I have been privileged to be on the advisory board for the conference as well as presenting at 2 of the sessions, on e-commerce best practice and rapid fire live page critiques.

Read on to find out more about this 2 day conversion conference.

1) Confessions of a Conversion Rate Optimiser – Bryan Eisenberg (Conversion Guru!)

With three best-selling books and more than 15 years of conversion optimisation experience under his belt, Bryan Eisenberg is legendary for his work is persuasion architecture, persona development and conversion rate optimisation. In this tell-all keynote, he reveals the intimate secrets that few insiders ever get to hear.

Glimpse into the history of CRO and understand what will happen to this discipline in the future. Learn from almost two decades of successes and failures — why Bryan thinks most marketers are still in the dark ages in terms of conversion and testing, and how his simple three-step formula has streamlined the testing process for some of the most successful companies on the web.

If time permits, we put Bryan in the hotseat when he opens up the session for a no-holds-barred question and answer period that could transform the way you think about online marketing.

2) Mobile & Realtime Optimisation – Amy Africa (Eight by Eight)

Why is your established online strategy not transferring well to mobile? What are the important factors (and what aren’t) in determining how to increase your mobile conversions? What delivers results, how do you deal with “abandons” and save up to 60% of them? What should you be tracking? For anyone currently active in mobile, or planning to be, this is a keynote session you really cannot afford to miss. You’ll hear why your mobile conversion strategy has to be different and pick up the tips and tricks you need to put it in place.

3) Praxeology – Lessons from a lost science – Rory Sutherland (Ogilvy)

Advertising and communication has changed immeasurably over the last twenty years. But our tools for understanding people and brands remain largely trapped in the 1970s – if that. Can a missing science fill in some of the gaping gaps in our knowledge?

4) E-commerce Best Practices – Paul Rouke (PRWD) & Stephen Pavlovich (Conversion Factory)

How do you design your ecommerce website to persuade more visitors to convert? What guidelines should be followed when designing product and category pages? Learn guiding principles for making changes to your ecommerce website that will significantly increase your conversion rate.

5) Rapid Fire Landing Page Critiques – Paul Rouke (PRWD), Stephen Pavlovich (Conversion Factory) & Rob Jackson (Conversion Thursday)

Your landing page stinks – it’s just a question of degree. Bring your URL and our experts will give you some quick and actionable tips to immediately improve performance. Guaranteed to be an educational and entertaining session.

6) Plus lots more engaging and insightful sessions

Along with these 5 reasons to attend, take a look at the day 1 and day 2 agenda to see what other sessions are on which may interest you.

Use #ConvCon to follow the conference live

If you are unable to attend you may want to keep any eye on the #ConvCon twitter hashtag which I expect will be getting used extensively during the course of the 2 days.

Further resources on conversion optimisation

If you are looking for more resources on usability and conversion optimisation, view my up-to-date list of articles, case studies and presentations – Conversion Optimisation Resources

What you’ll find here is:

• Usability & conversion optimisation articles for lead generation
• Usability & conversion optimisation articles for e-commerce
• Tools that you can use to monitor & improve your website
• Conversion rate optimisation case studies
• inks to presentations & slides from events & conferences

Thanks for reading, and I hope to see you at the conference!

What is Conversion Thursday?

Conversion Thursday Manchester is an inspiring and exciting bi-monthly networking event that centres around online conversion and web optimisation. Conversion Thursday is already held in six cities across Europe, having begun in Barcelona. We hold the events at comfortable and relaxing venues that provide the perfect setting for debate and discussion of the important issues in online conversion and marketing.

The evening begins with a brief round-table discussion about recent events in the digital arena, then we have an interactive quiz (with prizes for the best team), before moving on to our main presentation of the evening. After the presentation, people are welcome to hang around for another drink and network with other attendees.

Who is it for?

Conversion Thursday is open to anyone interested in improving the web and increasing online business, including online marketeers, conversion and SEO/PPC experts, and web analysts. This free event is a fantastic opportunity to meet like-minded professionals, and build long-lasting relationships within the industry.

Conversion Thursday is sponsored by Applied Web Analytics and Elisa DBI.

When and where?

• Date: 24th February 2011
• Time: 5.30 – 9pm
• Location: Bar 38 in Manchester (downstairs)
• Event Twitter Tag: #CTMan

Registration

• Register for FREE online

At the start of 2009 the official PRWD blog launched, which obviously didn’t impact too much on me writing content here during that year, but it most certainly has during 2010.

Thankfully I’m able to confirm that I have been keeping busy, and having taken a look at the PRWD blog there are a wide number of projects, news stories, tips and best practice articles that its worth sharing on here.

Case Study – Hyde Group Intranet Evaluation and User Testing

During January 2010 we caried out an extensive evaluation of the intranet for the Hyde Group, who are one of the largest housing associations in the UK, owning or managing over 43,000 homes to over 120,000 customers.
The project involved extensive user testing with staff, an expert usability evaluation and many days of usability consultancy.

Article – 5 Tips When Conducting User Research

Whether its referred to as user research, customer research, field studies, qualititive research or one of the other terms used, finding out the wants and needs of people who use websites, intranets and software is a crucial part of designing usable solutions which deliver return-on-investment.
I wrote this tips article to share some of my experiences and methods when I look to maximise the benefits of conducting user research.

News – Usability Evaluation and Benchmarking App

In April 2010 we provided a screenshot to our usability evaluation and benchmarking app, which I use as part of my e-commerce usability and best practice training course.

Case Study – Isabella Oliver Advanced Google Analytics Training

In early 2010 we provided in-house Google Analytics training for fashion retailer Isabella Oliver, and I was delighted as usual with the feedback the delegates provided after the training.

Case Study – E-commerce User Testing with Isabella Oliver

In February 2010 we carried out user testing down in London for fashion retailer Isabella Oliver. This was a great user testing project and we thoroughly enjoyed working with the Isabella Oliver team.

News – I Featured In Drapers Magazine

In May 2010 I was delighted to be asked to feature in Drapers magazine, providing some tips and advice on e-commerce conversion optimisation.

Client Project – Speedo E-commerce Usability Evaluation and Interaction Designs

During the Summer I was absolutely delighted to be working with Speedo again, following a project at the start of the year. I was asked by Speedo to provided a comprehensive usability (heuristic) evaluation of the e-commerce shopping experience, followed by me designing new interaction designs for key pages within their shopping process – namely product page, shopping basket and checkout process.
Following this work we published a press release about my work which included a fantastic testimonial from the Head of E-commerce at Speedo.

Book Review – REWORK by 37Signals

Yeh yeh I know this isn’t what I usually write about, but having been recommended the book by Dan Donald, once I’d read through it for the first time I genuinely felt compelled to write a review. And yes its a fantastic read if you work for yourself or manage a small team!

News – Lewis Marshall Joined PRWD

In July 2010 I was absolutely delighted that Lewis Marshall joined me at PRWD. As it turned out Lewis was with me until the end of 2010 when PRWD finished providing technical capabilities to design and build user-centered design solutions. All that I have to say about Lewis is that he is a remarkable person who has an extremely special career ahead of him, and I’m just happy that I have benefitted from working with him over the 7 months he was in my business. We are also very good friends and will continue to see each other going forward.
Oh and if you know someone that is looking for an exceptional Ruby on Rails developer, let me know and I’ll put you in touch with Lewis…

Best Practice Advice – Don’t Force New Customers To Register To Checkout

As one of the guest expert commentators for Econsultancy, I published an article on their blog discussing handling 1st time customers within checkout, in particular when retailers force 1st time shoppers to register in order to checkout.

One of our clients Speedo handle this very well, by only asking 1st time shoppers if they would like to create a password and set-up their account on the order confirmation page.

The full article on Econsultancy entitled Reduce Checkout Abandonments and Increase Registrations has proved pretty popular, with a big number of comments and lots of advice and recommendations put forward, by both myself and some of the people commenting.

What Does PRWD Stand For?

We get asked many times what does PRWD stand for, and I wrote an article on the PRWD blog explaining just this. PRWD is An Acronym for ‘PRoductivity Without Difficulty’ – read more about the rationale behind this, as well as lots of case studies demonstrating what we’re about.

News – User Testing Lab Launch at MMU in Manchester

Having being the first company to use Manchester Metropolitan Universities User Testing Lab facility for commercial purposes in 2010 (we carried out a user testing project for a well known highstreet retailer of homewares) we were absolutely delighted to be asked to help launch the lab.

News – Usability Testing in Manchester

Following on from the user testing lab launch I wrote an article explaining more about PRWD’s user testing services. It also included links to a couple of case studies, e-commerce user testing for Isabella Oliver and intranet user testing for the Hyde Group.

Press Release – PRWD Help Launch Manchester’s First User Testing Lab

Following on from the lab launch we were delighted to send out a press release explaining about the facilities and our partnership with MMU. MMU are one of the organisations that are featured on our website, which also includes Econsultancy, Smart Insights, Manchester Digital and the Usability Professionals Association.

Best Practice Advice – Increasing New Customer Conversion Rates (for Smart Insights)

This year I was very privileged to have been invited by Dr Dave Chaffey to start providing expert commentary pieces for his online portal Smart Insights. My first post was looking at the variety of ways retailers handle new customer checkout, as well as providing a range of best practice tips to retailers looking at reducing checkout process abandonments.

Merry Christmas from Me and PRWD!

And finally, our last monthly newsletter of the year was dedicated to wishing our subscribers a merry Christmas, although I decided to mix up the formula a bit by not including a single Christmas image. Instead I opted to include a variety of images which demonstrate some of the key client challenges we tackle as well as images which I use in usability and conversion optimisation event presentations.

Finally may I wish anyone that has managed to read through all this post a very Merry Christmas and a Happy New Year!

“Shifts in online business objectives are becoming apparent, from increasing traffic to optimizing on-site conversions & sales”

This is a quote taken from the recent trending report by Econsultancy (Measurement, Analytics and Optimization: Market overview) that I tweeted about which led to the following twitter conversation with @techvs:

@techvs – Hi Paul. Who is presenting this as ‘new and innovative’? It is as old as the sea for the enlightened few. Logical & obvious.
@paulrouke – I agree, although the enlightened few have yet to convert the masses who still focus on traffic over on-site conversions
@techvs – that is SO SO true. I am still surprised by number who do not recognise / understand / work the sales process
@paulrouke – this need for enlightenment is a main reason why I developed my conversion optimisation masterclass – http://is.gd/bs9v8
@techvs – trying to teach the old master? I remember (trying) to do it before mobiles, PC’s, etc – database was paperwork! Happy days
@paulrouke – fingers crossed I won’t be making the same comments in another 2 years! Surely the penny will drop at some stage for website owners
@techvs – It hasn’t dropped for the majority in the years since I started in 89….why now? People follow the crowd – down the wrong road
@paulrouke – good point. Also, wait till they hit the roundabout with a new exit called Social Media Marketing Avenue – more traffic anyone?

At PRWD we are continually banging the ‘conversion optimisation‘ drum, and the challenge of educating, enlightening and winning over the majority of business owners (apart from the ‘enlightened few; as @techvs described) is something that I genuinely love doing.

The New Challenge – Social Media Marketing is More Sexy Than ‘Usability’

As I eluded to in my final tweet, there is a very real possibility that alot of businesses will miss the ‘turnoff’ for improving the usability and conversion rate of their online presence and instead follow the bright lights down the social media marketing road. So rather than making sure their existing website has been correctly configured with analytics, allowing them to accurately track their on-site conversion rates and ROI from any SEO and SEM that they invest in, they may well proceed with investing in new, exciting and sexy social media strategies to drive yet more potential customers to their website.

Education, Education, Education

One of the ways in which I tackle the challenge of educating business and website owners about the importance of on-site performance measurement and conversion optimisation is by delivering my masterclass, succinctly titled ‘Generating More Leads and Sales from your Website’.

The masterclass description goes as follows:
Learn a range of tools, tips and techniques so you can understand how your website is performing for your business and how you can improve it so you can get more visitors to ‘do what you want them to do’ once they arrive on your website (enquire, place an order, call you, request quote, download brochure, sign up to your newsletter).

Sample slides from the masterclass

Calculating the ROI of improved on-site conversion rates

As well as the educational element, another vital tool in helping to demonstrate the sales and profit impact to businesses by improving the conversion rate of websites can be seen in our e-commerce conversion optimisation calculator and our lead generation conversion optimisation calculator.

So, More Traffic or a Better Conversion Rate?

Why not both I would say! Just don’t ignore the significant opportunities to improve your on-site conversion rates before investing in driving traffic to your website…

In summary I’m looking forward to PRWD continuing like many other conversion optimisation focused businesses such as FutureNow to beat the ‘optimising on-site conversion rates’ drum.

Anyone care to join us?

What is interesting is to look at the key differentiators between our SME clients and our other much larger, well known clients.

• Budgets - of course budgets vary significantly, from a few thousand pounds to ten thousand pounds and upwards
• Expectations - SME clients tend to feel like online can’t always play an integral role in their sales and marketing activities, but bigger brands expect much more from the online channel
• Traffic versus conversions – SME’s will rely mainly on traffic generation techniques to increase enquiries and sales, where bigger brands look at both traffic generation and visitor conversion (to varying degrees I must add!)
• Are all visitors potential customers? – SME’s will tend to treat all site visitors as ‘potential customers’, especially when viewing web analytics, whereas bigger brands focus on segmenting their traffic information to identify which visitors are more likely to convert into an enquiry or sale

What Usability Doesn’t Mean for SME’s

There are a wide variety of services within the ‘usability’ field which, realistically, aren’t going to be used often by SME’s due to budget constraints. These services include:

• user testing in labs
• field studies
• focus groups
• expert evaluations
• card sorting
• in-house usability consultancy
• full user-centered design processes
• information architecture planning and development

What Usability Does Mean for SME’s

This isn’t to say that SME’s can’t benefit from the principles of ‘good usability’ to help them improve the effectiveness of their website and online marketing activities.

Primary ways for SME’s to embrace and benefit from usability include:

• using the free web analytics tool Google Analytics to track and monitor visitor activity
• carrying out guerilla style usability testing (more on this explained in this presentation on improving online performance)
• consider how your website currently caters for your key target customer (messages, information, services, useful tools, easy contact methods)
• use another free tool Google Website Optimiser to test a different version of your primary action page on your site
• calculating the potential sales and profit improvement you can expect to get using a ROI calculator (either for lead generation websites or for e-commerce websites)
• treating your website not just as a complimentary promotion of your business but with the potential to become an intregal part of your sales and marketing activities

Masterclasses for SME’s and Micro Businesses

I am delighted to not only be taking part in the first official LEAD programme (a leadership and business development programme) delivered by TMI with 17 other managing directors of micro businesses, but I am also delivering a masterclass to these business owners on ways in which they can start to improve their websites to generate more business. The first masterclass I am delivering is on Monday 15th March 2010, and it is open to non LEAD business owners by prior arrangement.

What SME’s Can Learn About Usability To Increase Profits

For the masterclass which is delivered over two and half hours, the outline of what I will speaking about is below:

• Google Analytics – how you can use this free tool quickly and efficiently to understand whether your website is performing well
• Online enquiries – how you can encourage more visitors to make an enquiry
• E-commerce – best practice advice if you are selling online to encourage more people to buy from you
• Case studies – how to improve online enquiries
• Making the move from offline to online sales/marketing strategy – myths, considerations, opportunities

Masterclass Plans and Objectives

My plan is certainly to make the masterclass sessions very engaging with lots of participation from the SME business owners who will attend. I would say the three main objectives for this masterclass are:

1. Generate genuine awareness of what tools and techniques SME’s can use to improve their websites
2. Demonstrating that ‘usability’ isn’t just for big businesses, and that any size business can benefit from better measurement and usability led improvements
3. Planting the seed for business owners to consider making online a much more integral part of their sales and marketing strategy

Summary

As this article points out although there are many usability led activities which aren’t feasible for many SME’s, there is absolutely no doubt that micro businesses and SME’s can benefit from improved usability of their website and online marketing. If you are in this position or have friends and colleagues who run small businesses, feel free to give us a call to see how PRWD can help increase your sales and leads from the online channel.

In the article I’ve taken a look at the following high street and pureplay retailers from a usability perspective…

The pureplay fashion retailers I’ve taken a look at are:

• ASOS
• Net-a-porter
• My Wardrobe
• The Outnet
• Koodos

The high street fashion retailers I’ve taken a look at are:

• Harvey Nichols
• Miss Selfridge
• Topshop
• Next
• New Look

The five questions I posed to each of these retailers are:

1. How seriously are they taking cross-selling and up-selling in order to encourage higher average order values?
2. Do they make standard delivery costs clear before you get into the actual checkout process?
3. Are payment options and cards accepted clear prior to checking out?
4. Have they enclosed their checkout as a way of potentially reducing checkout process abandonments?
5. Do they provide clear customer service contact details during the checkout process?

Take a look at the article and see how these retailers stack up!

If you are a fashion retailer you might also like to read about the Online Fashion 100 event on the 17th June in London, organised by Leon Bailey-Green.

My 35 minute presentation (shown below) focused on 3 key areas that businesses need to consider if they want to make serious improvements to their online performance, and all on working with smaller budgets than what they would have had pre-recession:

• Understanding visitors – using gorilla user testing to actually begin understanding what visitors want and why they don’t complete their objectives
• Measuring performance – its not good enough to just have analytics installed on your site, you need to be looking at goals, funnels and developing advanced segments to truly begin understanding visitor behaviour
• Testing and improving – using split testing to make continual, incremental improvements to conversion rates, click-throughs from key pages and overal website performance

This article will be followed by another one on our blog which will benchmark other retailers in the book market, and I’m looking forward to comparing how well pure-play retailers such as these 2 compare with bricks-and-mortar retailers such as Borders, Waterstones and WH Smiths.

The article on Econsultancy was set-up as follows:

If ever a retailer could get away with having exceptional cross-selling and up-selling functionality, yet provide a new visitor checkout process and web forms that break many usability rules, Amazon is certainly one of them. On the other hand one of Amazon’s competitors, The Book Depository, certainly appears to focus more on providing better usability throughout the buying journey, especially for new customers.

Following the recent e-commerce training course I delivered for Econsultancy, the usability benchmarking that is part of the course threw up some really interesting market insights. Although many retailers are featured in the course, providing examples of good and bad e-tail usability and best practice, I purposely refrained from including Amazon.

The simple reason was that as they are one the largest and most recognised online retailers, with the vast majority of their customers repeat buyers (I suspect), shoppers are much more likely to persevere during their shopping journey, even if there are more usability barriers than other ‘smaller’ retailers.

How Amazon and The Book Depository compare…

Below are 2 of the graphs featured in the full article which provide an overview of how both retailers perform across key areas of the buying journey:

Amazon usability

Amazon usability benchmarking graph from PRWD

The Book Depository usability

The Book Depository usability benchmarking graph from PRWD

Take a look at the full article on Econsultancy to see more detailed benchmark reports along with some commentary as to what these retailers are (or are not) doing well from a usability and best practice POV.
In addition to this article within the next few weeks we will be interviewing The Book Depository to gain more insights into their approach to developing and improving their e-commerce platform, in particular when it comes to their conversion rates.

PRWD’s Benchmarking Application

You may have already read this if you have seen the full article and comments on the Econsultancy article, but if not below are a couple of insights into our benchmarking application in terms of its intelligence and flexibility:

• weighting of different recommendations as to their impact on usability/customer confidence
• weighting of different recommendations based on the type/size/age of business – ie. high street brand, pureplay retailer, start-up

If you would like to have your own e-commerce site benchmarked for usability and best practice against some of your competitors then please get in touch with us…

It would involved me providing 200 words of advice to the business Justin Guitar looking for expert advice and guidance on a particular challenge or objective they have with their e-commerce business.

Naturally I was delighted to provide some recommendations (see below) and you can also view the full article as a pdf which includes the companies business challenges, my recommendations, plus feedback from the business owner having seen the advice I had put forward.

Download the full business clinic article from Royal Mail (pdf)

Paul Rouke's advice on Royal Mail's ask the expert clinic

By taking part in this Ask The Expert business clinic I was then asked if I would take part in a range of ’1 minute mentor sessions’ on video, which provide businesses who go on to the Royal Mail’s SMART portal with expert tips and advice in areas such as marketing, improving conversion rates, improving efficiency, multi-channel retailing and delivery options.

More information and links to the videos will follow soon, although you may well find the videos by taking a look at the SMART portal.

Conference Overview

Coping with and emerging from this recession in a stronger and profitable state are quite simply what most businesses wish to achieve. This major How-Do half day conference in Liverpool has drawn together five outstanding speakers whose collective expertise can help companies achieve just that.

In the current challenging economic climate, companies who not only survive, but actually thrive, are those who can develop and utilise a true competitive edge. If you want to guarantee your business the opportunity to implement ideas that will help make it more productive, more pro-active, more competitive and ultimately more profitable, then this conference is for you.

How-Do has brought together an outstanding panel of speakers for this conference at Liverpool Science Park, all of whom are focused on providing the type of insight and information that can make a real difference to the success of your organisation.

Areas Covered

The speakers including myself will be covering five key areas of your business:

• learning first hand from Google on what’s really working online
• how to develop and win new business
• more effective communication and engagement with business media
• improving the performance of your e-platforms
• reviewing and developing your strategy in a crowded marketplace

The Panel Of Speakers Are

• Andrew Barke (Google)
• Paul Rouke (PRWD)
• Bill Gleeson (Liverpool Daily Post)
• John Leach (Winning Pitch)
• Eva Berg-Winters (PricewaterhouseCoopers)

Booking Information

Delegate tickets are £88 + VAT early booking/charity rate (for bookings before 22nd May or whilst tickets last), £118 + VAT thereafter. Places are limited and you can book online to reserve your place. If you have any queries please contact Cathryn O’Grady on 07918 174176, or by e-mail cath@how-do.co.uk.