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Google’s FLoC Promises a Radically Different Web

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Advertising knows you better than your friends, better than your family, perhaps even better than your partner.

Look up pizza recipes, and advertising will show you promotions for pizza ovens. Download a marathon training plan, and advertising will show you the latest running shoes. Buy a car, and advertising will show you adverts for other cars because no system’s perfect.

Advertising does this with a simple trick: it watches you constantly. It’s watching you right now. The web is one giant machine for making money, and you’re the fuel.

On the one hand, advertising’s insidious invasion of our privacy is enough to make you paranoid; on the other hand, I really love my pizza oven.

The largest facilitator of advertising on the web is Google Ads — reportedly worth $134.8 billion per annum; it’s Alphabet Inc’s primary source of revenue.

Last year, Google Ads announced that it would be ending its reliance on third-party cookies for delivering targeted advertising as part of a wider industry trend towards greater privacy protection for individuals. This week, we received more details confirming that Google Ads will not replace third-party cookies with comparable tracking technology.

Google Ads intends to maintain relevant advertising, without user tracking, by anonymizing your identity within a crowd. The technical term is a Federated Learning of Cohorts (FLoC), essentially Asimov’s Psychohistory, in capitalist form, some 45,000 years before Hari Seldon is due to be born.

In simplistic terms, someone who buys a pair of running shoes can reasonably be expected to be interested in GPS watches. The complexity arises when grouping becomes more complex: people who watch Netflix on a Tuesday evening purchase a particular soup brand and read the Washington Post, for example. The system requires billions of groupings that are too complex to express in English. And yet Google claims to already be making some progress.

As with any fledgling technology, the implications of its widespread adoption are unclear. FLoC is Chrome-based, so there’s the looming specter of a monopoly. Then there’s the issue of how groups are built; does Google need individual tracking to generate crowds of individuals? It’s unclear, but what is clear is that if Google succeeds — and it’s likely that it will — other networks will have no choice but to follow suit. It seems inevitable that there will be a wide-ranging impact across not just advertising but analytics and marketing as a whole.

The back door that’s being held open is one-to-one relationships. If you visit a site, that site can attempt to entice you back with targeted advertising. This means the next few years will see a growth in the number of companies developing ongoing relationships in the form of newsletters and memberships.

How ever it plays out, a fundamental change to the system that funds most of the web is certain to have a long-term impact on day-to-day user experience.

 

Featured image via Pexels.

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3 Essential Design Trends, March 2021

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March is that time of year where the feeling of newness starts, from the first Spring days to fresh design projects. These trends are no exception, with fun new takes on some classic concepts.

Circles are always popular, but the top trend is an animated take on the traditional element; plus, fun pink and purple color palettes and a few faux split screen designs round out trending styles.

Here’s what’s trending in design this month.

Circle Animations

Circles are one of those shapes that never leave the design sphere. They have a lot of classical meaning and are flexible in terms of design options.

Designers are having a lot of fun with this shape right now. From animations to text circles to image frames, they seem to be all over the place.

More recently trending is more circle-shaped animations. This trend maintains a circle’s properties as a unified and harmonious element with movement to create more engagement and make you look at the design just a little bit more.

Each of these examples uses circles in a different but equally interesting – and animated – way.

Universal Favourite uses a circular blob. It’s almost like a giant bubble. It wiggles and flows, and stretches within the space without any help from the user. It has a smoothly quality that makes you want to stare at it. The color here helps, with the circle and background not having an immense amount of contrast. Also, note the cute little circle button in the bottom corner.

Kenta Toshikura put most of the subtle animation for this design inside the circle. With a hover state, the entire circle moves on the screen with a second layer of animation, and the cursor is also a circle that hops around the black background.

Kffein takes a totally different approach with a circle made from the primary test elements. Identifying website information rotates in a circle around another geo shape on the main plane. Not only is there a circular animation, but an almost three-dimensional effect that happens due to the way elements are layered here.

 

 

Pink and Purple Palettes

The prevalent pink and purple color combination isn’t for everyone – although you wouldn’t know it from the number of designs using similar colors.

This bright combination almost screams “spring” and has a lightness to it that almost seems to lift the mood of any project. (Maybe color selection is a reflection of how we all want to feel.)

What’s nice about these colors is that they flow into one another nicely. They can also be expanded to fall into neighboring hues on the color wheel, such as red from pink and blue from purple.

Maybe the most popular use of this color pair is as a gradient. You can find pink to purple everywhere, from background gradients to image overlays to buttons and user interface elements. There’s no lack of use here.

Each of these examples shows opportunities with this color combination.

SMU uses bright pink, blue, and purple to create a giant “road sign” in the design that jumps out from the rest of the project. The sign almost seems out of place and doesn’t fit as part of the normal color palette. This is what draw you right to it.

USA Volleyball uses the popular gradient option and extends the pink to the purple palette to hints of blue and red. What’s great about this design is that it uses a super trend element and color option and makes it work with their current color palette. You can almost imagine the design conversation when someone wanted to use a pink to purple gradient for a brand that features red, white, and blue. The gamble paid off, and it works beautifully without being off-brand.

Blobmixer uses purple, pink, and a few other bright colors – note the animated circles, too – to draw users into the design. The entire project is a fun, customizable experience that you can play with, and the color choices are what make you interested enough to try. This design also offers a great example of tactile animation and elements that feel real even when you interact with them using a mouse on the screen.

 

 

Faux Split Screens

Split-screen designs were a huge trend for about two years. The aesthetic was also functional for content that required a this or that choice on the part of users.

Now, we see the design elements but without the function. (Maybe because it just looks nice and creates a sense of balance without a symmetrical design.)

These projects look like they might offer multiple gateways to content, but there is only one call to action on the dual-screen aside from navigation elements.

What this design option does is help draw the eyes across the screen. One side will immediately appeal to you, and when done well, you’ll feel a subtle push of pull from the color, text, and images to look at the other side as well.

Renaissance TV does it with heavy animation with “dancing dots” from an old TV that doesn’t work. But then you need to look at the green text to understand what is happening.

Yacht uses text weight and space to push the eyes across the screen. Almost everyone will go to the heavier areas first and then gaze across the screen through blocks of space to the final small text on the right side. And it all happens in a fraction of seconds.

Bonjour Paris pairs bold color with black and white images. You may look at either side first, depending on personal preference, but the other half of the screen is necessary for a complete understanding of the website.

 

 

Conclusion

While all of these design trends are evident in new and recent projects, the use of pink and purple color palettes – particularly with a gradient – seems to be everywhere you look. These color choices are popular and come in a lot of forms.

Maybe the most obvious is with brighter pink and purple gradients, but other variations are also trending. It’s definitely one to watch in the longer term.

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How CentOS Became 2020’s Final Victim

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If you were paying close attention to your IT department around the 8th of December, you might have heard some quiet sobbing and the occasional wail of, “Why? Why?! WHY?!” Now, it was the year 2020, so this might have seemed normal to you, but it’s actually something of a problem that could affect your business: CentOS is pretty much dead.

For the non-total-nerds among us, here’s the skinny: CentOS is a Linux-based operating system, typically used on servers. CentOS has been incredibly popular, and quite a few businesses run on it. But now, that’s changing.

CentOS is a Linux-based operating system, typically used on servers…But now, that’s changing

CentOS used to be released in thoroughly tested versions, the latest being CentOS 8. CentOS 8 was released in September of 2019 and was supposed to be supported for ten years. Now, it’s been decided that CentOS will no longer have versioned releases, opting for a rolling-release style of updates. That means there’ll be one version that constantly gets new software.

That’s cool in theory, but it means the operating system will be less stable overall. Essentially, it’s going to be used as a development branch of / testing ground for Red Hat Enterprise Linux and is no longer its own OS. If you have CentOS-based servers, you should migrate to another OS sooner rather than later.

And I just got my own CentOS-based VPS set up the way I wanted it.

Wait, What Does Red Hat Have To Do With This?

Here’s the short, short version of the history of CentOS: Red Hat (an OS developer) has two Linux distributions of its own and has had for a long time. There’s the free and community-focused Fedora and the business-focused highly expensive Red Hat Enterprise Linux (AKA RHEL).

Funny story: RHEL, despite its expensive licenses, is still mostly made from open source code, which anyone can access and use. And it’s a good OS, particularly for people who like stability.

In 2004, some smart people took all the open-source parts of RHEL and made a brand new, nearly identical operating system with it: the Community Enterprise Operating System, or CentOS. Basically, people could download and use an enterprise-level server OS for free. All the documentation for RHEL was compatible, and you could get support from the community.

It was the perfect alternative for anyone who didn’t have the budget for expensive software licenses.

In 2014, Red Hat offered to partner with the CentOS community. The idea was basically this: “It’s pretty much the same software. If our company and your community work together, both our products will be better! We make our money from enterprise customers, anyway.”

Most importantly, with Red Hat doing a lot of the heavy lifting in terms of updates and support, the CentOS community could focus on growing in other ways.

Red Hat pinky swore [citation needed] that they were in this for the long haul, and CentOS did continue to flourish. You know, until 2020.

Well, So Much For Pinky Swearing

Red Hat must have eventually decided that having a popular free version of its own enterprise software and managing it themselves no less — wasn’t that good for business. So they all but shut the project down.

Well, technically, they just changed how it operated. Instead of producing tested, production-ready versions, CentOS is merely a testing ground for RHEL. It is no longer, in my opinion, a good option for anyone who wants to run a stable server.

Current and Future CentOS Alternatives

So if you jumped on the CentOS 8 bandwagon, what should you put on your physical and virtual servers now? Well, you’ve got options.

Debian / Ubuntu

For those who don’t mind going to a very different kind of Linux, Debian has been the picture of OS stability and sysadmin-friendliness for a long time. If you want more frequent software updates, the Debian-based Ubuntu Server is popular and pretty good.

Oracle Linux

Yes, that Oracle has a RHEL-compatible Linux distribution of its own. But it’s not a clone, exactly. I mean, this is Oracle. It’s set up to use their tools and ecosystem, so I hope you like Oracle products. But hey, the OS itself is free!

ClearOS

ClearOS is another RHEL-compatible OS that’s mostly doing its own thing, though I’m not entirely sure what that thing is. Does the company have some deal with Hewlett-Packard? Anyway, they do have a free community edition and paid editions for home and business use.

The CloudLinux RHEL Fork

This is an upcoming release from the makers of CloudLinuxOS. It looks like they intend to load the new RHEL-based OS with some of their own tools, such as reboot-less server update tech. The first release is intended to be a more or less drop-in replacement for CentOS 8.

Rocky Linux

So the community that made and loved CentOS in the first place is, to say the least, ticked. They are so ticked that Greg Kurtzer (a co-founder of CentOS) has decided to do it all over again by making Rocky Linux and keep it in the community this time.

Again, the goal is to make a re-build of RHEL, a drop-in replacement for CentOS (at least for now). Eventually, the goal is to migrate from CentOS to Rocky Linux as easy as using a single, one-line command. The ETA for initial release isn’t quite set in stone, but I can personally vouch for how hard the community is working.

[See, full disclosure here… after writing this article, I joined the Rocky Linux documentation team.]

So Yeah, You Have Options

Some are out now, and others will be soon. Again, CentOS 8 will be supported until the end of 2021. CentOS 7, weirdly, will be supported until June 2024.

Migration shouldn’t be too complicated. Still, a pain in the rear that we have to do this at all, though.

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The Potential of AR in Web Design

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Over the years, experts have repeatedly discussed the possible impact of mixed realities on web design. Concepts like AR and VR are expected to have the potential to change the way that we interact with websites on a fundamental level.

Now that we’re in the year 2021, however, discussions about AR aren’t just observational anymore. The age of mixed-reality interfaces is here, in everything from Pokémon Go, to Snapchat filters.

The question is, how do web designers create incredible user experiences in a world where there are now multiple digital realities to consider?

The Benefits of Experimenting with AR

Before we look at some of the steps that web designers can take to enhance their projects with AR, it’s worth examining the benefits of interacting with augmented reality in the first place. 

While virtual reality replaces the typical world around us completely with digital components, AR augments it. This means that developers and designers need to learn how to thrive in an environment where the real world and the digital one work together. 

The most common AR application for website owners is to provide a solution for real-time and remote product visualization. Imagine being able to try on a pair of shoes before you buy them online. That’s a service that the Vyking brand can deliver by creating technology that “reinvents” the digital shopping experience. 

This test functionality plays a massive role in purchasing decisions. In a world where people can’t see a shade of make-up in person when they’re shopping online, or check how an item of furniture looks in their home, AR has a crucial role to play. 

In simple terms, AR helps shoppers to make more informed purchases. 

Here’s how you can use augmented reality to deliver incredible UX. 

1. Focus on Real-Time Feedback

Augmented reality is all about connecting the real world to the virtual world. 

Doing this provides users a unique experience – one that’s filled with real-time feedback that can deliver crucial and insightful information. For instance, an augmented reality system in a GPS app can calculate the average time before reaching a destination based on previous trips.

Another option is for an augmented reality to use solutions like face-mapping to help customers determine how a certain makeup product will look before they buy it. For instance, that’s the case for the Mary Kay Mirror Me app, which simplifies the process of shopping for make-up. 

When designing for AR, experts need to consider how they can provide customers with real-time information that they can use to make better purchasing decisions. 

2. Define input and output

Although you’ve probably performed similar exercises when designing for traditional websites and applications in the past, defining inputs and outputs of UX in AR environments can be tough.

Defining inputs and outputs allows you to determine which elements of an interface your user can actually interact with, in your interface. This gives you a better idea of what to “augment.” For instance, you might decide that physical gestures like a swipe of the hand will be essential for AR inputs. However, you’ll also need to consider how each mobile device offers different input possibilities. 

Outputs are a little simpler. For instance, you could offer a three-dimensional model of a product that your customers are interested in. Once you have that output, you can think about how the customer will interact with it by changing colors or position.

3. Embrace Customer-Friendly Performance

Another feature at the heart of AR applications is interactivity. 

Good designs in the augmented reality world need to be simple to access and use, otherwise customers will end up avoiding them. For instance, 60% of customers say they want to use AR when they’re shopping for furniture. However, they’re only going to use your app if it actually works. 

The Décor Matters website and app mix gamification with home decorating features that help customers get a better view of the home goods they’re planning on buying. The website even has inspiration pages available to help users find and try new design options with their AR technology. 

When designing for AR, think about how you can make your applications or technology as simple to use as possible, so customers actually want to interact with it. 

4. Address the Environment

In augmented and virtual reality applications, it’s important to remember that interfaces aren’t bound by physical screens. The viewport will move with the user, shifting perspectives in response. Most AR designers will use four different signifiers to describe AR environments:

  • Public environment: The entire body of the user is involved as a controller, like with the Xbox Kinect or Nintendo Wii;
  • Intimate environment: Where a user can be seated – often in a desktop environment;
  • Personal environment: AR on smartphones, mobile devices, and tablets, like Pokémon Go;
  • Private environments: Completely private spaces, such as with wearable technology like the Google Glass solution.

The environment that you’re designing for will be crucial for your project outcomes. Remember, spatial considerations need to be carefully considered when accounting for how users will interact with objects in a frame. 

5. Remember User Fatigue

Another thing to keep in mind when designing for AR technology is that user fatigue is likely to be a much more significant consideration. After all, people interact with websites and applications in a much more intimate and in-depth way when AR is involved. 

AR applications can often use the entire body of a customer as a controller. Because of this, designers need to be careful about exhausting interactions. High-effort and repetitive interactions could tire the user out mentally and physically, causing them to give up on the interaction. 

When designing, you’ll need to consider how you might over-stimulate the user with too many interaction-focused elements at once. Keep it simple.

6. Remember the Essential Principles of UX Design

Remember, just because you’re tapping into a relatively new technology doesn’t mean that you should abandon all the basic tenets of user experience design that you’ve come to understand over the years. Although UX is constantly evolving and changing, it’s always going to keep a few fundamental principles in mind. 

For instance, you’ll always strive to give users the best digital experience in exchange for the lowest amount of effort on their part. Additionally, you’ll need to think about how you can make end-users as comfortable as possible when they’re interacting with new types of technology on websites and apps. 

For instance, since AR is most commonly associated with gaming in the current environment, it might be a good idea to implement gamification concepts into your AR design. What can you do to make sure your customers are having fun?

For instance, Inkhunter is an app that allows users to try on tattoos just like using a filter on Snapchat. The experience feels familiar, comfortable, and exciting.

Unlocking the Potential of AR Web Design

Augmented Reality technology has come a long way over the years. Today, developers and designers can access simple plug-in tools like WordPress VR, allowing designers to upload 360-degree videos into WordPress sites and other unique web extensions. 

Augmented reality is becoming much more readily available on sites and apps of all shapes and sizes. Additionally, customers are accessing more ways to unlock AR’s power through everything from headsets to mobile interfaces. 

However, just like any new technology in the web design world, designers need to think carefully about how they will overcome the challenges in user experience that AR can present. For instance, though AR can offer more information for a customer and help them make purchasing decisions faster, there are also risks. For instance, add too many interactive features to a single website or application, and you could scare users off with too much information. 

In the short-term, web designers need to explore the new tools that are available to them and think about the customers they’re designing for. Only this way will we be able to make any considerable advances in the possibilities of AR. 

Are You Ready to Embrace AR?

Designing for augmented reality applications and websites can be an intimidating concept – even for seasoned designers. However, this is just another technology that creatives can use to drive better experiences for end-users. 

Learn how the latest technology works and get an insight into your customers’ needs, and you’ll be amazed at what you can accomplish in the AR world.

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How to Design a Contact Page That Drives Engagement

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How can your customer reach you? If a client arrives on your website after searching on Google, what can they do to take the next step in a relationship with your brand, without buying anything?

One of the primary aims of any website is to drive conversions. However, it usually takes between 5 and 8 touchpoints to generate a viable sales lead. People don’t want to convert straight away.

Since building a relationship with customers is crucial to success, it makes sense that the contact page would be an essential part of driving results. Unfortunately, a lot of website owners pay virtually no attention to that page. They ask their designer to create a page with their address and phone number on – and that’s it.

What many business owners don’t realize, is that the contact page is the door to deeper, more lucrative relationships with potential prospects. The design of this essential website element needs to be fantastic to drive results.

So, where do you start?

Defining a Well-Designed Contact Page

Let’s start with the basics, what makes a great contact page?

The complete answer to that question depends on the target audience. Some customers will want to see fun and friendly contact pages, complete with social media sharing buttons. Others will want to see a map that shows them exactly how to reach an office or business.

There are a few golden rules to keep in mind, of course. Contact pages should be:

  • Easy to find: Don’t hide the link to the contact page on the website footer. Make it easy for customers to find out how they can get in touch.
  • Simple: Don’t put too much content on this page or it will overwhelm your audience. Just let them know where they can go to get answers to various questions.
  • Professional: Even if you have a friendly brand personality, your contact form still needs to be grammatically correct and well-designed to show a professional edge.
  • Convenient: Make your phone number clickable so customers can use it on Skype. The same can apply for your email address. Provide easy access to social media profiles, and if you have a contact form – keep it short and sweet.
  • Informative: Include all of your contact information in the same place. This may include your address, a map to your location, social media pages, email addresses, and even forums.
  • Accurate: Ensure that the information on your contact page matches the information listed elsewhere. Check directories and Google my Business listings to be sure.
  • Attractive: Yes, a contact page needs to look good too. Plenty of white space will make essential information stand out. A good layout will guide the eye through the page.
  • Consistent: Make sure the contact form on your website matches the brand personality that appears on all of your other pages.

Take a look at the Tune Contact page:

It’s beautifully laid out, with clear information that’s easy to read. The company shows exactly why customers might want to get in touch and how they can reach out. As you scroll through the page, you’ll find additional office locations, email addresses for different teams (sales and support), and links to social media accounts too.

How to Drive Engagement on a Contact Us Page

A good contact page needs to look fantastic, showcase the company’s personality, and capture audience attention. However, there’s a big difference between a contact page that gets the job done, and one that convinces your audience they have to connect with you.

Here are some excellent ways to make your contact us page stand out.

Step 1: Using Color Correctly

Color and color psychology have a massive impact on user experience.

Studies constantly demonstrate the conversion powers of having the right shades on certain pages throughout your website. For instance, changing a CTA button from red to green can increase click-through rates by 27%.

However, every audience is different. The colors that drive engagement on a contact page for your company will depend on your target customer. A/B testing color palettes that match your brand personality is a good way to get started.

One interesting example of colors that make the right impact on a Contact Us page comes from Hubspot. Here, the brand maintains it’s brand color (orange), but it also introduces some new shades that convey trustworthiness and professionalism.

Blue is the most calming and credible color for any brand, The gradient that Hubspot uses here blends perfectly with its brand identity, allowing for a stunning contact page, with CTA buttons that still stand out.

Experiment with colors that can generate the right emotional response from your audience, but don’t ignore the golden rules of color in web design. You still need to showcase your brand identity, and you still need a way of making crucial information stand out.

Step 2: Humanizing the Customer Service Team

Some of the customers that arrive at a contact page are interested in your product or inspired by the potential of your service. Other customers will be looking for assistance because they’re frustrated with something or stressed out.

If you’ve ever had a problem with a product and wanted to reach out to the brand about it, you’ve probably noticed how annoying it is to find a blank contact page with nothing but an email address. The lack of effort and humanity in the contact page is enough to convince you that you probably won’t get a response.

But what if you add some happy smiling faces to the page?

Research indicates that brains are fine-tuned to recognize and appreciate human faces. Having a picture of your customer service team, or just any human being on your contact page makes you instantly more approachable. Your customers start to feel like they’re reaching out to a person – not an empty website.

Look at how engaging and personalized this contact page from Amber McCue looks:

Although you can show any human face on your contact page and potentially get results, showing your actual agents will be more likely to drive positive results. It’s a great way to showcase the authenticity and humanity of your team.

Step 3: Making it Easy to Find

A surprisingly large amount of the time, companies shove their contact information into the footer of their website, forcing customers to spend forever looking for them. However, your audience might not want to spend an age searching for your details if they’re in a hurry to get answers.

Stowing a contact page in a footer is also a problem for those visiting your website via mobile, as they might not be able to see all your footer details and links as well.

A Contact Us page doesn’t have to be a massive part of your website navigation if you don’t want it to be. However, it should be one of the first things your audience can see. Putting the information on the header of your website, or even sticking it to the top of the page as your users scroll is very helpful.

Zendesk makes it easy for customers to get in touch in multiple ways. First, the Contact section of the website is clear at the top of the page. Secondly, if you start scrolling through the Zendesk website, a “Get Help” button pops up, so you don’t have to scroll back to find assistance:

Remember, aside from making sure that your contact page appears in the right part of your website, it’s also worth ensuring that it’s easy to understand. Don’t use unusual terms like “Chat”, or “Chill with us”. Stick to tried-and-true options like Help, Contact, or Support.

Step 4: Making the Experience Relevant

There’s a reason why it’s practically impossible to find a one-size-fits-all contact page.

It’s because different customers need different things from your brand.

Some customers will be looking for the answer to a question; others will want to discuss something with your sales team. That’s why many companies are using adaptive contact pages that can change to suit the situation.

For instance, you may start by asking customers what they need help with. Zapier takes this approach with its Contact page:

By asking the client what they need straight away, Zapier can make sure that the visitor finds the right information, and the right number or email address for the appropriate agent. You can even scroll down the help page and look for something in the available help centre, using the search bar. Or you can click on View our experts to hire a Zapier pro.

Creating a dynamic and customized experience like this does a few things. First, it ensures that the customer will reach the right person to help them first-time around. This reduces the number of inappropriate calls your employees have to deal with, and the number of transfers.

Secondly, you deliver a better experience overall for your client, because they don’t have to repeat their issue to multiple people or start a massive email thread. They get the support they need immediately.

Dynamic contact pages can even save you some money and time. If clients decide to solve an issue themselves, using your resources, that’s great for your busy agents.

Step 5: Direct People to the Right Place

The central focus of your contact us page needs to be the available contact options. Centralizing the contact options on a page is an excellent way to make sure that they get the right amount of attention. Centralizing also means that your customers can spend less time searching for the contact details that they need, which is great for usability.

The Melonfree.com website uses a contact us form that’s centralized to immediately pull attention to the customer’s options for getting help.

Centralization isn’t the only way of using design principles to guide visitors on a contact page. According to Ray Hyman and Edmund Hick, increasing the number of choices on a page often increases the time it takes for people to make a decision.

When it comes to connecting with a brand, the right option for each customer will depend on the person and the situation they’re trying to overcome. For instance, a customer that needs to reset their password will probably be able to get the solution they need from an FAQ page.

On the other hand, someone who needs help using a new feature might need the guidance of a professional. To help guide customers to the right solution, Basecamp gives customers a variety of steps to follow to get the right solution fast.

The main purpose of the contact page is to help customers get the right answer with an informative form. However, there are unobtrusive alternative options available too. If all you’re looking for is a way to help yourself fix a problem, you can click on the help guides link before you ever scroll down to the form.

Step 6: Support the Contact Team Too

The best contact us pages aren’t just a great way to improve customer experience. Well-designed solutions also help the customer service team to save time and stay productive.

One of the primary metrics that companies consider when evaluating the success of a service team, is the number of replies required before an issue is resolved. However, if the initial question from a customer doesn’t contain enough information, this number often increases.

Using the design of the contact form to access the right information helps with:

  • Automatically routing people to the right team member: Companies can set up segmentation rules that automatically send certain emails to different employees based on keywords. You might have questions that go to the sales team, and separate queries that you direct straight to the customer service team.
  • Show appropriate support options and FAQs: Remember to give the audience a chance to help themselves before they reach out for extra support. Links to an FAQ page or self-service options can really reduce the pressure on a team. Some companies even add automated chatbots to the mix to help with self-service.
  • Prompt for extra context: Although not every customer will take advantage of an opportunity to add extra information to a form, some will. Adding a box to your contact form for “anything we need to know?” is a great way to generate more information. Ban.do includes a simple “question” box where customers can add as much detail as they like. An option to add screen shots or documents might be a nice touch too.

Building Your Own Contact Us Page

Every customer has their own specific set of needs. The right contact page for another business might not be the right one for you. That’s why it’s so important to take some time getting to know your customers and speaking to your support team.

When you’re planning your contact page, it helps to ask yourself some basic questions about what you want to achieve. For instance:

  • What kind of channels will our customers want to use to connect with us? Look at things like social media messaging, email, or phone calls. If you’ve got a relatively tech-savvy audience, then they might want to use things like instant messaging with chat bots too.
  • How can we direct clients to the appropriate channels in as little time as possible? Having a system in place to automatically route your customers to the right agent will reduce the time to resolution for your customers. The faster you solve problems, the better your reputation becomes.
  • What can we do to set customer expectations and build confidence before they speak to us? Designing a professional-looking contact page will increase customer confidence, while an FAQ section shows that you’re ready to answer common questions.
  • How can we showcase a unique brand personality without making the page complicated? Everything from using distinct brand colors on a contact page, to adding images and illustrations reminds customers that they’re in the right place.
  • What can we do to reduce the friction points in a customer’s path to contact? Avoid adding too many input options to a contact form and ensure that it’s easy to reach out when your clients have a problem.

Understanding exactly what your audience needs from you, and what they’re looking for when they come to your team for help reduces the effort involved for your client when they reach out for help. Remember, today’s digitally-savvy customers expect their interactions with companies to be as streamlined and simple as possible.

Make the Most of Your Contact Page

Contact pages are frequently an afterthought in the website design process. However, they’re one of the most valuable tools your company has. With a good contact page, you ensure that your customers can always reach you when they have problems. What’s more, you boost your chances of people wanting to reach out to the sales team too!

Good luck creating a contact page that encourages engagement from your target audience. Don’t forget to track your results from each design, and A/B test for optimization.

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20 Freshest Web Designs, October 2020

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We have become so used to using web sites just to buy stuff that it is easy to forget that the web has more to offer. So this month we’ve included some because-it’s-interesting sites, some micro-sites and some just-for-the-sake-of-it projects.

Many of these are about selling or promoting products and services too, but in a more oblique way that is frequently more engaging than a straightforward sales site.

Micro sites can be a great way of including content that doesn’t fit in neatly with the rest of the main site, or is temporary, or to show a lighter, more fun side of a brand. And a well thought out micro site can act as a gateway to pull in even more visitors to its ‘parent’ site.

Your World Your Way

Your World Your Way is an interactive portal for the University of Auckland. An optional questionnaire customizes the experience, and clearly a lot of effort has gone into this in terms of the questions and possible answers, and the presentation. It is engaging and enjoyable to use, and the information provides links to the main University of Auckland website.

Blind Barber

This micro site is to celebrate 10 years of barber shop chain Blind Barber, which started as one shop with a bar in the back room, in New York’s East Village. An entirely black and white design provides a clean backdrop for color photos and videos, and some great scrolling animations give a pleasing flow to the content.

Brews & Grooves

Brews & Grooves pairs records with different beer. Although a ‘fun’ project, it is still a well designed piece of work with some vintage style typography and some pleasing rollover animation effects. It is an effective advert for those involved in creating it, as listed in on its ‘credits’ page.

Gucci Bloom

As part of a new campaign to promote it’s ‘Bloom’ perfumes, Gucci have created a Gucci Bloom game. The player has to pick up flowers and perfume bottles, but miss a flower and the vines get in your way.

808303Studio

808303Studio is a digital musical instrument that emulates a Roland TR-808 drum machine and TB-303 bass synthesizer, created in conjunction with the Design Museum (London). It’s fully programmable and there is even short video tutorial with A Guy Called Gerald on how to use it.

Aelfie

Aelfie is a home furnishings brand with a focus on bold patterns and bright color. Their site reflects this with its use of block color, irregular grid, drawings, and type that feels a little off-kilter. It creates a hand-made feel that embodies the brand aesthetic rather well.

Media Election 2020

As we approach one of the most significant, not to mention acrimonious, elections in US history, Media Election 2020 uses AI to analyze the volume of media attention each candidate receives, in real time.

Curbed

Magazine website Curbed has now become a part of New York magazine, and had a redesign in the process. It follows a discernible grid, but distorts it just enough to create an edge. The highlighter color frames, and underlines on rollover, add movement and ‘cool’.

WFN

The WFN (Women’s Funding Network) is an alliance of funds and foundations working to promote gender equity and social change internationally. The site is clean, with strong typography and a sophisticated color palette.

The Fabric of America

Internet, telephone and TV service provider Xfinity is behind the Fabric of America project. It is a collection of voice recordings, the idea being that each voice, and each person’s story, is a thread that makes up the flag that we see on the screen.

Minimal Ceramics

Minimal Ceramics is a concept site, showcasing the work of London based potter, Tom Crew. The design of the site reflects the simplicity of the showcased work, using great photography and simple typography.

Normal Now

Normal Now is part of an awareness campaign to highlight to consumers the positives of electric cars. Taking a fun approach to engage consumers in a serious subject, it uses a fake retro tech style.

Superfood Gin 

Superfood Gin is a gin made using superfood botanicals, that claims to be fruity and fresh rather than crisp and peppery. The soft color palette, along with the soft lines and curves in the background illustrations, reflect this well.

Maison Louis Marie

Maison Louis Marie is a natural fragrance company. While this site does nothing really groundbreaking, it does it well. Botanical drawings on a white background, along with clean typography, help create a refined, luxury feel.

Think Economia

Think Economia is a platform taking a fresh look at economics and the future of economic growth. It doesn’t sound like the most exciting subject, but it is presented here in a playful and intriguing way.

Chernobyl

From Uprock, a Russian design studio that also offers courses in web design, Chernobyl is a thought provoking exposition of the Chernobyl disaster. The design aesthetic is muted, allowing the images their deserved impact, and the brief sections of text to be absorbed.

Declamatuus

Declamatuus is a lingerie company selling gift sets. What stands out here is what you don’t see — live models in underwear. Instead the outline of the body is created with animated particles.

Odisea

Odisea Expedition is a documentary series following two friends, a surfer and a snowboarder, as they explore remote parts of the world. The photographs and video are everything here, and all other elements are kept minimal to avoid detracting from them.

Riffyn

Riffyn Nexus is a ‘Process Data System’ for storing and analyzing scientific data for laboratories. It is a very corporate site and yet it is put together in such a way that doesn’t feel dull.

Maison du Net

This site for digital design agency Maison du Net takes a risk mixing corporate with cutesy, but it works. Offset frames and underlines create interest without overdoing it, and the very bright green is used sparingly enough to liven things up without being overwhelming.

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The Low-Code and No-Code Movement Can Transform Your Startup Into Category Leaders

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No-code and low-code technologies have been making inroads for years but have never quite delivered on their promise as reliable alternatives to traditional software development for complex, business-critical applications. Then COVID-19 forced a new, expedited timeline for moving analog in-person processes to semi- or fully-automated online ones. At the same time, IT and engineering roadmaps have been thrown out the window as technical teams scramble to adjust to new distributed working conditions while juggling multiple "hair on fire" problems. As a result, operations and business teams have been left with urgent needs for new business applications and scant developer resources, creating the perfect storm for no- or low-code solutions to emerge as the savior of productivity. But decision-makers should be wary of treating these platforms as a panacea to avoid costly failures and lost time.

What Are No-Code and Low-Code Technologies?

To understand how no- and low-code solutions fill the gap between business demand for development and supply of technical resources, it is helpful to understand what those terms mean exactly. No-code platforms allow people with no technical knowledge to stand up complex, cloud-based business applications using simple, drag-and-drop tooling. Relatedly, low-code platforms are also based on the concept of abstraction through pre-built software building blocks oriented towards accelerating time to development by reducing the amount of “original” code that needs to be written in any given application. Perhaps because of their shared DNA, there is a trend towards convergence; as no-code platforms become more powerful and versatile with add-ons and application marketplaces, and low-code platforms build features to require less coding. Given this trend, we can collectively refer to these platforms as Low-code Development Platforms.

Source de l’article sur DZONE

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Who Do Web Designers Really Work For?

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It would be way too easy to answer this question with: “Whoever pays your bills.” And, honestly, I don’t think you can be a very successful web designer if you’re only driven by what the person paying you tells you to do.

Then again, that doesn’t mean you should swing to the exact opposite end and say that you only serve the end user.

When you take an extreme view or approach to this, you’re bound to leave someone or something important out. Everyone along the chain of command — your boss (if you work at an agency), your client, and their customers — matters.

So, what I’d suggest you do instead is approach the idea of who you really work for the way you would Maslow’s Hierarchy of Needs.

Establishing Your Own Hierarchy of Needs

Who do web designers really work for? I think the true answer to this question is: “Everyone.” But there’s a catch…

Think about some of the requests you’ve received from superiors, or clients in the past. How many times have you rolled your eyes at their wacky requests?

  • “The contact form would be better in the header so visitors can always see it.”
  • “Let’s use this stock photo of two women shaking hands that I’ve seen a few other companies use.”
  • “Why don’t we redesign all of this and make it look like this site my brother built last night?”

You’re the design professional. That’s why they’re paying you to design their website and they’re not doing it themselves. So, there comes a point where you have to push aside what they want for what they need. And this will ultimately help you figure out who you work for and what you actually owe them (because fulfilling every nitpicky and unreasonable request will never lead to anything good).

So, here’s where the Hierarchy of Needs comes in. If we’re creating our own, it would look like this to start:

Working for the Boss

According to Dr. Neel Burton on Psychology Today:

Maslow called the bottom… levels of the pyramid ‘deficiency needs’ because we do not feel anything if they are met but become anxious or distressed if they are not.

I’d argue that these basic needs are like the ones we fulfill for bosses (or clients, if you’re a freelancer and work for yourself). It would look something like this:

Of course, you’ll feel a sense of accomplishment by meeting these needs, but, as a creator, how important are these really to you? These are the basic things you have to do in order to make your boss happy and to stay gainfully employed. They also help to ensure that the client is happy with the boss and agency in the end.

Bottom line: Without these needs fulfilled, you won’t be able to move any deeper into the triangle/hierarchy. So, when focusing on working for your boss, make sure the basic needs are met so you can move on and serve others as they need you to.

Working for the Client

Now, if your boss and client are two different people, you’ll have a second layer of needs to attend to here.

Just as your boss wants you to help them make more money and earn a strong reputation within their space, so too does your client. However, the work you owe them is different. Here’s how it would be represented in the triangle:

Again, you’ll be pleased if you can do and be all these things that your client needs, but is this ultimately what drives you as a designer? Sure, you want to build great relationships with clients so they return to you time and time again with all their website and marketing needs. But in terms of being fulfilled by being a good listener or a timely communicator? Probably not.

All the same, it’s important to be skilled in this type of work and to know how to serve your clients in order to get to that top level. It’ll also help you prioritize their needs accordingly, so you’re not jumping at every single thing or request they claim to “need” and blowing the budget or scope of the job.

For example, if they start demanding more of you (like bombarding you with emails every day wanting to know what’s going on), you can confidently remind them that things are under control (because you’re adhering to the project deadlines, per your boss) and you’ve already scheduled the next client check-in for this week (because you’ve been a good communicator, just as they need you to be).

Working for the End User (Customer)

Maslow refers to the top-level of the pyramid as the growth need. And here’s how Dr. Burton sums this one up for us:

Once we have met our deficiency needs, the focus of our anxiety shifts to self-actualization, and we begin, even if only at a sub- or semi-conscious level, to contemplate our bigger picture. However, only a small minority of people are able to self-actualize because self-actualization calls upon uncommon qualities such as independence, awareness, creativity, originality, and, of course, courage.

These characteristics perfectly sum up everything you want to and should be as a web designer. Unfortunately, it’s those employer and client needs that can stand in your way before you can truly flex your muscles as a creative.

Once you’ve attended to the basics, though, you’ll get your chance to design the kinds of user experiences you know will delight your client’s customers.

Here’s how their part of the triangle should look:

These are universally applicable needs and cannot be ignored.

After you’ve addressed them, though, you will have fulfilled your responsibility to all three parties: your boss, your client, and your end users. And once you’ve done that, you are free to be the creative designer that you are.

Wrap-Up

What I want you to take away from this, is that there are certain basic needs which you must fulfill when working as a web designer. These are the ones you’ll put into your own hierarchy of needs.

Take a systematic approach, starting with your boss and ending with the customer:

  • What do you have to do to ensure that your boss is happy to have you on the team?
  • And that the client is pleased with the site you’ve built them?
  • So you can design a website and experience that end users respond to positively?

Once you’ve figured all this out, you’ll unlock the answer to whom you work for and, more importantly, how you should work for them.

 

Featured image via Pexels.

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