Improving UX with Online Surveys

Resources & Tools
October 1, 2020

“用户体验”这一术语自首次被创造以来,即使在数年之后仍继续流行, 尤其是现在,大多数企业为了应对与COVID-19相关的一系列封锁,一夜之间都在忙着加强他们的在线业务,或将他们的业务完全放到网上.

 

In a country where 73 million people call themselves digital natives, 据Hootesuite报道,互联网普及率迅速增长,在2020年达到了67%, there’s really no stopping the digital economy. As more people work from home and do online learning, time spent online is getting longer too, 但这并不意味着互联网用户有更多时间浏览每个品牌的网站或社交媒体页面. 有更多的活动来分配他们的时间,现在大多数企业都加入了在线潮流, 这意味着每个行业的竞争都已经升级到不仅仅包括功能性的用户体验. If you’re a small business or a startup, 这个参数对您来说更重要,因为您的在线足迹可能是惟一的足迹.

 

如果你的网站或应用程序的设计不是最优的和用户友好的,考虑升级现在. 糟糕的用户体验通常会导致用户流失,你的产品可能根本不会被注意到. 你不会想要进入一个杂乱无章的商店,为什么你想要停留在一个混乱的网站? So, 从获得相关数据点开始,通过在线调查为您的下一步改进奠定基础.

 

UX Basics

Before creating a survey to improve user experience, 你应该知道一个好的网站的基准,这样你或你的用户体验团队就不会迷失在客户希望从你这里得到的长长的愿望清单中. According to the Interaction of Design Foundation, these basic factors that affect user experience are:

  • usability
  • usefulness
  • accessibility
  • findability
  • credibility
  • desirability
  • valuableness 

这七个因素有助于为你的客户提供积极的用户体验, keeping them coming back for more of your products or services. 设计师们已经认识到,产品或应用不能简单地满足功能和目的, but it should be engaging and delightful. It should give users more value or other treats to keep them coming back. 让UX设计师感到困惑的日子已经一去不复返了,他们只专注于功能和bug修复. Today, 用户体验专家已经看到了让他们的客户参与其中的价值,因为这是他们的用户, after all, who will use the product or service at the end of the day.

 

Add more value through a feedback loop

Having your customers’ satisfaction and positive journeys in mind, it’s easy to implement the feedback loop. 如果你只问他们对你的产品有什么看法, you can start with a survey that tries to get to know more of who they are. 一个简单的事实是,如果你不知道你在为谁设计,你将无法设计一个有效的客户旅程或用户体验. Just remember to ask the right questions , keep them short, 并在要求他们提交个人信息前牢记《葡京线路检测中心网址》.

 

Knowing your customers’ demographics are the bare necessities to a great UX, 而这些数据对市场营销和产品部门来说,肯定会派上用场. 根据相似性将客户划分为不同的角色,从而了解客户是谁,这将帮助您了解他们的兴趣所在, what their difficulties are, where to consume their information and on which platforms you can target them. Questions asking their gender, age, marital status, location and employment status would be the basics.

 

The more important set of questions, 哪一个应该每两年进行一次,是你的一般客户满意度调查,它通常会有一些问题,使用一个量表来衡量满意度. 大多数人会使用10分制来衡量满意度,从极度不满意到极度满意(排名10). You can ask satisfaction questions relating to your products or services, 但别忘了问一些开放式的问题,让参与者解释他们的评分. Follow these up with what you can do to improve their experience? Ask how your app can improve their experience or what it can do better.

 

Make the survey experience simple and fun with Survey Anyplace

Most companies use Google Forms, which has been sent a lot throughout this pandemic, since it’s free and easy to use. You can add images, videos, your company logo, 收集数据很容易,因为答案会自动记录在谷歌表上. However, if you’re going to send out a survey regularly, your participation rate may start to dwindle. With all the distractions available on each of your customers’ devices, 为什么他们要花三到五分钟在另一个谷歌表格调查上?

 

为什么不个性化你的调查,甚至游戏化他们,让你的参与者给你一些激励,给你一个诚实的评价? For a reasonable fee, Survey Anyplace 对于那些想要投资于反馈循环过程的公司来说,这是一个有趣而灵活的调查工具吗.

 

Survey Anyplace lets you create interactive surveys, assessments, and even quizzes that you can even use for internal assessments. By creating engaging surveys, 你的参与者会觉得他们在两到三分钟内轻松完成了一项调查.

 

To entice your customers to participate, continue answering your future surveys, and providing you with constructive feedback, 任何地方甚至都有一个功能,你可以添加一个老虎机,让你的参与者“玩”,并尝试他们的运气在瞬间获胜. 

 

A great UX gives you a great return on investment 

At First Circle we have a full team dedicated to improving user experience. Since we launched our website in 2016, our customers have noticed significant and helpful improvements.

 

According to our Senior UX Researcher, GM Espeleta, “调查对CX来说非常有用,因为它们可以作为与客户对话的开端,让葡京线路检测中心网址大规模地了解事情. 从快速检查他们是如何发现葡京线路检测中心网址的经验到在脑海中收集关于特定事物的想法, 调查是葡京线路检测中心网址用来更好地了解客户所在位置的工具之一.” As mentioned earlier however, 通用汽车警告说,“调查设计需要深思熟虑,并考虑到你可能会误解或误用你得到的数据。!"

 

用户体验已经从仅仅由产品团队指导的第三方供应商所完成的工作,演变为由多个部门产生的结果. Meticulous may come to mind in visualizing the job at hand, 但是重新组织你的用户体验团队,重视用户的诚实反馈,这将大大提高你的用户留存率和用户获取的整体成本.


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