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Navigation Part 3: Dynamic or static navigation

by on 24. Jul, 2008 in Information Architecture, Usability

For all of you who are not sure what the difference is, let me explain briefly:

A static navigation is always visible and when you click on the first level navigation the items of the second level navigation appear and stay visible.

A dynamic navigation only appears when you hover over it with the mouse and then disappears again.

There are also combinations of the two on the market.

Static navigation:
The advantage is that after the user has clicked on the first level entry all the second level entries stay visible and the user has always the overview of all the other navigation points in that category. So if you assume that your users wish to browse within that category it is advisable that you give the user the overview.

Usability static navigation

Dynamic navigation:
The dynamic navigation has the benefit that you have not to give up any screen real estate for placing the navigation so you can full the entire website with content. As long as only one drop down opens it is usually easy to navigate. The user can also “preview” the content of all subnavigation items without clicking on them which can be very convenient. However, as soon as you have several sublevel menus it becomes more difficult to control the navigation with the mouse.

Usability dynamic navigation

Combination of dynamic and static navigation:
An excellent example for a combination of the two is the website of John Lewis. The drop down navigation is even grouped in categories and after the user has chosen an item a static left hand navigation menu appears with further details.

Usability dynamic and static navigation
Read the entire series:
Part 1: How to structure content?
Part 2: How many navigation points?
Part 3: Dynamic or static navigation
Part 4: Navigation and the customer life cycle
Part 5: Global navigation

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Navigation Part 2: How many navigation points?

by on 08. Jul, 2008 in Branding

It is very pleasing to hear in many concept workshops – “A maximum of 7 navigation items, correct?”
This truly shows that core elements of usability have made the round and that people are familiar with them.

However, real life is not always that easy. Let’s look at some issues:

The seven point rule:
It is true and has been psychologically proven that the human brain best can recall 7 items and that the brain capacity after that becomes lower. This is certainly true for example shopping lists. However, from this also the rule: No more than 7 navigation items has been deducted.

Is it applicable? Yes and no.

It certainly makes sense to try to reduce navigational points and keep the navigational structure precise and clear.

However, what are some exceptions?

# Familiarity with a different structure in the “real world”:

For example news sites: Users are familiar with the categories of their daily newspaper such as news, entertainment, sports, weather etc. There it is advisable to retain the structure readers are familiar with.

usability_navigation_1.jpg

# Simply too much content

Sometimes it also can help to add an additional top level item to avoid that the site will have too many navigational hierarchies.

# Linking to sub-sites

For example yahoo links to many sub-sites from its main portal and offers a link to view all other categories. This is another way to structure a huge amount many companies are following: Showing the main entries to everybody and adding an additional link to view all navigation items.

usability_navigation_2.jpg

 

usability_navigation_3.jpg

 

Read the entire series:
Part 1: How to structure content?
Part 3: Dynamic or static navigation
Part 4: Navigation and the customer life cycle
Part 5: Global navigation

 

 

 

 

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Usability and e-commerce Part 6: Shopping basket

by on 02. May, 2008 in Usability

Access to the shopping basket
The shopping basket link or summary should show at least the current sum of products bought. Ideally the customer can see the number of items, product name, price, additional costs such as VAT or shipping/handling fees. Some companies even show the delivery time.

Shopping Basket linkusability_shopping_basket_3.jpg

The shopping basket page
Ideally a thumbnail picture of the product is displayed and a short product description, which are both linked back to the product page. (This is helpful, in case the customer comes back at a later point in time and wants to easily review his order). The page needs to summarize:

  • The cost per product
  • The VAT per product
  • The shipping/handling fee
  • The total payable fee

The user also needs to be informed of shipping time and links to warranty and exchange policy need to be available.
usability, shopping basket
The customer also needs to be able to delete a product or change the number of products.

Also make sure that the customer has both options: to continue shopping and to check out. This is missing in the Tchibo examle.

This was the last part of our 6 part Usability and e-commerce series.

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Usability and e-commerce Part 5: Check out process

by on 30. Apr, 2008 in Usability

The worst that can happen to you is to lose your customer during the check-out process.
How to avoid the most serious obstacles:

  1. Availability
    Inform the client before the check out process that an item is currently not available. There is nothing worse than filling in several forms and being informed in the last minute, that you currently can not purchase the product. Show the availability status on every product page.
  2. Payment methods
    Offer several payment methods such as PayPal, Visa and MasterCard. This increases your chance that the client will continue the check out process. Inform him that the data is transmitted secured. In case you have received a “Trusted Shop” certificate, display it prominently. It increases trust.
  3. Back Button
    You just quickly wanted to go back one step to check one entry field and then all your previously entered data was gone. Make sure that the customer always can go back and forth without loosing any entered data. It is tedious enough to type in your card number once.
  4. Credit Card rejection
    Imagine your credit card is rejected. That is always a very unpleasant moment. Tell the client with a friendly easy to understand error. Inform him of what might have gone wrong:
    - The address needs to be the same as on the credit card.
    - The name needs to be the same as on the credit card.
    - What is the CVC Code and where can he find it.
    - Could it be that there is a daily limit on the card? (in case you are selling expensive items)
    - How can he reach the hotline in case it still does not work.
  5. Forced registration
    Don`t force your customer to register in order to simply buy something. To remember his contact and financial data is an extra service you can offer and the return client can benefit from. However, many customers might not be return customers and some simply hate to have to recall login data or to have their data saved and accessible online.
  6. Cross selling
    Cross selling is great, we all agree. However, don’t be too pushy during the check out process. Customers might either get confused or really turned off. Do your cross selling when show casing your other products or after the check out.
  7. Hidden costs
    Honesty always pays off. Show your customer as early as possible fees for shipping, taxes, handling fees and so on. Nobody likes unpleasant surprises at the very last minute.

Check out the entire series:
Part 1) Navigation and homepage
Part 2) Product overview
Part 3) Product detail page
Part 4) Search
Part 5) Check out process

To come:
Part 6) The shopping basket

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Usability and e-commerce Part 1: Navigation and Homepage

by on 01. Apr, 2008 in Usability

The real shop

Imagine you are in a convenience store such as Sainbury’s and you are looking for batteries. Where do you start to look for them? Kitchen supplies, the area where the stationary is, where could they be? Where the garbage bags are? You might walk around for a while and then ask a sales person for assistance.

Now online

Image the same scenario online. You click here, you click there. However, there is no sales person that can help and the competitor’s site is just one click away. That is why especially for e-commerce sites good usability is so crucial.

Usability E-Commerce

The above study shows, that a bad online shopping experience does not only mean that you have lost this one sale. The customer is also rather likely not to buy from you at all.

You suffer from:

  1. Lost sales,
  2. a weakend reputation and
  3. it harms the perception of your overall brand.

Some common issues on e-commerce sites are:

Navigation and start page

You need to consider that you have to types of people visiting your online shop:

  1. The ones who already exactly know what they want. They need to be guided directly to the product they are looking for. Structuring and clustering of the shop items in a clearly visible navigation bar is essential for them.
  2. The others are the users who just want to browse your site or inform themselves. They might be looking for the special offer, new products or seasional trends. Visual teasers and images usually guide those the best.

Give the visitors also a chance to concentrate on your main items. Cluttered sites are likely to overwhelm the user. In an online shop users prefer structure and visual guidance and do not want to feel like being on a flea market.

Creating the right structure

  1. Competitors’ analysis: Do you know what they are doing?
    Your users are very likely to also use other e-commerce sites. Over the last years, patterns of structuring, organising and labelling content have evolved. Your users have learned those patterns. Therefore we recommend not to re-event the wheel and to stick to conventions. The best way to find those patterns and conventions is a competitors’ analysis. In addition, a regular competitors’ analysis gives insight in new trends and strategies. You can only become the benchmark by knowing what your are up against.A competitors’ analysis can be done at any stage of the project. We recommend to perform it in regular intervals. Depending on the market every 1-3 months to at least once a year.
  2. Card sorting: How would your clients structure the content?
    One basic method is card sorting. Card sorting is used to develop the structure of Web sites. How does it work?
    Product categories or product names are written down on individual cards. Then (potential) users of the site are asked to structure the cards into groups or to sort them into predefined metacategories.

    • Structure: This gives valuable insight into how your customers would structure the content and therefore where they would be looking for the information when navigating through your site. This aids to define the ideal placement of individual products and how to create useful product categories. Recall the example with the matches from the beginning? Where would customers look for them the most likely?
    • Wording: Though it is not always the wrong structure that misleads customers. Equally important is to find the right wording for the individual categories and navigation items.

In the next entries the following topics will be covered:

Part 2) Product overview

Part 3) Product presentation

Part 4) Search

Part 5) Check out process

Part 6) The shopping basket

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