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CUSTOMER EXPERIENCE TESTING

GOOD CUSTOMER EXPERIENCE CREATE HAPPY CUSTOMERS

How do we create better customer experiences?

By conducting visitor experience tests (videos), you will be able to find problems with your navigation flow and buying process that you might not be aware of. Give visitors some tasks to complete (e.g. find X, and buy it), plus have them comment out loud while they’re browsing your site, you can then watch the screen recording of it to learn how the average customer buys your products.

E-commerce companies often spend a lot of money and time to create easy-to-use websites to convince the visitor to convert (and increase the sales). However, the visitor/the customer has not been involved in the process. Knowing the visitor’s perspective will provide invaluable feedback for the designer and the company to make necessary adjustments to create better visitor experiences.

Visitor feedback is a sure-fire way to ensure you that things work as they should. You will get real feedback from real users through visitor videos so you can make informed design decisions that improve the flow of navigation in your website, app or product design.

Even testing one target user is better than testing none at all. Peep Laja

How Many Test Users in a Usability Study?

It takes 5 participants have found 85% of the usability problems;  but it 15 users to discover all the usability problems in a design. NN GROUP

The visitor’s feedback informs the company of its strategic design pros and cons to create better customer experiences which will convert more visitors into buyers.

Some visitor’s feedback is crucial in the optimisation of the buying journey. You can not improve the buying journey without some customer’s feedback and personal perspective on the flow of navigation.

‘Visitor Buying Experience’ videos will allow you to follow the footsteps of your visitor. It will also help you to identify ‘pain points’ and opportunities to improve the navigation flow and the buying process. Not only that; it will allow you to engineer personalised visitor experiences.

Visitor feedback also helps in mapping the visitors’ buying journeys. Researching these issues that the visitors face, plus prioritising strategic impact of each issue on your web page will increase conversions (and reduce cart abandonment).