10 Ways Centered Design Thinking Can Optimise Your Customers Digital Experience

Before, we’re living in an industrial revolution economy where many organisations were focusing on their products and services. However, in the 21st Century digital economy, they have been a paradigm shift. Many organisations focus on the customer “what do users want?” when developing products and services before go-to-market. Personalise a product is paramount, it enables organisations to target their customers with the right products.

We are going to discuss how appealing focus groups is, in this article. User-centred design can improve customers experience. But, before going into the details of User-centred design, we have to examine the five principles, techniques and four elements of User-Centered Design, these includes;

Five principles of User-centred design:

#1- Identify and involve user’s earlier to determine product design
#2- Have a clear understanding of the user’s requirements
#3- Feedback should define requirements and design
#4- Activate User-centered design with supplementary development
#5- Continous refine the design process

Techniques of User-centred design

#1- Interviews
#2- Questionnaires
#3- Focus Groups
#4- Card sorting
#5- Collaborative Design
#6- Usability Testing

Four essential elements of User-centred design

#1- Accessibility
#2- Visibility
#3- Language
#4- Legibility

Now, let us discuss the different techniques that are valuable to optimise your product and service development following User-centered design in an agile manner;

#1. Consider the Needs of User (UX)
The essential thinking to make any of the product user-friendly depends upon the convenience it provides to its user. While getting your platform designed, you have to collaborate with your UX, UI developer to analyse the challenges that your users are facing. If your business processes do not give the users a much better user experience required, users will not come again for it.
For example, if your checkout page contains many fields, extreme forms you need to fill out, the less likely that in the end, the user will complete the order. Analysing and understanding users’ online journey is a collaborative effort using centred designed thinking to the optimised design of your products and services.

#2. Don’t Let Your Consistency Break (UI)

When users come to your platform, a user requires your website to be easy-to-use. So, the array of users interface (UI) elements should be very much consistent, transparent and easy to navigate. For example, you have an eCommerce platform where you offer products and services to your customers. You have to collaborate with your UX designers and developers in such a way that, a customer may easily find the options such as “Search bar”, “Quick Order”, ‘Buy Now’ and promotions. Provide Users with maximum ease and comfort.

#3. Be Simple and Natural

Be modest while discussing the qualities of your products and services. You have to be natural and unbiased. So, don’t exaggerate, and try to improve the qualities that your products do not possess.

#4. Try to Reduce Mental Effort from User’s Side:

This is a crucial part to consider; you must keep in mind while designing an optimised user experience that you don’t have to put your user in pains. Keep things simple in the process flow, and reduce the mental effort from the user’s side.

For example, your registration page on your eCommerce store, and you want your customers to fill the form that contains several pages. To reduce mental effort from the user’s side, you should collaborate with the focus group and work in alignment with UI designer to capture usability in filling the form (reduce the number of fields) so that your customers remain in comfort. Ultimately, this will go in your benefit.

#5. Efficient Feedback System:

The efficient feedback system is significant for the attainment of customer satisfaction. If your customer requires something information from you, you must be prompt enough to respond to user’s queries. For example, as mentioned above; while filling the customer registration form on a website, you must have systematic feedback that could instantly respond once the form is successfully filled out and submitted. Consistent communication with your customers, once they have made a request, is an efficient way to keep the user engaged.

#6. Provide Information with Clarity:

The best-centred design thinking mindset start with clarity; you have to provide your customer with precise information. Meanwhile, you can easily add these features through block diagrams and flow charts. Moreover, don’t provide information that is not useful.
For example, If we consider the checkout process of an eCommerce store, multiple steps are required before completing an eCommerce purchase. The design of the checkout process varies depending on the business requirements.

#7. Give Autonomy to User:

Here is an essential part, providing users with the power of independence to operate and take control of their online account. Explaining this point with an example mentioned above;
If a customer has chosen a product’s and add to a shopping cart, and now the wants to quit for the time being and log-off, so when the customer return later on and login to their account, the customer should be able to access the product’s in their shopping cart.

#8. Efficient Navigation Mechanism:

The retailer has to provide the user’s with a convenient and adequate search and navigation mechanism. UI and UX designers should keep this usability in mind during centred design thinking workshop. For example, a user is exploring different promotional offers on the homepage of your eCommerce platform, when the user clicks on the offers button, the user needs to be redirected to promotions landing page, the user should be able to navigate easily on the promotion pages.

#9. Offer Your Assistance:

You should be available 24/7 to help your customers depending on the operating model of your business. If a customer have any query and approaches you with a question, you have to answer customers question as quickly as possible. So, the quicker you provide your assistance will help in building the trust of the user.

#10. Error Free Information:
One of the most important things to offer is a complete error-free service. For example, when a customer orders something from your eCommerce platform and does not get it due to some error in your services, it will be a severe loss for you.
Moreover, that customer will not pay a visit again for ordering something. That said, is always advisable to amaze your customer with superb customer experience.

Summary
You might have felt the importance of the role played by User-centered design (UCD) in improving the digital experience of your customers. Therefore, having implemented the above-proposed solutions, you can achieve your goal up to a considerable extent. We have explored different methods In this article that can be applied to improve, user research, usability, product and service design, UX audit and customer experience by making use of User-Centered Design.

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