Can you think of a time when you had incredible hospitality or customer service? It could be a hotel stay where the doorman took your luggage up to your room or a clean gym that always had fresh towels available. Maybe it was at a store where the floor manager took the time to listen and help you get the exact thing you needed, even though you didn’t know much about the product.
More than likely, you’ve also had great experiences online without even knowing or appreciating them. But with the amount of time we spend online every day, it’s more important than ever to produce a good user experience, or UX.
Simply put, UX makes complex things easier. UX design aims to better user satisfaction by enhancing how people interact with business websites, applications, and other devices. As Steve Jobs once said, “Design is not just what it looks like and feels like. Design is how it works.”
If there is anyone who understands how important UX is, it’s Jobs and the little company he formed called Apple. Take your smartphone, for example. Apple didn’t invent them, but it made them easy to use and visually appealing. Likewise, Amazon wasn’t the first e-commerce site to exist but was able to become a giant thanks to great UX design like its 1-Click Checkout.
The Starbucks app is another example of great UX design thanks to simple navigation, non-crowded layout, and responsive design, which helped the coffee chain become one of the most-used loyalty apps.
Good UX is good for business–so good that studies suggest the ROI of UX can be a massive 9,900%. Additionally, businesses that invest in UX increase customer satisfaction, loyalty, and revenue. By committing to improving your brand’s UX, you provide value for your audience, which helps foster the trust that keeps your audience returning for more.
We generally take great UX for granted, but bad UX is distinct and likely unforgettable. Research shows that a bad user experience is more likely to be shared than a good one. But suppose your website or app is user-friendly. In that case, it creates the reputation that your company cares about its customers, which will motivate users to become positive advocates for your brand.
If you know your website or app could use a user-friendly refresh, we can help. Reach out to us at firstname.lastname@example.org.