Nowadays, much is said about providing a good user experience. After all, it is common for sites and applications with more straightforward navigation to stand out in an increasingly digital environment.
Therefore, product, system, or service developers must pay attention to the interface of the entire user interaction process, from the homepage to the completion of a purchase, for example.
What Is User Experience?
User experience is a broad concept that encompasses all types of user interactions with a given brand. Such as access to social networks, websites, applications, products, and services.
As trivial as this may seem, with digital transformations, this topic has become a challenge for many companies.
This is because developing a simple and attractive interaction design can directly impact the customer conversion rate.
Therefore, the pillars of user experience must be kept in mind to create an ideal flow. But don’t worry, below you’ll learn more about them!
What Are The Pillars Of User Experience?
Seven main pillars can continually evaluate the most successful user experience improvement strategies. Therefore, it is necessary to base yourself on each of them if you want to be assertive.
Therefore, we separate details regarding each of the points. Check out!
Useful
In this regard, the central point is the performance based on the user experience, also known as UX design. That is, creating platforms capable of meeting user demands and solving their problems simply and intuitively.
For example, financial blogs that provide content on real estate financing also provide spreadsheets and calculators that allow comparisons.
Usable
It is also up to the user experience to pay attention to the usability it provides. This means allowing the customer to navigate intuitively through the pages is essential.
For this pillar, work focused on UX writing, and other questions of clarity and purpose in communication can be developed.
Desirable (Desirable)
The attractiveness of a platform is also critical to the user experience. After all, the first impression can be decisive for a potential customer to want to know a brand, service, or product.
Therefore, focus on developing an interaction design that is pleasant and consistent with what is offered.
Accessible (Accessible)
With the development of the digital world, people can now access pages from different devices. With that, so that your experience is not negatively impacted, a website must adapt to each access version.
In this way, it is necessary to adjust and optimize according to the characteristics and formats of each device.
In addition, it is worth mentioning the importance of establishing sound principles of responsiveness to succeed in this regard.
For accessibility, functions for the visually impaired, deaf, and people with other specific needs must also be considered.
Reliable (Credible)
Another increasingly essential point when it comes to user experience is the reliability it has on a given website or digital platform. This happens because it is common amid many blows and scams.
In this sense, the greater the past credibility, the greater the chances of customer conversion and satisfaction.
Some security mechanisms can be implemented to improve this point, such as automatic log out at the end of a session and customer authorization to save personal and payment data.
Findable (Findable)
Nothing worse than searching for something and not finding the answer to what you need. Therefore, for a good experience, the user must have a design that brings precisely what he needs.
Therefore, in addition to carrying out surveys that identify customer demands, it also provides tools for proximity to the user.
Some possible best practices are contact channels such as chats and telephones, as well as providing social networks for customer service.
Valuable (Valuable)
What makes you choose a brand among all the market options? The answer to this question is personal, but regardless, it is in these possibilities that a company stands out.
Therefore, outline strategies to become valuable to your client, such as innovative platforms, availability of effortless interaction, and features that make the user experience unique and remarkable.
Now that you’ve understood the pillars you should use to outline your user experience strategy, it’s time to learn how to measure your brand’s evolution in this indicator. For that, check the next topic.
How To Measure User Experience?
Some metrics can be of great importance to measure the evolution of the experience provided to your user. Are they:
- Heat maps: to identify the most traveled paths in interactions and evaluate potential improvements;
- Problem resolution rate for each service channel: to improve less efficient strategies and leverage more assertive ones;
- Google Analytics: ideal functionality to quantitatively understand how attractive the site is based on metrics such as number of hits, most visited pages, and conversion rate;
- Number of calls per day: to verify the needs of customers and list new possibilities for solving these common problems;
- Average time per contract: to evaluate agility and assertiveness in customer service.
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