We have been designing a new website at work.
This has been an interesting journey because our focus of our website is to make the experience for the customer as easy as possible.
While doing so, we have been very cognizant of confusion. We want to make things clear and simple to avoid the split second frustration and bounce factor with our customers.
The interesting part of this journey has been to really tune into myself and what happens when I start to get confused.
I have been paying close attention to my confusion everywhere – on other peoples websites, in stores, and even down to when I’m trying to make a plan or learn something new.
Confusion is a total momentum killer.
I don’t mean total confusion, I mean a little bit of confusion. Where I’m not entirely sure about what I’m being asked, what I want, or what matters most.
It stops me dead, and lots of times I will walk away not having made a decision, a purchase, or a commitment.
The one thing that always pushes me through my confusion is pure determination to get somewhere – if I don’t have that – I’m stuck.
I knew clarity was important to moving forward, but I hadn’t ever stopped to think about how confusion was the antithesis – and the total derailment that it causes.
If you have any confusion about who you want to be, where you want to go, how you want to show up – you probably aren’t going to do it.