Articles

5 Ways That UX Developers Influence SEO 

, ,

User Experience is a crucial consideration for any web developer or designer; the only way to ensure that you’re delivering a successful website is to ensure that the end-user or customer will feel comfortable using it. 

A strong user experience increases your client’s chances of successful audience engagement and conversions.

What you might not realize, however, is that the strategies you use to enhance UX as a web developer or designer can also influence how the search engines respond to a website. 

Though many designers assume that SEO (Search Engine Optimization) is the work of a copywriter or content producer, there are design elements to consider too. 

After all, the definition of optimization is “the action of making the best version of a resource.”

So, how are UX and SEO connected?

Adding UX to a Successful SEO Strategy

SEO used to be easy. To stand out on the search results, you just needed to stuff a page full of as many keywords and phrases as possible. Now, it’s a little more complicated. 

Leaders in search engine development, like Google and Bing, know that they need to offer their customers excellent experiences to keep them. In this new experience-focused landscape, SEO and UX share common goals. 

Search engines don’t just want to provide customers with any answers to their questions. Instead, Google and its competitors are using everything from artificial intelligence to machine learning algorithms to ensure that search results are accurate, relevant, and engaging. 

In the same way, user experience is about providing users with easy access to the information and resources they want. 

Now that SEO is a multi-disciplined approach, UX is just one of the essential tools that makes it possible for developers to optimize their websites properly. 

Where UX Developers Influence SEO 

There are plenty of connections between UX and site indexability. 

We all know that since 2018, site speed has become a crucial ranking factor for companies in search of better search results. As a developer, it’s up to you to ensure that there aren’t too many elements weighing a website down that would prevent it from delivering fast results. 

Bounce rate is another critical factor in search engine ranking algorithms. When customers click on a website, Google wants to see that they get the answers they want. If your navigation is difficult to understand, or the correct information isn’t easy to see on a page, end-users will just hit the back button. 

Let’s take a closer look at how developers can influence SEO with their UX strategies. 

1. Site Navigation and Ease of Use

It’s no secret that today’s digital consumers crave easy-to-use sites.

A complex website with pages ranking for different terms might seem like an excellent idea for SEO. However, from a UX perspective, the easier it is to navigate your website, the more your end-users will benefit. 

According to a study from Ahrefs, well-optimized pages that rank for several keywords can be more beneficial than dozens of pages ranking for similar terms. At the same time, if the search engines have difficulty crawling all your pages due to a poor site navigation strategy, then some pages won’t get indexed. 

So, how do you improve navigation and SEO at once? Follow the proper structure for your site first, categories and subcategories on the retail page help customers find exactly what they need. A solid internal linking structure allows the crawlers to examine your website and index each essential page individually.

Keep navigation simple when designing a website for both UX and SEO potential. 

2. User-Friendly Page Layouts

There are countless cases where poor layout design and formatting disrupts SEO potential. For example, cluttering a page with too much information makes it tougher to read and index. At the same time, if your pages aren’t attractive and easy to navigate, customers are more likely to hit the back button. 

If customers come to a website and immediately leave it again, this tells the search engines that they’re not finding what they need on those pages. That means Google will bump you to a lower position on the SERPs. 

So, how do you make your layouts more UX and SEO-friendly?

  • Get your category pages right: Say you’re creating a blog page for your client. They want to list all of their blogs on one main page while linking to separate locations for each article. A design that puts a large chunk of content from each blog on the main page can be problematic for UX and SEO. It means your customers have to scroll further to find what they need. At the same time, the search engines never know which words to rank that main page for. On the other hand, listing blogs on smaller cards, as Fabrik does in this example, makes sorting through content easier. 
  • Leverage headers and tags: Your customers and the search engines habitually “scan” your pages. When trying to improve UX and SEO simultaneously, you must ensure that it’s easy to find crucial information quickly. Header 1 or H1 tags can help by showing your audience your website’s critical sections. Title tags also give search engines more information on the term you want to rank for. Organizing your content into a structure that draws the eye down the page also means your customers are more likely to stay on your website for longer. That shows the search engines that you have quality, relevant content. 
  • Make the most of images and videos: Visual media isn’t just an excellent way to engage your audience. With videos and pictures, you can convey more vital information in a quick and convenient format. This leads to greater satisfaction from your audience from a UX perspective. However, visual content is also great for SEO. You can optimize every image with alt text and meta descriptions. That means you have a higher chance of ranking both in the main search results and the image searches on Google. 

3. Using Search Data to Inform Site Architecture

Today, SEO is less about building hundreds of landing pages for individual queries. Now, it’s more important to take a simple, de-cluttered approach with your website. SEO can determine what kind of architecture you need to create for a successful website. 

For instance, say you wanted to rank for eCommerce SEO. There are tons of related words that connect to that primary search term. Rather than making dozens of different pages that try to rank for distinct phrases, you can cover a lot of other ideas at once with a larger, more detailed piece of content. 

If a topic is too big to cover everything on a single page, then you might decide to create something called “pillar” content out of your main terms. This involves using one main page where you discuss all of the topics you will cover. Then, you design several smaller sub-pages that link back to that central pillar. 

Once again, this helps the search engines to navigate your website and index your pages while assisting the customers in finding the correct information. At the same time, you combine more pages on a website and remove anything that might be detracting from your site’s authority or not offering enough value. 

4. Improving Website SERP Listings

It’s easy to forget as a developer that a customer’s first experience with a website won’t always happen on that site’s homepage. Usually, when your customers are looking for solutions to a problem, they’ll find your website on the search engine results instead. 

This means that you need to ensure that you make the right impression here:

There are a few ways that developers can ensure the search engine listings they create for their clients are up to scratch. For instance, a reasonable title tag for each page that includes appropriate keywords is excellent for SEO and UX. A title tag lets your customers know they’re in the right place and helps them find the information they need. 

Remember, around eight out of ten users on search engines say that they’ll click a title if it’s compelling. 

Another component you have control over as a developer or designer is the “rich snippet.” Rich snippets are the informative chunks of content that Google adds to a search listing to help it stand out. You can use rich snippet plugins on a website to tell Google what kind of extra information you want to include on a page. 

For instance, you might want a company’s ratings to show up on your search results, so customers can see how trustworthy they are:

5. Local Business Rankings

When you’re creating a website for a company, it’s easy to forget about local rankings. We see the digital world as a way of reaching countless people worldwide. Local orders are easier to overlook when you have a global scope to work with. 

However, as a developer, you can boost a company’s chances of attracting the right local audience and boosting its credibility. For instance, you can start by ensuring that the correct directory information appears on your client’s website and social media profiles.

Another option is to create dedicated location pages for each area the company serves. This will make it easier for clients to find the contact details they need for their specific location. 

At the same time, pages that have been carefully optimized to rank for specific locations will earn more attention, specifically from search engines. The more of the search engine landscape your client can cover, the more chances they have to attract new customers and leads. 

Combing SEO and UX

In a world where experience is crucial for every business, it’s no wonder that UX and SEO are blending more closely together. There are a lot of areas where SEO and UX work in harmony together if you know where to find them. Improving your client’s SEO ranking with UX doesn’t just mean ensuring that their pages load quickly anymore. 

Simple strategies, like making sure a call-to-action button is clickable on a mobile page, can simultaneously boost a website’s UX potential and SEO performance. At the same time, adding images and alt text to a website provides search engines with more information while adding context to your content. 

The key to success is understanding how SEO and UX work together. If you look at SEO and UX as part of the same comprehensive strategy to give end-users a better online experience, achieving the right design goals is much easier. 

Of course, just like any strategy, it’s also worth making sure that you take the time to track the results of your UX and SEO campaigns. Examine which systems help you, and examine customers from an SEO perspective with design and development strategies.

 

Features image by gstudioimagen on Freepik

Source

The post 5 Ways That UX Developers Influence SEO  first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

Exciting New Features in Safari 16

,

Apple has released an OS update. Packaged in with it is the latest version of Safari, 16.

Expected to be released ahead of next month’s macOS 13, Safari 16 is packed with updates, making it one of the most capable browsers available.

For web designers, the significance is the forward momentum in web technologies that enable freer design work and fewer hacks to achieve complex layouts. Little by little, CSS recommendations are being implemented to the point that using JavaScript for layout is rapidly becoming as unnecessary as it is disliked.

Some of this was announced in June in the Safari 16 beta. But a lot has been added in the last couple of months. So here’s what’s new in Safari 16 today.

CSS Container Queries

The most exciting addition to Safari 16 is CSS Container Queries.

It is hard to understate how in-demand this feature has been; if you imagine an edit button on Twitter that gifted you crypto every time you corrected a typo, you’d be getting close to how popular this feature is.

Until now, media queries have detected the whole viewport. And so, if you have an element like a card, for example, that needs to change at smaller viewports, you need to calculate the available space and adapt the element’s design accordingly. Unfortunately, this frequently gets out of sync with edge cases causing more than a few headaches for front-end developers.

Media queries are severely restrictive to modern layout methods like Grid that wrap elements automatically because there is no way to detect how the elements are laid out.

Container Queries solve this by allowing you to define styles based on the size of the actual containing element; if a div is 300px wide, the contents can have one design, and if it’s 400px wide, they can have a different design—all without caring what size the whole viewport is.

This is dangerously close to OOP (Object Orientated Programming) principles and almost elevates CSS to an actual programming language. (All we need is conditional logic, and we’re there.)

The latest versions of Chrome, Edge, and now Safari (including mobile) support CSS Grid. Even discounting the rapid decline of Twitter, this is way more exciting than any edit button.

CSS Subgrid

Speaking of Grid, if you’ve built a site with it (and if you haven’t, where have you been?), you’ll know that matching elements in complex HTML structures often results in nesting grids. Matching those grids requires careful management, CSS variables, or both. With CSS Subgrid, grids can inherit grid definitions from a grid defined higher up the hierarchy.

CSS Subgrid has been supported by Firefox for a while but is not yet part of Chrome or Edge. Until there’s wider support, it’s not a practical solution, and using a fallback negates any benefit of using Subgrid. However, its introduction in Safari will surely herald rapid adoption by Google and Microsoft and moves the web forward considerably.

CSS Subgrid is likely to be a practical solution within 18 months.

AVIF Support

AVIF is an exceptionally compact image format that beats even WebP in many instances. It even allows for sequences, creating what is essentially an animated GIF but smaller, and for bitmaps.

AVIF is already supported by Chrome, with partial support in Firefox. Safari now joins them.

AVIF support is one of the more valuable additions to Safari 16 because you’re probably already serving different images inside a picture element. If so, your Safari 16 users will begin receiving a smaller payload automatically, speeding up your site and boosting UX and SEO.

Enhanced Animation

Safari 16 introduces some significant improvements in animation, but the one that catches the eye is that you can now animate CSS Grid.

Yes, let that sink in. Combine Container Queries and animation. The possibilities for hover states on elements are tantalizing.

Safari 16 also supports CSS Offset Path — known initially as CSS Motion Path — which allows you to animate elements along any defined path. This enables the kind of animated effect that previously needed JavaScript (or Flash!) to accomplish.

Chrome, Edge, and Firefox all support CSS Offset Path; the addition of Safari means it’s now a practical solution that can be deployed in the wild.

Web Inspector Extensions

Announced as part of the beta release, Web Inspector Extensions allow web developers to create extensions for Safari, just as they would for Chrome.

Web Inspector Extensions — or Safari Extensions as they’re destined to be known — can be built in HTML, CSS, and JS, so the learning curve is shallow. It’s a good route into app development for web designers.

Because the underlying technology is the same as other browser extensions, anyone who has made a Chrome, Edge, or Firefox extension will be able to port it to Safari 16+ relatively easily. As a result, there should be a rapid expansion of the available extensions.

Improved Accessibility

Accessibility is key to an effective and inclusive web. Be like Bosch: everybody counts, or nobody counts.

When testing a design for accessibility, emulators don’t cut it. In my experience, Safari has some of the most reliable accessibility settings, especially when it comes to Media Queries like prefers-reduced-movement.

Further gains in this field mean that Safari continues to be an essential tool for QA tests.

Reduced Resets

Finally, I want to throw up my hands to celebrate the reduced number of non-standard CSS appearance settings.

For years we’ve been prefacing our style sheets with elaborate resets like Normalize, designed to undo all the assumptions browser developers make about design and the UI preferences of their engineers.

Safari 16 has reportedly “Removed most non-standard CSS appearance values.” How effective this is and how much we can rely on it given the other browsers on the market remains to be seen. However, like many of Safari 16’s changes, it’s a step towards a browser that’s on the developers’ side instead of an obstacle to overcome.

Source

The post Exciting New Features in Safari 16 first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

What Customer-First Web Design Looks Like

,

The purpose of a website is to reach new customers and keep current ones engaged. Therefore, customer-first should be at the top of your list for design features. After all, without your clients, your business won’t grow or succeed.

Customer-first has been a buzzword for a few years now. In a nutshell, it’s easy to imagine what customer-first design means. The needs of consumers come before anything else. However, the concept isn’t quite as simple in practice. A lot of nuances enter the equation.

Just what does it mean to have a customer-first web design? What are the must-haves to reach users on their level and keep their attention for the long haul?

Embracing quality customer experiences has driven loyalty for as long as anyone can remember. However, we now live in a time of uncertainty, and when people leave companies on a dime if they’re dissatisfied with any aspect. So you must hit the high notes on every song – your website is your purest online persona and must engage users and keep them entertained.

Whether you embrace causes that matter to your customers and share information on them or tweak your design to meet accessibility guidelines, many factors come into play with a customer-centric design.

In a recent report, researchers found that about 88% of company leaders feel customer engagement impacts revenue. You can’t control every variable, but you can ensure your website hits all the strong points for a customer-first web design that grabs them and keeps them on your page.

Here are our favorite tips to create a customer-first approach. You may already be doing some of these things. Pick and choose what makes the most sense for your business model. Even small changes can have a big impact.

1. Know Your Customers

Before creating a website centered around your customers’ needs, you must know who they are. What are the demographics of your typical clients? Survey them and find out what their needs and expectations are. How can you best help them?

You may also want to survey them about your website. What’s missing that might help them? Is there anything they love? What do they hate? The more you know, the better your design can match their expectations. Create buyer personas based on their preferences.

At the same time, buyers will sometimes say one thing but actually feel another way. No one is quite sure why people do this when being surveyed. One way around that issue is to do some A/B testing to see how they actually feel about various changes. Do they respond the way you thought? What other adjustments need to be made?

2. Find the Right Color Palette

Different industries trend toward various hues. For example, businesses in the banking industry trend toward blues and occasionally reds. Blue elicits trust from users and has a calming effect. On the other hand, the fashion industry might tap into brighter shades, such as lime green. Think about what colors people expect in your industry, and then find your color palette.

Each hue has its emotional impact. For example, red is a color of power and can elicit excitement in the viewer. Choose your shades accordingly to get the most emotional punch possible.

3. Accept Feedback

One of the best ways to improve your site over time to match the needs and preferences of your audience is by allowing feedback. Add reviews, place a feedback form in your footer, and even send out requests for feedback to your mailing list.

It’s also a good idea to find a mentor who has been successful at running a business. Ask them to look at your site and give you advice. You might also enlist the help of a marketing professional.

4. Stick With the Familiar

Have you heard of Jakob’s Law? The rule of thumb states that people prefer common design patterns they’re most familiar with. So when they see a pattern they know, such as a navigation bar layout, it boosts their mood and improves their memory of the site.

When making edits, don’t make significant changes. Instead, implement minor adjustments over time to give your followers a chance to acclimate to the shift.

5. Cut the Clutter

If you want users to feel wowed by your page and engage, you have to limit their choices. Add in too many options, and they may not know where to go first.

Start by choosing an objective for the page. Cut anything that doesn’t point the user toward the goal. Ideally, you’d have a little info, an image, and a call to action (CTA) button. However, this may vary, depending on where your buyer is in the sales funnel and how much information they need to decide to go from browser to customer.

6. Choose Mobile Friendliness

Recent reports indicate about 90% of people use mobile devices to go online at times. With phones gaining greater capabilities and 5G bringing faster speeds to communities, expect people to use their mobile devices even more frequently for internet browsing.

Making sure your site translates well on smaller screens makes sense for your company and for your customers. Be sure to test everything. Click through all links. Fill in forms. Ensure images and text auto-adjust to the correct size, so people don’t have to scroll endlessly.

7. Make Multiple Landing Pages

Like most businesses, you probably have several buyer personas as you segment your audience. Don’t just create a single home page and expect it to fulfill the purpose of every reader. Instead, create unique pages for each persona to best meet their needs.

Make sure each landing page speaks in the natural language patterns of your specific audience. Think about the unique needs of each group. How do their pain points differ? How can you best meet their needs?

8. Keep Important Info Above the Fold

People are busy. They work, have families, and might visit your site on the 15-minute break they get in the afternoon. Most consumers want the information they need to decide and don’t want to dilly-dally around with other things.

Place the essential headlines and info they need above the fold, so they see it first. Make it as readable as possible by using headings and subheadings. Add in a few bullet points. People also absorb information easier in video format, so add a video highlighting your product’s or service’s main benefits.

You should also place a CTA button above the fold if it makes sense for your overall design. Keep in mind people may have visited and already read some of the information. Some users return just to sign up and want to find the CTA quickly.

Step Into Your Customers’ Shoes

Look at your site through the eyes of your audience. What works well? What needs to be adjusted? Over time, you’ll develop a customer-first web design that speaks to those most likely to buy from you. Then, keep making changes and tweaking your site until it hits the perfect balance for your customers.

 

Featured image via Freepik.

Source

The post What Customer-First Web Design Looks Like first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

How to Measure Live Chat Performance

,

Live chat is one of the most powerful tools for customer experience in the current marketplace. 

In a world where customers are constantly connected to the online world, online chat is a reliable way of getting quick solutions to common problems. 

Today’s consumers prefer talking to an agent over chat to calling a contact center, and they often feel that live chat is less frustrating than waiting for the right person to answer the phone. 

Of course, like any digital tool, live chat is only effective when using it correctly. Today, we’re going to show you the crucial KPIs you need to consider if you want to ensure that your chat strategy is delivering a tangible return on investment. 

The Most Important Metrics to Measure for Live Chat

These days, implementing live chat tools is easier than ever. 

You don’t necessarily need to hire a professional developer unless you want a specialist widget with specific functions and unique branding. Many plugins and tools for sites built on Shopify and WooCommerce allow you to instantly access chat functions. 

However, just because implementing live chat is easy doesn’t mean that there aren’t countless ways for your strategy to go wrong. Keeping an eye on these crucial KPIs and metrics ensures you’re making the right impression with your chat strategy. 

1. First Response Time

First response time is a crucial live chat metric. This measures how long customers need to wait before someone responds to them. Technically, this metric only refers to how quickly an actual agent responds to your customer, so automated “thanks for getting in touch” messages don’t count. However, immediately responding with one of those messages can convince your audience to stick around for a little longer. 

The faster your agents can respond to messages and solve problems, the better your brand reputation becomes. The good news is that a good live chat strategy can lead to pretty quick response times. The average time for an agent to see a live chat message is around 2 minutes and 40 seconds.

To improve your FRT statistics, make sure you:

  • Invest in chatbots: AI chatbots can support customers 24/7 with handy, self-service functionality. These tools will also filter out the customers waiting for an agent who can find a solution to their problem on your FAQ page.
  • Prepare canned responses: Quick responses to common queries can help you to address a problem much faster. In addition, preparing canned responses will ensure that your team members can quickly respond to more customers. 
  • Increase your resources: Ensure you have the right hand and enough agents to handle peak demand.

2. Average Resolution Time

The first response rate only looks at how quickly someone responds to a customer’s message for the first time. However, it doesn’t show how rapidly you deal with client problems. Average Resolution Time is the metric that helps to measure customer satisfaction by seeing how long it takes to get to a point where your customer can close the chat. 

If it takes too long for your employees to solve problems, there’s an increased risk of your customers becoming annoyed and frustrated. Additionally, the longer agents take dealing with each individual chat, the more other consumers will have to wait for someone to become available. Finally, the longer it takes to resolve an issue, the more customer satisfaction decreases.

The key to success is ensuring that the right agent deals with the correct customer and that everyone on your team is empowered with the appropriate tools and information. Boost resolution time by:

  • Giving customers a quick self-service solution: For common questions, make sure that you have an FAQ section that you can direct your customers to. In addition, a chatbot that can offer quick canned responses to regular queries can save time. Plus, they’re great for reducing the pressure on your agents’ shoulders. 
  • Integrate CRM tools with live chat: Make sure your agents have access to information about each customer as soon as they start the conversation. This information should include the customer’s name, what they’ve purchased before, and if they’ve issued any support tickets. Integrating with the CRM makes it easier for agents to jump straight into the action without needing the customer to explain everything first. 
  • Keep resources handy: Your team members should have instant access to all the information they need to answer customer questions. Ensure that searchable data repositories are available for everyone on your live chat team. 

Remember, routing tools that automatically send customers to the agent with the proper knowledge or skills will also improve response times and reduce the number of times a customer needs to repeat themselves. 

3. Chat to Conversion Rate 

Live chat tools aren’t just an avenue for problem resolution. Although customers can get excellent service through live chat, they also look to chat to collect information before a potential purchase. Around 38% of customers say that they end up purchasing a positive live chat experience. 

The live chat app on your website can provide real-time assistance for sales queries, converting leads, and maximizing your return on investment. However, to determine how successful your chat system is at encouraging sales, you must look at the chat to conversion rate metric. 

Essentially, you measure the number of chats your company has been involved in, then compare that number to the total number of conversions from those customers. It might be helpful to narrow down your results here by using your data and analytics tools to separate your total number of live chats into those intended for sales information and those requiring assistance. 

If your chat to conversion rate isn’t as high as you would like, there are lots of things you can do to start making a positive impact:

  • Automatically launch a chat: As soon as someone comes to your website, launch a chat window with a bot that asks whether you can help your customer. You can even include a list of commonly asked questions so your customer can get help faster. 
  • Follow up on chat conversations: Make sure you follow up on any questions that customers ask on your chat widget with an email. This is a great way to reach out to customers that may have been distracted and ended up abandoning their cart.
  • Personalize suggestions: Use AI insights and information from your customer management tools to determine which products are most likely to appeal to each customer, then suggest those items. Remember to ensure that your tone of voice in the chat matches your brand too. 

Remember, the faster you can answer customer queries and address their concerns with your live chat strategy, the more likely the chat will lead to a sale. Ultimately, customers are convinced to purchase when they believe they can trust your business to deliver excellent experiences. 

4. Customer Satisfaction Score

The customer satisfaction score is probably one of the most critical metrics in any customer experience strategy. It directly measures customer satisfaction levels and gives you an insight into how well you’re doing from the perspective of your target audience. 

The best way to measure CSAT through live chat is to add a survey to the end of the chat session. For instance, you could ask, “How would you rate this session on a scale of 1 to 10”. Then, based on the score, you’d calculate a “Net Promotion Score.” Each score falls into one of three categories: “Detractors 0-6”, “Passives 6-8,” and “Promotors 9-10”.

The more information you collect about your CSAT score, the easier it will be to determine where you’re going wrong with your live chat strategy. On the other hand, if the score is pretty good after a chat session, you’re probably on the right track. To improve your overall score:

  • Encourage feedback: Getting people to leave feedback, even on a live chat app, can be difficult. Offering customers the chance to win something in exchange for their insights could help you to get more data. 
  • Follow up: Connect with your “detractors” to find out what you did wrong. Follow up in the live chat session by asking if they’d like to leave a more comprehensive review. Alternatively, you can send an email asking for additional information. 
  • Reach out to promotors: Connect with the people who give you the most favorable scores to ask them for their insights. Find out what they enjoyed most about the experience and request a review that you can place on your website for social proof. 

5. Missed Opportunities

The longer someone waits for you to answer their question in a live chat or respond to their initial message, the more likely they’ll give up on the conversation. Unfortunately, this means that your company ends up with missed opportunities. You lose the chance to potentially make a sale, delight a customer, and strengthen your brand reputation.

While you might assume that your customers will know you can’t be available to answer all of their questions immediately, that’s not the case. INC tells us that 51% of consumers believe a business should always be open. So every missed chat is another negative mark against your reputation. 

If you discover that your team is missing a lot of chat chances, this could be a sign that you don’t have enough resources available in this area. However, there are a few ways that you can reduce your chances of missed opportunities, such as:

  • Hiring more team members: If you know that there are times of the year or week when you have peaks in demand, ensure that you have the correct number of staff members available. 
  • Using chatbots: Chatbots won’t be able to answer all customer questions, but they can deliver quick responses to commonly asked queries and reduce the risk of lost opportunities.
  • Provide alternative forms of communication: if your customer can’t reach you on live chat, make sure that there are other options available, like a phone number and email address or a form where your customer can automatically submit a ticket. 

6. Total Number of Chats and Tickets

Keeping track of the total number of tickets your customers submit, alongside the number of chats your employees engage in, will give you helpful information. First, the total number of conversations shows how many customers are taking advantage of your live chat function on the website. 

You’ll also be able to compare your total number of chats to the number of resolved problems you deal with for your customers. For example, comparing your total number of chats to an unlimited number of tickets shows you how many customers have been left to rely on other sources of communication. You can also see how good your employees are at following up with tickets issued by customers. 

When you’re analyzing your number of tickets and chat sessions, you might notice that many of the queries you dealt with were connected to specific questions or topics. If that’s the case, you might be able to create a new FAQ page for your customers or provide your chatbot with extra information that it can use. 

If you’re getting more support tickets through alternative means than live chat, it might be time to ask yourself what’s wrong with your live chat performance and why your customers choose not to use it. 

Improving Live Chat CX for Your Business

Live chat can be a powerful tool for improving customer experience and an excellent way to strengthen your relationship with existing and potential clients.

Step into the shoes of your customer and discover what it feels like to walk through the whole live chat experience, from the moment that you send a request to the live chat team to the moment when you close down the chat with a solution to your problem. Other quick tips include:

  • Getting the software right: Make sure your live chat app is easy for your end customers and your employees. The chat app you use should be convenient and suit your brand. It also needs to collect information effectively without causing problems like GDPR and regulations. Get a developer involved if you think you have a problem with your chat functionality. 
  • Guide your team: Remember that your team needs to know how to use the live chat tools available effectively if they’re going to deliver the best results to your customers. Make sure you give your employees scripts to deal with problems if needed. In addition, chatbots that can quickly grab information from integrated CRM tools and other solutions could make your agents’ lives much more manageable. 
  • Pay attention to feedback: Ask your customers for feedback on their live chat experiences whenever you can. Ensure you pay attention to what they say they like and dislike about the encounter. If you can listen to your customer’s opinions, they’ll give you a lot of helpful information to work with when you’re enhancing and optimizing your live chat strategy. In addition, listening to your audience shows that you have their best interests at heart.

Remember, as well as customer feedback; you might be able to ask your employees for their insights into how you can improve live chat performance too. Employees also work with these tools regularly, so they know which features are more problematic than others. 

Measuring and Improving Live Chat

Live chat functionality isn’t something that you implement into your website and forget about. Instead, like any form of customer service or engagement tool, your live chat solution should be something you test regularly and constantly update to suit your customers’ needs. 

Knowing which metrics to measure when examining live chat functionality and performance will boost the experience you can give your audience and even open the door for better relationships with clients in the long term.

Source

The post How to Measure Live Chat Performance first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

How to Measure Product Success

,

What is success for you? When do you feel that you succeeded in your job? Is it when you are promoted? Maybe when you are tasked with more important assignments and greater responsibilities? Or does success mean increased creativity and freedom to work on the job you enjoy? We all envision success differently, and we need some sort of North Star to gauge if what we’re doing is getting us closer or further from it. 

Business success is usually measured in monetary value. But, revenue alone is a third-rate guide to building a sustainable product that brings value to both your company and customers. How can a business find its North Star? What might it be? 

Source de l’article sur DZONE

/par

What Is the Difference Between SAST, DAST, and IAST?

,

What benefits does SAST have? What’s the difference between SAST and DAST? What’s IAST? What do all these words mean?! Let’s talk about this and more in the overview of the main types of Application Security Testing (AST).

Informational Security

Before we start deciphering these terms, let’s figure out why we need security testing at all. In modern world, software integrates into automation processes almost everywhere, the number of code lines in applications is increasing. As a result, the number of possible vulnerabilities and errors is increasing as well. This creates the need for effective checking and testing of the source code.

Source de l’article sur DZONE

/par

7 UX Laws You’Re Probably Getting Wrong

,

UX laws are an invaluable tool, providing guidelines for designers that ensure we don’t have to continually reinvent the wheel when crafting experiences for the web.

However, UX laws tend to be devised by scientists and psychologists — people who are more than comfortable with the exceptions and allowances of academic language. By the time they filter down to us in the trenches, the language has invariably been over-simplified, and the wisdom behind the idea diluted.

Today we’re going to look at seven well-known and commonly cited rules of UX design that too many designers get wrong.

1. Jakob’s Law

Jakob’s Law, named for the UX researcher Jakob Nielsen, states that users spend most of their time on other sites and as a result prefer sites that work the same way as the sites they already know.

Jakob’s Law has often been used to limit experimentation and encourage the adoption of common design patterns in the name of usability.

However, the word ‘prefer’ is hugely loaded. While it’s true that a user will more easily understand a familiar design pattern, they do not necessarily prefer familiar experiences.

It has been widely proved that new experiences boost our mood and that new experiences improve our memory. If your goal is a memorable site that leaves users with a positive impression, introducing novelty is a sound decision.

2. Goal Gradient Hypothesis

The Goal Gradient Hypothesis assumes that the closer users are to their goal, the more likely they are to complete it.

It’s an attractive theory, especially in e-commerce, where it is often used to justify simplifying the initial purchase process and postponing complexity to move users along the funnel — a typical example is leaving shipping charges until the final step.

However, anyone who has studied e-commerce analytics will know that cart abandonment is a huge issue. In North America, shopping cart abandonment is as high as 74%.

We don’t always know what the user’s goals are, and they may not match ours. It may be that users are treating your shopping cart as a bookmark feature, it may be that they have a last-minute change of heart, or they may be horrified by the shipping charges.

While providing a user with an indication of their progress is demonstrably helpful, artificially inflating their proximity to your preferred goal may actually hinder conversions.

3. Miller’s Law

Never in the whole of human history has any scientific statement been as misunderstood as Miller’s Law.

Miller’s Law states that an average person can only hold seven, plus or minus two (i.e., 5–9) items in their working memory. This has frequently been used to restrict UI navigation to no more than five items.

However, Miller’s Law does not apply to items being displayed. While it’s true that too many options can lead to choice paralysis, a human being is capable of considering more than nine different items.

Miller’s Law only applies to UI elements like carousels, which have been widely discredited for other reasons.

4. Aesthetic-Usability Effect

Edmund Burke once said, “Beauty is the promise of happiness.” That belief is central to the Aesthetic-Usability Effect, which posits that users expect aesthetically pleasing designs to be more usable.

Designers often use this as a justification for grey-on-grey text, slick animations, and minimal navigation.

Critical to understanding this is that just because users expect a design to be usable does not mean that it is or that they will find it so. Expectations can quickly be dashed, and disappointment often compounds negative experiences.

5. Peak-End Rule

The Peak-End Rule states that users judge an experience based on how they felt at the peak and the end, rather than an average of the experience.

Designers commonly use the Peak-End Rule to focus design resources on the primary goal of each experience (e.g. adding an item to a cart) and the closing experience (e.g. paying for the item).

However, while the Peak-End Law is perfectly valid, it cannot apply to open experiences like websites when it is impossible to identify a user’s starting or ending point.

Additionally, it is easy to see every interaction on a website as a peak and even easier to make assumptions as to which peak is most important. As such, while designing for peaks is attractive, it’s more important to design for exceptions.

6. Fitts’ Law

In the 1950s, Paul Fitts demonstrated that the distance to, and size of a target, affect the error rate of selecting that target. In other words, it’s harder to tap a small button and exponentially harder to tap a small button that is further away.

UX designers commonly apply this law when considering mobile breakpoints due to the relatively small viewport. However, mobile viewports tend not to be large enough for any distance to affect tap accuracy.

Fitts’ Law can be applied to desktop breakpoints, as the distances on a large monitor can be enough to have an impact. However, the majority of large viewports use a mouse, which allows for positional corrections before tapping.

Tappable targets should be large enough to be easily selected, spaced sufficiently, and tab-selection should be enabled. But distance has minimal impact on web design.

7. Occam’s Razor

No collection of UX laws would be complete without Occam’s Razor; unfortunately, this is another law that is commonly misapplied.

Occam’s Razor states that given any choice, the option with the least assumptions (note: not necessarily the simplest, as it is often misquoted) is the correct choice.

In an industry in which we have numerous options to test, measure, and analyze our user interfaces, you shouldn’t need to make assumptions. Even when we don’t need extensive UX testing, we can make decisions based on other designers’ findings.

Occam’s Razor is a classic design trap: the key to avoiding it is to recognize that it’s not your assumptions that matter, it’s the users’. As such, Occam’s Razor applies to a user’s experience, not a design process.

Source

The post 7 UX Laws You’Re Probably Getting Wrong first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

Why Zero Experience Designers Need A Chance

,

Moving from studying design into the big wide world of web design is a daunting process. It’s a competitive and dynamic industry that’s growing all the time. It’s estimated that between 2020 and 2030, web designer jobs in the US will increase by 13%. One of the most challenging aspects of starting a career in web design is getting hired, especially as a freelancer. 

The first thing that most clients and agencies look for is usually your level of professional experience. They want to work with someone who, while perhaps not a veteran, has at least a few years of experience. This can lead to a lot of frustration for new designers. After all, how are you supposed to get experience if nobody hires you? 

Moreover, clients and agencies miss out on promising candidates when they pass up on skilled designers just because they don’t have experience. 

Here’s why we should all give zero-experience designers a chance.

1. Price

Professional web design doesn’t come cheap, and for a good reason. Most freelancers who have been in the business for many years have built a solid reputation for themselves and have no shortage of work. Web design agencies have a higher degree of accountability and a quality guarantee, which is why hiring their services can cost more. 

If you’re looking to get design work done on a tight budget, you’ll have better luck contacting someone with little or no experience. However, they’re most likely looking to build up their portfolio and will gladly offer you competitive rates.

2. No Experience Doesn’t Mean No Skill

Clients often assume that anything produced by an inexperienced designer will be sub-par or unusable. While it is true that an extensive portfolio is a good sign, it isn’t the only reason to hire someone. 

New web designers may not be as well versed in business, but many of them are still highly skilled and motivated individuals with a lot to offer. 

Whether self-taught or college graduates, they have devoted countless hours to becoming good at what they do. Instead of passing on a zero-experience candidate, give them a chance to show you what they can do with a mock-up. If you’re still dubious, then go with someone else. But you never know what someone has to offer until you put them to the test.

3. They Will Prioritize Your Job

As we’ve already established, finding work as a fresh-faced web designer can be challenging. This means that those with little to no experience are more likely to have time to devote entirely to your project, as they won’t be splitting their focus.

Agencies and well-established freelancers usually juggle several different projects at a time, meaning they will take longer to produce a result. If they happen to be working on a higher-paying job simultaneously with yours, you can guess which one they’ll prioritize. 

It’s always comforting to know that the person handling your design work is focused on you and you alone. You know your project won’t be on the back burner or forgotten about. 

4. You Will Foster Loyalty

This applies more to big web design agencies. New designers know their lack of experience counts against them, even for entry-level positions. If you choose to look past that and hire them anyway, they won’t forget it in a hurry. 

Once you’ve hired them, you have all the time in the world to help them learn the ropes. Include them in projects headed up by more experienced designers, give them lower priority jobs, and create an environment where their technical skills can flourish. 

Everyone has to start somewhere, and you can bet that they will remember who decided to give them an opportunity when nobody else would. A few years later, when they’ve found their feet in the industry, you’ll have a skilled, experienced designer with something you can’t buy: loyalty. 

5. They’re Eager to Learn

Industry veterans eventually become somewhat set in their ways. They develop their unique style and way of doing things, and while this isn’t bad, it’s different from someone freshly entering the industry for the first time. 

New designers are ‌much more eager to take instruction and expand their repertoire according to your needs. They have the time, energy, and motivation to learn new skills and may have a different approach to projects simply because they have not yet learned otherwise.

6. No Project Is Too Small

Not every job is going to be massive and high paying. People need web designers for small business sites, event pages, small ad campaigns, and other similar projects. Established designers looking for bigger fish will often pass up these kinds of jobs. But they are ideal for new designers who need to build their portfolio website.

On the other hand, new designers will usually take any opportunity to make money and gain experience. If your project isn’t massively complex or high stakes, use it as an opportunity to give someone a chance to showcase their skills. 

7. Everyone Starts Somewhere

No designer starts their career with experience, and many work in other design-related jobs for some time before they begin to do what they’re genuinely passionate about. Industries that make it hard for entry-level professionals to find work often discourage them from pursuing their goals. While philanthropy might not be high on the list of priorities for clients or agencies who want the best in the business, it’s always good to remember that growing industry means recognizing potential. 

Not every newbie will ‌be a prodigy. But without people out there willing to give them a chance, even the most gifted designer will eventually lose heart. 

Summary

In short, experience isn’t everything. While it is a vital asset to any designer, there is certainly room in the industry to allow those with potential to grow. 

So, next time you’re looking for new hires or someone to take on a freelance gig, remember what it’s like to be the new guy and consider hiring someone less experienced. You will sometimes find the brightest gems where you least expect them.

 

Featured image via Pexels.

Source

The post Why Zero Experience Designers Need A Chance first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par