Complex and confusing web analytics tools that lead to website changes that don’t deliver any results.
Clear understanding of usability issues frustrating your customers, and opportunities to increase CVR and retention rates, and lower bounce rates!
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User experience refers to what your users experience as they interact with your product and/or your business. For ecommerce and Shopify stores, this typically includes what your users experience while using your online store, the delivery experience of receiving your product, the experience of using your physical product, as well as the post-sales experience around customer service. UX design is the practice of improving all these various touch points throughout this customer journey from start to finish.
UX is short for "user experience" and UI is short for "user interface". User interface refers to what you see on your website or device and how you interact with it. It includes screens, buttons, navigations, animations, and more. User experience has a wider scope, referring to your overall experience on interacting with your product, customer service, and other aspects on top of your user interface. UI is focused on the narrower scope of the usability of your online store, while UX is focused on a broader scope of satisfaction with your business overall.
User experience refers to a very broad concept of how your customers interact with your product and business, and therefore should rank very high in your list of priorities of focus. Understanding the bottlenecks in your customer journey where your customers experience friction is an important step towards optimizing purchase CVR and repeat customers. A great UX leads to happy customers, which leads to happy business owners!
Analyzing user experience starts with mapping the steps throughout your customer journey or flow. You will need to define key metrics (KPIs), based on both qualitative and quantitative data. Quantitative date such as number of visitors, clicks, and purchases will give you an idea of what is happening and an efficient way to track improvement. Qualitative data such as customer feedback will help you understand why something is happening. Understanding why something is happening will give you a straight forward way to improve.
Surveys are a great way to gather qualitative data to understand how your users are experiencing the different parts of your business. Gojiberry includes display and distribution features that allow you to gather survey responses at touch points throughout the entire customer journey. It is a great way to efficiently gather qualitative feedback from the right customers at the right time to expose opportunities to improve your user experience, and grow your business.
Read here for how to create powerful customer experience surveys.