Digital CX - Fix your digital customer experience remotely
01 April 20
3. Heuristic Evaluation
UX and UI experts can use proven design principles, heuristic evaluation and behavioural psychology to review your existing customer journey and suggest improvements. A Customer Experience Review benchmarks the current performance of your website and suggest improvements to help you adapt it to meet customer needs. It combines both heuristic analysis and measurement of data and analytics.
4. Set up A/B testing to improve your conversion
A/B Testing, also known as split testing, allows you to compare versions of a page or app in your customer journey. It’s essentially an experiment to see which page performs best. Using statistical analysis, you can identify which page performs better against a set goal. The two variations you test can differ in a small or large way; for instance, you could change a call to action button, or test a completely different design. Hubspot has a useful guide to A/B split testing to help you get started.
5. Accessibility
Business and product owners that deliver digital experiences have a responsibility to make sure that both their mobile and web journeys are accessible to a wide range of customers. According to the World Health Organisation, about 15% of the world's population live with some form of disability. Customers have different needs; some may be navigating websites with a keyboard or screen reader; some may be colour-blind, or partially-sighted. Others may have limited hearing or motor skills. It’s imperative that your digital user journey is inclusive. Find out more about how to make your website accessible.
6. Check your code and performance
There are many techniques you can use to check performance or check for bugs and other issues in your codebase. By carrying out a Technology Review, you will highlight any problem areas and suggested optimisations. You could try running a Google Lighthouse report. Google Lighthouse can help you run an audit for best practice, accessibility, progressive web apps, SEO and performance.
Implementing these techniques can help companies move towards delivering a more seamless digital experience for their customers, eliminating friction and removing barriers. Need some help? If you want to find out more about digital customer experiences, get in touch for a chat.
