Considering the Customer’s Journey when designing your website

Considering the Customer's Journey when designing your website

Website design is about the customer’s journey.

The customer journey is the process a customer takes while deciding to purchase a product. A website focuses on collecting information from the customer through a signup form and pushing content to them in order to engage with their audience.

The customer journey can vary across industries. Understanding the differences in how users interact with brands and companies can help you determine what channel(s) you should use in your marketing strategy.

People are more likely to research products before they buy them online than they do offline because they have more resources at their fingertips.

Brand recognition is important when it comes to online marketing because people do not know who is behind the product or service being sold until after they’ve purchased it.

Prospects

Prospects are people who have never heard of the company or product before. They are interested in learning more about it, but not yet ready to buy. Prospects may be reached through advertising.

Active customers

Active customers

The most important part of your customer’s journey is their active phase.

This is the period when they are actively looking for solutions to their problem, whether that be researching options, comparing products or services with others and making a decision on which one will best suit them.

At this point in the process, its crucial that you reach out to these customers with relevant content that educates them on how your product can help solve their problems.

The best way to engage with active customers is through email newsletters and landing pages:

  • Landing pages A landing page should be created for every product page so that when people click through from Google search results or social media advertising they are taken directly there instead of being sent back to the homepage where they may become distracted by other offers on offer (and lose interest).

  • Email newsletters Email newsletters can be used at several points during an interaction cycle:

    – including after purchase/purchase confirmation emails sent out once items have been purchased online;

    – Before checkout receipts are sent out as reminders about upcoming purchases;

    – During checkout confirmations letting shoppers know about special offers available only until X date etc.

    – Then again at Y date as well – like monthly subscriptions where users will receive emails each month reminding them about new products coming up in store soon etc.,

    – Then finally post purchase follow-up emails asking if everything went smoothly etc.

Loyal customers

You might have the best website in the world, but without loyal customers, you will not be able to grow your business.

A loyal customer is someone who returns again and again.

They are a valuable part of any business because they spread awareness about your brand and spend more money with you than other customers.

Loyal customers tend to spend more money overall than their average-spending counterparts. It’s not just that they buy more items; they also tend to buy more expensive items over time.

The reason?

Loyal customers are more likely to refer friends and family members who may become new customers themselves!

Fixing customer pain points

Fixing customer pain points is one of the best ways to improve your conversion rate.

When you’re considering a new website design , it’s important to ask yourself this question: “How does my existing site fail my customers?”

If you want to increase conversions, you must think about what your site is missing for your users. You can ask them directly or look at case studies from companies who have succeeded in similar situations.

Buyer personas

Buyer personas are composite characters based on real people — they’re a representation of your target audience. They can be used to understand what motivates your customers and create content that resonates with them.

To get started, identify two or three core characteristics of your target customer (e.g., age range, job title, industry).

Then consider the following questions:

  • Why do they want what you sell? Are there any pain points that drive their purchase decisions? What is it about your product/service that will solve those problems for them?

  • What does this group care about most—and least—about in their daily lives? What are their biggest frustrations as consumers in this category or industry? How would they describe their lives as a whole right now (happy, sad)?

Website design is about the customer’s journey.

Website Design

The website design process is about the customer’s journey. This means that when you’re starting out with a new website, you should be thinking about how your customers will use it and what they need to know along the way.

In order to do this, we recommend creating a customer journey map (also called a buyer persona) of who your target audience is and how they’ll interact with your company and products. A buyer persona is made up of four elements:

  • A picture or description of the person

  • Their motivations for purchasing from you

  • The problems they have that your product/service solves for them

  • How they would find out about your businessThe customer journey is the process a customer takes while deciding to purchase a product. A website focuses on collecting information from the customer through a signup form and pushing content to them in order to engage with their audience.

The journey differs for each industry, which is why it’s important for your business to consider how your customers are going to interact with your brand based on their needs.

Customer Journey Mapping may include the following:

  • Attracting visitors,

  • Creating a conversion funnel for sales pages,

  • Engaging with visitors, and

  • Building an email list.

The customer journey is different for every industry. Understanding the differences in how users interact with brands and companies can help you determine what channel(s) you should use in your marketing strategy.

For example, the customer journey for an insurance company could be:

  • Searching for information about auto insurance on Google (Channels: Search Engine Optimisation, Keyword Research)

  • Visiting their website to get a quote (Channels: Website, Email)

  • Signing up for a plan (Channels: Website, Email)

People are more likely to research products before they buy them online than they do offline because they have more resources at their fingertips.

The main difference between online and offline is that online you can find a lot of information on the same product. So, people are more likely to research products before they buy them online because they have more resources at their fingertips than they do offline (where you’d have to go through several stores).

The second thing is that people are more likely to research products before they buy them in person, as opposed to buying sight unseen or based on the recommendation of someone else who has already bought it.

Brand recognition is important when it comes to online marketing because people do not know who is behind the product or service being sold until after they’ve purchased it.

Its important to consider brand recognition when designing your website because people do not know who is behind the product or service being sold until after they’ve purchased it.

When you’re looking at a website, you want to know what company is offering you whatever it is that you’re buying. You don’t want to be confused about who’s behind this offer and whether or not they can be trusted.

When companies offer new products or services, they often change their logos so that customers can quickly identify them as being an established brand rather than a new one with no reputation (yet).

Understanding the customer’s journey can help businesses create better websites for their customers.

Understanding the customer's journey

It’s vital to understand the customer journey your business is trying to support. The most successful websites are able to engage their visitors and provide them with a valuable experience.

The customer journey is especially important when designing a website because it allows businesses to create better sites that resonate with customers and help them achieve their goal(s).

Being able to predict how someone will behave when visiting your site can help you make choices about how you present content, where you place links, or what features might be offered. For example: if I’m looking for information about puppies on my phone while standing in line at the grocery store, then I probably don’t need an image gallery of different breeds; however, if I’m on my laptop sitting at home after dinner with my family—I may find that gallery useful!

Conclusion

We hope that this article has given you some insight on how to improve your website’s customer experience. If you’re looking for more tips, check out our blog where we cover all things UX design.

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