If you’re involved in customer experience, UX or service design there are four browsing/searching behaviors that are crucial to understand and consciously design for — especially if you're selling things.

Discovery

These people are just nosing around — maybe they just heard about the brand, or walked in out of curiosity. Your goals: get them familiar with your brand and range of products or services, establish a relationship / dialogue and entice them to look more closely.

Categoric

These people know the kind of thing they want — a savings account, MIG welder, whatever — but aren’t sure exactly which one is best for them. Your goal: become an ally in their decision-making. Communicate the rationales of each offering clearly, facilitate comparison, and demonstrate trustworthy expertise.

Known Item

These people know exactly what they want. Get them straight to the product or information they want with minimal fuss.

Re-finding

Many don’t buy on a first visit, browse extensively, or want to re-purchase. Making it easy to re-find things later will ultimately help you sell more. Nail 'em all and reap the benefits.

Disclosure: I learned this from a blog 15 yrs ago and adapted it over the years. To whoever wrote it — thanks for all the times you made me look smarter than I am.

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