Remember, your website is not just a digital storefront, it's the core 'hub' for all customer experiences. Mastering the science of experience design here is key to your future success.
If the online experience is not designed to meet the consumer's expectations, you risk losing this person forever.
The business needs to embark on a customer experience design planning process to ensure that information gathering and buying experiences are easy and intuitive.
The Customer Experience Design is a data-driven and scientific definition of end-to-end digital journeys a business wants people to take.
The sources of information that construct the Customer Experience Design plan are...
The culmination of the above information sources is a document comprising...
Wireframes protect the integrity of the strategic plan. Design/UX teams have a visual design process that is not rooted in strategy. When wireframes are not used, the design creation and approval process becomes based on the subjective opinions of people in power in the business.
The absence of Customer Experience Design planning is one of the most common reasons for Replatform projects failing to deliver ROI.
In the physical world, where " face-to-face" selling occurs, salespeople begin with their standard selling approach, hoping it's relevant to the consumer. A good salesperson will react to the consumer's visual (body posture) and/or verbal cues to determine whether the content he/she is presenting is of value.
Based on these cues, the salesperson will change his/her approach.
They are effectively presenting content in a way people want to receive it.
Websites must do the same, it must anticipate and react to the consumer's buying process.
The Customer Experience Design plan dictates how the eCommerce channel interacts with consumers and anticipates their buying journey.
Look at the Customer Experience Design process as sales training for your eCommerce channel.
Retailers invest heavily in employee sales training. When an employee moves on, the investment and knowledge made in the employee are gone.
When you fix the sales expertise of your eCommerce channel, it continually adds business value 24/7.
Greg’s approach to coaching was enhanced by his depth of knowledge in eCommerce. His skill set covers not only frontend applications but also technical functionality. His approach is data-led, references best practice and resulted for our business in an in-depth and comprehensive review, that was highly actionable.
Greg is the ultimate superhero when it comes to understanding the world of e-commerce. His rigorous ability to research the issue, articulate a plan and execute with timeless efficiency makes him in a class of his own.Greg's detailed strategic review empowered the business to implement quick wins and determine a priority list to take our offering to the next level. His professionalism and global experience backed by the data, allowed us to set realistic goals measurable by a solid ROI.
