Mobile

Google says that user experience will soon affect your search ranking

I originally wrote this article for Campaign Middle East magazine

Cast your mind back to 2015. It might seem like a lifetime ago for a lot of reasons, but it was also an inflection point of sorts for digital media – social media had finally revealed itself as a pay-to-play platform for advertisers, Direct-to-Consumer (DTC) brands had really started to take off, and mobile internet traffic had started to overtake desktop traffic. By 2015, pretty much everyone had finally gotten themselves a smartphone. But not every brand had updated their website to be responsive. We all remember having to wait forever for pages to load and pinch our screens to zoom-in in order to read tiny text because some websites hadn’t bothered updating to a mobile-friendly design. This was not a good experience. For a platform like Google that made a living by sending people to the right websites this was a problem. If you keep sending users to sites that frustrate them, eventually people will stop using your service. That’s why, with an April 2015 algorithm update, Google finally started punishing websites that still refused to provide a good mobile experience by giving priority to websites that displayed well on smartphones when users made a search on their mobile devices. Websites with large text, easy-to-click links, and displays that resized to fit the user’s screen were given a search ranking boost. And this makes sense. Google wants users to have the best experience they possibly can. For both Google and the end-user this was a win-win. On the flip side, this move effectively deprioritised millions of sites around the world that had yet to optimise for mobile meaning that, finally, brands had to sit up and take mobile seriously. Mobile had ‘arrived’. Something similar is now happening with user experience.

Taking user experience seriously

Last month, Google announced that it will be expanding the set of user experience metrics that are taken into account as factors for ranking search results, so the better your user experience, the better chance you have of Google sending traffic to your site. Google already takes page speed and mobile responsiveness into account when it comes to ranking pages, but these new criteria focus on how users perceive the experience of interacting with a web page – how quickly the main page elements load, how they perform when the user first tries to interact with them, and the stability of content as it loads (so you don’t accidentally tap that button when it shifts under your finger!). Like trying to move brands away from having unresponsive websites on mobile, Google is now trying to weed out the little things that make the user experience that bit more annoying. These are real and tangible things that your users notice when they come into contact with your site that ruin the experience, like trying to shop at a supermarket with sticky floors, a confusing store layout and long queues at the checkout counter. You’re shooting yourself in the foot by not giving these areas the attention that they deserve.

Having a great user experience should be table stakes for any ambitious brand in 2020. Customers these days have high expectations, and plenty of companies have perfected the art of giving them what they want fast, sometimes anticipating what they want before they even ask for it. This is the standard that you have to meet in today’s consumer landscape. User experience has well and truly ‘arrived’.

Food for thought

Google stressed that these criteria will not affect rankings until next year, but once they do, they will become a significant factor in where you show up in search. Back when the mobile-first algorithm update came into place, content marketing company BrightEdge tracked over 20,000 URLs and saw a 21% decrease in non mobile-friendly sites on the first three pages of search results. If something similar happens with this user experience update, you do not want to be in the 21% of sites that fall off the edge.

Having a fast-loading, easy-to-use website that shows your visitors relevant content and generally gives them a more personalised experience will improve your key site metrics – time spent, pages views and even conversion. And soon it will directly affect your search ranking too. At Horizontal, we believe in the mantra of CX4CA (Customer Experience for Competitive Advantage), and the conviction that brands can build loyalty and increase conversion by removing friction and improving the user experience. Google echoes this belief, and the message from them is loud and clear – if you want to rank highly in search results you better make sure that you have an easy-to-use and intuitive website. If you don’t, your competitor will. Is your site ready?

Posted by Rob in Campaign Magazine, Google, Mobile, SEO
Face Off

Face Off

Originally written for the September 22nd 2019 issue of Campaign Middle East magazine

Our faces say a lot about us. They let other people know whether we’re happy or sad, angry or afraid, surprised or disgusted. They’re a window into our emotional state. And as facial recognition technology evolves, our faces are also becoming an increasingly useful tool to help us navigate the digital world; a key that we don’t need to remember to bring with us when we’re leaving the house in the morning. Today we can use our faces for everything from opening our phone’s lock screen to getting through customs at the airport, and in some countries to pay for goods at a store checkout or access the subway. At the same time, people seem increasingly obsessed with facial augmentation apps like Face App and filters on Snapchat, experimenting to see what they’d look like as an elderly person, as a baby, or even as the opposite sex.

More concerning perhaps is the rise of facial augmentation technology that lets people manipulate the faces in videos. You’ve probably already seen some of these ‘Deep Fake’ videos online; David Beckham seemingly speaking nine different languages fluently in a video for a Malaria charity, or comedian Bill Hader seamlessly warping into Tom Cruise or Arnold Schwarzenegger while doing impressions of them. A new app called Zao that’s gaining popularity in China lets users place themselves into famous movie clips with eerie accuracy simply by uploading a picture of their face. All harmless fun maybe, but as this technology gets better, and becomes more readily accessible to anyone with a smartphone, it raises the question of how it might be misused. We frequently have to suspend our disbelief when we’re looking at the actual news these days, whatever about ‘Fake News’, and while we’ve become increasingly sceptical about what we read online, now it seems that we can’t even rely on the mantra of ‘seeing is believing’.

From a marketing point of view, some make-up brands have achieved success with facial augmentation, launching AR lenses that let consumers virtually ‘try on’ make-up to name but one example. And when it comes to Deep Fake-style technology, maybe there’s potential for some novel marketing concepts too, like letting users place themselves and their friends into a video advertisement. No doubt we’re not that far away from some big brand nailing this concept and hoovering up a bunch of industry awards. But this novelty will quickly wear off, and marketers must be careful about not going too far by slotting users into ads without their permission, especially considering the heightened concerns around privacy and creepy targeting tactics these days. I can’t think of much worse than scrolling through my social feed and seeing my own face looking back at me from every ad.

Posted by Rob in Campaign Magazine, Media, Mobile
Winning the battle against your smartphone

Winning the battle against your smartphone

I wrote this article for the March 2019 issue of Entrepreneur Middle East magazine

Our reliance on our devices and the feeling of round-the-clock connectivity can impair our ability to concentrate, think creatively and interact in a social setting. It can even take a toll on our mental health.

Look around you. Chances are, if you are in a public setting at least, most people will be staring into a smartphone screen. Heads bowed. Protecting their device for dear life. Hypnotized by whatever happens to be on the screen at the time. It’s a defining characteristic of modern life. A visitor from the past would be forgiven for thinking that Earth had become inhabited by a population of zombies controlled by a 6×3 inch slab of glass.

Most of us will admit to being guilty of spending too much time with our heads buried in our smartphones. With access to a seemingly infinite amount of content, and social validation on tap, our smartphones are a constant pull, calling out to us, demanding our attention. The never-ending notifications keep us coming back for more, and social feeds that are constantly being updated give us a fear of missing out on something important. Sometimes it can all get a bit overwhelming.

Our phones are not just a time-suck, but can affect us in ways that might not necessarily be clear to us at the time. Our reliance on our devices, and the feeling of round-the-clock connectedness, can impair our ability to concentrate, think creatively, interact in a social setting, and can even take a toll on our mental health. But how can we limit this gravitational pull on our attention and pursue a more minimalist relationship with our devices? We can start by looking at the different ways that constant connectedness can impact us.

What effect does this have on us?

Our smartphones have a hold over us, even when we are not directly giving them our attention. A recent study by a team at the University of Chicago found that merely having your smartphone on the table in front of you can lead to a small but statistically significant impairment of cognitive capacity, similar to the effects of lacking sleep. The closer the device is, the more noticeable the decrease in brain power. The more heavily the user relies on their phone in their everyday lives, the greater the impact on cognitive capacity they suffer with it nearby.

Even when our device is out of sight, knowing that a potential call or notification could arrive at any time can cause our minds to wander, and can negatively impact our performance on tasks that require sustained attention. When a device does beep or buzz during a challenging task, it causes our focus to waver, and our work gets sloppier. If we are not in a position to respond to the device immediately, our blood pressure spikes, our pulse quickens, and our problem-solving skills decline.

Even just suppressing the desire to check our phone can hinder our thinking, and we do this routinely without thinking about it throughout the day. Our brains are constantly subconsciously listening out for a notification, and sometimes they even fabricate them. If you’ve ever felt a ‘phantom buzz’ you have experienced this first-hand.

Whether we’re by ourselves and just plain bored, in the middle of a challenging task at work, or with our friends or family, our smartphones have a hold on us that is increasingly unhealthy. All this is not just by chance, but a product of tech companies’ careful efforts to maximise the amount of time users spend on their platforms.

How does this tech get us hooked?

In today’s attention economy, most digital platforms prosper based on how much time we spend using them, which means that they are strongly incentivized to keep us hooked. They do this by taking advantage of our natural impulses and psychological dependencies to feel connected and make sense of our environment.

Many digital platforms use the same methods as the gambling industry to foster this dependence and ingrain their products in our everyday lives. Some of these techniques can even cause similar reactions in the brain as cocaine, drawing users into repeated cycles of uncertainty, anticipation and rewards. With features like Instagram’s bottomless feed, Snapchat streaks, and YouTube auto-playing the next video, users face an uphill battle to limit the amount of time they spend on these platforms.

I spoke with Nir Eyal, author of “Hooked: How to Build Habit-Forming Products”, who breaks down how tech companies foster a self-perpetuating cycle of engagement. Firstly, an external trigger, such as a notification, draws the user into an interaction with the platform, such as commenting on a post or uploading a photo. The chance of a variable reward (will anybody reply to my comment or ‘Like’ my photo?) motivates the user to stay active and engaged. The more the user participates in this process, the more invested they are in that particular platform. This process is repeated until the user no longer requires an external trigger such as a notification to draw them back to the platform, but begins revisiting due to an internal compulsion.

The variable reward is the key to creating this cycle. It’s the uncertainty of whether we have received a new message or whether there is any new content on a social channel that keeps us coming back for more. It plays on our constant need to feel connected and in control. “Our brains evolved through the millennia into incredible prediction machines, designed to help us make sense of our environment. And nothing holds our attention better than the unknown” explains Eyal. “The things that captivate, engross, and entertain us, all have an element of surprise. Our brains can’t get enough of trying to predict what’s next”.

The infinite scrolling and pull-to-refresh mechanism on our news feeds are eerily similar to a slot machine. You never know what you’re going to get when you pull that lever, if anything at all. But that’s precisely what keeps us enthralled. More often than not we don’t find anything interesting or gratifying but we can’t help ourselves. “It’s like opening a can of digital Pringles” says Eyal. Users are beginning to push back, in search of a more healthy relationship with their digital selves.

Tech companies are starting to adapt

Somewhat surprisingly, the big tech companies are starting to react to this trend of digital wellness, introducing a host of features to help users monitor and limit the amount of time they spend on their platforms and devices.

Facebook has recently launched a tool that tracks the time you spend each day on the platform, along with your average for the week. It lets users set their own time limits and reminds you when you are reaching or surpassing your threshold. You can even snooze Facebook or Instagram notifications for up to eight hours if you need to focus. Similarly, both Apple and Google have introduced features in the latest mobile OS updates that let you see how much time you’ve spent on each app, broken down by app category, as well as how many notifications you’ve received and how many times you’ve unlocked your phone. Even YouTube has introduced “Take a Break” reminders, as well as a dashboard that provides summaries of your behaviour while on the platform.

“Whenever a product causes people harm, what they will typically do is either use the product less, or they will modify it in some way” suggests Eyal, referring to the explosion of free apps and browser extensions that have come onto the market of late to help us moderate our tech use. At some point, users will have had enough. “So now we see tech companies like Apple and Google incorporate these features to help people moderate their use because it makes the product better. It’s no more than a market imperative”.

These are welcome updates for sure. But like all self-imposed restrictions, they will be simple to ignore, and their effectiveness will depend on whether users have enough self-control to stick to their limits.

Five ways that we can consciously disconnect

These updates might help us regulate the amount of time we spend on our devices, but here are some other techniques that you can use to maintain a more minimalist lifestyle when it comes to technology.

  1. Monitor your usage

Raising awareness of your own smartphone usage is the first step towards decreasing it. In addition to the big tech firms introducing their own usage-tracking options, there are a bunch of independent apps such as Moment, Space, and Mute that you can use to track the amount of time you spend on your device each day. Seeing this broken down minute-by-minute for the first time can come as quite a shock, and might even inspire you into becoming more deliberate in your behaviour. These apps also introduce a gamification element, challenging you to minimise your usage so you can beat the previous day’s time. It’s surprisingly effective.

  1. Reduce the amount of notifications you receive

App notifications are the most common way that we get dragged back into our devices and sucked down a rabbit hole – the most effective of external triggers. “About two thirds of people with a smartphone never change their notification settings” notes Nir Eyal. “And guess what – there’s nothing Mark Zuckerberg can do to turn those notifications back on”. You can manage your notifications in your phone settings and limit these to only the most important ones, for example, just messages from real people and not from random apps. Turning off social media notifications can be hugely effective in particular. You’ll see these notifications the next time you open the app again anyway. On messaging apps, try muting the notifications from groups and just set it so that you’re notified when an individual messages you.

  1. Delete or hide distracting apps

Are there certain apps in particular that you find sucking up too much of your time? Just delete them. You can still log into Facebook, Instagram, Twitter etc. on your mobile’s browser, but this added friction will mean that you’re less likely to do so. If you don’t want to delete these apps completely, then place them in a folder instead. Out of sight, out of mind. By simply removing these apps from your home screen you’re less likely to dive in when you’re aimlessly swiping through your apps looking for something to do.

  1. Reduce usage just before and after sleep

Using your smartphone just before bed can inhibit your ability to get to sleep and generally impair the quality of sleep you get when you do nod off. One of the most impactful measures you can take is to not sleep with it next to your bed. Buy a simple bedside clock for setting alarms and checking the time so you can charge your device overnight in another room. This will neutralize that impulse to have one last rotation through your most-used apps before going to sleep, and will mean that you can wake up without getting dragged back in before even getting out of bed. Charging your phone in another room throughout the day is generally a good habit to develop too.

  1. Use the grayscale setting

It might sound surprising, but simply removing your screen’s colour by activating the grayscale setting can reduce your impulse to use it. Colourful icons and graphics stimulate our brains and keep us engaged. That’s why notifications appear in red, because red is a trigger color that draws our attention. A grayscale screen looks less appealing and we aren’t as likely to mindlessly swipe through our device when this setting is activated.

This is not a new problem explains Eyal. “Humans have been struggling with distraction forever. Socrates and Plato talked about it 2,500 years ago. What has changed is that these technologies are constantly with us, and so now we have quickly adopted these new habits, and sometimes these habits don’t serve us.” But all is not lost. We are still masters of our own domain. “There is so much more that you can do as an individual than these tech companies can do to supposedly hook you”. Ultimately, it’s on each of us individually to wrestle back control and limit the hold tech has over us. If we really want to that is.

Posted by Rob in iPhone, Mobile, Social Media
What next for Instagram?

What next for Instagram?

With Instagram’s co-founders both quitting Facebook, are we about to see a more aggressive pursuit of ad dollars on the platform?

Originally featured in the October 21st 2018 issue of Campaign Middle East magazine

Seemingly out of the blue on Monday, September 24, Instagram’s two co-founders Kevin Systrom and Mike Krieger, who had both remained with the company since being acquired by Facebook in 2012, both abruptly resigned from the social media giant. The reason seems to be that Mark Zuckerberg had become overbearing in his control of the company, wanting to take the app in a direction that the founders disagreed with.

While this is a bombshell in-and-of itself, the fact that it comes hot on the heels of the two WhatsApp co-founders, Jan Koum and Brian Acton also quitting Facebook back in April for similar reasons, points to a broader movement. Despite Zuckerberg being traditionally quite facilitating to the founders of the companies that have been acquired by Facebook over the years, it seems that he is gradually starting to exert his influence and take a more active role in the business side of things with these companies.

So what has changed?

While Instagram initially relied on Facebook to help launch and scale its advertising offering, now it is Facebook that relies on Instagram for future growth. While revenue and user growth on Facebook is flagging, Instagram is booming. In the latest earnings call in July, the company forecast a continued slowdown in revenue growth and a slimming of profit margins, but disclosed that the growing number of ads on Instagram is an increasingly significant contributor to Facebook’s overall revenue. They also emphasised an intent to secure more ad dollars from Instagram going forward. It is this fixation on perpetual growth that is worrying for Instagram users. As Instagram becomes more-and-more important to Facebook’s bottom line, there is a continued risk that we will see the platform being overly commercialised.

Users have been drifting away from Facebook recently, not just because of ‘fake news’ or privacy breaches, but also because much of the recent growth in ad revenue has come from smaller companies that have clogged the Newsfeed with spammier content. While early corporate advertisers tend to be big brands or smart startups with relatively high quality ads, over time that quality tends to dip. As a platform matures, there is a clear trade-off between making it more accessible to smaller advertisers, and maintaining the quality of ads, a compromise that can affect the aesthetics of the platform in general.

The worry for Instagram is that something similar could happen to it too, and that this could be more strongly felt as lower quality ads could jolt the user out of the polished, picture perfect world of the Instagram feed. We are already starting to see this in effect in Dubai, with ads for massage parlours and furniture-moving companies that look like they were created by an eight-year old on Microsoft Paint. Not to mention the raft of wannabe influencers that pay to promote their own posts in a bid to grow their following, and subsequently, their ‘influence’.

Interestingly, the Stories format is relatively untapped from a monetisation point of view so far. In fact, Facebook has attributed some of the company’s slowing revenue growth to increased Instagram Stories usage. That is, more and more users are watching Stories at the expense of scrolling through the feed. But you can be sure that Facebook are eyeing this up as prime real estate for growth, and have recently launched an initiative to encourage SMEs to run ads there. Expect to see your local dog walker or handy man popping-up in an Instagram Stories ad in the not-too-distant future.

Ultimately, an increase in ads combined with a reduction in the quality of these ads affects the user experience and the overall quality of the platform. If Instagram too becomes chock-full of trashy ads, the people that moved from Facebook to Instagram to get away from the bombardment might just move on to somewhere else again in time. Generally speaking, this has been one of the more successful acquisitions in tech history, with Facebook playing it excellently so far, waiting for just the right moment to introduce ads to Instagram. It’s only been three years since Instagram opened up their self-service ad platform to a broader market in September 2015. While this certainly is not a long time in the grand scheme of things, they still have to play it carefully or risk turning Instagram into an inhospitable wasteland.

Posted by Rob in Advertising, Campaign Magazine, Facebook, Mobile, Snapchat
The paradox of long-form vertical video

The paradox of long-form vertical video

Originally featured in the July 8th 2018 issue of Campaign Middle East

Not content with pick-pocketing Snapchat in 2016, Instagram seems determined to muscle in on YouTube’s turf as well by launching a video hub and standalone app that they’re calling IGTV. And for good reason too. According to a recent Pew Research survey in the US, Instagram is trailing only YouTube in usage among teens. 85 percent of Americans aged 13 to 17 say they use YouTube, with Instagram coming in second at 72 percent, and Snapchat close behind at 69 percent. While Instagram could definitely do with a better ‘home’ for its video content outside of users’ Stories or Feeds, their emphasis on catering to the longer-form video that YouTube currently dominates clashes somewhat with their insistence on using vertical video.

The vertical format that currently features on Instagram and Snapchat lends itself well to shorter content; an impromptu piece to camera, a quick glimpse around a quirky cafe, a short makeup tutorial etc. But the type of video that typically garners a following on YouTube, the kind that Instagram wants to attract to its platform, is a fundamentally different type of content altogether; longer, better structured, with a higher level of production value, and more importantly, horizontal in format.

Viewers on these ‘vertical’ platforms have been primed for brevity and, because of this, the big question for Instagram is whether users will spend as long watching vertical videos as they already do with horizontal videos. The average YouTube viewing session on mobile is an impressive 40 minutes according to Google. But for Instagram, the average mobile session duration is a mere 3.05 minutes. Instagram hopes that, by increasing the maximum time limit for its videos from 1 minute to 60 minutes, it will enable longer-form quality content to flourish and keep users on the app for longer. But will users really watch 10, 20, even 30 minute vertical videos on their phone? Instagram clearly thinks they will, but there will need to be a change in current viewing habits for this to happen, especially as these platforms currently appeal to short attention spans with quick-fire content that is easy to jump through.

From a creation point of view too, there is a chicken-and-egg challenge of trying to encourage longer-form content creation without evidence for creators that it will find an audience on these channels. Instagram must try to both convince their current top content creators to fundamentally change the type of videos they make for the longer format, while also trying to attract YouTube creators to the platform, which would in turn require them to drastically adapt their content for vertical video. For these creators, the vertical format is a restrictive one in comparison, with valuable screen real estate at the sides being sacrificed for length, and a heavy trade-off in the amount of information they can show on the screen at any one time. For YouTube content creators, this could be a serious stumbling block.

At the moment, Instagram has said that they will not show ads on the new IGTV, although this will inevitably change over time once the platform finds its feet. But by shutting off a potential revenue stream for creators at the beginning, and by not making direct payments to stars either, they could initially struggle to attract the talent that they want to come to the platform. It seems like a stretch to expect YouTube’s most popular creators to jump ship to a format that doubles their workload without cutting them in on the ad revenue. Ultimately, the old cliche is true, content is king, especially for video. Facebook has already found this out the hard way over the past couple of years by not being able to take market-share from YouTube due to a lack of exclusive quality content on the platform. Can IGTV succeed where Facebook ultimately failed? Stranger things have happened, but it’s certainly a tall order.

Posted by Rob in Campaign Magazine, Mobile, Snapchat, Social Media