The customer is always right, even if it looks like they’re doing it wrong!
I received a phonecall at work from my wife not too long ago; she was in tears. She was trying to book a Ryanair flight. By the time she called me, had already booked the same flights twice and encountered the same problem.
The confirmation page had today’s date at the top. Taking this as the date of the flight, she thought the site had made a mistake with the booking. After the second attempt, and having spent several hundred pounds, she cracked – we haven’t used Ryanair since.
This tale is not unusual.
In fact there may be little issues on your site that are causing similar problems and similar frustration amongst your customers.
We have been zooming in to issues like the one described since most digital agencies were in short trousers. So much so that in many cases we can see the issues before the usability tests kick off because we’ve seen them before.
The benefit to you is we can save you money
With this level of experience we can identify and fix many of the big issues without going into the lab.
That doesn’t mean we don’t recommend the lab. Spending time with you watching your customers trying to use your site is always beneficial. It throws up solutions, greater understanding and even new ideas; customer insight, the thing we thrive on.
And every bit of insight counts. In almost every case the fixes we’ve made have resulted in a visible incremental uplift in conversion. So, a little change in your site equals a little more change in your coffers.
The joined-up advantage
The principles of good usability are not confined to your site. Our full-service team work together to make sure that your customer journey from first search to return purchase is as streamlined and friendly as it can be. So you can relax in the knowledge that your customers are always being treated impeccably.
Talk to us if you would like to make sure your site isn’t frustrating your customers.