The look and feel of a website extends beyond the screen of the web surfer. It extends into the mind of the web surfers. So what do I mean by that? Let’s think about MS Office for a moment.If a person learns how to use an Office application, such as Word, they will know how to do the basics on other Office applications. In fact, any program that operated on a Windows OS typically has the same basics. These basics are open, save, save as, new.
Most websites will never have any mind share that extends beyond their creators and owners. If you don’t have mind share you then need to be very concerned with usability.
I had the opportunity to handle sales call for a busy e-commerce site last week. The site is well laid, but maybe a little cluttered. I know where everything is and can find anything I want with just 3 clicks. The customers I spoke to did not have that luxury. They could find there way around, but certainly not as easily as I could.
A site like Google has mind share. People go to it and have learned what to do. They learn it easily and they don’t forget. It is pretty simple. All a user needs to do to access one of the most powerful earth flattening technologies in the world is:
- Get to Google (multiple ways to do this)
- Type a KW
- Hit enter (or click search)
That’s it. Three steps and a user in Africa can be as empowered as a user in San Jose, CA, USA.
What are some of the things that Google does that MSN and Yahoo! won’t?
- No advertising on their main page
- A light, light page. (Google = 3.37 KBs; MSN = 8.38 KBs; Yahoo!=13.3 KBs note this is just source code, does not account for images!!!!!)
I believe in Google. I always have from the very first time I’ve ever seen it. They are such a different company. So different that they are special. And in the world of flattening technologies, one needs to be special and have imagination. Google certainly has both.
Contrast Google and MSN for a second. Think about innovation and imagination. Who would you say is more imaginative and special? Google or MSN? Maybe that is a tough question, since how would one measure that. Lets look at the history of the two companies.
Microsoft has had a history of being the Johnny-come-lately into most of the areas it has competed. They use their massive weight and the control over 95% of the OSs out there to dominate the field they are entering. Think of these examples for a second.
- Nintendo v. XBOX
- Netscape v. IE6
- WordPerfect v. WORD
- LOTUS v. EXCEL
How about Google? Google was very late entering the Search Engine field. But what was different about them? Well, they seem to innovate more and seem to be so un-concerned with what the established field is doing. They have an idea they like and they run with it. They don’t seem to ask: ?€?Company X is doing this, so we should do that plus a little more. Take these examples:
Gmail – a free e-mail service that has massive storage and does not allow anyone to sign-up without first being invited. OK? Did you get that, you have to be invited (or now have a cell phone) to get a gmail account. The big payoff is people are not spamming (en-mass at least) from gmail accounts.
Google Maps – wow! You have to use it to get it. The notable things are that the maps can be dragged, they have satellite views, and they have API to allow Google MAP Mash-ups.
I guess the point to all of this is MSN starts where the competition left off and tries to build a better mouse trap. And most of the time they do. Google starts from scratch and 90% of the time builds a mouse trap that is light years ahead of their competition.
How does all of this tie into mind share? Well, I believe that Google has got a special place in our minds that we “trust” everything that they do. And when they don’t quite live up to our expectations we excuse them and gloss over it. In my opinion, that is amazing mind share.
Microsoft on the other hand needs to stay squeaky clean. If they mess up one little bit people will jump all over them. People just do not seem to have the same inherit trust of Microsoft as they might with Google.