The world of digital accessibility can be daunting. There are many regulations and ways in which a website can be accessible or inaccessible. Many of us don’t understand what a good or bad experience looks like, and we think we can’t possibly understand people who rely solely on assistive technology to use the web. 

It doesn’t have to be daunting, though. And with anything, the key is to start small. To those who create websites or own/manage one, the first step to understanding accessibility is empathy. If more people used assistive technology, more people would understand the difference between a terrible experience and a great one. Don’t be scared of learning about accessibility tools, because you might already be more familiar with them than you realize.

Have you ever broken your dominant hand and been forced to use a keyboard instead of a mouse or trackpad? Have you tried to complete a payment form really quickly to snag concert tickets, and figured out that using the keyboard can be much faster? 

Have you been in loud surroundings and tried to watch a video? How great are captions? Have you realized that captions are assistive technology? There are alternate modes of consuming content and using a digital product that are beneficial to a much wider audience than the audience it was created for. 

With some instruction, we hope more people feel comfortable using a keyboard to navigate a website. We also hope that more of you are brave enough to try a screen reader as well, or at least watch our video to experience what that experience can be like. 

Video Tutorial

Our video is 37 minutes and we provide a break-down of the different minute-marks below if you’d like to jump to a certain area. (All cookies must be accepted for the video to play. You may also view on YouTube directly.)

Table of Contents

  1. 00:00 — Using a Keyboard
    1. 02:00 — The tab key
    2. 02:20 — A “Skip to Content” link and why that is so useful
    3. 03:40 — “Focus ring” style
    4. 04:20 — An example of an inaccessible drop-down menu
    5. 05:40 — An example of an inaccessible link (no focus ring)
    6. 07:40 — Common article card patterns and how they work with a keyboard
  2. 10:45 — The Screen Reader Experience
    1. 11:10 — Invoking VoiceOver with Command F5
    2. 12:35 — Tabbing through interactive elements
    3. 12:54 — Skip to Content link
    4. 13:07 — Company logo
    5. 13:55 — Projects link
    6. 14:31 — Topics
    7. 15:55 — About Us link, inaccessible to keyboard users
    8. 16:16 — Reading of non-interactive elements with Control Option arrows
    9. 16:50 — Reading content, Headings, links
    10. 18:50 — Visually hidden heading but screen reader accessible
    11. 19:55 — Alt text image examples
    12. 20:06 — Kittens, no alt tag present
    13. 21:06 — Doggos, empty alt tag
    14. 23:00 — Squirrels, descriptive alt text
    15. 23:48 — Article content examples
    16. 23:53 — Article 1 example, too many links
    17. 25:37 — Article 2 example, too much content
    18. 26:32 — Article 3 example, hidden content
    19. 27:44 — Article 4 example, alternate pattern
    20. 30:02 — Voiceover’s Rotor Feature, control option U
    21. 30:15 — Headings menu
    22. 30:55 — Empty heading element
    23. 31:50 — Other Rotor menus
    24. 32:18 — Non-visited Links menu
    25. 33:01 — All Links menu
    26. 33:40 — “Click here” and “Read more” link text
    27. 35:09 — Landmarks menu
    28. 35:25 — Form Controls menu
  3. 36:06 VoiceOver off and wrap up

For those who want to learn a little more, below we collect a few keyboard command cheatsheets for navigating a webpage or using VoiceOver on a Mac. Links to additional resources for setting up and getting started with VoiceOver are also included.

More Resources

Keyboard User Cheatsheet

VoiceOver Cheatsheet

These key commands reflect the default set-up for Mac OSX — I have not made any modifications. Of course, power users will modify these commands to fit their needs. 

The default VoiceOver key command combination is ^Control ⌥Option. This combination is used to ensure key combinations do not conflict with other quick key commands through the OS and Apps.

Many key commands for navigating a webpage are the same as a Keyboard user. Return, Spacebar, and Arrow keys all work the same.

Additional Resources to Start Using VoiceOver

Conclusion

With some practice, we hope you might find that using a keyboard to navigate can be your superpower. When filling out forms, for example, I use the keyboard almost exclusively to quickly move from one field to another and to find my state in a long drop-down list. Unless, of course, I run into another poorly coded form that is not accessible. Lucky for me, I can go back to using a mouse. But some do not have that option, and for them, our empathy should turn into empowerment and we shall demand better from our design and development practices.

For questions or to discuss how to make your next project more accessible, please contact us anytime.


More in Our Accessibility Series

Notable articles from the Accessibility category:

So much of healthcare happens in person. But as the pressure to connect online continues to climb, what are the challenges you face as a healthcare marketer — and the opportunities you’d love to capitalize on? 

Whatever they are, chances are that attendees of the most recent Healthcare Internet Conference (HCIC) can relate. HCIC brings together marketers and digital leaders to explore the unique and sometimes unexpected ways digital innovation is shaping the industry. 

Though this was Oomph’s first time attending, HCIC has actually been around since 1996. The tight-knit community that’s formed over the past few decades offered a safe space for candid conversations about navigating digital in a post-pandemic world. Here are five topics that ruled those conversations, how marketers like you are approaching them, and what we see as the biggest opportunities for each. 

1. To Adopt or Not To Adopt Artificial Intelligence (AI)

A whopping 86% of healthcare companies use some form of AI. But despite the number of organizations adopting AI for everything from IT operations to workforce management, healthcare marketers are still largely stuck in an AI gray zone. 

Many HCIC attendees shared that they were unsure which AI tools were ready to use today or if using AI could introduce regulatory, privacy, and ethical concerns. Would using AI-generated photos in marketing misrepresent patients or providers? Can chatbots effectively and appropriately provide support beyond basic admin and billing functions? 

While some organizations are already building their own tools (a diagnostic AI to help call center employees determine when a caller should go to urgent care caught our eye), others are interested in out-of-the-box solutions.

Our take: Proceed with caution. AI can revolutionize patient care and operations, but it can also introduce costly and reputationally damaging privacy and regulatory issues. If you aren’t well-versed in compliance, work with a partner who is to ensure your AI actually helps — not hurts. 

2. How To Combat Skyrocketing Employee Turnover

The 2020s will go down in history as one of the most difficult decades to work in healthcare. Kicked off by the COVID-19 pandemic, employee attrition only continues to rise as more employees enter retirement or simply burn out. 

While exact attrition rates vary by the healthcare segment, data from Oracle shows that hospitals lose nearly 20% of their employees every year. For nursing homes, that number skyrockets to 94%. 

Given that the cost of replacing an employee is between six and nine months of that employee’s salary, HCIC attendees were understandably interested in swapping ideas to boost employee retention. An intranet was a fairly universal solution, but the question of what makes a truly effective intranet remained.

Our take: Embrace personalization. Talk to your employees, understand their needs, then build custom features and integrations that meet them. We saw firsthand through our work with Rhode Island-based health system Lifespan that this is an effective way to build community and engagement, both of which are key to retention. 

3. The Eternal Quest for Patient Acquisition

There are two questions that keep most healthcare organizations awake at night: How do you find patients? And, once you’ve found them, how do you keep them? 

Attendees almost universally agreed that healthcare is a long way from creating seamless experiences that keep patients coming back. Many systems are fragmented, regulated, or outdated, creating barriers to patient care that patients are all too happy to leave behind. 

Our take: We think healthcare organizations can take a page out of other industries’ books here. Like any industry, a well-designed user experience (UX) is the foundation for interactions that delight patients. 

4. Personalizing the Patient Experience

On the topic of patient experience, one of the most talked-about strategies was personalization. While personalization has long been a favorite technique of ours, we were encouraged to hear the number of HCIC attendees who shared our focus. 

Many saw landing pages as the “front door” to the digital patient experience and understood that personalization could level up those interactions. We also heard excitement around combining personalization with integration — from using implicit data from the patient’s online actions to explicit data from Epic’s MyChart to personalize the information that users see. 

Our take: In our experience, adding a digital or content experience platform to your content management system (CMS) can do a lot of the heavy lifting for you. But like with anything in healthcare, the key is operating within privacy and regulatory restraints. Be sure to work with an implementation partner who’s equally skilled in technology and compliance. 

5. Finding the Right CMS

Content management systems (CMS) aren’t always a hot topic at conferences, but we were pleasantly surprised by how often they came up in conversation at HCIC — and how many opinions attendees had about them.

Most attendees felt strongly about which platforms they loved and which ones they hated. While heavyweights like Sitecore, Drupal, Optimizely, and ScorpionCMS were fixtures of the conversation, the primary takeaway is that having a good CMS experience is critical, but can be challenging to achieve. 

Our take: Take the time to get your CMS right. Choosing a lackluster CMS or underwhelming implementation partner could lock you into a multi-year headache. Many attendees we spoke to are still extremely cost-conscious in the wake of COVID, so they expect a major investment like a CMS to last at least five years. We always suggest setting a budget, mapping an ideal content architecture, and inventorying key features, then finding the right CMS to meet all those needs. 

Let’s Continue the Conversation 

The thing we’ll remember most about HCIC is the connection. As challenging as healthcare can be, it also brings people together: patients, providers, and, yes, even healthcare marketers. The five topics HCIC honed in on are important, but they’re just a snapshot of the many conversations healthcare teams are having about marketing, technology, and the patient experience. 


Our hope is that the conversation will continue until the next HCIC and beyond. If you’re a healthcare marketer, what else is on your mind? We’d love to talk about it.

There’s a new acronym on the block: MACH (pronounced “mock”) architecture. 

But like X is to Twitter, MACH is more a rebrand than a reinvention. In fact, you’re probably already familiar with the M, A, C, and H and may even use them across your digital properties. While we’ve been helping our clients implement aspects of MACH architecture for years, organizations like the MACH Alliance have recently formed in an attempt to provide clearer definition around the approach, as well as to align their service offerings with the technologies at hand. 

One thing we’ve learned at Oomph after years of working with these technologies? It isn’t an all-or-nothing proposition. There are many degrees of MACH adoption, and how far you go depends on your organization and its unique needs. 

But first, you need to know what MACH architecture is, why it’s great (and when it’s not), and how to get started. 

What Is MACH?

MACH is an approach to designing, building, and testing agile digital systems — particularly websites. It stands for microservices, APIs, cloud-native, and headless. 

Like a composable business, MACH unites a few tried-and-true components into a single, seamless framework for building modern digital systems. 

The components of MACH architecture are: 

  1. Microservices: Many online features and functions can be separated into more specific tasks, or microservices. Modern web apps often rely on specialized vendors to offer individual services, like sending emails, authenticating users, or completing transactions, rather than a single provider to rule them all. 
  2. APIs: Microservices interact with a website through APIs, or application programming interfaces. This allows developers to change the site’s architecture without impacting the applications that use APIs and easily offer those APIs to their customers.
  3. Cloud-Native: A cloud-based environment hosts websites and applications via the Internet, ensuring scalability and performance. Modern cloud technology like Kubernetes, containers, and virtual machines keep applications consistent while meeting the demands of your users. 
  4. Headless: Modern Javascript frameworks like Next.js and Gatsby empower intuitive front ends that can be coupled with a variety of back-end content management systems, like Drupal and WordPress. This gives administrators the authoring power they want without impacting end users’ experience. 

Are You Already MACHing? 

Even if the term MACH is new to you, chances are good that you’re already doing some version of it. Here are some telltale signs:

If you’re doing any of the above, you’re MACHing. But the magic of MACH is in bringing them all together, and there are plenty of reasons why companies are taking the leap. 

5 Benefits of MACH Architecture

If you make the transition to MACH, you can expect: 

  1. Choice: Organizations that use MACH don’t have to settle for one provider that’s “good enough” for the countless services websites need. Instead, they can choose the best vendor for the job. For example, when Oomph worked with One Percent for America to build a platform offering low-interest loans to immigrants pursuing citizenship, that meant leveraging the Salesforce CRM for loan approvals, while choosing “Click and Pledge” for donations and credit card transactions. 
  2. Flexibility: MACH architecture’s modular nature allows you to select and integrate individual components more easily and seamlessly update or replace those components.  Our client Leica, for example, was able to update its order fulfillment application with minimal impact to the rest of its Drupal site. 
  3. Performance: Headless applications often run faster and are easier to test, so you can deploy knowing you’ve created an optimal user experience. For example, we used a decoupled architecture for our client Wingspans to create a stable, flexible, and scalable site with lightning-fast performance for its audience of young career-seekers.     
  4. Security: Breaches are generally limited to individual features or components, keeping your entire system more secure. 
  5. Future-Proofing: A MACH system scales easily because each service is individually configured, making it easier to keep up with technologies and trends and avoid becoming out-of-date. 

5 Drawbacks of MACH Architecture

As beneficial as MACH architecture can be, making the switch isn’t always smooth sailing. Before deciding to adopt MACH, consider these potential pitfalls. 

  1. Complexity: With MACH architecture, you’ll have more vendors — sometimes a lot more — than if you run everything on one enterprise system. That’s more relationships to manage and more training needed for your employees, which can complicate development, testing, deployment, and overall system understanding. 
  2. Challenges With Data Parity: Following data and transactions across multiple microservices can be tricky. You may encounter synchronization issues as you get your system dialed in, which can frustrate your customers and the team maintaining your website. 
  3. Security: You read that right — security is a potential pro and a con with MACH, depending on your risk tolerance. While your whole site is less likely to go down with MACH, working with more vendors leaves you more vulnerable to breaches for specific services. 
  4. Technological Mishaps: As you explore new solutions for specific services, you’ll often start to use newer and less proven technologies. While some solutions will be a home run, you may also have a few misses. 
  5. Complicated Pricing: Instead of paying one price tag for an enterprise system, MACH means buying multiple subscriptions that can fluctuate more in price. This, coupled with the increased overhead of operating a MACH-based website, can burden your budget. 

Is MACH Architecture Right for You? 

In our experience, most brands could benefit from at least a little bit of MACH. Some of our clients are taking a MACH-lite approach with a few services or apps, while others have adopted a more comprehensive MACH architecture. 

Whether MACH is the right move for you depends on your: 

  1. Platform Size and Complexity: Smaller brands with tight budgets and simple websites may not need a full-on MACH approach. But if you’re managing content across multiple sites and apps, managing a high volume of communications and transactions, and need to iterate quickly to keep up with rapid growth, MACH is often the way to go. 
  2. Level of Security: If you’re in a highly regulated industry and need things locked down, you may be better off with a single enterprise system than a multi-vendor MACH solution.  
  3. ROI Needs: If it’s time to replace your system anyway, or you’re struggling with internal costs and the diminishing value of your current setup, it may be time to consider MACH. 
  4. Organizational Structure: If different teams are responsible for distinct business functions, MACH may be a good fit. 

How To Implement MACH Architecture

If any of the above scenarios apply to your organization, you’re probably anxious to give MACH a go. But a solid MACH architecture doesn’t happen overnight. We recommend starting with a technology audit: a systematic, data-driven review of your current system and its limitations.

We recently partnered with career platform Wingspans to modernize its website. Below is an example of the audit and the output: a seamless and responsive MACH architecture. 

The Audit

  1. Surveys/Questionnaires: We started with some simple questions about Wingspan’s website, including what was working, what wasn’t, and the team’s reasons for updating. They shared that they wanted to offer their users a more modern experience. 
  2. Stakeholder Interviews: We used insights from the surveys to spark more in-depth discussions with team members close to the website. Through conversation, we uncovered that website performance and speed were their users’ primary pain points. 
  3. Systems Access and Audit: Then, we took a peek under the hood. Wingspans had already shared its poor experiences with previous vendors and applications, so we wanted to uncover simpler ways to improve site speed and performance. 
  4. Organizational Structure: Understanding how the organization functions helps design a system to meet those needs. The Wingspans team was excited about modern technology and relatively savvy, but they also needed a system that could accommodate thousands of authenticated community members. 
  5. Marketing Plan Review: We also wanted to understand how Wingspans would talk about their website. They sought an “app-like” experience with super-fast search, which gave us insight into how their MACH system needed to function. 
  6. Roadmap: Wingspans had a rapid go-to-market timeline. We simplified our typical roadmap to meet that goal, knowing that MACH architecture would be easy to update down the road. 
  7. Delivery: We recommended Wingspans deploy as a headless site (a site we later developed for them), with documentation we could hand off to their design partner. 

The Output 

We later deployed Wingspans.com as a headless site using the following components of MACH architecture:

  1. Microservices: Wingspans leverages microservices like Algolia Search for site search, Amazon AWS for email sends and static site hosting, and Stripe for managing transactions.
  2. APIs: Wingspans.com communicates with the above microservices through simple APIs. 
  3. Cloud-Native: The new website uses cloud-computing services like Google Firebase, which supports user authentication and data storage. 
  4. Headless: Gatsby powers the front-end design, while Cosmic JS is the back-end content management system (CMS). 

Let’s Talk MACH

As MACH evolves, the conversation around it will, too. Wondering which components may revolutionize your site and which to skip (for now)? Get in touch to set up your own technology audit.

You may call your site audience your “users,” but ultimately, they’re just people. Imperfect people with imperfect lives — sometimes to an extreme degree.

During the COVID-19 pandemic, there was a massive rise in domestic violence. This type of violence can take many forms, including technical abuse, where technology is used to control, harass, or intimidate someone. It can look different in various situations, from an abuser constantly sending phone or text messages to controlling the sites or devices their partner can access. Even sharing a store rewards phone number can have unintended consequences. The range of opportunities for abuse is endless.

In the book Design for Safety,” author Eva PenzeyMoog cites an NPR survey that found “85 percent of shelters they surveyed were helping survivors whose abusers were monitoring their activity and location through technology.” This is an alarming statistic. Domestic violence prevention isn’t something that is taught in schools — how would people know how to protect themselves before it’s too late?

As professionals creating digital products, it’s our responsibility to create “for good.” How can we be advocates for safety in design? According to Design for Safety, as an advocate, you must “support vulnerable users to reclaim power and control.” A website could have an easy-to-use interface but still provide pathways for users to experience abuse from domestic perpetrators. Ultimately, this leaves victims vulnerable while giving them a false sense that they have more control than they genuinely do.

During the website creation process, you should aim to design for safety. A key step is to identify “ways your product can be abused, then ways to prevent that abuse.” For example, to help address any abuse or harassment captured while on a call, Google Meet has the function to “report abuse.” You can attach a video clip when you report, and they will investigate and then take action on their end. By proactively planning around safety, your organization can deepen trust with users while doing your part to prevent domestic violence.

Case Study

This past year, Oomph worked with a nonprofit website, which helps the general public understand their legal issues, to perform a user experience discovery and redesign. The site provides individuals with low incomes and limited English with local laws written in plain English. Users visit the site for legal information on various topics, including evictions, government benefits, domestic violence restraining orders and family law. A subsection of the audience uses the website to look for resources dealing with domestic violence.

When designing for this audience, we needed a way to support users who may need to exit a page quickly if they are interrupted by a potential abuser while scrolling through sensitive information, such as divorce or domestic violence resources. The site had previously utilized an “Escape” button on pages that dealt with those sorts of topics. When approaching the redesign, we wanted to ensure this button would always appear but wouldn’t interfere with other audiences, such as someone looking for information about traffic tickets. It had to walk a fine line between in-your-face and too subtle to be helpful to ensure users could see and interact with it.

When dealing with “trauma-informed” design, designers must “prioritize comfort over technological trends” (Design for Safety). Our challenge was amplified by a lack of standards for a quick exit button’s function, especially for a site with multiple audiences. Since these buttons are a relatively new best practice and little research on them exists, we were careful in our strategic approach. A quick exit button is not ingrained in a user’s mental model, making its intended action new to most people. Those who feel they might need it have to recognize its function as soon as possible.

Approach to the Quick Exit Button

While designing the quick exit button, we considered its placement, colors, and typographic style to ensure that:

Our first wireframe called the button “Quick Exit.” When we tested the prototype, all five participants did not understand what the exit button meant. This emphasized how important the language on the button is. For those who have dealt with domestic violence, even the word “escape” could be harmful to hear. Additionally, since audiences view the website in different languages, we wanted to ensure that the button’s translation would not adversely affect the layout.

The top of the first mobile wireframe depicts our first attempt at the quick exit button.

On our next iteration, we tried using the term “Exit” with the icon globally known for “external link.” But this still wasn’t clear enough for our users: Where would the exit bring you? To a page called “Exit”?

The second version of the quick exit button.

We needed to explain exactly what the button did, so we opted to use the universal external link icon with “Exit Site” as a label to best communicate what the button would do. Although it does not describe where you will end up, it clearly explains that you will leave the website.

The third version of the button language based on user testing.

To further help users understand what the button was for, we then created a pop-up at the start of the user’s journey that educates people on the button’s purpose:

An example of a pop-up message upon entry to the site.

Overall, there was a delicate balance we had to achieve in managing all audiences that typically view the site. We wanted to ensure that we were educating all users but not preventing users from getting help for other topics, such as information about the right to an education or disability. The pop-up, however, had additional considerations we needed to weigh as well: What if their abuser sees it upon landing? What if the user who needs it ignores it?

An alternate approach focused more on domestic violence victims is the California Victims Resource Center’s (CVRC) website, 1800victims.org. When landing on the site, visitors are first educated with a pop-up, which includes reading the website’s Terms of Use and agreeing to the terms before they can enter.

Entryway pop-up on 1800victims.org.

Additionally, when the user clicks the escape button (or uses the keyboard short-cut “Delete”), they are brought to a new tab that displays ABC News. The 1800victims site is changed to Netflix — with all traces of the CVRC gone. According to Columbia Health, this follows best practice because “a blank history can raise suspicion from your abuser.” This would be the safest approach for users.

Designing for Safety

We must consider how users dealing with domestic violence may feel when they are visiting a site with sensitive content. By including information to educate users upon landing, we can help more people understand how to use a quick exit button if they find themselves in a situation where they need to swiftly leave a website. As an advocate for user safety and domestic violence prevention, you can proactively create a safety net for others by starting to review your work through the lens of how it may be abused prior to releasing it into the world.

This article is just one look at how organizations can design for safety using a quick exit button. By talking about these issues and advocating to protect users in your own design process, we can all take a step toward helping prevent domestic violence. Even if one person is helped or informed by Oomph’s quick exit button design on the website, it will be a success in our eyes.

Need help incorporating safety-focused design into your website or mobile apps? Let’s chat about your needs.

Feel like you’re seeing a lot more website pop-up banners these days asking about your cookie preferences? Those cookie banners are here to stay, and they’re a vital part of compliance for websites of all sizes. 

As global standards for consumer privacy and data protection continue to climb, businesses are burning more time and resources to keep up. One VentureBeat article pegged the cost for a business of maintaining data privacy compliance at an eye-popping $31 million — and the costs of non-compliance can be even higher. Failing to stay on top of this complex patchwork of regulations can trigger real consequences, from steep fines and penalties to the indirect costs of reputational harm and lost business. 

Cookie consent is one part of a holistic data privacy strategy — and an increasingly important one. Global privacy laws, such as the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and Brazil’s General Data Protection Law (LGPD), require companies to inform visitors about the data collected on their website via cookies and provide them with granular choices about what they’re willing to share. Cookie consent management solutions help users manage cookie preferences when they enter your site, presenting a banner  that informs users about how cookies are used and letting them decide which information (if any) they want cookies to collect. 

Cookie consent management solutions are rapidly evolving to keep up with changing data privacy standards. CookiePro is a solution from OneTrust designed specifically for small to medium businesses, offering a more automated way to ensure website and mobile applications stay compliant with cookie consent and global privacy regulations. At Oomph, we’ve helped several clients integrate CookiePro into their sites in recent months and think it’s on track to become an industry standard for cookie consent management. 

For organizations that are already juggling multiple site integrations, does it make sense to add another? To answer that, let’s take a look at why cookie consent matters, how a tool like CookiePro can help, and if it’s right for you. 

Why Do I Need a Cookie Consent Solution?

To comply with privacy laws and provide a transparent experience that builds trust, many website owners are rethinking how they manage compliance. Adding a cookie consent tool to your website can improve the experience for you and your users. 

Ensure Compliance

Not taking data privacy seriously can cost you. In December 2022, Meta (the parent company of Facebook) agreed to pay $725 million to settle several class-action lawsuits that found Facebook had let third-parties access users’ private data and their friends’ data without user permission. Oracle has been sued for collecting 4.5 billion personal records from consumers who have specifically opted out of sharing, and Starbucks is potentially facing a lawsuit for continuing to “track customers ‘after they’ve declined all but required cookies.’” 

While big-name companies get most of the bad press around data privacy, you don’t have to be a global enterprise to face similar consequences. In 2022, the total value of settlements for class-action lawsuits set a new record at $63 billion — and data breach and privacy class action settlements were among the top 10 settlement categories. Instead of risking a costly settlement, a much less expensive approach is to invest in a solution to help manage the work of compliance.

Build Trust

Beyond protecting your organization from legal action, demonstrating that you care about compliance helps your business build trust and long-term relationships with users. Data privacy is becoming more important to consumers of all ages, with 74% of people ranking data privacy as one of their top values

A cookie consent solution lets users know that they’re in charge of their own data. It clearly discloses which information your business collects and uses, putting the power in their hands to control the data they share. If users want to change what they’re comfortable sharing later, they can easily update their settings. That level of transparency helps set the tone for your customer interactions, turning users into loyal brand advocates. 

Optimize Efficiency

If your website serves users in multiple states or countries, keeping up with the patchwork of state, federal, and international laws is virtually impossible without software. Eleven states have unique data privacy laws in place right now, and 16 states introduced privacy bills during the 2022 to 2023 legislative cycle. 

Factor in international regulations like GDPR, and it would take more hours than there are in a day to curate the individual preferences of your customer base. Plus, which of your team members is watching in case any regulations change? The most efficient approach is to use an automated cookie solution to curate consent requirements based on the user’s location and more. 

What Is CookiePro?

Developed by OneTrust, which offers more robust data privacy solutions for enterprises, CookiePro started as a product in the OneTrust platform. After recognizing the need among small and medium businesses for a turnkey consent tool, OneTrust spun off CookiePro as a standalone solution.

CookiePro offers plans starting at around $40 per month, making it a budget-friendly alternative to enterprise solutions like OneTrust (or the cost of a lawsuit settlement). CookiePro comes with core compliance features like user-level consent management, acceptance customization, data mapping and recordkeeping, support for over 250 user languages, and additional security features. 

After helping several of our clients implement CookiePro, there are a few key features that stand out for us:

Beyond CookiePro, there are a growing number of other cookie consent solutions on the market, such as Termly and Cookiebot by Usercentrics. The right choice for you will depend on your existing tech stack, budget, and goals  — the most important step is to put something in place to protect yourself and your users.  

Where Should I Start?

Taking a proactive approach is key to ensuring data privacy for your users and avoiding costly consequences. Educate yourself on the different regulations and requirements, figure out the gaps in your compliance approach, and invest in tools that can help reduce risk and manual effort for your team. 

Feeling overwhelmed or need a fresh perspective? Oomph’s accessibility and compliance audit is a great place to start. We can help you go beyond cookie consent to meet Web Content Accessibility Guidelines (WCAG), Americans With Disabilities Act (ADA), and other regulatory standards, helping you mitigate risk and deliver on user expectations. Reach out to us to schedule your site audit. 

What’s been holding you back from migrating your website off of Drupal 7?

Maybe your brand is juggling other digital projects that have pushed your migration to the back burner. Maybe the platform has been working well enough that migration isn’t really on the radar. Or maybe (no shame here) you’ve been overwhelmed by such a massive undertaking and you’re feeling a little like Michael Scott:

Michael Scott, a character from NBC’s show The Office, says
“I don’t wanna work. I just want to bang on this mug all day.”

We get it. Whether you’re migrating to a new version of Drupal or a different platform, it’s a time-consuming process — which means now is definitely the time to get started.

While the Drupal Security Team recently announced it would extend security coverage for Drupal 7 from November 2023 to January 2025, those extra 14 months are ideally the time to plan and execute a thoughtful migration. Giving yourself ample time to plan for life after Drupal 7 is something Oomph has been recommending for a while now, and we’re here to help you through it.

3 Reasons To Start Your Drupal 7 Migration Now

1. Because Migration Takes Time

Migrating your site isn’t as simple as flipping a switch — and the more complex your site is, the more time it can take. Imagine two boats changing course in the water: It takes a massive container ship longer to turn than a small fishing boat. If your site is highly complex or has a lot of pages, it could easily take a year to fully migrate (not including the time it takes to select a partner to manage the process and kick off the work).

Even if your site isn’t so robust, you’ll do yourself a favor by building in a time buffer. Otherwise, you could risk facing a security gap if you run into complications that slow the process down. Some of the major factors that can impact timeline include:

2. Your Site Performance Is Less Than Ideal

Yes, Drupal 7 sites technically have security coverage until 2025. But if you’re still on Drupal 7, you’re missing out on the best that Drupal currently has to offer.

First, Drupal 7 is not fully compatible with PHP 8, a new and improved version of PHP that many websites are built on today. While Drupal 7’s core supports PHP 8, some contributed modules or themes on your site might not, which could create hiccups in your site performance.

In addition, the Drupal community is constantly putting out new features that aren’t available on Drupal 7. Some of the most exciting ones include:

Sticking with Drupal 7 means not only missing out on this new functionality, but also on support from the Drupal community. Interest and activity from web devs on Drupal 7 continues to wane, which means your team may find it harder to get help from others to deal with bugs or other issues. You’re also likely to see fewer new features that are compatible with the older version – so while other sites can keep up with the evolving digital landscape, a Drupal 7 site is increasingly stuck in the past.

3. To Save Your Team’s Sanity

Odds are good that if your site is still running on Drupal 7, your team is already having trouble trying to make it work for your needs. Starting your migration now is key to getting your site running as smoothly as soon as possible — and sparing your team from unnecessary misery.

Consider these pain points and how your team can address them in your migration:

Options for Life After Drupal 7

Now that Drupal 7 is officially winding down, what’s next for your website? Deciding whether to go Drupal-to-Drupal, Drupal to another CMS, or a different route entirely depends on your technical needs and resources.

Drupal 10

If Drupal 7 has served your team well in the past, then Drupal 10 is the logical choice. The newest version of Drupal is ideal for more complex sites with extensive content modeling, varying user roles, and workflow requirements. To make things easier, you can leapfrog over Drupal 8 and 9 and migrate your Drupal 7 site directly to the latest and greatest version.

Many of our clients at Oomph are going this route, since Drupal 10 offers both a range of new features and familiarity for Drupal-versed teams to cut down on the post-migration learning curve.

WordPress or Another CMS

Not sure if Drupal 10 is the best fit? If your site is on the small side or if you don’t require lots of functionality, then Drupal may be more than you really require.

In that case, moving off of Drupal altogether might be in your best interests, helping you streamline your ongoing development needs and reduce maintenance and hosting costs. Here are a few alternatives for Drupal 7 users looking for a less robust platform without sacrificing a great web presence:

An Internal Stopgap

Depending on your organization, now might not be a good time to migrate or rebuild your site. This is especially true if you’re already invested in an ongoing site redesign or rebuild. If you’re still trying to figure out your digital future, consider temporary measures you can take to stay protected once Drupal 7’s security coverage ends.

One possibility to consider is rolling up your site under another digital property in your organization. Even if it’s only an interim solution, it can help you buy time to make the best long-term plan for your website. Another option would be to develop a smaller static website with a refreshed design that would eventually be replaced with the upgraded CMS.

Tips for a Successful Migration

As your site’s technical foundation, Drupal delivers plenty of horsepower. However, the digital home you build on that foundation is what really counts. It’s crucially important to make sure all the pieces of your site work together as one — and a migration is a perfect opportunity to assess and optimize.

Over time, websites tend to accumulate “cruft” — the digital equivalent of dust and cobwebs. Cruft can take many forms: outdated, unnecessary, or poorly written code; deprecated site features; or obsolete or outdated content, files, and data. Whatever cruft exists on your site, migration is a chance to do some digital spring cleaning that can improve site performance and reduce maintenance time.

Beyond digital hygiene, evaluating each element of your site strategically can help you get the greatest business value from your migration.

No matter what you plan to tackle alongside your migration, it’s a big project. An experienced guide can make all the difference. Our team of die-hard Drupal enthusiasts has led many Drupal-to-Drupal and replatforming projects for clients, including complex e-commerce and intranet sites. For us, a successful migration is one that’s grounded in strategy, follows technical best practices, and — most importantly — can support and evolve with your brand over time.

Need a hand deciding which route to take for your Drupal 7 migration? We’d love to talk.

Finding yourself bogged down with digital analytics? Spending hours just collecting and organizing information from your websites and apps? Looker Studio could be the answer to all your problems (well, maybe not all of them, but at least where data analytics are concerned).

This business intelligence tool from Google is designed to solve one of the biggest headaches out there for marketers: turning mountains of website data into actionable insights. Anyone who’s ever gone down the proverbial rabbit hole scouring Google Analytics for the right metrics or manually inputting numbers from a spreadsheet into their business intelligence platform knows that organizing this data is no small task. With Looker Studio, you can consolidate and simplify complicated data, freeing up more time for actual analysis.

With so many customizable features and templates, it does take time to set up a Looker Studio report that works for you. Since Google’s recent switch from Universal Analytics to Google Analytics 4, you might also find that certain Looker Studio reports aren’t working the way they used to.

Not to worry: Our Oomph engineers help clients configure and analyze data with Looker Studio every day, and we’ve learned a few tips along the way. Here’s what to know to make Looker Studio work for your business.

The benefits of using Looker Studio for data visualization and analysis

Formerly known as Google Data Studio, Looker Studio pulls, organizes, and visualizes data in one unified reporting experience. For marketers who rely heavily on data to make informed decisions, Looker Studio can save precious time and energy, which you can then invest in analyzing and interpreting data.

Key benefits of using Looker Studio include:

How Oomph uses Looker Studio

As a digital-first company in the business of helping other digital-first companies, we’re big fans of Looker Studio. We think the platform is a great way to share trends on your websites and apps in an easy-to-digest way, making monthly or quarterly reporting much more efficient.

Whether you’re looking for basic insights or need sophisticated analysis, Looker Studio’s visualization capabilities can support smarter, more informed digital decision-making. Here’s a peek at some of the metrics we monitor for our own business, including:

Oomph Looker Studio sample dashboard

We also use the platform to drill deeper, comparing trends over time, identifying seasonal fluctuations and assessing the performance of specific campaigns. We leverage features like dashboards and filters in Looker Studio to give our clients an interactive view of their data.

How Looker Studio Works With GA4

Google Analytics, now known as GA4, is one of the primary tools we connect to Looker Studio. GA4 is the latest version of Google’s popular analytics platform and offers new features and functionality compared with its predecessor, Universal Analytics (UA), including new data visualization capabilities.

As many companies migrate over to GA4, they may be wondering if reporting will be similar between GA4 and Looker Studio – and if you need both.

While GA4 reports may challenge Looker Studio’s capabilities, Looker Studio provides a variety of features that go beyond what GA4 can do on its own. While GA4 dashboards and reports just include GA4 data, Looker Studio can import data from other sources as well. This means you can use Looker Studio to track trends in your site’s performance, regardless of the data source.

Looker Studio also has a unique feature called “LookML,” which allows users to create custom data models and transformations. This means you can tailor your data to your specific needs, rather than being limited by GA4’s built-in reporting. Finally, Looker Studio’s robust sharing and collaboration features allow teams to share data and insights easily and efficiently.

If your company set up Looker Studio before switching to GA4, you may notice a few metrics are now out of sync. Here are a few adjustments to get everything working correctly:

How To Set Up a Looker Studio Report

  1. Choose a template for your dashboard or create one from scratch. If you’re not sure, you can browse through templates to get an idea of what Looker can do.
A view into the Looker Studio template gallery
  1. Connect your data source. Looker supports a long list of sources, including Google, MySQL, AWS Redshift, and more. Don’t worry if your data isn’t in Google – Looker will likely be able to connect to it regardless.
Add data to a report using built-in Google connectors…
…or search for specific Conectors, some of which are provided by partners
  1. Choose your metrics. These are the specific data points you want to track and analyze in your report. You can customize your metrics to fit your specific needs.
  2. Build your dashboard. You can add charts, tables, and other visualizations to help you understand your data. Looker makes it easy to drag and drop these elements into place.
  3. Share it with others. You can either create a share link so that others can access the dashboard directly or you can set up automatic updates to be sent on a regular basis. This makes it easy for others to stay up-to-date on changes and progress.
Reports can be eamiled to participants on a schedule using Looker’s scheduling tool

A Powerful Path To Data Insights

The digital landscape is growing more fragmented and complex by the day, but tools like Looker Studio make it infinitely easier to find your path forward. Taking the time to configure and customize the platform can deliver major ROI by helping you understand user needs, pinpoint website strengths and challenges, and craft the right digital strategy.

Crunched for time or not sure where to start? Oomph can help take the hassle out of data analysis by setting up and monitoring your Looker Studio dashboards. Get in touch to chat about your needs.

We are thrilled to share that our client, Lifespan, has been named to the Nielsen Norman Group 2023 list of the ten best employee intranets in the world. Award winners are recognized worldwide for their leadership in defining the field of UX. NN/g is dedicated to improving the everyday experience of using technology. The company has evaluated thousands of websites and applications and consulted for leading brands in virtually every industry since 2001 to select the 10 best intranets annually.

A Collaborative Process

Lifespan collaborated with our team on strategy, stakeholder management, UX research, UI design, and development. We developed the intranet’s information architecture and prototyped and tested tablet versions of the mobile intranet. Our engineering team conducted a technical discovery and completed the full intranet development, which included the intranet’s custom features and integrations. The result was an intranet that met employees’ personal needs while building a sense of community across Lifespan’s large organization.

“It’s wonderful to see the culmination of so much research, feedback, conversation, and collaboration be recognized and placed among some of the best brands in the world,” said Oomph’s Director of Design & UX, J. Hogue. “This intranet required 18 months of employee-focused strategy, research, design, testing, and development with the latest technology, security best practices, and accessibility design. The result supports employees and positive patient outcomes across the hospital system. We are intensely proud of the tailored approach the teams used to create a digital experience that reflects Lifespan’s company culture.”

Helping to Connect a Remote Workforce

Lifespan is a digital workplace, and the intranet is the hub that connects employees to the hundreds of digital tools and resources they need to deliver health with care every day. Most of Lifespan’s 16,000+ employees use the intranet on a daily basis to complete their work tasks, find information about benefits, and/or read the latest news. The intranet routinely sees more than 1M page views each month. Physicians, nurses, allied professionals, and clinical support staff often use the intranet to access policies and job tools that are critical for patient care and often needed immediately. Administrative support staff rely on the intranet to access information and third-party tools that are critical to such business operations as purchasing, finance, materials management/supply chain operations, and facilities maintenance to name a few. For all users, the intranet is a central hub for department information, professional education and training, news and events, the staff directory, HR and payroll information, digital tools request services throughout the organization (both clinical and administrative), and remote access to email. Most importantly, the intranet provides a place where employees can learn what’s happening across the Lifespan system and at each individual affiliate location.

“The team responded to the importance of communication and connectedness and used those themes as the guiding strategy when redesigning the intranet. They made it more accessible, user-friendly, and contemporary, thanks to their vision, planning, and execution,” said Lifespan Senior Vice President, Marketing and Communications, Jane Bruno. “Winning this award is a testament to the hard work of Lifespan’s marketing and communications and information services teams, and their collaboration with Lifespan’s digital design and development partner, Oomph.”

There’s no doubt that all of us at Oomph are extremely proud of the outcome as well and it’s even more gratifying to work side-by-side with an organization that’s so committed to improving the employee experience. After an award-winning collaboration like this, we look forward to continuing our partnership in the years to come.

More information about the 2023 winners is on the NN/g website. The winning intranets are also featured in the NN/g’s publication, Intranet Design Annual 2023: Year’s 10 Best Intranets. The publication includes a detailed case study on Lifespan’s intranet project and the vision, working methods, and management strategies underpinning its success.

Past recipients of the top 10 intranet award include BNY Mellon, Korn Ferry, The United Nations, Barclays, 3M, The Estée Lauder Companies Inc., International Business Machines Corporation (IBM), Princeton University, and JetBlue.

Interested in learning more about Oomph’s award-winning work? Take a look at some of our favorite projects and see how we make a difference for clients nationwide.

The full press release can be found at: https://www.lifespan.org/news/lifespan-named-top-10-best-intranets-world-nielsen-norman-group-nng

In good times and bad, healthcare is deeply ingrained in our lives. From the beginning to the end, our providers monitor our growth, treat our illnesses and injuries, and keep us as healthy as possible.

But healthcare organizations can no longer take that provider-patient dynamic for granted. In the wake of the COVID-19 pandemic, more patients than ever distrust the healthcare system. The healthcare industry is also working to recover from the $206.2 billion hit it took in 2020, driven largely by forced delays in preventative care and elective surgeries.

As the healthcare sector finds its footing post-COVID, providers have a tremendous opportunity to build stronger patient relationships than ever before. In 2022, 83% of healthcare consumers said they wanted to make their health and wellness a priority again, while another 37% said they wanted to be more engaged with their healthcare. So where should providers start? With a laser focus on user experience (UX).

As telehealth and retail disrupters like CVS and Amazon gain momentum, it’s easier than ever for patients to get a flu shot or a test for strep throat – a convenience that patients love. These healthcare disruptors also have a leg up in the virtual world, since they’re powered by the modern digital platforms that patients have come to expect.

To find a way forward, traditional healthcare organizations need to focus on creating a strong UX and digital presence that can both compete with disruptors and satisfy the regulatory requirements unique to healthcare (we’re looking at you, HIPAA).

Why Your Patients Expect Better UX

Once upon a time, patients believed that doctors knew best. They went to the healthcare provider down the street and trusted that the provider had the expertise to resolve their health woes.

In 2023, patients are informed consumers. 60% of patients research online before choosing a provider, many of whom consult the healthcare organization’s website. If this isn’t reason enough to revamp your digital footprint, 40% of patients also say they prefer to book appointments online.

Together, these statistics illustrate a growing demand among patients for more robust, patient-friendly digital experiences. The issue is that this is exactly what healthcare organizations have struggled to do for years. At Oomph, some of the most common challenges we see among healthcare brands include:

Yet there are exciting examples of innovation across the industry, too. Forward-thinkers like the Cleveland Clinic are proof that healthcare UX can and should be innovative — largely because better digital capabilities enhance the patient experience, fueling stronger relationships that benefit providers and the patients they serve.

Our healthcare team at Oomph works with providers of all sizes to uncover digital solutions that make sense for their size and structure, budget, and patient needs. Here, Oomph UI Designer Alyssa Varsanyi shares best practices they’ve developed in partnership with our healthcare clients.

Our 4 Healthcare UX Best Practices

1. Be Accessible and Inclusive

Accessibility is non-negotiable for any digital experience. It’s even more important for provider sites, which are likely serving people with a wide range of conditions — all of whom need and deserve complete and immediate access to healthcare.

To create a healthcare UX accessible to all, healthcare organizations should:

2. Create a Safe Space

In healthcare, protecting patient data is table stakes. To create a safe space, you have to think not just about patient confidentiality but also about building trust. A thoughtful digital environment with inclusive language can go a long way to helping patients feel seen, heard, and cared for.

Websites like Cedars-Sinai are a great example of how websites can be built around trust. Their platform exemplifies how language can be the foundation for a credible site, especially when paired with supportive modules like sources and testimonials.

To take the same approach to your site:

3. Make Navigation Easy

Many patients come to healthcare systems with an immediate need — a parent needs to find an open appointment NOW for their child’s pre-season sports physical, or a cooking enthusiast needs to locate an urgent care on a Sunday to patch up the new chopping-related cut on their hand.

In either scenario — and countless others that people face daily — it’s critical that patients can easily find the right information at the right time and in the right way.

To make this a reality, healthcare organizations should strive to:

As technical as these tactics are, don’t forget to show empathy, too. It is possible to show compassion online, like how Stanford Health poses the question, “What can we help you find?” Emotional asks like this can illustrate an organization’s genuine desire to be helpful to their patients.

4. Build Responsive Experiences

Healthcare needs don’t wait until patients are sitting in front of their computers. Think about an adult child peeking over their senior parent’s shoulder while they search for a specialist, or a new parent scrolling through their phone at midnight while cradling their sick baby.

Now imagine those people frantically pinching at the screen so they can read the entire text block or find the right button. Stressful, right?

Patients should be able to seamlessly access healthcare anytime anywhere, which means designs must be responsive. Keep in mind:

What does that look like in practice? Consider the Summit Health website. Its simple navigation makes it easy for patients to find what they’re looking for, while the responsive design enables patients to engage on the go.

Healthcare UX Is a Journey, Not a Destination

At Oomph, we’ve seen firsthand how these healthcare UX best practices transformed the patient experience of our many healthcare clients. Even still, it’s important to note that UX isn’t one-size-fits-all. A national network of hospitals may need a very different digital patient experience than an owner-operated group of general practice clinics.

So how do you start building a UX that works for you and your patients? Research and testing.

UX audits, user research, and usability testing are all keys to the lock that is an effective UX strategy. By identifying what’s working and what’s not, what your patients want and what they don’t, you can put your organization on an evidence-based path to world-class UX.

Interested in exploring ways to improve UX for your own patients? We’re here to help.

Humans encounter thousands of words every day. As a website owner, that means your site content is vying for your user’s attention alongside emails from their colleagues, the novel on their nightstand, and even the permission slip scrunched at the bottom of their kid’s backpack.

How do you cut through the clutter to create site content that people actually want to read?

While you may already be choosing topics that are the most interesting and relevant for your audience, the structure of your writing may not be optimized for how people read. By understanding your audience’s reading behaviors following best practices for readability and accessibility, you can make sure your content works with people’s natural tendencies – not against them – to create a more engaging digital experience. An added bonus: Google shares many of those same tendencies, so content that’s designed well for humans is also more likely to perform well for organic SEO.

As a digital platform partner to many clients with content-rich sites, Oomph often works with brands to redesign their content for digital success. Here’s a look at the basic principles we apply to any site design – and how you can use them to your advantage.

How People Read Online

When we dive into a book, we typically settle in for a long haul, ready to soak up each chapter one by one. But when we open up a website, it’s more like scanning a newspaper or the entire bookshelf – we’re looking for something specific to catch our eye. We quickly scan, looking for anything that jumps out at us. If we see something interesting, then we’ll slow down and start reading in more detail.

Think of it like an animal following an information “scent,” identifying a mixture of clues that are likely to lead to the content you’re looking for. Most people will decide which pages to visit based on how likely the page will have the answer they’re looking for and how long it’s going to take to get the answer.

Users need to be hooked within a few moments of looking at a website or they’ll move on. They need to be able to identify and understand key factors like:

  1. The point of the information and why they should keep reading
  2. Whether they can trust the information and the source
  3. The type of content provided and any action expected from them, like signing up for an event
  4. How visually engaging and readable the content is

The takeaway for brands? Writing with your readers’ needs in mind is a way to show them you care and want to help them solve their problem. It’s also the key to achieving your site goals.

Your site content does more than just convey information – it’s about building trust, establishing rapport, and creating a connection that goes beyond the page. Whether you’re trying to sell a product or promote a cause, crafting content around your audience’s needs, desires, and preferences is the most effective way to compel them to take action. Here are four ways to set your website content up for success.

1. Put your data to work.

If you’re looking to refresh your current site, data can help you make informed choices about everything from your content strategy to your layout and design. Use digital reporting tools to answer questions like:

Google Analytics is a go-to tool for understanding the basics of who is visiting your site and how they’re engaging with your content. You can track metrics like session duration, traffic sources, and top-performing pages, all of which can help you better understand what your audience is looking for and what you want to tell them. (If you haven’t made the switch to Google Analytics’ latest platform, GA4, jump-start the process with our 12-step migration guide.)

Additional tools like Screaming Frog and Hotjar can give you even deeper insights, helping you track content structure and real-time user interactions.

2. Create a simple and consistent content structure.

When it comes to site content, consistency is like the foundation of a house (minus the power tools and hard hats).

A well-structured site not only helps users navigate and understand your content more easily, but also enhances the visual appeal and flow of the site. Think of it like a dance floor – you want your users to be able to move smoothly from one section to the next, without any awkward missteps.

That means focusing on shorter sentences, bullet points, and clear subheadings, all backed up by engaging visuals that serve as resting points for the eye. And while you’re at it, don’t forget to declutter your content — users don’t want to wade through a sea of unnecessary words just to find the nuggets of gold.

Ask yourself: Does this content flow smoothly, is it easy to scan, and does it make my key messages stand out? If the answer is yes, then you’re on your way to successful content.

3. Make sure visuals and content play nicely together.

When it comes to enhancing your content with visuals, the key is to strike a balance between style and substance. Your design should complement your content, not compete or distract from it.

Beyond their aesthetic appeal, well-designed visuals are important for creating a sense of credibility with users. Think back to the concept of information scent: If your design looks sloppy or inconsistent, users are less likely to trust the information you’re presenting. So make sure you’re using design elements wisely, creating ample white space, and avoiding anything that makes your content feel like a sales pitch.

4. Focus on accessibility.

When it comes to site content, accessibility can’t be ignored. Content should be engaging and informative and also conform to the , Website Content Accessibility Guidelines (WCAG). Tools like SortSite can help identify these issues and guide you toward accessibility success.

There are a number of things all sites need to consider:

Designing Engaging Content Doesn’t Need To Be a Full-Time Job

If you already have a library of content, auditing the content that already exists can be daunting. And sometimes, you need a little help from your friends. That’s where third-party experts (like us!) come in.

During our website discovery process, we use strategies like content and analytics audits, UX heuristics, and user journey mapping to help position client sites for success. We’ll help you identify areas for improvement, highlight opportunities for growth, and guide you toward achieving content greatness.

Ready for a fresh perspective on your content? We’d love to talk about it.

On the hunt for the right vendor to help with your website refresh or app launch? Creating a request for proposal (RFP) is often an essential – and even required – first step. But much like digital experiences themselves, RFPs can range widely in quality.

At their best, RFPs clearly educate potential partners about your needs and help you compare your choices more easily. At their worst, RFPs are vague, complicated, and time-consuming for everyone involved. That can prompt some vendors to bypass them completely, leaving you with a less-than-stellar pool of options.

Many agencies see RFPs as a high-risk, low-reward business development strategy and are selective about responding, since they can eat up so much time. Case in point: The average company spends 32 hours and has 9 team members work on each RFP, yet wins less than half of them.

Despite all this, RFPs aren’t going anywhere. So how can you create an RFP that will actually attract the type of partner you want?

At Oomph, we review hundreds of RFPs every year to find the projects that are best suited for our skills. After sorting through the good, bad, and truly ugly, we’ve established an internal scoring system for potential RFPs — and learned some valuable lessons along the way.

Here are nine key factors that can help ensure your RFP stands out from the rest.

1. Embrace open communication.

By establishing open lines of communication from the outset, you can build a sense of trust and clarify questions to ensure the proposed solutions meet your needs.

If holding calls with individual vendors isn’t an option, hosting a pre-bid call is one effective way to gain face time with several prospective partners at once. Connecting live can give you a sense of how your two teams will mesh. For example, if an agency flakes on the call, those issues will likely only get worse during the project itself. On the flip side, a vendor who gets your goals and needs can often give you a more customized and accurate estimate.

2. Be as transparent as possible with your budget.

Ah, the million-dollar question: How much will this all cost? Some organizations decline to share a budget in their RFP, either because they’re not allowed to or because they don’t want vendors to inflate their price to match the stated budget. But omitting a dollar figure can quickly lead to frustration on all sides: You don’t want to waste time sorting through responses that aren’t in your budget, and agencies don’t want to respond to potential clients who can’t meet their rates.

By providing a targeted cost, you build trust with potential partners and avoid wasting time on solutions that are out of your price range. When including a budget, be clear on how vendors should respond. Do they need to list every expense as a line item or can they group costs? Should they include additional items that they think could enhance the project?

If you’re in an industry where you can’t share a budget, consider at least including a not-to-exceed figure. Otherwise, be prepared to sift through huge swings in costs. This is one instance where getting specific about your desired solution can actually be a good thing. Noting that you’re looking for a templated website vs. a custom build, for example, can help you avoid getting some proposals that come in at $20,000 and others that come in at $200,000.

3. Give ample time during the process.

RFPs are a lot of work and you don’t want to rush. A hasty process can increase the likelihood of mistakes, omissions, or incomplete responses from potential partners.

If you’re accepting questions on your RFP, make sure you leave enough time after answering them for agencies to formulate their response. If you have a second round, create some breathing room for agencies to prepare, especially if you’re expecting a presentation.

4. Provide the basics on your company.

Vendors want to know who you are and what you’re about. This includes basic details like the products or services you offer, your location, and your audience.

You should also include details on what makes your organization different. What sets you apart? What’s your mission? This will help vendors better understand your company’s goals, allowing them to tailor their proposals to your specific request.

Finally, let vendors know who will be spearheading the project on your team. Are there multiple decision-makers? Will your board need to sign off? Sharing information on your working style can help attract vendors who are a good fit and ensure they plan for the right level of collaboration in their scope.

5. Focus on your project goals, not the solution.

When creating an RFP, it’s easy to get caught up in the specific deliverable you think you need. But try to think big picture.

What do you want to accomplish? What was the impetus behind this work? For example, if your online leads are slowing down or it’s been ages since you last refreshed your design, share the details in your RFP. Make sure to include any project constraints as well, like if you want the winning firm to use your existing technical setup or if you’re open to new solutions.

By focusing on challenges and goals vs. proscriptive solutions, you allow potential partners to propose ideas that you may not have considered — but could be more effective than your initial solution.

6. Let applicants know which response formats are (and aren’t) OK.

List out the required elements you want to see in a proposal, like solution overview, a proposed timeline, and relevant work samples. Providing a standard framework can make it easier for agencies to assess the effort involved before deciding whether to respond and help you compare the strengths and weaknesses of various approaches. If any items are high-priority, be clear about where you expect applicants to spend the most time.

While providing details on what you’d like to see in the proposal is a smart move, be flexible if possible on how agencies deliver their response. If your project involves design work, allowing agencies to submit a PowerPoint deck instead of a written response can give you a glimpse at their design skills and how they interpret your brand based on the RFP. If you need proposals submitted in a specific format, go digital if possible. Most agencies will click “Pass” on any RFP that requires submitting 10 printed copies of a 30-page response.

7. Be clear on what will set applicants apart.

Think about what would make your partner a perfect fit for your organization. Is it experience in your industry or working with your preferred CMS? Is hiring a woman- or BIPOC-owned firm important to you? Are you eager to find a local agency that you can collaborate with in person?

By explicitly stating what will set top-tier candidates apart, you not only motivate vendors to put their best foot forward, but also give them the guidance they need to do so. Providing specific evaluation criteria in your RFP can also help ensure that the vendors who respond are the ones best suited to your project’s needs.

8. Consider your invites carefully.

The RFP process is meant to help you choose a single partner to meet your needs. Finding your ideal match requires carefully considering their expertise, proposed solution, and alignment with your company’s culture and values. So when you send your RFP, aim for quality over quantity in responses. Reviewing proposals from vendors who lack the necessary skills or who are a poor fit can lead to wasted time and, ultimately, a less successful project.

Beyond posting your RFP across your channels, think about how to proactively find the best partner for the job. Doing research in your industry and even asking competitors or affiliates who they’ve worked with can help narrow down your search.

9. Hold off on those references.

We get it – it’s helpful to get a second (or third, or fourth…) opinion when choosing a partner. However, it’s best to wait until you’ve narrowed it down to a few potential partners before reaching out to their references.

Why? You don’t want to waste your time contacting references for vendors who may not end up being a good fit for your project. Some vendors also may not want their clients contacted over and over again for early-stage RFPs. By waiting until you’ve narrowed down your list, you’ll likely have better, more specific questions to ask the references based on the vendor’s proposed solution.

Creating a Win-Win RFP Process

With the help of a well-crafted RFP, you can attract top-tier vendors who will be eager to flex their creative muscles and propose solutions that achieve your project’s goals. By prioritizing transparency, setting clear expectations, and valuing communication, you can establish a strong foundation for a productive and successful collaboration.

Need a fresh perspective on your digital project RFP? We’d love to talk about it.

Have you ever tried to buy tickets to a concert and experienced the frustration and eventual rage of waiting for pages to load, unresponsive pages, unclear next steps, timers counting down, or buttons not working to submit — and you probably still walked away with zero tickets? Yeah, you probably had some choice words, and your keyboard and mouse might have suffered your ire in the process.

As a website owner, you strive to create a seamless user experience for your audience. Ideally, one that doesn’t involve them preparing to star in their own version of the printer scene in Office Space. Despite your best efforts, there will be times when users get frustrated due to slow page loads, broken links, navigation loops, or any other technical issues. This frustration can lead to what the industry calls “rage clicks” and “thrashed cursors.” When your users are driven to these actions, your website’s reputation, engagement, and return visits can be damaged. Let’s dig in to discuss what rage clicks and thrashed cursors are and how to deal with frustrated users.

First of all, what are Rage Clicks?

Rage clicks are when a user repeatedly clicks on a button or link when it fails to respond immediately — the interface offers no feedback that their first click did something. This bad user experience doesn’t motivate them to return for more. These clicks are likely often accompanied by loud and audible sighs, groans, or even yelling. “Come on, just GO!” might ring a bell if you’ve ever been in this situation. Rage clicks are one of the most frustrating things a user can experience when using a website or app.

Rage Clicks are defined technically by establishing that:

  1. At least three clicks take place
  2. These three clicks happen within a two-second time frame
  3. All clicks occur within a 100px radius
rage-click

Similarly, what is a Thrashed Cursor?

A thrashed cursor is when a user moves the cursor back and forth over a page or element, indicating impatience or confusion. Various issues, including slow page load times, broken links, unresponsive buttons, and unclear navigation, can cause users to exhibit these digital behaviors. It can also indicate the user is about to leave the site if they cannot find that solution quickly.

Thrashed cursors are defined technically by establishing that:

  1. There is an area on the page where a user was moving their mouse erratically
  2. An established pattern of “thrashing” occurs around or on specific elements or pages
  3. Higher rate of user exits from the identified pages

Why do Rage Clicks and Thrashed Cursor happen?

Common reasons rage clicks and thrashed cursors happen are:

  1. Poor Design: Poor design is one of the most common reasons for rage clicks and thrashed cursors. If the website has a confusing layout or navigation structure, it can be frustrating for users to find what they’re looking for. Or, they may assume an element is clickable; when it’s not, it can be irksome. Underlined text is an excellent example, as users often associate underlines with links.
  2. Technical Issues: Technical issues such as slow loading times, broken links, or non-responsive buttons can cause rage clicks and thrashed cursors. Users expect the website to work correctly; when it doesn’t, they can become annoyed or frustrated. If they click a button, they expect the button to do something.
  3. Lack of Clarity: If the website’s content is unclear or poorly written, it can cause confusion and frustration for users. They may struggle to understand the information provided or find it challenging to complete the intended action. Content loops can be a good example of this. Content loops happen when users repeatedly go back and forth between pages or sections of a website, trying to find the information they need. Eventually, they’ll become frustrated, leading to this user leaving the website.
IT Crowd Monitor Throw

How do you resolve issues that lead to Rage Clicks and Thrashed Cursors?

Now that we know what rage clicks and thrashed cursors are and why they happen, how do you resolve it, you may be asking. Here are a few things an agency partner can help you with that can significantly reduce the risk of your users resorting to these behaviors.

Use Performance Measuring Tools

By employing performance measuring, you can analyze the data collected, gain valuable insights into how users interact with your platform, and identify areas for improvement. For example, if you notice a high number of rage clicks on a specific button or link, it may indicate that users are confused about its functionality or that it’s not working correctly. Similarly, if you see a high number of thrashed cursors on a particular page, it may suggest that users are struggling to navigate or find the information they need.

Tools that support Friction or Frustration measurement:

  1. Clarity (from Microsoft)
  2. ContentSquare
  3. Heap
  4. HotJar
  5. Mouseflow
  6. Quantum Metric

Conduct User Experience Exercises and Testing

Identifying the root causes of rage clicks and thrashed cursors can be done through a UX audit. An agency can examine your website design, functionality, and usability, identifying areas of improvement.

  1. User Journey Mapping: User journey mapping involves mapping the user’s journey through your website from a starting point to a goal, identifying pain points along the way, and determining where users may get stuck or frustrated.
  2. Usability Testing: Usability testing involves putting the website in front of real users and giving them tasks to complete. The tester then looks to identify issues, such as slow loading times, broken links, or confusing navigation.
  3. User Surveys: User surveys can be conducted in various ways, including online surveys, in-person interviews, and focus groups. These surveys can be designed to gather information about users’ perceptions of the website, interactions with the website, and satisfaction levels. Questions can be designed to identify areas of frustration, such as difficult-to-find information, slow page load times, or confusing navigation. It’s wise to keep surveys short, so work with your agency to select the questions to garner the best feedback.
  4. Heat Mapping: Heat mapping involves analyzing user behavior on your website, identifying where users are clicking, scrolling, and spending their time. This can identify areas of the website that are causing frustration and leading to rage clicks and thrashed cursors.

Focus on Website Speed Optimization

A digital agency can synthesize findings from UX research and performance-measuring tools and work to optimize your website for quicker page loads and buttons or links that respond immediately to user actions.

  1. Image Optimization: Optimizing images on your website will significantly improve page loading times. An agency can help you optimize server settings and compress images to reduce their size without sacrificing quality.
  2. Minification: Minification involves reducing the size of HTML, CSS, and JavaScript files by removing unnecessary characters such as white space, comments, and line breaks. This can significantly improve page loading times.
  3. Caching: Caching involves storing frequently accessed website data on a user’s device, reducing the need for data retrieval and improving website speed.
  4. Content Delivery Network (CDN): A CDN is a network of servers distributed worldwide that store website data, improving website speed by reducing the distance between the user and the server.
  5. Server Optimization: Server optimization involves optimizing server settings and configurations, such as increasing server resources, using a faster server, and reducing request response time. Website owners frequently skip this step and don’t select the right hosting plan, which can cost more money through lost users and lower conversions.

Resolve Technical Issues

A web agency can help resolve any technical issues that may be causing frustration for your users. These issues may include broken links or buttons, 404 errors, slow page load times, and server errors. Technical issue resolution can involve various activities, including code optimization, server maintenance, and bug fixes that work to ensure that everything is working correctly and address any issues that arise promptly. The resolution of technical issues will improve website performance, reducing the likelihood of user frustration and rage clicks.

Next Steps

User frustration can negatively impact user satisfaction and business outcomes. Partnering with a digital agency can be a valuable investment to mitigate these issues. Through the use of tools, UX audits, user surveys, website speed optimization, and technical issue resolution, a digital agency can identify and address the root causes of user frustration, improving the overall user experience — leading to an increase in user engagement, satisfaction, and loyalty, which means improved conversion rates, higher customer retention, and ultimately, increased revenue for your business.

If your customers are hulking out, maybe it’s time to call us!