Feature Archives | Conversion.com

Introducing: The 9 experimentation principles

At Conversion.com, our team and our clients know first-hand the impact experimentation can have. But we also see all too often the simple mistakes, misconceptions and misinterpretations organisations make that limit the impact, effectiveness and adoption of experimentation.

We wanted to put that right. But we didn’t just want to make another best-practice guide to getting started with CRO or top 10 tips for better experiments. Instead, inspired by the simple elegance of the UK government design principles, we set ourselves the challenge of defining a set of the core experimentation principles.

Our ambition was to create a set of principles that, if followed, should enable anyone to establish experimentation as a problem solving framework for tackling any and all problems their organisation faces. To distill over 10 years of experience in conversion optimisation and experimentation down to a handful of principles that address every common mistake, every common misconception and misinterpretation of what good experimentation looks like.

Many hours of discussion, debate and refinement later, we’re happy to be able to share the end product – the 9 principles of experimentation.

Here are the principles in their simplest form. You can also download a pdf of the experimentation principles that also includes quotes and stories we’ve gathered from experimentation experts at companies such as Just Eat, Booking.com, Microsoft and Facebook. A few snippets of those quotes are included below as a taster.

DOWNLOAD PRINCIPLES PDF

1 – Challenge assumptions, beliefs and doctrine

Experimentation should not be limited to optimising website landing pages, funnels and checkouts. Use experimentation as a tool to challenge the widely held assumptions, ingrained beliefs and doctrine of your organisation. It’s often by challenging these assumptions that you’ll see the biggest returns. Don’t accept “that’s the way it’s always been done” -to do so is to guarantee you’ll get the results you’ve always had. Experimentation provides a level playing field for evaluating competing ideas, scientifically, without the influence of authority or experience.

It was only when we were willing to question our core assumptions through interviews, data collection, and rigorous experimentation that we found answers to why growth had slowed... Click To Tweet

-Rand Fishkin, CEO and Co-founder, SparkToro

2 – Always start with data

It sounds trite to say you should start with data. Yet most people still don’t. Gut-feel still dominates decision making and experiments based on gut-feel rarely lead to meaningful impact or insight. Good experimentation starts with using data to identify and understand the problem you’re trying to solve. Gather data as evidence and build a case for the likely causes of those problems. Once you have gathered enough evidence you can start to formulate hypotheses to be proven or disproven through experiments.

3 – Experiment early and often

In any project, look for the earliest opportunity to run an experiment. Don’t wait until you have already built the product/feature to run an experiment, or you’ll find yourself moulding the results to justify the investment or decisions you’ve already made. Experiment often to regularly sense-check your thinking, remove reliance on gut-feel and make better informed decisions.

4 – One, provable hypothesis per experiment

Every experiment needs a single hypothesis. That hypothesis statement should be clear, concise and provable – a cause-effect statement. A single hypothesis ensures the experiment results can be used to evaluate that hypothesis directly. Competing hypotheses introduce uncertainty. If you have multiple hypotheses, separate these into distinct experiments.

5 – Define the success metric and criteria in advance

Define the primary success metric and the success criteria for an experiment at the same time that you define the hypothesis. Doing so will focus your exploration of possible solutions around their ability to impact this metric. Failing to do so will also introduce errors and bias when analysing results—making the data fit your own preconceived ideas or hopes for the outcome.

Any targets drawn after the experiment is run should be called into question. The evidential value of an experiment comes from targets that were drawn before we started the test Click To Tweet

-Lukas Vermeer, Booking.com

6 – Start with the minimum viable experiment, then iterate

When tackling complex ideas the temptation can be to design a complex experiment. Instead, look for the simplest way to run an experiment that can validate just one part of the idea: the minimum viable experiment. Run this experiment to quickly get data or insight that either gives the green light to continue to more complex implementations, or flags problems early on. Then iterate and scale to larger experiments with confidence that you’re heading in the right direction.

7 – Evaluate the data, hypothesis, execution and externalities separately

When faced with a negative result, it can be tempting to declare an idea dead-in-the-water and abandon it completely. Instead, evaluate the four components of the experiment separately to understand the true cause:

  1. The data – was it correctly interpreted?
  2. The hypothesis – has it actually been proven or disproven?
  3. The execution – was our chosen solution the most effective?
  4. External factors – has something skewed the data?

An iteration with a slightly different hypothesis, or an alternative execution could end in very different results. Evaluating against these four areas separately, for both negative and positive results, gives four areas on which you can iterate and gain deeper insight.

8 – Measure the value of experimentation in impact and insight

The ultimate judge of the value of an experimentation programme are the impact it delivers and the insight it uncovers. Experimentation can only be judged a failure if it doesn’t give us any new insight that we didn’t have before. Negative results that give us new insight can often be more valuable than positive results that we don’t understand.   

9 – Use statistical significance to minimise risk

Use measures of statistical significance when analysing experiments to manage the risk of making incorrect decisions. Achieving 95% statistical significance leaves a 1 in 20 chance of a false positive – seeing a signal where there is no signal. This might not be acceptable for a very high risk experiment with something like product or pricing strategy, so increase your requirements to suit your appetite. Beware experimenting without statistical significance, that’s not much better than guessing.

The best data scientists are skeptics that double-check, triangulate results, and evaluate the positive and the negative results with the same scientific rigor Click To Tweet

-Ron Kohavi, Microsoft

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These are the 9 principles we felt most strongly define experimentation, but no doubt we could have added others and made a longer list. If you have experimentation principles that you use at your organisation that we haven’t included here we’d be interested to hear about them and why you feel they’re important.

For more detail and even more insights from some of the world leading experts on experimentation, please be sure to download the full experimentation principles.

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We’re also looking for more stories and anecdotes of both good and bad examples of these principles in action from contributors outside Conversion to include in our further iterations of these principles. If you have something you feel epitomises one of these principles then please get in touch and you could feature in our future posts and content about these principles.

And finally, if you want to be notified when we publish more content about these experimentation principles, drop us an email with your contact details.

For any of the above get in touch at hello@conversion.com.

DOWNLOAD PRINCIPLES PDF

Talking Shop

As published in ERT Magazine (www.ertonline.co.uk) – October 2017 issue 

Alexa and her friends may be delighting users in the home with how they can make life easier, but some companies are taking the first bold steps into voice controlled e-commerce…

The smart-home revolution is in full swing.

The success of the Amazon Echo and its Alexa ‘skills’ platform and the launch of Google Home have taken the idea of voice control and voice-controlled e-commerce from a novelty concept to a legitimate potential revenue channel for retailers willing to take the risk.

Early brands to explore this opportunity include Uber and Just Eat, and earlier this summer Domino’s Pizza launched its Alexa skill in the UK after over a year of offering the same in the US. This allows you to order pizza with just a few words. We’ve yet to see data on how many sales these brands are generating through their voice-control channels, but the phased deployment from Domino’s certainly suggests they are seeing enough value to justify the investment.

Designing a successful voice-controlled experience isn’t going to be easy. Looking at this from a user experience and conversion rate perspective, voice control is a whole new touch-point and interaction type to understand. In traditional conversion rate optimisation for e-commerce sites, potential reasons why a user might abandon and not complete a purchase fall into two categories – usability and persuasion.

Usability issues would be anything that physically prevents the user from being able to complete their desired action – broken pages, links or problems with completing a form or online checkout.

As for persuasion – even a site with no usability issues wouldn’t convert 100 percent of its visitors. There will always be an element in the user’s decision-making process around persuasion. Have they been sufficiently convinced to purchase this product or service? Typical persuasion issues include failing to describe the benefits of a product.

So what does the future look like in a voice-controlled world?

In traditional e-commerce, the user is free to make their own journey through a website and we enable this freedom by displaying a range of content, products, deals and offers, navigation options and search functionality. With voice control, the possible journeys to purchase are far fewer and almost completely invisible to the user at the outset. So with an Alexa skill, the developer must define the possible trigger phrases that the user can use to take a certain set of defined actions.

Crucial 

Skill and experience in voice interaction design will emerge as a crucial requirement for any team looking to develop this channel. Collecting and analysing data on how users are invoking your app/skill, what exact words and phrases they’re using, how they’re describing your products and service and how they’re talking to your app through their journey, will be an essential part of experience optimisation.

Another area that will dominate user experience for voice control will be how the app responds to user mistakes. Frustration will be the worst enemy of voice-controlled services, far more so than it is with websites now. If you’ve been unlucky enough to have to call an automated helpline that uses voice control, you will know how quickly the frustration builds when something goes wrong.

On a website, if the user gets stuck or confused on their journey, it’s relatively easy for them to go back or to navigate away from the page and try again. With voice-control, this isn’t the case. If the user tries a command that isn’t recognised by the app, then it can only respond with a quick error response. Failure to re-engage the user and keep them trying will quickly result in frustration and even abandonment.

Persuade 

So how do you persuade a user to complete their purchase once they’ve started their voice-controlled interaction? How would you describe the benefits of a certain washing machine, laptop or TV when they can only be spoken, and spoken by a robotic voice at that?

The development of chatbots in the past couple of years has seen a lot of investment and progress on how to get an automated response to appear human and more engaging. But this development has all been in how to present text responses rather then voice responses. Voice responses are inherently more complex.

Will developments in Alexa’s AI allow her to improvise responses based on prior knowledge of the user? Personalisation within the voice space could allow Alexa to make tailored recommendations based on my purchase history.

“Alexa, look on Currys for a new kettle.”

“Ok Kyle. There’s a black Breville kettle that would look great with the Breville toaster you bought last month. It’s £39. Is that OK?”

“Sounds good.”

“You bought your last kettle 18 months ago. Shall I add the three-year warranty on this one for an extra £9.99?”

I’m sold.