How Mobilegeddon Has Affected UX Customer Experience


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What is Mobilegeddon? It refers to Google’s latest search algorithm update, which has promised to penalize websites with a poor user experience.

Since Google’s latest algorithm update, considered by many to be Mobilegeddon, what have we learned?

mobilegeddon1Although the impact has not yet been significant, there have been some key players affected by the release already.

After monitoring the search landscape over the course of late April into May, our team at Decibel Digital has observed that a number of big brands have taken a few knocks as a result of not having fully optimised websites for mobile devices.

Changes in UX Customer Experience Post Mobilegeddon

The AA have only optimised their homepage and a handful of other pages on their website. The ‘insure my car’ tab on the mobile-optimised homepage takes users to the car insurance page, which unfortunately isn’t optimised for mobile devices.

This inconsistency is likely to result in a poor user experience for mobile users, and could have a knock on effect on conversions. Having identified a UX issue on this page, we can see that Mobilegeddon has impacted upon its search visibility, along with other pages which aren’t mobile optimised on the AA site.

mobilegeddon2Before the Mobilegeddon update on the 21st April, this particular page of the AA’s website appeared on the first page of Google search engine results pages (SERPs) for “cheap car insurance”. We can now see that the AA has been demoted to the second page. A similar impact with drops in visibility has also been seen for other search variations such as “car insurance quotes”. Although we do not have access to specific analytics data, the evidence suggests that the AA are going to find it increasingly difficult to gain traffic to this page if they are not visible for “car insurance” related queries.

With that in mind, It is no surprise to see Google favouring More Than, another well known insurance brand, currently positioned at the top of search for the “cheap car insurance” term. This can be attributed to their fully responsive website which takes users to the relevant landing page.

A number of other brands, such as Barclays, are experiencing the same issue with falls in search visibility. This is likely due to the fact that only parts of their website are optimised for mobile.

Failing to Deliver in the Web Customer Experience

As highlighted above, the AA are not delivering mobile-optimised sitewide experience. This can be seen to affect their search rankings, which is likely having a knock on effect on traffic and site conversions too.

mobilegeddon3Our study of mobile searches over the past month reveals another UX gaffe courtesy of the fashion outlet Next.

Next have a mobile site alongside their desktop site Surprisingly, Next are not currently allowing Google to index their mobile website, stifling its availability to users, who have little choice but to visit the desktop site.

Without Next allowing the Google search bots to crawl their mobile website, there is no optimised user experience provided to existing or potential customers.

mobilegeddon4To have any success in landing on Next’s mobile site, users can type “next mobile” into the results page to be presented with the option of visiting the desktop or mobile site. The problem with this is that Next are relying on users to search “next mobile” – which is very unlikely to happen.

Lessons Learned from Mobilegeddon

While the full impact of Mobilegeddon has yet to be ascertained, these early indicators show that big brands are also bearing the brunt of Google’s changes. As the examples from AA and Next demonstrate, simple search or UX mistakes, can result in being demoted in the SERPs by Google.

Search visibility affects UX and vice versa. If both factors are not working together harmoniously, businesses no longer have anywhere to hide and will generally struggle to achieve their potential online.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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