Increase customer loyalty through User Experience

By Srushti Malunde 7th April, 2022

Over the past few decades, there is a remarkable change in our lifestyle, like our mode of transportation, our means of communication, our trading, etc. Similarly, digital tools and platforms that have become an integral part of human life too, have seen a rapid transformation. Thanks to the revolution in digital solutions through user-friendly interfaces. User Experience (UX) Design is a key factor that determines such an application’s efficiency and usability.   

Why is UX Important in Digital Industry:  

Building a digital presence is very important for any organization. Organizations mainly depend on appealing content, attractive interfaces, and competitive market strategy in promoting their products that are often backed with great user experience design. The benefits of UX design for organizations with the help of key improvement areas are:  

UX Metrics and Key Performance Index (KPI) 

UX metrics help determine how the users are interacting with the product, user engagement, satisfaction levels, site traffic, and loyalty. Due to their subjective nature, these metrics are not easily measurable and can be tracked through a campaign.  

An organization’s success can be enhanced by taking the necessary steps to improve the key performance index or KPIs. Some of these include task efficiency, error frequency, task completion rates, learnability, average order per value, and revenue per user.   

Saves Development Cost  

Continuous engagement and frequent customer feedback right from the requirements gathering phase, through the product development life cycle are essential for a project’s success. Statistics prove that fixing issues late in the development cycle of a product is nearly 10 times the cost of fixing them early in the requirements gathering phase. Developers spend 40-50% of their time doing avoidable rework and it can be reduced by 33-50% with early user inputs, according to studies cited by IEEE.  

Product Success  

The key to a product’s success is measured by the ease of understanding the product, usability, and how well it addresses the problems for which it is designed. A prototype with early feedback from the end-user helps make the design of the product accurate. Unfortunately, at times, project leads progress impulsively toward building products without early analysis. Close to 80% of marketing teams say the aim of a customer experience strategy is to improve retention through a good user experience.   

Training and Support Costs   

Every organization needs to have a support system to continue the best customer engagement service. Operational costs are low if we have a high-quality UX design. This in turn saves time for the customer who can spend that quality time more on engaging with the product and getting even more addicted to it. Customer support teams can focus on other important challenges than on these trivial issues.   

How is UX Implemented in Products:  

Creating better products by implementing the best UX Design practices should be the approach of any designer. The organizations should focus on a collaborative and data-driven approach that is Discovery, Design, and Development.   

Discovery  

The product requirements and business challenges are initially communicated by the organization’s leadership team to set the product direction and explore through research. Review the requirement documents by collecting information through conducting interviews of the users to know their habits, historical data, and goals.  The identified opportunities to provide a solution to the problems are documented through this analysis.   

Design   

All the problems identified, and the path set in the initial discovery phase is first brainstormed through drawing workflow charts, making prototypes, reviewing, and modifying them. Once the low-fidelity prototypes are built they are sent for an expert’s review, and the design results of the program are shared. These low-fidelity prototypes that are approved are then used as a model to design the high-fidelity models that are further reviewed and modified.  

The prototypes that are designed are tested by the targeted users to find out usability issues and the interactive results scheme is recorded. The received results of the program according to the user demands enable designers to build a visual interface that includes the style, layout, and key interface design text. The visual interface is reviewed by the designer and the program is determined.   

The designers then enter the code cutting process where they cut pages, generate HTML codes, optimize the visual interface, and then review the UI standards. Feedback is collected from the users, bugs are fixed, and the whole process is optimized. All the prototypes that are tested and addressed for usability issues are now pushed into the final phase of development.  

Development  

Release tracking by collecting the user data and detecting each feedback channel that helps data screening out of the test report from the user and then publish it.  All the final prototypes that are pushed into the final stage are now developed with confidence.   

How can UX Design help any organization:  

UX design clearly improves revenues, customer retention, customer satisfaction, and customer loyalty. UX designers introduce positive, quantifiable, and qualitative changes to products and services. 89% of customers prefer to drop the product if it doesn’t have a good customer experience. So, organizations should consider heavy investment in providing the best user experience. 70% of new projects fail for not meeting user acceptance testing. Thorough research can help an organization provide various solutions and keep itself ahead in the marketplace.   

While most of these benefits can be measured and tracked through metrics for future enhancements, there are other tangible benefits like giving opportunities for developers to innovate new designs or solutions. It also provides a deeper understanding of users and their needs. An organization’s success to retain customers through new innovations and great customer experience helps in establishing the brand value which in turn helps add to the ROI (return on investment). InovarTech’s user interface methodologies help in bringing ideas to reality by embracing new technologies and building creative user interface designs. Reach out to us here to talk more.  

Srushti Malunde

A graduate from MIT Institute of Design, one of the top design colleges in the country. UX strategist with hands-on experience on all UX activities from user research to usability testing. Who aims at creating every service experience user-centric.

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