The Evolution of User Experience
Considering consumers’ recent shift in perspective, it’s no surprise that usability became the defining predictive factor for business survival in 2020. People quickly adopted whichever platforms were easy to use, while those with issues fell by the wayside.
Zoom, for example, became the preferred videoconferencing system over Webex, Skype, and other tools. Why? People decided Zoom was more user friendly and intuitive. Now, the value of Zoom exceeds $129 billion and millions of people use the platform every day. It’s clear that the company’s initial investment in a best-in-class user experience has paid off.
Anecdotally, people began using a number of new tools in an attempt to restore the communication pathways that the shift to remote work had severed or at least impaired. But only the tools that provided clear value and a good user experience remained in use after their initial novelty wore off.
What’s Your UX Strategy?
Given the renewed focus on usability as part of our new normal, it’s a great time to reevaluate your own approach to user experience. Start by considering which changes most impacted your users’ lives. You must figure this out before you can begin meeting their needs and remedying their painpoints.
For example, if employees were using your digital product in an office setting before COVID-19, you definitely need to consider what has changed. Are employees working from home now? Are they experiencing new painpoints? Is your product still the most valuable one on the market? Updating your approach means taking into account which features and characteristics are no longer relevant to the modern user experience.
Once you’ve determined what has changed, you can begin brainstorming potential solutions. Do a lot of your users have pets? Maybe your system would benefit from a special cat-on-the-keyboard mode. What about family interruptions? Instead of just chalking up common issues to the current state of the world, think about how you could accommodate them. You need to design for the modern user experience. What can you do to make working from home easier, more productive, and more enjoyable?