Assisting Your Customers with Mysterious Website Behavior

7:54 PM


January 19, 2022 3:26 PM

Working with clients is an adventure every time. There’s much to keep web designers on their toes, whether it’s last-minute adjustments to a project or design conflicts. And you never know when the next surprise may appear. The most difficult is to assist customers with Mysterious Website behavior.

One thing you can bet on is that a client will have problems (real or imagined) with their website at some point. This might be due to a genuine issue or a simple misunderstanding. In either case, it may appear hard to recreate or locate the cause.

It’s what I term an “unexplained website phenomenon.”  For example, a client may see something that you do not. Or a blog article they were working on mysteriously vanishes. Isn’t it weird?

Problem faced while creating a WordPress website and its solution

So get ready and join me as we investigate strategies to assist your clients in unraveling these mysteries. We’ll even go through some of the most frequent of these “unusual things.”

Determine the Website Problem

The first stage in our objective is to determine exactly what a customer is facing. This portion may not be that difficult if your client is relatively tech-savvy. They may point you in the direction of an error message or another indication that allows you to continue your probe.

However, if they are unknown to technology, things become more difficult. You might not understand each other’s language, just as you may not understand a small child. In that scenario, you should ask a lot of probing questions, such as:

  • What were you attempting to accomplish?
  • What did you expect to happen, and what did you get instead?
  • When the incident happened, what page were you on?
  • Were any error warnings displayed?
  • Did you take any steps to resolve the issue?
  • Are there any recent software upgrades (CMS, theme, plugins) that you are aware of?
  • What device, operating system, and web browser were you using?

Of course, there are several questions to be asked. And, depending on the circumstances, some things may be inferred. The idea is to figure out what went wrong, or at least what your customer believes went wrong.

Retrace Their Steps

Now that we have some fundamental facts, we can go on to experimenting. This entails retracing a client’s steps in order to duplicate the stated problem. Were you hoping for a cakewalk?

Sometimes you’re lucky enough to be able to duplicate an issue in such a way that it leads directly to a solution. But, in the case of mysterious website phenomena, that is more the exception than the rule.

A user’s choice of web browser and operating system can have a significant impact. Not to mention any browser extensions or security software that may be interfering with their ability to do particular activities.

That is why fixing an issue may be so difficult. One system’s setup may produce issues, while another appears to operate perfectly.

The timing might sometimes be an issue. As a server or network issue happened, your client may have attempted to do something correctly. A brief DNS outage might potentially cause problems.

If retracing a client’s steps does not provide results, the following things must be addressed.

Interpretation of the Bizarre Website

Every website-related issue has a root cause. However, it is not always evident why things went wrong. Those are the hardest occasions to communicate with a client.

Most of the technology is about having precise answers. If the data indicates this, it must imply this. This is what web designers and developers are used to discussing. When things aren’t so clear-cut, it’s difficult to know what to say.

The best you can do is respond honestly: “You don’t know why this terrible/annoying/inconvenient thing happened.” Perhaps that seems a little sad, but it’s better than making something up.

Having stated that, it is still allowed to guess. You may provide a list of choices alongside your “I don’t know” speech. This will at the very least give a client something to think about. And you won’t have to deal with the embarrassment of a lost mission.

Exposed: The Most Common Website Demons

What would the web design profession be like if there wasn’t a little mystery and suspense? Let’s take a look at some of the most typical problems that breach our websites and force us to struggle:

Website Layout

Cache Disaster

The cache may be a wonderful thing since it speeds up your website. However, it may also be the source of several other undetected problems. In other words, your client can’t see the update you just released because they’re looking at an earlier version of a page that’s trapped in the cache. It’s also a bit of a shifter in the sense that the problematic cache might be stored locally or on the server. Either way, it must be cleared.

Mesmerizing JavaScript

Even minor JavaScript flaws can be harmful. It just takes one out-of-date piece of code to trigger usability concerns. Because of a library change or even a simple error, entire sites might be rendered unusable.

JavaScript is almost invisible to clients. All they see is a damaged website, with no idea what caused the problem. Fortunately, we have the browser console to assist us in crushing any issues that may develop.

Poor Web Hosting

Even the most perfectly designed website may be brought to its knees by faulty hosting. Long periods of downtime are dreadful, but periodic issues are much worse. For instance, those few glitch seconds when your client attempted to save a post or upload a file and – collapsed.

Because such issues are unpredictable, they might be difficult to track down. It may even persuade you to believe that it is one of the universe’s unsolved mysteries.

Restoring Balance to an Anxious Client's Website

If anything, the internet can be a very unexpected place. While web designers are accustomed to navigating these problems, our clients are not. As a result, when problems arise with their website, they frequently have a different reaction.

Clients may not always be aware of where to search for certain error messages, for example. Furthermore, they may be unaware of the influence that software, such as an outdated web browser, might have on their user experience. It’s also difficult for them to accurately communicate what they’re seeing and doing.

Choosing out the most valuable bits of information to provide a fix is sometimes a matter of picking out the most valuable bits of information you can acquire. From then, it’s a matter of putting together enough evidence to mimic an issue. Sometimes it works, and sometimes luck isn’t on your side.

You are unlikely to have a response every time. That’s OK. It’s a huge web out there. As a result, some things are just unknown.

2 thoughts on “Assisting Your Customers with Mysterious Website Behavior”

    1. I hope you liked the content and learned something new. You may contact me through social media. You will find all my social media on the site’s home page.

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