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CMO & CTO

Closing the Bridge Between Marketing and Technology, By Luis Fernandez

Your visitors want experiences give them clarity

Posted on April 22, 2018 By Luis Fernandez

Clarity is the experience

Everyone talks about experiences. Your visitors just want clarity.

People arrive from Google on their phones, with bad coffee in one hand and three other tabs waiting. Facebook is on fire for privacy. Google just started rolling out mobile first indexing. Consent prompts are about to show up on every site. In that swirl, the one thing that cuts through is clarity. Not clever. Not cute. Clarity. Tell me what this is, why it matters, what I should do next, and what I am trading to get it. If you do that in the first screen, you get hearts and clicks. If you bury it, you bleed both.

Clarity is the fastest feature you can ship.

Perspective beats features

Most pages read like a punch list. Feature one, feature two, security badge, promise of delight. That makes you sound like everyone else. Give me perspective. Put a headline up top that says your point of view. One sentence. Then a subhead that sets the frame. Who is this for, what problem are we fixing, and what is different about your approach. Add one primary action. Everything else can wait. If you need proof, bring a short line of social evidence that matches the claim. Not a wall of logos. One quote that says, we moved from Y to Z and here is the result. Pair that with speed. If your first paint is slow, your perspective never lands. Clarity plus fast is a cheat code.

Say who you are for and who you are not.

Decisions beat options

If your interface looks like a breakfast menu, people freeze. We add options to be helpful and then wonder why conversion sinks. Make fewer decisions for visitors so they can make the one that matters. Keep the top navigation to five items or less. Use one primary call to action and one quiet secondary for folks who are not ready. On pricing, stop the seven plan grid. Three is fine, with a clear recommended choice and a short line that says who should pick each one. In signup, offer email or one fast identity, not a parade of social buttons. On forms, ask for what you need to deliver value and nothing more. If you want chat, set one useful path rather than a maze of quick replies. Make the next step obvious, not busy.

Fewer doors get more opens.

Tradeoffs are not flaws

Clarity means choosing. You cannot have all the motion and all the speed on the same page. You cannot track every click and also promise clean consent with a straight face. So name your tradeoffs. Choose fast, readable pages over heavy effects. Pick copy that says what something does over brand poetry. For consent, start simple, explain with plain words, and let people change their mind later. If you are debating AMP versus a more flexible build, ask if you really need the extras or if a tuned normal page would do the job. If a hero video drags the first screen, freeze a single crisp frame. If your app hides behind a loading spinner, render the shell first and give real progress. Say no on purpose and your yes will ring louder.

Name the tradeoff so your team can back it.

Practical clarity moves you can ship this week

Rewrite the hero block on your top page. Headline with a point of view. Subhead with the value in one sentence. One primary action with a verb that matches the job, like Start free trial or Book a demo. Under that, add one line of proof with a number that matters, not a vanity metric. Clean your navigation. Turn labels into plain language like Pricing, How it works, Customers, Sign in. Fix your forms. Trim fields to the minimum you need to deliver value on day one. Add placeholders that show the format you want and error text that explains how to fix a mistake. Swap mystery icons for words on mobile. Write microcopy that says what a click does before you click, not after. Put the most common answer at the top of your help page. Move anything slow below the fold or cut it. And measure with a clear before and after so the team sees the win.

Pick three and ship by Friday.

Make it measurable

Clarity is a feeling for visitors and a set of numbers for you. Define a north star for the next cycle. Time to first action is a good one. How many seconds from landing to the first real click. You can track that with a simple event. Completion rate is another. How many people who start a flow finish it. Watch your site search too. If people keep typing price or cancel, your page is not answering basic questions. Run an A B test on your primary message and measure clicks to the next step, not just scroll depth. Look at mobile first. If half your traffic is on phones, that is the main stage. Use a speed check and fix the biggest offenders first. Images that weigh a ton and third party scripts are usually the culprits. Measure what the visitor feels, not just what your dashboard shows.

If it is not felt by visitors it is not real.

Why this matters right now

Trust is shaky after the latest data mess. Consent prompts are about to pop up everywhere. Google is telling us that the phone is the default. Voice is creeping into the living room and the car. Every one of those shifts rewards teams that say things plainly and make choices obvious. The winners will not be the ones with the most tabs or the flashiest effects. The winners will be the ones who greet a busy person with a clean story, a fast page, and a clear next step. Clarity travels well across platforms, across channels, and across attention spans. It is respect in product form.

Clarity gets shared because it saves time.

Make clarity your product.

Digital Experience Experience Strategy Customer ExperienceUser Journeyuser-experience

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