We’re thrilled to announce that CRO expert Karl Gilis will be speaking at YoastCon on November 2! Karl Gilis from AGConsult is one of the most influential usability and conversion optimization specialists in the world, and our personal go-to-guy if we need advice on these matters for Yoast.com. We’ve asked him 5 questions, or actually 6, to warm you up for his talk on YoastCon. Read on if you want to find out which trends annoy Karl the most and what the most unexpected improvement was he ever saw on a website.
AGConsult is specialized in optimizing website conversion and usability. If you could give people only one advice to improve their site’s conversion, what would it be?
That’s a very easy question to start with :-) No, it’s an incredible difficult one. On a more generic level I would say: listen to your clients and visitors.
- What words are they using?
- What questions do they have?
- What do they really like about your product or service?
- How did it help to make their life better / easier / …?
Use these insights to rewrite your copy. Because your copy is probably written from your point of view: you talk about what you think is important. Don’t do that. Focus on what your clients think and say. Use their words. Don’t sell the way you want to sell, sell the way people want to buy.
If you want a more practical hands-on tip, I would say: get rid of all the clutter. Print a typical and important page from your website, such as a product detail page or your order form. Take a red marker and draw a big red cross on all the things that you make you wonder ‘Why is that here, isn’t this a distraction from my main message’? Remove all those things.
Less clutter will result in:
- Faster loading times, especially when you have lots of fluffy stuff or stock photos that don’t add to your message.
- A cleaner look. And yes: the less elements you have, the clearer your message will be. A great example of this is the top part of the homepage of Airbnb, especially now they finally removed the sliders and the video background.
- More room to add things that will result in more sales. Things like social proof or a sense of urgency.
Scientific evidence is what drives you. Do you have an example where your research wiped the floor with design trends and hypes?
Don’t get me started about design trends and hypes. Most of them don’t increase sales or conversions. They only help design agencies and designers make more money. When a design change is not driven by a business or user need, it’s a big gamble to change something.
- Sliders with different messages
They’re part of almost every theme for WordPress and other platforms, because they’re fun to make and beautiful to look at. But they don’t convert. Your website is not a piece of art. It’s a tool. A sales tool. When we removed the slider on the Suzuki homepage and showed 2 static images instead, this resulted in 55% more clicks in the same screen real estate.
- Flat design and ghost buttons
A few years ago designers decided that buttons shouldn’t look like buttons anymore. They introduced so-called ghost buttons. Where a button is just a square line around some words. So it’s more inline with the design and it doesn’t attract attention. Excuse me: your call-to-action should attract attention. That’s what it’s there for! What we’ve seen is when a site went from a normal button to a ghost button, the number of clicks on non-clickable elements increased with 600%. Because users had no clue where to click.
- Video background
They’re the new Flash and the new sliders rolled into one. So please avoid them. A moving background is always a distraction from your message. And visitors should focus on your message. We’ve done several tests where we replaced a video-background with a static background and saw an uplift. It’s no coincidence even AirBnB ditched their video background for -euhm- nothing. Yep, there’s nothing wrong with a white background.
As a consultant you must have seen changes on dozens of websites over the years. What was the most unexpected improvement that you’ve ever seen happen on a website?
Another difficult one. What probably surprises me the most is that I’m still often surprised. That’s the most important thing I’ve learned thanks to AB-testing. There are always exceptions to the rules and guidelines. Don’t get me wrong: there are best practices. But they do not always work on every website.
When you’re asking for a specific case, I think of the shopping cart of an online shop selling watches and sunglasses. We took away all friction, made delivery time and shipping costs extra clear and everything that is in the classical usability book. But the results were still disappointing.
Then we added the message ‘You’ve made an excellent choice’. And whoppa: sales went up by a huge margin. Why? Because we supported the user in his choice. We took away their biggest fear: will this watch or sunglass suit me? So, don’t only focus on taking away the imperfections of your site. Give compliments too!
Your specialization is conversion and usability, ours is SEO. Do you feel these two are interconnected, or would you rather see them as two separate areas?
They are interconnected. And more people need to realize that. On a generic level this is pretty obvious. When you attract lots of people to your site but they don’t do anything (buy, subscribe, …), you’ll be out of business soon. When you have a website that converts like crazy but you don’t have any visitors, you have a problem too.
But also on a deeper level SEO and Conversion Rate Optimization (CRO) are very connected. When we do AB-tests the big changes almost always come from changes in words. And I’m not talking about random changes, but using the right words that tickle the human brain. As I said earlier: if you use the same words as your clients, they’ll have the feeling you understand them. When you relate to their problems, dreams and hopes, they will more likely convert than when you use corporate lingo and only talk about features. And I guess your readers know that those things are also important for SEO. Use the same word as your audience.
In all these years I’ve never had big conflicts with good SEO specialists. I only have fights with black hat SEO people or those who use the old tricks that don’t work anymore (keyword stuffing, anyone?). Never forget: you’re optimizing for people. Not only for Google. And not for the sake of usability as such either. You’re optimizing your website for your audience.
Failure is an important part of finding out how to make things work in the best possible way. What’s the most important lesson you’ve learned while working for any of the big brands you’ve worked for?
Most big brands are afraid of failure. They don’t want to take risks. But that means you’ll reach a status quo. You have to take calculated risks. Based on user research and past experience you identify the weak points of site of page. And then you start making changes.
Small changes will mostly result in small results. Big, bold changes will result in big changes. Hopefully an uplift, but sometimes a drop in sales. But that’s why you test. And you learn something from those failures. What we often see is that our 2nd or 3rd test after a big failure, results in a big winner. And if you implement that winner, the gains of that will be so much bigger than that temporarily loss in sales or leads during the test. Big (and smaller) brands who understand this, will often choose to test more. And the more you test, the more you learn, and the more winners you’ll have.
Conversion optimization is not a project. Not something you do once. It’s a continuous process. And when you keep doing it, it will result in big wins. Just as it is with SEO. Rome wasn’t built in a day.
We assume this interview has convinced people to go see your talk at YoastCon on November 2! In the unlikely case someone is still in doubt, what’s the main reason they shouldn’t miss your talk?
Who am I to answer why people need to see me? If you insist, I think there are 3 reasons:
· My talk will be full of practical hands-on tips. Little tricks you can apply yourself and will result in more sales and conversions.
· There’s also a more strategic layer that focuses on techniques and methods that you can also apply yourself.
· You will laugh a lot. People call me the conversion comedian and I do my best to put a smile on everybody’s face.