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Responsive Design Along the Conversion PathBrendan Falkowski Gravity Department
Imagine Commerce Las Vegas, Nevada April 21, 2015
Brendan Falkowski
@Falkowski
Standard Face
@Falkowski
GravityDept.com
Frontend Strategy For
GEMAIRE
Responsive Design Consulting
Frontend AuditsTargeted performance consulting from Gravity Department
Acumen Theme
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• Used by 1400+ stores • 5+ years of updates • Made for customization • Rapid launch
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Practical eCommerce eBay Blog Moz Web Performance Today
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https://speakerdeck.com/brendanfalkowski/responsive-ecommerce-design-once-sell-everywhere https://speakerdeck.com/brendanfalkowski/responsive-design-panel-where-why-and-how https://speakerdeck.com/brendanfalkowski/responsive-ecommerce-part-two https://speakerdeck.com/brendanfalkowski/responsive-evolution
2012 2013 2014
Responsive Design Along the
Conversion Path
Reduced technology footprint. Increased reach.
Improved brand consistency.
Merchants Love Responsive Design
The Highest ROI vs Mobile Apps or Native Apps
1. Framing 2. Wayfinding 3. Filtering 4. Selecting 5. Assessing 6. Converting 7. Delivering
Responsive Design that Enhances the User’s Journey
Framing1
Framing separates navigation from content.
Study the business and products first.
Why do customers buy the product? How many products are purchased at once? What’s the frequency of orders? Is the focus on acquiring or retaining customers? Do you need to represent an offline business too? Are categories the most useful navigational taxonomy for your catalog? How critical is search relative to the catalog’s size? Is “buy now” more applicable than the “shopping cart” model? Should creating an account be emphasized or required? What priority do promotions, shipping terms and customer support have?
Framing Questions
Framing
Content
http://www.hugeinc.com/ideas/perspective/everybody-scrolls
We learned that participants almost always scrolled, regardless of how they are cued to do so — and that’s liberating.
“ Rebecca Gordon Research Lead @ Huge
Framing
Content
journal.digital-atelier.com
Framing is a convenience. It’s not content.
1. List all the elements you may include in the header. 2. 3. 4. 5.
Better Framing
1. List all the elements you may include in the header. 2. Rank them by priority according to business goals. 3. 4. 5.
Better Framing
1. List all the elements you may include in the header. 2. Rank them by priority according to business goals. 3. Group them into logical sets. 4. 5.
Better Framing
1. List all the elements you may include in the header. 2. Rank them by priority according to business goals. 3. Group them into logical sets. 4. Design the small-screen interaction around these groups. 5.
Better Framing
1. List all the elements you may include in the header. 2. Rank them by priority according to business goals. 3. Group them into logical sets. 4. Design the small-screen interaction around these groups. 5. Adapt the patterns for larger screens.
Better Framing
NavigatingAuthenticating
Converting
Promoting Navigating Finding Personalizing Converting
Sales Home Search Scoping Sign In Link: Cart
Offers Categories Search Form Sign Out Link: Checkout
Free Shipping Lookbook Typeahead Dashboard # of Items in Cart
Support Company Info Store Locator Wishlist Cart Subtotal
Navigating Finding Converting Personalizing
Framing
Content
Consistency Awareness
Context Utility
Successful Framing
Wayfinding2
1. Hierarchical navigation 2. Search 3. Advertisements and callouts 4. Recommendation engines 5. Shopping assistants 6. Personalization 7. Showrooming 8. Social proofing
Wayfinding Methods
1. Hierarchical navigation 2. Search 3. Advertisements and callouts 4. Recommendation engines 5. Shopping assistants 6. Personalization 7. Showrooming 8. Social proofing
Wayfinding Methods
Your taxonomy must represent the catalog and enhance discoverability.
Category-Driven Nav Persona-Driven Nav
Headphones Beginners
Mixers Enthusiasts
Software Professional
Turntables
Example: DJ supplier taxonomies
Good taxonomies lead users to products.
Great taxonomies inform the user what you sell
+ how to find it.
http://thenextweb.com/dd/2014/04/08/ux-designers-side-drawer-navigation-costing-half-user-engagement/
Nav Drawer or Nav Bar?
High-level nav structure is always visible
Rich Menus, One Tap Away
1. Maximum of three levels for taxonomy depth. 2. Maximum of seven child categories per parent.
Taxonomy Guidelines
ThreeMaximum Nav Levels
Content is the landmark between navigation directions.
1. Dense menus are hard to orient within on small screens.
2. Filtering by attributes and sorting works better.
3. UI patterns for multi-level menus don’t scale forever.
A shallower nav is more likely to be explored by users.
SevenMaximum Nav Children
1. Faster to scan. 2. 3.
Advantages of Narrow Branches
1. Faster to scan. 2. Increased visibility. 3.
Advantages of Narrow Branches
1. Faster to scan. 2. Increased visibility. 3. Parent + children stay onscreen.
Advantages of Narrow Branches
Broad root branches need a containing menu
Source
Source
Source
Source
Identify edge cases before designing the taxonomy UI.
Showing breadth gradually becomes less important as
users focus on products.
Filtering3
Am I in the right place, should I go back, or go deeper? Can I exclude unsuitable products from this list?
Is this product worth inspecting closer?
User Concerns
Are the sub-categories diverse? Are users shopping by aesthetic or specification?
Is the list sensitive to order? Can users differentiate products from the list?
Business Concerns
Filtering UIs differentiate the shopping experience.
Faceted navigation can be more effective for filtering.
Tailor the filtering UI to your catalog.
Hint the filter toggle button.
Selecting4
Is “add to cart” the most important action?
How would you prioritize the top five actions?
The product view is designed for selection.
5%Pretty good conversion rate
95%Selecting another action
Exercise 1/2: Non-Conversion Optimization
1. Assemble a team
Add to cart Buy within a bundle Buy with complementary products Buy an alternative product being upsold Check product specs Add to wishlist Add to compare Write a review Share with others Go back Leave
2. List actions
35: Add to cart 15: Buy within a bundle 10: Buy with complementary products 10: Buy an alternative product being upsold 8: Check product specs 3: Add to wishlist 3: Add to compare 3: Write a review 3: Share with others 3: Go back 0: Leave
3. Divide 100 points
Scores reflect the business’ goals — not what users do.
4. Note differences
Exercise 2/2: Content Hierarchy
Product name Product photo + media Availability + delivery estimate Price + promotion modifiers Configurable options + size charts Add to cart button Add to wishlist Social share
1. List every content componentUpsells Description Specifications Reviews FAQs Cross sells Recently viewed products Breadcrumbs
Product name + Photo Availability + Pricing Configure + Quantity Add to cart + save to wishlist + share Sweeten the deal (bundle or upsell) Description + Specs + Reviews + FAQs Redirect attention (cross sells + recently viewed)
2. Group related components
3. Rank componentsWhat am I looking at? ➔ Product name + Photo Can I obtain it? ➔ Availability + Pricing Which options? ➔ Configure + Quantity My action? ➔ Add to cart + save to wishlist + share Unsure? ➔ Sweeten the deal (bundle or upsell) Need more info? ➔ Description + Specs + Reviews + FAQs Not interested? ➔ Redirect attention (cross sells + recently viewed)
https://twitter.com/lukew/status/541986443598393345
The issue isn’t whether the call to action is visible.
The issue is whether your call to action is visible at the point where someone has become convinced to take action.
“ Luke Wroblewski Product Director @ Google
http://blog.chartbeat.com/2013/08/12/scroll-behavior-across-the-web/
Assessing5
The cart is essentially a temporary wishlist.
Confirm what’s in the cart Make edits Apply any discounts See the final price Begin checkout
User Goals
1. Product manifest 2. Coupon form 3. Shipping & tax estimate form 4. Totals table 5. Checkout button 6. Cross-sells
Content Hierarchy
The Cart Manifest
Tables don’t work well on small screens.
1. Browsers still download images in hidden columns. 2. 3. 4.
Table Consequences
1. Browsers still download images in hidden columns. 2. Lines wrap after a word or two. 3. 4.
Table Consequences
1. Browsers still download images in hidden columns. 2. Lines wrap after a word or two. 3. Long words can easily overflow the table. 4.
Table Consequences
1. Browsers still download images in hidden columns. 2. Lines wrap after a word or two. 3. Long words can easily overflow the table. 4. The lack of labels is unclear.
Table Consequences
Densely packed buttons are hard to tap accurately.
Product, options, quantity, price
Inspecting Info
Change quantity, save to wishlist, remove from cart
Editing Actions
Always Be Closing
Cart button before
manifest
Menu with cart and checkout actions
Converting6
Checkout on small screens forces focus on one thing.
Most sites fail to make checkout micro optimizations.
1. Pre-fill all data you have.
2. Eliminate unnecessary inputs.
3. Make inputs work for users.
4. Copy identical info forward.
5. Use HTML5 input types.
6. Use HTML5 input attributes.
7. Use WHATWG standard `name` and `autocomplete`
attributes.
8. Use HTML5 input placeholders.
9. Validate inline.
Users don’t need any of this to complete forms, but you
can/should provide it.
Delivering7
Transactional email is the first touchpoint after a sale.
53%of email was opened on mobile devices in 2014
https://litmus.com/blog/53-of-emails-opened-on-mobile-outlook-opens-decrease-33
Order confirmation Shipment notification + tracking link Support inquiries Reminder to review products Share with a friend Password resets
Common transactional email
A little care goes a long way.
Account dashboard: not where users spend time.
Tracking a shipment Update addresses View order history Check gift card balance Organize wishlists
Dashboard Tasks
1. Inlining Modules
2. Sidebar to Menu
3. Hub + Spokes
Wrapping Up
1. Framing 2. Wayfinding 3. Filtering 4. Selecting 5. Assessing 6. Converting 7. Delivering
Stay curious, keep your eyes open.
Thank you
Q&A
Gravity DepartmentGravityDept
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