2x Your Site’s Conversion

Without Learning Code

We often feel confident when buying select brands’ product / services despite having to pay for premium price on them.

Ever since pandemic got worse last year, I was really cautious whenever we had to brave through doing my family’s grocery shopping. I wished Trader Joe’s did grocery deliveries. But they don’t unfortunately. An app called Dumpling does. So I ended up purchasing my groceries and had them deliver using that app. Did it cost me more than if I were to go to TJ myself. Yes. But it gave me the peace of mind I needed to feel like I protected and kept my family safe.

Why do we feel confident spending more when we make purchases to other brands / businesses?

But when it comes to our own business, we tend to not have this complete picture for helping our own customers feel confident purchasing our product / services.

Why is that?

What did we miss?

Where did we go wrong?

The root of the problem here is that…

We didn’t pay close attention to the user-centric experience.

We know how important brand experience is, it’s because we truly believe and feel that positive experiences facilitate deeper connections, inspire audiences, and ultimately deliver results (converting a lead or increasing numbers of products being sold).

Having a positive brand experience can often mean:

The difference between being chosen over another brand or losing the sale.

On top of that, understanding the users for your brand and delivering a user-centric experience around what you offer, will leave the users / customers feeling inspired to take the specific actions you want them to take, even when it means that they will pay a premium price for it.

Simply by leveraging one of the UX research tools: User Journey, you’ll be able to 2x your site’s conversion without learning code.

What is a user journey?

A user journey (or user journey map) is a visual trip of the user across the solution.

User Journey Map
The user journey considers not only the steps that a user takes but also their feelings, pain points, and moments of delight. It’s a visualization of an individual’s relationship with a product over time and across different channels and touchpoints (we’ll touch on that a bit later).
How to 2x Your Site's Conversions Without Learning Code
Don’t create a persona for the sake of creating a persona

Help your business grow by understanding the key insights from your customers on top of what you already know about your audience. Specifically around your audience’s behavior and thinking. When you understand where your audience is right now in their life stages, you’ll understand what drives them forward and what motivates them buy. You’ll also need to take into an account of what their deciding factor is so that you can cater your touchpoints accordingly.

STEP #1

Know Your Audience

Understand them by digging deeper into their life.

Here are some questions that help you dig deeper about your audience:

Who are they?

Women, men, people of color, immigrant, native, etc.

Where are they?

Living, hanging out, where do they go often (to shop, to eat, to relax/pleasure)?

What’s their behavior & thinking like?

What do they typically do when they want information? Do they research themselves? Have others give them recommendations?

Where are they in their life now?

Did they just get married, have babies, get divorced, lose their job, etc.

What’s their deciding factor?

Money/budget, time, alignment (needs/goals, value, emotion).

STEP #2

Align It With Their Needs

How can your service or product helps improve their life?

You’ve learned what your customers challenges and needs are and what their main deciding factors are. Now think about where you can bridge the gap between you and your target audience.

How does your service or product solve your audience’s challenges & needs?

Is there an alignment between their challenges & needs with what you’re offering?

A good example of alignment here would be, a customer looking for new wood signage for the launch of their restaurant next week, your wood signage business process and delivers new signage inquiries in less than 5 days.

The two questions above will help you see how your ideal customers could really picture themselves working with you. If you offer more than 3 completely different services / products, which one would appeal the most for them?

Perhaps it’s the one service/product that make the most money, most fun to work on, or best seller.

Where would they go before they find your service / product?

Revisit your persona again and look at their behavior and thinking.

Are they the type of people who shop because they see an ad on their FB/IG?

OR …

Or are they the type of people who are often heavily influenced by their trusted circle (friends, family, colleagues) first before developing a trust to purchase from a brand?

These little small differences in behavior make all the difference in how you present and set up information for them to make a trusted decision.

STEP #3

Designing the Experience

How can we visualize their journey from the possible touchpoints?

The easiest way to design your customers’ experience online would be by utilizing a user journey.

Channels vs. Touchpoints:

Channels are a way for you to understand where customers come from and how they interact with you, the company. Touchpoints are more precise and specific.

Example: Online could be a channel. Online chat could be a touchpoint. OR Your website could be a channel. Your homepage or contact page could be a touchpoint.

User Journey

On a user journey, you’ll want to visualize these three key insights:

1

Your user’s scenario, goals, and expectations.

2

Their emotions and responses to the experiences on your website.

3

Areas of opportunities where you can to address audience’s pain points.

When you start putting the three steps together in a user journey, ask this question that will help you identify which channels and touchpoints make sense for you to invest your time, money, and efforts in:

Where can we connect with them (your audience) to stay on top of their mind?

Online channels and touchpoints that you can consider to help visualize some areas of opportunities:

Website

Touchpoint:
Your homepage, sales funnels page, contact page, web chat window, content pop-up.

Social Media

Touchpoint:
Your carousel, posts, stories, lives, or ads on these channels.

Search Engine

Touchpoint:
Your articles, Youtube videos, case studies, reviews, press, or media mention.

Looking to craft your user journey for your website?

You might be thinking, “Yes, I understand this, but how do I put them all together?”

We get it. If you’d like to start planning your user journey for your website, download our user journey worksheet through the form on this page.

How to 2x Your Site's Conversions Without Learning Code Deck & User Journey Worksheet
Download the deck and worksheet

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