Some companies say user experience is everything. Others like to believe that what they offer is so valuable that user experience doesn’t really matter. So what’s the truth? Or does the truth lie somewhere in between?
Just like a mathematical hypothesis can be proven – so can the value of a great user experience.
A lot of things have to happen right before a company generates revenue.
Before customers pay, they need to be Retained.
Before retention can be achieved, customers have to become Adopters.
And there are countless studies that have proven that the single largest predictor of adoption is early stage Customer Satisfaction.
But what drives customer satisfaction?
First, a company needs to be building or offering something customers want. Value Proposition may seem obvious – but how many startup teams have failed because they were building something “cool” as opposed to a something someone actually needed or wanted?
So what’s the other piece of the puzzle?
*It turns out that Usability can account for 50% of early stage customer satisfaction!
And just what is meant by “early stage” customer satisfaction? The truth is – it can sometimes be measured in seconds. How many times have you visited a website or installed an app – only to click away or delete it from your phone after a moment or two of confusion?
And as for companies that continue to insist that what they offer is so valuable that the user experience doesn’t really matter? They’ll probably never know how many potential customers were lost due to a poor user experience. That is – until another company comes along offering essentially the same thing with a better user experience. Still not convinced? Look no further than your iPhone.
"Steve Cartwright" Experienced Interactive Software Professional
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