One of the unwritten laws governing UX’s world is that designers have to borrow insights from the established field of psychology during their creative process. 

An understanding of the principles of human 

behavior,  aspirations,  and motivations 

are instrumental in making users perform the actions they are expected to. 

When we talk about simplicity for novel vs. routine tasks, we’re actually referring to the paradox of human behavior in web design. 

Users are accustomed to specific routines – behaviors on a website that they don’t need to think twice about. The novel task, on the other hand, requires a deeper consideration …

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Our client creates dance videos that people can pay one time for unlimited access. Customers typically “gifted” this product to their significant other during holidays, birthdays, or other special occasions.

Our client had a predicament during the February Valentine’s frenzy.

The majority of the site traffic was coming through Facebook at a decent clickthrough. However, conversions were a dismal 0.5%.

So, to increase the landing page conversion rate – I looked at ads and landing pages for companies during Valentine’s day.

Let’s take a look at some of the lessons I learned.

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There is no such thing as an impulse purchase. 

Just because something is “inexpensive” doesn’t mean it’s an impulse decision. 

Just because someone tends to purchase suddenly doesn’t mean they are making those decisions impulsively. 

They’ve gone through a purchase journey – may be faster than others, but they have. 

This customer thought that his purchase decision was on impulse – digging deeper, he was ready to make this decision more than anyone else. 

After speaking to hundreds of customers, I’ve become well versed in understanding how to root out the causality that led to a purchase. It’s …

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Quick questions: Do you know who your most loyal customers are? And do you have a crystal clear idea about how your conversions are taking place? 

As a marketer, you want to increase your conversion rate.

But in order to do so, you must understand your audience better and track your conversion.  

The good news is you can accomplish both by looking at the Google Analytics dashboard. Google Analytics offers two reports: (1) Multi-channel function (MCF) and (2) Recency and Frequency. With these two you can see your whole conversion path,  interactions between channels, and the visiting behaviors of your …

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We did a soft launch for FigPii in late January of this year. But we had a problem!

Background: Our conversion optimization clients tend to be on the large side. The cost of the experimentation software for these clients is expensive. In 2013, we built FigPii, an internal platform to help clients conduct split testing, heatmaps, video recording, and online polling. The platform is available as part of our consulting work. 

FigPii was internal for many years, but more and more clients were suggesting that we need to make it available to the public. 

Fast forward to 1/22/2020 – FigPii …

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One major trait that defines top-notch customer service is understanding consumer behavior –the study of individuals, groups, or organizations and all the activities associated with the purchase, use, and disposal of goods and services, including the consumer’s emotional, mental and behavioral responses that precede or follow these activities.

Creating a product that customers cherish is not an easy thing to do, especially if you don’t know what drives their buying behavior.

Before you come up with a product or service, it’s really helpful to tap into the world of consumer psychology and borrow insights from there. This is important because …

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Whether you know it or not, you’ve probably exchanged messages with a bot at some point. 

In fact, we all have. 

These days, chatbots are almost everywhere and they have become a common feature on every eCommerce, Lead generation, and SaaS website. 

Chatbots have been heralded as the next big thing in tech, since 2016. And as such, they have headlined many international conferences. 

Depending on how you have been using them, chatbots have definitely been a smash hit in the last couple of years. This is probably the reason why 80% of businesses will be using chatbots to service …

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Quick question: On your eCommerce list of daily priorities that should never be ignored, where do you rank your customer service or customer support? 

Does it come first? Or second? Or maybe it’s not even on the list of priorities?  

I know that it’s easy to think of eCommerce customer service and customer support as just another basic logistical process in your company and it might seem like a waste to invest money in your customer service and support team. 

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