How To Improve User And Customer Experience.
Although user experience and customer experience are related, they are not the same thing. The two concepts should work together if the business is to succeed.
Customers’ experience with the product, website or the application is dealt with under user experience. Among other variables, user experience can be measured through analysis of abandonment rate, clicks to completion and error rate. If a product or the software is difficult to utilize, then it has poor user experience.
Customer experience, on the other hand, is more concerned with how the customer is generally handled by the company. Net promoter score, customer satisfaction and customer loyalty are some of the parameters used to measure customer experience.
User experience and customer experience are both vital in the company and one cannot succeed without the other. It is recommended that product engineers and customer care representatives are engaged in the production process so that all things work in harmony. User experience should be engaged together with the customer experience or else original and good work may be wasted. The ability of a customer to access information on a website fast and simple, complete tasks easily and search the web pages without difficulty are what a well-designed user experience offers the customer. On the other hand, a good customer experience is when the customer enjoys a professional and helpful interaction with the company staff and feels positive about the services offered.
In order to develop an effective customer experience strategy, it is important to get both positive and negative feedback from customers.
Customers who throng the internet on their mobile devices know what they want. Therefore companies should do all they can to improve user experience and customer experience of customers using mobile devices. With better customer experience, companies are more likely to increase revenue, customer retention, engagement, and loyalty. In order to design a good user experience, the following steps are followed: Metrics and channels analysis, Examination of the online and offline customer journey, The Omni-channel solution, Embrace new technologies, especially mobile and Consideration of the user experience in the strategy.
User experience strategy is a plan to ensure that customers experience what the company envisioned. For a user experience strategy to be said to be effective, it should be made of:qualitative and quantitative understanding of current user experience,a vision of the user experience to be created,commercial benefits and costs of designing the user experience,work plan to achieve the set goals on creating the user experience and measurements to track progress. The user experience strategy requires that all stakeholders of the organization should be involved in the understanding, support, and implementation of the strategy. The basis of designing a good user experience strategy goes beyond painting beautiful pictures to doing user research on how the user’s needs and expectations will be dealt with.