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Website Design: Building trust with potential customers

The digital world offers many ways of reaching your customers. Website visitors decide within seconds whether they stay on your website and look further into your products or services, or if they go elsewhere.
Building customer trust • Ensure you conider the influence of your website design • KAYBE
Building customer trust • Ensure you conider the influence of your website design • KAYBE

Table of Contents

Building customer trust happens quicker than you may think…

Often compared to a window shopping, your website is the first stop for so many potential customers. Only difference is that this high street is global, with little restrictions on the true reach of your businesses’ potential. Now, this ultimately doesn’t apply to every business, as if you’re a local plumber, the ability to showcase your business to someone in Africa or France, is well, somewhat useless, so with this in mind this blog explores how businesses from one-man-bands through to large enterprises can maximise their digital reach.

How can I build customer trust and ensure I have the perfect website design?

The first impression your website gives off counts for more than you may realise. How your business is presented is what helps a potential customer decide if they should trust your business. Trust signals have been repeated in numerous studies, both online for things like websites, and digital ads, as well as offline for things like shop fronts, billboards etc. There are many factors which contribute to trust, including the layout, the website design, ease of navigation as well as accessibility of information.

But how to do you go about building customer trust?

Let’s take some real world examples to first explore. We have tried to keep this as much of a ‘fair test’ as possible, by looking at two businesses, both in the same industry, and both independent, as opposed to leveraging the brand influence of a chain to sway your initial thoughts.

Coleman Opticians, Norwich
© Google Street View

Brad Abrahams Opticians, Bath
© Google Street View

Naturally most individuals would levitate towards the second shop front, Brad Abrahams, due to it’s dark colour scheme, signature-style logo and designer frame imagery in the window. This is trust built on first impressions, your immediate gut feeling.

Now, let’s take a closer look. At the time of writing (17th January 2020) Coleman Opticians, had a higher Google review rating than Brad Abrahams, also Coleman Opticians had won Family Opticians of the Year award, 2019 awarded by Opticians Awards. (Well done on this Coleman’s that’s no mean feat!)

Let’s now bring this back round to online, and how this links to the importance of a website design and how it can influence building customer trust.

Your attention span online is much shorter than offline,  this means you have to convince ‘passing trade’ or visitors to your website, in a fraction of the time.

To ensure that your visitor, who you have worked hard to attract through optimising your search visibility, stays on your website, your design needs to be easy to understand, should be clearly structured and enable them to either get what they are looking for, i.e. to buy online, or to find the information they are seeking, or even answer to a question/find contact details.

This so-called user experience is something a website design agency like KAYBE would always keep in mind when creating your website. The fun doesn’t stop there, it is also important to consider the user experience for a user viewing your website on a mobile device or tablet, while ensuring you keep the values and design consistent from one to the other.

Now, to someone who is new to this, it can sound complex, but as the image at the top of this blog suggests, it really is passion that’s lead us here. This is our day-to-day business, it’s what we get out of bed for and get excited about!

Building customer trust into designs that influence users

From user experience studies we know that a user is influenced by every colour, by every feature and even every word. Building customer trust isn’t something new for the digital world – in 2009 Carlos Flavián, Raquel Gurrea and Carlos Orús from the University of Zaragoza in Spain found out, that the web design is a key factor for the website success.

There have seen many tests, where a group of individuals are unknowingly presented with one design, (design A), and another group presented with a different design (design B). As marketers, we call this A/B testing, or split testing. We are then able to measure the success of a design, and better understand what converts better. A clean design, with a bold brand, and minimal content, or a densely packed website, with lot’s of information and text.

Users love a simple, convenient design on every device.

You can measure this through simple KPIs, such as a decrease of the bounce rate (someone clicking through onto your website and then bouncing straight back off), higher conversion or click through rates, or even longer times spent on the website (we call this dwell time).

If you are interested in improving these KPIs, you should always consider to review and tweak your design.

Could a refresh to your website help your business?

One way to find out... Talk with KAYBE

Why should I choose a website design agency?

All of the factors we have listed above are easier said than done. We don’t doubt that you know your website well, nor that you know what your customers want. What we can help with is broadening the potential of your website by helping you reach new potential customers, by crafting a look and feel that has a much wider appeal.

We bring a fresh pair of eyes (pardon the pun!), experience in website design and come armed with a deep understanding of user behaviour.

It’s all about finding the best way for your requirements while meeting your prospects or customers’ expectations. With all of this considered, we bring not only the ideas but also the facts and KPI measurement that we can apply to your website in order to prove the changes are right, and help you improve on where they are not. We are there to make your job easier. It’s what we do. Fancy a chat? Let’s talk…

About the Author

I’m Christiane, one of the proud MegaMarketers here at KAYBE. Hi and hello from me to you. I started in marketing long before my career started, supporting sports teams in getting sponsorships and organising school events which ended up being big successes.

I’m passionate about marketing and the tech to make it happen – isn’t it exciting when automation works? In my spare time I love seeing my family, going for walks with my dog and spending time with my horses; enjoying nature and a non-techy environment.

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