The agenda covers various topics related to conversion optimization and user experience including recommended tools, project styles, analytics tips, best practices, and opportunities for site reviews. Key learning points from 6 years of optimization experience will also be discussed. The session will be led by an experienced director of optimization with past experience at several large companies.
Perfect Starts: How to Get the Right Traffic with a Content Audit
Mike King's Authority Rainmaker presentation about how to perform the world's greatest content audit using quantitative and qualitative research techniques.
PWAs: Why you want one and how to optimize them #SearchY
What are Progressive Web Apps, how do they work, how they will benefit your site and how you can optimize them? Get the answers to these questions here!
Introduction to PWAs & New JS Frameworks for Mobile
Emily Grossman's talk about PWAs from BrightonSEO September 2017
Video slides have been replaced by a screenshot with links to the videos or their original sources.
Lär dig vad dina besökare tittar på och vad de struntar i. Se hur bilder och ord fångar besökarnas uppmärksamhet och leder dem varsamt men bestämt till avslut. Och se exempel på hur A/B-tester kan hitta oväntade och makalösa resultat.
The document discusses various tips for improving website usability and conversions. It suggests that every company should have a Director of Details to focus on small improvements without a large budget. Some tips include using simple language for error messages, taking responsibility for errors rather than blaming users, prominently displaying search, and directing users to next steps rather than saying they are finished. Tracking error messages in analytics can provide insights into common problems. The overall message is that many small details can be optimized to improve the user experience.
Content Marketing That Converts - Digital Elite Camp
From Digital Elite Camp in Estonia.:
Content marketing is the new hot thing and ad agencies are flocking like vultures over a newly killed zebra on the African savannah. And agencies do what they have always done: Focus focus on acquisition and campaigns. But content marketing is more “always on” than “campaigns”. And again they forget about conversion and what happens on the site or landing page. This session will teach you the conversion side of content marketing. Not only how to draw visitors, but how to actually create business value out of those eyeballs.
The Truth Is Out There - User Research Based AB-Testing
Stop guessing! Stop copying tests you've seen! Don't blindly follow best practices! Your website, your users, your products are unique. Use Google Analytics, surveys, mouse tracking, eyetracking etc. to find the gaps in your website and texts. This will enable you to create better ab-tests.
Beskrivning av vår metodik för att mäta/förbättra konvertering för en E-handlare i fyra steg:
1. Stanna på sajten
2. Hitta produkter
3. Lägga i varukorg
4. Checka ut.
Plus: Case study - Hur vi förbättrade Mathems konverteringsgrad med över 30%
The tools used by the CRO masters round the world to optimise analytics, UX, VOC,insight and testing - all to optimise your insight or conversion figures.
12 Things to do Before Your Company Dies : Conversion Conference London - Oct...
A roundup of all the things to help you maintain a competitive edge in experience design and conversion optimisation. With examples of companies putting this stuff together, the tools they are using and their project management approaches, this presentation delves deeper into the cultural aspects of CRO.
This document summarizes a presentation about using Chrome DevTools to test and optimize websites for Google's upcoming Page Experience update. It discusses the components of the update like mobile-friendliness and core web vitals. It provides guidance on using DevTools to test for issues in areas like intrusive interstitials, HTTPS security, and core web vitals metrics. The presentation emphasizes that field data may differ from lab tests in DevTools, and it outlines many resources for further information on the Page Experience update and related topics.
BrightonSEO, March 2021
With Google's Page Experience ranking signal update rolling out in May 2021, you're running out of time to put in the budget line items for all the fancy SEO tools you'll need! Don't panic. Rachel Anderson and Jamie will show you how to optimize for humans (and algorithm updates) using an underestimated SEO ally: Chrome DevTools.
Toolkits and tips for UX analytics CRO by Craig Sullivan
This document summarizes Craig Sullivan's presentation on UX and conversion rate optimization (CRO). Some of the key topics and tools discussed include: conducting guerrilla usability testing outside the office; using session replay tools to analyze user behavior; leveraging the voice of the customer through surveys and customer feedback; acting like a private investigator to research competitors; and experimenting with split testing tools and analytics to optimize conversions and revenue. Specific examples are provided of split testing people in photos and the effectiveness of different images in TV advertising. The presentation emphasizes the importance of blending UX techniques with analytics, testing, and data to create successful, customer-delighted products and services.
The document provides recommendations for various tools to analyze website usage including web analytics, feedback tools, session recording software, usability testing options, A/B testing platforms, and testing tools for browsers, email, mobile, and performance. It also lists numerous specific software and services for each category to help optimize websites through user research and experimentation. Resources for conversion rate optimization techniques and best practices are also referenced.
eMetrics Stockholm - What the F*** is wrong with my conversion?
The document provides tips and guidelines for optimizing website conversion rates through user experience design, testing, and analytics. It emphasizes the importance of user research, agile testing approaches, mobile and cross-channel design, performance optimization, and tracking online and phone interactions. Guidelines are also given for improving image selection to increase conversion rates.
Why does my Mobile Conversion rate suck? 19 Sep 2013 @ Conversion Thursday #...
The document discusses reasons why mobile conversion may be low and provides solutions in 10 areas:
1. Fix issues with analytics setup and instrumentation
2. Use proper customer insights like testing and surveys as inputs instead of guesses
3. Conduct usability testing early and often using remote tools
4. Experience the mobile experience firsthand to understand user problems
5. Shorten testing cycles and continuously improve through small changes
6. Track users across channels to understand full customer journeys
7. Use event tracking instead of page-based tracking to understand interactions
8. Consider the context of mobile use not just the pages
9. Improve mobile photos and copy to better engage and inform users
10. Optimize mobile
This document provides information about a Google Analytics training seminar to be held on September 3rd, 2014 from 10:00am to 12:00pm. It will be presented by Matt Lynch, General Manager of Vorian Agency, and will cover using Google Analytics to gain insights from website data, including traffic sources, user behavior, and conversions. The document also includes details about the presenter and contact information for Vorian Agency.
Cross Device Optimisation - Google Analytics Shortcuts
In this session, we explain how to mine GA for broken device experiences, flows, funnel blocks and more... Using a new grid tool we've developed, you can pull multi-dimensional segmented funnel and metric data from Google Analytics - we explain how it works, why you need it and what problems it solves. Find where your site is leaking money through data
How to Manage Digital User Experience for Web Applications
This document discusses approaches to monitoring digital user experience. It defines digital user experience and explains why it is important. Common approaches covered include analytics, synthetic user monitoring, real user monitoring, and infrastructure monitoring. Both synthetic and real user monitoring are needed to fully understand user experience. Real user monitoring provides insight into actual user behavior and interactions but requires users. Synthetic monitoring allows testing when no users are present. Infrastructure monitoring helps identify performance issues related to applications and infrastructure. Together these approaches provide full visibility from end users to infrastructure.
How to meet user expectations - WordCamp Praha 2015
A visitor came to your website. Does he understand what you are offering? Does he know where to click next to get what he came for? Are his expectations met? You have a couple of seconds to attract and keep the visitor on the website. Are you using this time in a smart way? Let me show you how to find out what your visitors expect from you and improve your WordPress website goal conversion rate.
Stapling and patching the web of now - ForwardJS3, San Francisco
This document summarizes a talk given by Chris Heilmann at ForwardJS in 2015. Heilmann discusses the state of web development technologies and how developers have focused too much on experimental features that are not ready for production use. This has led to a fragmented web where browsers implement features differently. He argues developers should focus on standardizing and improving existing web standards rather than constantly introducing new technologies. ES6 is highlighted as a priority for improving existing JavaScript.
Optimizing Websites for Great User Experiences and Increased Conversions
Webinar featuring Google, Launch Digital Marketing and Xtreme Xperience who will share why site optimization is important, how to do it and business results associated with optimization.
Watch on-demand webinar: https://hs.wpengine.com/webinar-optimizing-ux-increased-conversions
Data driven mobile UX - UX insight 2017, uxinsight.nl
Great design needs great insights based on qualitative and quantitative data. And you need to use a/b testing to validate the end result. As 70% of a/b tests have no or negative results, the chance of impactless design is to too high for you not to a/b test.
Progressive Web Apps aim to bring the benefits of native mobile apps to the web. They use newer web capabilities like app manifests and service workers to deliver app-like experiences through the browser. App manifests allow web apps to be installed on home screens and launched full screen like native apps. Service workers enable features like offline access and push notifications. Early adopters are seeing increased user engagement through Progressive Web Apps, with metrics like conversions and time spent improving. While browser support is still evolving, Progressive Web Apps provide a promising approach for delivering high-quality mobile experiences through the web.
- what is difference between digital marketer and growth hacker?
- how can we use growth hacking to increasing revenue ?
- how can Data analysis can improve growth hacking process in your startup / company ?
- how can company / startup using growth hacking step by step ?
- is growth hacking hype or not ?
- is growth hacking depend on person or not ?
and the other answer about growth hacking ....
A look at why product design is still so poor, even after 22 years of digital design work. Why do these problems exist and how can we remove them from the way we build products? Lean corporate and startup growth models are explored in the solutions to this horrendous problem!
Slides to go with a talk on rapid, lightweight research you can do before tackling a landing page, funnel step or lead-gen form. Comes complete with all the Google Analytics reports you'll need to mine useful data to share! Less bullshit, more truth in meetings!
Web Analytics Wednesday - Session Replay Tools are Vital
Session Replay or Screen Recording tools are now part of an arsenal of discovery toolkits that can drive optimisation, bug fixes, funnel and journey analysis - using qual and quant techniques. Without these tools, the analytics data misses emotion, frustration, friction and more - I've collated the best tips, tricks, tools and approaches to yield the most valuable insights for CRO / Growth Hacking.
The document discusses best practices for A/B testing, including:
1. Performing analytics health checks and modelling to understand user flows before testing.
2. Testing in areas informed by analytics rather than copying competitors, and accounting for device mix.
3. Doing user research like surveys, interviews and usability testing to inform testing.
4. Prioritizing high opportunity, low cost tests and creating a money model to estimate potential returns.
5. Conducting pre-flight checks to ensure tests are functioning properly across devices before launching.
This document provides tips for scaling testing and innovation through stupid testing. It discusses the hype cycle of testing where stupid testing leads to questioning ROI and a faith crisis before smarter testing approaches emerge. It advocates starting with basic analytics health checks, understanding customer devices and traffic, doing research before testing, prioritizing high opportunity tests, and performing pre-flight checks to avoid broken tests. The document cautions against stopping tests at arbitrary confidence levels and recommends testing for longer to obtain more reliable results.
Surviving the AB Testing Hype Cycle - Reaktor Breakpoint 2015
My Slides from Reaktor Breakpoint 2015 - This is by far the best deck (and hopefully talk) I've done this year. Masses of info, reading, articles, useful reports and more.
Surviving the hype cycle Shortcuts to split testing success
In this talk, I show the key shortcuts to stop doing stupid testing and move towards innovative and transformative design & build methodologies, including innovation through split testing exploration
Myths and Illusions of Cross Device Testing - Elite Camp June 2015
A compendium of the most common mistakes and problems people encounter when trying to optimise or split test cross device experiences (mobile, tablet, desktop, app, tv etc.)
What are the common assumptions about AB (split) testing that are wrong? What are the lies told by vendors, consultants and the stuff you have convinced yourself about. What is illusory - what can you trust - what's it really all about. 20 top myths debunked after asking fellow CRO professionals what is on THEIR top list.
20 Ways to Shaft your Split Tesring : Conversion Conference
The document discusses common mistakes made in A/B testing and provides advice to avoid false or misleading results. It recommends integrating analytics to properly track and segment test results, running tests for sufficient time periods that include full business cycles to avoid false positives or negatives, and performing thorough quality assurance testing to prevent browser or device-related issues from influencing outcomes. The key is to design hypotheses based on solid customer insights and data rather than guesses, and continue testing until a representative sample is collected rather than stopping early just because a test appears significant.
Brighton CRO Meetup #1 - Oh Boy These AB tests Sure Look Like Bullshit to Me
An updated deck of a short talk (30m) given at the first Brighton CRO meetup. Contains useful AB testing tools as well as full speaker notes for most of the slides.
This document discusses best practices for A/B testing. It provides guidance on several common mistakes made in A/B testing, including not testing for long enough, putting too much faith in confidence values, and self-stopping tests prematurely. The key recommendations are to test for at least two business cycles or purchase cycles, whichever is longer, continue testing until the predetermined end date regardless of early results, and make decisions based on error bar separation and sample sizes rather than confidence values. Testing best practices like collecting a large enough sample size and running whole cycle tests are emphasized to avoid false positives and draw reliable conclusions from A/B tests.
#Measurecamp : 18 Simple Ways to F*** up Your AB Testing
An expanded deck of the top 18 blockers to getting successful AB or Multivariate test results. In this deck, you get a complete checklist of the stuff you need to prepare, watch, launch and monitor your testing, so it gets you the *right* conclusions.
The Neuromarketing Toolkit - Chinwag Psych - 4 Feb 2014
A practical toolkit for getting inside customers heads, in order to design and create persuasive psychological approaches to copy, pages, buttons, designs and your entire service. Craig shows you here how to mine what you already have - to design a better bank balance and continuously improving future for your company, staff and your customers.
The top reasons and solutions for not getting value out of your AB tests - some practical tips for designing insightful and correctly instrumented test
Confessions of an uber optimiser conversion summit - craig sullivan - v 1.9
The document discusses common problems with optimization efforts and provides solutions. It addresses issues like having the wrong analytics setup, relying on the wrong inputs for insights, not testing enough, having too long of product cycles, poor use of photos/images, poorly designed tests, confusing statistics, lack of segmentation, and optimizing individual channels in isolation. The author provides specific recommendations in each area to improve optimization work like ensuring proper instrumentation, using multiple tools and data sources, testing more frequently, shortening release cycles, conducting cross-browser testing, and integrating analytics with testing platforms.
3 Optimisation Decks : WAW Copenhagen - 27 Feb 2013
3 TED style talks of 15-20 minutes, featuring:
(1) Conversion methodologies, Lean UX and Agile? What gives?
(2) #Measurecamp and my Top Analytics Tips of 2013
(3) Conversion tools of the CRO masters
TrustArc Webinar - 2024 Data Privacy Trends: A Mid-Year Check-In
Six months into 2024, and it is clear the privacy ecosystem takes no days off!! Regulators continue to implement and enforce new regulations, businesses strive to meet requirements, and technology advances like AI have privacy professionals scratching their heads about managing risk.
What can we learn about the first six months of data privacy trends and events in 2024? How should this inform your privacy program management for the rest of the year?
Join TrustArc, Goodwin, and Snyk privacy experts as they discuss the changes we’ve seen in the first half of 2024 and gain insight into the concrete, actionable steps you can take to up-level your privacy program in the second half of the year.
This webinar will review:
- Key changes to privacy regulations in 2024
- Key themes in privacy and data governance in 2024
- How to maximize your privacy program in the second half of 2024
Measuring the Impact of Network Latency at Twitter
Widya Salim and Victor Ma will outline the causal impact analysis, framework, and key learnings used to quantify the impact of reducing Twitter's network latency.
We are honored to launch and host this event for our UiPath Polish Community, with the help of our partners - Proservartner!
We certainly hope we have managed to spike your interest in the subjects to be presented and the incredible networking opportunities at hand, too!
Check out our proposed agenda below 👇👇
08:30 ☕ Welcome coffee (30')
09:00 Opening note/ Intro to UiPath Community (10')
Cristina Vidu, Global Manager, Marketing Community @UiPath
Dawid Kot, Digital Transformation Lead @Proservartner
09:10 Cloud migration - Proservartner & DOVISTA case study (30')
Marcin Drozdowski, Automation CoE Manager @DOVISTA
Pawel Kamiński, RPA developer @DOVISTA
Mikolaj Zielinski, UiPath MVP, Senior Solutions Engineer @Proservartner
09:40 From bottlenecks to breakthroughs: Citizen Development in action (25')
Pawel Poplawski, Director, Improvement and Automation @McCormick & Company
Michał Cieślak, Senior Manager, Automation Programs @McCormick & Company
10:05 Next-level bots: API integration in UiPath Studio (30')
Mikolaj Zielinski, UiPath MVP, Senior Solutions Engineer @Proservartner
10:35 ☕ Coffee Break (15')
10:50 Document Understanding with my RPA Companion (45')
Ewa Gruszka, Enterprise Sales Specialist, AI & ML @UiPath
11:35 Power up your Robots: GenAI and GPT in REFramework (45')
Krzysztof Karaszewski, Global RPA Product Manager
12:20 🍕 Lunch Break (1hr)
13:20 From Concept to Quality: UiPath Test Suite for AI-powered Knowledge Bots (30')
Kamil Miśko, UiPath MVP, Senior RPA Developer @Zurich Insurance
13:50 Communications Mining - focus on AI capabilities (30')
Thomasz Wierzbicki, Business Analyst @Office Samurai
14:20 Polish MVP panel: Insights on MVP award achievements and career profiling
YOUR RELIABLE WEB DESIGN & DEVELOPMENT TEAM — FOR LASTING SUCCESS
WPRiders is a web development company specialized in WordPress and WooCommerce websites and plugins for customers around the world. The company is headquartered in Bucharest, Romania, but our team members are located all over the world. Our customers are primarily from the US and Western Europe, but we have clients from Australia, Canada and other areas as well.
Some facts about WPRiders and why we are one of the best firms around:
More than 700 five-star reviews! You can check them here.
1500 WordPress projects delivered.
We respond 80% faster than other firms! Data provided by Freshdesk.
We’ve been in business since 2015.
We are located in 7 countries and have 22 team members.
With so many projects delivered, our team knows what works and what doesn’t when it comes to WordPress and WooCommerce.
Our team members are:
- highly experienced developers (employees & contractors with 5 -10+ years of experience),
- great designers with an eye for UX/UI with 10+ years of experience
- project managers with development background who speak both tech and non-tech
- QA specialists
- Conversion Rate Optimisation - CRO experts
They are all working together to provide you with the best possible service. We are passionate about WordPress, and we love creating custom solutions that help our clients achieve their goals.
At WPRiders, we are committed to building long-term relationships with our clients. We believe in accountability, in doing the right thing, as well as in transparency and open communication. You can read more about WPRiders on the About us page.
Mitigating the Impact of State Management in Cloud Stream Processing Systems
Stream processing is a crucial component of modern data infrastructure, but constructing an efficient and scalable stream processing system can be challenging. Decoupling compute and storage architecture has emerged as an effective solution to these challenges, but it can introduce high latency issues, especially when dealing with complex continuous queries that necessitate managing extra-large internal states.
In this talk, we focus on addressing the high latency issues associated with S3 storage in stream processing systems that employ a decoupled compute and storage architecture. We delve into the root causes of latency in this context and explore various techniques to minimize the impact of S3 latency on stream processing performance. Our proposed approach is to implement a tiered storage mechanism that leverages a blend of high-performance and low-cost storage tiers to reduce data movement between the compute and storage layers while maintaining efficient processing.
Throughout the talk, we will present experimental results that demonstrate the effectiveness of our approach in mitigating the impact of S3 latency on stream processing. By the end of the talk, attendees will have gained insights into how to optimize their stream processing systems for reduced latency and improved cost-efficiency.
These fighter aircraft have uses outside of traditional combat situations. They are essential in defending India's territorial integrity, averting dangers, and delivering aid to those in need during natural calamities. Additionally, the IAF improves its interoperability and fortifies international military alliances by working together and conducting joint exercises with other air forces.
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdf
Presented at Gartner Data & Analytics, London Maty 2024. BT Group has used the Neo4j Graph Database to enable impressive digital transformation programs over the last 6 years. By re-imagining their operational support systems to adopt self-serve and data lead principles they have substantially reduced the number of applications and complexity of their operations. The result has been a substantial reduction in risk and costs while improving time to value, innovation, and process automation. Join this session to hear their story, the lessons they learned along the way and how their future innovation plans include the exploration of uses of EKG + Generative AI.
Scaling Connections in PostgreSQL Postgres Bangalore(PGBLR) Meetup-2 - Mydbops
This presentation, delivered at the Postgres Bangalore (PGBLR) Meetup-2 on June 29th, 2024, dives deep into connection pooling for PostgreSQL databases. Aakash M, a PostgreSQL Tech Lead at Mydbops, explores the challenges of managing numerous connections and explains how connection pooling optimizes performance and resource utilization.
Key Takeaways:
* Understand why connection pooling is essential for high-traffic applications
* Explore various connection poolers available for PostgreSQL, including pgbouncer
* Learn the configuration options and functionalities of pgbouncer
* Discover best practices for monitoring and troubleshooting connection pooling setups
* Gain insights into real-world use cases and considerations for production environments
This presentation is ideal for:
* Database administrators (DBAs)
* Developers working with PostgreSQL
* DevOps engineers
* Anyone interested in optimizing PostgreSQL performance
Contact info@mydbops.com for PostgreSQL Managed, Consulting and Remote DBA Services
How Social Media Hackers Help You to See Your Wife's Message.pdf
In the modern digital era, social media platforms have become integral to our daily lives. These platforms, including Facebook, Instagram, WhatsApp, and Snapchat, offer countless ways to connect, share, and communicate.
Understanding Insider Security Threats: Types, Examples, Effects, and Mitigat...
Today’s digitally connected world presents a wide range of security challenges for enterprises. Insider security threats are particularly noteworthy because they have the potential to cause significant harm. Unlike external threats, insider risks originate from within the company, making them more subtle and challenging to identify. This blog aims to provide a comprehensive understanding of insider security threats, including their types, examples, effects, and mitigation techniques.
The DealBook is our annual overview of the Ukrainian tech investment industry. This edition comprehensively covers the full year 2023 and the first deals of 2024.
Advanced Techniques for Cyber Security Analysis and Anomaly Detection
Cybersecurity is a major concern in today's connected digital world. Threats to organizations are constantly evolving and have the potential to compromise sensitive information, disrupt operations, and lead to significant financial losses. Traditional cybersecurity techniques often fall short against modern attackers. Therefore, advanced techniques for cyber security analysis and anomaly detection are essential for protecting digital assets. This blog explores these cutting-edge methods, providing a comprehensive overview of their application and importance.
RPA In Healthcare Benefits, Use Case, Trend And Challenges 2024.pptx
Your comprehensive guide to RPA in healthcare for 2024. Explore the benefits, use cases, and emerging trends of robotic process automation. Understand the challenges and prepare for the future of healthcare automation
Choose our Linux Web Hosting for a seamless and successful online presence
Our Linux Web Hosting plans offer unbeatable performance, security, and scalability, ensuring your website runs smoothly and efficiently.
Visit- https://onliveserver.com/linux-web-hosting/
Details of description part II: Describing images in practice - Tech Forum 2024
This presentation explores the practical application of image description techniques. Familiar guidelines will be demonstrated in practice, and descriptions will be developed “live”! If you have learned a lot about the theory of image description techniques but want to feel more confident putting them into practice, this is the presentation for you. There will be useful, actionable information for everyone, whether you are working with authors, colleagues, alone, or leveraging AI as a collaborator.
Link to presentation recording and transcript: https://bnctechforum.ca/sessions/details-of-description-part-ii-describing-images-in-practice/
Presented by BookNet Canada on June 25, 2024, with support from the Department of Canadian Heritage.
Kief Morris rethinks the infrastructure code delivery lifecycle, advocating for a shift towards composable infrastructure systems. We should shift to designing around deployable components rather than code modules, use more useful levels of abstraction, and drive design and deployment from applications rather than bottom-up, monolithic architecture and delivery.
How Agile Technical SEO Can Add Value To Your SEO Campaign, by Adam GentBranded3
Google is constantly evolving and a webmaster’s ability to react to changes is key to any successful SEO campaign. However, what happens when you can’t get technical SEO recommendations over the line? This slideshow focuses on how you can be more Agile and implement technical SEO recommendations that add value.
This document discusses Google's Accelerated Mobile Pages (AMP) project and provides a roadmap for implementing AMP on a website. It begins with an overview of AMP and its benefits like faster page loads and increased visibility in search results. It then outlines a three step roadmap: 1) building the business case for AMP, 2) setting goals for priorities and analytics, and 3) maintaining AMP page health. Key resources for creating AMP pages like templates, components and validation tools are also reviewed. The presentation concludes by highlighting additional AMP resources and thanking the audience.
Perfect Starts: How to Get the Right Traffic with a Content AuditMichael King
Mike King's Authority Rainmaker presentation about how to perform the world's greatest content audit using quantitative and qualitative research techniques.
PWAs: Why you want one and how to optimize them #SearchYAleyda Solís
What are Progressive Web Apps, how do they work, how they will benefit your site and how you can optimize them? Get the answers to these questions here!
Introduction to PWAs & New JS Frameworks for MobileMobileMoxie
Emily Grossman's talk about PWAs from BrightonSEO September 2017
Video slides have been replaced by a screenshot with links to the videos or their original sources.
Vad dina användare EGENTLIGEN gör på din sajtConversionista
Lär dig vad dina besökare tittar på och vad de struntar i. Se hur bilder och ord fångar besökarnas uppmärksamhet och leder dem varsamt men bestämt till avslut. Och se exempel på hur A/B-tester kan hitta oväntade och makalösa resultat.
The document discusses various tips for improving website usability and conversions. It suggests that every company should have a Director of Details to focus on small improvements without a large budget. Some tips include using simple language for error messages, taking responsibility for errors rather than blaming users, prominently displaying search, and directing users to next steps rather than saying they are finished. Tracking error messages in analytics can provide insights into common problems. The overall message is that many small details can be optimized to improve the user experience.
Content Marketing That Converts - Digital Elite CampConversionista
From Digital Elite Camp in Estonia.:
Content marketing is the new hot thing and ad agencies are flocking like vultures over a newly killed zebra on the African savannah. And agencies do what they have always done: Focus focus on acquisition and campaigns. But content marketing is more “always on” than “campaigns”. And again they forget about conversion and what happens on the site or landing page. This session will teach you the conversion side of content marketing. Not only how to draw visitors, but how to actually create business value out of those eyeballs.
The Truth Is Out There - User Research Based AB-TestingAGConsult
Stop guessing! Stop copying tests you've seen! Don't blindly follow best practices! Your website, your users, your products are unique. Use Google Analytics, surveys, mouse tracking, eyetracking etc. to find the gaps in your website and texts. This will enable you to create better ab-tests.
Förbättrad konvertering i fyra steg -E meeet 2012Conversionista
Beskrivning av vår metodik för att mäta/förbättra konvertering för en E-handlare i fyra steg:
1. Stanna på sajten
2. Hitta produkter
3. Lägga i varukorg
4. Checka ut.
Plus: Case study - Hur vi förbättrade Mathems konverteringsgrad med över 30%
The tools used by the CRO masters round the world to optimise analytics, UX, VOC,insight and testing - all to optimise your insight or conversion figures.
12 Things to do Before Your Company Dies : Conversion Conference London - Oct...Craig Sullivan
A roundup of all the things to help you maintain a competitive edge in experience design and conversion optimisation. With examples of companies putting this stuff together, the tools they are using and their project management approaches, this presentation delves deeper into the cultural aspects of CRO.
Are you there Page Experience? It's Me, DevTools.Rachel Anderson
This document summarizes a presentation about using Chrome DevTools to test and optimize websites for Google's upcoming Page Experience update. It discusses the components of the update like mobile-friendliness and core web vitals. It provides guidance on using DevTools to test for issues in areas like intrusive interstitials, HTTPS security, and core web vitals metrics. The presentation emphasizes that field data may differ from lab tests in DevTools, and it outlines many resources for further information on the Page Experience update and related topics.
Are you there Page Experience? It's me, DevToolsJamie Indigo
BrightonSEO, March 2021
With Google's Page Experience ranking signal update rolling out in May 2021, you're running out of time to put in the budget line items for all the fancy SEO tools you'll need! Don't panic. Rachel Anderson and Jamie will show you how to optimize for humans (and algorithm updates) using an underestimated SEO ally: Chrome DevTools.
Toolkits and tips for UX analytics CRO by Craig SullivanUXPA UK
This document summarizes Craig Sullivan's presentation on UX and conversion rate optimization (CRO). Some of the key topics and tools discussed include: conducting guerrilla usability testing outside the office; using session replay tools to analyze user behavior; leveraging the voice of the customer through surveys and customer feedback; acting like a private investigator to research competitors; and experimenting with split testing tools and analytics to optimize conversions and revenue. Specific examples are provided of split testing people in photos and the effectiveness of different images in TV advertising. The presentation emphasizes the importance of blending UX techniques with analytics, testing, and data to create successful, customer-delighted products and services.
The document provides recommendations for various tools to analyze website usage including web analytics, feedback tools, session recording software, usability testing options, A/B testing platforms, and testing tools for browsers, email, mobile, and performance. It also lists numerous specific software and services for each category to help optimize websites through user research and experimentation. Resources for conversion rate optimization techniques and best practices are also referenced.
eMetrics Stockholm - What the F*** is wrong with my conversion?Craig Sullivan
The document provides tips and guidelines for optimizing website conversion rates through user experience design, testing, and analytics. It emphasizes the importance of user research, agile testing approaches, mobile and cross-channel design, performance optimization, and tracking online and phone interactions. Guidelines are also given for improving image selection to increase conversion rates.
Why does my Mobile Conversion rate suck? 19 Sep 2013 @ Conversion Thursday #...Craig Sullivan
The document discusses reasons why mobile conversion may be low and provides solutions in 10 areas:
1. Fix issues with analytics setup and instrumentation
2. Use proper customer insights like testing and surveys as inputs instead of guesses
3. Conduct usability testing early and often using remote tools
4. Experience the mobile experience firsthand to understand user problems
5. Shorten testing cycles and continuously improve through small changes
6. Track users across channels to understand full customer journeys
7. Use event tracking instead of page-based tracking to understand interactions
8. Consider the context of mobile use not just the pages
9. Improve mobile photos and copy to better engage and inform users
10. Optimize mobile
Google Analytics Training Seminar - Vorian AgencyVorian Agency
This document provides information about a Google Analytics training seminar to be held on September 3rd, 2014 from 10:00am to 12:00pm. It will be presented by Matt Lynch, General Manager of Vorian Agency, and will cover using Google Analytics to gain insights from website data, including traffic sources, user behavior, and conversions. The document also includes details about the presenter and contact information for Vorian Agency.
Cross Device Optimisation - Google Analytics ShortcutsCraig Sullivan
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- what is difference between digital marketer and growth hacker?
- how can we use growth hacking to increasing revenue ?
- how can Data analysis can improve growth hacking process in your startup / company ?
- how can company / startup using growth hacking step by step ?
- is growth hacking hype or not ?
- is growth hacking depend on person or not ?
and the other answer about growth hacking ....
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Conversionista : Conversion manager course - Stockholm 20 march 2013
1. Agenda – Conversion Manager Course
#1 The Optimisers Toolkit
The best tools recommended by CRO practitioners
#2 CRO Project Styles
How does CRO fit in with Lean UX, Agile, User Centred, Waterfall?
#3 Analytics Genius Tips
Top tips from 2013 – from around the world
#4 Best Practice Answers
The key learnings from 6 years of optimisation
#5 Site Reviews
Let me give you feedback or advice on your site or project
2. Conversion Heroes!
Meet @OptimiseOrDie
Reason for being : I Optimise Stuff
Past : John Lewis, Lovefilm, Belron, PwC
Now : Director of Optimisation, Rush
Email : sullivac@gmail.com
Twitter : @OptimiseOrDie
: linkd.in/pvrg14
Slides : slidesha.re/nlCDm6
3. "If you go to the men's washrooms at
the Schiphol airport in Amsterdam,
you may notice there's a fly in the
urinals. It’s screen printed .
So what do you think most men do?
That's right, they aim at the fly when
they urinate.
They don't even think about it, and
they don't need to read a user's
manual; it's just an instinctive
reaction that means 85% less spillage!
The interesting feature of these
urinals is that they're deliberately
designed to take advantage of this
inherent human male tendency.“
This is my job.
5. Agenda
#1 The Optimisers Toolkit
The best tools recommended by CRO practitioners
#2 CRO Project Styles
How does CRO fit in with Lean UX, Agile, User Centred, Waterfall?
#3 Analytics Genius Tips
Top tips from 2013 – from around the world
#4 Best Practice Answers
The key learnings from 6 years of optimisation
#5 Site Reviews
Let me give you feedback or advice on your site or project
8. #1 : Session Replay
• 3 kinds of tool :
Client side
• Normally Javascript based
• Pros : Rich mouse and click data,
errors, forms analytics, UI interactions.
• Cons : Dynamic content issue, Performance hit
Server side
• Black Box -> Proxy, Sniffer, Port copying device
• Pros : Gets all dynamic content, fast, legally tight
• Cons : No client side interactions, Ajax, HTML5 etc.
Hybrid
• Clientside and Sniffing with central data store
9. #1 : Session Replay
• Vital for optimisers & fills in a ‘missing link’ for insight
• Rich source of data on visitor experiences
• Segment by browser, visitor type, behaviour, errors
• Forms Analytics (when instrumented) are awesome
• Can be used to optimise in real time!
Session replay tools
• Clicktale (Client) www.clicktale.com
• Mouseflow (Client) www.mouseflow.com
• Ghostrec (Client) www.ghostrec.com
• Tealeaf (Hybrid) www.tealeaf.com
• Usabilla (Client) www.usabilla.com
• UserReplay (Server) www.userreplay.com
• SessionCam (Client) www.sessioncam.com
13. #2 : Feedback / VOC tools
• Anything that allows immediate realtime onpage feedback
• Comments on elements, pages and overall site & service
• Can be used for behavioural triggered feedback
• Tip! : Take the Call Centre for beers
• Kampyle
www.kampyle.com
• Qualaroo
www.qualaroo.com
• 4Q
4q.iperceptions.com
• Usabilla
www.usabilla.com
Any more?
14. #2a : Survey Tools
I’ve used
• Surveymonkey www.surveymonkey.com (1/5)
• Zoomerang www.zoomerang.com (3/5)
• SurveyGizmo www.surveygizmo.com (5/5)
• Read anything by and follow @cjforms
• Any others?
16. #4 : Guerrilla Usability Testing
• All you need is a device, time and people!
• Use one of these tools for session recording:
CamStudio (free)
www.camstudio.org
Mediacam AV (cheap)
www.netu2.co.uk
Silverback (Mac)
www.silverbackapp.com
Screenflow (Mac)
www.telestream.net
UX Recorder (iOS)
www.uxrecorder.com
21. #5 Google Docs
• Seriously wasting your time doing manual Excel?
• Fed up doing stuff that takes hours?
• Use the Google API to roll your own reports straight into Big G
• Lots of good articles but ask for advice from:
@danbarker
@timlb
#measurecamp
• Google Analytics + API + Google docs integration = A BETTER LIFE!
• Hack your way to having more productive weeks
• Learn how to do this and to have fun with GA custom reports
• Ask me about the importance of training
20 Mar 2013
31. #7 – UX and Crowd tools
Som, feedback
Remote UX tools (P=Panel, S=Site recruited, B=Both)
Usertesting (B) www.usertesting.com
Userlytics (B) www.userlytics.com
Userzoom (S) www.userzoom.com
Intuition HQ (S) www.intuitionhq.com
Mechanical turk (S) www.mechanicalturk.com
Loop11 (S) www.loop11.com
Open Hallway (S) www.openhallway.com
What Users Do (P) www.whatusersdo.com
Feedback army (P) www.feedbackarmy.com
User feel (P) www.userfeel.com
Ethnio (For Recruiting) www.ethnio.com
Feedback on Prototypes / Mockups
Pidoco www.pidoco.com
Verify from Zurb www.verifyapp.com
Five second test www.fivesecondtest.com
Conceptshare www.conceptshare.com
Usabilla www.usabilla.com
32. #8 : Web Analytics Love
• Properly instrumented analytics
• Investment of 5-10% of developer time
• Add more than you need
• Events insights
• Segmentation
• Call tracking love!
33. #8 : Tap 2 Call tracking
Step 1 : Add a unique phone number on ALL channels
(or insert your own dynamic number)
Step 2 : For phones, add “Tap to Call” or “Click to Call”
• Add Analytics event or tag for phone calls!
• Very reliable data, easy & cheap to do
• What did they do before calling?
• Which page did they call you from?
• What PPC or SEO keyword did they use?
• Incredibly useful – this keyword level call data
• What are you over or underbidding for?
• Will help you shave 10, 20%+ off PPC
• Which online marketing really sucks?
34. 10.0
15.0
20.0
25.0
0.0
5.0
safe lit
windshield chip repair
safelite windshield
autoglass
auto window replacement
safelight auto
auto glass repair
windshield replacement costs
safelite auto glass
safe auto glass
safelite repair
windshield
autoglass replacement
car glass
safelite locations
auto glass repair quotes
Phone to Booking Ratio
windshield repair
mobile windshield replacement
replace windshield
car windshield repair
new windshield cost
auto glass windshield replacement
car window repair cost
safe gl
auto glass repair houston tx
windshield crack
35. What about desktop?
Step 1 : Add ‘Click to reveal’
• Can be a link, button or a collapsed section
• Add to your analytics software
• This is a great budget option!
Step 2 : Invest in call analytics
• Unique visitor tracking for desktop
• Gives you that detailed marketing data
• Easy to implement
• Integrates with your web analytics
• Let me explain…
36. What about desktop?
Onbound Call analytics:
Split testing
Priority routing
Wait time
VIP teams
Call centre
Abandon
A 222 1234 Call length music
On hold
0800 222 1234 0800 Operator outcome
Menu
Sales value
0800 222 1245
Messages
Ratings
Call recording
B 222 1263
0800
Offline promotions!
0800 222 1299 Profit line!
C
Web
Analytics Telephony Cloud
37. So what does phone tracking get you?
• You can do it for free on your online channels
• If you’ve got any phone sales or contact operation, this will
change the game for you
• For the first time, analytics for PHONE for web to claim
• Optimise your PPC spend
• Track and Test stuff on phones, using web technology
• The two best tests?
• Talk to Someone today ->
38. Company Website Coverage
Who?
Mongoose Metrics* www.mongoosemetrics.com UK, USA, Canada
Ifbyphone* www.ifbyphone.com USA
TheCallR* www.thecallr.com USA, Canada, UK, IT, FR, BE, ES, NL
Call tracking metrics www.calltrackingmetrics.com USA
Hosted Numbers www.hostednumbers.com USA
Callcap www.callcap.com USA
UK, SE, FI, NO, DK, LT, PL, IE, CZ,
Freespee* www.freespee.com
SI, AT, NL, DE
Adinsight* www.adinsight.co.uk UK
Infinity tracking* www.infinity-tracking.com UK
Optilead* www.optilead.co.uk UK
Switchboard free www.switchboardfree.co.uk UK
Freshegg www.freshegg.co.uk UK
Avanser www.avanser.com.au AUS
Jet Interactive* www.jetinteractive.com.au AUS
* I read up on these or talked to them. These are my picks .
40. #9 : Web Analytics Love
• UX of web analytics tools and reports
• People, Process, Human problems
• Make the UI force decisions!
• Playability and exploration
• Skunkworks project time (5-10%)
• Give it love, time, money and iteration
• Spend to automate, get more time
43. What’s the problem?
• #1 User Experience and Conversion
Optimisation are not a checkbox or a
step in the process – it needs to be
integrated in everything you do.
• #2 This work isn’t a one off exercise
either – it’s an ongoing continuous
improvement process – like Kaizen
• #3 Usability testing isn’t enough –
other UX factors like the visceral and
behavioural emotional responses we
have to products need tuning too.
• #4 It’s not just about the user!
• #5 It’s usually Self Centred Design
driven by Ego, Opinion, Assumption
45. Also, the dial won’t turn anymore
PPC SEO
With thanks to @morys
46. Why is this happening?
• PPC changes
• Advertising models flattening – i.e. mobile Google costs
• Comprehensive SEO changes
• Competition increasing
• Fleetness of foot – Asos in Australia
• Entry costs are lower now
• New entrants compete without the cruft
• Startups are using better ‘build and optimise’ methodologies
than nearly all corporates
• The old way of doing things is going to die
• The new way of doing things is your only survival ticket
47. So what do people do?
• They throw tools at the problem
• They try usability testing and research
• They generate more data to look at
• They make changes without measuring or testing
• They hope to randomly create the optimal system
• They get an expensive agency to help them
• They push their team harder, like galley slaves
• They experiment with riskier advertising models
• They wonder why they’re burning rubber
• They try more random things
• Then they call a CRO person and say
“We’ve tried everything. It isn’t working. Help!”
48. Skinner’s Pigeon Experiment
• Participants invited into a room with objects
• Told to score 100 points within 30 minutes
• Participants moved objects around, made
noise, jumped around, tried anything to make a
counter increase the points score.
• They got horribly confused
• They then created convincing lies for
themselves, to explain what they thought was
working. They became superstitious and made
rituals.
• The points allocation was made randomly by a
goldfish, swimming back and forward in a tank.
• Know any marketing departments like this?
• I’ve seen this a lot – and it paralyses companies
• We need a better way. A methodology?
50. Lean UX
“The application of UX design methods into product
development, tailored to fit Build-Measure-Learn cycles.”
Positive
– Lightweight and very fast methods
– Realtime or rapid improvements
– Documentation light, value high
– Low on wastage and frippery
– Fast time to market, then optimise
– Allows you to pivot into new areas
Negative
– Often needs user test feedback to
steer the development, as data not
enough
– Bosses distrust stuff where the
outcome isn’t known
51. Agile UX / UCD / Collaborative Design
“An integration of User Experience Design and Agile*
Software Development Methodologies”
*Sometimes
Research
Positive
– User centric
– Goals met substantially
– Rapid time to market (especially when
using Agile iterations) Wireframe
Negative
Concept Prototype
– Without quant data, user goals can
drive the show – missing the business
sweet spot
– Some people find it hard to integrate
with siloed teams Analyse Test
– Doesn’t’ work with waterfall IMHO
53. Lean Conversion Optimisation
“A blend of User Experience Design, Agile PM, Rapid Lean
UX Build-Measure-Learn cycles, triangulated data sources,
triage and prioritisation.”
Positive
– A blend of several techniques
– Multiple sources of Qual and Quant data aids triangulation
– CRO analytics focus drives unearned value inside all
products
Negative
– Needs a one team approach with a strong PM who is a
Polymath (Commercial, Analytics, UX, Technical)
– Only works if your teams can take the pace – you might be
surprised though!
55. Triage and Triangulation
“This is where the smarts of CRO are – in identifying the
easiest stuff to test or fix that will drive the largest uplift.”
• Starts with the analytics data
• Then UX and user journey walkthrough from SERPS -> key paths
• Then back to analytics data for a whole range of reports:
• Segmented reporting, Traffic sources, Device viewport and
browser, Platform (tablet, mobile, desktop) and many more
• We use other tools or insight sources to help form hypotheses
• We triangulate with other data where possible
• We estimate the potential uplift of fixing/improving something
as well as the difficulty (time/resource/complexity/risk)
• A simple quadrant shows the value clusters
• We then WORK the highest and easiest scores by…
• Turning every opportunity spotted into an OUTCOME
56. The Bucket Methodology
“Helps you to stream actions from the insights and prioritisation work.
Forces an action for every issue, a counter for every opportunity being lost.”
Test
If there is an obvious opportunity to shift behaviour, expose insight or
increase conversion – this bucket is where you place stuff for testing. If
you have traffic and leakage, this is the bucket for that issue.
If an issue is placed in this bucket, it means we need to beef up the
Instrument analytics reporting. This can involve fixing, adding or improving tag or
event handling on the analytics configuration. We instrument both
structurally and for insight in the pain points we’ve found.
Hypothesise This is where we’ve found a page, widget or process that’s just not working
well but we don’t see a clear single solution. Since we need to really shift
the behaviour at this crux point, we’ll brainstorm hypotheses. Driven by
evidence and data, we’ll create test plans to find the answers to the
questions and change the conversion or KPI figure in the desired direction.
Just Do It
JFDI (Just Do It) – is a bucket for issues where a fix is easy to identify or the
change is a no-brainer. Items marked with this flag can either be deployed
in a batch or as part of a controlled test. Stuff in here requires low effort
or are micro-opportunities to increase conversion and should be fixed.
Investigate You need to do some testing with particular devices or need more
information to triangulate a problem you spotted. If an item is in this
bucket, you need to ask questions or do further digging.
57. How is it working out?
• Methodologies are not Real Life ™
• It’s mainly about the mindset of the team and
managers, not the tools or methodologies they
play with
• Not all my clients have all the working parts
• You should not be a methodology slave
• Feel free to make your own or flexibly adapt
• Use some, any techniques instead of ‘guessing’
• Blending lean and agile with conversion
optimisation outcomes is my critical learning of
the last 5 years
• Doing rapid cycles of this outcome driven work
for Belron:
• World Conversion Rate Increase:
2009 +5%, 2010 +10%, 2011 +15%, 2012 +25%
• If you’d like to develop a good one for your
company, talk to me first!
• Don’t over complicate it.
60. Analytics Genius Tips
#1 Performance tune-ups
#2 Browser money
#3 Keyboard shortcuts
#4 Ranking data
#5 Content engagement
#6 Enhanced In page
#7 Duplicate transactions
#8 Event tracking
#9 Google API + more
61. #1 : Performance Tune-ups
• With thanks to @Danbarker
• Add “_gaq.push(['_setSiteSpeedSampleRate', 100]);”
• Amps up sampling for small & medium websites
• Use the distribution report - % of pages < 3 seconds
• DOM timings vital – let me explain
• Avg. Document Content Loaded Time (sec)
• This data is very accurate and helps conversion – pretty vital for
landing pages, where I find lots of stuff
• Make yourself a [pageview * content load time] report
• This is called a ‘Suck Index’
• Work your way down from the top
• Mobile speed doesn’t count Safari – please be careful!
• Read more at:
http://p.barker.dj/sitespeedtips
62. #2 : Browser money
• Create a desktop only segment *Exclude “mobile including tablets” +
• Create a mobile only segment [ For GA, Include Mobile (including tablet) &
Exclude Tablet = yes]. 3 segments Desktop, Tablet, Mobile only
• Now start segmenting like this:
Browser Segment Conv rate Quote the
Safari Mobile Traffic 0.79%
Internet Explorer Desktop only 1.34%
opportunity!
Chrome Desktop only 1.01% IE8 = 1.41% revenue
Safari Tablet Traffic 1.00%
Safari Desktop only 1.28% IE8 converts at 20%
Firefox Desktop only 1.20% of IE9 and IE10
Android Browser Mobile Traffic 0.31%
Some nasty bugs
Safari (in-app) Mobile Traffic 0.69%
cause the problem
Chrome Mobile Traffic 0.62%
Safari (in-app) Tablet Traffic 0.89% Worth fixing?
Chrome Tablet Traffic 0.84%
Opera Desktop only 0.10% That 1.41% problem
Android Browser Tablet Traffic 0.71% is worth nearly 6%
Mozilla Compatible Agent Mobile Traffic 0.51% more checkouts!
63. #2 : Browser money
• You should see something like this:
64. #3 : GA Keyboard Shortcuts
• Thanks to Farid Alhadi and @fastbloke
dt Set date range to TODAY
dy Set date range to YESTERDAY
dw Set date range to LAST WEEK
dm Set date range to LAST MONTH
dc
Toggle date comparison mode (to the previous period of whatever you are looking at.
Example, if you’re looking at 6 days, this will compare it to the 6 days before it)
dx Toggle date comparison mode (to the previous year of the period you are looking at)
? Open keyboard shortcut help
h Search help center
a open account panel
shift + a Go to account list
s/ Search reports
shift + d Go to the default dashboard of the current profile
65. #4 : Ranking data
• Someone searches on Google for ‘Term’
• Clicks on a link to your site
• What was the keyword rank for that term?
• Reverse engineer the actual rankings from users machines
• More accurate than some SEO tools (IMHO)
• Two articles to read:
http://bit.ly/Vaisno
http://bit.ly/13lmYF2
66. #5 : Content Engagement
• Get a better bounce rate metric
• See more detailed engagement metrics
• Measure scrolling and reading activity
• Came from @fastbloke but originally Justin Cutroni
• Measure your scrolling and exit points from long form
content
• Very nice technique – read more at:
http://bit.ly/13lmYF2
http://goo.gl/1AZZb
67. #6 : Enhanced Page Analytics
var _gaq = _gaq || [];
var pluginUrl =
'//www.google-analytics.com/plugins/ga/inpage_linkid.js';
_gaq.push(['_require', 'inpage_linkid', pluginUrl]);
_gaq.push(['_setAccount', 'UA-XXXXXX-Y']);
_gaq.push(['_trackPageview']);
• Correct link attribution for in-page Analytics
• Very nice
68. #7 : Duplicate transactions in GA
• Thanks to Matt Clarke and @timlb
• Stop skewing the data with duplicates/reloads
• Custom report to check if you’re affected
http://techpad.co.uk/content.php?sid=247
• I’ve seen this a few places so worth
checking, particularly if figures don’t tally!
• Read more at : http://bit.ly/13lmYF2
69. #8 : Event tracking
• Thanks to #Measurecamp – check the stream
• A beginners guide : http://bit.ly/13RFoJs
• Some great ideas here : http://bit.ly/UCcptx
• Don’t go for ‘Event Blizzard’
• Focus on specific areas where insight is needed
• Choose your naming structure carefully:
http://bit.ly/WJ4R4c
• Read this complete guide : http://bit.ly/VmFSJ4
70. #9 : Google API and more
• Use the Google API to get super custom reports
• You can fetch different data types (on the fly as
well as pre-calculated)
• Automate a lot of Excel work – more later…
• @timlb recorded all the tips for #Measurecamp
• We then had an unconference
• He recorded a special session for us
• Listen to great tips and more:
www.youtube.com/watch?v=JWXg1_4quwU
www.youtube.com/watch?v=z41Cdg9xbk0
• Roundup : www.measurecamp.org/aftermath/
72. #10 : Microdata – SERPS UX
• Reviews – huge increases in CTR and Conversion
• People (Authors)
• Products
• Businesses and Organisations
• Recipes
• Events
• Music
• Local
• Video
Helps to:
• Dominate the page
• Push other stuff down
• Makes it more persuasive
• The conversion journey starts here!
73. #11 : Measure viewport size
• Thanks to @Beantin and others!
• Measure the viewport size, not the resolution
• Why?
• Toolbars, chrome and setup varies
• UK average is ~2 toolbars installed
• Code example here : http://bit.ly/4xaNYK
• A common conversion issue
• Your desk vs. Users = different
• Turn off the wifi, reduce the viewport
• Cheap solution – use a toilet roll!
75. #4 Best Practice
• There is no such thing as ‘easy best practice’ in
design or conversion optimisation
• There are patterns - but the context varies
• The answer is always, “it depends” ;-)
• It starts with your customers, your site, your
data, your insights – not an article online!
• Ensure they’re involved – that’s BP
• So what? I need some advice!
• How about answers to questions?
• The top 30 questions for testing
• Today is an exclusive!
• Steal and use my slides .com .kp .se
76. #1 - What is optimisation?
My definition:
“A set of techniques, implemented in
order to influence customer behaviour
towards these outcomes” :
• Increased revenue or profit
• Removing cost from the business or contact center
• Increasing productivity or labor flexibility
• Increasing NPS (Customer Sat) scores
• Simply delighting customers
All work should be challenged on this basis!
Would you do it in a retail store or shop window?
Is all that stuff on the page earning rental income?
78. #2 - What is a leak model?
• Very like a funnel diagram, except
• We analyse what happens to the losses
• Then we assign new outcomes:
– Used chat
– Sent an email / contact form
– Visited Contact Us and Exited
– Called us on the phone
– Requested a ringback
– Subscribed to a newsletter
– Completed on mobile / desktop / tablet
• Let’s see an example
81. The Marketing Bath
Acquisition = Water flow
Holes = Conversion loss
Plughole = Retention
Floor water = Retargeting
82. Leak surprises!
• When I use a leak model – 30-70% is not a loss
• A loss is sometimes a channel or contact switch
• This is the key insight!
• UX issues or missing information contributes hugely
to the real ‘total leavers’ figure
• If you do any phone business, you MUST track
• If you are multi-platform & channel, you MUST track
• If you decide based on loss rates alone, you suck
• If you don’t segment data, you’re missing out
83. #3 - Where are the best places to test?
• High traffic pages of influence
• Landing pages – Organic and PPC
• Home page (if high traffic)
• Category pages
• Product/Content pages and controls
• Pre-Funnel pages
• Funnel steps and elements
• Payment pages
• Poor Navigation or Search
• Hook or Trigger pages
• Anywhere with a large leak %
• Anything with traffic and a CTA!
84. #4 How do I identify issues?
• Lab Usability testing
• Remote Usability testing
• Guerrilla Usability testing
• Voice of Customer
• Session Replay
• Key Journey walkthroughs
• CRO expert review
• Analytics review
• Leak Modelling
• Call tracking
• Asking people questions
• The Call Centre – get them drunk!
85. #5 How do I quantify & prioritise?
• Triangulate with data sources
• Score each issue found by:
– Effort to test or fix (time/resource)
– Volume of people impacted
– Severity of issue
– Lasting impact of issue
– Type of issue - Persuasion, UX, Device
– Opportunity (to shift behaviour)
– Risk or Difficulty
• I normally use effort vs. opportunity
• Plot them on a Quadrant diagram
86. #5 How do I quantify & prioritise?
Opportunity
Effort
87. #5 Prioritisation
• Allocate an outcome bucket
• For an issue, cluster or page
(See bucket slides)
• You now have outcomes:
– By activity stream
– By priority and opportunity
• Time to start work!
88. #6 How long will a test take?
• Very simple
– 2 business cycles minimum
– Always test complete cycles
– Usually a week, 2 weeks, Month
• Second part
– You need 250 outcomes
– Ideally 350 or more
– In each outcome bucket
– If you test 4 recipes, that’s 1400 outcomes
– In my case above, it’s 2 weeks for 400 outcomes
– Work out how long you want it to take!
– Make a note of your minimum ‘length’ for 350 outcomes
– If you segment, you’ll need more data
89. #7 What prep do I need for each issue?
• Usability test insights & Personas
• Analytics review data
• CRO review data
• Surveys or VOC feedback
• Social analysis – common issues
• Call centre top issues
• Any additional data sources
• Previous test results
• Articles on this site area – as ideas
• Pattern libraries
• Competitor analysis (Don’t copy!)
• Test run length estimates
• Assemble the brainstorming team
90. #8 – Brainstorming the hypotheses
• Not a guide to brainstorming but for optimal
CRO workshops:
• Look at all the insight & data
• Invite everyone: Developers, UX
people, Designers, Operations or Call centre
staff, Marketing, Business
owners, Copywriters, PPC and SEO people – one
team!
• Show the page, process or element (The What)
• Explain the analytics data (The How Much)
• Explain the UX or CRO issue (The Why)
• Brainstorm solutions or behaviour shifting
• Identify the best issues
• Cut the tests to fit the run length!
• Keep what’s left for later tests
91. #9 – What should I test on a page?
• Work those value propositions
• Titles, Subheadings, Copy
• Call to action buttons, placement, size, design
• Hero or product images
• Supporting text or intro copy
• Text size, decoration and formatting (scanning)
• Design & Layout (paying attention to the fold
but also utilising scroll behaviour)
• Visual hierarchy and separation
• Removing stuff
• Simplifying things
• Chris Goward will cover this superbly
• +1 - I highly recommend his book.
92. #10 – What kind of test should I run?
• A/B testing – good for:
– A single change of content or design layout
– A group of related changes (e.g. payment security)
– Finding a new and radical shift for a template design
– Lower traffic pages or shorter test times
• Multivariate testing – good for:
– Higher traffic pages
– Groups of unrelated changes (e.g. delivery & security)
– Multiple content or design style changes
– Finding specific drivers of test lifts
– Testing multiple versions (e.g. click here, book now, go)
94. #10 – What kind of test should I run?
• Micro testing (tiny change) – good for:
– Proving to the boss that testing works
– Demonstrating to IT that it works without impact
– Showing the impact of a seemingly tiny change
– Proof of concept before larger test
• Funnel testing – good for:
– Checkouts
– Lead gen Vs.
– Forms processes
– Quotations
– Any multi-step process with data entry
• Fake it and Build it – good for:
– Testing new business ideas
– Trying out promotions on a test sample
– Estimating impact before you build
– Helps you calculate ROI
95. #11 – How do I optimise a funnel?
• This is worth a workshop on just this topic!
• Firstly, watch for my Funnel Testing resource pack
• This is a specialised area but here are some examples:
– One text change in Carglass.de & fr = +8%
– Optimising address lookup = +2.5% (one field)
– Cross Browser issues = 10, 14, 18% increase (8M)
• Remember – these are very warm leads
• Small errors or messaging issues = -$$$
• Security, Privacy, Trust, Clarity, Simplicity, Explanations = +$$$
• Forms validation causes huge problems – every error = -$$$
• It’s all about Humanising often robotic forms
• Removing, simplifying, reassuring
• If you have one, let me review it later!
96. #12 – What master planning document is needed?
• Create one document. It should contain:
– The test configuration & flow
– All assets and recipes for the testing
– Analytics tagging or instrumentation
– IP addresses of all ‘non customer’ sites
– Success Measure & KPI definitions
– Any exceptions or exclusions
– Estimated test run time minimum
97. #13 – Should I run an A/A test first?
• No – and this is why:
– It’s a waste of time
– It’s easier to test and monitor instead
– You are eating into test time
– Also applies to A/A/B/B testing
– A/B/A running at 25%/50%/25% is the best
• Read my post here :
http://bit.ly/WcI9EZ
98. #14 – What QA testing should I do?
• Cross Browser Testing
• Testing from several locations
• Test IP filtering
• Test analytics firing tags correctly
• Test repeat visitor and session timeouts
• Cross check figures from 2+ sources
99. #15 – What’s on the pre-flight checklist?
• KPI success measures agreed
• Analytics tags firing correctly?
• Final test document signed off
• Test estimates issued
• QA cross browser and location testing complete
• IP addresses excluded from test
• Checked the marketing diary again?
• Legal, Brand, IT -> signoff complete
100. #16 – Early stage – what to watch for?
• Ignore the graphs. Don’t draw conclusions.
• Get a feel for the test but don’t do anything yet!
• Remember – in A/B - 50% of returning visitors will see a new shiny website!
• Until your test has had at least 1 business cycle and 250-350 outcomes, don’t
bother drawing conclusions or getting excited!
• You’re looking for anything that looks really odd – your analytics person should be
checking all the figures until you’re satisfied
• All tests move around or show big swings early in the testing cycle. Here is a very
high traffic site – it still takes 10 days to start settling. Lower traffic sites will
stretch this period further.
101. #17 – What happens when a test flips?
• Something like this can happen:
• Check your sample size. If it’s still small, then expect this until the test settles.
• If the test does genuinely flip – and quite severely – then something has changed with
the traffic mix, the customer base or your advertising. Maybe the PPC budget ran
out? Seriously!
• To analyse a flipped test, you’ll need to check your segmented data. This is why you
have a split testing package AND an analytics system.
• The segmented data will help you to identify the source of the shift in response to your
test. I rarely get a flipped one and it’s always something changing on me, without
being told. The heartless bastards.
102. #18 – What happens if a test is still moving around?
• There are three reasons it is moving around
– Your sample size (outcomes) is still too small
– The external traffic mix, customers or reaction has
suddenly changed or
– Your inbound marketing driven traffic mix is
completely volatile (very rare)
• Check the sample size
• Check all your marketing activity
• Check the instrumentation
• If no reason, check segmentation
103. #19 – How do I know when it’s ready?
• The hallmarks of a cooked test are:
– It’s done at least 1 or 2 (preferred) cycles
– You have at least 250-350 outcomes
– It’s not moving around hugely at creative or segment
level performance
– The test results are clear – even if the precise values
are not
– The intervals are not overlapping (much)
– If a test is still moving around, you need to
investigate
– Always declare on a business cycle boundary – not
the middle of a period (this introduces bias)
– Don’t declare in the middle of a limited time period
advertising campaign (e.g. TV, print, online)
– Always test before and after large marketing
campaigns (one week on, one week off)
104. #20 – What happens if it’s inconclusive?
• Analyse the segmentation
• One or more segments will be over and under
• See if they are cancelling out
• The average is a lie
• Don’t think of the average – think of the
customer segments inside
• If you genuinely have a test which failed to
move any segments, it’s a crap test
• This usually happens when it isn’t bold or brave
enough in shifting away from the original
design, particularly on lower traffic sites
• Get testing again!
105. #21 – What happens if it fails?
• Analyse the segmentation
• One or more segments will be over and under
• Check for varied performance
• Now add the failed element or test to your
Knowledge Base. Mark with a warning sign.
• Look at it carefully – what does the failure tell
you? Which element do you think drove the
failure?
• If you know what failed (e.g. making the price
bigger) then you have very useful information
• You turned the handle the wrong way
• Now brainstorm a new test
106. #22 – What was driving my test (segments)?
• To understand beyond the headline
average, you need to segment your data.
• If you have 350 outcomes and segment, you
will now have much smaller samples – be very
very careful! One of the key mistakes people
make here.
• Segment by:
– New or Returning visitor
– Logged in vs. Guest
– Traffic source and medium
– Landing page
– Keyword
– Day of week / Time of day
– Browser, Device, Platform (mobile, tablet, desktop)
– Depth of engagement (how far they got)
108. #24 – What about the words – what help do I need?
• Employ a dedicated copywriter – period
• Find someone who understands persuasive writing
• If you can’t hire someone, read lots of books!
• Start with Robert Cialdini, Bryan Eisenberg
• Get a course from Sticky Content (for your team)
• It’s not expensive to get specialist help
• Always involve in the brainstorming
• This is just selling – using persuasion and psychology
• It isn’t new – read ‘Scientific Advertising’ from 1923
• Most websites don’t practice this
• It makes a huge difference in testing
• Use customer goals and insight to drive levers
• Here is an example!
110. Copy testing mission – Carglass Worldwide
• Identify techniques through testing and user insight, that will:
• Reflect, assist, aid comprehension of and provide clarity of message, value
proposition and overall comprehension – all blended together to get
higher conversion!
• Where is the f***ing value proposition? Make sure it’s always there!
• Do more to reflect the emotional and persuasive elements of writing for
our customers. It’s not for you – it’s for them.
• Encourage testing of small or large scale copy changes
• Drive copy from customer insight, not assumption – from targeted
hypotheses instead of randomly trying stuff and do it from the heart!
• 50-70% of the lift of some tests – is *just* from the copy changes.
• Leverage this in all of our work.
111. Emotion & Persuasion - levers
Customers do not know what to do and need support and advice
• Emphasize the fact that you understand that their situation is stressful
• Emphasize your expertise and leadership in vehicle glazing and will help them get the best
solution for their situation
• Explain what they will need to do online and during the call-back so that they know what the next
steps will be
• Explain that they will be able ask any other questions they might have during the call-back
Customers do not feel confident in assessing the damage
• Emphasize the fact that you will help them assess the damage correctly online
Customers need to understand the benefits of booking online
• Emphasize that the online booking system is quick, easy and provides all the information they
need in regards with their appointment and general cost information
Customers mistrust insurers and find dealing with their insurance situation very frustrating
• Where possible communicate the fact that the job is most likely to be free for insured
customers, or good value for money for cash customers
• Show that you understand the hassle of dealing with insurance companies – emphasise that you
will help with their insurance paperwork for them, freeing them of this burden
Some customers cannot be bothered to take action to fix their car glass
• Emphasize the consequences of not doing anything, e.g. „It‟s going to cost you more if the chip
develops into a crack‟
112. #1 “Customers do not know what to do
and need support and advice”
1. Emphasize the fact that you understand that their situation is stressful
2. Take advantage of this in copy terms, by stressing their urgency, the
need to have this resolved and that they are worrying about it.
“Damaged windscreen? Let’s get you back on the road in no time!”
“Worried about that chip becoming a crack? Book a repair online in 5 minutes or less”
“Urgent glass repair? We can get you booked in today. Free ringback service.”
“Let’s take away the worry of driving with a chip. Our repairs are lifetime guaranteed”
“Cracked windscreen? Worry less with a top quality replacement from Autoglass”
“If you’re off the road, let’s get your windscreen repaired fast, at any location round the UK”
113. #1 “Customers do not know what to do
and need support and advice”
1. Emphasize our expertise and leadership in vehicle glazing and that we
will help them get the best solution for their situation
2. Take advantage of this in copy terms, by emphasising call centre level of
training vs. average, our range of glass, our huge supply chain, value to
the consumer in innovation, cool stuff:
“Our staff train continually, just on glass. Call us on xxx so we can find the bit you need.”
“We stock over 17,815 kinds of windscreens. We’re sure to have yours covered.”
“We fit over x,000 windscreens a week. We know how to fit, clean up and recycle, 500 times a day”
“Online booking in 5 minutes. Point out the damage and we’ll call you back free – and yes, we work
with most insurers. ”
“No matter the size, type, tint or place on your car – we’re sure to have the glass you need as we
have over x,000 in stock, every day, within the UK.”
“We test over x,000 repairs a year – to make sure we only give you the best”
“We work with all the major insurers, as we do 100,000 repairs a year like yours”
“Find your Nearest Autoglass with GPS. Visit our mobile site to search”
“We even have support staff in our call centres. So you don’t have to go on hold”
114. #1 “Customers do not know what to do
and need support and advice”
Explain what they will need to do online and during the call-back so that
they know what the next steps will be
“Online booking, free ringback service, book online in as little as 5 minutes.”
“Calling from a mobile? Use our free ringback service or book online”
“Windscreen repair? Book online and let us find *your* glass, out of the 17,000 kinds our
customers ask us to stock.”
“Our online booking is fast but we always make a courtesy call to check you’re happy”
115. #2 “Customers do not feel confident
in assessing the damage”
Emphasize the fact that you will help them assess the damage correctly
online
“Damaged windscreen? Use our damage wizard to get you booked in fast.”
“Cracked windshield? Pick out the damage and get booked in easily and quickly”
“Job done. Get that pesky chip repair sorted and booked today.”
“Still putting it off? Let us worry about your repair by booking online”
“Phone us, get a free ringback or use our online booking. Our trained glass experts will talk
you through your options”
“Need a windscreen repair? Point out the damage online and we’ll have your appointment
booked today..”
116. #3 “Customers need to understand
the benefits of booking online”
Emphasize that the online booking system is quick, easy and provides all
the information they need in regards with their appointment and general
cost information
“5 minutes is all you need… Today you can get your appointment booked”
“Our online booking is simple, easy to use and doesn’t take forever to fill out. Get finished in
as little as 5 minutes.”
“Worried about windscreen repair? Our online guides, damage picker and helpful hints will
set you straight.”
“Repair or replace? Want to know your options? Try our damage checker or read our online
guides”
“Don’t worry. We take all your details and damage online and work with most major
insurers”
“We test our websites on 1,000s of customers a year, so you don’t have to. 5 minute
booking”
117. #4 “Customers mistrust insurers and find
dealing with their insurance situation very frustrating”
1. Show that you understand the hassle of dealing with insurance
companies – emphasise that you will help with their insurance
paperwork for them, freeing them of this burden
2. Where possible communicate the fact that the job is most likely to be
free for insured customers, or good value for money for cash
customers
“Windscreen chip repair? If you’re insured, it’s usually free.”
“Hate doing paperwork? We work with most insurers to do all that for you. Call us today on xxxx”
“Insurer approved. Most major insurers work with us, so you can book online direct, today.”
“Competitive quotes. For the glass you need, you’ll great service and the best price without
compromising on quality or guarantees.
“It may cost less than you think. We work with most insurers to get a quality windscreen fitted. ”
“Hate paperwork? So do we. Call us direct and we’ll work with most insurers to get your appointment
booked in today”.
“You pay nothing but your excess. We bill directly to most insurance companies so we can save you the
paperwork”
118. #5 “Some customers cannot be bothered
to take action to fix their car glass ”
Emphasize the consequences of not doing anything, e.g. ‘It’s going to cost
you more if the chip develops into a crack’
“Chip turning into a crack? Stop it today. Book online with Autoglass and get your slot
reserved today.”
“Chipped windscreen? It could cost more on your insurance to leave it for later”
“Chipped windscreen? Leaving it late could cost you more money or bonus”
“Cracked windscreen? Stop worrying today and get it replaced, at a convenient time for your
diary. Book online and get your slot booked today.”
“If your chip turns into a crack, it may trigger your insurance excess. Let’s take the worry
away by booking today. Autoglass.”
119. Summary
I’m stressed out – reassure me. Take the pain and worry away.
Make it safe – I’m worried it will fall in, crack or chop my head off – humour me.
Expertise – I don’t know how you’ll diagnose it. Looks unique to me, like a squiggle. I’m worried you’ll get
the wrong glass and it will all go wrong from there. How are you going to do this online? Are your people
trained or just call centres that can’t do anything and don’t know anything. How do I know all of this? Are
you going to help me or jerk me around?
Explain and Goal orient – Explain what’s going to happen – an outcome, a good thing, a contact, an
event, a saving of time, a safer car, a finished repair. Take them in a time machine to when it’s done.
Assess damage – How will you do this online? How do you work out where it is on my screen? What if
I’m not sure. Ooops – I think I chose the wrong option. I’m worried about picking these options – how are
you going to help me here? Is it really easy to use or complicated like lots of car stuff?
Contact and service – emphasise contact and service, particularly if you can quote KPIs
Benefits – What’s the value proposition here? What does the customer get? What’s the implied
emotional content of the message? What will it trigger in people who read it, in the context of the keyword
search they just made?
Online USP – Why not just phone you eh? Probably going to ask me the questions all over again. How
can I know that it will be fast, easy and painless? How do I trust you here not to make it hard and long
and boring.
Insurers – Often seen as the Cerberus dog by customers, will often call them for anything car related.
We need to emphasise we can do this direct. Strongest and best message is around avoiding paperwork.
Be careful about messages here that imply bad things about insurers (legal).
Free – Find ways to say free, nearly free, almost free. Free for most people. Find a way to say free –
because if you are broadly free for something, just say it. This works, the F word.
Hurry up – Some customers will coast, not getting anything done. Time to rock their world, at least in
terms of the video they play in their heads after you’ve written some good copy here.
120. Worldwide testing : Culture?
• If you operate internationally, use each country results to
inform or drive tests in other markets
• We don’t see cultural artefacts in testing – there isn’t a
‘German’ or ‘Dutch’ cultural response, unless the test itself
exposes this.
• We *do* see market, insurance, driver differences
• We *don’t* see huge variances in how techniques work
elsewhere – unless the browser model is different (e.g. Right
to left reading)
• That offers a great opportunity for international testing
• Don’t be afraid of ‘click here’ either
• Haz Clic Aqui, Klik Hier, Click here, Cliquez ici
• Key learnings – goal oriented keywords, simplicity, less words,
benefit driven, appeals to their mental model
121. Copy optimisation – short summary
• Think of the optimisation process as a scent trail
you’re laying
• Take away words, then more again.
• Use Front loaded, very plain – lower educational
level Language
• Persuasive, meaning laden, paints a picture with few
words
• Customer words, not corporate ‘drone speak’ or ‘our
language’
• Simplicity – less words, better chosen for meaning
• Ask how the customer interprets – not you
122. Copy optimisation – short summary
• Value proposition – where
is it? Is there one?
• Thinking about goal and
emotionally oriented
copy, not clicks
• Be honest, not woolly
• Stop using things that don’t
push customer buttons
(24/7 – for example)
• The emotional message –
the Tennis Meeting
example
124. Lowest
Cost per Lowest CPA
Highest Click Click Highest
Through Rate Conversion
Rate
125. #25 – Sharing the test results – the best way?
• Take a look at www.whichtestwon.com
• Aim for the same thing internally
• Get people to gamble on tests you’re running
• Have a sweepstake or bet on the results
• When the result is declared, talk lots about it
• Circulate the results and add to a database
• Use the old test results to train new people
• Put all your failures in there
• Write a short blog post about your tests
• Run this like a commercial blog or website
• Get people interested, involved and losing money!
• Even the best UX and CRO people only get 60+% right.
• Flip a coin, anyone?
126. #26 – Springing to the next test
• So you’ve completed your test and published the results
• Do you (a) Bask in glory at how great you are (b) Stop
testing (c) Wait a while or (d) Declare your work is done?
• Always aim to run the next test immediately after the
previous one, whilst the knowledge is fresh
• Operate a continual testing program on key pages
• Take all your results, insights and your brainstorming team
• Rework your hypotheses based on test results, new
data, insights or segmentation.
• Your mission is to drive another shift or turn a failure or
inconclusive test into a win
• DO NOT test in a vacuum – ALWAYS consider history
• If you tested subtleties or the result was small – be bolder!
127. #27 – How can I test *more* stuff than I do now?
• What are your constraints?
• Most common problem – Time to launch
• Second common problem – Not bold enough
• Third common problem – Test takes too long to finish
• All of these push down the key metric – number of tests
*completed* per month – not started
• Are you running multiple streams of testing?
• Are you working on new tests as current tests run?
• Is your vendor or IT department slowing things down?
• Lean Methodologies = cutting waste from the process
• Make sure you know where the delays and wastage are
• Find a way to interleave or run multiple test patterns
128. #28 – What’s the best kept secret in CRO?
• That 12.5% test you ran 3 months ago?
• Happy at the results? Still on your slide deck?
• The lift is probably not the same anymore
• If you retest, you’ll get a different result!
• Traffic, marketing, response and customers -> change
• My tip – leave 5-10% running on the old test
• Helps you prove the ROI continues
• However – don’t rely on payback from one test
• Run a continual program
• You’re only as good as your next test
• Shorter test run lengths are usually better – as they drive
shorter insight payback. MVT is still great for complex or
multiple variable monitoring
• Much more impressive to quote long term lifts
129. #29 – What is a good conversion rate?
• Higher than the one you had last month!
• Use benchmarking services (usually irrelevant)
• Use hitwise – to see competitor traffic and conversion
• Analyse competitor weaknesses with a CRO or funnel review.
• Continual improvement, test throughput and velocity of change will
make it rise every month
• Don’t trade on your test results – trade on the annual rise in
conversion. Try to beat your own conversion rate – as this is what
you have control over! Don’t assume your competition gets better
conversion.
• This is a long term game but most clients of mine get around 15-
40% improvement in core conversion within 3-6 months.
• Belron has compounded growth over 4 years of 66% higher core
conversion – growing the business hugely.
• I can tell you that their core conversion is > 8%. Does this help?
130. #30 – What are the key success factors?
• Number of tests completed a month
• Implementing changes directly, in batches (JFDI)
• Usability testing and customer input (better tests)
• The throughput of your IT team and test vendor
• The quality of your QA checking (wasted tests)
• Instrumenting for the split testing tool AND analytics
• Segmentation insights
• Learning from every test + embedding this in the team
• Being bold and brave – button colour test if you’re google!
• Declaring test results only when they are ready
• Running multiple fix/test/analyse/investigate – activity
streams
136. Make sure you use real,
authentic, smiling,
friendly, approachable
people.
Don’t use stock images
for testing or on your
site.
Low Q video and
images are also fine –
they reinforce
authenticity.
www.headsethotties.com www.awkwardstockphotos.com
139. Image Guidelines for Belron
Photo Guidelines
• Groups, vans, stores, corporate guff = • Female images work best in almost
NO every country – they slay the guys
• Single person – not groups or even
person + customer • Natural, authentic and not „model‟ or
• Open, Friendly, Natural, Smiling, Engag „stock‟ image types work best for
ed = YES people
• Uniform – has huge effect, even • Smile MUST involve the cheeks and
wearing branded ball cap improves eyes must crinkle! Take the smile test
conversion
here to see how good you are
• Look straight at viewer or slightly
towards CTA button – don‟t ignore the • Photo shoots and tests can be used to
visitor! drive advertising strategy
• Plain backgrounds only • Pre Test your TV advertising before
• No folded arms, arms on you shoot the video!
hips, pointing, hands behind
back, hanging useless by the • We get better images now, but we
side, clasped by groin, fiddling with keep working on the guidelines!
hands
• We once got a genital framing
• Arms with prop instead – hold a
clipboard, rag, tool – I‟m working for picture…
*you*
143. • Make sure you use
real, authentic, smiling, frien
dly, approachable people.
Real smiles work best so
make people laugh!
• Don’t use stock images for
testing or on your site.
• Where models or actors
eyes are looking affects
conversion. True for single
models and groups.
• Low Q video and images
are also fine – they can
reinforce authenticity.
Read this book : t.co/xYW6izLI8n and visit www.photoux.co.uk
Read everything by Susan Weinschenk (@TheBrainLady)
144. Evil CRO
• Optimisation can be used for evil!
• Either by accident (just stupid)
• Or by design, to trick people
wiki.darkpatterns.org/wiki/Home
150. So how do I become an Optimiser?
• It’s a state of mind, not just a course!
• You need to read lots, test loads and watch customers even more
• Ask someone to mentor you
• Go to conferences, events, find people online
• Don’t say “I think” – say “I’ll find out” or “I’ll test that”
• Volunteer for shit jobs and do them well
• Be the glue between people – volunteer for cross team work
• Fix bad things so your team loves you
• Always connect others with outcomes
• Hack your job to a better life
• Make yourself more valuable, not less
• Challenge fucking everything
• Be annoying and never give up!
151. Don’t give up!
• Start with the customer at the heart of everything
• It’s liberating!
• Use low budget solutions, cheap or free tools to get business cases
made or gain insight
• Money talks so even micro testing will illustrate ROI
• Invest in people who care about customers, as well as conversion
• Invest in analytics talent and instrumentation
• If you can make a 10% shift in a key metric (CTR, conversion), just
from smart thinking, then what would a team of 5 get you?
• If you want to hire people, ask me for advice!
152. HOMEWORK 1
• I’d like you to look at how unconscious action is part of your life every week.
• Several times a day, you’ll use a door. There are many different interfaces for
doors like handles, knobs, buttons, push plates, levers and more.
• We all go through every day using these things and don’t consciously think about
what we’re doing. You’ll use them at work, at home, when you travel, shop or use
the loo!
• There are several things you’ll spot if you keep a door diary for a few days. Let’s
give you 3 weeks to finish, to give you time to fit this in. Here is your work:
1. Explore.
See how many different types of door interface you can spot. Take pictures of
them and add notes on your phone or using an app. Take notes if you like with a
notepad and pencil. Photographs are especially useful for showing examples.
2. Patterns and Groups.
Do these door interfaces have a pattern? Do they fit into groups? What would
you call these groups?
153. HOMEWORK 2
3. The Furnishings. Take a look at the door furniture and signs:
• Is there any other stuff apart from the handle that you look at?
• What signs or stuff are plastered on the door?
• Are there any messages telling you stuff?
4. Error with door. What happens when it goes wrong?.
This is really hard to catch but if you keep trying for a week, you’ll spot a few. What happens when the door
interface goes wrong? You get it the wrong way, curse to yourself and then do something different. What do
you notice about when this happens?
5. What caused it?
What was it, when it all went wrong, that led you to ‘get the door wrong’ and have to try again. What went
wrong that didn’t happen with all the other doors? If you watch the door, does it happen to other people?
6. Summary
So keep a log if you can (scribbled notes, mobile phone app, photos) and look at the five things I’ve listed. There
might be more stuff than I’m hinting at so observe closely.
• How many different ‘kinds’ of door interface can you spot?
• Are there groups of them – similar kinds? What would you call these?
• Catch yourself when it goes wrong
• Watch other people when it goes wrong
• Why did it go wrong
154. Collecting the Evidence
Apps
• https://itunes.apple.com/au/app/this-is-note-calendar-+-
photoalbums/id403746123?mt=8
• https://itunes.apple.com/us/app/awesome-note-+to-do-
calendar/id320203391?mt=8
• http://www.blurb.com/mobile
Inbox or Stream based
• http://www.memonic.com/tour#web-clipper
• https://launch.unifiedinbox.com/
155. More reading. Slides and resources on slideshare.net
Email : sullivac@gmail.com
Twitter : @OptimiseOrDie
: linkd.in/pvrg14
Slideshare : slidesha.re/nlCDm6
157. Obligatory promo slide
@OptimiseOrDie
• Conversion Rate • Contact deflection and
Optimisation online self service
• A/B and Multi-variate • Site search analytics
testing • Site, Page and Campaign
• Cross channel optimisation optimisation
• User Centered Design • Test design and execution
• Usability testing • A long usable site
• Customer Research & Insight portfolio
• Web Analytics • ROI on UX improvements
• Browser and email • Over 19 years of really
compatibility boring meetings
Director of Optimisation, RUSH Hair
Optimiser for Hire
159. Level 1 Level 2 Level 3 Level 4 Level 5
Starter Level Early maturity Serious testing Core business value You rock, awesomely
Dedicated team Ninja Team
Local Heroes Small team Cross silo team
Culture Volume Testing in the
Chaotic Good Low hanging fruit Systematic tests
opportunities DNA
________________________________________________________________________
_____________________ _ Outline process
Process Ad Hoc Well developed Streamlined Company wide
________________________________________________________________________
_______________________+ Multi variate
Guessing
+Funnel
optimisation
+Cross channel
testing
+Spread tool use
Dynamic adaptive
Testing A/B testing Session replay Call tracking Integrated CRO targeting
focus Basic tools No segments Some segments and analytics Machine learning
Micro testing Segmentation Realtime
________________________________________________________________________
________________________Funnel analysis
Analytics Bounce rates +
Low converting
+ Funnel fixes + offline
integration
Multichannel
funnels
Big volume Forms analytics
focus landing pages & High loss pages Channel switches
Single channel Cross channel
picture synergy
________________________________________________________________________
________________________
Analytics +Regular usability + Customer sat
+ All channel view
testing/research +User Centered of customer
Insight Surveys
Prototyping
Design scores tied to UX
Driving offline
Contact Centre Rapid iterative
methods Low budget Session replay
Layered feedback
testing and
using online
usability
Mini product tests design All promotion
Onsite feedback driven by testing
_________________________________________________________________________
_______________________ Prove ROI
Mission Get buyin Scale the testing Mine value
Continual
improvement
Editor's Notes
“A piece of paper with your design mockup. A customer in a shop or bookstore. Their finger is their mouse, the paper their screen. Where would they click? Do they know what these labels mean? Do they see the major routes out of the page? Any barriers.Congratulations, you just got feedback on your design, before writing a single freaking line of code or asking your developers to keep changing stuff.”
“A piece of paper with your design mockup. A customer in a shop or bookstore. Their finger is their mouse, the paper their screen. Where would they click? Do they know what these labels mean? Do they see the major routes out of the page? Any barriers.Congratulations, you just got feedback on your design, before writing a single freaking line of code or asking your developers to keep changing stuff.”
Create a suck index = pageviews * load time.
Here I show you some examples of well known brands, some of whom should know better. The larger the size of the page, the longer it will take to download and render on the device, especially when you don’t have perfect data conditions. The numberof requests also makes a difference, as it’s inefficient on mobile to open lots of connections like this. In short, the smaller the pagesize and number of requests you can aim for, the better. I’m patient with bad data connections but do people have the tolerance for 10-15 seconds on mobile? No – it has to happen much faster.
These are the results of a live test on a site, where an artificial delay is introduced in the performance testing. I’ve done some testing like this myself on desktop and mobile sites and confirm this is true – you’re increasing bounce rate, decreasing conversion, site engagement…It doesn’t matter what metric you use, performance equals MONEY or if not measured, a HUGE LOSS.
Performance also harms the lifeblood of e-commerce and revenue generating websites – repeat visitors! The gap here in one second of delay is enormous over time. You’re basically sucking a huge portion of potential business out of your site, with every additional bit of waiting time you add.
Add unique phone numbers to all your mobile sites and apps. That’s for starters.Then configure your analytics to collect data when people Click or Tap to make a phone call.Make sure you add other events like ringbacks, email, chat – any web forms or lead gen activity too.
So what does this graph say? That I have a long tail thing I want to talk to you about?No – this shows how much the ratio of phone to online conversion we have, by keyword.Some keywords generate nearly 25 times the call volume of others, which is a huge differential.This means that if you thought you got ‘roughly’ the same proportion of phone calls for different marketing activity, you are wrong.What this graph tells me is that the last 2 years of my stats are basically a big dog poo.
Add unique phone numbers to all your mobile sites and apps. That’s for starters.Then configure your analytics to collect data when people Click or Tap to make a phone call.Make sure you add other events like ringbacks, email, chat – any web forms or lead gen activity too.
Add unique phone numbers to all your mobile sites and apps. That’s for starters.Then configure your analytics to collect data when people Click or Tap to make a phone call.Make sure you add other events like ringbacks, email, chat – any web forms or lead gen activity too.
Phone tracking costs you nothing – you can add it in a few minutes to your app or mobile website, by changing your analytics tracking.Now you can see exactly which bits of inbound marketing are driving telephone and other contact channelsIf you have any sort of phone component in your service or support, the insight could be vitalYou can take traffic by keyword, source, campaign or advert creative and work out the TRUE mix of conversion activityAnd all this is also available on Desktop too – by using dynamic numbers, we can track exactly the same stuff.Talk to this company : www.infinity-tracking.com
So what does this graph say? That I have a long tail thing I want to talk to you about?No – this shows how much the ratio of phone to online conversion we have, by keyword.Some keywords generate nearly 25 times the call volume of others, which is a huge differential.This means that if you thought you got ‘roughly’ the same proportion of phone calls for different marketing activity, you are wrong.What this graph tells me is that the last 2 years of my stats are basically a big dog poo.
“A piece of paper with your design mockup. A customer in a shop or bookstore. Their finger is their mouse, the paper their screen. Where would they click? Do they know what these labels mean? Do they see the major routes out of the page? Any barriers.Congratulations, you just got feedback on your design, before writing a single freaking line of code or asking your developers to keep changing stuff.”