We often think of UX (User Experience) design as a way to visually plan and improve experiences for users. Typically, we view UX as a crucial first step in designing and developing products and websites. The main point is that without effective UX design and testing, we can’t truly create or promote products that users will enjoy. UX designs usually include wireframes or flowcharts that show the typical path a user takes when using our product or site, as well as any obstacles that might hinder purchases and, in the end, customer loyalty and brand support. While the customer is usually the main user, there are also other users involved in sales, marketing, and support for our products.
How can good UX make it easier for us to market, sell and support our customers?
Product Design
Good UX is a hot topic because there are so many new products launching every day and because the competition is fierce in nearly every product niche. While products themselves must fill a real need consumers will pay for, and they must be reliable and competitively priced, the real battleground is over user experience. How easy is it to learn and use this product? How intuitive? If there are questions or a desire to gain expert level knowledge, how easy and accessible are those resources?
As Rick Wise, CEO of Lippincott, says, “By looking beyond the product to take a broader view of customer issues and activities around the product, companies can find new ways to address unmet needs, create talk-worthiness, and fuel differentiation.”
I won’t dwell on product design, because this is the use case everybody thinks about first for UX design.
Website Design
Every modern website design should start with an understanding of buyer personas and UX design for your most likely buyers.
This usually takes the form of a wireframe using a tool like Balsamiq that encapsulates how buyers would find you and use your website to find answers to their questions and solutions for their needs. It’s a combination of observed behavior (through testing), experience with similar buyers and marketing strategy to make the website, its layout, navigation and content instantly resonate with visitors and nurture them into buyers. A good UX design should also accomplish the business goals of your website by optimizing the lead conversion process as well as providing helpful, relevant content. This process also includes optimizing the website for smartphones, tablets and desktop devices.
Again, UX as a key component in website design is a pretty well known thing these days. If your website designer doesn’t have this process baked into the overall design proposal, you might want to keep shopping. Let’s look at some more novel use cases.
Lead Conversion and Lead Nurturing
If you are working on inbound marketing for your site, you know after creating that lovable, optimized website, your primary goal is to convert qualified visitors into leads and leads into customers. But have you really thought about what that process looks like? How will buyers react to your attempts at conversion and follow-up communications?
Marketers need to go beyond website design in creating a conversion path that won’t scare away visitors and will keep them engaged with content that interests them and helps to solve their problems.
The exact steps in creating that optimized buyer journey can be complex. To help marketers plan and execute, why not employ UX design to map out the process in detail, share it with other users and stakeholders, and refine it to match how your customers actually decide to purchase from you? Here’s an example.
Sales Engagement, Qualification and Closing
As you can see from the above marketing UX design, the final steps are hand off to Sales and Customer Service. If you have a free trial involved in the sales process, then there can be significant overlap in the steps required to engage and nurture customers. What you want to avoid are missed opportunities, for example when a qualified buyer comes knocking at the door but Sales doesn’t hear about it or react quickly enough to seal the deal. You also want to avoid conflicting communications, for example when Marketing receives feedback from a lead but doesn’t share it with Sales, resulting in a disconnect. This can lead to confusion and a poor impression of your company.
So why not map out the sales process, including not only the Buyer Journey, but also the explicit steps taken by both Sales and Marketing that result in a seamless buyer experience that avoids conflicts and missed opportunities?
Customer Service and Customer Loyalty
Finally, the interplay between Sales, Marketing and Customer Service are crucial to winning and retaining customers. You want to make sure leads and customers receive the information they need to give your product a try (if you have a free trial) and understand the benefits of using it. This involves being there when they need you via customer support emails, pages and resources and reaching out to them when there appears to be a lull in activity. You’re trying to avoid churn by inactivity and loss of focus. A steady but not overwhelming balance of communications between customer service reps and customers (by phone or chat) and online resources including user groups and your experts often makes the difference between winning a loyal customer and losing one.
In order to get everybody on the same page, why not create a visual that depicts the User Journey through the customer support process?
By sharing these process designs among the primary stakeholders, Sales, Marketing, Customer Service and actual customers (a test group, for example), you can optimize the entire buyer journey and greatly enhance inbound marketing results. Probably the most valuable part of the UX design process is gaining buy-in and a deep understanding of how you can attract, convert and delight customers during each stage and make the entire process both repeatable and efficient.
What processes do you have that could use a little UX?
