What is User Experience?
‘Comprehends all aspects of digital products and services that users experience directly—and perceive, learn, and use—including products’ form, behaviour, and content, but also encompassing users’ broader brand experience and the response that experience evokes in them. Key factors contributing to the quality of users’ experience of products are learnability, usability, usefulness, and aesthetic appeal.’—Pabini Gabriel-Petit
Or… to put it simply - User Experience (UX) is a term for a user's overall satisfaction level when using your website. If they liked it, there’s a good chance they’ll come back. If they didn’t, they won’t. And they’ll probably tell their friends. Possibly Google.
We touched on some customer satisfaction stats relating to mobile platforms in our post about ensuring that your digital presence is optimised for multiple screens http://www.webmoco.com/article-the-future-present-is-multi-screened . But it’s important enough to harp on about a little more.
- Only 26% of companies have a well-developed strategy in place for improving customer experience. Source: Econsultancy MultiChannel Customer Experience Report
- 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service.
- 64% have made future purchases from a company’s competitors after experiencing poor customer service.
- 81% are willing to pay more for a better customer experience. Source: Oracle ‘Why Customer Satisfaction is no longer good enough’.
Great user experiences can lead to great results –better products, less risk, big fat juicy consumer insights, better usability which in turn lead to longer dwell time, higher conversion rates, word of mouth recommendations, increased spend.
At Webmoco, we are firm believers in User Centred Design - for a website to work; there is no other way to approach a build.
And the beauty of UX is that there is always something that can be done to add value to an existing site or an upcoming one, to improve the user experience regardless of budget. Low budgets might result in a lighter touch whereas bigger budgets might allow for more extensive user research.
We offer the full gamut of UX Tools and techniques from requirements workshops through to wireframes and prototyping for you to be able to pick and choose from depending on the scope of your project. Or maybe you don’t know where to start and need to better understand what UX could do for your digital presence. Either way if you’d like to know more about it, we’d love to talk you through it. Get in touch at firstname.lastname@example.org