User Experience: The Underrated Money-Maker
Is it Time for a UX Review?
If your website or mobile app is continually underperforming, it means it is time for a UX Review. With organizations taking on a customer centric approach, this is one of the most important tools you can have to make sure you are putting your customer's needs first.
Why Conduct a UX Review?
Researching your users is the best way to make improvements to your user experience. We know with budget and deadlines this is not always the best or most feasible option, so instead, the UX Review was born to offer an additional option. Top reasons why you would conduct a UX Review include:
- Timeline: You need to see results quickly. User Research is going to slow things down by at least 3 weeks, so this is where the UX Review is particularly useful.
- Limited budget: User research and complete redesigns take time, which equates to money. If your site is continually missing the metrics, but you don’t have the budget for a large project then this is your answer.
- Users are hard to connect with: We often find this within B2B, where many users hold executive-level positions. This can prolong the timeline even more.
3 Steps of a UX Review
When we do a UX Review, it is three steps. Simple enough, but missing out on one or not diving deep enough will hinder results.
- Data: Knowing what is and isn’t there is #1. Taking quantitative and qualitative analytics to see what is and isn’t working. This can come from analytics, business metrics, A/B tests, social or email campaigns.
- Expertise: Taking user personas into account and offering insight into why something is (or isn’t) working. Prioritizing recommendations that you can execute on.
- Design: Reviewing your key pages and site features and comparing them against top competitors, allowing for our experts to offer suggestions.
The cost of inaction means potentially missing growth goals because of poor conversion rates.
What to Expect With a UX Review
Why do you want to do a UX Review in the first place? It’s important to start your UX Review by laying out your objectives. Not doing so can mean missing expectations.
Common high-level outcomes include:
- Create new opportunities
- Confirm design changes
- Assess technical issues
- Creating a roadmap for UX improvements
Problems to Solve With a UX Review
Understanding this makes your outcomes more measurable. Common business objectives we find clients trying to solve include:
- Increasing conversion: UX is one of the most significant factors affecting the conversion rate. An example of this is by improving up-sell conversions. By introducing the right up-sell and cross-sell relevant items in your UX we have seen an increase in average order value by 20%.
- Optimizing User Flow: User journeys can be convoluted with multiple touchpoints. Optimizing the user flow will allow you to make their experience as seamless as possible. We often see checkout as an area that requires developing various flows. We have seen simple updates to checkout flows increase conversions by 15%.
- Decrease Usability Errors: There is a fine line between an impressive site and an easy to use site. Complex navigation, poor search, and excessive content are top offenders. Usability reviews and testing have shown to significantly reduce call center interactions, improve self-service, and site credibility.
- Improved Customer Engagement: A UX Review will define exact features and functionalities to enhance customer engagement. Oftentimes these opportunities are not openly expressed by the user. With thoughtful site interactions supporting why the customer should interact with your brand you can see improvements upwards of 5%.
Is it Time for a UX Review?
If you are ready to get on track to improving engagement, amplifying reach, and increasing sales then it is time to consider a UX Review. Instead of waiting months or even years (and breaking the budget in the process), our UX Site Audit enables you to make small, incremental improvements that have a large impact on revenue and engagement.
Request a UX Site Audit