Friday, July 20, 2007

Customer Carewords: Words Drive Action on Your Site

Using wording that speak to the user ...

"Although your website may contain hundreds of pages with thousands of words, very few of these words actually matter to the people you are trying to reach. I recently finished reading Gerry McGovern’s latest book “Killer Web Content,” where he introduces the concept of carewords. According to Gerry, carewords are what drive users to action on your site. Identifying these unique carewords can help make your web site more relevant to your customers.

In his book, Gerry talks about the U.S. Government’s FirstGov, a site that understands its users’ wants and needs. Although many citizens perceive government as being slow and unresponsive, the government’s web site is anything but; knowing that benefits and grants are the top two things people search for, they are the first two links on the homepage. The design team is doing a good job of understanding their audience and what is important to them.

Unfortunately, many design teams don’t have such a close relationship with their customers and don’t always focus on their customers’ carewords. For example, McGovern notes a trend among airline sites to use the words “low fares” in place of “cheap” because of the negative connotation associated with “cheap.” However, how many people do you know search for “low fares” when booking a vacation? When customers want a cheap flight, they will search for just that."    (Continued via UIE Brain Sparks)    [Usability Resources]


Killer Web Content


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