How Not to Drive Users Away from a Website
July 15, 2015
Writer and web psychologist Liraz Margalit at the Next Web has some important advice for websites in “The Psychology Behind Web Browsing.” Apparently, paying attention to human behavioral tendencies can help webmasters avoid certain pitfalls that could damage their brands. Imagine that!
The article cites a problem an unspecified news site encountered when it tried to build interest in its videos by making them play automatically when a user navigated to their homepage. I suspect I know who they’re talking about, and I recall thinking at the time, “how rude!” I thought it was just because I didn’t want to be chastised by people near me for suddenly blaring a news video. According to Margalit, though, my problem goes much deeper: It’s an issue of control rooted in pre-history. She writes:
“The first humans had to be constantly on alert for changes in their environment, because unexpected sounds or sights meant only one thing: danger. When we click on a website hoping to read an article and instead are confronted with a loud, bright video, the automatic response is not so different from that our prehistoric ancestors, walking in the forest and stumbling upon a bear or a saber-toothed hyena.”
This need for safety has morphed into a need for control; we do not like to be startled or lost. When browsing the Web, we want to encounter what we expect to encounter (perhaps not in terms of content, but certainly in terms of format.) The name for this is the “expectation factor,” and an abrupt assault on the senses is not the only pitfall to be avoided. Getting lost in an endless scroll can also be disturbing; that’s why those floating menus, that follow you as you move down the page, were invented. Margalit notes:
“Visitors like to think they are in charge of their actions. When a video plays without visitors initiating any interaction, they feel the opposite. If a visitor feels that a website is trying to ‘sell’ them something, or push them into viewing certain content without permission, they will resist by trying to take back the interaction and intentionally avoid that content.”
And that, of course, is the opposite of what websites want, so giving users the control they expect is a smart business move. Besides, it’s only polite to ask before engaging a visitor’s Adobe Flash or, especially, speakers.
Cynthia Murrell, July 15, 2015
Sponsored by ArnoldIT.com, publisher of the CyberOSINT monograph
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