How to Improve User Experience in 2021
A Complete Guide to User Journey
There is no denying that the pandemic has changed the world of marketing in a big way. Marketers and companies had to quickly adapt to the rapid changes in the market. More professionals began to work remotely, and companies began to focus on digital marketing.
Accordingly, marketers looked for innovative ways to improve the online user experience. But why did this happen?
What is the User Journey?
Due to the Covid-19 situation, most people have started shopping online and expect companies to be more engaging. This fact has created new customer priorities and changed the way a successful customer experience looks like.
In a few words, the user journey is exactly what its name suggests: a representation of the timeline of a customer’s online (or offline) experience. Unlike traditional approaches, the user journey has everything to do with the customer’s perspective.
What’s the User Journey Role in Customer Experience
Awareness: Where an online user searches and finds out that your product/service is one of the solutions. This happens through search engines, social media, etc.
Asking Questions and Collecting Data: In this part of the user experience, potential customers identify other alternatives (your competitors). They ask questions and gather information about each product/service.
Consideration: Where the clients have collected all the details, know who you are and how you can help. In this stage, they compare your product/service to your competitors.
Decision: In this stage, they decide if your solution is the best way to go.
Conversion: Once a user chooses your product/service over competitors.
Retention: Where customers expect you to guide them through your product, solve potential problems.
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