102
Another reason kind of related to some of the aforementioned ones probably has something to do with establishing Character. These pages, when done well, can communicate a good deal about the culture and people who work at the company. Are the C-level folks blazer-wearing middle-aged men? Or are they 20- and 30-somethings with tattoos and goofy photos?
As ...
91
You can't force them to read something, but you can:
Mitigate the cases where they're instinctively skipping it.
Remove the benefit for those intentionally skipping it.
As Alan Cooper puts it in About Face, you need to "hide the ejector seat lever" and break their flow.
TL;DR:
Users who intentionally skip instructions should be held accountable.
Also ...
71
I think the comment "ego, empathy, content?" by @midas deserves some elaboration, because it is actually a pretty good answer to the question:
Ego: it is our company, and putting my face to it shows people that I am the top dog and the boss of all these people.
Empathy: this is who we are (not just a piece of software), get to know us and you'll believe ...
63
Different audiences want different things.
You're assuming these pages are for average customers:
Why would users even care about the people working there? I just want a working piece of software and thats good...right?
...but those aren't the only people viewing a company's website.
A well-run website design process begins with an audit of all a site'...
54
We are not talking about Facebook visitors, but professional users in the business environment. Simply hire people who understand what they are doing. No UX improvement can be a replacement for that.
36
Because people do business with people, not with faceless algorithms and the marketing presentation of any given product needs to reflect that. If your product faced a robot, it would just be raw code (like mark-up for an search engine spider) but your product doesn't - it faces a human being who needs to be satisfied on a human level; faces and the ...
25
Don’t make them read it
I'm guessing your call center staff is like everybody else's:
Unmotivated and paid as little as possible.
How do you make them do anything? You do it for them.
Record it 🤖 💬
Record the critical messages and embed them in the application. Make the employee click a button to play a recording of the message as part of their ...
24
Fading the edge of text can be a useful alternative to ellipses, and I would argue is superior in some ways.
Don't Confuse the Content
Ellipses replace text content to do their job, which can cause confusion about what the actual text is. Does it include the "..."? If I cut/copy/paste, does that come along? A fade changes the way the content is ...
24
Taking all the nuances into an account I still think that you should not remove the search functionality, but make search field smaller instead (or change it somehow so it still be functional but within a lesser space), so visitors who would like to use it will still be able to do it.
An example:
24
The best method is to use the lower bound of a statistical confidence interval.
I won't go into detail about how to do this, as Evan Miller has a great post on How NOT to sort by average rating for a Bernoulli distribution - which is what you have.
The main reason that you would use this method is to find a balance between the average vote and the number ...
23
Now considering these two things: the low percentage of searches per visit and the queries being used I lean to the idea removing the search functionality altogether to un-clutter the navigation bar (the search function takes up 25% of the navigation width).
My question: is this reasoning sane? Or am I overlooking something?
The Search feature doesn't ...
18
Firstly, from your description, it sounds as though when your users click the button, they are not saving, they are publishing (which has the side effect of saving) - so the button should be labelled 'publish'.
Secondly, you are merging two decisions into one, when they should be kept separate - mainly for clarity, but also because more choices require more ...
17
I vote A. I read the result/s initially as result per second.
Result(s) seems more natural, but I would prefer the option were you'd detect if the number is larger than 1 and change result to results.
Maybe take a look here: english.stackexchange here the (s) seems to be the standard.
Another option is to put it like this:
Matching results: 1
With ...
17
EDIT: AFTER QUESTION TITLE CHANGE
Now that the question has completely changed, I want to edit my answer to fit the question.
This question, now, is definitely slightly beyond just user experience. Ensuring the staff's activity is like setting up regulations for their behaviors which cannot be achieved by UX changes.
However, If the sound controls are out ...
16
On our clients CPA Accounting website, "Meet The Firm" is the 2nd most visited page on the site, right after the home page. They use it as a recruiting tool.
Are these the type of people I want to:
Work for as an employee
Can I trust these guys with my sensitive tax data
14
Most of the answers here are applicable to a typical self-service application, but you've specifically asked about a call centre situation. This means the UX should be optimised for users who are familiar with the screens, and you have more control over your users' behaviour (because they are working for you).
Typically in call centres staff have a strong ...
13
There are quite a few ways to communicate below the fold content.
The most natural way I have seen is just have content overflow the fold, so some part of it is visible while some is missing. This just tells you there is stuff down there.
download bmml source – Wireframes created with Balsamiq Mockups
If you are dealing with plain text, just cut ...
13
It can create confidence in your company, by showing that it has humans running it behind the scenes. I find faceless websites in some ways untrustworthy, as you can never tell if its just a one man band behind the scene. I guess someone could fake the about page but usually the biographies on about pages link to LinkedIn or Twitter to show a real human is ...
12
This may be very subjective, but to me, the term "English version" suggests that the English version is actually somehow different from the other version - not just in the language, but probably in other things as well.
12
I think the question you should be asking is what should be my content strategy and how should I define that to drive my site navigation..
That said, there are multiple steps in defining your content strategy :
Plan your content:
This is the initial phase of any site and should involve the questions such as the objective of the site, the user group which ...
12
If you break down the action in smaller steps, you can see the answer.
Example: Single clicking selects an item and double clicking opens/executes the item. But, when you double click, you are essentially also performing the single click and hence, you see the item being selected first before opening it.
In tap and hold, you are tapping the item which is ...
10
I am going to go with Schroedingers Cat's answer but I would recommend keeping the tabs active and present a notification such as there are no bookmarked people or something along those lines. The reason being some people might not understand that a tab is grayed out or inactive and might try to click it and get confused.
From an anecdotal point of view, I ...
10
A corporate site re-design is full of more design by committee pratfalls and pitfalls than you even realize exist just yet, which include:
Deprecated content that still needs to be supported
Brand guidelines you have to adhere to
Political history behind the current design (which will affect your ability to make changes)
All those sub-brands that need to ...
10
I've solved this task using card sorting in a low tech, hands on session with my client and/or users.
Write down all menu items onto index cards and let the participants sort the cards in a way they think it is correct.
You will find a lot more information on the internet:
http://en.wikipedia.org/wiki/Card_sorting
10
Lorem ipsum does have its uses. It is used to keep readers focused on layout instead of content.
This is needed when reviewing the design and layout of a project.
It is a long established fact that a reader will be distracted by the
readable content of a page when looking at its layout. The point of
using Lorem Ipsum is that it has a more-or-less ...
9
I've seen this also happen in windows (see screenshot), where the main option would be marked in bold.
While rk.'s answer is a very compelling one (I know I was convinced!), my initial guess was that it exposes to the user the full array of options that is available. An important part of that is explicitly naming the main option. This is helpful since not ...
9
Since the goal is to get current members seen and to entice new members to join, you probably want to focus on the people themselves, not a list of names that require further, individual interaction.
One solution:
Cbusr.com - uses small cards and lazy loading to present members
9
tl;dr
3 positive options, 1 neutral and 1 negative, and that makes 5 in total to strike a balance. The choice of labels and emoji/smiley should target the least negative emotion and the least positive emotion; because you have to cross the minimum threshold to be in the extreme/maximum. If you are fishing for data then this is the best option. Also emotions ...
9
The vast majority of users skip over that text and just try and click 'next'.
Given that your users are obviously looking for the 'next' button, why not change the text of that button to something more indicative of the consequences of their action?
For example, instead of a button that says , you could have one that says something like instead.
See also:...
9
The deeper issue here, if I understand certain details in the question correctly, is less the UX/psychology of skipping instructions/text that the Nielsen quote is referencing (which is often best dealt with by refactoring so as to not need separate instructions), but instead making sure that your own personnel are correctly following a script and reading it ...
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