How design affects credibility on the web
I hate ugly websites. I realize that I have a particular bias as a result of what I do so I’m sure that is to be expected. In fact, people often have fun with me by sending me links to ugly websites just to see how much I cringe.
All fun aside, however, how often do we really think about how design affects our credibility as businesses? Do ugly websites hurt business? Turns out, the answer is yes.
Many studies have been done on this topic, including this one from Stanford University. In these studies, we find out that there are a number of design factors that influence how your website visitors perceive your organization.
“Real-world” aspects of your organization. Do you list your physical address? Do you display professional photos of your key team members? In short, does your website reflect the legitimacy of your organization?
Ease of use. A website that is difficult to use damages the credibility of your organization because it gives the appearance you don’t care enough to present a logical, well-designed navigation. If you don’t care about your information infrastructure, how much do you care about your customers?
Markers of expertise. Your corporate or organization website is an opportunity to display credentials and examples of your expertise. Take advantage of this and increase your credibility through case studies and credentials.
Markers of trustworthiness. The Stanford study referenced above found that visitors responded more positively to websites that presented content in a transparent and unbiased fashion. By contrast, websites that crossed the line into being too promotional resulted in decreased levels of trust in visitors. Be honest and factual when presenting your online image to increase trust.
Tailor the user experience. If your site allows customers to log in, give them access to specific data that is relevant to them. Additionally, allow your website visitors to easily find data relevant to their specific needs or markets.
Avoid over-promoting or over-advertising. Advertising elements can sometimes be very effective when implemented tastefully. However, avoid the trap that many newspaper websites fall into when they plaster ads all over their home pages. Too much advertising damages credibility.
Pay attention to design details. Even small glitches like a broken link or misspelled word can damage credibility. Additionally, avoid outdated, amateur design. A professional design goes a long way toward legitimizing your organization and can make the difference between a transaction and a lost customer.
Ultimately, credibility is a significant factor in your bottom line because trust must exist for a sale or a transaction to take place. Does the design of your organization’s website inspire trust?
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