Behaviourally Effective Websites Part 3: Creating a Pathway
Category: Blog & News
The hard part is over…kind of.
You’ve successfully used those precious seconds from the time someone lands on your site to Establish Confidence and Communicate Your Value. That means they are interested enough to stick around. So now that you have them, what are you going to do with them? Part 3 of building a behaviourally effective website is Creating a Pathway, so let’s look at how.
Stop touting at me
Click here! No, click here! Over here, buy now! Ignore them, click here!
If most websites could talk it would sound a bit like walking down Lygon Street in Melbourne where all the restaurateurs tout for your custom by waving their arms and yelling out their specials.
In website-land the equivalent is creating multiple competing pathways for your visitor to take and making them choose. Homepages with 4, 6, 16 different Calls to Action (CTAs), social media buttons taking prime real-estate ‘above the fold’ and shopping-cart pages that distract the customer with newsletter sign-ups right at the point they should be focused on completing the payment are all symptoms of your website’s pathway being broken. And when it’s broken you are leaking money.
Pathway to purchase
No doubt you’ve heard of path to purchase - the steps people take from researching their needs to finally buying the product/service. The trick is that knowing about the pathway is one thing, designing one for your business, and more specifically your website is another.
For every point at which you are asking your visitor to take an action (read more, click here, subscribe, download, buy), you must have already answered;
- Where is this leading for the visitor and
- Where is this leading for you?
Creating a Pathway For the visitor
For the visitor the experience on your site needs to follow a logical progression. Don’t ask me to buy from you before you’ve introduced yourself (Established Confidence), convinced me that you know about my problem (Communicated Value) and provided the information I need at the level and sequence that makes sense for me (Creating a Pathway).
Likewise when I’m at the checkout ready to buy, don’t tell me about irrelevant services or worse, make it difficult to pay (eg insist on registering rather than allow me to buy as a guest).
Creating a Pathway For You
For you, the discipline is in knowing how each touch point with a customer ultimately leads to a sale. If you have a newsletter, what role is it playing in building towards the reader wanting to do business with you? If you want people to leave your site to visit your Facebook page, how will you loop them back to be closer to doing business with you?
I know this all sounds pretty simple, so why are there so many websites that look like the following examples?
Figure 1 Where should I go?
Figure 2 At least 7 competing paths to follow
Why websites fall into these traps
Websites screw up their purchase pathways for two reasons;
- Greed - trying to sell everything to everyone and
- Anxiety - being scared that if you don’t provide everything at once then the visitor will not stick around.
Both these reasons stem from a lack of confidence in your offer. As businesses we get terrified that if we don’t have our phone number on the home page then the person who wants to contact us won’t bother. Seriously? If you’ve convinced people of your value let me assure you that they will take the time to click on your “Contact Us” tab. In the meantime, by reducing the amount of content you are asking them to process on the home page (like removing superfluous and distracting CTAs, phone numbers and social media buttons) you are actually able to more clearly and calmly communicate your value. Have the discipline to hold back on anything that does not take you closer to the sale.
There’s plenty more on how to Create a Pathway, including how it differs depending on your type of business in my guide “5 Essentials to an Effective Website” which is available from this very website (simply sign-up to my fortnightly newsletter and you'll receive instant access). If you are interested in who does a pathway well, check out www.mailchimp.com for how to upgrade users from free to paid and www.amazon.com and www.pinterest.com for how to ‘on-board’ customers by taking them through a process of customisation.
In Part 4 "Asking for Action" you can read about how to ask for action at the right time and in the right way.
P.S. Why wait? Jump the queue and find out how I can fix your website. Read more here.