whitepaper website optimization in 6 steps

Whitepaper – Website optimization in 6 steps. www.pietvandenboer.nl

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Whitepaper website optimization in 6 steps

Piet van den Boer

www.pietvandenboer.nl

@pietvandenboer

http://www.pietvandenboer.nl/

http://www.twitter.com/pietvandenboer


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Every once in a while you see a website that can certainly use some improvement.

Maybe you even have some doubts about your own website. And you should. Every

website can be improved. There’s always a way to help visitors reach their (or your)

goals better. This whitepaper aims to help you optimize your website in 6 easy steps.

Website optimization is of upmost importance for every company that has a website. By

optimizing your website, you make sure your marketing dollars are spent effectively.

After all, those expensive Google Adwords visitors should be of added value to you. An

increase in conversion rate from 3% to 4% can be very lucrative. Often, even more

lucrative than increasing the number of visitors to your website. Besides, optimizing your

website is of added value to you all the time, not only when you’re running an Adwords

campaign.

Website optimization cycle

The website optimization cycle can be used to optimize your website for Usability and

Conversion rate. The conversion rate of your website is the percentage of visitors that

‘convert’ to prospect or customer. You can measure the number of sales for this purpose,

but also the number of subscribers to your email newsletter could be a good indication. If

you don’t sell any products online, the number of people that fill in a contact form or ask

for a call-back could be of use to determine your website’s conversion rate.

Usability is defined as followed:

The extent to which visitors to a website are able to reach their goals.

Optimizing websites is a continuous process, a cycle. There’s always room for

improvement, even a 0,1% raise in conversion rate can mean a huge difference in sales.

Besides: What worked well yesterday, may not work at all today! So it’s of great

importance to keep optimizing your website. That’s what you use the Website

Optimization cycle for:

http://www.theworldsworstwebsiteever.com/

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The Website optimization cycle

1. Problem analysis

There are many methods for problem analysis. The ones we will discuss here are the

following:

1. Webstatistics analysis

2. Expert review

3. User test

4. Eye tracking / Mousetracking

5. User feedback tools


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WEBSTATISTICS ANALYSIS

Google Analytics dashboard

This is the first step in the website optimization cycle. Using the statistics program of your

website, you can find out where improvement is most needed on your website. A

commonly used (free) program for web analytics is Google Analytics. You might find out

that a lot of visitors immediately leave your website, if they enter via a certain source.

This might mean that the message which gets those visitors on your website doesn’t

correspond with the landing page. You can also find out which step in the sales funnel

has the highest attrition rate. You might be asking too much information in your forms, or

the forms just aren’t very intuitive.

Context is very important in determining the meaning of metrics. Always look at what you

and your visitor are trying to achieve on the specific page that you’re measuring, before

you try to add meaning to outcomes.

To see if your website is effective, you can look into several metrics. For instance:

Bounce rate

This is the percentage of visitors that only visits one page on your website. When the

bounce rate on a certain page is very high, visitors enter your website on this page and

leave without visiting any other page. This can be both a positive and a negative thing,

depending on the purpose of this page.

When the page is a FAQ page, this might be a good thing. After all, the purpose of this

page is to provide satisfying answers to visitors, as fast as possible. Visiting just one

page could mean that visitors got their satisfying answer on that one page and left. To be

sure about this, there are also some qualitative methods you can use. We will discuss

http://www.google.com/analytics/


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those later on.

A high bounce rate can also be an indicator that a certain page isn’t very effective. For

instance, if your product page has a high bounce rate, this is probably not very good.

Your goal with this page is, after all, getting visitors to buy the product. If they leave

immediately after visiting the product page, they haven’t bought the product. They also

haven’t put it on their profile’s wish list or used your sharing buttons to tell their friends

about it.

There is no ideal bounce rate, it all depends on the goals you and your visitor have. A

bounce rate of 30% can be very good and very bad, depending on those goals. Start by

determining your baseline, and work from there in the direction that best suits your goals.

Exit pages

Which pages are most often the last page visited on your website? The log-out screen

for an online banking website is a very predictable candidate for that website’s top 3, but

when the second screen of your sales funnel is high on this list, you might want to look

into that.

Time on page / site

These metrics can also help you determining the effectiveness of your website. But,

before you try to add meaning to them, first look at your goals. When visitors spend an

average of 1 minute on a blog of 500 words, you know something is wrong: They don’t

read your blog. At least not all of them. And not entirely.

Most of the times it’s best to look at the more specific of these two metrics, time on page.

Improvements to your website are done per page, so you should look at the metrics for

the individual page you want to improve. The time on site can however be helpful to you,

for instance to determine which pages are way off the site average. These are the first

pages to look at for improvements or to learn from for the rest of your website.

A high time on page can really mean two things: Either the visitor is consuming a lot of

information, or the visitor can’t find what he’s looking for. For a media website or a

branding website - or even an e-commerce website with video’s and pictures on its

product pages – a high time on page can be a good thing. Since the goal is to have


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visitors consume a lot of media so you can sell advertisements, get them to engage with

the brand or help them through their buying process, the time on page indicates success.

A low time on page can also mean two things: Either the visitor didn’t like the content on

the page, or he immediately found what he was looking for.

Pages per visit

Pages per visit often correlates with time on site and time on page. This metric works

roughly like these other two metrics: What indicates a success depends on the goals you

have set.

A lot of pages per visit for a service website can indicate that visitors aren’t able to find

the answers to their questions.

Optimizing by using web statistics

For a media company, the pages per visit can be an important goal. A lot of

advertisements are still sold per 1000 views, so more pages per visit means more $$$.

An increase is in pages per visit is easily accomplished: Just add a break between every

200 words, only show a teaser on you homepage and have every video, picture and

podcast start in a new screen. There are a lot more techniques that you can use to

increase the number of pages per visit, but you aren’t really working on your long-term

goals like this. You’re probably annoying your visitors, which might not even come back a

second time.

It’s important not to focus on just one metric, but to always look at the big picture. Just as

visits per month are no real metric for success - give me 100 dollar and I’ll give you

10.000 visitors, easily – pages per visit alone aren’t a measure for the level of

engagement your content triggers.


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EXPERT REVIEW

An expert review is a review you can do yourself, without using fancy tools or web

statistics. What you do need, is an understanding of several methods you can use to

assess your website. The methods we will discuss in this whitepaper are the following:

Eisenberg’s Optimization Hierarchy

Cialdini’s six weapons of influence

Decision Modes

Trust


A few years ago, Robert Eisenberg developed the Optimization Hierarchy. You could

read this hierarchy like you read the Maslow pyramid: Work your way up, from the most

fundamental necessities for your website, to the most sophisticated ways to optimize

your website. Without the base of the pyramid, there’s no need to focus at the higher

levels:


http://www.pietvandenboer.nl/wp-content/uploads/2012/04/hierarchy-of-optimization.jpg


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Functional

“Does my website work?”

Check everything that’s needed to successfully use your website, like: Uptime, links and

buttons that don’t work, 404 pages, pictures that don’t load etc.

Accessible

“Is my website accessible for everyone who wants to visit it? ”

Things you can check to answer this question are:

- Cross-browser compatibility Google Chrome, Firefox, Internet Explorer, Opera,

Safari. Also check popular older versions of these browsers. To see which

versions are most important, look at your web statistics

- Mobile appearance of your website Do you have a mobile website? Does it

work on the most popular devices (also on tablets)? If you don’t have a specific

mobile website, are visitors able to use your website on their mobile devices?

- Accessibility for the visually impaired Do you have text-to-speech options and

the possibility to adjust text size? Check the use of signal colors: For someone

who is colorblind, the colors green and red can look exactly the same. If you use

those signal colors, also use text.

- Readability There are different levels of readability in texts. It’s important to

match your texts with the level of education and knowledge you expect your

visitors to have. An easy tool to calculate the readability of your texts is the

Readability Calculator, find it here. This tool also shows you which sentences you

should consider revising, because of long, complex words or phrases

Usable

“Is my website easy to use?”

When the previous two levels are sufficiently improved, you can focus on how usable

your website is. Your website works and everyone can access it, so now it’s time to see if

your visitors can actually achieve their goals on your website. This is all about meeting

expectations and using conventional design elements.

http://www.online-utility.org/english/readability_test_and_improve.jsp


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Some things to look at are:

Navigation

- The search box Place it where people expect it. In the top right corner. Have it

work like a Google search box, because that’s the search box, to which all other

search boxes will be compared.

- Breadcrumbs Use them. Preferably somewhere near the top of the page. This

gives your visitors a sense of orientation, even when they enter your website via

one of your online marketing campaigns

- Links Make them stand out by using another color or underlining them, or both.

This also works the other way around: your visitors expect text that stands out like

this to be clickable.

- Buttons If something looks like a button, it should act like a button. Always

make them clickable.

Lay-out and content

- Your logo (probably in the top left corner) It must be clickable, and it must

direct visitors to your homepage. Why? Because that’s how it works on the

internet, and that’s what your visitors expect.

- Useful links Links to information about your company, career opportunities,

your privacy policy and partner program: Put them at the bottom of your page.

- Text vs. images Internet users scan more than they read. Make sure your text

isn’t too long and that you use images to make your point

Page footer on Amazon.com


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Intuitive

“Are there any thresholds that can keep my visitors from converting?”

This is all about improving the user experience and removing of thresholds for your

visitors. Uncertainties and a lack of trust are a big threshold for online shoppers. Early in

the buying process you’ll want to inform your visitors about: Return policy, shipping

costs, specific product specifications (use detailed descriptions and pictures / videos).

Trust is another important factor that can remove thresholds in the buying process, as

well as the Decision Modes. We will discuss both later on in this Whitepaper.

Persuasive

“Is my website able to seduce visitors?”

This is the last phase, but also the phase that can have the biggest impact on your

website’s conversion rate. When everything else is working fine, you can think about

seducing your visitors to buy your products, to sign up for your newsletter or to make an

appointment.

Some great tools to use here are Cialdini’s six weapons of influence.

For an example of how to assess a webpage using Eisenberg’s ‘Hierarchy of

optimization’, see Appendix 1.

Cialdini’s six weapons of influence

Imagine having to extensively think about every decision you make, all day every day.

When you wake up you weigh the pros and cons of taking a shower compared to

skipping the shower and arriving at work 15 minutes early. You go downstairs and you

can choose between cereal, bread, steak and ice cream for breakfast, or having no

breakfast at all. That will cost you about 30 minutes, easily. When you finally arrive at the

train station (after extensive deliberation of course), there’s an evacuation. What should

you do? There are a lot of things to think about, you can’t just decide that.


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Or can you?

In his book ‘Influence’, Robert Cialdini (Professor Emeritus of Psychology and Marketing

at Arizona State University) explains how we have a tendency to lapse into automatic

patterns of behavior, that help us make decisions quickly. One of those is commitment

and consistency: If you have already decided something is the best choice (cereal in the

morning) you don’t have to go through the whole process of deciding that every morning.

Saves time, doesn’t it?

Also, authority helps us make decisions. Those police officers telling you to leave the

train station have authority on the subject. You are inclined to trust their judgment and to

follow their advice, because of that authority.

Cialdini calls these automatic patterns of behavior ‘Weapons of influence’, because you

as a salesman or marketer can use them to get website visitors to buy your products. In

total Cialdini distinguishes six Weapons of influence. We’ll discuss them one by one.

1. Social proof

One shortcut to a quick decision is to look at what others have decided and just follow

them. We humans like to do that. When a group of people makes a certain decision, it’s

safe to make the same decision.

Remember when we lived in the Stone Ages? When our group started running one way,

wouldn’t we just follow them? Instead of extensively analyzing just how big the threat of

that fire / animal / enemy was, we would follow. We still do.

So, show your website visitors what other people have chosen, what they think about a

certain product, service or FAQ answer. Help people decide, by showing them what

others decided.

You can do this by showing reviews, star ratings, Facebook Likes, shares and tweets.

Also, by showing them that people who bought this, also bought that. One company

that’s pretty good at this is Amazon.com.


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Social proof on Amazon.com

2. Authority

We can’t always trust the group’s judgment. Sometimes matters are pretty complicated,

and we need an expert, someone with authority. People with authority generally are

believed to have knowledge, wisdom and/or power. That’s why we tend to trust their

judgment. Often authorities are famous, or wear uniforms and have titles. That’s how we

recognize them.

Companies often use famous people to promote their products, or dentists (in uniform) to

promote toothpaste. Experience also is an indicator of authority. By showing the years of

experience or the number of (big) clients you have, people can think of you as an

authority. This means they will trust your judgment over someone else’s. Rackspace

focusses at the big number of Fortune 100 companies that uses their services.

Authority on Rackspace.com

http://www.pietvandenboer.nl/wp-content/uploads/2012/04/amazon-social-proof.jpg

http://www.pietvandenboer.nl/wp-content/uploads/2012/04/rackspace-autoriteit.jpg


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3. Scarcity

When things are hard to get, we tend to value them higher (sounds familiar?). To us,

scarcity is an indicator of quality or popularity (see social proof). Not just the scarcity in

numbers of products, also the scarcity in time has this effect. For instance a discount that

expires in two days creates a scarcity in time. Scarcity works in two ways:

- Products that have recently become scarce, are valued higher than products that

have been scarce for some time

- When we have to compete with others for the scarce product, the scarcity effect is

stronger

A website that applies this principle so good it’s almost scary, is Booking.com.

Scarcity on Booking.com

4. Sympathy

Sympathy also is an important factor in Cialdini’s Weapons of influence. When we have

to make a decision, people that we have sympathy for can influence us heavily. Whether

we have sympathy for the person promoting a product, or for the company that actually

sells it. Sympathy depends on the following factors:

Physical attractiveness

Similarity to ourself


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Possitive associations

Fame

Compliments

Sympathy on Heineken.com

5. Commitment & Consistency

When we make a decision, most of the times we stick to it. When we say we like a

certain company, or we have an interest in a certain product, that’s not something that

changes easily. Even our smallest actions can influence our future behavior or attitude

towards a brand.

On your website, you can leverage this by making it possible to ‘like’ products, videos, or

your own Facebook page. Also, you can make it possible for visitors to add products to

their wish list, so that they already decide they want it. Another way is to have people fill

out surveys or polls in which they can review your company, products or service. This

can also work with public reviews on your website. Of course, your products and service

have to be good


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Consistency on Bestbuy.com

6. Reciprocity

Do something for someone else and that person feels obligated to do something for you.

This is the basic premise of reciprocity. This is actually why trade was possible when

there wasn’t any police or government yet. We as people feel we need to compensate

proportionally what others have given us. That’s just how we (most of us) are wired.

This works two ways:

- Give something away and your visitor will be more inclined to buy something

- Make concessions, and your visitor will feel like he / she has to do the same

For instance, Audible gives away a lot of audiobooks for free to potential customers.

They then try to sell them subscriptions.

http://www.pietvandenboer.nl/wp-content/uploads/2012/04/best-buy-commitment-consistentie.jpg


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Reciprocity (and sympathy) on Audible.com

These 6 weapons of influence can be used on any website, to try to increase the

conversion rate. Combining these weapons of influence could also negatively affect the

outcomes, although this differs per website and even per user. That’s why it’s very

important to test every change. If it doesn’t work, change it back and try something else.

Decision modes

Another tool to review your website are the Decision Modes. This is based on the Myer

Briggs Type Indicator (MBTI) and on Jung’s theory of personality types. Through an

elaborate test you find out which personality type you are. This says something about

how you process information, in what kind of environment you feel comfortable and how

you make decisions.

What we will focus at here, is the way people process information and make their

decisions. There are four ways to process information, which result in four types of

people. Everyone acts like each of these types sometimes, depending on the situation.

Every website should therefore be designed to assist each of these types in making an

informed purchasing decision. You can review your website for each of these types, to

see if the information visitors need is available to them.

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4 decision modes

1. Competitive

The competitive visitor wants his information fast en factual. Lists of important facts and

bullet points work very well for this visitor.

2. Spontaneous

The spontaneous visitor wants his information fast too, but he’s more sensitive to

emotion. Actions and offers work very well for him.

3. Humanistic

The humanistic visitor will take his time and is sensitive to emotion. Testimonials,

pictures and videos of people are very important to this type.

4. Methodological

The methodological visitor takes his time to look for factual details. Detailed product

specifications, return policy and website security can be important for this type.

http://www.pietvandenboer.nl/wp-content/uploads/2012/04/mbti.png


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All 4 decision modes on Mint.com

For more information about the Decision Modes and the Mint example, watch this video.

Trust

One of the most important things when people buy on the internet, is trust. People have

to trust the website they do business with. Michiel Heijmans names 7 ways to increase

trust on your website, in his blog post at Yoast.com:

1. Use clear and normal language

2. Testimonials

3. Use verified signs, like those of PayPal, MasterCard, McAfee etc.

4. Show pictures of real employees (no stock photo’s)

5. List your physical adress

6. Management of expectations – be transparent about prices, additional charges etc.

7. Show that you care about more than making money

http://vimeo.com/7726664

http://yoast.com/7-ways-to-increase-sales-by-creating-trust/

http://www.pietvandenboer.nl/wp-content/uploads/2012/04/mint-mbti.jpg


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USER TESTING

User testing is a very common way to review your

website. The only thing you need is a computer

with an internet connection and a test person.

This person will visit your site while you are sitting

next to her. She will ‘think aloud’, naming every

problem, difficulty or oddness she comes across

on your website. Afterwards you evaluate the

session, discussing everything she mentioned.

User testing can be done with and without specific assignments. To be sure certain

areas of your website are properly reviewed, specific assignments can be very helpful.

It’s important to choose assignments that match the goal of your website. For instance, a

website selling airline tickets could have the following assignments:

Book the cheapest flight from New York to Amsterdam on October 12th 2012

Find out how you can take out travel insurance on your trip, after you booked your

flight

Find out from which airports you can fly to London, from New York

Contact customer service

Ideally the people in your user tests are people that are representative for your target

audience.

EYE TRACKING & MOUSE TRACKING

You can also use techniques that help you determine which content on your website

attracts the most attention. Perhaps people don’t press your ‘buy button’ because it

doesn’t stand out enough. The color and size of the button are not always to blame;

sometimes other things on your page just attract more attention.

The principle of eye tracking speaks for itself: Track the eyes of people who visit your

website, so you know what they look at. This tells you a lot about the process people go

through before they actually click a link, and can provide very valuable data. Although it

can be very valuable, it’s also quite expensive to use eye tracking; every participant

needs to install special software on his computer, or come in for an eye tracking session.


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Mouse tracking tracks the movement of the mouse cursor of visitors. This also gives

some insight in the process people go through when making decisions on your website.

Although it might be less accurate (your mouse cursor doesn’t always go where your

eyes go), mouse tracking is a lot cheaper than eye tracking and allows for quantitative

data collection as it works like web analytics software. You just install it on your website,

and it will automatically start collecting data. Some mouse tracking tools are free, others

have free trials. Try Picnet and SMT for example.

Both eye tracking and mouse tracking can deliver so called ‘heat maps’, which visualize

where people looked (or pointed their cursors) at most. This following example shows

that a baby looking at us captures our attention. Although it’s great to capture attention, it

distracts us from the message next to the baby. When the baby looks at the message (or

the ‘buy button’), so do we.

Eye tracking

USER FEEDBACK TOOLS

The last (but certainly not least) way you can easily analyze your website yourself is with

user feedback tools. You can use these to get qualitative and qualitative feedback on

your website by visitors. Platforms like Uservoice, Get Satisfaction and Kampyle offer

your visitors the opportunity to quickly and easily give feedback on your website,

products and / or service by giving thumbs up / thumbs down, smileys, ratings etc. It’s

also possible for them to add comments, ideas and complaints.

All this information will automatically be placed on a community, where visitors can

discuss and vote on the ideas and complaints. These kinds of communities can be very

valuable to a company. For instance, Mint.com uses Get Satisfaction to improve their

website, products and services and cut costs on customer service.

http://met.picnet.com.au/

http://smt.speedzinemedia.com/

http://www.uservoice.com/

http://getsatisfaction.com/

http://www.kampyle.com/

http://satisfaction.mint.com/mint

http://www.pietvandenboer.nl/wp-content/uploads/2012/04/heatmap-baby-face.jpg


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The success of a community behind the ratings and thumbs depends on active, involved

visitors. Unfortunately not every company has the luxury of such visitors. If not, it might

be a lot of work to build a worthwhile community.

City Beach Australia uses Kampyle for feedback on their website

2. Finding solutions

After analyzing your website, it’s time to find solutions for the problems you have found.

Besides a brainstorm session there you can also use the following two approaches:

1. Card sorting

2. Usabilla Discover


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CARD SORTING

Card sorting is a method to find out the optimal

format of your website. It’s pretty simple: Make

cards for every part / every page of your website.

From the homepage to product pages and from

category pages to FAQ’s, every page needs a

card.

Ask a few people in your target group to organize the cards the way they find most

logical. They can adjust the names of the cards and group them if they want, as long as it

results in a navigation structure they find useful.

You can use this method ‘open’ and ‘closed’. Open means the whole structure can be

adjusted, closed means the main navigation is already decided. Open card sorting

usually involves smaller groups (5 -7 people) and has a qualitative goal. Closed card

sorting can be done by more groups to get quantitative results.

Of course it’s also possible to do this online, several companies offer online card sorting

tools like UX Punk and Optimal Workshop.

USABILLA DISCOVER

Usabilla Discover is a tool you can use to get inspired and share design ideas with your

coworkers. When you visit a website that has a design element you find beautiful /

effective / smart / user friendly you can easily save and share it. Usabilla is used as an

archive for design elements that can be used when thinking of solutions for usability

challenges on your own website.

It can also be used the other way around; find design elements on public profiles of other

Usabilla users to get inspired. All website elements are categorized, which makes it easy

to find specific solutions to your usability challenges.

http://uxpunk.com/websort/

http://www.optimalworkshop.com/optimalsort.htm

http://discover.usabilla.com/


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3. Prioritize solutions

With a little luck your website analysis results in a lot of possible improvements to your

website. After a good brainstorm and an afternoon of browsing Usabilla you’re full of

ideas and are ready to start improving your website. This is the time to look at your

possible improvements and prioritize them. The things you want to change right away

may not be the things that are most needed to improve your conversion rate of customer

satisfaction.

By using user feedback tools you can have customers prioritize the improvements to

your website. They can vote for things they find important. Another way to prioritize is

‘Buy-a-feature’.

This works as follows: You estimate the costs of every improvement. Every coworker or

customer that takes part in ‘Buy-a-feature’ gets a budget that allows him or her to buy

only a part of the improvements that are on the list. The improvements that are bought

most during this ‘game’ get highest priority.

Innovation Games offers the possibility to play Buy-a-feature online, which makes it

easier to involve customers.

4. Designing solutions

The next phase is designing and building solutions. Even if you’re not a design expert,

it’s possible to visualize the improvements on your website. This might help you when

talking to the people that will actually design and build it.

For instance, you could use Cacoo. This is a relatively easy online tool that helps you

design wireframes and diagrams. It’s also possible to upload a screenshot of your own

http://innovationgames.com/buy-a-feature/

http://www.cacoo.com/

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website so that you can make adjustments in the Cacoo editor.

Using Cacoo for wireframing

5. Testing solutions

After the solutions are designed and build, it’s time to test them. You might be convinced

that they work, but that’s not a guarantee for success. Or like they say at Amazon.com:

Data trumps intuitions

Testing new features or adjustments to your website can be done several ways. We will

discuss some of them below:

A/B TEST

Your visitors are randomly shown two versions of your website; 50% sees version A,

which is the original without any adjustments, 50% sees version B which has been


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improved. Looking at your web statistics you can easily see which version contributes

more to your website goals.

MULTIVARIATE TEST

Now you’re not just testing two versions, but more. In the case of the ‘buy button’ you

might want to adjust the color and the position of the button. You test a red button and a

blue one, positioned left and right on the screen. Now you have four different versions of

your website, which will be randomly shown to 25% of your visitors each. The best

version wins.

GOOGLE WEBSITE OPTIMIZER

Google offers a useful (free) tool to do these tests: The Google Website Optimizer.

6. Implementing

The last phase is the implementation. You have the results of your tests and choose the

version that works best. This can be either the original version of your website or an

improvement.

Are you done now? No, you start all over again, there’s always enough to improve!

http://www.pietvandenboer.nl/www.google.com/websiteoptimizer


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Appendix 1

Level Score (1-10) Action Items

Functional 8 - Uptime 95%

Accessible 5 - Doesn’t work properly in Google Chrome

- No mobile website

- Improve readability

Usable 9

Intuitive 7 - No use of ‘Trust’

- Decision Modes good, focus more on

Spontaneous visitor

Persuasive 4 - Cialdini: Hardly used, only social proof

(Facebook likes per product & reviews)

whitepaper website optimization in 6 steps

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