Without a great UX, your app, web environment, or website, isn’t going to achieve its goal of pleasing and engaging customers. CX (customer experience) is an essential success (and growth) metric, and UX has its own role to play there.
Recently one of our clients from the Helsinki Chamber of Commerce, shared some great feedback with us after a joint re-design project of their digital service offering: “customer satisfaction has doubled since the re-design.”
And though we love getting great feedback from our clients on completed projects, this isn’t just about blowing our own trumpet. Feedback made us think about the importance of customer-oriented thinking in software design.
Behind that warm and fuzzy client quote increase lies a very real lesson: the importance of UX when it comes to customer satisfaction.
Without a great UX, your app, web environment, or website, isn’t going to achieve its goal of pleasing and engaging customers. CX (customer experience) is an essential success (and growth) metric, and UX has its own role to play there.
Here are our five tips on how you can create a great user experience that will lead to happier customers…
Get some (non-developer) perspective
The developer perspective is important (hey, we’re software developers after all), but it’s important to remember that the technology will be used (and largely managed) by people who may not be coming from a similar coding background.
Little details like error messages and the logic behind the way the navigation works need to be customer-friendly, not just developer-friendly. This is something we always pay a lot of attention to.
Similarly, we advise clients that it might be an idea to get some ‘fresh’ perspective from outside your organisation too. It can be easy to become blind to your own customer journey over the years and miss out on key areas for improvement.
Do your research
Before we embark on an UX upgrade project like this, we like to spend a lot of time scoping with our client to ensure that we have all the necessary background information.
Thorough research will ensure that you cover all the necessary bases.
Leave no stone unturned and focus on details both large and small: sales data, on-site search data, competitor research, SEO data etc.
Focus on ease & clarity
People don’t want to have to ‘figure out’ things when they’re using your web app or website. Good UX is all about making things as easy as possible for the user.
We like to ensure we are creating technical solutions for our clients that provide their customers with accessible and enjoyable experiences. This boils down to really focusing on making things as clear and straightforward as possible.
Leave room for multiple scenarios
At the same time, people might be using your online services for a variety of different reasons. Get your users on the right path quickly by catering for different scenarios.
This can be easily achieved through landing pages, menus, and a good content strategy that’s in sync with the technology behind it.
A good technical base means faster & better experiences
The way a system is built will have a big impact on the end-user experience.
Good code, quality hosting, plus a lean technical platform make for a system that is safe and efficient.
It can be almost impossible to provide users with a great experience on a subpar platform, so it’s important to invest in technology that’s done right in the first place.
You can read more about our custom software solutions here.
