It’s all about expectations. Set too high, they can leave you feeling disappointed and unlikely to ever return.
I’m a designer at Help.com, where we make live chat software that enables companies to provide better customer service. Knowing we were entering a highly competitive market, we did everything we could to design and build software that solves users’ needs and stands out from competitors.
A big source of our inspiration? Restaurants around the world that completely nail it when it comes to overall experience. So here’s what we learned from them and how we implemented those lessons into our product design.
1. First impressions are everything
Eleven Madison Park greets every guest by name. This requires some social media stalking and Google searching for the hosts, but it’s well worth it—diners instantly feel welcome, cared for, and, perhaps most importantly, special.
We want people to feel at home the first time they visit Help.com. It’s hard to feel welcome if you can’t even find the front door, or if you have to go out of your way to get the attention of the host. Or, worse, if you walk in and you have no idea where you are.“Your product’s website should effortlessly explain what your product does.”
Your product’s website should effortlessly explain what your product does. Someone viewing your website should know within seconds what you’re offering, how it can help them, and what to do next.
To help ensure our website provided quick, clear information, we asked ourselves the following questions before we started designing:
- Why would someone need our product?
- What does our product give someone that they’re currently missing?
- How will someone use our product?
When you visit our site, your eyes are drawn to the large blue statement: “Help.com makes live chat software designed for growing companies.” Within seconds, people know what we do.
Good design can’t just stop at a landing page. Like being shown the way to your table, we’ve designed the page in such a way to guide people to the next step. A person who reads that blue explanation may want to just dive right into a demo, and they can do that without thinking by just clicking on the orange button.“Good design can’t just stop at a landing page.”