I remember one of my favorite web designers explaining to me why her business phone number was splattered visibly all over her web site. I thought it looked a little silly. She said she took no chances that her visitors would:

A. Not find it

B. Have some stupid excuse for not using it.

She was VERY customer service oriented and it showed.

Phone numbers are tricky things. If you work from home, and your product or service is International, this could present some thought to time zones and privacy. I don’t list my phone number because I won’t answer it if I’m testing a site. (Unless its family of course, and they run the risk that I’ll be non-conversational and snippy.)

Anyway, I hypocritcally insist to all ecommerce site owners to make sure their customer service phone number is visible and accessible from every page, and especially on product pages, contact, orders forms, RFQ’s etc.

It’s a courtesy. It’s also a sign of credibility. However, its not total proof of customer service. Whatever you may think about phone numbers on web sites, I thought this story was a good illustration of what can happen, or not.

Put a phone number on your ecommerce site. The comments bring up some good points too.

The author writes, “I always recommend to clients that they put their phone number prominently on every page of their ecommerce sites. I believe it re-assures customers that if they have a problem, the customer can talk to someone.

I just proved to myself that it was the right advice for the wrong reason.”>

To User Persona or Not to User Persona…What is a User Persona?

Discussion or just learn more on the mysterious user persona in Book: The Persona Lifecycle

“Jeffrey Veen terms those personas unbacked by research “The designer’s imaginary friends.”


Usability and Trust: Do You Feel Safe and Comfy Entering Personal Information?
Do You Want My Money, or Not?


Kim Krause Berg’s long background in web design, SEO and usability includes software application functional and user interface testing, accessibility, information architecture and persuasive design. She shared her passion for Usability and SEO through her site and private consulting at Cre8pc for 17 years. Kim founded Cre8asiteforums in 1998. In the fall of 2012 she sold her forums to Internet Marketing Ninjas and retired from private consulting to join their Executive Management team where she continues her work in usability testing, customer experience and conversions design.

My Online Course: Web Site Usability 101


American Society for Information Science and Technology (ASIS&T)

Information Architecture Institute

Usability Professionals Association (UPA)