Sunday on the Sofa – Good UX and Bad UX

Like any red-blooded, country-loving, digitally-engaged American couple, my husband and I spent last Sunday morning shopping online. He for some bike rack attachments for a road trip, and I for new sheets to replace our frayed sets.

This is a rather pathetic first-world problem, but we are selling our home, so I didn’t want to invest in a whole new design/style for our bedding – just in case our new digs have a different vibe.  After hearing an annoying satellite radio ad over and over again for Boll and Branch sheets, I thought I’d check them out.

I found the whole user experience remarkably easy and intuitive. I was greeted with a $30 off-my-first-purchase-coupon-offer, which I quickly dismissed after determining that my satellite radio coupon code would give me a better deal. The website’s photos were big, bold, and beautiful, and visually answered nearly all my questions. Option selections such as size and color were in big print and simple to navigate – a bonus for my deteriorating middle-aged vision. The checkout process was a walk in the park. No hassles, no long processing waits while you’re wondering if you actually pressed a button or not, no repeat entries – clear bold calls-to-action (CTAs) so you know exactly what to do next.

Meanwhile, as I was delighted with my quick and facile purchase, my husband was grumbling loudly at the other end of the sofa.

“Jule, you gotta check this out,” he said.

I gathered my robe, and slid my coffee over to his end.

“I mean look at this! It is so irritating!” I knew where this was going.

“I know exactly what I want to look at, but they’re making me enter all this junk first. Okay, so now I’ve done that, and I have no idea if what I’m seeing matches what I need now. I want it for my truck, but they’re modeling the rack on a car.”

good-ui-not-equal-good-ux-designing-north-studiosHe was exasperated. The company was Yakima, one I hold near and dear to my heart due to a native allegiance to the Northwest. We have spent thousands of dollars on Yakima equipment – from Rocket Boxes to ski racks to bike racks for just about every motor vehicle imaginable. Suffice to say, we’re fans. I’d almost go so far as to say to we’re influencers in the parlance of Malcolm Gladwell. But here’s the deal, my husband was so frustrated with the user experience, that he abandoned the purchase. He figured out a way to make due with what we had. If you go to the website, it looks beautiful. The user interface or UI, is modern and appealing. It’s the user experience that was miserable.

So there we were. A once blissful couple wiling away our morning with our laptops, Meet the Press, and our credit cards burning in our hands – both intent on a purchase. And due to user experience (UX), the too frequently ignored brethren of UI, one purchase was gleefully made, and one purchase was angrily abandoned.

If you’re building a new digital product or updating an existing website, make sure the firm you’re working with knows the difference between UI and UX. Designing North Studios’ Managing Director Lisa Peacock likes to say, “UX should inform the UI. We’ve all been to art school – we know we can make it look good, but can we make it useable.” That’s the problem your firm needs to be able to solve.

Think of the money, time, and effort you expend on finally getting BUYERS to your website. Not just looky-loos, but BUYERS. Don’t blow it once you’ve got them there. UX is not optional. Our weekend foray resulted in one happy customer, (who will be a return customer), and one temporarily lost customer. Had we not already been avid fans of Yakima’s products, we wouldn’t consider trying again. Fortunately, the coffee was good, the PJs were cozy, and Meet the Press was entertaining. Not even crummy UX could spoil our Sunday on the sofa.

Yup. Mobile. Again.

We really don’t mean to beat a dead horse, but it continues to amaze us when we see successful companies which have still not addressed their unresponsive (read: not mobile-friendly) websites. This recent chart from the insightful folks at Statista underscores the trending well.

decline-of-global-pc-market

PC sales have done nothing but decline since 2011, and are forecasted to eventually stabilize per research from International Data Corporation (IDC). Tablets, phablets, detachable tablets, and phones have all impacted the market substantially. There are, of course, other factors such as the general economy (commodity prices and foreign currency headwinds for example) and perceptions regarding added value or lack thereof of new PCs that affect these trends.

But let’s face it, most of us are hard-pressed to think of a day in which we haven’t used either our mobile phone, tablet, or phablet to access a website.

And there are few things more irritating than landing on an unresponsive website. Your handy hand-held now requires two hands as you try to awkwardly use your fingers to blow-up the micro-text you’re trying to read. Then you have to slide around in an attempt to find a tab in the main navigation to get to your intended destination. A few expletives, and BAM, you’ve abandoned the site in search of greener pastures.

We’re pretty sure that most university marketing programs do not stress a make it hard for the customer to find your product or service philosophy. So why isn’t every company on the planet jumping into website redesigns? Good question.

We think there are four main reasons:

 

You can't WISH away mobile. [Photo credit: SuperFamous.com]

You can’t WISH away mobile. [Photo credit: SuperFamous.com]

  1. They don’t think there’s a big problem with having an unresponsive website.

We can always point to Google’s demoting of non-mobile friendly websites as the most actionable reason to believe it’s a big deal to have an unresponsive website. And now Google is preparing for what some are calling Mobilegeddon2. In May 2016, Google plans to,“…start rolling out an update to mobile search results that increases the effect of the ranking signal to help our users find even more pages that are relevant and mobile-friendly.” As a design studio that’s deeply involved in creating fantastic and intuitive user interfaces and user experiences, we struggle to digest that a successful company doesn’t view unresponsiveness as a big problem.

2. There’s no money in the budget.

This one we understand. Depending on the size of an organization, the move to a responsive website and/or a mobile app can be a considerable undertaking. We get that. As with most new marketing initiatives, we recommend that you put together a compelling rationale plus ROI that your senior management cannot ignore. Here are few thoughts to bolster your argument.

3. It’s a big undertaking because they need to update the whole website anyway – it’s easier to just keep putting it off.

It’s like dieting. You’ve been adding a couple extra pounds every year, but instead of jumping on it, you’ve let it slide and now you need to do something serious. A few pounds has become an even 10. Your favorite jeans don’t fit. You don’t want to go out. It’s like that with your website, if you haven’t been consistently addressing its upkeep (let’s face it, it’s hard to fit everything in), that killer bod is now, well, rather unsightly.

You have to face the facts. It’s only going to get worse. Mobile is not going away, nor are all those updates and subtle improvements that your website needs. The sooner you get it into a more manageable configuration, the better you are going to feel. Just contacting a design studio to start the conversation will help. So hop on the treadmill and cut the carbs. You’ll feel better once you get started. We promise.

4. Aliens have invaded their bodies with no concept of Earthly digital interactions.

We’re closet nerds. It could happen, right? Plus, it would explain a lot.

What are you thoughts? Are we missing something?

If you’re ready to dive in – or perhaps put a toe in the water, GIVE US A JINGLE.

 

 

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