Every business these days should have a basic website as a bare minimum requirement so that existing and new consumers can find information about your company online. But it’s not enough to just have a website, you need to be able to stand out from the crowd, and that is where Customer Experience (CX) comes in to play. We’re going to explain more about cx and what you can do to design a website with Customer Experience in mind.
What is Customer Experience (CX)?
Customer Experience is the customers’ perception of your brand and involves you analysing the customer journey from their point of view. When it comes to online CX, this will include your social media channels and your website. An online presence is essential these days, with so many people using the internet to search for you, your website should mirror your brand so that someone visiting it instantly recognises that it’s you. Your logo, brand colours, fonts and any other stand-out brand features should all be available on your website.
Here we’ll look at five key features of website design with CX at the forefront.
With 50.81% of website traffic in 2020 coming from mobile devices, websites must be responsive. A responsive website means that regardless of whether the customer is viewing the site on a desktop computer, tablet or smartphone, the layout of the site is not affected, and all pages appear at the correct size for readability.
Just as you would expect to go into a restaurant and look through the menu before deciding what to order, your website should make the process of looking for a particular product or service just as easy. As soon as the user lands on your homepage, they should find the navigation around your site to be comfortable and in line with how other websites are laid out in terms of logic -making it an intuitive experience.
Have you ever visited a website that’s taken ages to load? Chances are you might have given up waiting for the page to load and gone elsewhere. Research has found that 1 in 4 visitors would abandon a website that takes more than four seconds to load. So, it should go without saying that your website speed is crucial to a good CX.
This one might seem obvious but is still something that many businesses get wrong. Sleek, high-quality images are a must when it comes to selling your product or brand – as this is going to be a consumer’s first impression of what you offer. If you have any short videos or animations that you can use, then these will also help bring your brand to life and draw the consumer’s eye to your content.
Links to social media channels
Hopefully, you will have a social media presence with the likes of Facebook, Twitter and Instagram. These channels are important, not only as a way of being discovered online, but to also support what you’re saying on your website. Customers will often visit your website and then navigate to your social channels from here as they are a good source of trust for your brand. People might want to see your Facebook reviews or discover more images of your products or services on Instagram. If they deem your overall online presence to be trustworthy, then they are more likely to purchase from you.
There is a lot to consider when designing your website with Customer Experience in mind. All of the points mentioned above should be worked into your web design strategy for building the perfect online experience for consumers.