Searcher Mental Models & SEO
Do search engine optimization professionals architect websites to match searcher mental models?
I had a search engine optimization (SEO) epiphany recently that involved site architecture and the mental models of web searchers.
Website information architects try to determine how users categorize, organize and label information on a site. Information architects use a number of methods to determine the best site architecture, including but not limited to:
On a website, an information architect's goal is to determine both information architecture and a corresponding navigation system...both that best correspond to the mental models of the site's end users.
An effective site architecture and navigation should enable users/searchers to accomplish their goals more easily and efficiently. With every click, a user's information scent should be reinforced and validated without distracting, confusing or annoying the user. Additionally, a site's information architecture should communicate the "aboutness" of page content to both search engines and site visitors.
Usability pros look for expressions of this sentiment when test participants interact with a website.
After three iterations of usability testing on one particular business-to-business healthcare website, I noticed something interesting: pages that the in-house SEO professional created did not match the mental models of the primary and secondary target audience. Words such as "fluff," "propaganda," and my personal favorite, "what the [expletive]," were used to verbally describe these pages. Furthermore, these same words appeared in test participant comments and category/section labels.
Digging a little deeper, I also noticed that all of their competitors created web pages that did not match user/searcher mental models. Yet these pages were ranking well. So even this company's competitors were not creating sites to accommodate user/searcher mental models.
Why would any website owner create an information architecture where a considerable number of SEOed pages belong in the category labeled, "What the [expletive]?" Why do SEO professionals continually build pages, and entire websites, that do not match searcher mental models?
What is a mental model?
A mental model, also known as a conceptual model, is an explanation of a person's thought process about how something works in the real world, faithfully representing root motivations and matching behaviors. Everyone has a mental model about how a website or a search engine works, and no one person has the same mental model as another person. Nevertheless, some portions of mental models are consistent from person to person.
As an example, let's use an elevator. Most of us have the same expectations and experiences with riding in an elevator. If we press the button labeled "2″ inside the elevator, we expect the elevator to take us to the 2nd floor. If we press the button labeled "7," we expect the elevator to take us to the 7th floor.
How do we know we are moving toward the 7th floor? On most elevators we usually see a number that lights up when we arrive at or pass a floor. What happens when we arrive at our destination, the fifth floor?
The textual and visual cues on an elevator are similar to the textual and visual cues on a website. When searchers click on a link on a search engine results page, they expect to be delivered to a page that contains their targeted keywords. But keywords are not the only item on a web page that searchers expect to see.
Searchers have mental models of websites and web pages. They expect to know which elements on a web page are clickable and those that aren't. On ecommerce websites, searchers expect to see product photos. Headings, categorization and navigation labels on a healthcare site that targets physicians and other healthcare professionals will be quite different from headings, categorization and navigation labels on a healthcare site that targets consumers.
Mental models of SEO professionals
How do many SEO professionals address searcher mental models and site architecture? Here is a partial list:
Unfortunately, many SEO professionals are not validating searcher mental models, though they honestly and sincerely believe they are.
If a page ranks and a web searcher clicks on a search listing, then the assumption is that the web page matches the searcher's mental model. Other pages ranking well? Then the SEO assumes searcher goals are obviously being met. More clicks? Even more evidence. Low bounce rate? Web searchers must love the site, even though more clicks on a website can indicate confusion, not user satisfaction.
Never mind that information architects and usability professionals continually see "what the [expletive]" as a site architecture label.
Site architecture should be based on the mental models of users. People do NOT organize and label information based on keyword research data.
It seems as if SEO professionals and website owners are building websites and pages based on their personal mental models, not the mental models of the target audience. No professional, qualified information architect would recommend a site architecture based on data purely from keyword research tools.
Would I hire an SEO professional to architect a website? Not unless that person or company has a strong education, training and experience in library/information sciences. Many professional information architects have advanced degrees in this field.
However, I would hire an SEO professional to contribute to the site architecture discussion. Querying is a search behavior that no website owner should ignore.
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