One key to operating a successful website or mobile application that cannot be overlooked is creating a positive user experience. Your visitors will not continue interacting with a website or mobile application if they do not enjoy doing so. But how do you create a great user experience? Simply put, you do this by listening to your users. One of the easiest ways to do this is by including user feedback capabilities on your website or mobile app.
When an entrepreneur sets up a business, it is always his or her hope that they will be able to obtain regular clients who will help create a steady income for themselves and their employees. One of the ways they do this is by ensuring that they give customers the best possible service. Digitally, a close customer relationship can be achieved with customers by creating a great user experience. To do this you need to dig into how the customer feels about their experience with your company via your website or mobile application. This will enable you to adjust according to the demands of the customers in a way that will cater to their tastes and preferences. If your customers are satisfied with the digital experience with your brand, it will help create that steady flow of business that is needed.
How to Create a Great User Experience
For reliable and convenient communication between your customers and your business, you should be taking advantage of adding capabilities on your website or in mobile application that allow customers to easily share feedback. You should ensure that your feedback tool has an option for unsolicited and solicited feedback. You can design it incorporating a variety of methods of interacting with users, such as slide out surveys based on a particular topic or maybe the next one can have something like a simple feedback button. Mix it up and keep it fresh, but don’t overdo it. If you make it very easy and convenient for users to interact with, you will get a wealth of insight from them. Keep in mind, that the feedback that you get will not always be based on the questions that you have asked. Often users will give any kind of feedback that is on their mind and you should take it and analyze it for your benefit.
After listening to the feedback of your customers, you should respond appropriately according to their questions, complaints, suggestions, recommendations and queries. Feedback helps you make the right decisions and take the correct measures to enhance the user experience of your website or mobile app. Not only will this improve the user experience of your site, but when users provide feedback and then they see that it has been acted upon, they feel more of a bond with your business.
You can also use already available tools to get data about your customers and users. Google Analytics can give you very credible results about activities on your site. Find out what people are actually doing on your website. Learning this information can help you in several ways. For instance, you can learn about strengths and potential problem areas to help determine where you need to invest design efforts. Analytical data can assist you in constructing realistic tasks for usability testing or help you in creating personas. They will also help you assess the effectiveness of design changes after they are made.
But remember to be able to understand the why behind these numbers; you need to be collecting qualitative data. Asking for user feedback will allow you to understand the reasons behind the numbers.
How to Get User Feedback
To get the feedback you want, first and foremost, you must know your objectives. What are the reasons why you need that particular feedback? What are the particular pieces of information you wish to learn? You should then write questions that will fetch you that exact information and, from there, you can make the necessary improvements based on data you have collected. For best results, your approach to the user should be friendly and make them feel not only comfortable but that they are important. By letting them know they are valued they will be more likely to participate.
Your Survey Structure
How you conduct your survey also matters a great deal, not only in the completion rates but also in the information you receive. For instance, in studies, some companies have found that simple changes such as adding or removing an introduction screen from surveys can change completion rates by double. You should experiment and find what works best for you. Run A/B tests of your own and find the formats that get the best response.
The kinds of questions that you ask make a big difference with the quality of feedback you will receive. They can either help get deep insights from users or they can lead you to shallow information that can’t help you nearly as much. If you frame questions that cannot be answered by a ‘yes’ or a ‘no’ answer, they prompt users to dig deeper into the reasons why they feel the way they do. This will help you to get qualitative feedback and deeper insights from the users that can help to improve your digital offerings. Or if you do ask a question that can be answered with yes or no, follow it up with an open-ended question.
Some of the questions that you can use to get user feedback include: Asking the user why they visited your website or app, asking if they found what they were looking for, asking if it was easy to find what they were looking for or asking for their suggestions on how the experience can be improved.
Remember that engaging your customers and visitors is the key to creating a great user experience. The best way to do that is by listening to them first and then giving them what they are looking for.
Samella Garcia works as an integration manager for UX Phoenix. She has eight years’ experience developing mobile applications and websites that focus on UX. Samella has a passion for user experience projects, coding, digital technology and hiking.
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