Be Your Own Best User Experience Consultant

User experience is subjective by definition.

While one person might consider a process to be seamless, another may find it too difficult and quit in the middle.

Many companies invest huge sums of money in improving the user experience. Increasingly, companies are outsourcing to user experience consultants to ensure their UX is as smooth as possible for the greatest number of people.

But relying on a one-time service isn’t a viable long-term strategy — not when technology trends and consumer demands are subject to change.

Be proactive, not reactive

So much of improving the user experience is seeing where users struggle to complete processes, learning from mistakes, and refining them to deliver an improved experience.

Whether you run an eCommerce site and identify the need to improve the UX for your customers or you’re a business leader who wants to improve software usability, you can learn a lot from collecting insights from your users’ experiences.

Understanding where users have “pain points” can help you analyze what went wrong and how to improve the process for the future.

However, user expectations and desires are constantly evolving. Instead of waiting until you identify a problem in your UX, you’ll be in a much better position if you take a proactive approach that enables you to keep a constant pulse on the user journey, stay alert to issues, and solve them swiftly.

With the right insights, you can be your own user experience consultant.

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Use a 360-degree solution to see the whole picture

There are hundreds of factors that feed into the user journey, how each user experiences the product, and why one user may experience a problem at one stage and a different user, who has a similar profile, will “drop off” at another.

Having a solution that delivers a 360-degree view of the user journey will provide you with insights about how users interact with and perceive the journey at every touchpoint, highlighting factors which may otherwise have gone unnoticed.

According to analysis by WalkMe on user behavior, the amount of time and steps required to complete business processes is directly correlated to the success at which users complete a process.

We discovered that if it took less than 70 seconds to complete a process, there was a 70% success rate. Users experienced the same success rate if a process required five steps or fewer.

Our research also illuminated the benefits of automation.

Adding process automation significantly increased the likelihood of successfully completing a process, from 49% without automation, to 81% with it.

Without a tool to deliver these insights, we wouldn’t have had that 360-degree view of our users’ experience. But with them, we are empowered to be our own user experience consultant and make informed improvements based on data — continuously.

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Knowledge is power

As we all know, the more information we have, the better equipped we are to make decisions.

In order to be your own best user experience consultant, you need access to the right information so that you can identify where friction exists in your user journey, what processes are taking longer than they should, and where you can improve.

With WalkMe’s New Insights, you can gain that essential view into the user journey and identify areas ripe for optimization.

Without understanding what’s tripping up your UX, it will be impossible to achieve digital adoption.

For example, you’ll need to know which process have too many steps, where your users can benefit from automation, which processes are being underutilized, and which are being completely neglected.

Each piece of information will empower you to improve the user experience and provide more value from the software, websites, or apps you provide.

Define and refine

In the digital era, users are constantly comparing your platform or product to your competitors. How easily can they navigate your site? How seamless is the user journey? How quickly can they access the information they are seeking?

If you’re not constantly monitoring and optimizing your user experience, falling behind your competitors is inevitable.

The good news is you don’t need to rely on an expensive third-party company to revamp your UX. With the right insights, you can be your own user experience consultant, armed with all of the information you need to constantly refine the journey and provide the optimal UX.

By WalkMe Team

WalkMe pioneered the Digital Adoption Platform (DAP) for organizations to utilize the full potential of their digital assets. Using artificial intelligence, machine learning and contextual guidance, WalkMe adds a dynamic user interface layer to raise the digital literacy of all users.