Satisfaction is another one – users won’t be satisfied with the platform if they’re regularly experiencing frustration. If no concept of conversion exists, for example you’re working on an internal platform, instead you may be aiming to improve efficiencies such as speeding up workflows and preventing mistakes, resulting in less business time wasted. This could be via conversion rate, specifically on flows which you have optimised. To prove the value, it’s important to measure return on investment. No matter how good the features are, a bad experience will mean users don’t come back. We operate in an industry where the pressure to compete means some companies are bloating their products with features, making them harder to use, and ending up with users feeling stupid as they try to navigate the technical unknown without an instruction manual. Garrett kicks off with some great arguments supporting the need for good user experience.
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