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We have a new home page! And supporting marketing pages!
Our new home page is designed to be as simple as possible, and aesthetically pleasing. It has two gateways:
“Customer”: Here is where our users can get a better overall view of Get Satisfaction. We explain how it works, show you people who help out on our site answering questions for people, list some of the more prominent companies in our system, and encourage new users to get started and jump right in.
“Company”: This section provides a straightforward gateway to our pricing plans and other marketing details. Testimonials, sign-up info, FAQs, case studies, the Company-Customer Pact -- all of the things employees might want to know about Get Satisfaction.
We hope you like it. Let us know what you think.
“Customer”: Here is where our users can get a better overall view of Get Satisfaction. We explain how it works, show you people who help out on our site answering questions for people, list some of the more prominent companies in our system, and encourage new users to get started and jump right in.
“Company”: This section provides a straightforward gateway to our pricing plans and other marketing details. Testimonials, sign-up info, FAQs, case studies, the Company-Customer Pact -- all of the things employees might want to know about Get Satisfaction.
We hope you like it. Let us know what you think.
I’m out front
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Inappropriate?Hi i like the new look, but to be truthful i didn't use the site and found it i wouldn't really use it... I recommend that you add bright colors. -
Inappropriate?Okay, that's one vote for bright colors. Duly noted.1 Comment
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Hey Eric..
No offense but your designer should of known about have bright colours to attract users. Also i think you should have a sign up like yola on the homepage
http://www.yola.com
It would be convenient for new users. At the moment it looks like a selective site for particular people to sign up.. And its hard to see the sign in and signup on the top right -
Inappropriate?hhmmmm... i'm sorry GS team. I think the previous homepage, though a little cluttered, did a much better job of telling the visitor what GS stands for, what it does and how it does it. this new page is too... mysterious(?)
If you really want to clean up some clutter, please please look at people's dashboards(!, which a number of people, including myself, have already told you needs cleaning up :)
I’m gonna say "nice try!"
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Inappropriate?Hi Rene,
Thanks for the much-valued feedback.
Perhaps a little explanation about "why" would make you more of a fan of the new home page? :)
As you know, we straddle this unique position of serving both consumer customers and corporate customers. We have historically tried to communicate to them both on one page and we finally came to the determination that that solution wasn't fully meeting the needs of either group.
We were inspired by the old "Need Hay" / "Have Hay" government web site, actually. This way we could allow users to quickly self-select which context was best for them at the time they hit our home page and they could then go to a page that spoke directly and only to them.
But if you find that the page is too mysterious then it sounds like we may need to do more to give a better general overview.
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Inappropriate?Hi Rene,
Amy did a great job of summarizing our home page approach in the last redesign. We were trying to speak clearly to our two distinct audiences and wanted to do a better job at serving both of their needs. Here's a little more background about the shift...We were hearing that our corporate customers wanted to hear more about our value proposition and also see traditional marketing pages - like plans and pricing, etc. So we knew we had to give those things more prominence and didn't want them cluttering up the experience for people/consumers looking to get help with problems or wanting to share an idea with a company.
I too would love to know more about what you would like to see on the home page. We will certainly rev it again in the near future so getting a better understanding of what you think are the right story telling components would be helpful.
Thanks so much for your comments!
Wendy
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Inappropriate?I like the new look, and colors but the usability needs some testing and improvement from this user's point of view.
I arrive at GetSatisfaction mostly to check on forums and to search, but it appears the search box is a log-in box, since the text for log in or new account is to its left of the search. I suggest changing the order, swapping the login to the right, and make the search more centered, even though this sacrifices the symmetric design and balanced look of the top.
Continuing, as a "customer" (individual user looking for support)
[and I didn't know I was a customer],
I'm mainly trying to check on issues people have discovered or found, and I'm not going to log in unless I'm going to post something, either a question or a reply. The access to just getting into the forums, for the person familiar to your service is a tiny box (in the upper right corner). You've got to serve your regulars well, and not annoy them with a sales pitch every time they arrive. They know whats so great already about GetSatisfaction.
It's an improvement that the search for products and companies has been combined, but when the search fails (perhaps for mis-typing, or because the service is listed, but not the company, or mayt be because the user typed the address (someservice.com) or whatever) the offer to sign up a new company name is not so welcome. (And it is desirable to get most of the companies or services web addresses (someservice.com) into this apparently unified search database.)
When clicking on the gloriously big "customer link" I don't get improved access to the support forums, but again have the tiny search box in the upper right. So that means for the second time this user was not quite finding the "obvious entry point" in using the support forums.
For example, the (sales) example for some company's support topic is bigger than the box to enter the forum.
I hope those details help your perspective on next steps.2 Comments Add a comment
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That's some great feedback, Redtexture. Thank you for taking the time to post it and give us so many specific examples. I'll be sure to share this with the product team. I know they'll appreciate it!
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Adendum:
I suggest taking a look at your traffic.
Although it is split two ways, between companies and users, I suspect that the primary cause of traffic is users of services. Hence, the desirability of letting them into the forums in a clear way. (And the same goes for ongoing company users, if their access is as hazy as for "customers). -
Inappropriate?I think your new home page is a real disadvantage. Its confusing and most importantly, fails to get the visitor involved right away. When I first saw get satisfaction, it was the fact that you had big name companies already on board that got me interested. If it wasn't for the listing of companies that were already here on the front page, I would never have given get satisfaction a second glance.
I made a quick mock up Just to show a little more of what I think it should be like. Just ignore the white bit with the logos, I didn't have the time to extract the white background from all of them. It gets the idea across anyway.
In short, I think the old page was the best, but if you're going to go for something a little simpler, just make it look nicer (as it's a bit plain), explain/show the ways people can add input (praise, questions, etc) and add some big names so people know you're legitimate.
I’m unsure about the new layout
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Nice job. I do like some aspects of this quite a bit.
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Inappropriate?Hi Sam,
Thanks so much for your ideas and your mock up. The big named companies were what interested me at first as well. I like what you've done and we definitely need to update this page soon. We're currently working on a redesign of the top level community / company pages. But after that happens I'd like to address the issues you pointed out in your post.
Later today Thor will be posting a comp of our revised company page on our blog. If you have the time, take a look and let us know if you have any suggestions.
Wendy
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Inappropriate?Lots of great ideas flowing around and into this project already! Just thought I'd add...
I kind of remember the old page seemed so "alive" which I feel I liked better as I look at the new page which is much more staid. The color-choice doesn't help in this regard either. Would you consider making it lighter?
I think the old page had a box somewhere which kept cycling through newly posted topics and answers and such good stuff - very alive again. And as mentioned by Sam I remember the logos of the the bigger companies and I do think those were important too.
I also agree with Redtexture that the traffic from product-users should be given more facilitation; they are the prime movers of this site making it build-out more and more each day and, as some say, "if we build it, they (the companies) will come."
Can't wait for the page update!
I’m confident
2 Comments Add a comment
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Thanks for the additional insights, Rene!
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Hi Rene. We're talking about moving the top level home page in a similar direction to the concepts you mention in your post. The top level page does need to feel more alive. Thanks again for all of your great ideas.
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Inappropriate?From the point of view of a first time web visitor, I can say that I need only one thing to see clearly: what the site is all about. What can I do here? How can it help me? I need to learn this in a glance. A few keywords, no more than three sentences, maybe a diagram. Or some visual metaphore (picture). That's all I want to see, everything is a distraction, clutter, nonsense, boredom.
CHAMP
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