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Usability Testing is the New Customer Experience

As a customer-centric organization, you’ve created an impressive website to help make your business more easily accessible to your customers. You may think that it stops there; you have the site, and so your users will figure it all out. However, it doesn’t work that way.

Customers today have multiple touchpoints to access like a website, mobile app, tablet, etc. and each of these touchpoints is expected to deliver truly great user experience, in order to convince your customer to make that final commitment and buy.

Some common issues that make the site or application less usable for them are,

  • Where do I click next?
  • Which page needs to be navigated?
  • Which icon or jargon represents what?
  • Error messages are not consistent or effectively displayed
  • Session time not sufficient, and multiple other issues

When users are faced with these issues, it’ll leave them frustrated and confused with their overall experience with the app and there is no guesswork for what will happen next.

To ensure you create that flawless omnichannel experience for your users, it is of utmost importance to have a team of testers simulating real user behaviors and usability test your application across devices before you hit the market.

Why Usability Testing?

Usability testing is a method of testing the functionality of a website, app, or any software product and it helps to determine whether a site/software is useful, findable, accessible, usable, desirable. To put it simply, it tests the following features within an application.

  • How convenient is the application to use for users?
  • How easily can the user learn the features of the software?
  • Is the core purpose of creating the application attained?

Performing UX tests need an intensive and well thought out approach like getting into the minds of users and understanding their way of behaving with an app to produce better results. It requires a good combinatorial testing strategy ranging from functional testing, system integration testing, to unit testing and if planned strategically, it can be absolutely cost-effective and also ripple positive experiences among the customers for delivering a great application.

To conclude,

Customer experiences will influence critical business decisions in the near future and with social media ensuring any malfunction goes viral in seconds, companies cannot afford to deliver a poor user experience and paint an embarrassing picture of their brand’s reputation.

Join our live webinar on Usability Testing to know more about the topic on Apr 23 at 10 AM CST/ 3 PM GMT. Register here

Keerthi Veerappan

Brand Evangelist