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What is Customer Retention, Importance, Examples & Techniques

customer-retention-introduction

Your best customers don’t just buy one product or use your service once. They come back again and again for more. Customer retention increases your customers’ lifetime value and boosts your revenue. It also helps you build amazing relationships with your customers. You aren’t just another website or store. They trust you with their money because you give them value in exchange. What what does customer retention mean? And how can you achieve customer retention through relationship-building strategies? Let’s explore these concepts in depth and look at a few examples that you can apply to your own business. What is…

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What is Customer Retention, Importance, Examples & Techniques

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Customers, Come Back! Learn How to Use Customer Retention to Your Advantage

customer-retention-introduction

Your best customers don’t just buy one product or use your service once. They come back again and again for more. Customer retention increases your customers’ lifetime value and boosts your revenue. It also helps you build amazing relationships with your customers. You aren’t just another website or store. They trust you with their money because you give them value in exchange. What does customer retention mean? And how can you achieve customer retention through relationship-building strategies? Let’s explore these concepts in depth and look at a few examples that you can apply to your own business. What is Customer…

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Customers, Come Back! Learn How to Use Customer Retention to Your Advantage

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Get Your Mobile Site Ready For The 2018 Holiday Season




Get Your Mobile Site Ready For The 2018 Holiday Season

Suzanne Scacca



After reading the title of this article, it might seem like it’s jumping the gun, but with retailers turning on holiday music and putting out holiday-related displays earlier and earlier every year, your consumers are primed to start thinking about the holidays earlier, too. In fact, a study done by the Tampa Bay Times revealed that in-store shoppers were exposed to holiday music as early as October 22 in 2017.


Holiday music in retail


Results from TBT’s survey on when holiday music starts (Source: Tampa Bay Times) (Large preview)

Of course, e-commerce handles the holiday season a bit differently than brick-and-mortar. It’s not really necessary to announce promotions or run sales in late October or early November. However, that doesn’t mean you should wait until the last minute to prepare your mobile website for the holidays.

In this article, I’m going to give you a quick rundown of what happened during the 2017 holiday sales season and, in particular, what role mobile played in it. Then, we’re going to dig into holiday design and marketing tactics you can use to boost sales through your mobile website for the 2018 holiday season.

Recommended reading: How Mobile Web Design Affects Local Search (And What To Do About It)

A Recap Of The 2017 Holiday Sales Season

Before we get started, I want to quickly add a disclaimer:

This particular section focuses on e-commerce statistics because this kind of data is readily available. Something like the total number of page visits, subscribed readers, and leads generated… well, it’s not.

So, although I only use data to express how important mobile was to 2017 holiday sales, keep in mind that the tips that follow pertain to all websites. Even if your site doesn’t expressly sell goods or services, blogs and other content-driven sites can take advantage of this, too!

Now, let’s take a look at the numbers:

Total Retail Sales

The National Retail Federation calculated the total amount of retail sales–online and in-store–to be $691.9 billion between November and December, a 5.5% bump from 2016.

Total e-Commerce Sales

Adobe put the total amount of e-commerce sales during that same timeframe at $108.15 billion in 2017.


2017 holiday e-commerce revenue


Adobe’s stats on 2016 and 2017 holiday e-commerce revenue (Source: Adobe) (Large preview)

e-Commerce Sales By Device

Adobe takes it even further and breaks down the share of revenue by device:


Device-specific sales during 2017 holidays


Breakdown of desktop, smartphone and tablet sales for 2017 holiday season (Source: Adobe) (Large preview)

e-Commerce Sales vs. Traffic

While smartphone and tablet sales still trail those on desktop, there are a couple interesting things to note here. For starters, desktop revenue has mostly flatlined year-over-year whereas mobile continues to grow. In addition, there’s an interesting disparity between how much traffic comes from each device and what percentage of revenue it generates:


Traffic vs. revenue breakdown


Traffic vs. revenue for desktop, smartphone, tablet (Source: Adobe) (Large preview)

Pay close attention to desktop and smartphone. As you can see, more visits stem from smartphones than any other device and, yet, desktop leads the way in conversions:


Conversion rates by device


Statista shows the breakdown between desktop, smartphone, and tablet conversions in Q1 2018 (Source: Statista) (Large preview)

Is this indicative of a lack of trust in smart devices to handle purchases?

In all likelihood, it probably isn’t. Data from other sources indicates that on holidays, in particular, mobile reigns supreme in terms of visits and conversions:

  • Thanksgiving Day: 62% of traffic / 46% of purchases.
  • Christmas Day: 68% of traffic / 50% of purchases.

Also, let’s not forget to take into account the strengths of mobile devices within the shopper’s experience. According to the four micro-moments as defined by Google, a large number of mobile users commonly search for the following:

  • “I want to know.”
  • “I want to go.”
  • “I want to do.”
  • “I want to buy.”

The second and third are clearly indicative of a searcher’s desire to find something outside their devices (and their homes) to spend money on. That might even be so for the fourth, though it could also be an indication that they want to do their research on mobile and complete the purchase on desktop.

Either way, we know that smartphones tend to be a primary facilitator in the customer’s journey and not something that’s putting an end to the shopping experience as a whole.

Recommended reading: Designing For Micro-Moments

5 Tips To Prepare Your Mobile Site For The 2018 Holiday Season

While the overall numbers indicate that desktop is the leading platform for holiday sales, it’s not a universal rule that can be applied to each and every day in November and December. This is why your own data will have to play a big role in the design choices you make for your mobile site this season.

You have to admit, no matter how stressed or unhappy you might feel around the holidays, there is something nice about encountering just the right hint of holiday “cheer”. And that’s one of the keys to doing this right: finding the right amount of holiday flavor to infuse into your website.

Before we get into what you can do to spruce up your mobile web design, I want to remind you that security and speed are critical elements to check off your list before November gets here. These might not be in your realm of responsibilities, but that doesn’t mean you shouldn’t keep an eye on them.

If you’re doing all this design work in anticipation of boosting conversions over the holidays, don’t let it all be for nothing by forgetting about performance and security essentials. To protect your site from potentially harmful traffic surges, start with this front-end performance checklist. With regards to security, you can use these security improvement tips.

Now, let’s talk about the five ways in which you can prepare your mobile website for the 2018 holiday season:

1. Study Last Year’s Data

If your website has been live and actively doing business for more than a year, you need to start with the data from 2017. Using Google Analytics and your CRM platform, locate answers to the following questions:

What was the prominent device that generated traffic? Sales?

Google Analytics allows you to divvy up traffic based on technology in a number of ways:

Under Browser & OS, you can sort visitors by browser:


Google Analytics browser data


Google Analytics shows which browsers users visited from (Source: Google Analytics) (Large preview)

There is a small tab at the top of the table for “Operating System”. Click that to reveal which OS were used:


Google Analytics operating system data


Google Analytics breaks down traffic by operating system (Source: Google Analytics) (Large preview)

You can use the MobileOverview tab to look at the simple breakdown between desktop, mobile, and tablet users.


Google Analytics device data


Google Analytics division between device traffic (Source: Google Analytics) (Large preview)

Really, your goal here is to weed out desktop users so you can focus strictly on mobile traffic as you assess the following data points.

When did your site experience an increase in traffic in November or December?

Every website’s holiday traffic history will look a little different. Take mine, for example:


A sample Google Analytics holiday traffic chart


An example of holiday traffic up and downs in Google Analytics (Source: Google Analytics) (Large preview)

My business really isn’t affected by the holidays at all… except that I know things are going to be super quiet on and around Thanksgiving and the major holidays in December. This is still important information for me to have.

For businesses that directly sell products or services through their site or content-based sites that plan publication schedules based on traffic, you’ll likely see a different trajectory in terms of highs and lows.

When did sales start to increase (if they don’t coincide with traffic)?

Again, for some of you, the matter of sales is irrelevant if you don’t offer any through your site. For everyone else, however, use the Google Analytics Conversions tab along with sales logged through your payment gateway or CRM to check this number.

Just remember that you have to activate the Conversions module in Google Analytics if you want it to track that data. If you didn’t remember last year, put it in place for this year.

Did the holiday uptick remain consistent until the end of the season or were there temporary dropoffs?

Much of this has to do with how you promote holiday-related events, promotional offers or content through your website. If you consistently market around the holidays from November 1 to the end of the year, you should see relatively steady traffic and sales.

Some days, of course, may be slower than others (like during workdays or earlier in the season), so it’s good to get a sense for the ebb and flow of your site’s holiday traffic. On the other hand, your website might be a major draw only on special sales days and the holidays themselves, so you can use this data to harness your energy for a big push on the days when it’ll have the greatest impact.

Try to identify patterns, so you can plan your design and marketing strategy accordingly.

When did traffic and sales return to their usual amount?

At some point, your site is going to see a dip in activity. There are some businesses that embrace this.

Let’s use Xfinity as an example. Around mid-November of last year, this is the holiday-centric message the top of the home page was pushing:


Xfinity holiday promotion


Xfinity promotes ways to make your home holiday ready (Source: Xfinity) (Large preview)

A month later, on December 9, any mention of the holidays was gone and replaced by a promotion of the upcoming Olympic Winter Games.


Xfinity December promotion


Xfinity stops promoting holidays in December (Source: Xfinity) (Large preview)

One can only assume that a major sporting event like the Olympics helps Xfinity sign more subscribers than trying to capture last-minute sales for the holidays.

Logically, this makes sense. December is a busy time for families. They’re planning travel, purchasing gifts and running around town in preparation for the upcoming celebrations. Most people probably don’t have time to set up a new cable or Internet package and wait around for Xfinity to configure it then.

Bottom line: it’s okay if your holiday-related traffic and sales drop off earlier than December 31. Study your data and let your user behavior guide you in your mobile design and promotion strategy.

What were the most popular sources for mobile traffic?

It’s actually not enough to identify the most popular sources of mobile traffic for your site. Sure, you want to know if organic SEO and social media promotional efforts worked to bring traffic to it… but it won’t really matter if those visitors abandoned the site without taking action.

When you start digging through the ways in which you acquired mobile visitors, make sure to review the sources and keywords used against other telling metrics, like:

  • Bounce rate
  • Time on site
  • Pages visited

This will give you a good sense for what sources — e.g. keywords, PPC ads, social media content, promotional backlinks from other sites — that attracted high-quality leads to it during the holiday season.

What were the most/least successful promotions?

One more thing to look at is what exactly performed the best between November and December with mobile visitors.

Did you run a pop-up promoting free shipping that was dismissed by most mobile visitors, but greatly taken advantage of by those on desktop? Did your custom home page banner touting an upcoming Black Friday sale get more clicks than the home page banner otherwise does at other times of the year? And what pathway resulted in the most conversions?

Dig into what exactly it was that appealed to your mobile visitors. Then, as you work on this year’s plan, focus on reproducing that success.

2. Assess The Navigation

The navigation plays two important roles on a website:

  1. High-level tabs inform visitors on what they’ll find on the site; essentially answering the question, “Is this of relevance to me?”
  2. The navigation itself provides visitors with shortcuts to parts of the site that matter most to them, simplifying their pathway to conversion.

When reviewing your navigation in the context of holiday traffic, you must ensure that it fulfills both of these roles.

Let’s look at two websites that provide relevant links during the holidays while also streamlining the visitors’ journey from entry to holiday-related pages.

Food52 is an online hub for people who enjoy cooking. You can buy kitchen gadgets from the site and peruse a whole bunch of content related to food and cooking.

I want to call out a number of things Food52 does especially well in terms of navigation:


Thanksgiving categories on Food52


The Food52 home page includes Thanksgiving-related categories (Source: Food52) (Large preview)

  1. The hamburger menu is prominently displayed in the top-left, which is exactly where visitors’ eyes will go as they follow the Z-shaped pattern for reading.
  2. The shopping cart, search bar shortcut and profile link are also displayed in the top header, making it easy to navigate to elements that support the shopping experience.
  3. If you scroll down on the home page (as I’ve done in the screenshot above), Food52 includes a good mix of Thanksgiving-related content along with its standard fare. In addition, it includes categories that help users filter through content that’s most relevant to them.

One other thing I’d like to point out is the navigation itself:


Simplified mobile navigation from Food52


Simplified and customized navigation from Food52 for Thanksgiving (Source: Food52) (Large preview)

There are a number of things you’ll notice:

  • The mobile navigation is quite simplified. Despite how many categories and types of pages the site has, the navigation keeps this from being an overwhelming choice.
  • There are special tabs for Thanksgiving and Holiday. This will get users directly to content related to the holiday they’re cooking for.
  • The Hotline — which is its customer service forum — is also featured in the mobile navigation. This element is especially important around the holidays when visitors have questions they need answered quickly.

L.L.Bean is another website that handles mobile navigation well.


L.L.Bean Navigation


L.L.Bean puts the essentials in the navigation (Source: L.L.Bean) (Large preview)

As you can see, there are four buttons located within the mobile header:

  • Hamburger navigation icon: bolded and well-placed;
  • L.L.Bean logo for easy backtracking to the home page;
  • A shopping cart icon which will keep stored items top-of-mind with mobile users;
  • An ever-present search bar to speed up navigation even further.

Once a mobile user expands the hamburger navigation, they encounter this:


L.L.Bean hamburger navigation


L.L.Bean prioritizes customer service and gifts around the holidays (Source: L.L.Bean) (Large preview)

As you can see, “Call Us” is the first option available within the mobile navigation. Again, with people in a rush and trying to get purchases done right over the holidays, having a direct line of communication to the company is important. The account link and “Ship To” personalization are also nice touches as these icons keep conversion top-of-mind.

Now, looking down the navigation, you’ll see this is a pretty standard mega menu. However, take note that at the very top of this category (as is the case for all others) appears a page for “Gifts”. This is not something you see the rest of the year, so that’s another holiday-related touch meant to streamline searches and sales.

3. Use Add-ons At Checkout

Here is everything you need to know to optimize conversions at mobile checkout. If I can add an additional two cents to this matter, though, I’d like to briefly talk about add-ons at checkout… but only around the holidays.

Typically, I believe that a fully streamlined checkout process is essential to capturing as many conversions as possible on mobile devices. It’s hard enough typing out all that information (if it doesn’t auto-populate) and trusting that devices and websites will keep payment information secure.

However…

When it comes to designing the checkout for holiday shoppers, I think it’s at least worth experimenting with add-ons. For example:

  • Promo codes
  • Free delivery options
  • Shorter, but more premium delivery or pick up in store options
  • Gift wrapping.

Nordstrom doesn’t even wait for visitors to get to the checkout to promote this.


Nordstrom free shipping


Nordstrom promotes free shipping and returns right away (Source: Nordstrom) (Large preview)

The very top of the site has a sticky bar promoting the free shipping and returns offer. This way, visitors are already in the mindset that they can get their Black Friday purchases or holiday gifts for even cheaper than planned.

Fitbit has another example of this I really like:


Fitbit holiday promotions


Fitbit promotes sales and free expedited shipping (Source: Fitbit) (Large preview)

The top-half of the Fitbit homepage gets visitors into the mindset that there are cost savings galore here. Not only are items on sale, but certain orders come with free and expedited shipping. And the site clearly states when the sale ends, which will keep customers from getting upset if gifts don’t arrive on time. (It will also probably motivate them to get their shopping done sooner if they want to cash in on the sale.)

So all appropriate expectations regarding pricing and shipping are set right from the very get-go, making checkout go more smoothly.

I know that some may argue these will be bad for UX (and normally I’d join them), but I don’t see them as distractions during the holidays. This is an expensive and busy time of year.

Anything you can add to checkout that says, “Hey, we’re thinking about you and want to make this holiday season go just a little more smoothly” would go over well with your users.

4. Give Images A Seasonal Touch

Images are a tricky thing this time of year. You want to use them to appeal to holiday-minded visitors, but you don’t want to overdo it because images add a lot of pressure to your server. You need your site running fast, so be smart about what you do with them.

  1. Resize them before you ever add them to your site. There’s no need to use oversized images if they’re going to appear smaller online.
  2. Optimize your images with compression tools before and after they’re added to the design. This will free up some space they would otherwise take.
  3. If your users’ journey starts above-the-fold, you might want to consider lazy-loading images.

That said, images can go a long way in communicating to visitors that your site and business are ready to spread some holiday cheer without having to ever explicitly say it. This might be the ideal choice for those of you who design websites for global audiences. Perhaps you’d rather use an image that evokes a festive feeling because you don’t want to unintentionally offend anyone who doesn’t celebrate the holiday your copy calls express attention to.

Here is a great example from Uncommon Goods:


Uncommon Goods holiday home page


Uncommon Goods holiday home page (Source: Uncommon Goods) (Large preview)

I wouldn’t necessarily say the images used here are festive, but there are unique elements that evoke a certain association with the holidays. Like the color green used within the photos. Or the partial glances of what appear to be snow globes. They’re seasonal elements, but not necessarily relegated to Christmas, Hanukkah or Kwanzaa.

Then, there’s the United States Postal Service (USPS) website. Granted, this website targets visitors within the United States, but it remains mindful of the differences in religions practiced and holidays celebrated.


USPS festive image


USPS uses a non-denominational image to promote the holidays (Source: USPS) (Large preview)

The message remains neutral as does the image itself. The USPS is simply trying to help people quickly and festively send holiday cards, gifts and other items to distant relatives and friends.

5. Review The Customer Journey

The factor of speed is a big one when it comes to designing the customer journey. While the navigation cuts down on any unnecessary steps that might be taken when visitors can afford a more leisurely pace, your design should expedite the rest.

In other words:

  • Start talking about holiday-related content, products, pages and links right on the home page.
  • Make sure you have at least one mention above-the-fold, whether it’s in the navigation, in a blog link or in a seasonal promo.
  • Use the data from last year to streamline the ideal pathway from the home page to conversion.
  • Walk through that pathway as a visitor on both desktop and mobile. Is it as clear, concise and direct as possible?
  • Check the responsiveness of the pathway. Your site, in general, needs to be responsive, but if you’re optimizing a certain journey for visitors and you want them to convert on mobile, then extra care needs to be taken.

Below is another example from the Food52 website from the holidays. As you can see in this snippet, two kinds of holiday-related content are promoted. What’s cool about them, though, is that it’s not necessarily in-your-face.


Food52’s festive home page design


Food52 adds a holiday touch to its home page design and copy (Source: Food52) (Large preview)

The relish recipe could easily be used any time of the year. However, because pomegranates are often considered a winter food, this falls into the category of holiday-related content. The second post is more blatant about attracting holiday readers.

The final element in this screenshot is also worth taking note of. To start, it appears they’ve customized the copy specifically for this time of year. All it takes is one addition of the word “joyfully” to let visitors know that Food52 took time to make its site just a little more festive.

I also want to give them kudos for including a newsletter subscription box here and in other key areas of the site.

If the research from Adobe is right and only about half of mobile visitors convert, then this is a smart design choice. This way, Food52 can collect visitor information on mobile and contact them later. When interested visitors receive the reminder at a more convenient time and place, they can hop onto their desktop or other preferred device and finish the conversion process.

Another site which I think handles the customer journey optimization well is Cracker Barrel.


Cracker Barrel home page design


Cracker Barrel home page design (Source: Cracker Barrel) (Large preview)

Cracker Barrel doesn’t overdo it when it comes to designing for the holidays. Instead, it’s developed a series of calls-to-action that set certain types of visitors on the right path.

The first one features an image of what looks like a holiday feast with the CTA “Order Heat N’ Serve”. That’s brilliant. If people are taking the time to visit this site right before Thanksgiving, it’s probably to see if they can get help preparing their major feast… which it appears they can.

The second section sort of looks festive, though I’d still say they play it safe with choice of color, texture and gift card image. With a CTA of “Buy Gift Cards”, they’re now appealing to holiday shoppers. Not only can you get a whole feast conveniently prepared by Cracker Barrel, but you can buy gifts here, too.

Sometimes designing for the holidays isn’t about the blatant use of snowflake imagery or promoting recipes for cooking a turkey. Sometimes it’s about understanding what your users’ particular needs are at that time and helping setting them on that exact journey right away.

Wrap-Up

I understand that there are ways to add a dancing Santa to a site or to spruce up pop-ups with animated text and images, but I think subtler is better.

It’s kind of like the whole holiday music and decorations thing. How many times have you gone to your local drug store at the end of October for the purposes of getting Halloween candy, only to be met by an entire aisle full of holiday decorations? Or maybe you entered a department store like Macy’s in November, thinking you’ll beat the crazy holiday crowds. And, yet, holiday music is already playing. It’s overkill.

If you want to impress mobile visitors with your website around the holidays, focus on making this a worthwhile experience. Optimize your server for high volumes of traffic, put extra security in place, reorganize the navigation and add some small festive touches to your design that call attention to the most relevant parts of your site at this time of year.

Smashing Editorial
(ra, yk, il)


Excerpt from: 

Get Your Mobile Site Ready For The 2018 Holiday Season

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How to Calculate and Improve Your Ecommerce Abandonment Rate

abandonment-rate-introduction

Abandoned shopping carts significantly reduce revenue for ecommerce stores. An abandoned cart happens when a prospective customer adds products to the cart, but leaves before completing the checkout process. Fortunately, you can calculate and improve your ecommerce abandonment rate. The first step is to figure out why abandonment happens. In some cases, consumers just get busy or distracted, but if something about your website turns them off, you want to know about it. Diving deep into your website data will allow you to pinpoint patterns that might contribute to abandonment rate. From there, you can make targeted changes — and…

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How to Calculate and Improve Your Ecommerce Abandonment Rate

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Attracting Users To Evaluate Your Product




Attracting Users To Evaluate Your Product

Joe Leech



(This is a sponsored article.) The entire ecosystem in which we are designing and researching the user experience is shifting and changing constantly. Traditional UX skills need to be expanded to meet the reality of the modern digital ecosystem. Understanding the user is essential to the job, but you also need to understand the wider user context. How do they discover they have a need? How do they find and evaluate a product to meet that need?

This three-part series outlines the three phases of the product life cycle, the future of UX, and the skills and approach you’ll need to design modern digital products.

  • Part 1: Attraction
    Going out there to get users to evaluate your product.
  • Part 2: Activation
    Signing up, onboarding users, asking for payment.
  • Part 3: Retention
    Encouraging users to come back and keep using and paying for your product.

Due to their technical skills, creativity and deep understanding of user needs, UXers are in a perfect position to apply marketing, SEO and growth-hacking tools and processes to their work.

For focused UX efforts, it’s all about knowing user outcomes at each stage of their journey.

1. Attraction


attraction


Large preview

Getting Started

The days of changing the text on one button and having a dramatic effect on the user experience are behind us. Luckily, we have the processes and skills in our UX toolbox to meet this changing world.

More often than not, there are many small usability and experience issues throughout a user journey that cumulatively create a poor experience.

Mapping out the full user life cycle will help us discover and fix these problems. It’s often the case that a problem at the very beginning of the user journey only surfaces when a user drops out further along in the product life cycle.

We need data to help us understand how UX professional can improve performance. We’ll need user research data, business metrics, data to frame decisions made when improving UX, and metrics to help us understand the business values.


Marketing metrics tracked by team employing growth hacking.


Marketing metrics tracked by team employing growth hacking. (Source). (Large preview)

Plotting Out the Journey

When we talk about the attraction phase, we’re talking about users discovering they have a need, discovering our product and visiting our website to see if our product meets their needs.

Within the life cycle, we can split the larger three phases into smaller phases to help us plan our approach. In this case, we can use Philip Kotler’s model (expanded to six steps by Bryony Thomas):

  1. Awareness: realizing they have a need;
  2. Interest: looking for something to help with that need;
  3. Evaluation: looking at products that help with their need;
  4. Trial: trying the product to see if it meets their need;
  5. Adoption: choosing a product and using it for a while;
  6. Loyalty: deciding to continue using the product or switching to a different one.

We’re interested in the first three parts, which fall under the attraction phase.


the attraction phase


Large preview

We’ll look into trial, adoption and loyalty in future parts of this series.

We’ll use the customer life cycle to align user needs and expectations — what they want and when they need it — to business metrics. We’ll also look at a tool and UX process to use at each step on the journey.

As we move through the process we’ll use the example of a money management app that helps people understand what they are spending and save money.

1. Awareness: They Understand That They Have A Need

The first battle isn’t fought on the ground but in the mind of the customer.
It isn’t fought with your built out solution but instead with an offer.

The Science of How Customers Buy Anything

This is most challenging phase because there is very little that is concrete in terms of user need.

Users can’t articulate what they want, but by looking at how they complete a task or the context of their life, we can identify the problems they face, how they address (or don’t!) the problems now, and potential product features to address the problems.

The goal here is to identify unmet, hidden user needs. This is something Amazon, for example, is very good at.


The secret to Amazon’s success? Be the first to uncover hidden needs.


The secret to Amazon’s success? Be the first to uncover hidden needs. Jeff Bezos, founder of amazon.com. (Large preview)

How To Identify A Need And A Solution Using Fro-Tos

A good technique to use here is to plot the current problem as articulated by the user and then the result of that problem being solved.

Al Ramadan, in his book Play Bigger, named this overarching science category design.

Category design takes people on a journey. We refer to it as creating a from/to. Actually, we use a shorthand term: frotos. Remember, a great new category is one that solves a problem people didn’t know they had, or solves an obvious problem no one thought could be solved.

You have to help them move from the way they used to think, to a new frame of reference. This is what it means to condition the market. You have to first define and market the problem — and only then can you help people understand that you can solve the problem better than anyone else.

The “from” is the problem the user is facing. The “to” is the solution your product offers. The solution described here are the words the user uses to solve the problem.

If we take the example of our money management tool, in user research, we would identify the from as:

I don’t have much money left at the end of the month. Why?

The user then identifies the to as:

I need to something to help me analyze what I spend.

Put the two together and you have frotos: a definition of the problem and an articulation of the solution.

There is a slidedeck that has a good overview of Play Bigger and its techniques.

Bonus: You can also use the jobs-to-be-done timeline as a great tool to map the intent phase.

User research helps us uncover the hidden needs and identify the frotos.

User Research To Uncover Frotos And Other Useful Details

Traditionally, user research has been focused on the experience of the product. We need to expand user research to include all parts of the user acquisition phase.

It’s not easy to research with users who aren’t yet interacting with you. We can turn to the same tools that we are using to raise awareness to also find users to research with.

Recruit and conduct research with users who might respond to your product’s messaging by using Facebook ads or Google demographic targeting. You can then use a tool like Ethn.io to ask them a few questions to aid with recruitment.

The value in researching users who are in the user acquisition phase is that they don’t bring any preconceptions of your product. In fact, when you are reaching out to users for them to give you feedback, don’t talk much about who you are researching for.

Ethnographic and contextual research is the most useful tool here. Going out and observing users in their homes and offices is a great technique. Watching a user go through a typical task will help you identify their needs. You can’t simply ask users what their unmet needs are because they won’t know. The only true way to get to unmet need is to observe behavior.

With our money management app, we might observe that some potential users under 30 years of age don’t have much money left at the end of the month to save or are curious about how much they spend on coffee.

The user research can also uncover any common identifiable traits (and patterns of behavior) that your users show, such as age-related (for example, they are under 30) or interests they share (love of coffee). We can use these traits to target them in our messaging.

The goal from the user research is to uncover unmet needs and identify the frotos: the from state and the to state.

An example of a froto might be:

FROM
I love coffee, but it can get expensive. I wonder how much I spend a month on coffee?

TO
I need to know how much I spend on expensive luxuries like coffee, so that I can reduce my spend.

We can also use the jobs-to-be-done interview framework to help identify unmet needs.

Journey Maps To Understand The Details

Taking the frotos and other learnings, you can add more detail to the journey by mapping out the steps and behaviors at a granular level.

Niall O’Connor has a great overview of how to build a journey and experience map.

Below is a high-level journey map for our money management app, showing needs mapped against each phase of the life cycle.


Our money management app can help people understand their current spending.


In the awareness phase, we can see how the need is quite abstract, but we can clearly see a need for our product. Our money management app can help people understand their current spending. (Large preview)

Personas To Target

Personas are a divisive issue in the UX world. For the purpose of targeting users in the intent stage, we need to know demographic traits and interests.

We can then use tools such as Facebook ads to target the users who will respond to our frotos.


Facebook ad targeting


Facebook ad targeting: We can see how easy it is to find the users we are looking for based on their interests and age group. (Large preview)

In Facebook ads, we can target a specific age group who are coffee lovers. We can use this to target users who might be in the market for our product because they might spend a lot on coffee. Let’s roll up our sleeves and start designing the interactive elements to support this behavior.

Prototyping Attraction

Prototyping and wireframing have traditionally been limited to designing just the product. A modern UXer needs to take prototyping into the wider context and design interactions from the very beginning of the user journey. Rapid prototyping interactions at each step of the product life cycle to gather user feedback and validate ideas can save a lot of time, money and effort later.

For our money management app, we’ll design a Facebook ad to target potential users. We know what copy to include in the ad from our frotos.


An example showing how easy it is to create a Facebook ad prototype interaction.


An example showing how easy it is to create a Facebook ad prototype interaction. (Large preview)

When we get our target users and run user testing on the prototype, we’re testing the entire user experience — from awareness onwards — receiving high-quality UX insights from all parts of the user journey.

The attraction phase is really important for the user experience because it’s where expectations are set. As shown below, we need to use the tools and UX activities at our disposal to design the interactions with our user as we would design the interactions within the product.


An overview of tools and activities to use to improve the UX during the attraction phase.


An overview of tools and activities to use to improve the UX during the attraction phase. (Large preview)

2. Interest

The interest phase is characterized by the user looking for a product to help with the frotos we identified during the awareness phase.

Here, we’ll be working with our SEO colleagues, which means we UXers need to know the tools and processes that SEO practitioners use to help design the search and discovery journey.

Back To The Experience Map To Review The Interest Phase

We used user research to identify the frotos and the questions and information at each step of the journey.


We used user research to identify the frotos and the questions and information at each step of the journey.


Large preview

If we take the interest phase, we can see that the user has come to the conclusion they need something to:

  • Analyze what I spend, and
  • Manage my money.

We can take these interest statements and look to search and keyword-planning tools to refine the language used.

Using Google’s Keyword Planner:


Google’s Keyword Planner shows the suggested terms to target.


Google’s Keyword Planner shows the suggested terms to target. (Large preview)

We are offered the following:


After selecting a keyword, we are shown alternatives we might not have considered.


After selecting a keyword, we are shown alternatives we might not have considered. (Large preview)

Google’s documentation has some more useful help with the search terms report.

We can see from the related search terms what other words our target audience might type in when looking for our product. These words will help us design and improve the search user experience.

You can also use the free Google keyword research tool from SERPS.com to help define the terms used by your users to describe the problem. The higher the volume, the more likely a person is to search for that term.


A list of related search terms based on our initial query. Also shown is the relative popularity of each term.


A list of related search terms based on our initial query. Also shown is the relative popularity of each term. (Large preview)

We can use these search terms to refine the language we use when building the next part of our prototype.

Design The Ad In Your Prototype Tool

We can use Google’s Keyword Planner to design the interest phase of our prototype. You can update the text and the design will change in real time. This is the best approach because Google is constantly changing the format of paid and organic search listings, and any design templates will be quickly out of date.


Creating the ad in Google’s tool shows a live preview of how it will look.


Creating the ad in Google’s tool shows a live preview of how it will look. (Large preview)

You can also live prototype the ad in using Google’s tools on desktop and mobile.


You can preview the ad on desktop and mobile.


You can preview the ad on desktop and mobile. (Large preview)

Our prototype now contains details for the first two subphases of the attraction part of the user life cycle.

Now that we have generated interest in the product, we need to start looking at how our user will evaluate our product to see if it is something they would want to invest time in.

3. Evaluation

The evaluation phase is all about the first visit to our website and that all-important first impression.

We need to look at where users are landing from, be it Facebook ads, Google search results or indeed other routes to our product, such as YouTube, Instagram or Pinterest.

Google Analytics can tell us the most common landing pages and where people come from. A report named “Network Referrals” can help.


We can see here that Facebook is major source of inbound traffic.


We can see here that Facebook is major source of inbound traffic. (Large preview)

SiteTuners’ custom Google Analytics report identifies landing pages with a high bounce rate. We can interpret these as pages users are interested in, but users can’t find what they need or the messaging might not resonate with them. This report is fantastic for UXers to find pages that are causing problems and need to be improved.


Google Analytics shows pages with high-traffic and high-bounce rates


Google Analytics shows pages with high-traffic and high-bounce rates (i.e. problematic pages). (Large preview)

Quick Sprout’s tool is great for evaluating landing pages to give you some clues as to why the page we identified from the custom report is failing.

Prototype The Landing Page

User research has helped us define what our users need at each step, and we’ve mapped out those needs. If it’s an existing product, then we know which landing pages are causing us problems.

The journey map can help us determine the type of copy to include on the landing page — what the user is expecting to see, what questions they need answering and what concerns they may have.


The three parts of the attraction phase and user questions and information needs.


The three parts of the attraction phase and user questions and information needs. (Large preview)

We can then directly translate the user needs into the design for the landing page.


A quick mockup of the landing page meeting the user questions and information needs.


A quick mockup of the landing page meeting the user questions and information needs. (Large preview)

Understanding and mapping the problems users have, the solutions they need, as well as the questions they have when evaluating will make designing this page a straightforward task. If we have an existing but underperforming landing page, we’ll know what content the user is expecting and can evaluate and recommend what needs to change.

Previously, when prototyping we may have used lorem ipsum text. Now, we don’t need to because we have the copy we need. We can design the calls to action to reflect the problems our users are facing, increasing the likelihood of them using our product. No more need for lorem ipsum!

This landing page is just the start. In the next UX life cycle article, we’ll look at further enhancements.

Here’s more great guidance on How To Design An Effective Mobile Landing Page.

User Research The Journey, Including The Landing Page

We can now use the prototype to user test the whole attraction journey, from initial awareness to evaluation. Another Smashing Magazine article has some great suggestions to help with your user research.

Just Scratching The Surface

We’ve looked at how UXers can learn from other disciplines, such as marketing and SEO, to better understand, research, design and improve the attraction phase of the product life cycle.

If you’d like to learn more, I suggest these great books:

In the next part of the series, we’ll look at the next phase, activation: helping users to sign up, onboard and pay for your product.

This article is part of the UX design series sponsored by Adobe. Adobe XD tool is made for a fast and fluid UX design process, as it lets you go from idea to prototype faster. Design, prototype and share — all in one app. You can check out more inspiring projects created with Adobe XD on Behance, and also sign up for the Adobe experience design newsletter to stay updated and informed on the latest trends and insights for UX/UI design.

Smashing Editorial
(ra, yk, il)


Originally posted here: 

Attracting Users To Evaluate Your Product