Encordia Insight
The Value of Crafting Seamless Digital Journeys: How Investing in User Experience Drives Business Growth
A staggering 70% of customers abandon their purchases due to poor user experiences.1 The impact of intuitive and tailored user experience (UX) interfaces is clear: not investing in user experience could lead to revenue loss and diminished customer trust. On the other hand, a well-crafted, seamless UX boosts user engagement, conversion rates, and customer loyalty.
We encountered the cost of poor UX firsthand with a national rail retailer client. Soaring customer complaints and bloated contact centre costs were driven by front-end technical issues and ineffective UX design. By redesigning their user interface, we reduced their system errors from 20,000 to less than 300 per week and significantly cut contact centre costs. The revamped system, now used by 6 million users, improved customer satisfaction, resource allocation, and conversion rates.
Crafting an effective UX involves mapping the customer journey, understanding their pain points, and identifying sources of delight.2 Below we outline the impact that investing in user experience has on retention, conversion, and profit.
Increased User Engagement
A seamless UX encourages users to spend more time on your platform, exploring its features and content. This increased user engagement means your potential customers are spending more time interacting with your business. Users are also more likely to develop a connection with your brand, leading to increased interaction, repeat visits, and higher sales potential. Over 50% of people won’t consider buying from a brand with a poorly designed mobile site,1 highlighting the significant opportunity cost of poor UX.
Higher Conversion Rates
Well-designed, seamless user experiences lead to increased sales by simplifying desired actions such as making a purchase or signing up for a service. This ease of use significantly increases conversion rates, with customers being guided, rather than deterred, from buying. Mobile sites loading in two seconds or less have a 15% higher conversion rate than those with greater loading times,1 emphasising that even small impairments in UX can deter potential customers and reduce conversion.
Enhanced Customer Loyalty
Positive user experiences foster customer loyalty, driving growth as clients are more likely to return and recommend the product or service to others. This, in turn, boosts customer acquisition and reduces churn rates. 79% of people are more likely to revisit and share a mobile site if it’s easy to use,1 demonstrating the impact of ease-of-use on retention, brand reputation, and building trust in the market.
Competitive Advantage
Outperforming your competitor’s user experience can attract customers who value efficient and satisfying digital interactions. Becoming the provider of elevated customer journeys and experiences leads to increased market share in a highly competitive digital landscape. 74% of people are more likely to return to a mobile-friendly site,1 showing the preference for elevated UX and the competitive edge it provides.
Cost Savings
Cost reduction and budget allocation are essential to companies as they scale and grow. Investing in UX reduces the likelihood of costly redesign and customer support issues that come with increased complaints. By addressing user needs upfront, businesses can minimise the need for extensive modifications and troubleshooting down the line, proactively preventing revenue losses.
Conclusion
Investing in UX is essential for any business aiming to thrive in today’s digital landscape. A well-designed UX enhances user engagement, conversion rates, and customer loyalty, provides a competitive edge, and leads to cost savings.
Encordia Consulting is here to help you navigate the complexities of UX design and implement strategies that deliver measurable results. Contact us today to learn how we can enhance your digital presence and drive business success.