Have you ever downloaded an app and wondered why you did it? Which app comes to your mind right now? Imagine how your users and customers with little to no knowledge about UX would feel if they downloaded your app and saw no use. Customers are at the center of your design, which means their actions or inactions can affect the profit maximization and overall image of your brand. This is why it is important to always put the customers/users at the forefront of UX design decisions.
How to Spot Signs that customers are not using your app
As UX designers or brand owners, it is important to keep track of how your App is performing; a routine check will help detect a downward slope quickly. Here are things to look out for:
- Push notifications: If the rate of open and click-through push notifications is very low, your customers may not be interested in your app.
- Low In-App engagement: Monitoring the features used, screen time, and user journey gives a clue. Low interactions typically suggest a fault in your App’s UX.
- App analytics: A decline in daily, weekly, or monthly active users may indicate that your App has a bad UX design, particularly after an update.
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- Frequent Customer Support service: How frequently are your customers contacting the support team? If your answer is on the high side, it means your App’s UX is not helping.
- App Store Review and Uninstall Rate: A UX designer should check for reviews, especially from app stores, to understand the high uninstall rate. These reviews form part of User research.
- User survey: User survey becomes unavoidable, especially when noticing low engagement, uninstall rates, etc. Conduct user surveys to ask about app usage and know the exact issue.
- A/B testing: Ultimately, running an A/B test for different features, interfaces, or solutions can help determine the UX error.
8 Reasons Your App’s UX Is Driving Customers Away
Complex navigation
No matter how useful a complex app is, it is like being thrown to the front of a maze to find a hundred thousand dollars; you’ll most likely give up. Humans are wired to remain in their comfort zone and still get things done; that is why your customers won’t stress themselves and spend hours figuring out how to log in or look for the hamburger icon.
It is easy to design and showcase your skills with the latest UX techniques and trends while subconsciously making a design difficult for the users. It is important to use design with trends, but consciously putting your users/customers ahead of every trend is even more profitable.
Slow performance
How would you feel if you had to wait thirty minutes for a small cup of chai? It is equivalent to your customer waiting endlessly for your app to load to perform small tasks. Their waiting breaks the flow and turns their experience into a chore, which might make them stop usage, lose interest, uninstall the app, and eventually drive them away to competitors, the same way you will most likely get irritated waiting for a cup of chai and leave for another shop.
Large files or heavy images, animations, or graphics can contribute to the slow performance. Sometimes, users are not concerned about fancy and heavy-duty visual content in your App, just like you might not care about the technique or method of brewing your chai. Similarly, a bug during production can cause slow performance, which requires working closely with the development team to avoid it.
Non-responsive Design
Not every user or customer uses a desktop, and that’s fine. The problem is designing for desktop view only with mobile users as part of the target group. Designers who don’t consider mobile screens will scare customers away.
Large screens allow for more features and content, while smaller screens need extra adjustments. Making a user zoom in every time they want to view a text or click a button creates a subtle barrier for them to use. An unresponsive design makes an interface clunky and outdated.
Content overload
Content overload means more content than a screen can contain, giving the user much information at once. It becomes even more of a problem when these contents are not properly planned and arranged. A user gets confused at the sight of clustered contents on a screen, and it becomes mentally tasking to sort out what they want to do from the different options they have on the screen.
There could also be extraneous or irrelevant content regarding what your app is designed for. For instance, an App solely for collecting details for recruitment purposes asks for personal medical or political information. There will be excess content, and trying to fit all of that on a screen or an app becomes very excessive, and the user will not want to continue adding those details or even use the app anymore.
Security problems
This is one issue that people need to take seriously. An app calls for concern if it does not prioritize user safety. It could be as minor as not being able to choose whether or not to make information public or as significant as not using two-factor authentication. Many people connect their profiles from several apps to Google; therefore, it raises red flags if an app lacks that function.
Financial crimes are on the rise, and if your App is not transparent enough about how their financial data is stored, they will most likely not use your service. The details can be in the privacy policies; only a few users read those policies. As a designer or B2C owner, it should also be clearly stated before the CTA button to keep your users in sync rather than leaving them in doubt.
Lengthy process
Why are they asking too many questions? Why is this so stressful? These are the common questions customers ask when onboarding an app they downloaded. The onboarding process should be one of a user’s simplest actions. If it gets too long, it gives the user the perception that the app will be challenging to use, which they might as well delete or stop using.
No matter the action, it should be kept simple and short for the user’s convenience. Your App should not ask for information repeatedly when it was asked during the sign-up process; only new information should be asked and with options to save that particular information for future use.
Inconsistency
Inconsistency is as bad as not showing up at all. It is the lack of uniformity in how content looks or behaves in an app. It could be how button A is placed differently from button B or how button A changes to colour orange while hovering and button B changes to colour green while hovering.
Inconsistency breaks the user flow and creates a disjointed experience. It makes a user start a journey numerous times in their head before finishing one task. Why are you using three different fonts in a form when you can manipulate the sizes and thickness of just one font to pass the same message?
Examples Of Bad UX Designs
- Telegram: Telegram overwhelms consumers by combining chats, channels, bots, and media into a single feed. Uncertain data storage and various encryption choices continue to raise security issues. There are little to no regulations about the contents that are shared on telegram, which has caused cases of cyber crimes.
- Paytm: Paytm, on the other hand, is susceptible to financial crimes, which has made people prefer other options like PhonePe or Gpay. It has the issue of content overload, cluttered menus, and vague labels. Users also complain that it pushes many promotional offers that overshadow its core functionality. This is due to an unintuitive information architecture.
Strategies From Yellow Slice Ui/Ux Design Experts To Improve Your App’s Ux
Use data to get information; don’t assume.
Assumptions are misleading and vague; it is a big design flaw to think users are like you. Data is straight and direct, and it helps you pinpoint the real issue faster and find solutions. We suggest you analyze screen time, open rates, and crash reports to focus on the problem and find solutions.
Conduct Usability Testing
Usability testing helps you discover how your users interact with your app; it gives you more information about their perceptions, thoughts, and beliefs. Understanding this will help you identify ways to improve your App design to fit them. It is important to know that usability testing is not a one-time activity; it should be a continuous process as long as your product thrives.
Consult a UI/UX app design services.
As a B2B or B2C owner, your in-house designers might be unable to detach themselves from the design, making them complacent. They need a design agency service with a track record of excellence like Yellow Slice to scrutinize the design to get a different perspective and a way forward.
The bottom line is that.
A good UX is as good as every other important business decision. A good UI/UX gives your customers many reasons to use your product. A bad UX design pushes them to competitors. Therefore, Identify the problem and invest in finding out your customer’s experience and their pain point; it makes them feel like an integral part of your brand. There needs to be more than just knowing the problem and brainstorming for solutions; ask them for their input. Go out of your way to get an expert opinion — Yellow slice is available.
Schedule a call with us, and let’s help you retain your customers with our world-class design services.
FAQs About 8 Possibilities Your App’s UX Is Turning Customers Away
1.How do I know my UX Changes are good?
We recommend you opt for A/B testing. Use it to compare different versions of your app interface; the data will reveal which update your user can relate to.
2. What can Yellow Slice say about using negative reviews to improve my customer experience?
Read the review from an empathetic perspective to offer help. Identify common issues in all the reviews and single out unique suggestions that can be worked on. You can go the extra mile by interviewing some reviewers to give better insight and improve your customer experience.
