Internet users are more and more sophisticated these days and aren’t granting businesses any slack when the web site is less than professional. The Boston Globe article When Bad Web Sites Happen to Good Restaurants highlights common complaints people make about restaurant web sites. Those complaints apply to all web sites so I’ve made a checklist.

Common Complaints

• Flashy animation is annoying because it wastes time downloading and can freeze a computer with low memory
• Out of date information earns scorn and derision
• Background music, especially droning techno
• Difficult to find information, such as location and phone number
• Stock photography, people recognize and don’t respect it.
• Amateur photos, amateur photos are characterized by one or more of the following:
  • pixilation – caused by not knowing how to size a photo for the web
  • blurry image – caused by a shaking camera or using a low resolution photo from a cell phone
  • bleached out or murky images – caused by not knowing how to properly light a photograph
  • poor composition (distracting backgrounds, for example)

An Annoying Restaurant Web Site

I’m sure the food at Firefly’s Bar-B-Q is great, but their web site is annoying.

• The splash screen makes for an extra click to get to the information. And the flying insect animation seems juvenile.
• Even though the looping music on the home page has a good beat, I can’t stand listening to it over and over and it’s driving me crazy when I click between this page and other pages, or leave the home page open in the browser.
• Confusing navigation. One menu with drop down sub menus would be easier to follow.

I’m Looking for a Good Restaurant Web Site

I wanted to post an example of a good restaurant web site. After looking for over an hour, I’m going to give up for now. I’ll keep looking and when I find one I’ll post it. In the meantime it’s curious why all the restaurant web sites I looked at are so bad. I believe the core reason is the restaurant business is a tough one. An independent restaurant doesn’t make a huge profit so they might skimp on spending a lot on a web site.

A Better Web Site for a Small Business is Possible

The challenges for any small business that wants a web site are the cost, keeping up with changing trends, and updating information quickly. A good web designer can help you by building your site in affordable stages and guiding you towards results that are professional and usable.

Analysis by Smart Alice Web Design, smart web design for businesses who want a unique and effective presence on the internet.

Copyright 2011, Alice Gebura, All Rights Reserved.

Another argument emerges for simple web design (see my previous post  Creating Your Web-Scape)  in Drake Bennett’s article on cognitive fluency, Easy=True. Cognitive fluency is  the psychological precept that “people prefer things that are easy to think about to those that are hard…In any situation where we weigh information, fluency is implicated in our decisions about everything.”

In a nutshell, when information is easier to mentally process, people feel attraction and belief.  The opposite,  disfluency – making things difficult to grasp,  creates a cognitive roadblock that makes people wary and uncomfortable.

While this might seem intuitively obvious, evidence abounds that plenty of businesses (and web designers) don’t get it.

Bennett’s article is a terrific resource for more information on fluency and disfluency and the supporting research.

For the purpose of this blog let’s take a look at the practical implications of fluency and  disfluency in terms of web design.  Keep in mind this is all based on research, not my own preferences.

Disfluency:the art of making things difficult -

Web Design that Loses Business

Here are some characteristics of a disfluent web site that will leave web site visitors with a negative impression.

Inaccessibility

• Unfamiliar words (for example, technical jargon and acronyms)
• Names and words that are difficult to pronounce
• Complex syntax
• Illegible text (see my previous post The Dog and the Lotus)
• Missing information or convoluted instructions
• Functions that don’t quite work

Sensory Overload

• Overcrowding the page
• Visual distractions
• Multiple columns of disparate text
• Little or no white space
• Flickering animation

Inconsistency

• Confusing navigation
• Poor organization

Fluency:the art of making things easy to understand -
Web Design that Encourages Business

Here are some characteristics of a fluent web site that subliminally suggest to visitors that your business is reputable and trustworthy.

Repetition

• Consistent navigation and page layout across the web site
• Artful repetition of key ideas(note: repetition is good, redundancy is bad – know the difference)

Clarity

• Legible fonts and color coordination
• Plenty of white space
• Language and syntax that everyone can understand

Simplicity

• Message boiled down to its essence
• Graphic design and content that are easy to assimilate (accessible) both visually and conceptually

Web Site Analysis: The Glass House

Let’s take a look at the web site for The Glass House and see how well it does fluency wise.

Repetition: The grey box is repeated throughout as the background to the title (I like the opacity that reminds us of the see through quality of glass), the background in the drop down menus, and the background for other important pieces of information.

Clarity: The site contains a lot of information,  notice how it’s been logically organized and categorized.

Simplicity: One column layout, plenty of white space.

Verdict: Fluency.  I’m convinced this is a reputable organization dedicated to professionalism on all levels.

Analysis by Smart Alice Web Design, smart web design for businesses who want a unique and effective presence on the internet.