Is your company’s website/app 100% effective?

Given the current COVID-19 situation, people are spending more time online. For businesses, it is increasingly important to have effective online touchpoints with the customers under this situation.

I assume that your company already has some interfaces such as a website or an app.

BUT. Do you really know how effective those interfaces are? Have you ever checked how users are navigating themselves on the interfaces? Are these interfaces converting into sales to a maximum extent?

Users often interact with your website in many different ways from what website owners expected, and sometimes they find it not easy to navigate themselves.

What are the common problems?

Websites mentioned in this website are extreme cases, but you have probably encountered some websites that you experienced confusion or inconsistency when you were using them in the past. Here are some examples of users’ unsatisfactory experiences:

• Can’t find the contact info of the company except for the hotline number
• Is there I can list products that I’m interested in?
• I clicked one product page. When I return to the product line page, the website took me to the very top of the list instead of where I stopped the last time
• Let me just buy this product now!
• This website looks weird on the phone
• I don’t know what happens if I click this link but see what’s going to happen

All of these voices sound very common, but these are the result of the failure of achieving the goals and objectives of user interfaces. It sometimes generates a huge impact on the overall online sales.

If you really these moments, you notice that the problem is not about the images or videos that are used, but rather lies on structures such as the overall layout of website features or the flow of webpages.


What if the company’s website fails?

These inconsistencies sometimes make a subtle difference sometimes generate huge impacts on the overall company’s performance. Here are some results in case businesses fail to establish effective interfaces:

• Higher Customer Acquisition Cost
• Lower Customer Satisfaction & Retention Rate
• Lower Net Promotor Score
• Lower Conversion Rates
• Higher Customer Support Cost
• Higher Operation Costs
  etc

In this post, I explained the problems companies might face in case they fail to provide effective web – and mobile designs. But what about the cases companies successfully drive their businesses by good design?

In the next post, I will show what kind of and how much effect good design can have on the businesses by referring to the studies based on design-led companies.  

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