How can any experience be effortless if there is so much effort in just finding what we need? Here are 3 common ways your design may be derailing the customer journey.
Everywhere I look these days, I see people sitting in trains, standing in retail store lines and crossing the street with their heads down, eyes fixed hard on screens of all sizes and operating platforms. And I’m no exception this rule. In the words of 80s pop culture icon Madonna, I am living in a digital world and I am a digital girl.
As consumers, we are perpetually distracted, hyper connected, multi-tasking, impatient and more demanding. And when it comes to brands – be they in our staple of favorites or newcomers – the idea of selling isn’t as simple or fast as it used to be. It can sometimes take days, weeks or even months to get one consumer to stop what they’re doing and pay attention (for longer than 2 seconds) and feel as if what the brand is saying, doing and selling are useful, affordable, authentic and tuned in personally to what we, as consumers, want, where we go, and what we do everyday. This was one of the underlying themes I saw at the annual eTail East Conference in Philadelphia last week. Because digital isn’t just “what I do” for a living and is embedded into my... Read more
The reality is, if you provide a really stellar online experience, they will want to come back, again and again. Which makes the overall job simpler, and clearer.