The 4Es of Building An Effective Digital Customer Experience Strategy

Framework-for-Effective-Digital-Customer-Experience-Strategy

You know that Digital Experience is important but do you have a strategy for it?

Delivering a good customer experience was quite hard when digital was limited to websites and email, but the explosion of connected devices and emerging interaction points like social networks, mobile websites, and tablet applications has fractured the platforms and content.

Digital has empowered the customers, enabling them to interact with a product or service through multiple channels and to create innumerable touchpoints. This has made it crucial for businesses to deliver a consistent, seamless experience across channels. To achieve this, businesses need to know, help, and wow their customers at each opportunity.

But as businesses are focusing on digital channels over traditional ones like physical stores and call centers to make customer experience improvements, they struggle because of the following reasons:

  • Disjointed Experiences – They don’t have a defined approach for multi-touchpoint digital experience.
  • Unclear Expectations – They don’t clearly understand customers’ expectations.
  • Diluted Brands – They don’t know how to represent their brands.

Evidently, they need a digital customer experience strategy to ensure that they build the right experiences to meet customers’ expectations, and invest in the right technologies to deliver these personalized experiences.

A Digital Customer Experience Strategy Addresses Who, What, Where, and How

A Digital Customer Experience Strategy

A Digital CX strategy should flow from the overall CX strategy that comes from understanding customers, partners, internal stakeholders, and the market. While defining a Digital CX strategy we should look for a sweet spot where business value, customer value, and opportunities align together.

We, at Net Solutions, have created a unique framework that we call the 4Es, which businesses can leverage to improve upon or enhance their digital customer experience:

  • Explore the current state
  • Evaluate the current  experience
  • Experiment to arrive at your ideal future state
  • Engage with your customer continuously

Let’s delve into each in detail.

Explore the Current State

Here, exploration methods are utilized for understanding the current state. This is helpful before building a product or adding a new feature to an existing one.

Methods

The following methods are used in this type of framework:

  • Interviewing Stakeholders
    This will help identify business requirements and key challenges.
  • Interviewing Sales and Support Staff
    This will help understand the users’ pain areas.
  • Creating an Ecosystem Map
    This will help analyze your business’ ecosystem as well as supporting user journeys.
  • Prioritizing Digital Touchpoints

    Evaluate the Current Experience

    This matrix includes factors such as business benefits, user benefits, and data of the affected users.

Evaluate the Current Experience

Evaluate-the-Current-Experience

In this phase, usability testing of existing digital touchpoints is conducted to ensure that the systems work well for users.

Methods

The below-mentioned methods are employed under this framework:

  • Expert Evaluation – This type of evaluation helps identify issues related to user experience (UX). In this process, heuristics methods are adopted to evaluate:
    1. Presentation – Effective presentation of the user interface via effective layouts, grids, white space, graphical elements, typography, and color palettes.
    2. Interactions – Here, users can achieve their goals via in-page interactions (for e.g., form interactions, controls, and responses to users’ inputs) and multi-page interactions.
    3. Value – Here the user interface is measured based on time, effort, data, and money to gauge their ability to meet the users’ requirements.
  • Run Competitive Tests – This helps identify strengths and weaknesses in competitors’ products as well as gauge users’ requirements.
  • Qualitative Usability Testing – Here, tests are conducted with diverse sets of users. This is to gauge as to which aspects of the digital touchpoint benefit users and which do not.
  • Quantitative Usability Testing – This involves tests to determine the time taken to complete the task, the success and error rate, etc. Further, users’ feedback on usability, as for example, ratings, is another test that is conducted.

Experiment to Arrive at a Future State

In this phase, the output obtained in the Explore and Evaluate phases is utilized to resolve the existing issue or to improvise new solutions.

Methods

Following are the methods utilized in this phase:

  • Using Paper Prototypes
    Here, tangible prototypes can be used both in paper-form and and browser-based. This is then presented to the users – both internal and external – for their feedback.
  • Card Sorting

    Experiment to Arrive at a Future State

    In this method, users are asked to place items under various categorized groups. In doing so, users’ mental mindsets are revealed.

  • Test Interactive Prototypes
    This test is conducted to observe and analyze users’ receptiveness towards the prototypes presented.

Engage with Your Customers Continuously

This framework involves observing the research and design cycle to understand existing problems and identify new issues. The data from multiple channels is monitored and analyzed to understand patterns and trends.

Methods

Following are the methods used in this phase:

  • Surveys
    Surveys are conducted on existing customers and prospective users.
  • Monitor Analytics and Metrics

    Engage with Your Customers Continuously

    This is done with the purpose of capturing users’ purchasing behavior on the various digital touchpoints.

  • Analyze Search Logs
    This will help understand what users are actually looking for as they contain relevant information.
  • Analyze Incoming Feedback Channels
    This needs to be done periodically to identify issues with the usage and improvement areas. Using this medium, observe what users are looking for, and what the hindrances that impair their understanding are, to name a few.
  • Pay Attention to User Sentiment
    Social media channels play an important role in capturing real-time feedback from users on a product or a feature, both good and bad. They also serve as a medium to gauge competitors.

Conclusion

To elevate your digital experience while working within existing resource constraints, you may need to make hard choices about where to focus your efforts; and this decision-making does not end when the improvement launches. Companies that take an iterative approach to their development efforts are well-positioned to react to customers’ feedback and usability results.

Take testing, research, and feedback from your digital experience improvement project, and use it as the starting point for your next effort. What other areas can you improve? How will your customers benefit?

Adopting this approach creates a cumulative effect where you consider the entire experience rather than engage in individual one-off projects.

Contact Us

Abhay V

About the Author

Abhay Vohra has more than 15 years of experience in the IT industry. Abhay started out with us as a Quality Analyst and moved onto the Business Analysis team, where he discovered his passion for Information Architecture, Wireframes, and User Experience. Now, he possesses an impressive experience in UX and has delved into User Research and Service Design. Abhay also happens to be a culture enthusiast and takes a keen interest in world cinema and literature.

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