Hayden Library - QH456.H55 2019

Hayden Library - QH438.7.C656 2017

Hayden Library - QH506.B57 2020

Hayden Library - QH447.G4666 2018

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Hayden Library - QH205.2.M47 2019

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Dewey Library - QH331.F35 2019

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Dewey Library - QH438.4.S73 B53 2019

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Dewey Library - QH305.C29 2019

Across several presentations at Google Conversions in Dublin, several speakers shared insights and best practices for conversion rate optimization. Here's a few highlights:

Confirmation Bias - Michael Aagaard

• In the 18th century, tobacco smoke was considered very good for your heart and lungs. In particular tobacco enemas were quite popular so much that they were placed along the banks of the river Thames to help drowning victims. This is an example of confirmation bias at work.
• Confirmation biases is our tendency to accept evidence we agree with at face value and dismiss information we don't agree with unless the evidence is overwhelming. Confirmation biases limits our ability to seek out and uncover the truth.
• Torturing data: if you torture any data long enough it will confess to anything. High levels of correlation between things don't imply causation. We have to be careful to not see what we want in data.
• Stopping A/B tests when they show the impact we want is an example of confirmation bias. Instead, let them run for an appropriate amount of time. Over time, tests are likely to show much less effects.
• How to overcome confirmation bias: accept the fact that you could be wrong, seek out a different perspective. Find people who talk to customers/users. They have a bias toward end users.
• Don't test your ideas, do detective work to find out what customers need and how they talk about it. Then your A/B test is simply the final test at the end to see if you did your detective work well.

CRO - Lina Hansson

• Celebrate the discovery of weak spots. Don't take it as failure but instead be happy when you find something that can be improved.
• The biggest missed opportunity in conversion rate optimization is usability testing. Move away from opinions and instead use user testing to identify issues.
• A common pain point across retail sites is find-ability: both search and browse. When we move to mobile, many sites remove their top categories list in order to fit on smaller screens. This creates discoverability issues. One of the first things retail sites should test is adding categories visibly on their home page.
• Value propositions for companies are usually cut for mobile. Instead of removing them, redesign them to make them work on mobile.
• People can be classified into four behavior types. Methodical people read completely and analyze before making decisions. Humanistic people react strongly to the opinions of others. Competitive people move quickly and expect things to work. Spontaneous people are emotional and fast-paced. You can design experiences that are appropriate for each of these behavior types.
• The companies that solve checkout on mobile are the ones that will win.

Meaningful Data - Simo Ahava

• It's quite simple to get a service like Google Analytics set up but how do we use these tools to really understand what we're doing. How can data become meaningful?
• Tactics (tool expertise) without a strategy (business expertise) are just party tricks and a strategy without tactics is just talk. What brings the two together is agility.
• Tools must be customized for your organization's needs. We are not trying to optimize metrics but our businesses. Default metrics and reports need to be adjusted to work with your specific needs.

Landing Pages - Anna Potanin

• Designers want to do their best and create unique interfaces but making things for the Web often requires understanding and using conventions. Only apply a unique visual design after you have followed best practices.
• 3 things all retail sites should have on their landing and home pages: call to action, value propositions, and visuals.
• The more prominent you make your search bar, the more searches you get. Why do you want to do this? Conversion rates are usually much higher for people who search

In his Beyond Engagement: the Content Performance Quotient presentation at An Event Apart in Chicago, Jeffrey Zeldman introduced a new metric for tracking how well Web sites are performing. Here's my notes from his talk:

• The number one stakeholder request for Web sites is engagement: we need people using our services more. But is it the right metric for all these situations?
• For some apps, engagement is clearly the right thing to measure. Think Instagram, long-form articles, or gaming sites. For others, more time spent might be a sign of customer frustration.
• Most of the Web sites we work on are like customer service desks where we want to give people what they need and get them on their way. For these experiences, speed of usefulness should matter more than engagement.
• Content Performance Quotient (Design CPQ) is a measure of how quickly we can get the right content to solve the customer's problem. The CPQ is a goal to iterate against and aim for the shortest distance between problem & solution. It tracks your value to the customer by measuring the speed of usefulness.
• Pretty garbage: when a Web site looks good but doesn't help anyone. Garbage in a delightfully responsive grid is still garbage. A lot of a Web designer's job is bridging the gap between what clients say they need and what their customers actually need.
• Marlboro's advertising company (in the 50s) rethought TV commercials by removing all the copy and focusing on conveying emotions. They went from commercials typically full of text to just ten words focused on their message.
• Mobile is a great forcing function to re-evaluate our content. Because you can't fit everything on a small screen, you need to make decisions about what matters most.
• Slash your architecture and shrink your content. Ask: "why do we need this?" Compare all your content to the goals you've established. Design should be intentional. Have purpose-driven design and purpose-driven content. If your design isn't going somewhere, it is going nowhere.
• We can't always have meetings where everybody wins. We need to argue for the customer and that means not everyone in our meetings will get what they want. Purpose needs to drive our collaborations not individual agendas, which usually leak into our Web site designs.
• It’s easy to give every stakeholder what they want. We've enabled this through Content Management Systems (CMS) that allow everyone to publish to the site. Don't take the easy way out. It’s harder to do the right thing. Harder for us, but better for the customer & bottom line.
• Understanding the customer journey allows us to put the right content in the right place. Start with the most important interaction and build out from there. Focus on key interactions and build out from there. Sometimes the right place for your content isn't your Website -for video it could be YouTube or Vimeo.
• Customers come to our sites with a purpose. Anything that gets in the way of that is a distraction. Constantly iterate on content to remove the cruft and surface what's needed. You can start with a content inventory to audit what is in your site, but most of this content is probably out of date and irrelevant. So being in a state of constant iteration works better.
• When you want people to go deeper and engage, to slow down... scannability, which is good for transactions, can be bad for thoughtful content. Instead slow people down with bigger type, better typographic hierarchy, more whitespace.
• Which sites should be slow? If the site is delivering content for the good of the general public, the presentation should enable slow, careful reading. If it’s designed to promote our business or help a customer get an answer to her question, it must be designed for speed of relevancy.

In her PWAs, Payment Experiences and More presentation at Google Conversions 2018 in Dublin Ireland, Jenny Gove talked through the new capabilities available on the Web to build fast and engaging products. Here's my notes from her talk:

• The Web was built for desktop devices, not mobile. Native apps, in contrast, were built from the ground up for mobile. So it's no surprise that Web sites are still catching up in terms of experience. While there are great mobile Web experiences, most have a lot of work to do.
• To help incentivize people to improve mobile Web experiences, Google added the "mobile-friendly" label to search results. When 85% of results in mobile search met this criteria, the label was removed.
• Progressive Web apps bring richer experiences to the Web through a set of technologies that enable fast, installable, reliable, and engaging. They're the next step in making great Web experiences.
• Speed is critical for mobile Web sites but it takes a mobile Web page a median time of 9.3 seconds to load on 3G. Pinterest reduced their time for interactive from 23 seconds to 5.6 seconds with their PWA. This resulted in a 60% increase in engagement and a 2-3% improvement over their native app.
• You can improve speed with technical changes and design (to manage perception). Lighthouse is a tool from Google that shows time to meaningful paint and other relevant metrics for improving technical performance. You can manage user perception of speed using skeletong screens and gradual loading of content.
• PWAs allow you to add mobile Web pages to your phone's home screens. On Android these apps show up in app switchers and setting screens.
• Service workers in PWAs enable reliable experiences when there is no network or slow and intermittent network connections. Even in developed markets, slow network conditions often exist. Service workers are now available in all major Web browsers.
• PWAs make use of Web technologies at the right time and place like app permissions, push notifications, payment request APIs, and better form interactions (autocomplete, input types, etc.)
• 42% of top sites in Europe don't show the appropriate keyboard for specific input types. 27% of the top site in Europe didn't identify which form fields are optional.
• Google Search uses a PWA to enable offline queries and send results when people are back online using notifications. With a PWA they were able to use 50% fewer external JavaScript requests.
• In the Starbucks PWA, daily & monthly active users have nearly doubled (compared ot the previous Web experience) and orders placed in the PWA are growing by more than 12% week over week.
• While mobile has really driven PWA requirements, desktop devices also benefit from PWA app switching and integration. Service workers, push notifications, and other new Web technologies work on desktop as well.
• It's possible to run PWAs on the desktop in app windows which can be themed. These apps need to use responsive design to adapt from small sized windows to full-sized screens.
• What's next for PWAs? Support for Windows, macOS and Linux, Keyboard Shortcuts, Badging the launch icon, and Link capturing.
• Watch the full video of Jenny's: PWAs, Payment Experiences and More talk

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