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26th May, 2018  

A Better UX Makes for Robust Product Experience

By Balraj Kaur

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Product experience is that part of the user journey that takes place within the application. And a good UX design helps in this process of making those interactions within the product a win-win.

In this digital era, the end users dictate which channels and applications they want for transactions and interactions. They don’t directly run the business, but their actions are constantly shaping the services offered to them. Organizations are on a constant lookout for users for negotiated exchanges. Where they provide a platform to the users to participate & derive information useful for the business so that they can produce constructive collaborations.

The satisfaction of a user is established very quickly in the customer lifecycle and is difficult to improve after a bad first product user experience.

Today, leading product teams are focusing closely on understanding improving the experience they deliver their products to grow revenue and reduce the customer churn. And it’s where the users get on-boarded. Because a poor product experience will not just turn off users but also set out a path to churning.

Build robust on-boarding experiences for Product’s success

Since a poor user experience design makes for the worst first-impression, it’s important that the product teams should leverage when developing both their on-boarding processes and in-application experience. On-boarding initiatives should not come out of the internal fears—fear that users don’t understand how to use the product, fear that they won’t be able to get value out of it. This mindset can lead to poorly designed experiences. Instead, it should be built around the user as an extension of their product experience.

It is an entire process that covers the initial set up, the installation and any settings that are required for the customer to begin using the application. This process should be documented and studied along with any in-app on-boarding experience.

Documenting each step down the way of the on-boarding process would be the best approach. Take clues from the steps mentioned below.

  1. Implementation —Create client user accounts and establish integrations with other applications and systems of record.
  2. Initial 90 Days —Provide guided training and support to ensure successful client uptake and continued usage of the application.
  3. Support Function —Offer technical support for any additional issues the client encounters during ongoing use, as well as introduce new learning material wherever needed.
  4. Revive & Expand —Schedule client engagement and negotiation around renewal. Identify upsell opportunities.

The described steps involves sales, service, support & customer that have some level responsibility over the outcome.

A seamless on-boarding is not a child’s play. Multiple practices have to be taken into consideration, try different path progression and test boundaries of customization. It’s imperative that the product user experience design teams are open to trial & error.

How does UX design impact Product Experience?

Research says, Rejection or selection of a website is 94%design related.

A user friendly website is a must as it will provide enhanced user experience design for the success of any online business. A site that’s complicated will push away user traffic & endanger brand’s reputation. Provide seamless & intuitive experiences in product user experience for better results.

  •  Good User Interface/User Experience design you can win the confidence of your users
  •  Establish your brand’s name in the market with best first App/Website impression
  •  Innovative designs in the product experience help you stay ahead of the competition
  •  Optimized product experience & design enhances users’ satisfaction
  •  Your business can get a boost for future growth if you get your UI & UX design aspects right through your existing budget
  • User acceptance is crucial for any product, project or service. The businesses that create positive product user experiences can have a large number of loyal customers. And these customers can become the advocates for your brand and also recommend it to others.

Don’ts of Winning a Great Product User Experience

It’s easy to overlook UX design related mistakes, since the experiences lie in the details. An extra watchful eye has to be on the look-out for problem areas to make the journey as seamless as possible and keep the users engaged. Let’s take a look at some of them below:

User Testing is Crucial

Usability testing when done with the right technique, with the right set of people, at the right product stage, reduces risk of building the wrong product. It helps save time, money, and every resource you would not want losing. It’s more like an early diagnosis of the problem to avoid fatality. It not only minimizes cost in product development but also eradicates flaws in the product.

The UN-validated Features

Spending hours of time and money building exciting features, and when all is said it done, we feel accomplished. But if it is not adding value to the product experience or helping users complete tasks easier, it should rather be eradicated.

 Not Knowing What Your User’s Use

It is the gigantic difference between what a user says they want, and what they actually use. Listening to what a user wants ultimately leads you to hamburgers in the shoe store. You’ll be building features no one will actually use.

 On-boarding Experience Missing

It’s how your user use your product for the first time. It’s often in the form of guided tours with overlays, tips and arrows pointing out what button does what. In order to achieve successful onboarding you have to ensure your users reach their “success moments”.

Poorly Designed Search Function

Fifty percent of users, on the entire internet, are search dominant. This means 50% of your users are using your search function as their main point of navigation.

 Not optimized for Mobile

If you’re bootstrapping, or if you’re just testing the waters with a minimal product, building a responsive site is a lot of extra development. It’s better to get your product out there and get testing it than to be sure it functions correctly on mobile. But not having a product experience that works on a mobile device means you’re losing mobile traffic that make it to your site.

Not offering Users Help

This is used to be so many of us. We often assume that users will figure out how to use a particular product or an application by their own. But it isn’t the case. We forget to handhold them at the required places and blame it on the user’s to learn everything on their own. Regardless of how usable your site is, someone is always going to need help.

Poor product experience hard-hits the conversion rates. Having a solid foundation for testing your site, knowing your users and wanting to educate, can solve a lot of pain-points in the future.

Invest your time and money into improving your UX design and greater results will come further down the line.

Mistakes like these are easy to miss. Brands might have not even realized them, or they are just so bogged down with running the business that it gets slipped away.

A user who has a good experience with the product is one much more likely to return, recommend you to others, and continue to purchase from the same brand.

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