Site confusing to new customers

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/I had a first time buyer contact me about purchasing one of my images.  She just wanted one image.  After two emails and a phone call, she finally gave up.  She commented that the entire site was too complicated and didn't understand the credit packages, etc and how they converted to actually pay for something.  "Why can't I just click on what I want and pay via CC or PayPal" was her comment.  I encouraged her to call customer service and they would walk her through it but she was already frustrated by this time.  Just passing on a frustration from a potential future client.


Have we made it too confusing for newcomers? 


I've actually had models go to my site to view my work and can't locate the images.  They see my blog and can't seem to locate the 'view portfolio' link.  We know where it is, but perhaps to help newcomers, could it perhaps be a button and a bit larger?


I know this sounds silly but think about it from the new visitor's perspective.

(Edited on 2012-07-17 11:43:57 by fstop123)

it's no silly at all, I received similar comments from newcomers (and also not so "new" comers) in the past.
We contributors are well used to the site, and know pretty good where to click and so on...but probably the site could be a little more friendly to newbies...

I find it very difficult. I am new and I cannot get around easy.


I think my daughter and I may not go any further. Much trouble as well time wise on uploading images. We were


accepted, but the three images are still pending. 5 days now. Is this normal?


 

Welcome, for contributors it is always slow at first, getting around can prove overwhelming.  There is a lot to see and take advantage of and many useful tools.   But it should be VERY SIMPLE for customers.


Yes, acceptance can take up to 2 weeks for non-exclusives.  You do not need for images to be approved to be able to upload your weekly limit.  When you have slots, upload.  What you learn is well worth the wait and effort.  Download DeepMeta as soon as you can (it is free) and uploading will be a breeze.

It isn't silly at all. We're buried in years of poor UI design and outdated code. Hopefully a new site is in the works.

When I try to explain istocks credits system to my clients they usually tell me its too complicated or it causes them to buy more credits than they need to get just one file so they take their business elsewhere. The whole credit system is a good way for istock to hide all their price increases but I think its off putting for buyers so we lose a lot of potential customers. I wonder if a paypal system would prevent some of the credit card fraud? Buying images should be a one step process not buy credits first then buy images.


I've always thought my istock portfolio link is too hard to find and so is the unintuitive way we have to search with-in a portfolio. How about an obvious "search within portfolio" button and make it a no brainer? Istock should make our contact and copyright information more prominent as well. I used to get a lot of custom illustration jobs until istock redesigned this image close up pages and made contact information harder to find. I want istock to promote me more as an artist.

(Edited on 2012-07-19 06:42:03 by kathykonkle)

My dad joined last week to buy images for his business blog.  He forgot to click my referral link (DAMNIT! :P) but he also had a lot of trouble with the site.  


For instance, he was looking for a picture of someone's legs with 2 different coloured socks on.  I got a phone call.  "Why is this picture 55 credits, and this one is 4 credits?"  I had to explain what all the little icons mean, and the different price points (agency, vetta, exclusive, non-exclusive, E+, P+).  


"Why do they charge 55 credits for one picture and 4 credits for another picture when they're almost exactly the same?"  Uhh... good question.  He hadn't seen the price filter so I told him about that.  


He's a very smart man and he's good with computers but as a new customer, the site is very overwhelming and confusing.  I've had the same feedback from every single person I know who has joined the site.


A site redesign would be amazing, but it took so long for us to get this design, and there is still a massive list of things that need to be fixed, so I don't imagine it happening in the next few years.