User Experience (UX),
Interface Design (UI).
Designing for delight
When looking at the customer experience, we need to take into consideration the every changing environment. Things like world events good and bad, technology – desktop, mobile, search engines and social channels. All of which can manipulate the way a user engages. Videos for example, vertical format are becoming more popular due to people not wanting to turn their mobile phones horizontally. Instant notifications, ‘your Uber drive is 5 minutes away, registration plate XYZ’. But one thing remains the same, people are users’ and users’ have feelings. So we create something of value that works and is designed for delight. Reduces frustration while increasing retention.
Our user exploration process breakdown
Research is fundamental. To address the users’ needs, we need to put ourselves in their shoes. Understand their goals and motivations. What is working for them, what is frustrating them. The use of heat mapping can identify key areas. From this information we can help you either refine your user personas’ or create them.
This is where we really start to implement the customer journey through research collected in the observation stage. User flows are developed, a series of steps a user takes to achieve a meaningful goal.
We refine the user flow charts into an interactive prototype. We create delightful visual stories which answer the user’s goals. From a technical point of view, we refine the design, implementing SEO benefits without effecting the overall look of the site.
A/B testing is used to refine and collect research on the customer journey. It also can show you any task that aren’t quite achieving the users goals before you go live.
One point we must make is customer experiences are always evolving. Our tastes change, we can be influenced by others or social events. So listen to your market and never stop exploring.
How do we approach CRO.
Users are people so taking a human approach to
understanding what entices, exits and engages an
action from people visiting your site, will give the
best user experience possible and therefore
improving your conversion rate.
• What ENTICES people to your site
• What EXITS people from your site
• What ENGAGES people to action on your site