What this store did to their customer’s enquiry was absolute genius! A lesson in customer experience for everyone!

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Let me tell you the story about Lily.

One day, Lily Robinson, three and a half year old, was walking around the aisles of Sainsbury’s super market with her mother. When her mother picked up some tiger bread, a popular brand of bread, Lily had a question which comes naturally owing to the curiosity of a kid.

She asked her mom, “Why is this called tiger bread? This looks like a giraffe bread to me.”
Lily was referring to the patterns baked on the bread, which in fact resembled the pattern on a giraffe than that of a tiger. Her mom said, “Maybe you should ask them.” And she did. She wrote a letter, presumably with the help of her mom, to the 145 year old, £798M super market chain of 1200 stores.

“Why is tiger bread called tiger bread? It should be called giraffe bread. Love from Lily Robinson age 3 and 1/2″.

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Now, this letter probably wouldn’t raise more than a couple of chuckles before it went into some file of the corporation.

But Chris King, from Sainsbury’s customer service thought it was a brilliant idea. He wrote back to her.

a-lesson-in-customer-experience-for-everyone-sainsburys-letter

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

“I think renaming tiger bread giraffe bread is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn’t it?” He went on to explain, “It is called tiger bread because the first baker who made it a looong time ago thought it looked stripey like a tiger. Maybe they were a bit silly.”

He included a gift card and signed off the letter, “Chris King (age 27 & 1/3)”

Her mom, put the letters on her blog and in couple of weeks, it struck a chord with many and went viral. There was a facebook page set up, Chris King was celebrated as a legend and the internet stood by the logic of this three year old. In a couple of months, owing to the ‘overwhelming response from its customers’, the 145 year old corporation, changed the name of tiger bread to giraffe bread.

a-lesson-in-customer-experience-for-everyone-supermarket

This story speaks volumes of how Sainsbury’s treats its customers and also exemplifies how each customer deserves to be treated. Unfortunately, not in our everyday lives we come across such incidents where the customer is valued and considered as the pivot point in a business.

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Forget listening to the customers, can you even find where the bread section is in a supermarket without walking around the place three times and asking someone in vain?
We hear or even have gone through nightmarish experiences with these business establishments.

In this age of the customer, where they demand customized, individual care, it is absolutely impossible for any business to sustain unless they start listening to its customers.

Always remember, the customer is king!

By Harikrishnan Menon

The “Designer” Vocabulary

A look at the language of communicating a design today in a connected world.

Designer Expectations

Recently I found a very interesting post titled “Designers Who Don’t Talk Like Designers Get Hired”. The particular paragraph in question was:

“Many designers talk to businesses from a designer’s perspective. This results in lost contracts, poor communication, and feeling as though design is unappreciated by the client. It turns out that by learning to take a business perspective, designers can win more contracts, earn more from their work, and be more valued.”

There were some interesting debates and opinions within our design team about the tone and content of that post.

Personally, I thought the author was making a valid point albeit what appears to be a generalizing statement about the design community at large.

This brought us to the point of this topic which is, how do we define a designer today? What really are mindsets and skill sets of people with specific roles like user researcher, interaction designervisual designer,user experience designercustomer experience designercontent designer, front end designer, etc.

What language should any of these above designers speak? Should they be aware of the skillsets of each other? Is it about being a jack of all trades or a master of all?

To me, everything boils down to the simple fact that a designer today is mostly supporting three goals.

Fact: Like it or not, in most cases, the business is in it to make money by:

By selling a product or products… to make money. Example: Amazon
Providing a service… to make money. Example: Uber
Making systems efficient so that people are productive and hence enable the business… to make more money. Example: UXPin, Basecamp

Cool companies

Three examples of cool companies creating great experiences to make more money. AmazonUber and Basecamp.

Understanding how these goals trickle down to the smallest detail is I think, the big part in anything we design… including how we communicate the design or the approach.

Without undermining the importance of aesthetics in any way, I think using the right vocabulary to communicate a design to a business is extremely important. It is the “why’s” and “as a result of which…” in the conversation.

The dialogue really is about things like why the color, why the layout, why the SVG or why that size?

Should a designer only be communicating in the language of aesthetics? What is the real design problem?

  1. Am I, as a designer making choices that make 5 secs of someones time productive?
  2. Am I, as a designer making choices about how those choices affect the performance of the experience? Is it a designer’s problem?
  3. Am I, as a designer worrying about the perception of everything on the screen as perceived by the user?
  4. Am I, as a designer worrying about where and how the solution is going to be consumed?
  5. Am I, as a designer worrying about the design being scalable and future proof?

Do I as a designer understand the business? Do I need to understand the business?

In the end, I think as designers we need to clearly justify the reasoning behind our designs in a language of ‘gains’. What do you as a business gain by me as a designer communicating a design choice. It is about me as a designer understanding all aspects of a user centered design process and using that insight to support a design decision or approach.

The fact that things have to be aesthetically neat and current are prerequisites to me. There is tremendous effort in visual research and design but they are not value adds. You have to do it. To communicate a design solution just on the basis of aesthetics is not the right way in my opinion.

To support the original article that led to this post, It’s almost like me applying for a chef position in a restaurant with the leading line in my resume that says I cook really well.

Food for thought?

By Jatin Shah
UX Architect at Aditi Technologies
Twitter

4 Misconceptions About UX Design and One Hard-to-Ignore TRUTH

In the increasingly design-savvy state of the world, it’s never been more important to stand out and develop a unique brand identity through UX design. While most organizations recognize the ability of UX design to be the key driver for customer conversion, they often don’t recognize how to use UX design strategically to deliver new values driven by core business metrics.

Having overseen UX design-led business transformation at several organizations, here’s my take on the common misconceptions about UX design that can derail you from maximizing its impact on business outcomes.

Misconception #1: UX Design = Design Thinking

In the design world, UX design and design thinking are often considered synonyms. But in reality, design thinking is just an integrative thinking process that involves approaching problems in the right way. When you get the design thinking right, it doesn’t directly translate to getting the design right. UX Design is a much broader process that begins with understanding the business model, performing user research, and designing the service to fit into the users’ lives in a meaningful way.

Design thinking is all about examining and exploiting opposing ideas and constraints to understand the needs of the audience. For instance, a leading bank took a human-centered approach in designing their loyalty program. They even went an extra mile to exempt a loyal customer from being charged for a bounced check. In this sense, solving a complex customer loyalty problem with empathy is design thinking.

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SOURCE: WHITE PAPER – CHANGING THE STORIES BANK CUSTOMERS TELL THEMSELVES BY WWW.MCORPCONSULTING.COM

While better use of design thinking methods is useful for any company to solve its largest problems, design thinking will not, in and of itself, drive better design.

Misconception #2: Enabling Better UX is the Design Team’s Job

By creating a design-centric culture and by hiring design-centric marketers, engineers, product managers, etc., the design team can rely on the larger team, which serves as an extended UX arm. This holistic design-centric team is aligned with UX needs and can easily get started with the build process on their own, rather than waiting for the core design team to initiate the mock-up first. And that’s what makes everything about the product so much better than any individual designer or design team can provide.

With the increased popularity of agile methodology, it has left most organizations to wonder if Agile + UX work at all. When companies adopt an agile development environment, UX teams often feel like they just lost their seat at the table. It’s never easy to change, but when you design your agile process to explicitly include UX as a key component and assign a champion to it, you can have the impact on design you always wanted.

“Everybody at Apple is thinking about UX and design, not just the designers.” – Ex-UX Designer at Apple.

Misconception #3: All Fancy New Tech Compliments Design

Anything that requires users to learn new and complex tasks to perform a desired action has little or no chance of adoption. Period.

Tempted by the new technology, numerous app makers have attempted to blend fancy tech with design, making actions extremely difficult to master. The result? A  drop in app and product popularity. Iconic examples of design failures in an attempt to get too cool with technology are the Gesture control TV remote controls, the seldom used Samsung Eye-ball tracking feature, and the fascinating Google Glass. While the idea of the new tech was attractive, the use of these were too complex for the audience.

Misconception #4: Optimized Design Leads the User to the Outcome You Envision

It’s often considered best to overly question user behavior and direct them to the outcome you desire, but redirecting the user who is repeatedly going off the rails with an intention is useless. For example, there is nothing more annoying than mobile websites with “Download Our App” messages every other second before you’ve even had a chance to read what the app can do for you. If users deviate from your intended path, it is absolutely fine to bring them back on track, but if they do it repeatedly, it’s probably intentional. And you should stop badgering them, and learn from their preference.

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The Truth: UX Design Has an Incredible Impact on the Company’s Top and Bottom-Line

Any organization that moves beyond an ad-hoc user-centric mindset to a sustained and centralized UX practice will find that a successful UX design has an incredible impact on their top-line and bottom-line. By institutionalizing UX, every team learns to communicate problems, rather than devising abrupt solutions; every engineer will explore and anticipate additional use cases and will communicate the best technical solution; every visual designer will learn to think beyond the visuals and will consider how it works and behaves.

A disappointed customer will not patronize with your business again if there is a mismatch between what the customer initially sees from the design team and the final output from the development team.  While the QA team acts as a middleman to ensure the output is as promised, it can never be a reality when the QA team has no design DNA. It is only with a design-centric culture that any organization can bridge the customer expectation vs experience divide.

Design has an inherent value in developing empathy and creating experiences that truly matter to customers, thereby increasing their lifetime value and translating to business results. When design is effectively integrated with business vision, strategy, engineering, etc., it serves as an influential force that helps businesses stay closer to customers, and in return, you can monetize customers for the great experience delivered.

What other common misconceptions about UX design have you encountered? Share them in the comments below the slideshare!

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Go to Slideshare

By Mohan Krishnaraj

The Most Important Skill to Become a Successful User Experience Designer

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Many people, from different backgrounds, non-designers, non-technical folks, ask me sometimes – Can I become a user experience professional?

This made me think, what is the most important skill one would need to become a successful user experience professional?  Is it a Master’s degree in UX or IX from a reputed institute? Or deep knowledge about the principles of UX?  Excellent design skills? Communication? Technical expertise? All of the above?

I think none of them matter beyond a point. Of course, they would help, but none of them, in my opinion, qualifies to be the most important skill you would need to become a great UX designer.

The number one skill to be a successful user experience designer is what I call empathetic UX mindset.

Let me explain.

For example, consider the compose screen of any email application, say Gmail.

If you ask a develthe-most-important-skill-to-become-a-successful-user-experience-designer-screenshotoper to tell you about this screen, he might probably say something like, “You know, it’s a layover, with two text boxes and a large edit box. In the bottom bar there are a couple of icons and a “send” button. When the user presses ‘send,’ the data is validated and submitted to the server.”

If you ask the same question to a designer, he would say “I love the minimal design in this, see how neatly they have arranged the textboxes and the message field. And they have used the blue color for the send button, which is a universally accepted color without any negative implications! Brilliant, no?”

If you ask someone from the business side, they would say something like “We need to send the data through the algorithm to pick up relevant keywords, so that we can show matching ads and increase revenue.”

There is no problem with any one the above responses, they all are genuine and true.

But, if you see the same interface from a user’s perspective, say a 50 year old dad, he would say, “My daughter has gone abroad for an assignment, it has been three days we spoke to her over the phone, but you know it is very costly from here. And maybe she is busy and we don’t want to call and trouble her every time. She, before leaving, taught me how to use this email thing and I am trying to send an email to her from me and her mother.” Her mom would add, “Can we send her those photos of Pintu too?”

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You go beyond text boxes, colors and technical words. All you see and hear are emotions. Nervousness of using the app for the first time. Eagerness to communicate with their dear one. Love and affection.

The most important skill you require, my friends, to become a successful user experience designer, is the ability to understand that elderly couple. And thousands of others like them. Everything else will fall in line, when you make it your responsibility to make sure they are able to use the application without any difficulties.

If you walk a mile in their shoes, see the product through their eyes, empathize with the user – that makes the winning difference more than any other skill you might have.

When you step outside your technical boundaries, forget the rigid business needs and become your user, only then do you become a successful user experience designer.

And your user will thank you for that.

By Harikrishnan Menon

The Importance of Creating Learnable Systems

Why it is important to focus on learnability as an important aspect of creating any experience.

User Experience (UX)

A common definition is the combined broad disciplines of user research, personas, information architecture, content strategy, interaction design, visual design, prototyping, usability testing and ultimately front end development.

Customer Experience (CX)

The design of the complete customer journey from the point where the user connects with the brand to the level of support they expect and receive…at every level, on every device and on every channel.

UX according to Wikipedia…

User experience (UX) involves a person’s behaviors, attitudes, and emotions about using a particular product, system or service. User experience includes the practical, experiential, affective, meaningful and valuable aspects of human-computer interaction and product ownership. Additionally, it includes a person’s perceptions of system aspects such as utility, ease of use and efficiency.

I tend to describe it as any act or effort that makes people happy.

Learnability

In my opinion, “Learnability” is the most important aspect about usability. Measuring perception is everything when it comes to learnability. It is not just about the placement of a piece of text, the size of a button, thecoolness of a control or the colors of status indicators. Its more about the piece of text itself and how your users interpret it when they read it for thevery first time.

Does the design provide closure?
Does it help users with the next logical step?
Does it prevent them from turning to someone and asking “Hey, do you remember how to…

Learnability is about the details you add to help increase the adoption and comprehension of any experience. It is about those finer details that help save time for your users when they experience something new.

People have an amazing knack of getting accustomed to badly designed interfaces. For any product or experience to be successful in the long run, there are a few basics that must absolutely be in place. These are not value adds or USPs (Unique Selling Point), but plain and simple table stakes.

Interactions have to be usable, else they are going to fail.
Products have to be aesthetic, else they will mostly fail.
Systems have to be performant, else they will definitely fail.
Systems that are hard to learn… WILL FAIL.

As designers, we strive to make the most intuitive, aesthetic and usable systems for our users and often ignore learnability. We often forget that users start with a blank canvas. I’ve come to realize that the success of any system should be measured by how quickly someone, with absolutely little or no context, gets it or how easy it is for someone to complete a task after watching it no more than once.

Example 1 — Uninstall Programs (Otherwise called Removing something from your computer that you no longer want or need.)

Removing software on Windows (prior to Win 8).

Windows 8_UX

 

Let’s look at how a user uninstalls a program from her/his computer. For starters, the word uninstall itself is daunting.

Do you really uninstall your tap, bulb or your television? You remove it. You trash it.

Though much improved in Windows 8, the process was extremely daunting in previous versions. They still have this thing called the Control Panel if uninstall wasn’t scary enough.

One had to open the control panel if you managed to locate it, find the software you wanted to uninstall and then click a button and then hope that it did a clean job. Microsoft even has a detailed page describing the process.

And here’s a video in case you want to refresh your memory.

http://youtu.be/6iWM-y17_No

Compare this with the experience in OSX. You find a program and then drag it to the trash can just like any other file. Simple and Learnable.

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To the credit of Microsoft, they’ve improved it a great deal by making the interaction a lot simpler and learnable in Windows 8.

Example 2 — Interacting with an ATM screen.

ATM_UX_Example

How many call to actions do you see? What do you think about the UI text on this screen? What do you think about the sizes of each control and their positions? How long do you think it would take a customer with little or no technical knowledge to learn how to enter a pin?

Now compare the above example with the one below.

ATM_UX

Clearly the skeuomorphism is a bit much but the interaction seems so learnable! From the messaging on the screen to the size of the buttons, it just seems that it would take very little time for someone to ‘get’ what they need to do.

In Conclusion

Everything that we add to a screen matters. Your perception of an interaction or an interface does not count. Test, Test and Test again. See how your users perceive every single element that you add for them. Your job is to make their lives a little easier. Don’t make it hard for anyone to learn something new. Remember how we learnt the alphabet using standing and sleeping lines?

Every little thing is important. The verbiage, color, size, padding, margins, line-spacing, sentences, feedback and interactions of every single element on that screen. Never ever compromise on learnability and performance. As a rule, If it is hard to learn and doesn’t work fast enough, its pretty much useless.

This writeup was partly inspired by a quote I heard from someone at Microsoft. Yes you read that right… Microsoft.

“50% of most usability related issues can be solved by simply addressing the UI text.”

By: Jatin Shah
UX Architect at Aditi Technologies
Twitter

 

 

 

Woo Your Customers with Predictive User Experience!

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Today, we are in the midst of a revolution wherein customer experience is the currency by which companies will live or die.  More than ever before, customers are now truly in charge of the power to express their opinion openly and make them count. With the convergence of cloud, social and mobile, the customer can now be an instant expert, instant advocate or an instant critic.

Gone are the days where customers have been just considered as numbers or accounts. It is high time that they are regarded as unique human beings with distinct sets of needs. We need to acknowledge that they now expect more than just a product or service. They expect a relationship that is on equal terms. We need to earn their trust and keep up to it.

Today we are in the midst of ever-connected, always-on, highly opinionated, on-the-move customers.

Not so long ago, every business assumed that the key to delivering great customer experience was only about understanding the need and reacting to it.

But now, customers are expected to be at the center of the world and giving them that special attention would mean empathizing and connecting to them at an emotional level. When we treat customers like individuals, predict their interests & preferences and proactively deliver those experiences, magic happens.

Thanks to the large amount of data that organizations have, it is used as leverage to identify patterns and build new models to predict future actions. While one aspect of using this data can help businesses achieve saving cost, the other most important use of this data will be in delivering superior experiences even before the demand.

This layer of intelligence to deliver a personalized and contextual Predictive Experience (that I may call) is going to be the way forward for businesses to become a customer’s company.

The latest report reveals that only a third of surveyed businesses are already in the game. Successful companies will only be ones that can harness real-time and predictive aspects of analytics and combine it with the user experience.

Here are examples of few such companies that are revolutionizing predictive experiences, making them have a notable advantage over the competition.

Mercedes:
Their effort in becoming a customer’s company is evident with their investment on developing a “Digital Companion”. The predictive experience they aim to deliver, elevates the notion of a car. It transforms from the “best driving experience” to “an old friend” who knows you and you learn to trust.

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Amazon:
The anticipatory shipping initiative by Amazon has set the retail industry on fire. With anticipatory shipping, the idea is to use the data to predict what customers want and then ship the products automatically.

Think of the feelings you get when you see that an Amazon package has arrived at your door — it’s delightful and exciting, even though you know what it is. I bet those feelings are amplified when you don’t know what’s in the box.

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To remain the pioneer in moving the customer experience needle, you need to deliver predictive experiences to your customers that can connect at an emotional level.

And, it is this emotional bond that can turn your customers into loyal advocates.

Share the strategy that has helped you attract and retain customers at every touch point.

 

By: Mohan Krishnaraj
Sr. Director – User Experience
Aditi Litehouse

 

 

Best Practices & Tools for Nailing Customer Experience

“To compete in today’s business world, you must be available, relevant and responsive – all the time.Your customers expect nothing less.” – Shep Hyken – Author of “The Amazement Revolution”

We are happy to share that we hosted a webinar on “The Best Practices & Tools for Nailing Customer Experience” for our US and UK based audience on the 25th and 26th of February this year. This was our first offering and we hope to continue with a series of webinars that are informative, engaging and useful for our clients, and followers.

The webinar was run by our UX champions, Mohan Krishnaraj, Sr. Director of UX and Justin Hamacher, Director of UX. We had a great turnout and the participants enjoyed the discussion which ended with a Q&A session. The conversation revolved around defining customer experience strategy, responsive web design, accessibility, analytics and user research. We wanted our audience to leave with a thought on how to create the future of an effortless customer experience.

In today’s competitive world, companies are certainly thinking about the benefits that come with giving their customers a memorable experience, to entice them to come back for more. The truth is that, this is not a simple process, but  a complex and well thought out strategy that includes many pieces that all fit in to make one unique and effective customer experience.

Our webinar touched on the benefits of having a responsive web presence. According to Mohan Krishnaraj, “A company can create deeper relationships with its customers if it is responsive, available, relevant and accessible. If companies are not using responsive web design, they are doing it wrong.” It’s the perfect time to work on cohesive designs across an array of ever-increasing screens.

As mobile traffic continues to surge, it is essential for marketers to include responsive web design in the multi-screen era we live in. It is necessary to conquer device proliferation and acquire new age customers. Responsive design offers customers an optimal viewing experience across various platforms, allowing businesses to be in front of customers at every step of their online journey.

Responsive design not only makes your website look attractive and device-friendly, it also makes it accessible and structured without clumsy zooming or shrinking. It helps companies increase conversions, transactions and revenue, and this webinar helped all the participants develop these skills. We’re excited about the success of the webinar and plan to continue our series of webinars in the future.

Watch the webinar here

 

 

“How to Design a Site for International Audiences” – Part 3

We’ve reached part three of the series: “How to Design a Site for International Audiences”. This part will deal with the importance of professional translator, maintaining global branding, privacy laws and trivial details.

So Far We Have Looked At:

First part: Focuses on importance of Unicode, understanding the cultural symbols and their symbolic meanings and the symbolism of color. Click here to read the blog.

Second part: Deals with country specific design patterns and the use of flexible layouts to account for language compatibility. Click here to read the blog.

Use Professionally Translated Text for Local Content

While writing content for your localized sites, ensure that your content has been translated by a professional translator and vetted by a cultural authority for that culture to ensure that no careless or glaring mistakes have been made. While it might be tempting to use Google translate or a local employee to do a rough translation, lack of knowledge of translation nuances can lead to some embarrassing results as shown below:

Pepsi’s ‘Come alive with the Pepsi Generation’ slogan reportedly turned into ‘Pepsi brings your ancestors back from the grave’ when translated into Chinese.

Germany was not entirely receptive of Irish Mist whiskey liqueur, Clairol’s mist stick curling iron or the Rolls Royce Silver Mist model. This isn’t surprising when you consider that ‘mist’ is German for ‘manure’.

Also be aware that slang is also avoided as much and what might be considered as acceptable words in a specific language might be considered as very offensive slang in another language.

Also note that names might be called differently or might be spelt differently depending on the language. For example Munich (the capital of Germany) is spelt as “München” In German.

Also note that not only selectable text should be translated but also text which is embedded in images to ensure there is a cohesive user experience and uniformity across the site.

Lastly, note that literal translations should also be done carefully while choosing website names as shown by the example of Holland’s hit festival which whose domain name becomes http://www.hollandshitfestival.nl/

Check out this article Ten Tips for Localization and Translation for additional inputs on best practices while doing translations.

Maintain Global Branding

Though care should be taken that the site is localized to reflect local customs and considerations such as color and local symbols are taken into the consideration while doing the site design, the site still maintains its brand identity to increase trust and acceptance across customers.

Be Aware of Privacy Laws

While designing a localized site, be mindful of the privacy laws of that country. For example, Europe has very strict data collection laws as opposed to USA and we must ensure that there is no violation of that as that can have serious consequences as shown as below:

The absolute worst case scenario is that the EU denies US firms the right to do business in Europe where there is any possible human data transfer back to the US. Some examples include:

  • Bar all e-commerce unless data about Europeans is processed in European and follows the new rules.
  • Airline and Hotel firms could not transfer any data about European customer’s preferences such as eating and seating.
  • Medical research data could not combine European and American data sets.
  • Firms that need data about individuals such as accountant, insurers and investment bankers would be severely curtailed.

There are numerous examples of companies who have made efforts to ensure these laws are met. For example, Citibank in collaboration with the German National Railway made an agreement to collectively launch the largest German credit card offering. In order to get approval the two firms had to negotiate for six months to institute numerous privacy protections to satisfy the new privacy directive. Another example is that Anitha Bondestam, the Swedish privacy watchdog instructed American Airlines to delete all health and medical details on Swedish passengers after each flight unless ‘explicit consent’ was given.

Be Mindful of Small Details

A successfully localized website is one that appears to have been developed locally, even when it wasn’t. Since localization mistakes and oversights can be awkward for website users and potentially embarrassing for the company, ensure you get it right. The last thing any company wants is to turn away potential customers from its website before those visitors ever have a chance to experience the product or service. Generally speaking, website localization means giving some extra attention to things like:

  • Dates: Be mindful of date formats used (DD/MM/YYYY vs. MM/DD/YYYY)
  • Time: 12-hour vs. 24-hour time.
  • Currency: Pay attention to conversions and formats.
  • Phone Numbers: Formats are different around the world.
  • National Holidays: Holidays are country and region specific.
  • Metric Units : Be mindful of the metric units being used in that country
  • Website Language Codes: ISO codes are important to know.

Also be mindful of details such as how consumers in your target country access your site. An excellent example is how Facebook customizes its tagline depending upon its target country. The English page says, “Facebook helps you connect and share with the people in your life.” The Japanese page says, “Using Facebook, you can connect with friends, colleagues and classmates to deepen your connections. Also access Facebook from cell phones and smartphones.”

The thing to notice is that the Japanese page mentions users can access the site with phones, but the English page doesn’t. This is perhaps because this study 95% of the Japanese population is mobile subscribers. To quote the study:

Japan has 125 million mobile subscribers (95 percent of the population), of these 103 million (84 percent of mobile users) are mobile Internet subscribers.

Conclusion

In closing, there is significant research done on the best practices to follow while doing localization on a site. Ensure that you pursue all the research that is available before jumping into a localization problem and follow the best practices recommended to ensure there is little or no embarrassment when the site launches thus driving your site towards greater globalization.

“How to Design a Site for International Audiences” – Part 2

This is the second part of the series: “How to Design a Site for International Audiences”, which will deal with country specific design patterns and design flexible layouts to account for language compatibility.

While in Part 1, we mentioned the significance and impact of color in designing for international audiences, Color is not the only attribute which is country specific. Countries also have design specific constraints which must be evaluated.

Understand Country Specific Design Patterns

There has been an increasing trend in moving towards a cleaner and minimalistic looker with lesser emphasis on chrome and more on content with explicit use of typography. These UI design patterns might not be applicable everywhere as the design layout depends from country to country.  For example, while there is an increasing trend towards minimalistic design patters in US, there seems to be no such movement in most Asian countries where design layouts still has very high information densities.   Taking the example of McDonald’s China, there is an emphasis on communicating a large amount of content to users at a single instant with multiple points of focus. Part of the reason is because users in China are more accustomed to analyzing more information at a single glance and it’s easier to read a lot of content in Chinese.

ImageScreenshot of the McDonald’s China site

However if you have a look at the McDonald’s USA site, the content focus is more on communicating a single point of focus with subsets of information with explicit use of large typography and distinctive call to action buttons as shown below.

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Screenshot of the McDonald’s USA site

Another aspect to consider while designing localized sites is the language structure. Though most languages read from left to right, there are a number of languages which read from right to left(RTL) and hence must be accounted for in terms of design. It should be noted that while dealing with languages which read from right to left, just doing a text translation will not be sufficient and aspects such as placement of design elements and controls must be taken into consideration. For example, the Facebook landing page in Arabic (which is a right to left language) is not just a textual translation of the English version but the corresponding content and control placements are also flipped to read from right to left as shown below:

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However care should be taken before completely embarking on a design orientation based upon the language being used as countries can have multiple languages and designers need to ensure that the language of their target audience is catered for. To quote from the W3C internationalization page

The script may also change by legislation or with changes in government policy. For example, to reach the Azeri-speaking population in Iran, you would use Arabic script. From the late 1930s, Cyrillic was the script of choice in Azerbaijan itself and became policy in 1940. Due to the fall of the Soviet Union; beginning in 1991 a gradual switch to Latin occured, becoming mandatory for official uses in 2001. However, for your target audience and unofficial uses, you might want to use Cyrillic for older audiences and Latin for younger audiences, and most likely both to reach the general Azerbaijani population. If you want to reach all Azeri speakers, you would use all 3 scripts. (Note that there might be terminology and other differences among Azeri speakers in different countries, just as there are differences between English or French speakers in different countries.)

You also should be aware that your choice of script may have political, religious, demographic or cultural overtones. In countries where the language of higher learning was Russian, Cyrillic will be used by educated people. Latin is associated with Pan-Turkic movements, and more generally can indicate Western-tending movements. Arabic script has associations with Islamist movements.

Design Flexible Layouts to Account for Language Compatibility

While designing a localized site, care should be taken to ensure that the form and content elements on the page can account for the differences in language length. For example, German tends to use much longer words than English, whilst many Asian languages require much less space for text than English. This means that if you’re ever translating your website into other languages, it’s best that your content and design are kept as separate entities.

The graphic below gives an example of how a single word can have varying lengths in different languages

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Hence care should be taken that that fixed width structures are avoided and content containers are flexible enough to handle size changes due to the shift from one language to another.

To read the first part, which focuses on importance of Unicode and understand the cultural symbols and their symbolic meanings and the significance of color, click here.

Third part will follow soon.

 

Lead UX Program Manager

Mervin F Johnsingh

“How to Design a Site for International Audiences” – Part 1

A few years back companies could design a site for local audiences and ignore the user base which was beyond their expected demographic of users. However with companies expanding beyond their local demographic and moving their base of operations into multiple regions, there is an increasing demand to ensure that the site design can cater to the requirements of those regions. Designing for multiple regions with different cultural connotation and adopting best website design practices can be a daunting experience. Some best practices in a particular country might be a very offensive practice in another country, therefore requiring us to be extra careful.

Examples to reiterate this point are:

  • A golf ball manufacturing company packaged golf balls in packs of four for convenient purchase in Japan. Unfortunately, the number 4 is equivalent to the number 13 because it sounds like the word “death”.
  • When the US firm Gerber started selling baby food in Africa, they used the same packaging as in the US, i.e. with a picture of a baby on the label. Sales flopped and they soon realized that in Africa, companies typically place pictures of contents on their labels.
  • EuroDisney made a major mistake when it created a multimillion-dollar advertising campaign using the color purple. For the Catholics of Western Europe, purple signifies the crucifixion, and it’s a color of mourning rather than a happy place as Disney sites are known to be. The end result was that EuroDisney flopped.

Due to multiple failures like this, companies are investing more time in understanding the cultural differences and best practices which should be followed while designing sites for international audiences.

Though it would be really difficult to ensure that all the cultural aspects are identified and analyzed before designing a site or application, there are some basic standards which must be followed before implementing a site:

 Work with Unicode

Irrespective of the language which the site is going to be developed in, care should be taken that the development is done in Unicode. Unicode is a computing industry standard, designed to promote and facilitate the consistent representation of text, irrespective of the script. Thus any written language i.e. English, Hindi, Arabic or Hebrew irrespective of whether it reads from left to right or right to left will be catered for as Unicode. The Unicode has a repository of over hundred thousand characters supporting over 100 scripts. The complete list of languages and scripts supported by Unicode can be seen at the Unicode Consortium CLDR’s chart pages.

ImageThe most common character encoding for Unicode is UTF-8, which is a variable-length encoding representing every character in the Unicode character set. And, unlike UTF-16 and UTF-32, it is backwards-compatible with ASCII, meaning UTF-8 is increasingly becoming the default encoding system for e-mail and websites.

Understand Cultural Symbols and Their Symbolic Meanings

While choosing graphics for a site, we must stay sensitive about its meaning according to the culture where the site is going to be launched. While certain symbols might be accepted almost everywhere around the world, seemingly innocent and daily symbols might be a cause for specific spite in some countries. For example, the “thumbs-up” gesture is used in many countries as an affirmation of success or approval. As a matter of fact, Facebook’s “Like” symbol based upon the thumbs up gesture which has general acceptance. However, in modern day Afghanistan, Iraq and parts of Greece, Italy and France this simple gesture can be considered as very impolite. In fact, it is often considered as the equivalent of the “middle finger salute” used in the US and UK.

Another example is the Swastika: most of us will associate it with the Nazi movement. But for Hindus, it is the symbol of good luck and well-being. The swastika is used in all Hindu yantras and religious designs.

Similarly while the color green is considered very lucky in Ireland, a green hat is considered very offensive in China where it symbolizes infidelity.

Understand Color Symbolism in Different Cultures

One aspect of design that can have far reaching and sometimes unintentional effects on readers is color. Colors have different meanings in different cultures and therefore   designers must ensure that the color combinations used while designing a website do not affect local sensitivities.

Understanding color can be a tricky challenge and many color meanings can almost seem contradictory — particularly in the West, where color meanings are extremely broad.  Also certain colors are strongly associated via culture to emotions and beliefs and even historical facts (e.g. Yellow in China is considered as the color of the emperor and hence considered as royalty). Some interesting color representations and their cultural symbolisms are given below:

ImageReference: Colors in different cultures

McDonalds is an excellent example of a global organization which designs their local sites to reflect not only the local design standards but also the culture.  To show an example of their use of color to reflect their respect the local customs, take the example of the local sites for India and Kuwait.

In India, the color red is used as an example of purity and hence McDonald’s follows a color scheme which is very reddish in color as shown by this screenshot

ImageHowever in Eastern countries, Red is denoted as dangerous or evil and McDonald’s reduces the red tone in the color just keeping enough for the branding

ImageThe screenshot above is the screen shot of the English page of McDonalds of Kuwait

There is an excellent article Color and cultural design considerations which should be read to get a deeper understanding of how color is perceived in different countries

Second installment of the blog is coming soon!

Lead UX Program Manager

Mervin F Johnsingh