If your website or mobile app is continually underperforming, it means it is time for a UX Site 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 Site 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. The top reasons why companies conduct a UX Review include:
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.
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.
Request a UX Site Review or keep reading to learn the steps and outcomes of a UX Site Review
When we do a UX Site Review, is a comprehensive examination of an eCommerce website's design, functionality, and performance, with the goal of identifying areas for improvement. It typically includes the following steps:
User research: This involves gathering information on the website's target audience, their goals, and the tasks they hope to accomplish on the site. Taking quantitative and qualitative analytics to see what is and isn’t working. This can come from analytics, business metrics, A/B tests, and social or email campaigns.
Heuristic evaluation: This is a review of the website's design, layout, and navigation, based on established design principles.
Usability testing: This involves observing real users as they navigate the website and complete tasks, in order to identify any pain points or areas of confusion.
Analytics review: This examines website data, such as page views, bounce rates, and conversion rates, to identify any issues with the website's performance. Comparing pages against top competitors allows our experts to offer suggestions.
Recommendations: Based on the findings from the above steps, the auditor will provide a report with recommendations for improvement.
The cost of inaction means potentially missing growth goals because of poor conversion rates.
The goal of a user experience audit is to identify issues that may be preventing the website from providing a positive user experience, and ultimately, achieving its goals. By addressing these issues, an eCommerce website can improve customer satisfaction, increase conversions and revenue, and boost its overall effectiveness.
What to Expect With a UX Site Review
Why do you want to do a UX Site 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 Site 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 been shown to significantly reduce call center interactions, and improve self-service, and site credibility.
Improved Customer Engagement:A UX Review will define the 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 Site 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 Site 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.