Create Missions and Set Goals

That means if we’re going to help our customers, we need to look beyond UI design. Basically, this is the difference between a UI designer and a UX designer. The first focuses on interface design (does it give shoppers the information they need? Can they take a closer look at products with jQuery image zoom?), and the other looks more holistically at the entire experience. Both are critical roles, and neither is more important than the other. They are just different. In this article, I want to look at three areas of eCommerce that you should consider if you want to position yourself as a UX designer. Areas that a UI designer would consider outside of their responsibility.

But the areas our clients desperately need help to address. These areas are: First level communication taking away the risk Offering excellent customer service Let’s dive. You may also be interested in: You’re Nothing Special: How to Stand Out in a Crowded Market. Is your customer communication top notch? “I often see sites that first insist that Grenada B2B List a user search the knowledge base before they can contact the person. Why?” Making a purchase decision involves answering many questions. Questions about everything from delivery to return policy to the physical dimension and color of a product. A well-designed website will address these issues, but users often still want to get in touch.

Turn Mountains of Material Into Small

They may want to clarify something, have a question that isn’t on the site, or just want some advice. Whatever the case, your customers need to be there for them. Unfortunately, all too often, eCommerce businesses fail at this type of communication. The website gets your full attention. So the question is; Do you spend as much time, money and thought on other communication channels as your client’s website? For starters, do you help customers contact them more easily, or are your phone number and email address hidden somewhere on the site? Alternatively, do you make the user jump through hoops before he can talk to a real human? For example, I often see sites that first insist that a user search the knowledge base before being able to contact the person.


Why? ux designers: amazon Just because Amazon has you search through a knowledge base before you can contact them, doesn’t mean your client site gets the same luxury. Next, how quickly does your customer respond when someone contacts you? How long do you keep a user on hold when he calls? Do they offer 24/7 support, or are they only available during business hours? For example, one of my favorite reasons is the live chat facilities that, when used, have no one to handle them. A UI designer would add the feature. A UX designer makes sure that feature is equipped or removed when it’s not available. ux designers: chat support Why show a chat service if there is no one to answer my question? Then of course there is the type of response they receive from their customer.

Encourage Goal Setting and Show

Too often, companies try to save money by encouraging customer service staff to use canned responses. There is nothing wrong with these answers in theory. But they often don’t respond to a user’s specific query. Support staff should use the canned responses as a starting point. They should not send them to customers without personalizing them. There’s a lot more advice we need to offer customers about communication, from how we respond to dissatisfied customers to how much they spam existing customers with promotional messages. But for now, it’s enough to realize that we should work just as hard to get our customer communications right as we do to improve your website.

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