What is a Digital Customer Experience Audit?

WHAT CAN IT DO FOR A PRODUCT'S EXPERIENCE

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A Digital Customer Experience Audit (CX Audit) identifies oppportunities to overcome challenges and barriers within the Customer Expderience of any mobile app, website, kiosk, etc.

We don't merely assess whether Customers can easily interact with your experience but we also assess what it means in terms of achieving YOUR business goals.

The result of this assessment can therefore go way beyond suggestions of minute changes to the details of the interface. It can suggest modifications to the actual content, tools, and functionality of the experience and product itself, and it can prioritize usability improvements in terms of the importance of business objectives (e.g., many usability enhancements may or may not turn out to be critical.)

Many redesigns of existing website or product experiences proceed in a vacuum, with some idea of how to change the look-and-feel, but with only vague, dubiously-substantiated ideas about improving the overall user experience (e.g., committee complaints or ad hoc customer feedback).

Our unique approach allows us to conduct a preliminary audit of the website or product experience to soundly and clearly identify the key customer experience challenges ahead of the design effort. This guarantees that the improvements made are the right ones, adequately defined, and correctly scoped.

A CX Scorecard is assembled based on the experience performace against multiple best practices for an executive summar of audit findings. Much more detailed screen by screen analysis is also included showing specific areas where opportunities for experience improvement exist.

Why care about Customer Experience (CX)?

In the general case, Customer Experience problems can be the causes or contributors to the following negative business consequences:

High Drop off rate for first time users

Lower than expected conversion rates

Low rates of repeat use

Slow adoption of of important features by users

Substantial revisions to a product not meeting user needs

High demand for tech support for users

 

When these issues are properly addressed, it can greatly contribute to the following business benefits:

Increased Sales & Usage

Better reviews, word of mouth

Better optimization of feature set, usability, and the desires of customers

Clearer, easier to understand, easier to use features

Faster learning by customers about how to use

Customers make use of more features more frequently

Competes Better: Easier to use than the competition

Less Support Needed: Clear, easy to understand, easy to use features

What's Involved?

What types of actitives can be part of a Customer Experience Audit

Review of User Experience from a best practices POV

Stakeholder Interviews to understand goals and objectives

User Interviews & Inquiries

Clickstream Analysis

Conversion/ eCommerce / Purchase Optimization

Competitive Analysis

Content and Information Architecture Review

Data Analysis: analytics and other tools