Wednesday, February 01
  • See Spridz
  • Contact Us
The latest trends, news & insights on closing the customer feedback loop
Like Haha Love Sad Angry
Facing Feedback
  • Home
  • Categories
    • Funny News
    • Viral
    • Featured
    • Customer Satisfaction
    • Net Promoter Score
    • Customer Experience
    • Employee Engagement
    • Gallery
    • Customer Loyalty
  • Posts by Reaction
  • Archive
user avatar
sign in sign up
A password will be e-mailed to you.
Lost password Register Login

UX Design Massively Influences the Customer Experience: Here’s Why

Avatar MoodGuru
August 19, 2020
1685 views


A growing body of research demonstrates that great UX designers have a positive impact on customer satisfaction and profitability. Last year, data collected by the software developer UserZoom revealed that 70% of enterprise CEOs now see UX as a competitive differentiator, an 18% rise from 2018. That figure is likely to have risen further in the wake of Covid-19, as executives see the critical role of design in the way customers interact digitally with their company.

But while the pandemic has won the debate for design, it has also thinned budgets and put top UX teams out of reach. The median salary for a UX designer in the United States is $98,000, according to Burning Glass, the analytics software company. Given that predicament, the Mexican city of Guadalajara is emerging as a leading destination for sourcing top UX talent.

Clara Balderas, lead UX designer at Wizeline

“I see is a lot of opportunity here,” said Clara Balderas, the lead UX designer at the software and product delivery company Wizeline. “It is one of the largest cities in the country and has a wide educational offer. At least in terms of the IT industry, it is one of the best places to work in Mexico.”

Design Thinking: A Long-Overlooked Approach

While tech giants such as Apple built their brand around an elegant aesthetic, smooth and seamless user-interaction is far from the established standard. So-called “pain points” abound in modern tech. User interfaces confuse and frustrate customers. Sign up forms request an overwhelming amount of information. Developers fail to tailor content specifically to mobile or web.

A lack of coherent design across products and services is another common problem. Only 14% of businesses are design-integrated, according to Limina, a US-based design consultancy. Such inconsistencies can confuse customers, complicate transactions and hurt the brand image.

Of course, confused or frustrated customers are bad news for business – but designers have had to work hard to convince executives of this. Many business leaders still view UX design as an intangible and impossible-to-quantify phenomenon. In fact, UX is so underappreciated that many executives confuse it with the related field of UI design (user interface design). The latter relates to the images and text that the user sees on the screen. Technically, UI is just an element of UX – which focuses on the broader task of reducing pain points and increasing usability.

Today, the evidence for the business value of strong UX is overwhelming, and many companies are finally waking up to the commercial importance of design.

“A few years ago, UX was hardly recognized as something fundamental to the design and development of digital products,” Balderas said. “It has changed for the better, although there is still a long way to go.”

Guadalajara’s Design Scene

While attitudes in the C-suite may still take time to change, analysts agree that UX design is a burgeoning field. The Nielsen Norman Group, a UX consulting firm, estimates that there will be 100 million UX professionals in the world by 2050. The role that the Nearshore region will take in this future remains to be seen. However, Guadalajara locals are confident of the city’s potential.

Brenda Contreras, a UX designer and researcher at Grupo Tress Internacional

“Guadalajara has great talent in terms of design,” said Brenda Contreras, a UX designer and researcher at Grupo Tress Internacional, a firm that develops technology to support the administration of human resources. According to Contreras, there is a growing understanding in the city’s tech community that “usability is not about attractiveness, but about functionality.”

Guadalajara, the capital of the state of Jalisco, has long been considered one of the most important tech hubs in the Americas. Last year, Google, Hewlett Packard, Oracle and other major players announced plans to invest $222 million dollars in Jalisco. The state’s technology sector already accounts for 125,000 jobs and its population of IT graduates is growing year-on-year.

Despite this, there are still no college degrees on offer that focus on UX design. Few educational institutions even include UX as part of their programs. While such courses would strengthen the city’s profile as a UX hub, the lack of formal training has the unintended consequence of opening the area to people from a broad spectrum of backgrounds. Wizeline currently employs UX designers who trained as graphic designers, industrial engineers and even journalists.

“UX is a broad discipline that encompasses various areas,” Balderas said. “Within those areas there are people who may not be programmers or designers… People with a background in humanities are welcome to UX.”

The Monument to the Illustrious People of Jalisco, Guadalajara

UX Design Headaches

Nearshore UX teams are not protected from the challenges facing designers in other parts of the world. Both remote working and the need to convince clients that great design makes business sense are common problems, regardless of location.

Work-from-home arrangements have been a greater challenge for UX than for most other tech workers, because collaboration is a defining feature of their process. Designers have had to adapt to new working methods within teams. Clients have been unable to visit designers in person and have had to rely on videoconferencing to track progress on projects.

“With the pandemic, the challenge is greater,” Contreras said. “We have continual video calls and we send reports on how the project is developing. It can be done, but constant communication is necessary.”

Effective collaboration between outsourced design teams and clients also requires openness and adaptability – on both sides. UX designers are trained to identify pain points in software. However, some companies are reluctant to receive negative feedback.

“Companies or clients sometimes have a very clear idea of ​​what product they want and the only thing they are looking for is someone to develop it,” Balderas said. “Our job is to make them see that the value of design goes beyond the layout. Our work is about building solutions that respond to problems. In many ways, we are asking them to take a step back.”

What does it take achieve great outcomes in Nearshore services? If you would like to share an exciting case study or news story drop me a note — Steve Woodman, Managing Editor



Source link

Categories: Customer Satisfaction
Post reactions
Like (0)
Haha (0)
Love (0)
Sad (0)
Angry (0)
Related Posts

A Playbook For D2C Brands To Build And Boost Customer Lifetime Value

August 15, 2021

This American City Has The Worst Customer Service

August 14, 2021

Pax housing recognized with customer service excellence awards

August 13, 2021

Yorkshire-based non-standard financial services firm Morses Club sees digital division customer numbers rise by 80 per cent

August 13, 2021

Report: Customer engagement is more difficult in the Covid era

August 12, 2021

Maximize Customer Satisfaction By Outsourcing Global Field Services

August 12, 2021
Post reactions
Like (0)
Haha (0)
Love (0)
Sad (0)
Angry (0)
Related Posts

A Playbook For D2C Brands To Build And Boost Customer Lifetime Value

August 15, 2021

This American City Has The Worst Customer Service

August 14, 2021

Pax housing recognized with customer service excellence awards

August 13, 2021

Yorkshire-based non-standard financial services firm Morses Club sees digital division customer numbers rise by 80 per cent

August 13, 2021

Report: Customer engagement is more difficult in the Covid era

August 12, 2021

Maximize Customer Satisfaction By Outsourcing Global Field Services

August 12, 2021
Follow Us
Categories
Recent Posts
  • Comedian and promoter wins 'highly prestigious' entertainment award
  • Customer Loyalty Management System Software Market Production Growth, Demand And Supply Analysis 2023 To 2029 | Including 125 Pages Report
  • Caldwell Partners International, Inc.: Caldwell Achieves Outstanding 93 Net Promoter Score
  • Boxing: Former promoter Dean Lonergan backs Joseph Parker to win world title again
  • 65% of consumers say personalisation earns loyalty in 2023
Recent Comments
  • Babeshbd on BORN Group Receives SAP® APJ Partner Excellence Award 2020 for SAP CUSTOMER EXPERIENCE
  • Anonymous on Hello world!
Archives
  • January 2023
  • December 2022
  • November 2022
  • October 2022
  • September 2022
  • August 2022
  • July 2022
  • June 2022
  • May 2022
  • April 2022
  • March 2022
  • February 2022
  • January 2022
  • December 2021
  • November 2021
  • October 2021
  • September 2021
  • August 2021
  • July 2021
  • June 2021
  • May 2021
  • April 2021
  • March 2021
  • February 2021
  • January 2021
  • December 2020
  • November 2020
  • October 2020
  • September 2020
  • August 2020
  • July 2020
  • June 2020
  • May 2020
  • April 2020
  • March 2020
  • February 2020
  • January 2020
  • December 2019
  • November 2019
  • October 2019
  • September 2019
  • August 2019
  • July 2019
  • June 2019
  • May 2019
  • April 2019
  • March 2019
  • February 2019
  • January 2019
  • December 2018
  • November 2018
  • October 2018
  • September 2018
  • August 2018
  • July 2018
  • June 2018
  • January 2017
Calendar
February 2023
S M T W T F S
 1234
567891011
12131415161718
19202122232425
262728  
« Jan    
Copyright 2017 © Spridz Customer Feedback Software | All Rights Reserved.
  • See Spridz
  • Contact Us
  • Terms of Service
  • Privacy Policy