These past couple days have been spent quite a bit in thought about “User Experience”, in my opinion one of the most important aspects of Marketing. An experience in the dictionary is defined as;
the process or fact of personally observing, encountering, or undergoing something: business experience.
I wanted to share some of the thoughts that are going into this major overhaul.
Planning out the different elements is vital. I’m not a full perfectionist, but I tend to have high expectations. I dont simply want a slick looking UI (User Interface), but an online environment where users enjoy spending their time. An environment where users can find help, find value and find happiness.
So with this in mind, we are in the process of creating a new experience that is consistent with our brand & personality throughout all of our business. In the past, we had little gaps in the holistic experience, where mini-experiences just weren’t great even though the overall opinion and feedback from users were massively positive. Still it wasn’t consistent and the awesomeness didn’t extend to every corner of the KLG.
The aim of the website is to provide information, guidance and support in virtually a large amount of specific areas from media to events to sports. This doesn’t mean however that users shouldn’t be coming back to our website. Often.
With this redesign we wanted to build an experience that would ensure that our users spent more time on the site. We also didn’t just want them to waste time either (we’re not in the game of compromising on our own or our users’ productivity), but instead wanted them to find reciprocal value within the time they spend with us. We want to enhance their overall experience, from first contact to purchase to every single support ticket thereafter.
We are in the process of doing this, because we believe we can monetize that increased / improved interaction that happens when users are having fun & finding more value. If a user finds value in what they are investing scarce time in than rest assured that you have laid and built a strong foundation on that Users experience. Its like going to an amusement park and not wanting to walk away. We’re aiming to grow our business based on incredible experiences.
What are your thoughts around experiences for products and services? Whats good? Whats bad?