Navigation is more important than search
Recently, we did some extensive task testing with a technical audience. 70 percent started the task by clicking on a link, 30 percent used search.
The larger the website, the more important it becomes to have quality search. However, the foundation of all great websites is, and always will be, quality navigation. In fact, there is […]
The decline of the homepage
More and more customers are going straight to specific pages on your website, rather than the homepage.
In 2003, 39 percent of the page views for a large research website were for the homepage. By 2009, it was down to 19 percent. In one month in 2008, of the 70,000 page views a technology site received, […]
Web customers care about tasks, not goals
Talking about customer goals is the biggest mistake a website can make. That’s how you lose the impatient customer.
A couple of months ago we needed to find a new house cleaner. I went to lots and lots of house cleaner websites and became more and more frustrated. The typical website had a big silly picture […]
Customers: irrational sheep or intelligent strangers?
On the Web the best way to think of your customers is as intelligent strangers whose most precious resource is their time.
In Ireland, the Catholic Church is facing a crisis of trust and confidence. For much too long Irish people have placed a blind faith in the Church, as they have placed a blind faith […]
