User experience (UX) refers to how a person feels when interfacing with a system. The system could be a website, a web application or desktop software and, in modern contexts, is generally denoted by some form of human-computer interaction (HCI). As rightly said by Don Norman, UX Architect, “User experience encompasses all aspects of the end-user’s interaction with the company, its services, and its products.”
The UX is the benchmark of end-users interaction with the organization: its brand, its product, and its services. In simple words, UX is important to substantiate the needs of an organization’s customers. Furthermore, a meaningful UX allows you to define customer journeys on a website/mobile app that is most conducive to business success. Users when we refer it could be the employee, the citizens or the customers who use digital platforms to access information and services. Under the larger umbrella, we have many similar categories like Citizen Experience, Employee Experience, Customer Experience, Multi Experience, and Total Experience Total experience (TX) is a strategy that creates superior shared experiences by interlinking the user experience (UX), customer experience (CX), multi-experience (MX), and employee experience (EX) disciplines. The total experience is all about providing an excellent environment for employees and users as well. The user experiences of customers and employees are connected by specific features and interactions that depend on each other. The conditions of these experiences shape an enterprise’s reputation and affect the quality of their services overall. Through the unification of all the user experience touchpoints, businesses can offer seamless, enjoyable engagement with their brand.
Today, the average user is connected concurrently on 6.5 devices according to Statista research. And that’s what substantiate the need of omnichannel UX, because connected consumers are now interacting with brands in evermore varied and unpredictable ways, often transitioning between channels throughout the product or service lifecycle relationship with the brand. It is wise to put users at the center of your multi-channel design, offering a strategic omni-channel approach that lets users act on their product or service triggers and motivations regardless of the channel.
Need for UX & UI in a ‘digital-first’ world
With the emergence of design centric organizations and businesses, there is an increased need for UI / UX support for websites and landing pages for products and services. A website’s success hinges on just one thing: how users perceive it. According to a study by Forester, it is proved that a good investment on user experience is good for business. The study found that companies who invest in UX see a lower cost of customer acquisition, lower support cost, increased customer retention, and increased market share, with every dollar invested in UX brings 100 dollars in return. That’s an ROI of a whopping 9,900 percent. There are many success stories of how enhanced user experience have contributed to business returns. Jeff Bezos invested 100 times more in user experience rather than advertising during the inception of Amazon and Mike Gebbia of Airbnb gives credit to UX for taking the company to $10 billion.
CSM’s expertise in User Experience Design (UX) has enabled to simplify and enhance the interaction between our clients’ target customers and their digital presence. It could be on a website, mobile application, email campaign, social media campaign, or even an Ad banner, our designs offer a unique digital experience. Our UX has enabled our clients to create their own brand value through the impactful digital media presences, encouraging more customer engagement and loyalty. CSM designs products and solutions by focusing on the quality and thoughtfulness of the UX . Every touch-point within the customer’s interaction with a product/ service is designed to deliver experiences based on the brand’s promise. We constantly strive to weave in storylines.
More than two decades of experience in design & implementation has endorsed our team to be impeccable in the process of delivering UI and UX services for a variety of clients be it Government or private. At CSM we make it a point to follow recognized design standards, workflows, and guidelines to develop the product that the customer desires. We also deliver it within the set timeframe to meet the customer delight. We have successfully revamped the Odisha Tourism Website with enhance UX and UI, offer an immersive, omni-channel user experience. We leveraged digital experience platforms to assist travelers in exploring & experiencing the best a destination & its people have to offer. It also ensured active participation by stakeholders i.e. travel & tour operators, hotels, restaurants & other service providers. Besides this we have also developed an Omnichannel grievance and feedback system for Odisha, which capture grievances for all the platforms and escalates it to the concerned department for expeditious redressal and response. Adding to the list is the CSM’s one stop digital suite of mining called IntegrataOre and one stop citizen portal for Smart city Bhubaneswar.
For the businesses that want to attract and convert their interests into revenue, UX is the key part of their success and survival. The following is the process and services offered by us.
UI & UX web applications Plan:
The first step in planning for the UI and UX for web application is to evaluate the existing process and clients. We give importance to the users' persona based on interaction with the client. Then we envisage about the blueprint which would suit the client’s expectation and serve the purpose of creating a brand presence digitally.
Design and implement user interfaces for mobile apps:
When we are building a user interface (UI), we try to collect more data, conduct a study to compare the effectiveness and quality of experience by making it more responsive and dynamic.
Use of latest tools & technologies:
We prefer open-source software because they have more control over that specific kind of software. They can examine the code to make sure that there are no unwanted changes, and altered accordingly. The wire framing is done in the Balsamiq software. Trending tools like Figma and XD is used to create mock ups and prototype, which is followed by development and final output.
PWA As part of UX:
The Progressive Web Apps (PWAs) have now changed the entire perception about web applications. It has opened the new door for creating rich experiences on mobile and web. CSM has ventured into this, checking the usability of progressive web apps and ensure that the user experience (UX) is just as good as with native apps.
UX for Digital Marketing:
UX is a qualitative foundation for any kind of digital marketing. UX is not just for the promotion of the product only but it is all about the product itself. We emphasize User experience to execute digital marketing strategies to bring in personalization and convenience. And this is how the digital impression of the brand is created and made sustainable.
