Why eCommerce Product Filtering Is Broken (and How to Fix It)

Product Filters

Discoverability and findability are two important terms that optimizers should be familiar with.

Discoverability is when you find the perfect book, even though you were not necessarily looking for it. Findability is when you find the exact book you were looking for, even if all you knew about it was the author’s last name.

eCommerce product filtering, when done right, can solve both issues.

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Math.

It’s cold. It’s undeniable. It’s absolute. It’s infallible.

Or is it?

As CROs we tend to boil the world of human behavior, intent, and action into neat rows in a spreadsheet. We weave our assumptions together with formulas in order to break down complex interactions into absolute spreadsheet cells valued by the number of the digits they contain.

It’s math. We can’t be wrong!

But we are wrong. We’re wrong a lot. Our entire existence is built around being wrong.

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If you read this blog regularly, you probably don’t need an introduction to CRO or A/B testing. You know the major players, best practices, and you’ve likely tested your fair share of ideas.

But, as an expert, you likely know some of the persistent frustrations with current approaches. To name just a pair:

  • Testing simply takes time.
  • Our best instincts are often wrong.

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No one ever said optimizing any website is easy. But at least if you’re working on an eCommerce site, you have clear metrics to hit. You have goals on which (probably) everyone agrees.

But what if you’re an analyst, optimizer, or digital marketer and working on a site without a clear conversion?

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You’re likely familiar with the finding that over half of communication is non-verbal.

So perhaps you won’t be surprised to learn that your copy is “saying” a lot more than you think it is. That’s because tone of voice is at play, influencing how visitors read your copy and relate to your company.

Fortunately, tone of voice can be deliberately created, managed and optimized.

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