The customer is always right, even if it looks like they're
doing it wrong!
I received a phonecall at work from my wife not too long ago;
she was in tears. She was trying to book a Ryanair flight. By the
time she called me, had already booked the same flights twice and
encountered the same problem.
The confirmation page had today's date at the top. Taking this
as the date of the flight, she thought the site had made a mistake
with the booking. After the second attempt, and having spent
several hundred pounds, she cracked - we haven't used Ryanair
since.
This tale is not unusual.
In fact there may be little issues on your site that are causing
similar problems and similar frustration amongst your
customers.
We have been zooming in to issues like the one described since
most digital agencies were in short trousers. So much so that in
many cases we can see the issues before the usability tests kick
off because we've seen them before.
The benefit to you is we can save you money
With this level of experience we can identify and fix many of
the big issues without going into the lab.
That doesn't mean we don't recommend the lab. Spending time with
you watching your customers trying to use your site is always
beneficial. It throws up solutions, greater understanding and even
new ideas; customer insight, the thing we thrive on.
And every bit of insight counts. In almost every case the fixes
we've made have resulted in a visible incremental uplift in
conversion. So, a little change in your site equals a little more
change in your coffers.
The joined-up advantage
The principles of good usability are not confined to your site.
Our full-service team work together to make sure that your customer
journey from first search to return purchase is as streamlined and
friendly as it can be. So you can relax in the knowledge that your
customers are always being treated impeccably.
Talk to us if you would like to
make sure your site isn't frustrating your customers.