.

A good exampe offers Norwich Union. It is very easy to receive a free quote. In addition they offer the button “Existing Customers” on the upper right hand side where clients can “Make a claim”, “Manage their policy online” and much more.

Usability Navigation

Read the entire series:

Part 1: How to structure content
Part 2: How many navigation points
Part 3: Dynamic or static navigation
Part 4: Navigation and the customer life cycle
Part 5: Global Navigation

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Usability and e-commerce Part 6: Shopping basket

by admin on 02. May, 2008 in Usability

Access to the shopping basket
The shopping basket link or summary should show at least the current sum of products bought. Ideally the customer can see the number of items, product name, price, additional costs such as VAT or shipping/handling fees. Some companies even show the delivery time.

Shopping Basket linkusability_shopping_basket_3.jpg

The shopping basket page
Ideally a thumbnail picture of the product is displayed and a short product description, which are both linked back to the product page. (This is helpful, in case the customer comes back at a later point in time and wants to easily review his order). The page needs to summarize:

  • The cost per product
  • The VAT per product
  • The shipping/handling fee
  • The total payable fee

The user also needs to be informed of shipping time and links to warranty and exchange policy need to be available.
usability, shopping basket
The customer also needs to be able to delete a product or change the number of products.

Also make sure that the customer has both options: to continue shopping and to check out. This is missing in the Tchibo examle.

This was the last part of our 6 part Usability and e-commerce series.

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Usability and e-commerce Part 5: Check out process

by admin on 30. Apr, 2008 in Usability

The worst that can happen to you is to lose your customer during the check-out process.
How to avoid the most serious obstacles:

  1. Availability
    Inform the client before the check out process that an item is currently not available. There is nothing worse than filling in several forms and being informed in the last minute, that you currently can not purchase the product. Show the availability status on every product page.
  2. Payment methods
    Offer several payment methods such as PayPal, Visa and MasterCard. This increases your chance that the client will continue the check out process. Inform him that the data is transmitted secured. In case you have received a “Trusted Shop” certificate, display it prominently. It increases trust.
  3. Back Button
    You just quickly wanted to go back one step to check one entry field and then all your previously entered data was gone. Make sure that the customer always can go back and forth without loosing any entered data. It is tedious enough to type in your card number once.
  4. Credit Card rejection
    Imagine your credit card is rejected. That is always a very unpleasant moment. Tell the client with a friendly easy to understand error. Inform him of what might have gone wrong:
    - The address needs to be the same as on the credit card.
    - The name needs to be the same as on the credit card.
    - What is the CVC Code and where can he find it.
    - Could it be that there is a daily limit on the card? (in case you are selling expensive items)
    - How can he reach the hotline in case it still does not work.
  5. Forced registration
    Don`t force your customer to register in order to simply buy something. To remember his contact and financial data is an extra service you can offer and the return client can benefit from. However, many customers might not be return customers and some simply hate to have to recall login data or to have their data saved and accessible online.
  6. Cross selling
    Cross selling is great, we all agree. However, don’t be too pushy during the check out process. Customers might either get confused or really turned off. Do your cross selling when show casing your other products or after the check out.
  7. Hidden costs
    Honesty always pays off. Show your customer as early as possible fees for shipping, taxes, handling fees and so on. Nobody likes unpleasant surprises at the very last minute.

Check out the entire series:
Part 1) Navigation and homepage
Part 2) Product overview
Part 3) Product detail page
Part 4) Search
Part 5) Check out process

To come:
Part 6) The shopping basket

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Usability and e-commerce Part 4: Search

by admin on 15. Apr, 2008 in Usability

Having a powerful search engine within your site might be the best investment of your money.

The most difficult task is to define the technical requirements your search engine needs to fulfil. Once you have decided on those, 3 major points for the design of your search interface are:

  1. Place the search clearly visible and offer the search entry field on every page.
  2. Make the general search interface as simple as possible. You might want to add an additional filter option such as availability, gender or product category.
  3. Don’t go overboard with defining the detailed search. Studies show, that not too many people ever use it.

And what are people looking for in the result page. 5 points

1) Inform the users of what they typed into the search field.
2) How many results were produced
3) The results should have a clear title and a short summary
4) Show where the result is placed within the site (URL)
5) Let the customer filter the results (i.e. from cheapest to most expensive)

e-bay for example lets you filter the search results, shows an image and a title and in addtion even offers the option to save the search criteria.

Usability and e-commerce: e-bay search results

Check out the entire series:
Part 1) Navigation and homepage
Part 2) Product overview
Part 3) Product detail page
Part 4) Search

To come:
Part 5) Check out process
Part 6) The shopping basket

 

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Usability and e-commerce Part 3: Product detail page

by admin on 08. Apr, 2008 in Usability

Once your customer is on a product detail page he made it half way. Now it is important that the customer can get an understanding and feeling for the product, try to make it tangible. 5 points which are important for product detail pages:

  1. Good product visualisation is crucial. Show the products from different angles, the front and the back and allow the user to zoom in. Show different colour versions. Close ups are especially important where the texture or surface of the product is important such as clothing or jewellery – make the product as tangible as possible. Let the user “touch” it.
  2. The presentation on all the product detail pages should follow the same pattern throughout the site so that the user can learn your site and get accustomed to it.
  3. The most important product details need to be in the visible area without having the user to scroll down.
  4. This is also a great time for cross-selling: Show the customer what other users bought and make pro-active recommendations. It is better to make recommendations on behalf of the behaviour of other users than by yourself. Say: Customers who bought A also bought B instead of We recommend B for people who are interested in A.
  5. The user needs to be informed about the availability of the product. (in case this has not happened on the overview page yet).
  6. If your delivery times are much faster than business standards or much longer mention it.

One really good example is again Esprit.

Sizes, colours, product illustration including zoom and front and back images, addtional product information, availabilit, cross-seeling all is in place

Usability & e-Commerce: Product Detail Page EspritCheck out the entire series:
Part 1) Navigation and homepage
Part 2) Product overview
Part 3) Product detail page

To come:
Part 4) Search
Part 5) Check out process
Part 6) The shopping basket

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Usability and e-commerce Part 2: Product overview page

by admin on 04. Apr, 2008 in Usability

After you have defined your product categories and how to structure them (see Usability and e-commerce Part 1) you are ready to define the product pages. Let’s start with the product overview page:

  1. It is recommended, that the product overview pages follow all a consistent structure. This gives the user the chance to learn your site and with continuing navigation he can orient himself faster.
  2. The amount of products presented should allow the user to gain a quick overview.
  3. The most relevant questions the user has at this stage should be answered. This allows faster scanning of the products and saves the user possible disappointment on the individual product page itself. This includes the listing of the price and availability.
  4. Especially with rather technical or complex products, an online product comparison option is essential to avoid lots of work for the call centre.
  5. In addition, sorting functionalities support the user to “customise” the results to his personal needs, such as price, distance, weight, colour etc.

Let’s have a look at two examples buying a Sony Laptop and a new Esprit Jacket:

On the Sony Laptop overview page, the user receives all the essential data he needs.
They even consider the two target groups returning and new customer. The returning one can add the product directly to the shopping cart the new one can add the product to a wish list.
There is the option for product comparison and a sort option.

Usability Sony Product Overview Page

And the product comparison site: The user can delete rows or columns, start over, get the product advisor and create a PDF for print out and later use.

Usability Sony Product Overview Page

On the Esprit page as well, the product overview page answers the main questions such as: material, prize, availability, colour selection and new arrivals.

Usability Esprit Product Overview Page

Check out the entire series:

Part 2) Product overview

Part 3) Product presentation

Part 4) Search

Part 5) Check out process

Part 6) The shopping basket

 

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Benefits of Good Branding

by admin on 30. Mar, 2008 in Branding

Consistent and targeted brand communication in all communication channels strengthens trust in the company and increases the brand’s value.

The more the branding strategy is in accord with the corporate identity, the stronger the brand will be reinforced with the target group in the long run. By focusing on brand essentials, unnecessary wastage can be avoided and a strengthening of the brand image and therefore also of the brand value can be achieved. The total expenditure for branding activities will not be increased though the overall branding impact will be improved.

The three pilars of Good Branding

Trust in the brand
As soon as the communication strategy in all media is built upon the corporate identity, the user receives a consistent image of the company and its products: with each contact, his trust in the brand is reinforced and affirmed.

Information transfer targeted for your audience
Appeal to the intellect of the user by enabling him to find all the necessary information that he seeks about a service or product. Communicate your company’s message using concise language which is based on the user’s level of experience with your products or services; avoid using trade jargon. Make additional information easily accessible.

Emotional communication
The distinct use of colours, fonts, wording, forms, and images creates the desired emotions and virtual experience of your brand, which should always be based on the company’s corporate identity. The resulting corporate design needs to follow the same rules in all media.

Product and web experience
A user’s interactive experience with the website strongly influences his perception of the company. Flaws in usability and branding can therefore easily lead the user to conclude that the services and products are also inadequate. In contrast, ease of use highly influences the brand

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Benefits of Good Usability

by admin on 28. Mar, 2008 in Usability

Usability increases the success of your website since it focuses on the expectations and needs of your target groups and fulfils certain standards and success criteria.

Fulfilment of expectations
It happens rather frequently that websites are a direct reflection of internal company structures, since the website creators are themselves very familiar with the topics. As a result, internal needs and expectations are prevalent. Good usability assures that the site focuses mainly on the expectations and needs of your target groups and functions in accord with their habits regarding online behaviour.

Usability

High quality
Every website must achieve its intended purpose – providing information, entertaining, selling products, building a user community, etc. In each of those cases the user does not want to think about the interaction itself. The more intuitively a user can use the site, the better. If the site meets user expectations, a feeling of trust and quality is established. This is a great opportunity to distinguish the site from the competitor’s.

Increased retention time
The better the site’s concept caters to the target group and the more intuitively it can be used, the longer the user will stay. The focus is, for example, on how the user can be stimulated to look at further content on the site and on how fast central questions of the users are answered.

Higher interaction rate
Intensive use of a site is the result of a targeted structure as well as information and good interaction design. The site’s benefit is obvious to the user, and he can easily find valuable information. How quickly and how intense does the user get involved with your site? What are the incentives to visit the site again? How are interactive elements used?

Reaching a broader audience
By complying with certain design and publishing guidelines the website can reach a broader target group. The site will be accessible for the elderly as well as for the physically or visually impaired.

Joy of use
Over the last few years, the notion of “joy of use” has received increasing attention. It describes the degree of experienced joy of use of a site or software and indicates the personal satisfaction and motivation to interact.

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Personalized start pages: Why I fulfil my information needs otherwise

by admin on 18. Feb, 2008 in Branding

Have you heard of those great Web sites, so called “Personalized Start Pages”, which will make life so much easier? There was a big hype starting in 2005, and almost all the big portals and news providers jumped on the band wagon – now we can see more failures.

The idea behind the concept sounds tempting at a first glance:
Personalized start pages allow their users to get all of their favorite websites, blogs, news, weather, maps, events, address books, to do lists, email accounts, social networks, search engines, video and photo networks – you name it – in one place, and users then can share the page with their friends.

What are the flaws
Have a look at the screenshot below: E-Mail, Flickr, Youtube, maps, etc.
Now consider the following scenarios and the users’ needs:

  1. He wants to check his E-Mail: Where does he go?
    His start page or his E-Mail account?
  2. He wants to check out the news on Youtube: Where does he go?
    His start page or Youtube?
  3. He wants to upload some images to Flickr: Where does he go?
    His start page or Flickr?
  4. He needs directions: Start page or Google maps?

You get the pattern.

So what are the benefits?
That is the big question. Users will fulfil their needs directly. The obstacles of configuring the start page and the loss of time do not match the benefits. A simple start page where a user can assemble all his favorite RSS feeds can offer a quick overview of all the sites’ news, and weather info is a feature many users appreciate. However, most features offered on those sites only mean a click more for the user, and therefore the user would rather go directly to the desired target such as Youtube, the E-Mail account or Flickr.

This is also why Flickr, Youtube, delicious, Facebook and many others got sold or received substantial venture capital. Despite the fact that several Personalized start pages got impressive media coverage, there is little business hype heard.

Lessons learned:
One of the most important factors for being successful is creating a business strategy that fulfils a concrete user need.
And yes, I am still wondering about the business models of today’s personalized start pages.

Who are the players?

Live

http://www.live.com/ Yahoo

http://my.yahoo.com/ Google

http://www.google.de/ig Netvibes

http://www.netvibes.com/ Start

http://www.start.com/ Protopage

http://protopage.com/v2 Pageflakes

http://www.pageflakes.com/ Inbox.com

http://inbox.com/ My AOL

http://feeds.my.aol.com/ My Lycos

http://my.lycos.com/ My Netscape

http://my.netscape.com/ My Earthlink

http://my.earthlink.net/Who has stopped their services? Mein T-Online http://mein.t-online.de

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Cultural differences: British versus German Web site content and wording

by admin on 14. Feb, 2008 in User Experience

Let’s assume business is going well and it is time for expansion. So, let’s simply translate our Web site and go live. This approach might seem logical and the most cost-effective.

However, deciding about which content should go on a site should not only be a matter of translation. Content also needs to meet your customers’ expectations, and those vary from culture to culture. Below is an example for companies which offer services.

Let’s do some stereotyping:

Germany
In a typical business meeting, you’d expect fast and efficient presentation of facts and figures followed by negotiations and then closing the deal. Your language should be formal; using the first name is only appropriate in some business fields. Then, in case precious time allows, you might go for a beer together.

England
You first get offered some tea, you talk about last weekend, your kids, sports, etc. You laugh and take your time. These days almost everybody addresses each other on first name basis. No Sir or Madam. Then you talk about business.

These cultural differences are reflected in the use of language and content on most websites:

Germany

  • Language: Often you find a rather abstract list of: We do X, Y, Z and optimize A, B, C. The facts. Straightforward.
  • Content: Factual and detailed presentation of content, whitepapers, references
  • Establishing trust: Presentation of know-how and skills

England

  • Language: A quite generous use of the imperative can be found: Improve X, Y, Z and you will benefit from A, B, C. The text is much more commonly written in the form of a dialogue with the (potential) customer
  • Content: More engaging content, proof of satisfied clients and customers
  • Establishing trust: Listing of testimonials of previous customers. This happens to a much further degree than on German sites. Some sites even include video interviews with their customers about their satisfaction of the services provided (for example: www.lcm.co.uk). Referrals are also important.

One example of “Establishing trust”: Xing versus LinkedIn
Cultural subleties are also visible in the business network communities of the two countries. While in England LinkedIn is the predominant site, XING is the commonly used one in Germany. Certainly the two sites’ business strategies are not exactly the same, and labelling is another topic in itself. Nevertheless, I found these differences to be a good example of the cultural subtleties.

————————————————————————————

XING
In XING users introduce one another (see upper right-hand side),
and the main profile navigation points are:
Business Details | Confirmed Contacts | About me | Guestbook

User Experience XING

————————————————————————————

LinkedIn
In LinkedIn the first navigation point is “recommend“ (see upper right-hand side.),
and the main profile navigation points are:
Profile | Q&A | Recommendations | Connections

User Experience LinkedIn

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