Laws of Greater User Experience

experience

/?k?sp??r??ns,?k?sp??r??ns/ -- an event or occurrence which leaves an impression on someone.

Experience is a fundamental aspect of human life, influencing learning, personal growth, emotional well-being, and societal understanding. It shapes individuals and societies, providing a rich tapestry of knowledge and wisdom upon which further experiences and progress can be built.

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We as humans always remember the experience – both good and bad – be it that great resort where you went for family holidays - that date night restaurant or a cancelled flight or train. Based on the kind of experience you have– it drives your emotional attachment to a place, person, brands and in this digital age – websites, applications, or service portals too. By enabling great experience, one can drive more business, Brands can drive loyalty and confidence, impact revenues can be influenced, and effectiveness & efficiency can be increased for users and so on to many realized benefits.

Creating an Engaging Experience With ServiceNow’s Employee Center

To us humans, experience directly translates to one happiness quotient. In today’s Digital world, user experience matters because it directly influences user satisfaction, engagement, and business success in the increasingly digitalized world. Organizations that prioritize and invest in creating a positive digital UX gain a competitive edge and build lasting relationships with their audience.

An engaging and user-friendly digital experience enables highly efficient workforce only when some of the key aspects are embedded into the portal experiences.

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1) User Interface – Enabling Wow Look & Feel of the Portal – Building Brand Loyalty

A user interface based on brand guidelines is instrumental in creating a consistent, recognizable, and trustworthy brand presence. It contributes to a positive user experience, strengthens brand identity, and fosters user loyalty and engagement.

All companies take huge pride in their brand color and themes. It is emotionally connected to them and thus creating your Employee Center portal or Intranets on the brand guidelines should become the starting point. Absorbing the guidelines & color pallets and then creating a user interface sets you for quicker adoption and acceptance. Brand guidelines provide a set of rules and standards for visual elements such as colors, typography, and imagery. Following these guidelines ensures a consistent and unified look and feel across all UI components.

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A well-designed interface reflects positively on the brand and conveys a sense of reliability and professionalism. A consistent and reliable digital UX builds trust with users. It reinforces the brand identity and contributes to brand loyalty as users come to expect a certain level of quality in their digital interactions.

2) User Journey Maps – Understanding your user behavior and expectations

When we take on this important job of creating extra-ordinary experience for our users; their journey maps are of the most important and key aspect, understanding their use cases, pain points, service expectations and opportunities – looking for areas where one can enhance the user experience.

Define the different user personas who will be interacting with your service, consider their demographics, behaviors, and goals. Once you understand that and incorporate it in your design and build, this will enable effective and efficient user as they will be able to navigate through and consume the right set of information or request a service with just right number of clicks.

Document User Actions and Emotions during the process, create Visual maps and validate it with your user set, take their feedback and incorporate it and redeploy

3) Content Mapping: Building Right Taxonomy and Content strategy – Delivering information effectively.

When you land on a Portal your basic expectation is to find information easily and use it to get the job done. The lesser the amount of time spent in finding the information or service; the better the experience.

Content strategy involves planning, developing, and managing content to meet business goals and user needs. It includes creating, distributing, and governing content in a strategic and sustainable way. Build a process on keeping your content clear, precise, and FRESH.

Whereas taxonomy refers to the classification or categorization of content based on a hierarchical structure. It helps organize information in a systematic and coherent way – building it around your knowledgebase and catalogs is key.

Combining a well-defined content strategy, an organized taxonomy, and thoughtful content mapping creates a structured and user-focused approach to content creation and delivery. This approach helps businesses effectively communicate with their audience, meet user needs, and achieve strategic objectives.

4) Getting Job done – As soon as possible: Enabling Virtual Agents, Automations, Integrations and building easy to communicate screens.

Efficiency gains, enhanced user experiences, cost savings, and improved data accuracy are some of the key winners when you automate. These benefits contribute to the overall effectiveness and competitiveness of portals in today's dynamic business and technology landscape.

A positive digital UX empowers users by giving them control over their interactions. Intuitive navigation, clear calls-to-action and to be able to communicate with agents easily and handle simpler tasks like tracking their requests to get incident or case updates. Create an amazon like shopping order experience. You know when one will receive the goods/service - Set the expectations accordingly.

Analyze older transactional data and build your Virtual Agents conversations based on volume of tickets received. Some of the high volume set examples are – Password reset request, applying for leave, pay and benefits requests, case status update, VDI session reset or requesting a VM etc. Build your automations around it and integrate with various other systems to drive automations. There are endless possibilities to what you can automate these days.

Extra-ordinary experience is only possible when you tick all of above points and service your user as quickly as possible.

5) Building sustainable themes: ESG Take on Portals

Creating sustainable theme portals involves designing and maintaining online platforms that are not only visually appealing and functional but also considerate of environmental, social, and economic impacts. Here are key considerations for building sustainable theme portals:

Optimize Portal code to reduce its environmental impact. This includes minimizing unnecessary scripts, compressing images, and utilizing efficient coding practices. Faster-loading pages not only enhance user experience but also contribute to energy efficiency by reducing server load and data transfer.

Building light and dark themes for Sustainability. Consider implementing a system that automatically detects the user's time zone or device settings to switch between light and dark themes based on day and night. Use contrast and typography smartly.

Building light and dark website themes for sustainability involves a thoughtful integration of design principles, user experience considerations, and a commitment to environmental consciousness.

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Talk to NewRocket / DM me – if you are looking to provide effective and efficient ways of working to your user base / customers. Happy to help.

Case Studies : https://www.newrocket.com/case-studies

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