The Beginner’s Guide to Conversion Rate Optimization
Chapter 5: User Experience and Funnel Optimization
As it applies to funnel optimization, the importance of UX cannot be overstated. By carefully crafting your user experience, you can ensure the user stays on task and keeps moving through the funnel, having been given just enough information and options at each step.
When we talk about user experience (UX), we're referring to the totality of visitors’ experience with your site—more than just how it looks, UX includes how easy your site is to use, how fast it is and how little friction there is when visitors try to complete whatever action it is they’re there to complete.
In your funnel optimization efforts, you’ll be focusing primarily on two aspects of UX:
Projects usually begin with design briefs, branding standards, high-level project goals, as well as feature and functionality requirements. While certainly important, these documents amount to little more than the technical specifications, leaving exactly how the website will fulfill the multiple user objectives (UX) wide open.
By contrast, if you begin by looking at the objectives of the user and the business, you can sketch out the various flows that need to be designed in order to achieve both parties’ goals. The user might be looking to find a fact, order a product, learn a skill, download a document, and so on. Business objectives could be anything from getting a lead, a like, a subscriber, a buyer, and so on. Ideally, you’ll design your flow in a way that meets both user and business objectives.
In addition to an awareness of user objectives,it’s important to account for the different traffic sources and levels of knowledge and engagement in your user base. You must map those in-bound user flows to conversion funnels that provide value to the user (without neglecting those business objectives.)
When mapping out your user flows, start at the top—the point at which users first exposed to your site. You’ll probably want to address the flows that impact the most users first.
In the next chapter we’ll thoroughly cover the art of crafting a killer landing page but below are a few methods of keeping the user moving through the funnel:
When designing ads that represent the topmost point of your user flow, ask yourself the following:
Chapter 5 Notes
In each of these cases, the user comes with his or her own needs, expectations and level of knowledge; and they need to be treated accordingly.
Assume like many websites, one of your major sources of traffic is paid advertising. Let’s follow the user flow from a paid channel from first exposure to conversion.
It all starts with the banner or search ad copy, which needs to achieve one precious goal: get a click from the right person.
Look to the data you’ve compiled via analytics, user surveys and user testing to ensure your your ads speak to your users’ motivations and be sure to include a great hook.
Here are a few examples of typical user flows:
While some sites use tricks (also known as “dark or anti-patterns”) to drive conversion, the resulting growth is inauthentic. Because they trick people, their reputation is ultimately damaged and their word of mouth referrals are hurt.