How to Create an Amazing Customer Journey during Web Development


With an online presence of your business becoming a vital means to survive in the competitive market, it has become very important for website development plans to involve the behavior of customers where every element of the website has to serve a purpose. From usability to visuals, all the elements are crucial for a great customer experience that has a huge impact on the brand’s ability to retain the existing customers and attract some new ones.

Now let me ask you a few questions.

How many times have you lost interest in any product or service? How many times have you left a website never to return?

Think back to those times and what happened to you. Why did you lose interest in the website? Maybe something seriously went wrong or you might have found a competitor’s product better than this.

When it comes to business, this is a big problem and you don’t want your potential customers to lose interest in your website.

You are willing to offer them all the reasons in the world so that they can buy your products and that is why customer journey is the most important part of the user experience.

Here in this piece of writing, let’s take a look at some of the most crucial things that need to be considered during the website development to improve the customer journey.

Understand your customers:

Before you start to create your customer journey, it is important to get to know your customers. When you have to create buyer personas, this information will help you zero in on who your customers are and what they want. Personas humanize your customers and offer a more holistic picture of what they are actually looking for. Data points like average income, age of the visitor will offer invaluable information about your buyer and you will also have several options for researching demographics.

Create an engaging home page to convince your users:

While working on your web development project, it is very important to consider that you have only few seconds to capture the user’s attention once they are on the website. The first 8 seconds are crucial to show them that your brand is amazing and compel them to purchase a product or service. This is how you can develop and design your home page to add more value to your business:

  • Choose a clean and uncluttered layout that helps to increase the visibility of your brand
  • Pay more attention to the colors that you choose as they may have psychological impacts
  • Increase the usage of visuals and attractive images that display well on both mobile devices and laptops

Understand the buyer’s goals:

Another very big step is to understand what your buyers hope to achieve as they pass through your customer journey. Think closely about your customer’s ultimate goals and always remember that these may change as the process unfolds. A great way to do this during web development is to first identify the paths that your visitors may take to reach your website. In case the visitor is a pre-existing customer, they might login and perform some other activities that include browsing the website, searching for some products, comparing the price and etc. Here is how you can do this:

  • Do some research for the different options through which your visitors might come
  • Ensure that they are paying the best price for your products and services
  • Assure that all the necessary information about your product is available

Consider the buyer’s touchpoints: 

By touchpoint, it is meant, any time a customer comes in touch with your brand, before, or after they purchase anything for your website. It also includes the moment that occurs offline or online through marketing, over the phone or in person. There may be touchpoints that may have more impact on others and considering all of them will ensure that you don’t miss out any opportunities to listen to them and also make essential improvements to make your customers happy. Here are some potential questions that you might ask:

  • What are the main areas of frustration on the website?
  • Are my customers attaining their goals on my site?
  • Why are people abandoning your site and going somewhere else?

Once you know the answers to all the above questions, you can handle your pain points and identify the positive and negative customer experiences.

Hopefully you have a better understanding of how customer experience can affect your website and that it is important to consider the web development and designing strategies to make a positive impact on your website.

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