These days just creating a great tool is not enough. There are million competitors and alternatives on the market, meaning focusing solely on functionality will not cut it anymore. To make sure you truly stand out you need to think, and I mean really think, about the end user.
What is it they want and need from your tool and how can you make their life just that much easier by presenting your solution. Not sure where to start? Let me share the 3 key points we practice here at Eylean. I am sure you will get inspired.
1 – Natural User Interfaces
One of the first things to consider when creating your tool is how will the users feel using it. You should strive to create an interface that feels as natural to them as possible. Thus improving the rate of a succesful adoption and overall satisfaction with your solution.
However, it is really hard to say what exactly will feel natural to everyone that is about to use your tool. So what do you do to achieve the effect? It is simple – give your users options. A rule of thumb here at Eylean is giving our users at least 3 ways for completing any action.
For example you can assign a task by pressing a slide out button, by dragging it onto a teammates name or by specifying who is responsible in the task details. While for some this may feel silly and unnecessary, it means that our clients have options and can choose a way that feels the most natural to them. By giving them various ways to do the same thing we ensure that their usage of Eylean is as natural as possible to them.
2 – Something That Looks and Sounds Right
Another very important thing to think of in regards to customer experience is the transition from the real world into your software. When coming up with a new solution it can be all too easy and too tempting to start creating new and better ways to do things. And while improving and optimizing various processes is never bad, you should be vary of wandering too far off the path.
Your tool can optimize and suggest how to improve the way customers do things, but it should still resemble the processes and tools they use in the real world right now. For example, many teams start practicing Kanban with a physical board and sticky notes. So instead of reinventing this working system, Eylean Board is a digitalized and improved version of that.
If you wish, you can use it just like a physical board, with the exact same functionality, where all the tools go by the same names, thus creating a seamless transition. Or, if you need more, you can enjoy various additional built in functions, like time tracking, reports, extended task details, etc.
When thinking about the end user, make sure to create a tool that not only improves, but also resembles the real life environment. Using that and terminology that is familiar to your customers will help a seamless transition.
3 – Real Time Personalized Support
Lastly, when thinking about the customer experience, you should always make sure your support is on point. As with any customer service, the way you deal with your clients can make or break your business. In case of software, the support you give to the potential and paying customers is your place to shine.
No matter how great of a tool you create, your clients will need some assistance in using it. Sometimes it will be the simple questions on how to do one thing or another other times you will have to deal with complicated requests that may require to even change your tool. No matter what it is, we at Eylean make sure our clients get everything they need on time and specifically catered to their needs.
Having a professional service that can always be reached in a timely manner adds trust and satisfaction for any customer and thus guarantees their experience with your company and solution is only the best.
Ensuring your proposition to the client creates a great customer experience starts from offering options and analyzing their world and ends with providing a service they can always count on. While you may think it is all about what your tool can do, taking these few additional steps is what actually pushes you over the edge and keeps your customers returning time and time again.