Design

Print Loves Web

Advertisement in Print Loves Web
 in Print Loves Web  in Print Loves Web  in Print Loves Web

A recent power cut highlighted the fragile and dated way I access content on the Web. I sit in front of a computer which has a number of hardware elements like a keyboard, mouse and monitor — all connected to a black box which houses a number of other smaller more complicated bits of hardware. To access content on the Web, I rely on all of these layers working, not to mention the parts outside of my control-like cabling and remote servers. As soon as one of these layers goes down (the electricity in my case) I’m left with nothing. A mobile device allowed for some surfing but eventually my batteries died and I was back to darkness.

There was nothing for it but to pick up a book to try and satisfy my visual hunger. With all other distractions (the kinds that need juice from the wall) lying lifeless around my flat, I was able to really enjoy a book I’d been meaning to look at for some time. With many image filled pages the large hardback book (Supply and Demand by Shepard Fairey) was a real joy. Controlling the speed at which I let the pages flick with my thumb, the smell of the ink and paper and the subtle cracking noise of the spine as I opened the book wider, it was the best user experience I’d had in a very long time.

Smashing-book-smp2 in Print Loves Web

Reflecting On The Web

I started to think about not just the delicate nature of accessing Web content, but also what it feels like to look at and navigate websites and use applications via a computer. It’s clumsy to have to press keys to say what I want to say, then have to stop pressing the keys to hold onto a small bit of plastic which moves a tiny pointer on my screen, which I then have to click on stuff that makes other stuff happen. It also made me question my own trade of designing these sites that we expect people to use and enjoy.

All the effort that I put into styling buttons, spacing letters, creating harmony in colour and then building it to work in browsers I’m convinced don’t actually exist. A whole heap of work for a lousy user experience of clicking, typing, scrolling, then clicking again, then typing. A modern Web user is spending less time sitting at a desk in front of a screen and is constantly connected.

Web-loves-print-icon-smp1 in Print Loves Web

When Two Trades Go To War

In our industry, print design and digital/Web design are two very different trades. Print designers (or graphic designers if you want to get all old school) are seen to be folk that don’t have a place in a trendy digital agency with their mumbo jumbo talk of spot colours, bleed and ligatures, and Web designers are seen as a bunch of jack the lads that know nothing about typography and how to use colour, they simply talk of validation, hover states and hex values. This might be true in some cases but the real story is that these two trades better get together over a beer and make friends. The future of online content depends on it.

I don’t own an iPad or Kindle but I’ve used both and I do have an iPhone which I use a lot. If you take a step back from the technology of these types of device and just think about the function for a moment, it’s clear that they have been designed to be held and touched (haven’t we all) in much the same way as a book. Many apps that are available on the iPad and iPhone right now are based on physical objects that need to be touched to work like a piano or guitar. So what does this have to do with print and Web becoming best buddies?

Print-vs-web-thinking-smp1 in Print Loves Web

Web, Meet My Friend Print

I have a background in print and I’ve been lucky enough to work with some brilliant graphic designers who have taught me about paper types, printing techniques and good typography. These are skills the graphic designers have developed over a much longer period of time than the Web has existed. Good graphic designers are able to communicate a message visually in more than just two dimensions. Being aware of scale, environment, textures and light are all skills that are fundamental to graphic design.

Graphic designers were user testing their creative even before Tim Berners-Lee had even come up with the catchy mouthful WorldWideWeb. I’ve been involved in focus groups where participants have been asked questions about not just the message and content of printed direct mail campaign but also on the quality and finish of the paper.

Imagine creating a super team of forward thinking product designers, Web designers and print designers to re-think the way we deliver content online and digitally. Collaborative working with experts in these fields focusing on new ways to deliver and present a print style magazines in a digital format is an exciting prospect. Thinking beyond the faux page turn styles we’ve all seen in various book readers over recent years but moving more towards a device that can re-create fidelity of a printed page and content that can dynamically populate itself with location aware content and personalised messages.

Print-loves-web-thinking-smp1 in Print Loves Web

Future generations of the iPad could find a way of re-creating the sensations I experienced when I flicked through that book during the power cut. Tactile feedback and textures could be standard features and the way colours behave in certain lighting could be much more realistic. Devices will have a whole new approach to power consumption, too. Speech recognition is a dead donkey, and only ever used by sales reps who are happy to listen to sound of their own voice while weaving around on the M25. The ability for the device to connect to the users mind to cut out all the mundane key pressing and link clicking would be a wonderful feature — thinking and doing at the same time.

The Future Of Content Delivery

One thing most of us humans have in common is the ability to touch, talk, see and think so we should be designing for everyone. Hardware builders need to consider all environments on earth and think about things like battery life, connectivity and sustainability, too. I’d like to see the large hardware manufacturers that are celebrating massive financial profits exploring ways of making their devices usable by every human in every environment.

The information available on the Web should and can be available to everyone on earth. With a new breed of mobile device that delivers this content in a whole new way will ensure that each and everyone, young and old will understand and enjoy accessing this content. We need to think physical and we need to think touch but we also need to review the way we behave online right now and decide what goes and what stays.

It’s up to us, the designers (both Web and print), to be pushing and nipping the heels of the hardware manufacturers to encourage these new ideas. Apple’s App Store is good at this; it’s still not perfect but the Web as a whole will allow these ideas and thoughts to trickle out and be picked at and improved.

Asking The Pros

I asked our industry experts in both print and Web what they thought about a future where print and Web designers join forces to create new form of Web content. Can it work? Should the age old rules of print be used in the next generation of Web content? What Web design rules can we safely leave behind and what new rules should we adopt?

Brendan Dawes

Brendan-dawes in Print Loves Web

Brendan Dawes is Creative Director for magneticNorth, a digital design company based in Manchester, UK. Over the years, he’s helped realize projects for a wide range of brands including Sony Records, Diesel, BBC, Fox Kids, Channel 4, Disney, Benetton, Kellogg’s, The Tate and Coca-Cola. Brendan was listed among the top 20 Web designers in the world by .net magazine and was featured in the “Design Icon� series in Computer Arts.

“I think in many ways we are still tethered to romantic notions of how things were in the past; whether that’s adding filters to digital photographs to make them look like Polaroids, or typing notes into apps that are made to look like their paper counterparts. There seems to be something warm and more human when you add these analog layers on digital things; layers derived from the things from our past and how things used to be. But for me I think it’s short-sighted to let the past bully potential new thinking in this way. Personally I hate digital page-turn effects — why are we trying to shackle digital interfaces to old paradigms? You turned a page because that was how a book was/is constructed, but there are no pages as such in the digital domain.

If we’re talking about making a deeper connection from a user experience point of view then trying to emulate the past is not the way we should be going — we should be exploring entirely new techniques that are born from the exciting possibilities of the new rather than the old ways of the familiar. But there is comfort in the familiar; familiar is easier, whilst new is harder and often scarier. Yes, I love holding a beautifully printed book in my hands, the feel of the ink on the printed page and all that, but I equally love holding a beautifully crafted, often magical app in my hands, too. Surely, it’s more exciting to create new things rather than Xerox the past? I know which one I’m more excited about.”

Steven Heller

Steven-heller in Print Loves Web

Steven Heller wears many hats (in addition to the New York Yankees). For 33 years he was an art director at the New York Times, originally on the OpEd Page and for almost 30 of those years with the New York Times Book Review. Currently, he is co-chair of the MFA Designer as Author Department, Special Consultant to the President of SVA for New Programs, and writes the Visuals column for the New York Times Book Review.

“Whenever I hear print and Web mentioned in the same sentence, it is usually a downer. Print is dead. Web is alive and weller. Well, I think the marriage of the two may not last into the 22nd century, but for this century, there should be happy bedfellows. Can’t wait to see the offspring. ”

David Airey

David-airey in Print Loves Web

Graphic designer and design author, David has been featured in Creative Review, HOW Magazine, Digital Arts, LogoLounge, and more. He also has been mentioned on the New York Times website, and was interviewed live on BBC Radio. David’s graphic design blogs Logo Design Love, davidairey.com and brand identity showcase Identity Designed attract more than one million monthly pageviews.

“A future where print and Web designers join forces happened some time ago. Today’s designer considers every aspect of a project’s deliverables. S/he might not take full responsibility over each touchpoint, but there should at least be some level of knowledge acquired about the project’s bigger picture — the main goal.

Compare it to a jigsaw puzzle that was pieced together by five different people. Each person focused on one specific area, but at the same time, before they began, all five knew what the completed puzzle was going to look like. This insight helped them to streamline the process, placing the pieces they were responsible for in the correct area within the overall frame. They saved time and effort, just as designers of today who specialize are at an advantage when they stand back and view a project from every angle.”

Conclusion

It seems there is no place for the traditional print designer, but then again, nor is there a place for the traditional Web designer who ignores our print design history. The modern designer is much more than a Web, print, digital or visual designer. Perhaps the modern designer is one that embraces all forms of design to create content that ‘knows’ where it is and ‘lives’ and behaves in a way that brings us as humans much closer to it.

What do you think? Feel free to share your thoughts with us in the comment section below!

Further Reading

  • Mike Matas: A Next-Generation Digital Book (Video)
    Software developer, Mike Matas, demos the first full-length interactive book for the iPad with clever, swipeable video and graphics and some very cool data visualizations to play with. The book is called “Our Choice” — Al Gore’s sequel to “An Inconvenient Truth.”
  • Flexible Phone Made From Electronic Paper
    A prototype flexible smartphone which has been created by Canadian researchers with the help of electronic paper.
  • Microsoft Surface 2 CES (Video)
    A demonstration of Microsoft’s second generation of Surface.

(il)


© Mark Cossey for Smashing Magazine, 2011. | Permalink | Post a comment | Smashing Shop | Smashing Network | About Us
Post tags: , ,


Cool and Useful jQuery Image and Content Sliders and Slideshows

Advertisement in Cool and Useful jQuery Image and Content Sliders and Slideshows
 in Cool and Useful jQuery Image and Content Sliders and Slideshows  in Cool and Useful jQuery Image and Content Sliders and Slideshows  in Cool and Useful jQuery Image and Content Sliders and Slideshows

Looking for some cool new (and free) jQuery slider plug-ins and scripts? Then here is the perfect round-up created just for you. Here, we have collected the best of the freshest jQuery plug-ins for creating amazing image and content sliders. Because all of these plug-ins come with different functionality, this guide should help you figure out which one suits you best. Let’s go!

jQuery Image And Content Sliders

Cloud Carousel (demo | download)

Here is a 3-D carousel, with optional auto-reflection that doesn’t require images to be modified or server code to be added. Accurate 3-D perspective and easy integration with basic valid HTML, all with a tiny bit of JavaScript.

Jqueryimage481 in Cool and Useful jQuery Image and Content Sliders and Slideshows

ShineTime (demo | download)

“A new kick-ass jQuery and CSS3 gallery with animated shine effects.” This effect will make user interface elements look like they’re a polaroid photo (or made of glass). The best part is that it’s not that difficult to achieve.

Jqueryimage45 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Nivo Slider (demo | download)

Nivo Slider is an awesome and lightweight jQuery plug-in for creating attractive image sliders. It simply converts a wrapper for images into a slider, and it offers nine unique transition effects.

Jqueryimage3 in Cool and Useful jQuery Image and Content Sliders and Slideshows

MLB.com Content Switcher with jQuery and CSS3 (demo | download)

The goal of this project was to recreate MLB.com’s switcher without any extraneous images or other non-essential elements that tend to make stuff less maintainable.

Jqueryimage51 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Create Scrollable Interface (demo | download)

This jQuery plug-in creates a scrollable interface with which to scroll over a large image in a small area.

Jqueryimage52 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Beautiful Photo Stack Gallery with jQuery and CSS3 (demo | download)

The idea here is to show photo albums with a slider, and when an album is chosen, its images are displayed as a beautiful photo stack. In this stack view, you can browse through images by tucking the one on top under the stack with a slick animation.

Jqueryimage58 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Micro Image Gallery: A jQuery Plugin (demo | download)

Jqueryimage54 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Minimalistic Slideshow Gallery with jQuery (demo | download)

This simple and beautiful slideshow gallery can be easily integrated in your website. The slideshow is in a container, with options to view a thumbnail grid, pause the slideshow and navigate through the pictures. The grid slides out from above and allow the user to navigate the thumbnails.

Jqueryimage55 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Image Slider with Unique Effects (demo | download)

This coin-slider jQuery image plug-in has several transition effects.

Jqueryimage1 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Create image gallery in 4 lines of jQuery (demo | download)

Jqueryimage2 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Slideshow with strip effects (demo | download)

jqFancyTransitions is an easy-to-use jQuery plug-in for displaying photos as a slideshow with fancy transition effects.

Jqueryimage4 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Nivo Zoom (demo | download)

Nivo Zoom is a free jQuery image zoomer intended as a replacement for a lightbox.

Jqueryimage5 in Cool and Useful jQuery Image and Content Sliders and Slideshows

AD Gallery, gallery plugin for jQuery (demo | download)

A highly customizable gallery and showcase plug-in for jQuery.

Jqueryimage6 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Animate Panning Slideshow with jQuery (demo | download)

Jqueryimage7 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Image Scale Carousel (demo | download)

When working with images online, keeping the aspect ratio intact is as important as anything. That is what’s so nice about this jQuery plug-in: you don’t have to worry about sizing all of your images perfectly. It auto-scales your images for you, making implementation super-simple.

Jqueryimage8 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Sudo Slider (demo | download)

Essentially, Sudo Slider is a slider plug-in that allows you to do whatever you want, with whatever HTML you want. It’s both a content and image slider

Jqueryimage9 in Cool and Useful jQuery Image and Content Sliders and Slideshows

GALLERYVIEW (demo | download)

GalleryView is a content gallery plug-in capable of displaying any HTML content in an animated gallery view. Visit the project’s home page for documentation and demonstrations.

Jqueryimage10 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Jquery Plugin MopSlider 2.4 (demo | download)

MopSlider is a slider box that can contain any item with a set height and width. With version 2.5, MopSlider can be added to a page however many times you want. An auto-move function is included.

Jqueryimage11 in Cool and Useful jQuery Image and Content Sliders and Slideshows

jQuery Image Scroller (demo | download)

Making use of jQuery’s excellent animation features, this image scroller is completely autonomous and begins scrolling once the page loads. The finished widget is completely cross-browser compatible and performs as expected in the latest versions of the most common browsers.

Jqueryimage12 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Image Gallery Using jQuery and Flickr (demo | download)

Jqueryimage13 in Cool and Useful jQuery Image and Content Sliders and Slideshows

jQuery plugin: Wilq32.RotateImage (demo | download)

This is the product of the Wilq32.PhotoEffect snippet. You can use this tiny script to rotate images (at any angle) directly on the client side (e.g. with user-generated content) and animate them using your own functions.

Jqueryimage14 in Cool and Useful jQuery Image and Content Sliders and Slideshows

jQZoom Evolution (demo | download)

JQZoom is a JavaScript image magnifier built on jQuery. The script makes it easy to magnify whatever you want.

Jqueryimage15 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Photo gallery using jQuery and VisualLightBox (demo | download)
Jqueryimage16 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Zoomimage (demo | download)

Jqueryimage17 in Cool and Useful jQuery Image and Content Sliders and Slideshows

YoxView (demo | download)

YoxView is a free lightbox-type media and image viewing jQuery plug-in. It’s easy to use and feature-rich.

Jqueryimage18 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Supersized (demo | download)

This plug-in resizes images to fill the browser while maintaining their dimensions. You can cycles images and backgrounds in a slideshow with transitions and preloading. And navigation controls allow for “Pause/Play” and “Forward/Back.”

Jqueryimage19 in Cool and Useful jQuery Image and Content Sliders and Slideshows

AnythingSlider (demo | download)

Jqueryimage20 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Photo Revealer (demo | download)

With this, you get a line of cropped thumbnails on a string. Clicking the “More Info� button expands a photograph to full size and reveals additional information. Photos are loaded on page load, so there is no waiting after clicks.

Jqueryimage21 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Exposure (demo | download)

Jqueryimage47 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Auto-Playing Featured Content Slider (demo | download)

This is an alternative to the jQuery Coda Slider plug-in. With this, a slide can be any kind of HTML content whatsoever, even a full-size image with overlay. Each slide has a unique thumbnail that, when clicked, takes you to the corresponding slide, with an arrow above indicating the active panel. And it auto-plays!

Jqueryimage22 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Horinaja (demo | download)

Horinaja is a ready-to-use slideshow that can be used with either Scriptaculous/Prototype or jQuery. It allows you to use the mouse wheel for navigation; when the mouse is outside of the slideshow area, it scrolls; when hovering over the slideshow, scrolling pauses.

Jqueryimage23 in Cool and Useful jQuery Image and Content Sliders and Slideshows

S3 Slider (demo | download)

This one’s easy. First, enable the jQuery library, and then include the S3 Slider JavaScript in the head of the page where you want to use it.

Jqueryimage24 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Slide Deck (demo | download)

SlideDeck is a powerful plug-in that lets you organize any type of content into a beautiful and user-friendly slider.

Jqueryimage25 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Galleriffic (demo | download)

A jQuery plug-in for rendering rich fast photo galleries.

Jqueryimage26 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Photo Gallery – Dark Theme (demo | download)

GalleryView decides the best way to animate your filmstrip. When the gallery is wider than the filmstrip, the filmstrip remains stationary and the pointer slides from frame to frame. When the filmstrip is too long for the gallery, the pointer remains still and the filmstrip animates beneath it.

Jqueryimage27 in Cool and Useful jQuery Image and Content Sliders and Slideshows

jQuery morphing gallery (demo | download)

A gallery that “morphs” images between transitions.

Jqueryimage28 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Simple Accordion w/ CSS and jQuery (demo | download)

Designed and implemented with usability in mind, this accordion can come in very useful when organizing a good chunk of content.

Jqueryimage29 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Automatic Image Slider w/ CSS & jQuery (demo | download)

Jqueryimage30 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Create a Slick and Accessible Slideshow Using jQuery (demo | download)

A usable and accessible slideshow widget for your website that uses HTML, CSS and JavaScript (via jQuery).

Jqueryimage31 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Fancy Thumbnail Hover Effect w/ jQuery (demo | download)

Jqueryimage32 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Coda Slider Effect (demo | download)

Jqueryimage33 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Simple Controls Gallery (demo | download)

Want to display images as an automatic slideshow that can be played or paused by the user? Simple Controls Gallery displays an image by fading it into view over the previous one. Navigation controls pop up when the mouse rolls over the gallery.

Jqueryimage34 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Popeye (demo | download)

jQuery.popeye is an advanced image gallery script built on jQuery. Use it to save space when displaying a collection of images, and offer users an elegant way to show big versions of images without disrupting the page flow.

Jqueryimage35 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Simple demo (demo | download)

Jqueryimage36 in Cool and Useful jQuery Image and Content Sliders and Slideshows

ImageFlow (demo | download)

ImageFlow is an unobtrusive and user-friendly JavaScript image gallery.

Jqueryimage37 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Moving Boxes (demo | download)

Jqueryimage38 in Cool and Useful jQuery Image and Content Sliders and Slideshows

SlideViewerPro (demo | download)

SlideViewerPro is a fully customizable jQuery image gallery engine that allows you to create outstanding sliding galleries or interactive galleries in blog posts.

Jqueryimage39 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Pirobox (demo | download)

Jqueryimage40 in Cool and Useful jQuery Image and Content Sliders and Slideshows

jQuery simple panorama viewer (demo | download)

This small plug-in for jQuery will display any image on the page that has the class panorama as an interactive panorama.

Jqueryimage41 in Cool and Useful jQuery Image and Content Sliders and Slideshows

A Beautiful Apple-style Slideshow Gallery (demo | download)

Jqueryimage42 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Flickr Photobar Gallery (demo | download)

The aim here was to build a bottom photo bar that one could easily integrate into a website. It is hidden initially and slides up when the handle is clicked. The photo sets are first shown and when one of them is chosen; all of the set’s images can be viewed as thumbnails; when a thumbnail is clicked, the full view appears as an overlay.

Jqueryimage60 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Step Carousel Viewer (demo | download)

Step Carousel Viewer displays images and even rich HTML by side-scrolling them left and right. Users can jump to any panel on demand or browse the gallery by scrolling through any number of panels at a time. A smooth sliding animation is used to transition between items. And don’t worry, you can tame this script to do exactly want you want: two public methods, two custom event handlers, and three “status” variables are available for this purpose.

Jqueryimage43 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Zoom-Info (demo | download)

Jqueryimage46 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Box Slider (demo | download)

Jqueryimage49 in Cool and Useful jQuery Image and Content Sliders and Slideshows

jQuery Panel Gallery (demo | download)

An attractive and beautiful image slideshow plug-in, with a classic transition effect.

Jqueryimage53 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Image Highlighting and Preview with jQuery (demo | download)

A nice way to allow users to view bigger versions of images with some context.

Jqueryimage56 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Interactive Photo Desk (demo | download)

With this utility, photos can be dragged and dropped, stacked and deleted, with each action resembling a real-world action.

Jqueryimage57 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Multimedia Gallery for Images, Video and Audio (demo | download)

Jqueryimage59 in Cool and Useful jQuery Image and Content Sliders and Slideshows

Awesome Mobile Image Gallery Web App (demo | download)

A simple mobile image gallery, using the amazing jQTouch jQuery plug-in for mobile Web development. jQTouch has native animations, automatic navigation and themes for mobile Webkit browsers like those on the iPhone, iPod Touch, G1 and Pre.

Jqueryimage61 in Cool and Useful jQuery Image and Content Sliders and Slideshows

(al)(rb)


Relationship Engineering: Designing The Happily Ever After

Advertisement in Relationship Engineering: Designing The Happily Ever After
 in Relationship Engineering: Designing The Happily Ever After  in Relationship Engineering: Designing The Happily Ever After  in Relationship Engineering: Designing The Happily Ever After

I remember when we first met. We hit it off instantly, and it didn’t take long before I was in love. I introduced her to my family, and they all loved her, too. Hell, I even convinced my wife that she was perfect. We’ve been happily together now for years. I spend a good portion of my day with her and, yes… sometimes she joins my wife and I in bed. Although, not much sleeping gets done; I’m typically too busy studying curves.

Save your scarlet letter. If you’ve read part one — Relationship Engineering: Designing Attraction — you know that I’m not talking about some affair. I’m describing my relationship with Apple and their slew of gadgetry. Even when it’s not practical, I still find myself wanting the latest Apple iWhatever.

Klimt in Relationship Engineering: Designing The Happily Ever After
The Kiss, Gustav Klimt (Image: Wikipedia)

It seems I’m not alone in this addiction; according to a recent survey, 74 percent of iPad purchasers already own a Mac and 66 percent of them own iPhones. Not only does Apple engineer marvelous products, they also engineer extremely strong relationships with their audience.

In part one, we explored the ways in which brands spark our proverbial flame and get us interested in their products. Here we’ll delve into what keeps that flame alive and converts our interest into love and possibly even obsession.

Momentum

Maintaining a long-term relationship is not easy; things can easily become stale. Looks and personality are crucial in developing attraction, but people need more from a serious relationship. To create a strong and long-lasting bond, two other elements are needed: simplicity and reward.

Simplicity and reward dance a delicate equilibrium. Each influences the impact of the other. If the relationship is too simple, its rewards are dulled; too difficult, and the relationship might break. Achieving a harmony between the two will build a momentum that keeps the relationship moving.

The back and forth of simplicity and reward creates a wave of satisfaction, which people undoubtedly want to ride. Select brands are making huge waves by implementing these principles to create exciting and engaging experiences. Let’s examine some of the factors that determine simplicity and reward.

Simplicity

Da-vinci in Relationship Engineering: Designing The Happily Ever After

Sophisticated relationships are the product of simplicity. You could begin a relationship with someone on the other side of the world, but its sophistication would remain fairly juvenile; the distance makes it complicated. However, if that person moved across the street, your relationship would have more opportunity to flourish.

Difficulty is inevitable in relationships, but a bond will rarely survive continuous strife. So, we gravitate towards people who are easy to get along with. This criteria is defined in different regards: geographical proximity, conversation flow, harmony of beliefs and so on.

Simplicity is even more important when it comes to the products we choose. Our evaluation of simplicity with a product is often more fickle than with a person. This is especially true on the internet where options are bountiful and only a click away. It’s our responsibility as designers to ensure every aspect of the experience has as little friction as possible.

It’s easy to mistake complexity for sophistication. And quite often, products and interfaces are made unnecessarily complex with extraneous features. As designers, we need to recognize that a truly sophisticated experience is one that transforms complexity instead of accentuating it.

Apple vs. Microsoft

Let’s compare the support pages of Apple and Microsoft and derive a simple friction analysis — an evaluation of how easy it is for a user to achieve a goal. We’ll assume the user has arrived at this page in need of some assistance with their operating system. Areas of the page offering contact with a human have been highlighted in green to indicate low friction as it puts the problem-solving in the hands of the company. Yellow areas indicate self-help mechanisms, which add mild friction. If an area is irrelevant or offers very little help, it has been marked in red.

Apple in Relationship Engineering: Designing The Happily Ever After
Apple Support website

Microsoft in Relationship Engineering: Designing The Happily Ever After
Microsoft Support website

Apple-microsoft in Relationship Engineering: Designing The Happily Ever After

Apple offers less friction in their customer support process and, and in doing so, strengthens the relationships with their customers. They offer more self-help options and many more ways of contacting an actual person. It’s interesting that Microsoft devotes nearly half of their page to push products, social media and news. They ignore the fact that someone is going there for help. It’s like trying to confide in a friend, but instead of offering guidance, they ask you to buy some Girl Scout cookies and suggest that Thin Mints taste even better frozen. It makes things difficult and hurts the long-term relationship.

Netflix vs. Blockbuster

Started in 1985, Blockbuster once ran supreme as the media rental giant. Brick-and-mortar stores across the country offered convenient access to movies. Instead of purchasing a movie, you could simply rent it. It seems trivial today, but the idea was novel at the time.

Blockbuster quickly grew into a multi-billion dollar empire with thousands of stores in the U.S. and seventeen other countries. However, Blockbuster is currently in Chapter 11 bankruptcy. Why?

Consumer needs drive the evolution of simplicity, and Blockbuster failed to address the complexities in their business model. Why should we be required to drive to a store to pick up and return movies? Why should movie rentals be so expensive? And why should we be charged late fees? Netflix addressed these questions, and took an evolutionary leap by harnessing the power of the web.

Netflix’s rental-by-mail service revolutionized the industry. Browsing movie choices on your home computer is much easier than going to a store only to realize the movie you want is out of stock. Because Netflix offered a subscription instead of a pay-as-you-go model, they removed even more complexity from the process by eliminating due dates and late fees.

Unlike Blockbuster, Netflix did not just change the industry once and ride the wave. They continued to innovate. Realizing the complexities in their own business model, they introduced a new solution to simplify things even further: on-demand streaming. Members can instantly stream a movie to their home computer, cellphone, iPad, gaming console, DVD player or one of many other devices. By removing friction, they built stronger relationships with their audience.

Netflix and Blockbuster both offer the same experience: entertainment. However, Netflix made the process of achieving that experience much simpler. The evolution of an industry is driven by demand, but determined by simplicity. Netflix knew this, and became a blockbuster of its own.

To Sum Up

  • Simple relationships are sophisticated relationships.
  • A friction analysis can be an effective tool in measuring simplicity.
  • Survival relies on eliminating friction from the user experience.
  • Thin Mints taste great out of the freezer.

Reward

Arrested-development in Relationship Engineering: Designing The Happily Ever After

Relationships are exciting, especially in the early stages of courtship. We have an entire hierarchy of rewards to achieve. In some relationships, the rewards are purely physical, while others go deeper and offer rewards such as marriage, children and bingo partners.

The satisfaction of a reward is driven by desire. The stronger the desire, the greater the satisfaction. In order to build someone’s desire, there must be something concrete that they lack. Traditional advertising often features a sexy celebrity using their product. In addition to its sex appeal, this technique also outlines numerous deficits which we desire to fill. We may lack the product, but more importantly, we lack celebrity. Fame has been elevated to a virtue within our society, and it’s perceived to be extremely satisfying.

Kim-ad in Relationship Engineering: Designing The Happily Ever After

By paralleling a product with a celebrity, brands aim to raise the perceived satisfaction of their product (for more on this, pick up a copy of Cialdini’s Influence). You may have had no previous desire for the product, but the advertiser unveiled something you lack, and that lacking triggers the emotion of desire.

Another common way of increasing satisfaction is through challenge. We, as humans, love a good challenge. Puzzles, sports, even video games are all unnecessary challenges that we willingly bring into our lives. Defeating an opponent, whether concrete (e.g. an opposing sports team) or more abstract (e.g. solving a puzzle), offers a sense of satisfaction.

Challenge must be carefully managed, because it goes against the bonding power of simplicity. Desire will increase as things become more difficult, but only to a point. Once the amount of difficulty outweighs the anticipated satisfaction, people become frustrated. And frustration can flip peoples’ desire for reward into desire for your demise.

Call of Duty

The video game industry is arguably the most successful implementer of the challenge methodology. Most games set forth a hierarchical reward system, which rewards players for achieving certain objectives — the more difficult the objective, the greater the reward. This system builds an extremely strong bond with the player.

Activision’s Call of Duty is one of the hottest video game franchises on the market. The latest release of Call of Duty: Black Ops set the first-day sales record not only for a video game, but for the entire entertainment industry. In fact, it pulled in $360 million in North America in one day, which is more than four times what Avatar made in its opening weekend.

The game features a compelling story mode, but the real relationship-building aspect of the game is its multiplayer mode. Each player starts off with a limited array of weapons and perks. They are rewarded with in-game currency for achieving different objectives, which can be used to unlock new munitions, upgrade weapon attachments, customize camouflage and even modify face paint. Leveling up to the highest rank and unlocking everything requires a significant amount of gameplay, but that’s only the beginning.

Cod-medals in Relationship Engineering: Designing The Happily Ever After
Source: Call of Duty icons

After you’ve been promoted to the highest rank, you’re given the option to go “Prestige� and start from scratch. You sacrifice everything you’ve unlocked in exchange for a new medal next to your name. The medal is nothing more than an icon but, within the community, it’s a badge of pride. Not only does this set the pros apart from the n00btubers, it builds an obsession that keeps players coming back for each release in the series.

Groupon

Being frugal is hip nowadays. Thanks to companies like Groupon and LivingSocial, coupons have been revitalized in a big way. Instead of clipping them from newspapers circular ads, however, people receive them daily in their email.

Leading the pack is Groupon, which offers a deal-a-day from local businesses. What started in Chicago with a half-off pizza coupon has skyrocketed into a worldwide movement with more than thirty-five million users. So, how has Groupon started such a craze over something as simple as a coupon? Simple… by creating a low-friction, high reward system, for both consumer and retailer.

Groupon in Relationship Engineering: Designing The Happily Ever After

Groupon is capable of offering discounts upwards of 90% off by using a mechanism known as the “assurance contract.� Each retailer offers a high-level discount through Groupon, but only honors that discount if a set number of people purchase it. Groupon will then take a 50% cut for facilitating. If the number of purchases isn’t met, the deal is off and everyone who purchased the coupon gets their money back.

This “can’t lose� system encourages people to take prompt action. Not only does the expiration timer add a sense of urgency, but the fact that a certain number of people must participate adds incentive to share the offer with friends and family.

Groupon also offers a $10 reward for referring a friend. They could have simply asked people to refer a friend, but the reward makes it all the more appealing. However, the reward can only be redeemed after the friend makes a purchase on Groupon. This encourages you to constantly annoy your friends about the service, since you now have a stake in their actions.

Groupon is an elegant example of reward mechanics in action. Harnessing urgency, assurance contracts, and social incentives is a powerful way to create millions of relationships. Ultimately though, the system relies on the balance of reward and complexity. Offering great rewards yields great rewards.

To Sum Up

  • Rewards increase engagement, but only if the anticipated satisfaction is greater than the difficulty required in achieving it.
  • Difficulty will raise the anticipated satisfaction to a point. If the threshold is broken, however, satisfaction quickly flips to frustration.
  • Outlining deficits invokes the desire to achieve them.
  • Game mechanics build enjoyable difficulty and encourage participation.

Fragility

Socrates in Relationship Engineering: Designing The Happily Ever After

Love is precious. Regardless of how much time and effort is put into a relationship, it remains fragile. We make all efforts to preserve it: we tailor our lives around the other person; we buy them gifts to show we care; we sacrifice for their sake. The idea that the relationship could end abruptly keeps us in a state of caring and preservation.

We also act with a preservation mentality with the products we love. People love wrapping their mobile devices in sleek, designer cases. They have a close relationship with their phone, and shelling out the extra money for a case helps preserve that relationship.

Honestly though, how often has a case actually saved your device from an otherwise irreparable demise? Chances are, not very often. Yet, the mobile accessory market is booming. Apple is cashing in on the must-have-a-case syndrome with its Smart Cover made specifically for the iPad 2. Some estimate that the new Smart Cover could ring in $1 Billion for Apple in 2011.

Still, you can’t help but wonder why such a large market has been built up around the preservation of devices which are only designed to last for a couple of years. I believe it has to do with the design of superficial fragility.

Why does the iPod have a mirrored back? Why not a brushed aluminum case like the iPad? Because the mirrored surface is very fragile. It’s hard to even take an iPod out of its box without scratching it. Scratches on the back don’t affect the performance of the device, but they do affect our perception of it. This superficial fragility is effective planned obsolescence, which is the lifeblood of the tech industry.

Planned obsolescence is essentially the engineering of a product to have a predetermined lifespan. The hope is to hook people into repeat purchases once the product is deemed useless or obsolete. This concept is nothing new. It has been driving profits and innovation in numerous industries — from gadgets to fashion — since the 1930’s.

Sometimes this technique actually prevents you from using the product any longer. For example, the lithium batteries in most of our electronic devices utilize integrated circuits to restrict the number of times the battery can be recharged. Even though the battery is capable of a full-recharge, the integrated chip prevents it.

Other times obsolescence is all about perception. The fashion industry relies on seasons and fads to dictate when you should purchase new clothing. Software companies use versioning to implement new features, which puts you behind the curve of innovation.

Even the Web design industry relies heavily on perceived obsolescence. Web technologies evolve so quickly that using something that was hip last year could render you obsolete this year. “Your site’s built in XHTML and not HTML5?! Gasp!�

Html-logos in Relationship Engineering: Designing The Happily Ever After

It’s easy to view planned obsolescence as an unethical practice, and in some cases it may be. However, use of this tactic forces brands to respect the fact that without us, they cannot survive. This urges them to act responsibly and to keep pace with innovation. It all comes back to the balance of simplicity and reward. Upgrading is a difficulty, but we’ll do it if the rewards are high enough.

Angry Birds

The Angry Birds franchise is a prime example of obsolescence done respectively. Like most games, the product obsoletes when someone has completed every objective. For some, this means finishing every level. For others, it requires earning three stars on every level. Still others will continue to play until they’ve acquired all of the hidden bonuses. Eventually, a player will hit their idea of “complete� and the product becomes obsolete in their mind.

Angry-birds in Relationship Engineering: Designing The Happily Ever After

Expansions can rejuvenate an otherwise stale relationship. Angry Birds expansion packs serve as a love-cycle reboot. Rovio (the creators of Angry Birds) could release updates for the game to offer new levels or challenges. Instead, they release separate stand-alone apps, requiring players to make new purchases. This is a small price to maintain a loving relationship.

This form of obsolescence puts the power in the hands of the consumer. It doesn’t force an upgrade. It simply offers a way to keep the relationship alive. If the brand continues to offer rewarding experiences, there’s no need to force obsolescence. People will continue to upgrade out of choice.

To Sum Up

  • Fragility strengthens relationships and fosters a worship mentality.
  • Obsolescence powers the wheel of innovation.
  • Breakups (planned obsolescence) must be handled respectively to bring your audience back. People should want to upgrade, not be forced to.

Conclusion

Relationships are the puzzle pieces of our lives. Good relationships fit into the bigger picture; bad ones are tossed aside. The bonds we make with people run parallel to those with products. Brands that nurture relationships become integral to the human experience and ensure their own survival in the marketplace.

The web is the most prolific matchmaker ever. As designers, developers, and digital mavens, we have a responsibility to understand and respect the relationships that we build through our work. People want products that look sexy, and many designers have become really good at sparking that initial interest. However, that’s only part of the battle. Long-term relationships require design in a much broader sense than just visuals; they’re interactive and on-going experiences, which need to be nurtured. Would you date your product? Would you marry your brand?

Further Reading

(jvb) (vf)


© Thomas Giannattasio for Smashing Magazine, 2011. | Permalink | Post a comment | Smashing Shop | Smashing Network | About Us
Post tags: ,


Optimizing Emotional Engagement In Web Design Through Metrics

Advertisement in Optimizing Emotional Engagement In Web Design Through Metrics
 in Optimizing Emotional Engagement In Web Design Through Metrics  in Optimizing Emotional Engagement In Web Design Through Metrics  in Optimizing Emotional Engagement In Web Design Through Metrics

Think about what keeps you coming back to your favorite store, your favorite person or even your favorite website. It’s not just a mindless buy-go, hug-go or click-go relationship. It is a complicated, emotional connection. It is what makes relationships with people and brands intoxicating. User engagement must have an equally complex emotional connection. It must affect the user in mind, body and spirit. Anything less is a 1990s brochure website.

You can create strong storytelling strategies based on user personalities and segmentation. However, it seems almost impossible to measure those efforts, let alone know how to optimize them, without access to a neuroscience laboratory. In fact, emotional engagement can be optimized, and quite effectively, using something already at your disposal: performance metrics.

Emotional-Behavioral Response Relationship

Let’s start with the basics: an emotion is a psychophysiological response in your body to a stimulus. It’s an internal process that in turn triggers an external behavioral response. Behavioral responses help you decipher the emotional responses of others. Things like facial expressions and body language give you clues to whether the chef wielding the knife is angry and going to attack you or happy and going to make you dinner.

Stimuluschart in Optimizing Emotional Engagement In Web Design Through Metrics

For example:

Stimuluschartexample in Optimizing Emotional Engagement In Web Design Through Metrics

But you don’t have to be face to face in order to read a person’s behavioral clues. In digital environments, users’ behavioral interactions with the platform can give you insight into their emotional states. Instead of reading facial cues to analyze how your UX efforts affect users, you can measure their responses via metric data. Metric data is a user’s behavioral response quantified. With a little reverse engineering, you can identify strong emotional triggers, optimize weak elements and create stronger user experience strategies, using psychology as your secret weapon.

By The Numbers: Behavioral Response

Behavioral psychologists have classified emotions in numerous different theories. A large majority of these theories agree that emotions manifest in various intensities and can even combine with others to build new emotional states. One example of such a theory is Robert Plutchik’s emotion wheel.

SGreenier EmotionWheel in Optimizing Emotional Engagement In Web Design Through Metrics
Plutchik’s emotion wheel.

When it comes to user experience, emotional engagement builds on itself as the user continues to interact not only with your platform, but with all aspects of your brand online, including SEM, press coverage and social networks. Emotional engagement with a digital product can be divided into four categories based on how much information and engagement the user has with your website: awareness, attraction, investment and adoption.

Awareness

Ads-Google in Optimizing Emotional Engagement In Web Design Through Metrics

User experience doesn’t start when they hit your landing page or start your app, but prior to it. Visitors have to make their way to your website in the first place. They’re navigating through websites full of frustration-inducing elements, trust-busting perils and anticipation-inducing amusements. The focus at this point is on building trust, anticipation and whatever other emotional responses you’ll target in your copy, imagery and overall storytelling.

  • Track awareness-level engagement using metrics like page views, page hits, video views, impressions and click-through rates.
  • Identify emotional image and copy triggers during the development phase by A/B testing on micro-sites, as well as using ad content and email campaigns.
  • Create dynamic content that spotlights your SEM, SEO and advertising goals, giving users exactly what they want as soon as they hit your page.
  • Leverage strong referral sources and advertising platforms to build trust and credibility. The coffee vendors featured in the screenshot above use Google, and the companies featured to the right of this column you’re reading use Smashing Magazine to reach customers. By aligning their messages with these brands, they are able to build more trust in the user than an ad on a less relevant platform (like Craigslist) might have.
  • Use emotionally rich imagery in your advertising messages, and carry that messaging through to the website itself. “Fresh-roasted coffeeâ€� begins to paint an emotional picture for the user of that perfectly roasted cup of steaming delight first thing in the morning. If your click-through rate is low, then your ad may not be compelling enough.
  • Develop intuitive and relevant architecture to decrease frustration and increase trust. First impressions count. If the bounce rate is high or the time on site is low, then the story you are telling in the awareness phase might not be carrying though to the user’s interaction on the platform.

Attraction

Site-Mailchimp2 in Optimizing Emotional Engagement In Web Design Through Metrics

Attraction-level engagement keeps users interested in your platform. Cohesion of the UX elements and usability is the name of the game. Building emotional engagement at this level is critical because behavioral engagement consists mainly of superficial interaction such as navigation and content absorption.

  • Track attraction-level engagement by looking at bounce rates, session lengths, pages per visit, abandonment rates, email opening rates and click-through rates.
  • Stay up to date on current trends in usability to create systems that are user-centric.
  • Identify high-focus areas in your user interface through eye-tracking, heat maps and software that records mouse movement. Optimize your framework, and place emotion-building content in strategic areas.
  • Continue building and reinforcing motivational and emotional triggers through engaging imagery, emotionally charged words for headings and main copy, and persuasive triggers. @Mailchimp publicizes a lot of “freeâ€�, “bigâ€� offers and uses bright imagery to boost joy and anticipation levels. Negative emotions, like sadness, can also build strong emotional engagement in users. Examples are the powerful images of animal cruelty often seen in PETA and ASPCA campaigns.
  • Highlight brand relationships, security measures, press and endorsements. Aligning your product with other respected brands builds trust. The list of brands that Mailchimp uses to show its press features builds an impressive amount of credibility. This is immediately followed by the call to subscribe by email. Putting the call to action after the trust-building credentials is more effective than the other way around.
  • Develop proper system-generated feedback and error handling. This could include loading notices and 404 pages with content referrals, which reduce abandonment due to user frustration.

Investment

Mormon in Optimizing Emotional Engagement In Web Design Through Metrics

Investment-level engagement involves a commitment from the user. It moves beyond a simple navigational interaction; the user is no longer behaving based on curiosity and anticipation alone. The user is interested in what you are offering, they trust your credibility, and they anticipate further interaction; thus, they act appropriately. They are now engaged enough to invest time, or do something risky like download a file or submit credit card information, or assume an identity (real or fictitious), stepping out of the role of anonymous Web surfer.

  • Track investment-level engagement by tracking your social network followers, RSS feed or podcast subscribers, email newsletter subscriptions, file downloads, e-commerce conversion rates, purchase line items (both items and amount), community sign-ups, and warm leads.
  • Leverage your existing community to motivate others to action. @Mormon.org leverages its community to build trust, and its strong messaging of love and belonging and its interesting interface build joy in users.
  • Minimize frustration by requiring the fewest steps possible to achieve the objective. For example, allow users to order without logging in. The more information you require (such as Social Security or credit card numbers), the more trust you will have to build.
  • Reiterate trust, security and credibility elements during the check-out or registration process.
  • Monitor your online reputation.

Adoption

Chipotle in Optimizing Emotional Engagement In Web Design Through Metrics

Adoption entails users accepting the website structure as a common platform for interaction or knowledge on a subject. Emotional engagement is extremely high, and interaction is consistent. If investment-level engagement gets users involved, then adoption-level engagement makes them your cheerleaders.

  • Adoption-level engagement can be seen in return customers, unique versus returning visitor ratios, geo-location check-ins, and participation in “karmaâ€� systems (badges, etc.), to name a few.
  • Use strong social interfaces to spotlight followers, supporters and die-hard addicts.
  • Put community-building messaging in your copy. “Colbert Nation,â€� “Psychos,â€� “Gleeksâ€� and “Chipotle for Lifeâ€� are elements that brands use to add excitement and enthusiasm to their products and reinforce the emotional engagement of their communities.
  • Make it easy for users to integrate the product into their daily lives, as Foursquare, Facebook and Twitter do via apps and open APIs.
  • Invite fans to help shape your future, and make it easy for them to share information, spread your brand and recruit their network.
  • Let users play. It’s just a burrito wrapped in foil, but @Chipotle builds an addictive community element into its website by combining joy, trust and anticipation with quick, simple interactive elements.

Summary

So, what keeps people coming back? Or more to the point, what keeps them from coming back? Using metric data, we are able to trace behavioral and emotional responses to identify the weak spots in our storytelling strategies. By identifying and optimizing these areas, we’re able to make our products better, faster, stronger.

These are just some of the ways to quantify emotional engagement strategies. How do you measure your engagement successes? Share in the comments below.

Resources

Looking for more information?

(al)


© Shell Greenier for Smashing Magazine, 2011. | Permalink | Post a comment | Smashing Shop | Smashing Network | About Us
Post tags: ,


Optimizing Error Pages: Creating Opportunities Out Of Mistakes

Advertisement in Optimizing Error Pages: Creating Opportunities Out Of Mistakes
 in Optimizing Error Pages: Creating Opportunities Out Of Mistakes  in Optimizing Error Pages: Creating Opportunities Out Of Mistakes  in Optimizing Error Pages: Creating Opportunities Out Of Mistakes

In this article, we’ll review a few techniques that will help Web designers and UI professionals improve their error pages in order to engage visitors and improve the experience. As C.S. Lewis said, “Failures are finger posts on the road to achievement.� Website designers should take this to heart.

We’ll focus on error and maintenance pages, from both a tracking and usability perspective. You’ll find examples on how to use analytics and defensive design in order to optimize the user experience on those pages.

First, let’s go over error pages and how to optimize them. We’ll try to answer the following questions:

  • Does your 404 page succeed in engaging visitors, who are already frustrated from not finding what they came for?
  • How do you decrease the number of people who arrive on your 404 page?
  • How do you monitor 404 page traffic efficiently?

After, we’ll discuss techniques for improving conversion rates, even when the website is under maintenance. Here are some of the questions we’ll consider:

  • How to time maintenance periods wisely?
  • How to increase visitor engagement using a maintenance page?

Optimizing 404 Pages

The topic of improving error messages was thoroughly covered in Defensive Design for the Web, a book written by the 37signals team. They go over 40 guidelines to “prevent errors and rescue customers if a breakdown does occur.� In guideline 16 (page 93), they advise us to customize our “Page not found� error pages, and they offer interesting insight into how to create error pages:

Instead of merely saying a page is not found, your site needs to explain why a page can’t be located and offer suggestions for getting to the right screen. Your site should lend a hand, not kick people when they are down.

Smart things to include on your 404 page:

  1. Your company’s name and logo;
  2. An explanation of why the visitor is seeing this page;
  3. A list of common mistakes that may explain the problem;
  4. Links back to the home page and/or other pages that might be relevant;
  5. A search engine that customers can use to find the right information;
  6. An email link so that visitors can report problems, missing pages and so on.

A while ago, I came across the great examples shared on Smashing Magazine (part 1 and part 2) and was inspired to create my own 404 page. But because understanding and analyzing online behavior is so important, I asked myself, Is what I’ve come up really good? How can I make it better? Below we’ll go over a few techniques to both monitor and optimize 404 pages.

If you do not have a customized 404 page, please refer to this simple explanation of how to set one up.

Monitoring 404 Page Traffic

How often do you check the traffic to your 404 page? Most of the companies I have worked with never did, even once. Yet it is hard to overemphasize the importance of consistently monitoring it. For example, if a prominent blog links to your website but the link is broken, this will make for a very poor experience for users (who will not find what they expect) and for search engines (which will not crawl the right content). Below are a few tips on tracking those pages seamlessly using Google Analytics. (The screenshots were taken from the new Google Analytics version, which is still in beta, so your mileage may vary.)

Create an alert on Google Analytics.
As seen in the screenshot below, you can set Google Analytics to alert you each time 404 traffic reaches a certain number of visits a day. This way, you have to do the work only once, but you’ll be alerted every time there is a problem.

Google-Analytics-Alerts in Optimizing Error Pages: Creating Opportunities Out Of Mistakes
This is where you create a custom alert to track 404 page views.

Track your 404 page as a goal.
Setting the 404 page as a goal on Google Analytics will yield important (and otherwise unattainable) information. For example, you’ll be able to see the three steps that visitors took to get to this page. In addition, setting this goal makes it easier to find traffic sources with broken links.

Google-Analytics-Goal in Optimizing Error Pages: Creating Opportunities Out Of Mistakes
Create a goal to track 404 page views in your reports.

Add the 404 content report to your dashboard.
Every report in Google Analytics can be added to the dashboard. By adding the 404 page, you will be able to constantly monitor visitor trends on the page.

Google-Analytics-Dashboard in Optimizing Error Pages: Creating Opportunities Out Of Mistakes
Add a 404 goal to your dashboard.

Check your navigation summary report.
This will help you understand what visitors do upon leaving this page, which is important for knowing how to optimize it.

Google-Analytics-Navigation in Optimizing Error Pages: Creating Opportunities Out Of Mistakes
The navigation summary for a 404 page on Google Analytics.

Track internal searches from this page.
If your 404 page does not have a search box, seriously consider adding one. From searches performed on this page, you will be able to understand what people were expecting to find, and you will get an idea of what links to add to the page. Below are the metrics you will be able to track with this feature:

  1. Total unique searches
    The number of times people started a search from the 404 page. Duplicate searches from a single visit are excluded.
  2. Search result page views after searches
    The average number of times visitors viewed a search results page after performing a search.
  3. % search exits
    The percentage of searches that resulted in an immediate exit from your website.
  4. % search refinements
    The percentage of searches that resulted in a new search using a different term.
  5. Time after search
    The average amount of time visitors spend on your website after performing a search.
  6. Search depth
    The average number of pages that visitors viewed after performing a search.

Decrease Your Errors (Fixing Broken Links)

Monitoring 404 pages is important, but that alone won’t do you any good unless you act on it. Taking action means doing all you can do to decrease the number of people who reach the 404 page and improving the experience of users who do reach it (see the next section). Below are a few tips on finding and fixing both internal and external broken links.

Check the navigation summary report.
This will show you the route that visitors took on your website to get to the 404 page (and thus tell you which pages contain broken internal links). You will see the percentage of visitors who arrived on this page from internal sources as well as from external sources; and the internal sources will be listed in this report (see the navigation summary screenshot above).

Check the sources of traffic that lead to the 404 page.
This will clearly show which websites have broken links to your website. With the list, you should either contact the sources or create 301 redirects to the correct pages.

Google-Analytics-Landing-Page in Optimizing Error Pages: Creating Opportunities Out Of Mistakes
Traffic sources that lead visitors to a 404 page.

Usability Tips to Improve 404 Engagement

Basically, usability practices for error pages are not much different from general usability practices. Below are a few tips to help you increase the conversion rate of your 404 page. For our purpose, conversion is essentially the click-through rate (CTR), because our main objective is for visitors to find what they’re looking for.

  1. Be simple and focused.
    Appealing images and an original design are important, but a clear focus is critical. Users are already disoriented from landing somewhere they were not expecting, so make their lives easier by presenting a clear action to take.
  2. Know your visitors.
    Many 404 pages use humor, including geek humor. Keep in mind that you are not your visitor, and jokes can be misunderstood, so use humor wisely.
  3. Let the visitor decide.
    As I said in “Web Analytics Process�: “Customers should tell us what to do, not consultants, friends or feelings; data and online surveys are the place to look for customers’ needs.� The best way to understand what works for visitors is to present a few page versions and let the best one win. (See the review of advanced A/B testing techniques by Paras Chopra.)

Optimizing Maintenance Pages

Not long ago, I worked on a website that had weekly downtime for maintenance, about one to two hours a week. The owners chose the day with the least traffic for maintenance, but I believe they did not completely understand how this affected the website and, more importantly, how they could have optimized the user experience and taken advantage of the downtime. In a post on Smashing Magazine, Cameron Chapman provides a good checklist for designing effective maintenance pages:

  1. Keep the maintenance page simple and useful.
  2. Realize it’s an inconvenience to visitors.
  3. Don’t be afraid to use humor.
  4. Give the page the same look and feel as the rest of your website.
  5. Let visitors know when the website will be back up.
  6. Recommend content.
  7. Invite visitors to return when the website is online again.
  8. Inform visitors about the progress of the maintenance.

Two other rules are especially important to satisfy and engage visitors…

Time Maintenance Periods Wisely

Common practice for timing maintenance is to choose the time of day or day of week that has the lowest traffic. But this overlooks an important point: websites should be optimized for performance, not for traffic. By choosing the maintenance time based on visitor count, you could be optimizing for traffic and not for dollars. A better way to decide would be to run an hourly report and check what time of day or day of week has the lowest conversions.

Increase Visitor Engagement Using Maintenance Pages

Increase visitor engagement while the website is in maintenance mode? Yes, you read that right. While in maintenance, you have a great opportunity to promote your other marketing channels: offline stores, Facebook fan pages, YouTube channels and Twitter accounts.

Maintenance-page-example1 in Optimizing Error Pages: Creating Opportunities Out Of Mistakes
The maintenance page for Online Behavior.

Parting Thoughts

Errors happen, and we must be prepared for them. We must lend a hand when visitors are most frustrated and make them feel comfortable again. People’s patience and understanding are decreasing, and users have a world of choices just a click away, so website owners cannot let one small error get in their way.

What are your thoughts on this subject? Feel free to share them with us in the comment section below!

(al)


© Daniel Waisberg for Smashing Magazine, 2011. | Permalink | Post a comment | Smashing Shop | Smashing Network | About Us
Post tags: , , , ,


  •   
  • Copyright © 1996-2010 BlogmyQuery - BMQ. All rights reserved.
    iDream theme by Templates Next | Powered by WordPress