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Don’t Get Dumped

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We live in a society that places an incredibly high level of importance on image. In this image-conscious, hyper-competitive business world we live and work in, using web design to effectively convey your company’s brand, corporate culture and values is essential for setting your business apart from your competitors. This makes your business’ website incredibly important, considering it’s the first place people go to learn about your company.

Is the design of your company’s website getting people excited about your products and services? If your website looks outdated, what message is being sent? Is the image your website is presenting accurate? When your potential customers, future employees or prospective investors visit your website, what is the design telling them about your brand?

Web design impacts not only your brand and how outsiders perceive your company, it also impacts how effectively your search engine optimization efforts will perform. You might be asking yourself what web design has to do with SEO. Well, Yahoo, Bing and the guys over at Google track how much time people spend visiting your site. So, when visitors land on your site and aren’t instantly engaged, they’ll hit the back button before they’ve even read a line of copy. Websites that can’t hold the attention of visitors, can’t hold the attention of search engines, either.

While the “love at first sight” factor is important, like any good relationship, you need to be engaging as well. Good design should have the end user in mind. A beautifully designed website that is easy to navigate and effortlessly promotes your brand attracts new customers and keeps them coming back. Quality web design could be the difference between building a new relationship and getting dumped.

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An Ounce of Preparation = A Great Design

Back when I was just a wee young designer, I used to jump onto Photoshop the second I started a new design. The result was lots of rework, and lots of wasted time.

Over the past few years I’ve settled into a process that instead focuses on upfront preparation. I’ve found that spending a bit of time on prep saves a lot of time in the overall design. And, I get better results with a less stress.

So here’s my process. Call it “Alexis’ secret for a stress-free design.“

  • Start with an idea file. I start by researching my customer’s audience and competition. I try to figure out what works on different sites and what doesn’t. I also flip though website galleries and design annuals, looking for pieces of inspiration that fit with my customer’s goals and can start to spark a design.
  • Move to sketches. Once I have a direction in mind, I start sketching. Often I’ll work on just one element of the site first — the header or the footer, or maybe the navigation. I like to get one component right, then build the rest of the layout around that.
  • Choose a color palette. After I’ve got a basic layout, I start to think about color. Often I’m working with a client’s existing brand colors, but want to create a richer, complementary palette for the web. I sometimes visit sites like kuler.adobe.com as a jumping-off point for ideas.
  • Head to Photoshop. Once I’ve got the building blocks of the site– the layout and color palette – I can jump onto Photoshop and create the final design. At that point, Photoshop is just a matter of executing the concept I already have – easy peasy.

It’s important to spread this process over two or three days. I get much better results if I have time to let the design concepts sink in, if I can sleep on them. Inspiration often strikes not when I’m plowing through a project, but when I take a moment to step away from it.

It’s also important to get feedback between every step in the process – an external perspective on whether I’m on the right track. That stops me from going too far down the road on a design if it’s not quite right for the customer. Saves me time, saves the customer money.

That’s what I call a win–win.

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Persuasive Design and Your Four Key Customers

In our previous post this month, we talked about usability – the importance of making sure your site is easy to use and navigate.

Just as important as usability is persuade-ability. Designing a persuasive site goes beyond making sure users have the ability to perform certain tasks. It involves creating a site that encourages them to perform those tasks.

Persuasive design expert Andrew Chak, in his oldie-but-a-goodie Submit Now, discusses one of the most important elements of persuasive design – ensuring that your site addresses customers at all phases of the buying cycle. Chak categorizes these folks as either browsers, evaluators, transactors, or customers.

Mega-retailer zappos.com owes its huge success ($1 billion in 2008 sales) in part to how well it addresses these four unique audiences.

  • Zappos makes life easy for browsers by letting them sort shoes using a huge variety of filters – so you can view only wide shoes, for example, or animal print shoes, or Mary Jane-style shoes, or clog-style shoes with 2 ½ inch heels … you get the picture.
  • They help evaluators by providing detailed information about each shoe a customer is considering. You can view a pair a shoes from 8 different angles; find out if you should order your standard size, or a half-size up; review 8 to 12 additional specs about the shoe, such as weight and composition; and read extensive customer reviews (often as many as 60 or 70 per product).
  • They helps transactors by making the buying process simple – and the return process simpler, as Zappo’s loyal customers love to rave about.
  • Finally, Zappos helps customers with services like providing an online catalog of past orders, stretching years back – and sending personalized emails a year after your purchase asking if you’d like to order a fresh pair of the same shoes.

Many elements influence the persuasiveness of your site, but a good place to start is by asking this question: Is my site talking to my four critical customer groups?

Want our opinion? Contact us anytime.

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How usable is your site?

How usable is your site?

If you asked your customers to discuss the fine points of web usability, you’d probably get a blank stare.

But would your customers recognize a site with poor usability? You bet. And by recognize the site, we mean leave the site – immediately.

Usability is about creating websites that make life easy for your users. So they stay on your site, easily moving through your navigation, easily finding how to contact you, easily making purchases.

Unfortunately, too many sites make life tough for their users. We won’t go into all the ways this can happen, but here are a few of our pet peeves.

  • Confusing navigation. Too often navigation is structured from the perspective of the company rather than the user. For example, we recently tried to register our kids online for summer camp. First we tried Registration, then Programs, then Events. Nada. Finally we took a wild guess and tried Classes – under which we found summer camp. Do you really want your customers to play guessing games before they can buy something?
  • Links that don’t behave predictably. Web users have become accustomed to certain navigation elements behaving in certain ways. We expect to click on your logo and be directed to your home page. We expect to click through long content using Previous and Next buttons. When we can’t do these things we get frustrated with you. We lose belief in your site.
  • Hidden Contact Us information. There’s nothing more frustrating than searching fruitlessly for a company’s phone number or address. First you look for a “Contact Us” page at the top. Then you look in the footer. Then, with increasing annoyance, you start digging through pages with names like “Our Firm” and “Get to Know Us.” When customers are at the critical moment of converting to a sale or seeking more information, it should be incredibly easy for them to contact you – not incredibly annoying.

So many elements go into creating highly usable sites; several basic checklists are available online. But all of them are based on a focus on the user – what she is looking for, what she expects, what she needs from your website and your company. Without that focus, all is lost.

Want to talk about your site’s usability?