3 Easy Ways to Increase User Satisfaction

December 29, 2014In Usability3 Minutes

Pay attention – as with any relationship, it must be cultivated and paid attention to, nurtured. Prioritizing user satisfaction is a proven way to ensure conversions and authenticity to your brand or digital product. Usability refers to the quality of a user’s experience when exploring the site (which includes all types of software and devices/applications). It is a mix of factors, as mentioned in previous blog posts, including intuitive design, ease of learning, efficiency, memorability, error frequency/severity, and satisfaction.

1. Engage in User Testing

We can’t stress this enough – how else will you know what works best for your website and its users? Many organizations skip this process, finding it to be a long and winding journey, unsure where to begin or if their efforts will prove to be fruitful. Investing the effort and time into the depth and research into the user database will bring issues to light that would otherwise have never been discovered. How can a brand address these points if the wool is pulled over its eyes?

The data obtained falls into two categories: quantitative (denoting what actually happened during the testing process) and qualitative (specific notes detailing what the participants thought or commented on).

Person with card in hand purchasing online and happy with user satisfaction

2. Reach Out to Users

Create a forum where your website users are comfortable sharing their experience with your product/service/platform. Start the conversation – keeping a friendly (yet professional) tone, ask your audience about their interaction. Do they find it easy to navigate or is the process slower than expected? Is the interface attractive or do they find their attention wandering, distracted by details or simply not engaged?

Don’t be afraid to tackle the social media phenomenon – it’s not as difficult as it looks and it is a sure way to boost user satisfaction. Do the necessary research to ensure that your brand is using the most efficient platforms, reaching out to your targeted market. For example, if using Instagram will not benefit your brand’s connectivity, then stay away from it – investing time in it will only frustrate your marketing team and bring you back to square one. Twitter remains the most useful platform in many industries/markets, allowing a brand to communicate directly with their followers, personalizing any feedback.

3. Feedback and Creative Process

Once the testing and social media objectives have been completed, the process continues – it’s time to begin analyzing the obtained feedback and immersing in the creative process. The best part about the comments and concerns gathered from your audience is the ability to rejuvenate creativity – often, a brand may get caught up in the intensity of putting out a product or designing the ideal interface. Re-starting the brain with these helpful edits allows you to approach your brand from a new angle.