Q: I am preparing to launch a website for my minimum viable product (MVP). It’s a few pages and has has some forms and a file upload capability. Potential customers will be able to explain a particular type of problem that they have and then upload some relevant files for review. I will review their situation and send them a link for payment if I can fix the problem. My concern is that if I don’t have pages for “Contact Us”, “Services”, and “About Us then a potential customer may not trust the website to actually start a purchase. Is it waste to add these pages? Would I be smarter to launch a very simple site with a form and file upload.
Build A B2B MVP That Inspires Trust
If the information you are requesting is not particularly proprietary and you are only looking to charge $10 or $20 dollars then the “put up a landing page and see who clicks” model may tell you enough. This is essentially an impulse purchase.
But when you write “I will review their situation and send them a link for payment if I can fix the problem,” I am assuming that you are selling to business and that your target price point is more than $100. This moves beyond the impulse purchase or simple consumer buying models for a $4 E-book or a $19/month service; if you plan to charge more than $300 then you are pretty clearly into a “considered purchase” and need to provide a richer context for the decision than a simple landing page. Also because you are asking for data that they may consider private or proprietary this makes it more of a considered purchase.
Stanford Credibility Guidelines
- Make it easy to verify the accuracy of the information on your site. You can build web site credibility by providing third-party support (citations, references, source material) for information you present, especially if you link to this evidence. Even if people don’t follow these links, you’ve shown confidence in your material.
- Show that there’s a real organization behind your site. Showing that your web site is for a legitimate organization will boost the site’s credibility. The easiest way to do this is by listing a physical address. Other features can also help, such as posting a photo of your offices or listing a membership with the chamber of commerce.
- Highlight the expertise in your organization and in the content and services you provide. Do you have experts on your team? Are your contributors or service providers authorities? Be sure to give their credentials. Are you affiliated with a respected organization?
- Show that honest and trustworthy people stand behind your site. Links to bios and third party on-line content (e.g. LinkedIn profile, twitter, other forums or sites you regularly contribute to).
- Make it easy to contact you. A simple way to boost your site’s credibility is by making your contact information clear: phone number, physical address, and email address.
How To Establish Trust
If you are asking for details about a problem someone has in preparation for asking money to solve it you need to invest in substantiating your expertise and trustworthiness. Case study examples of other problems you have solved, testimonials from other firms that you have helped, and multiple ways to contact you in addition to the text file upload form, are all probably part of an MVP depending upon how much money you are asking for, how serious the problems are you will solve for them, and how much information they need to disclose about themselves and their business.
Minimum Viable Product vs. Product Description or Message
One “message” (I don’t call it an MVP because you are not asking to get paid) that you could test would be a self-service checklist that would allow them to solve simpler problems that may mimic the more difficult problems you ask to get paid to solve, or a checklist that allows them to better diagnose their situation to understand alternatives (where you service may be one to consider). If people are willing to download a checklist (or don’t bounce off the page and actually read it) this is an indication that they believe that the may have the problem you are trying to help them with. It doesn’t mean that they will pay you to solve the problem but you are at least a step closer to that conversation.
- Tim Bonneman has a great post on “Startups Without Face Nor Name”
- Building a Business Requires Building Trust
- Preserving Trust and Demonstrating Expertise Unlocks Demanding Niche Markets
- Startups Should Sign Their Work
- Stay Tuned! We are Being Purposefully Vague Right Now
- Successful Bootstrappers are Trustworthy Salespeople Committed to Customer Satisfaction
- Experiments vs. Commitments