User experience (UX) can make or break your business.
I woke up at silly o’clock this morning dreaming about the poor UX in a particular bit of our accounting software. Every time I use it I get annoyed. There’s a similar irritant in our practice management software. Things that were poorly designed.
We try our best to ensure that dealing with Minerva Accountants is smooth and seamless. We work with tech-savvy clients so we use a lot of automated chasing BUT we also ensure that any client who replies to the emails is met with a human response.
We prefer to communicate by email for traceability and so that the whole team can see what is happening with clients BUT, if something is not straightforward, we leap onto a telephone or Zoom call.
AI and technology can make things run smoothly behind the scenes but it takes a human to think through a human friendly UX. Take some time this week to review the customer journey in your business and make it as smooth and friendly as possible.
1.How do the first contact you?
2.What is your onboarding process?
3.What is the process for delivering your goods or services?
4.What happens when something goes wrong?
5.How easy is it for customers to speak to a human being of they need to?
What one thing can you do to improve each of these touchpoints?