How to Improve User Experience

October 1, 2018 userclix 0 Comments

User experience is the cornerstone of any good website, and so naturally it’s going to apply to your eCommerce store. The UserClix platform launch is the first step along the longer path of serving and empowering users.

Our users are the centre of our platform and our inspiration to create and improve UserClix. And while eCommerce business will know doubt benefit from our platform when a transaction occurs, we understand that it all starts with the user experience.

Nowadays there are so many websites online that offer similar sorts of services, that customers have very little patience for websites which are difficult or unintuitive to use. To avoid customers clicking away, it’s important to measure user experience.

Here are some key ways to do that effectively:

Check load speed

How quickly your website loads is a key factor in how visitors will engage with your eCommerce platform.

If it’s slow to load, they will click away: it’s as simple as that. In fact, 47% of consumers expect websites to load in two seconds or less — and 40% will abandon a page that takes three or more seconds. This means that if your site takes more than three seconds to load, you lose almost half of your visitors before they even arrive on your site.

That alone is a huge blow to your potential conversions.

And for the visitors that decide to stick around, your slow load times can deter them from returning in the future.

In one survey, 79% of customers said they would not return to a site with poor performance. If you find that the page is loading too slowly, try making certain images smaller to help the page load quicker. Choosing a different hosting option, for example, upgrading from shared server hosting to a dedicated server hosting plan once you start getting more traffic will increase your website loading times.

Ask people

There’s a variety of tools and metrics available online to measure user experience, but nothing beats just asking people what they think.

Get as many friends, family, staff, co-workers and neighbours – anyone who will give you some time – and ask them to use your website and report back with how they got on. This will bring up any overlooked UX issue that your customers would have encountered later.

Real-time feedback is especially important.

According to a survey, 44 percent of online shoppers feel the best feature an eCommerce website can have is a live chat.

Live chat support in combination with short feedback survey after a chat has been completed can serve to get closer to customers by better understanding their needs and challenges. Typically, it is very difficult to generate positive feedback. The customer is more likely to send feedback after an unpleasant experience. You can solve this problem by giving out rewards to customers for sending feedback. Gifts can include free shipping, discounts on future purchases, free samples, gift cards, contests, etc. The prize should be valuable for the customer rather than a cross-sell tactic.

Checkout completion

Finding out how many people actually got through the checkout process is a good way of improving the buying experience. If you see a large number of people abandoning the process at a certain point, it’s a good indication that something is either not working as it should be or that it needs replacement. In many cases eCommerce businesses are more concerned with the “technical” aspects of their website and tend to overlook the user experience. Convenience is a big factor of the user’s experience, and any issues that inhibit convenience need to be addressed.

Note customer queries

Often customers will directly tell you if they’re having problems with certain portions of your eCommerce store. This can be via phone calls, social media and/or email. Keep track of the numbers of queries you’re receiving about certain aspects of your platform. It may become obvious that something needs to be changed in a certain aspect of your website. To save time and improve the user experience, make sure the logical progression of a user through the website is very clear.

Use heatmaps

Heatmaps give a very clear overview of the aspects of your website which get a lot of clicks against the parts of your website that get very few clicks. They show where people engage the most on a particular page, with red areas signifying many clicks and blue areas signifying barely any or no clicks. With that information, you can see what users are drawn to, allowing you to focus your attention on improving the appeal of less commonly used aspects of the website. If for example, you see on the heatmap that a menu option button, leading customers to a product page, does not have most of your clicks then that would mean you need to make the button placement more obvious or the flow more intuitive.

Conclusion

From what you can see above, the user experience is about a lot more then simply choosing a colour scheme for your eCommerce site. Using measurement capabilities provided by UserClix can lead to building and rebuilding your site and although there is a lot that goes into delivering an outstanding user experience, there is also plenty rewards for both you and your users that come out of it.

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