4. Listen to feedback
Your customers are the most valuable source of information you have when it comes to analyzing and improving your online UX. Take every opportunity to collect feedback from your audience and use these insights to guide your efforts in this area.
A report from Career Foundry showed the value of this approach with the example of HubSpot, which relied on user feedback to inform a complete rethink of its website user experience from the ground up. The firm put the user at the center of the entire project by collecting feedback and making relevant changes with every iteration of its site.
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5. Study user behavior
Collecting and analyzing direct feedback from your audience is essential, but it's also important to examine how people typically behave and the actions they take when they're navigating your site. Studying user activity across your key pages will help you understand which elements of your site are working the best and attracting the most interest, and which are underperforming.
Conversion rate optimization tools allow you to track user behavior and gain valuable, actionable insights that help you optimize for future visitors. Data on scrolling, clicking and form engagement can prove particularly useful.
6. Emphasize customer service
Factors like webpage loading speed, site usability, and reliability are important aspects of user experience, but to be truly effective on this front you should also be thinking about the quality of your customer service.
After all, the user experience doesn't end when the buyer completes the transaction. Following up on a purchase to see if the customer requires any further support or has more questions can really cement your relationship with them and boost their satisfaction, increasing the likelihood of them becoming an advocate for your brand.
This is a great way to not only keep past buyers happy, but to bring in new business through positive word of mouth.
- Transform Your UX: The Ultimate Website Usability Checklist
- Stop Killing Your UX: 10 Usability Issues You Need to Avoid
- How Creating a UX Design Strategy Can Elevate Your Customer Journey
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