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Your website is up, but is it working?

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Creating a robust online presence is essential for any business in the digital age. Your website often serves as the primary point of interaction between your company and your customers. But it’s not enough just to have your website up and running; you must ensure that the critical user path is functioning optimally.

What is the critical user path?

This path includes the steps a user takes to complete a key action on your site, such as making a purchase, signing up for a newsletter, or requesting information. It is their entire journey through your site from the moment they land on it, through each scroll or page, to the moment they reach the desired action, such as placing a sale or completing a form.

Why you should focus on the Critical Path

Here are some compelling reasons why you should focus on keeping not only your website live but also making sure that the critical user path is working:

  1. First Impressions Matter: Users form opinions about your site within seconds. If they encounter a glitch or a broken process, it can create frustration and lead to a poor first impression, decreasing the likelihood of them returning.
  2. Conversion Rate Optimization: A smooth user path directly relates to conversion rates. Any hindrance or complication in the process can lead to cart abandonment or loss of potential leads.
  3. Brand Reputation: Consistent user experience is key to building trust. If a critical user path is broken, it reflects poorly on your brand, suggesting negligence or a lack of attention to detail.
  4. Search Engine Rankings: Search engines like Google consider user experience a ranking factor. A website with broken paths can suffer in search rankings, reducing your online visibility and leading to lost traffic.
  5. User Retention: Retaining a customer is far less costly than acquiring a new one. Ensuring a seamless user path helps improve user satisfaction, which is crucial for retention.
  6. Customer Journey Analytics: Keeping the critical path operational allows accurate tracking and analytics. This data is vital for understanding users’ behaviour and making informed decisions to enhance their journey.
  7. Adaptive Response to Issues: Regular monitoring and maintenance of the user path can help you quickly identify and resolve issues before they affect many users.
  8. Competitive Edge: In a competitive marketplace, a fully functional user path can be a differentiator. If your website operates flawlessly, customers are more likely to choose your services over a competitor’s.
  9. Risk Management: By regularly checking the critical paths, you can prevent potential financial losses and operational risks associated with website downtime or malfunction.
  10. Legal Compliance: Depending on your industry, ensuring that your website and its critical paths are operational could also be a matter of regulatory compliance.

Critical User Path

How to make sure your critical user path is working

Ensuring that both your website and the critical user path are functioning correctly requires a strategic approach that encompasses monitoring, testing, and continuous improvement. Here’s how it can be achieved:

1. Implement Comprehensive Monitoring: Use website monitoring tools to track the uptime and functionality of your site. These tools can alert you to issues as they arise, often before users encounter them.

2. Conduct Regular Testing: Regularly test all elements of the critical user path, including forms, checkout processes, and sign-up pages. Automated testing can be particularly effective, simulating user behaviour to ensure that all processes are functioning as intended.

3. Embrace User Feedback: Encourage and pay attention to user feedback. Users can provide invaluable insights into issues that may not have been caught during testing.

4. Optimize for Performance: Ensure your website loads quickly and performs well under different conditions. Slow load times can deter users from completing the critical path.

5. Employ Responsive Design: With the variety of devices used to access websites, make sure your site is responsive and that critical paths are fully operational across all devices and browsers.

6. Prioritize Security: Regularly update security protocols and perform security audits to protect user data and maintain trust.

7. Use Analytics to Identify Bottlenecks: Analyze user behaviour to identify where users might be dropping off or experiencing issues within the critical path.

8. Plan for Scalability: As your traffic grows, ensure your website can handle increased loads without compromising user experience.

9. Train Your Team: Ensure that your team is knowledgeable about the importance of the critical user path and is trained to respond quickly to any issues that may arise.

10. Develop a Contingency Plan: Have a plan for when issues occur. This should include immediate response actions and communication strategies for informing users about the issue and its resolution.

11. Foster a Culture of Continuous Improvement: Continuously seek to improve the user path based on new data, technologies, and best practices.

By implementing these strategies, you can ensure not only that your website is up and running but also that the critical user paths are performing optimally, providing a seamless and satisfying experience for all users.


In conclusion, a website that is up but not fully functional is akin to a shop with a “Closed” sign at the door. It is essential to regularly test and maintain the critical user path to provide a seamless, efficient, and enjoyable experience to your customers. This not only helps in retaining your current user base but also in expanding it by positive word-of-mouth and superior service quality. Regular audits, user feedback, and analytics should be an integral part of your website maintenance strategy to ensure every pathway is leading to a destination that benefits your business and your customers alike.

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