I recently took a trip to the state capital. During my travels I inadvertently, and despite my best efforts, incurred a toll on a new toll road. My travelling companion reassured me that paying the toll was easily done… of course it wasn’t.
I went online and I saw several options for buying passes (prior to travel) or paying for a toll after having received an official notification but neither of these applied to me. I had incurred the toll without having a pass but had not yet received a notification… so there didn’t appear to be an option for me.
So for me as a first time visitor to the site it was not user-friendly at all.
It took me a while but I eventually figured it out… after some time, effort, and anxiety.
Here’s the point… when people visit your website, or your club, they are looking for an indication that you are capable of dealing with someone just like them (because they are just like them). They are looking for the best option for them and they want it to be obvious (so they don’t have to look very hard)… if it’s not obvious it might as well not exist.
Most clubs aren’t as user-friendly as they like to believe because the club user is increasingly a beginner… and most clubs aren’t beginner friendly.
Comments