\”Let us won’t let us there … .. I hope design leads the trend. More users research. More models. \”
-Mat Mut Murrenvag
On Wordcamp US 2016, Matt Mullenweg’s of Matt Mullenweg Word of the Word outlines the vision of WordPress with design. Since then, Woocommerce has doubled hard.
From developing our single design team to five (and still recruitment!) To more conversations with our customers -understanding what is most important for them, and e -commerce How to integrate into their lives -we have just begun to achieve this transition, we have learned a lot!
We hope you can take some courses we are studying and apply them to your business, regardless of size.
Start talking to your customers to understand who they are, and how they find you today to find you , Never be too early or too late.
1. A key component of understanding and drawing a customer journey The design process is to understand your customer experience, which is usually called a mapping customer. journey.
This involves checking customers
From the first moment of interaction with your brand to the end of the task
. For example, buy products, complete courses or booking.
Then you can map these contact points to understand the overall situation. To understand and apply it to your business, I would like to ask myself:
What tasks do I want them to complete?
Why does anyone need or want to complete this task?
How easy is it to complete the task?
What is the interceptor?
From here, write the steps of each task.
We use the figure below to help draw every step to ensure that we consider the customer’s thoughts and feelings and external factors that possible interference.
For example, if their device, connection or environment is restricted, they cannot easily complete the task and make them feel confused or frustrated, we will notice this.
PDF, try it.
the PDF version Once each contact point is drawn, you can vote for decisions which are the most important research areas.
When considering the task, it is important to consider what stage your client is in the interaction with your brand and products
.
Each stage has its own needs and mentality. For Woocommerce, we applied the six general experiences of IBM. It divided the customer journey into six different stages:
Discovery, trial and purchase
Getting Started
[ 123] Daily use
Management and upgrade
leverage and expansion
to be supported
2. Talk to customers: Intelligent listening and discovery insights
One way to check each stage of the six stages is to talk to them when the customer is in each stage. What did you first bring you? Why do they start? How do they use your product or service? What happened next?
When talking to customers, it is important to propose
correct
. Rather than let them talk about what they want, it is better to ask customers
Why do you do this. Let them show you
how they use your product or website, and then
to observe
how they do it. Listen to what they say, but also write down what they do.
It ’s not what they said. The self -reporting statement is unreliable, and the user’ s guess of future behavior is the same. Users do n’t know what they want. ”
-Jacob Nelson For example Inquiring about our customers, they have a wrong opinion on their views on the new WOOCOMMERCE function that we have not yet developed: they can only speculate what they think or what they want to hear. A better way is to observe the related tasks of customers to complete new functions, such as adding new products. Through observation and conversation with customers, we may find that more control of custom product pages may be useful, because they want to cross -sell some related projects, but the theme layout is not inWhat they want. Ask what they want to have the same result.
As the author of \”Just Enough Research\” and the co -founder of Mule Design, Erika Hall’s suggestion:
]
\”A good research is to ask more and better questions and think about the answers. This is what every member of your team can and should do, and Everyone can learn quickly. Moreover, it is done well. It will lay a solid foundation for the most effective way by reducing unknown and. Hall
Erika advocates good research, and knows how to find out how customers can use the product you are creating.
\”In order to make full use of your time and really do enough research, try to find out your best priority -your assumption will bring the greatest risk.\” – Erica · Hall
3. Put down the assumption, establish empathy and cultivate curiosity
When in -depth research, you think you should know what you know about customers should be regarded as needed The assumption of verification. Establish your assumptions and start exploring. For example, if you want to outline high priority issues for your e -commerce website, you may ask:
[ 123] Can my customers easily check the checkout?
What hindered their purchase?
What information are they looking for?
Can they find the information required for helping to make a purchase decision?
From here, you can find customers who are talking to them, arrange meeting time and plan for your meeting. Ideally, this can be done in person, but this should not prevent you from talking to customers in other ways.
There are many tools we use for remote user research. If you are interested in learning more about various research methods and best practices, USABILITY.GOV is a good resource.
In addition to the Just Enough Research of Erika Hall, Steve Portigal’s book \”Interview User: How to Find Conerients\” discussed the interview skills, tools, and how to analyze the results. Both books can be through rosenfELD Media purchased, we proudly say that it is supported by WoOOCOMMERCE!
In short, understand your customers! Knowing more about how customers and your products or services are suitable for (or not suitable) their daily life, let you know who they are on a more personal level.
Establishing empathy for your customers is the key to ensure that your products are useful, desirable and visible. It is important to spend time understanding the needs and expectations of customers, because it has been proved again and again:
\”In various industries, satisfied customers spend more, showing deeper loyalty to the company to show deeper loyalty to the company Degree and create conditions to enable the company to reduce costs and increase employee dedication. \”
-\” CEO Customer Experience Guide \”McKinsey quarterly, August 2016
If you already have for you for you I am curious about the experience of websites or business for customer research: What have you learned from it? What challenges do you encounter? What suggestions do you give?
Join the design feedback group
If you are interested in helping us know more about you, and hope to have the opportunity to try new and upcoming features before others, please register for registration, please register Our newly launched design feedback team.
Research opportunities from beta testing, survey, telephone or video call interview, and availability testing, and availability testing. All of this can be completed on your comfortable computer at any time, any location, or location. Register today!
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