Most CEOs agree that a good user experience is crucial to growing a business. But then, why do so many companies fail at creating a good UX? Let us look at some key aspects of a good UX and how low code can help create it.
Why Does UX Matter?
Research done by Forrester shows that $1 spent on UX returns $100 in return. Simply put, good UX is good business.
A good user experience improves consumer satisfaction and retention. This helps to increase lifetime revenue from the customer. It also increases the opportunity for upselling and cross-selling other products that you might offer.
Moreover, poor user experience is bad for your employee productivity as well. Your employees will have to spend more time resolving customer issues, which can hurt your business.
What is a Good UX?
Good user experience sounds simple enough – but it isn’t. Most companies fail to design good user experiences because they ignore some basic insights about customer experience. Let us visit some of these below.
Seamless, omnichannel experiences
A survey by Adobe shows that consumers are using 2.23 devices simultaneously at any given time. It is no wonder that 45% of consumers want a seamless user experience that works across multiple devices.
For a good user experience, it is important that the experience you offer across multiple platforms, be it a desktop, tablet, mobile phone, or laptop, is of the same quality.
Consumers love a user interface that lets them quickly reach the point where they want to get. Unfortunately, bad UI design is very common because designers often try to put too many paths and choices in one place to make their tasks easier.
Moreover, it is difficult for them to visualize the consumer’s needs while designing the application because they might not have a business context.
Intelligent, context-driven support
Customer support in many older companies often uses multiple systems spread across different platforms to resolve customer issues.
These applications often do not talk to each other. It takes time for your customer support team to understand the context before addressing their problem because all the data is not available in a single place.
Today, consumers expect an immediate resolution to problems, so such delays are simply unacceptable.
A study by HBR in 2017 showed that 81% of consumers prefer to solve problems themselves before approaching any customer service touchpoint across industries.
Survey after survey has shown this truth – customers want to be empowered to resolve simple issues themselves rather than depending on another person.
Meeting consumers where they are
Legacy customer service systems often use email and other outmoded ways to engage with customers. These methods of communication are outdated today.
Consumers expect instantaneous engagement through apps and live chats today. For a good customer experience strategy, being where the consumers are is extremely important.
How Low-Code Helps Improve UX
Low code is helping to resolve some of these problems with good UX design in the following ways.
Seamless, omnichannel experiences
Low-code platforms help create omni channel applications. You can make a single user interface that will work across any platform without making any changes or adjustments.
This means that the consumer gets the same experience across all touchpoints she visits, helping create an amazing UX.
Low code helps visualize user interfaces through an easy drag-and-drop approach, almost like creating a flow chart.
This lets designers visualize the flow and walkthrough of their UX design, making it easier to create simpler navigation. Designers can create a “happy path” that quickly resolves the customer’s issues rather than taking them along several detours in which they simply weren’t interested.
Moreover, business users can also use low code to create simple walkthroughs using their insights into consumer behaviour, which can help designers immensely.
Intelligent, context-driven customer support
Low-code applications use custom APIs to integrate multiple legacy applications and bring their data onto a single window platform.
This helps to create a complete view of the consumer’s profile at the click of a button, enabling your customer service executive to understand the context and respond faster.
Several low-code platforms have the functionality to create or integrate with chatbots that help consumers get the information they need to resolve their problems themselves instead of having to call up or email customer care the old-fashioned way.
Meet consumers where they are, instead of where you are
Low-code platforms help you easily build applications across multiple platforms, including web and mobile. This lets you reach consumers at touchpoints they like to engage in rather than ones they don’t want to use.
Low code helps create simpler, customer-focused, mobile-ready, and intelligent applications that help create a powerful user experience for your customers.