The role of user experience in digital transformation
Digital transformation doesn’t refer to just using more software tools and upgrading a company’s IT infrastructure. If a digital company decides to enhance technologies in its business operations, the way it engages with customers changes as well.
To ensure a successful digital transformation process of a company, it is crucial to involve customer experience in the business development adopting a user-centric approach by shifting a traditional old mindset into a new one featured by a holistic approach building a good User Experience (UX).
Nowadays, organizations are adopting mobility, analytics and Internet of Things (IoT) to digitize the business core. The mistake that shouldn’t be done is that an enterprise doesn’t need to start from its own necessities, doesn’t need to reinvent just business productivity, but in order to improve business management, they should start from the user and customer point of view, and consequently, readjust business processes in their perspective.
Thinking with a customer mind, is the key to provide good services that could satisfy clients effectively, only in this case, when your company meets the customer need, it can be said that you obtained an added value. It is extremely important to do an accurate analysis of users, their necessities by conducting surveys, workshops to design a good UX.
Here 6 benchmarks to build a valuable User Experience:
- Easy to find: How easy it is to find a site or a service;
- Ease of use: How improved is customer platform or process usability;
- Easy to access: How easy is the customer profile accessibility (e.g. Customer Onboarding Platform);
- Usefulness: How useful are the features and functions of your customer-based services;
- Aesthetic Elements: Will make users like the product’s looks and feel and visual appeal?
- Reliability: How many users trust the company’s digital services? (Brand awareness, Brand Experience).
Moreover, when a company works in a digital environment and deals every day with customers who use digital services, platforms, even interface is important to increase UX, for example when a customer carries out a Digital transaction or any kind of digital payment, visual elements are crucial and in general, they should allow the user to make the decision-making process easier, secure and faster. All these points are deciding factors for keeping or losing Customer Loyalty.
The role of User Experience in COVID-19
The customer experience has always been a company priority but when a company has to recover from the situation created by the pandemic, a shift towards digital experiences is mandatory, especially in this particular moment where all services are carried out remotely, UX will be a starting point for the success of the business. The priority now is to reimagine, develop and transform customers’ experience approaches to obtain more engagement from them.
The current crisis forced many static-based businesses to move online, rethinking the way they operate by digitizing the whole management process. While most traditional companies are striving to continue their activity in the new reality, only some of them understand how to do digital transformation right and what changes it triggers. One of the main mistakes companies often make is to pay too much attention to technology innovation while underestimating the role of user experience.
We are talking about increasing Customer Experience, User Experience, Customer Loyalty, Customer Care, Brand Awareness, Brand Identity, and Digital Usability. All these factors should become a must-have for a company which plays in the Digital Transformation scenario and most importantly which wants to ensure continuity in this fluctuating and unpredictable world.
UX-oriented digital transformation to arise in a competitive scenario.
Creating great products or services isn’t necessarily enough to deal with competition in the overcrowded digital arena. To stand out, a company must truly satisfy its customers, or at the very least make the purchasing journey effortless. In order to achieve this, a deep understanding of customer needs and wants is a must. Here are a few tips on how to take a comprehensive approach to the creation of user experience within the online transition process.
How should a good digital service be built on User Experience?
Digital transformation is an ever-changing process. Getting the IT infrastructure designed and developed won’t bring a company long-term benefits if opportunities for experience optimization are ignored later. As with any optimization process, moving to the digital space means that you always have to seek improvements and keep track of the current trends and digital user way of living, especially if a company deals with a digital native user.
For a digital company, optimizing a digital customer experience should be a must-have. Modern customers are demanding and expect to obtain everything immediately. They expect a quick and easy management process, clear communication, not to waste time with traditional paper processes. Digital transformation initiatives also involve employee revolution: you should provide the company’s staff with user-friendly tools as well. Such tools will help them manage daily tasks faster, increasing the company’s productivity, profitability and internal communication.
What UX-based solutions Euronovate can provide?
All our Group digital solutions have been conceived, developed and designed under a user-centric perspective ensuring a smooth virtual interaction.
Now, people use the internet to carry out every issue: purchasing groceries, smart-working, digital payments, reaching any public service remotely (e.g. digital insurance, digital telecommunication, digital Public Administration for digital Citizens, digital education, digital healthcare, digital banking, etc…). That’s why simple and informative user flows are adjusted to the needs of users with different tech skills playing a critical role in UX today.
Given the current circumstances, consequently to COVID crisis, our digital-based solutions, achievable from anywhere, become essentials in this period where all public and private services are carried out remotely, and most of all are managed by user itself from home which means that every solution should be:
- Easy to use;
- In real-time;
All these concepts can be summarized just in one: User-centric.
Some Euronovate solutions that enable user self-management remotely:
- Digital Certificate to make user document and digital signature reliable and legally binding;
- Digital Signature tablet and software to sign digital documents from anywhere;
- Customer Onboarding Platform to enable users to self-manage their own data remotely with secure access that is no longer based on passwords but on Biometric Authentication; (Patients Records, Student Records, etc…)
- Data Security Solutions to protect user data in every digital activity (Data Storage, Digital Transaction, Digital Document, Digital Identity access, etc…)
- Paperless process–based solutions to streamline any workflow and traditional bureaucratic process, without wasting resources.
Euronovate has the right user-centric digital solutions which make any remote activity easier, quicker and safer. If you want to find out more about the advantages of our services, please contact us to arrange a demo or to ask for more information.