We all know that the key to conversion is helping your visitors easily find what they’re looking for, and moving them through an unhindered checkout. One way to accomplish the first half of this task is by applying filters on your site that visitors can use to narrow in on results. But, how do you know if your site’s filters are your friend or foe?
There are many ways to go wrong when applying filters to your site. Chances are, you have first-hand experience with more than one of them. To create successful filters, it’s important to understand your visitors and how they shop. Not sure about how to get that kind of insight? Sites like Usertesting.com and services like FutureNow’s OnTarget for e-commerce sites, which includes persona building, can help you better understand who your visitors are so you can create a more a customized experience for them, even beyond filters.
It sounds silly, I know. But I’ve seen it time and time again: I select a filter to narrow down results and receive results that aren’t even close to matching what I’m looking for. This not only distracts your visitors, but acts as a blaring “DON’T TRUST THIS SITE” neon sign. Nobody wants that. If you have a filter on your site, make sure that the results are actually reflective of the filter! If your filters aren’t functioning correctly, it’s best to simply remove them from your site. Non-functioning filters not only erode value, they are destroying your credibility, and credibility is king in the world of e-commerce. Furthermore, this is also a very avoidable problem. If you don’t have the time to check the filter yourself, get an intern, or pay your 15 year old daughter/niece/neighbor $20 to go through using the filters on your site. If any of the filters are broken, it’ll be the best $20 you spend that day.
Second only to filters that results in non-matching “matches”, are filters that result in no matches! You’ve just told your visitors that you don’t have what they’re looking for and sent them off with a pat on the back to one of your competitors. If you’ve got a filter for it, and you don’t have a product to match, why does that filter exist? Eliminate it. If, however, you allow your visitors to filter down by multiple filters at once and a single combination results in “0 Results” you could display a polite message saying “Nope, sorry, we don’t have this exact match but…” and then display 3 products that most closely match the filters. Be aware that there’s still a risk that visitors will leave, and if this happens for more than a few filter combinations, it’s time to reexamine allowing visitors to filter down by multiple filters. Remember, the number 1 excuse for a visitor to exit is to lead them to a dead end.
Last summer, I was helping a friend shop for a “new” used car online. I had certain parameters including budget, mileage, and type of vehicle that I was searching within and was shocked to find on some car websites that often these filters didn’t even make the top 3! I’m no car buff, but I thought these three characteristics were the bare bones when looking for a car. Do people really begin searching for a new car based on the color? My final filter pet-peeve is when the filters don’t take into account how visitors shop. When creating filters, it’s important that you use ones that matter to your visitors! Imagine the top three things a visitor would say if they entered your (imaginary) store “I want a blank that’s blank, blank and blank” These should be the top filter categories. Similarly, if you’re in an industry that is very specific (construction materials comes to mind) this should be reflected in your filters.
Moral of the story when it comes to filters: if they’re not helping visitors, they’re hurting you. Filters are intended to make a visitor’s experience more efficient and move them through their buying process more quickly. They should not create unnecessary barriers. If they don’t work properly, or result in no matches, you don’t need them. Find out how we can help you improve your site’s filters.