Let’s dig into the concept with a story.
Suppose that you’ve come up with the idea of an mobile app that is similar to Expedia, booking.com, or makemytrip.com. You’ve finalized the design of the app, it goes into production and is finally live.
Now that your mobile app is live, you receive a large influx of calls related to flight bookings, especially cancellation. However, your limited customer support is unable to handle so many calls. Now, you have a large number of frustrated and angry customers, disappointed with the long delay.
What do you do? Before taking any step, you need to get to the root of the problem. You can call a meeting where your UX team and customer support team can try to analyze the problem and find a solution.
You’ll be surprised to find that the problem was the invisible ‘cancellation link’ that was making your customers go into a state of frenzy. You can make that visible with the help of your UX UI designers and ensure that your customers have a great experience when using your app.
This is just one of the ways how business challenges can be solved with a simple UX UI design solution. Especially if you are running an online business and dependent on your website or app, design thinking can be of big help. Here are a few more business challenges that UX UI can solve.
1. Confusing, Inefficient, and Complicated Chatbots
For the past few years, industry insiders have believed that chatbots are an investment toward a better customer experience. By 2024, the worldwide market size of the chatbot is expected to be $1.3 billion and it is predicted to be a driving force for business communications.
Even though chatbots are great at boosting conversions and solving customer service issues, they’re not always user-friendly. And a faulty chatbot might be responsible for a potential customer never using your app or website again.
This problem can be solved by using a smarter AI system that makes use of machine learning to pick up on emotional intelligence and interaction cues. Also, the focus of the chatbot ought to be on the conversational design elements.
Conversational UI relates to those design elements that encourage users to share more information. For instance, instead of having open-ended questions, the chatbot can ask specific questions to the customer, along with providing a list of possible answers.
2. Gathering marketing data and customer feedback without interruptions
Gathering customer feedback and marketing data is crucial for a business of all kinds to support its campaigns and strategies. But, the methods of gathering information might be questionable (like Facebook’s fiasco). Unfortunately, data collection isn’t going away; it is absolutely necessary if you want to provide relevant and personalized content to customers.
But, how can you collect data in a way that doesn’t compromise their safety or disturb their experience? UX designers can give you inspiring ideas in the form of interactive content like surveys, polls or quizzes, and other subtle collection methods. You can include these methods in the design of your app/website.
3. Offering personalized experiences to increase the chances of conversions
Personalized experiences appeal to 91% of consumers and it is a surefire way to enhance sales and offer customer satisfaction. If you’re not providing personalized experiences, you are not maximizing the success potential of your business.
This challenge can be easily overcome by optimizing the landing pages for each of your customers. This way the content displayed is relevant to them. To do this, you need tons and tons of customer data.
4. Showcasing products online in a way that readily appeals to the potential customers
Do you sell products online? If so, you would know that the biggest drawback is that customers don’t really know what they’re getting until it arrives at their door. Also, there are so many online brands available that customers are constantly spoilt for choice. If you want to stand out, you have to overcome the challenge of creating confidence in customers regarding your products. And. you can do so by showcasing your products in a way that appeals to them.
For this, UX/UI designers typically recommend the use of augmented and virtual reality tools so that 3D models of the products can be created. This will provide customers a virtual shopping experience like never before where they can see exactly how a smartwatch would look on their wrist or how a coffee table would fit in their living room décor.
5. Cracking the code of what motivates a customer to take any action or make a purchase
Of course, it is not possible to please or appeal to everyone. The objective of UX designers is to reach out to the maximum number of people. Thanks to studies on consumer psychology, UX UI designers are capable of making confident UX design choices that provide desired results.
To improve the UX, designers take into account the way people browse an app or webpage. For instance, when consuming online content, users tend to follow a z-shaped reading pattern. Moreover, UX designers can keep this pattern in mind and use it to their advantage; by placing CTA buttons along the natural path of a customer’s eyes. This will motivate the user to take any action or make a purchase.
6. Cultivating trust among the target audience and giving them assurance
Online shoppers frequently worry about the safety of their data and personal information. It can be a real task convincing them to trust your brand or app. The first step to winning their trust is through a sophisticated, classy app/website design that exudes credibility. The second step is to display security badges and including them as a part of the overall design. This can help establish trust between you and the customers.
An important part of solving business challenges with UX design is knowing the value of your product and understand your customers (their wants, needs, etc.). In essence, UX UI design will help your target audience get from point A to B; when they’re using your app/website without any hassle.