Customer Experience
Customer experience is high-level flows of how you want your customers to perceive your digital product. It starts with crafting user journey.
Customer Experience – Case Studies
Google Drive
YouTube Vs. Vimeo
Usability Flows
The intention of Usability flows is simply to look at micro-tasks a user does on your digital product. It focuses on letting users achieve the desired output with increasing velocity to finish that task quickly.
People focus on User-Interface, and design elements, but never push to resolve
Information Architecture
Corresponding Information
Common Placeholders
Experience For E-Commerce
Experience For High Conversion
Experience For Data-Driven Applications
Micro-Experiences That Applies To All
- Reduce The Number Of Clicks
- Bring Action Items Closer To Reduce Mouse Or Thumb Movements
- Toasts Architecture – Success, Warning, Failure & even Encouragements.
Natural Virality Of A Product
Purchase Triggers
Unification
Make sure the experience.
Build it for mobile-first.
Large data-driven products.
Customer Psychology 101
As humans, we are curious creatures. One of the more interesting facets of Humans is our behavioral pattern. It might be tough to understand why people act the way they do and their reasons for it.
This is where marketing and customer psychology come into the picture. By studying people’s behavioral patterns, we can understand how people act, think, and feel. Understanding the way a human mind works is what separates a regular marketer from a ‘great’ marketer.
Understanding what works
“Would you fill this feedback survey?”
Or
“Would you fill this feedback survey? Your opinion is valuable to us.”
Which one of these makes you feel that you would fill out the survey?
While the first one simply requests you to fill out a form, the second one enforces that your opinion matters to the company. And that’s what creates all the difference.
Understanding what Customers want
Whenever brands come out with limited edition products or a popular artist releases tickets for their concerts, they’re sold out within minutes.
The reason behind it? Scarcity.
Also, the fact that these aforementioned products are coveted, makes them even more special. The rarer the product, the more is the demand for it.
Aim for Satisficing. Web users don’t prefer optimal ways to find the information they’re looking for. They aren’t interested in the most reasonable and sound solution to their problem. Instead, they permanently scan for quick’n’dirty-solutions that are “good enough”. Applied to the Web, satisficing describes exactly this approach: users settle with a solution to a problem that is “good enough” — even if alternative solutions can better fulfill their requirements in a long run.
Baby Duck Syndrome describes the tendency for visitors to stick to the first design they learn and judge other designs by their similarity to that first design. The result is that users generally prefer systems similar to those they learned on and dislike unfamiliar systems. This results in the usability problems most re-designs have: users, get used to previous designs, feel uncomfortable with the new site structure they have to find their way through.
Banner-Blindness
Web users tend to ignore everything that looks like an advertisement and, what is interesting, they’re pretty good at it. Although the advertisement is noticed, it is almost always ignored. Since users have constructed web-related schemata for different tasks on the Web, when searching for specific information on a website, they focus only on the parts of the page where they would assume the relevant information could be, i.e. small text and hyperlinks. Large colorful or animated banners and other graphics are in this case ignored.
Cliffhanger-Effect (Zeigarnik-Effect)
Human beings can’t stand uncertainty. We tend to find answers to unanswered questions we are interested in as soon as possible. Cliffhanger-effects are based upon this fact; movies, articles, and plots with Cliffhanger-effect have an abrupt ending, often leaving with a sudden shock revelation or difficult situation. The effect is often used in the advertisement: asking the visitors unanswered and provocative questions advertisers often tend to force them to read the ad, click on the banner or follow a link.
Found out by Bluma W. Zeigarnik in 1927, this effect establishes an emotional connection with readers and is extremely effective in terms of marketing. Visitors can better remember what the ad is about and even the smallest details are stored more clearly and precisely. In Web writing the Cliffhanger-effect is also used to bound the visitors to a website (e.g. “Grab our RSS-Feed to ensure you don’t miss the second part of the article!”).
Eye-Tracking
Eye-tracking is the process of measuring either the point of gaze (“where we are looking”) or the motion of an eye relative to the head. The eye-tracking monitor records every eye movement and highlights the most active areas on the site visually. Eye-tracking studies can help to estimate how comfortable web users are with the website they’re browsing through and how quickly they can understand the structure and system behind it.
