POP QUIZ!

When you think about optimizing your website to increase conversions, what are some of the first things that come to mind?

Like Ott had mentioned in the Mastering The Call To Action article, a study of Visual Website Optimizer’s customers shows most people are testing:

  • CTA Buttons – 30%
  • Headlines – 20%
  • Layout – 10%
  • Copy – 8%

But what if this obsession over headlines and CTA buttons is misplaced?

What if tweaking the small stuff, like the tiny bit of copy next to the credit card field or the wording of a specific link could transform your hesitant visitors into confident leads & buyers?

As Peep stated in the “How To Design an eCommerce Checkout Flow That Converts” article:

Portrait of Peep Laja“An eCommerce site that I analyzed recently had a payment page where 84.71% of the traffic proceeded to buy. I calculated that if we can increase that to 90%, that would result in 461 more orders and additional $87,175/month. That would be 23.94% growth in revenue. So yes – “small” gains here can be very big.”

It’s like when Joshua Porter noticed he was getting a ton of form errors on the “enter billing information” page, he added a tiny bit of copy to remind users to enter the billing address associated with their credit card, and noticed the errors went away, “thus saving support time and increasing revenue on the improved conversion”

Form Microcopy

Or when Veeam noticed through their on page survey, that many visitors were asking for a price – which they couldn’t display due to partner agreements – so they tested changing the phrase from “request a quote” to “request pricing” and saw a massive 161.66% increase in clicks to their lead gen form.

Control:

veeam-control-use

Variant:

veeam-variation-use

Microcopy – those little words and phrases that enhance the experience, add personality & most importantly have the ability to reduce friction and get people taking action.

You see, microcopy is practically everywhere, and in many scenarios, might influence a user’s decisions more than the big headline or body copy, simply because it’s closer to the point of conversion.

Just look at the difference removing Buffer’s “What do you want to share? “ makes, in how you might feel about interacting with the app.

Buffer Microcopy Buffer without microcopy

For a software company whose success hinges on whether customers actually use the product, not having those 6 words severs the personal connection with the experience, and makes it feel like you’re using just another piece of software.

Yelp’s microcopy on the other hand, gives the user a very subtle call to action, but one that helps them unlock the full benefit benefit of the site.

Yelp Microcopy

Now, before we go any further, I’d like to stress that if you have little to no traffic right now, improving the microcopy won’t “magically fix” that and suddenly make the money start piling in tomorrow.

Yes, it will probably make your user experience more persuasive, but your time will be much better spent focusing on identifying your target market, customer development, and data driven traffic acquisition.

That being said…

Bad microcopy might not break your user experience, but well crafted microcopy can make the UX noticeably better. (hint: tweet this).

Good Microcopy Comes From Knowing Your User

Facebook

As a personal observation, I’ve noticed a great number of user experiences are littered with their companies internal language.

This is mostly because a great number of user experiences are designed without ever involving the users. If I visited your website right now, would you prove me wrong?

Looking at the two examples we’ve already mentioned, Joshua Porter’s form field was added as a response to receiving the same error message over and over again.

The microcopy wasn’t added arbitrarily, but as a direct response to user feedback.

Form Microcopy

In this fantastic article about preventing bad microcopy on Smashing Magazine, author Bill Beard talks about running usability tests, and how the test moderator should be paying attention to more than just the interaction between user & site:

Bill Beard“[...]make a point to really listen to — and take notes on — the actual words the user says during testing[...]

Listen to the inflection in their voice as they read microcopy: Did they say that label or term with a question in their voice? Don’t hesitate to have your moderator follow up on copy. Have them go back and ask the user whether they’ve understood that label.”

Listening to user feedback and hearing trepidation in their users voices is likely the reason why Shopify ( screenshot by way of UserOnboard.com) included this tiny bit of text into their signup form – You can change your store name afterwards.

How Shopify Onboards New Users   User Onboarding

It may seem insignificant, but those 7 words calms the little voice in your head saying things like:

“What if I pick the wrong name? The whole future of my online business hinges on this moment, and oh God, what am I doing?

I’m not ready to start a business, I haven’t even picked a name yet. You know what, this is stupid, I’ll come back when I’m more prepared”

Calming that negativity & helping the user feel at ease in their decision is just a glimpse of the power well placed microcopy can have.

How Microcopy Can Improve UX & Conversions

Even though microcopy can be used to “enhance the experience” and character of a site in a number of different areas like:

  • 404 pages
  • “Loading” pages
  • Confirmation pages
  • Welcome Message
  • Error Messages…

… it’s best you start working backwards from the areas where it will have the most impact.

For the sake of keeping the rest of this piece action oriented, I’m going to focus on microcopy examples that helped to improve conversions.

Though, I would highly recommend checking out The Standardistas: The Craft Of Words – Part two: microcopy for deeper reading on microcopy’s role in experience design.

Case Study – 17.18% Increase In Conversions By Adding “View Bundle” Above CTA

Our friend Michael Aagaard published a case study about a Danish eCommerce site who sold car care product kits.

Product Packages

 

The problem was, with nothing but a image thumbnail & prominent “Add To Basket” button ,it wasn’t clear that you could click through see what was included in the bundle. Potential customers thought they were being asked to buy the entire kit sight unseen.

By adding a simple “View Package” link above the main call to action, Michael was able to increase the amount of people viewing the full bundle, and as a result, increased conversion to sales by 17.18%

View Bundle

image source

Case Study – How Yoast.Com Built A Checkout They Could Be Proud Of

Error

While the microcopy alone can’t take the credit for the 11.30% increase in conversions in this case study, it certainly plays a significant role.

Before:

Old-cart

After:

Cart

Adding small bits of text such as (there will be no additional costs) next to the Total, changing “remove” next to the product price to simply “x” and adding a “<<Continue shopping” link” helps keep the cart experience more streamlined. But don’t think these changes were arbitrary.

According to Thijs, Yoast’s behavioural scientist, the “no additional costs” text was added because hidden costs are the #1 reason why people abandon shopping carts.

Other minor tweaks – like the progress bar and button design- were to take advantage of a person’s inherent desire for forward progress…

Progress-bar.png Button2

…and the inline form validation giving positive feedback – by being green & displaying a little green checkmark when completed – would give the visitor instant feedback and instant validation, making them more likely to keep filling out the form.

validation1

Overall, these & a few other small changes helped Yoast see an increase of 30% in successful transactions.

Case Study 3 – Insound Gets More Visitors Completing Checkout Flow With 2 Words

Changing button

 

image source

In 2012, Insound created a new checkout process designed to be stunning on tablets & mobile phones. It was absolutely beautiful, and unlike anything the site’s users had ever seen.

Unfortunately, the team at Insound noticed that it was underperforming compared to it’s predecessor, and with a big holiday marketing campaign coming up, they couldn’t afford even the slightest dip in performance.

Both Insound & Digital Optimization firm Clearhead suspected that having users pressing “continue” through each step of the funnel was causing confusion & ultimately abandoning before reaching the Bill/Ship details page.

So, they tested 3 button copy variations against the control (the button labeled “Continue”)

clearhead-guest-image1-1024x614

Even though Clearhead suspected “Almost Done” would be the winner, the simpler “Review Order” provided a 39.4% CTR to the next page, and now more than half of the visitors move on to the next page before checking out.

For Insound, this is a particularly great win, as the additional revenue lift didn’t come from any additional sales & marketing spend, making their margins far better than before.

Case Study 4 – 11% Increase For Mortgage Lead Generation

Conversion Voodoo conducted an optimization project for a mortgage company that ultimately drove a 37% increase in completed refinancing applications from their site.

What stood out was an implementation of a simple checkbox on the front page of their website. Users were asked to check that box, and enter their first name and email address to begin the refinancing process.

Check for a better rate today

If you’ve never tried to get a better mortgage rate, you should know the application process just plain sucks.

It usually involves a 20 minute process of filling out a form with a million questions to get many details about where you’ve lived, how much you make, how much you pay in taxes etc.

So, by adding this checkbox at the head of the form, users reaffirm their commitment to getting a better rate. For ConversionVoodoo’s client, it sure paid off, by adding 11% more completed forms – an increase of hundreds of more applications per month.

Test This: Microcopy In Site Search

Zappos site search

In a study of 27 different sites, marketing agency Branded 3, found that users who use site search convert 2-3X more than those who do not.

This is consistent with findings by Avanash Kaushik, SearchSpring.net, and many others.

internal_search_conversion_rate_sm

If this is the case with your site (If your GA is configured properly, you can check by looking here) then why present visitors with a generic “Enter Your Keywords, Sku or Product #” phrase?

Enter Your Keywords

Why not take your most popular search terms (found here) or categories and pre-populate the search bar with those terms?

9-ga

image source

I created a quick mock-up of what this might look like if we applied the above data to the Ikea.com website:

Mock Ikea text

Using real data doesn’t just add a subtle layer of context to the overall user experience, it helps to expedite the shopping process for visitors who were coming to the the site with the intent to purchase items in those exact product categories.

In my research, I’ve also found that internal site search isn’t the only place you can find inspiration for what words you can use to enhance site search.

Tastebook, a site for sharing recipes and compiling your own custom cookbooks, has had several iterations of their prefilled search box over the years.

tastebook tastebook.com

TasteBook   Cookbooks  recipes  and friends

Interestingly enough, looking at this case study by Director of Marketing Analytics – Erica Curtis, it appears as though their most recent iteration of site search text corresponds with their second highest performing Adwords campaign.

Tastebook top ad performers

Their highest performer, “Create A Cookbook”, has also become a primary navigation item, which leads me to believe that these seemingly small tweaks have had significant performance improvements.


Using Microcopy To Answer “UGH, Why Do You Need That?!”

clear-error-indication-d

In a 2012 usability study by Baymard Institute, they learned that customers felt as though their privacy was being invaded when they were required to enter seemingly unnecessary personal information, like a required phone number field, without any further explanation or help.

Every single person in the study complained at some point that some part of the process asked for too much personal information.

“During user testing at Apple.com one test subject refused to give up her phone number, anxiously clamoring: “Look, why do they need my phone number? What do they need that for? They don’t need it!” “

What was interesting however, was that users were far more forgiving when the reason why the information was necessary was clearly visible around the form input.

checkout-experience-seemingly-unnecessary-information-2-target-and-victorias-secret

“In fact, the anxious test subject quoted in the beginning of this section provided her phone number to another website without any complaints[...]”

The checkout is the “moment of truth” for your customer so it’s especially important to remove as much friction as possible.

For new buyers especially, something as simple as (for shipping related questions) can go a long way in establishing trust at the most critical point during the buying process.

Conclusion

Truthfully, we could talk about microcopy all day, because it can be found everywhere, from pricing pages, to the security messages under your optin forms, to the tiny little reminders in your checkout form.

But here’s what I’d like to know: where do you think these tiny phrases will provide the most impact on your website?

featured image credit

H/T to Mario Krivokapic for the significant contributions to this article.