I was recently interviewed by the Independent on Sunday to get a design perspective on why Friends Reunited ultimately failed. However rather than the design of the site, I think the design of the system was ultimately to blame.
Each year, hundreds of assorted geeks will get the chance to speak on a panel at SXSW, many for the first time. I've witnesses some truly inspiring and thought provoking sessions at SXSW. However I've also had to sit through my share of turkeys, from the mind numbingly boring to the painfully embarrassing.
A lot of companies make money by driving traffic to their sites through marketing or SEO campaigns in the hope that some of their visitors will turn into customers. This makes sense when attention is plentiful and online marketing is cheap. However as marketing costs rise and attention becomes increasingly scarce, companies need to look outside of the traditional marketing funnel. Rather than simply increasing traffic, companies need to start focussing on conversions. After all there's no point spending large sums of money pushing people to your site if they leave when they get there.
The traditional approach to product development involves coming up with new idea and then driving as many people towards that product as possible, in the hope that some of them will want it. As such we adopt the language of marketing, and talk about marketing funnels and conversion rates. If our marketing department has done a good job they will have created a campaign that not only generates traffic, but creates a previously unrecognised need. Tired? Need a break? Why not have a KitKat?
I remember reading a story once about an octogenarian discussing her most prized possessions with a researcher. She shows the researcher an iron that's been going for over 40 years and explains how she had to scrimp and save to buy the product and how it ended up out living even her husband. Quizzed on why she spent so much money on the iron she said "I'm too poor to buy cheap!" Too poor to buy cheap. That simple phase really resonated with me and has stuck with me ever since. Cheap is quick. Cheap is dirty. Cheap is disposable. Cheap breaks. Cheap costs money. It costs money to fix, it costs money to replace. Cheap seems like a good idea at the time but cheap fails when you most need it. Cheap is flimsy and unsatisfying. Cheap is inefficient. Cheap gets in your way. Cheap costs you time and it costs you customers. Cheap always cost you more in the end. That's why I can't afford to buy cheap. Can you?
The logic goes like this. The traditional marketing funnel is broken. You can't just throw a bunch of money at an advertising campaign and have that turn into customers. At least not to the levels you could when there were just three channels or four channels of communication. The web and social media has changed all that. So rather than waiting for customers to come to you, you have to go to them and engage with them in the same way they engage with each other. So that means blogs, that means Twitter streams and than means Facebook applications. Basically that means moving your marketing messages into the social media space . Most companies have little idea how the web works, let alone how people use it, so in order to reach this new generation of consumer, they hire the services of a Social Media Consultant.