Archive for August, 2010

Webinar Sept 15th: Going Mobile

Thursday, August 26th, 2010

On September 15th I will be hosting a complimentary webinar titled, “Going Mobile: Serving the Always On, Always Connected.” During this webinar I will provide an overview on the mobile landscape and the opportunities that exist for marketers now, and moving forward into the future. In particular, I will address:

  • Latest Mobile Internet Usage Statistics
  • Opportunities, Limitations, and Differences Between Desktop vs. Mobile Websites
  • The Importance of Context in Mobile
  • Different Mobile Marketing Tactics to Engage Your Audience
  • Key Differences in B2B vs. B2C Mobile Strategy

Check out the video teaser below and be sure to register today because space is limited and spots are filling up quickly. Hope to see you there!

Jegan Chen is a Sr. Strategist of User Experience at BusinessOnLine.

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7 Keys to an Optimal Online Mortgage Application User Experience

Wednesday, August 25th, 2010

8/25/2010

By Brendan Jonesrebandt

With online interactions continually on the rise, fewer and fewer activities require you to leave your home. An activity that has begun to move online is applying for a mortgage, which can now be done from the comfort of your favorite chair. No more waiting in line at a brick and mortar bank, the application process is just a few keystrokes away. However, there are still some obstacles blocking the way for online mortgage applications to be the norm. For example, some banks do not even offer an online application, such as Chase, but only tools to help you prepare to come into their bank to start an application. These tools are still essential components of the application experience, but the break between what can be done online and the need to come into a physical bank is jarring. In addition, there are security concerns and user experience issues. We’re going to look into the user experience issues by analyzing seven keys that work together to create a good experience with an online mortgage application: Clear Language, Obvious Calls to Action, Educational Materials, Calculators, Mortgage Rates, Consistent Navigation, and Progress Indicators using examples from four banks: Zions Bank, Wells Fargo, Citibank, and Chase.

1. Clear Language

Clear language, language that is understandable to a new user, is essential for driving traffic to the correct pages. Chase recently updated their mortgage starting page to provide clearer links to the user (Figure 1). The links on the page are presented in clear, concise statements. The links are broken up into two clear categories, purchasing a home and refinancing, with relevant, secondary links listed below. Each link has an unambiguous purpose.


Figure 1. Chase Mortgage Landing Page

Figure 1. Chase Mortgage Landing Page

2. Obvious Calls to Action

Users need to know where to go, or in this case, how to start their application. This is where the obvious calls to action come into play. Zions Bank uses bright orange buttons, which have a high contrast and are in multiple locations, to start their application process (Figure 2). By providing these clear calls to action, the user will be able to continue on to the application with little difficulty. The main focus of their mortgage page is the application. They even stress how you can apply for the mortgage “from your living room.”

Figure 2. Zions Bank Mortgage Starting Page

Figure 2. Zions Bank Mortgage Starting Page

3. Educational Materials

Buying a house is one of the biggest purchases an individual will ever make, so it is imperative to have enough information available to the user about the process. Wells Fargo presents an abundance of educational links broken up into five different categories: Achieve Your Goals, How Wells Fargo Can Help You, Tools & Calculators, Manage Your Mortgage, and Related Solutions (Figure 3). Each of these categories has four different links to additional information in that category. Clearer language would make the categorization and links more useful, such as changing Achieve Your Goals to First Steps to Buying a Home, but Wells Fargo does a good job providing many articles that a potential home buyer may find useful for their current situation.

Figure 3: Wells Fargo Educational Materials

Figure 3. Wells Fargo Educational Materials

4. Calculators

In order to calculate monthly mortgage payments, whether it makes sense to keep renting or to buy, or how much a 15 year mortgage would save over a 30 year mortgage, users rely on online calculators. Zions Bank provides a very useful calculator (Figure 4). The calculator can easily be changed to meet the user’s question. In addition, the graph updates in real time so the user can see how their input affects the outcome very quickly. There is also a more detailed report available if the user would like a summarized statement of the parameters and the mortgage information broken down into monthly statements.

Figure 4. Zions Bank Mortgage Calculator

Figure 4. Zions Bank Mortgage Calculator

5. Mortgage Rates

The current mortgage rates available is a crucial piece of information that the user needs to find in order to decide if they will be able to purchase a home, or how expensive a home they can purchase. Citibank presents these rates as a table that extends from the “See Today’s Mortgage Rates” button (Figure 5). In order for the table to be informative, the user must also be given information on what the different terms mean. The question marks activate with a mouseover, displaying a sentence or two description of the term. Combining these rates with the mortgage calculators gives the user a good general estimate of whether they should even continue with the application process.

Figure 5. Citibank's Current Rates

Figure 5. Citibank's Current Rates

6. Consistent Navigation

Between best practices, learned conventions, and usability heuristics, users have come to expect that the navigation, especially for filling out a form, should be consistent and straightforward. Citibank does a good job keeping their navigation buttons consistent throughout the online mortgage application. The buttons always have the same function and appear in the same location. In addition, the buttons are spatially mapped to their function, with Previous being on the left side to go back, and Submit on the right side to go forward (Figure 6). There are also arrows paired with these words which are associated with the direction of moving through the application. Cancel is differentiated from the two directional navigation buttons in color, size, and placement. Users would be unlikely to accidentally click cancel in its current location.

Figure 6. Citibank's Online Mortgage Application Navigation Buttons

Figure 6. Citibank's Online Mortgage Application Navigation Buttons

7. Progress Indicator

When filling out a form, especially one as detailed and time consuming as an online mortgage, users have a much better experience if they know what to expect and where they are in the process. Providing information to the user on their progress and the different steps involved is invaluable for users when deciding whether they have time to fill out the application now, or whether they would rather go into a bank to fill it out. Wells Fargo provides a more informative progress indicator than others, but still falls short (Figure 7).Their process is shown to consist of four main categories with several steps per each category. This information is provided at the top of each page and is clearly visible. They check off the step once you have completed it, highlight the category and step you are on, and keep it to one page per step. They do not inform the user of how many steps fall under each category though until after the user has begun the first step in that category. There is also no description of each step or category, and they do not give an estimate as to how long the process will take.

Figure 7. Wells Fargo's Progress Indicator

Figure 7. Wells Fargo's Progress Indicator

Summary

To have a good user experience, these seven components must work in conjunction with each other. The mortgage rates must be visible so that the user knows what to enter in the calculator. The language should be clear so that the user can find the informational material they are looking for with obvious calls to action so they know where to go. The navigation must remain consistent on the forms, which also must show a progress indicator. By ensuring that all seven of these components are included in the online mortgage application process, the user will be able to apply for a mortgage online effectively, efficiently, and have a good experience with the process. This will be one step closer to moving the mortgage application process to a primarily online service.

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The Art of Showing Price

Thursday, August 12th, 2010

by Shanshan Ma

“Show me the price!” Online shoppers browse through e-commerce site and look for the numbers. How you show your price might not be the most important factor that drive your online sales, but it certainly has impact on customers’ purchase decision making process. We reviewed multiple e-commerce sites and found ten most often used ways of showing price. In the following sections, we’ll go through them one by one.

1. Ebay: Plain

The price is shown as is. No decorating, no sugarcoating.

plain

2. Zappos: Bold and Loud

The price is shown with a much bigger font size and a brighter color to allow customers see it easily.

bold and loud

3. Amazon: How Much You Save

The original price is crossed out and the current price is shown with a different color and font size to catch customers’ attention. The exact amount and percentage that customers can save is calculated and presented.

how much you save

4. Apple: From

“From” is used when there are different prices as customers choose different customization, such as color or size. The lowest price is shown to customers with “From”.

  1. from

5. Twelve south: From To

The price changes as customers choose different customization. Instead of showing the lowest price with a “from”, the complete range of price from the lowest to the highest is shown.

from to

6. Bestbuy: Our Price

Adding “our” to price creates a personal touch: We are the only one who offers this price.

our price

7. Overstock: Today’s price

Adding “today” to the price encourages customers to take action right away: this price is only available today.

today price

8. Jcrew: Subtle

Jcrew’s price is somewhat hidden in the product description. There is no emphasis on the price in anyway. How the price is presented fits the company image.

subtle

9. Hollister: Now and Was

Current price is shown together with the old price. It allows customers to see the price difference.

now and was

10. Cellarthief.com: Other prices

The page lists regular retail price, lowest online price with shipping, and the price that Cellarthief is offering. It allows customers to see all possible options. However, too many price options might confuse customers, and leave them wondering: which price is the one you are offering?

other prices

Summary

We reviewed various e-commerce sites and discovered 10 different ways of showing price: plain, bold and loud, how much you save, from, from to, our price, today’s price, subtle, now and was, other prices. Each way of showing price has its own strength and weakness. Depends on what kind of message that you want to send to your customers, you may find the way that works for you best.

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Posted in selling-usability | 1 Comment »

Going Mobile Or Not?

Wednesday, August 4th, 2010

by Shanshan Ma

For marketers out there, the first big question to ask is “Do we go mobile or not?” At the end of the day, it has to make business sense.  If the determination is to move forward, a mobile strategy needs to be put in place before any execution takes place. As part of this strategy development, marketers have to watch their current websites closely, research how your customers use it, listen to any feedback they have, and then make decisions based on solid research.

The first step is performing an analytics audit on your current site and determining how much of your website traffic comes from mobile devices. If there is a substantial portion of visits coming from mobile devices, then it’s time to start thinking about going mobile. By not creating a website specific for mobile, users will continue to access your main website through mobile phones and will struggle through the web pages that are designed for a desktop computer. Because of the limitations of mobile and the small form factor of devices, they will get frustrated when they can’t find what they are looking for or can’t do what they want. This bad user experience will reflect negatively on your business and users will simply go to the competition who has implemented a robust mobile presence.

After the auditing step, it is time to do more research and investigation. A simple survey or questionnaire will help marketers get firsthand information about their customers. Questions to ask include: what mobile devices users are they using, how often do they use the mobile device to access the site, what kind of tasks do they perform on your site with a mobile device, and when and where are they using the site. Such data will help you gain a deeper understanding into the current mobile potentiality of your site and what content to provide.

With all the data found from the site auditing and firsthand research, marketers should have a good sense of whether going mobile is a good decision for your particular business.

The Next Big Decision: Developing a Mobile Website or Application, or Both?

After the decision of going mobile is made, now comes the next decision, developing a mobile website or developing applications? There are several considerations that marketers need to pay special attention to in making this decision.

The first factor is the choice of platform and development redundancy. Usually, apps are developed on multiple operating systems in order to obtain a greater reach of users on a wide range of different smartphones. For mobile websites however, users with different mobile devices can have similar experiences so there is no need to develop multiple versions for different operating systems.

The second factor is discoverability. App stores usually have a large number of applications so it can be challenging to rise above the clutter and get your app noticed. In order to rank higher in the app stores and attract users’ attention, a marketing investment needs to be made after the apps are developed. However, once the app is downloaded and installed, users can access them on their mobile devices without having to go anywhere. For mobile websites, users can find them by using a search engine or directly typing the URL of the mobile website in the address bar. There is no download or installation needed, but similar to website discoverability, search engine marketing efforts might be required in order for users to find the site.

The third factor is upgradability. Applications are difficult to maintain and upgrade once they are downloaded. Every new release requires going through the approval process of the app store that you are selling your app in. Users also need to go through the downloading process once again to get the most updated version. On the other hand, a mobile website can be updated without any action from a user.

The fourth factor is the necessity of an Internet connection. Most apps allow users to use it on the device without an Internet connection while mobile websites require users to be connected to the Internet. If you offer a tool that users can easily use offline and there is no need to connect to any external web links, an application might be a good choice. If the service you offer requires real time updates, it might be optimal to go the mobile website route.

Summary

Going mobile is a big decision. By understanding the multiple layers of the mobile user experience your strategy and tactics will become much clearer. Extensive research into your current website analytics and your customers will further enable you to execute the right tactics and create a mobile presence necessary to achieve your business and marketing goals. While every Marketer will need to make their decisions based on their own situation and available resources, the approach to understanding the multiple layers of the mobile user experience and your target audience needs applies to all.

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Posted in mobile-usability | 3 Comments »

Three Layers of Mobile User Experience

Wednesday, August 4th, 2010

by Shanshan Ma

Compared with traditional cell phones, smartphones allow users to stay connected on the go. They come with more fashionable industrial designs, bigger screens and higher resolution displays. Features of smartphones include but are not limited to: touch screen, high megapixel camera, GPS, and more gaming and entertainment options. Smartphones enable users to do a wide range of activities, such as communication, entertainment, personal information assisting and managing, and social networking. Of course, you can still use them to make phone calls, but what a smartphone offers goes far beyond just a phone.

An estimated 172 million smartphones were sold last year, which was a 24% increase from 2008. What’s driving the industry forward? The ever improving mobile user experience is the key.

When users are interacting with a smartphone, they either have a good or bad user experience. There are multiple layers of the mobile user experience. Each layer of the mobile user experience deals with a different circle of players and each layer affects the end users’ experience on a different level. In her 2006 paper, Virpi Roto discussed her understanding of the multiple layers of mobile usability: the hardware usability, the browser usability and the usability of the websites that mobile users are browsing. Because the mobile user experience has evolved significantly since 2006, an update to the three layers is in order: the hardware user experience, the operating system user experience, and the mobile site/apps user experience.

three layers of mobile user experience

The first layer of the mobile user experience is the hardware that users directly interact with. This layer of user experience deals with the sensitivity of the touch screen, the size of the screen, the design of the button set, the size and shape of the device, and the length of the battery life. It also includes how fast the network is, how quickly a video can be loaded, and how vivid the picture color is when users are browsing photos. In addition, industrial design and the internal hardware technology such as video and image processing speed greatly impact on this layer of user experience.

The second layer of the mobile user experience is the interaction with a mobile operating system. Functions of a mobile operating system include: whether or not apps can run in background, background notification, push mail, multi-touch interface, capacitive screen support, stereo bluetooth, flash support in browser, data tethering capable, mass storage mode, video recording, turn-by-turn navigation, copy and paste, universal search, MMS messaging, webkit browser, and an app store experience.

The third layer of the mobile user experience deals with individual mobile applications and mobile websites. Considerations in this layer include: Are the tasks prioritized for mobile use? Is the workflow or navigation easy and intuitive on a mobile device? Does the information architecture follow the way users understand the site? Is the mobile website simply an abbreviated version of the full site or does it have special consideration of users’ context and environment of using a mobile device?

The First Layer: Handset Design and Network Technology

Handset manufacturers include big names such as Nokia, RIM, Apple, HTC, and Motorola. Each of these handset makers develop and target their products with a specific market segment in mind. For example, Droid made by Motorola has a bold design and sharp corners, the Apple iPhone’s slick design and high-end branding make it a fashionable accessory while RIM targets the corporate and business audience with a full keyboard for email use. Through extensive market research, the handset manufacturers know these types of characteristics are appealing to certain market segments.  Recent advancements in mobile hardware include higher resolution screens which provide a richer viewing experience and superior game experience– features that cater to users who are gaming enthusiasts or heavy watchers of video on their mobile devices. As you can imagine, the kind of smartphone you have tells a lot of about what kind of person you are.

In terms of network technology, CDMA is the dominant standard in the U.S while GSM is the standard in Europe. WCDMA, a hybrid of GSM and CDMA, is growing rapidly as many GSM operators migrate to WCDMA, which is a more advanced technology. The advancements in the network allow users to get quicker access to the internet and other data services. In Stephen Wellman’s article about Google’s mobile user experience strategy, he talked about three types of mobile users: repetitive now, bored now, and urgent now. The “repetitive now” users use mobile devices to check the same information repetitively to get live updates. The “bored now” users use mobile devices to kill the couple of minutes that they have while waiting in line or sitting in a train. The “urgent now” users need to find a specific piece of information or complete certain tasks using the mobile devices in a limited period of time, such as check in a flight or find a hotel. No matter if users are simply bored, or they are eager to check live updates, or they need to do something urgently, they can use the mobile devices to achieve their goals.  With the increase in text, video and music downloads and overall data usage, the network technology is important for many mobile users.

The Second Layer: The Mobile Operating System

Operating Systems contribute substantially to the mobile user experience. Mobile operating systems include Symbian, Android, Microsoft Windows OS, iPhone OS, Blackberry OS and the Web OS from Palm. Although most of the mobile operating systems act similarly on the fundamental level, they are different in one way or another. For example, the iPhone OS 3.0 doesn’t allow multiple apps to run simultaneously but the Android does. With a clear business oriented focus, the Blackberry OS enables easy integration into company internal email systems and remote management of devices but is inferior in other aspects.

The Third Layer: The Apps and The Mobile Sites

Mobile applications (apps) are software applications that are either pre-loaded on mobile devices or downloaded to the devices by users. Mobile applications can enable functionality that they normally would have with a full website on a desktop computer. Users generally have to download or purchase such applications from various application stores based on the specific phone operating systems. Application developers oftentimes need to develop the same application across different platforms and distribute them across different stores in order to gain a larger audience. Such stores include the Apple’s app store, Andriod’s app market, Symbian’s Ovi store, Palm’s app catalog, and Windows’ marketplace.

Developing a mobile website is the alternative way to go mobile. Users don’t have to download or purchase anything from the store. They access the mobile website on their smartphone the same way users access the website on the Internet: by typing the URL of the mobile website in the address bar or search the site using a search engine. Mobile websites usually feature slimmer design and less visual content to cater to the smaller screen of mobile devices and generally only time and location crucial tasks are incorporated in these mobile websites. Unlike mobile applications, mobile websites can be accessible via all operating systems without customization.

Going mobile is a big decision. By understanding the multiple layers of the mobile user experience your strategy and tactics will become much clearer. In my next blog, I’ll talk about strategies and methods marketers should look into before jumping into the mobile world.

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