Votre plateforme numérique est aux prises avec de mauvais retours utilisateurs. Comment le relooker pour répondre aux attentes des utilisateurs ?

Users can express their feedback through different mediums, social media or websites included, it is important to categorize each feedback based on universal, specific to a certain page or service, or general feedback. This aligns your strategy with the team that needs to implement solutions for the feedback.

Para mejorar la retroalimentación de los usuarios en una plataforma digital: 1. Escucha activamente los comentarios de los usuarios. 2. Mejora la usabilidad y el diseño para ser más intuitivos. 3. Optimiza el rendimiento y la fiabilidad de la plataforma. 4. Personaliza la experiencia del usuario según sus necesidades. 5. Mejora el servicio al cliente y la respuesta a problemas. 6. Actualiza regularmente el contenido y la información. 7. Introduce nuevas características que añadan valor. 8. Prueba y ajusta continuamente según el feedback para una mejora constante.

Some ways to get started : Hear Their Voice: Listen to user feedback (surveys, reviews) to understand their pain points. Usability Matters: Fix core issues like navigation, search, and mobile experience based on feedback. Keep Improving: Make changes, gather new feedback, and iterate for a continuously user-friendly platform.

Understand first and foremost that getting feedback is a good sign that people care enough about your platform to provide feedback. Reach out and have conversations about: 1. Why do users come to your platform 2. What value you add to them 3. What is the content or solution you provide values from 4. Prioritize your focus on those areas and see how they will benefit from the use of your platform in a better. 5. Provide some possible options and ask them how they feel about that. 6. Roll out those changes progressively and check if it’s working rather than adopt wholesale changes where possible. 7. Let the A/B testing results speak out via real world data. 8. Re-engage users to get a new round of feedback.

User Experience is a vital aspect for digital performance, including SEO, E-Commerce, CRO (Conversion Rate Optimisation) and more. As such, user feedback is vital for enhancing user experience which then has a cascading effect across other areas of digital. Platform revisions and updates needs to be on-going process, with constant incremental updates to improve user experience, this is when the feedback will play an important role. If feedback is provided it is essential to organize this based on impact and scale of change, and then see how best to incorporate. Constant user feedback needs to be included in the process, through user testing, to ensure feedback is being executed and platform updates are aligned to user expectations.

Data received from customers can be verified through tracking applications, such as Google Analytics, Once you have received a feedback from the customers cross reference this with the data available to your from 1st party sources, check if users spend more time on a page that usually should have taken lesser time, test and classify factors to cross reference these feedbacks against, while all feedback received is important it is important to prioritize feedback received repeatedly or poor performance that is leading to a higher bounce rate. remember customer feedback is a chance for diagnostics and a solution-oriented approach is essential for successful implementation of the feedback received.

To address poor user feedback, start by analyzing all available data. This includes user reviews, analytics, and support tickets. From my experience, this method was pivotal during a recent website revamp. We identified that users struggled with our site’s navigation and experienced frequent crashes. By focusing on these issues, we redesigned the interface and improved backend stability, resulting in significantly higher user satisfaction. Using data-driven insights ensures that your revamp directly targets user pain points, leading to a more user-friendly and effective digital platform.

Quantitative Analysis: Utilize analytics tools to identify trends, user behavior patterns, and common issues. Qualitative Analysis: Review feedback from surveys and interviews to identify recurring themes and specific areas for improvement. Competitor Benchmarking: Compare your platform’s performance and features with those of your competitors to identify gaps and opportunities.

In our experience of Digital Products, once feedback is gathered, the next step is to analyze the data. 💡Categorize the feedback into themes such as usability, performance, content, and design. 💡Use data analytics tools to quantify the frequency and severity of each issue. 💡Prioritize issues based on their impact on user experience and business goals. 💡Conduct root cause analysis to understand underlying problems. 💡Segment the data by user demographics to identify specific needs and preferences of different user groups. This thorough analysis will help you pinpoint critical areas for improvement and ensure that your efforts are targeted and effective.

Analyzing feedback and usage data helped identify common issues and patterns. I used analytics tools like Google Analytics and Hotjar to understand user behavior on my platform. This data-driven approach pinpointed specific areas needing improvement, such as navigation issues or slow load times.

An easier way to conceptualize this is that customer feedback is the symptoms, they mark problems the customer faces but a specialist from the field needs to diagnose the problem whether its a front-end issue or a back-end problem especially if your brand has its application and finally you can create solutions to these problems have a set procedure to identifying problems faced by your user and creating a workflow can reduce the time taken to implement solutions and bring a poop user feedback into positive future feedback in the future, as a digital strategist also ensure that the user is notified that their feedback was received and worked/considered by the team. This makes the user feel heard and have a positive outlook for the team.

To revamp a digital platform plagued by poor user feedback, start by conceptualizing targeted solutions. Engage in brainstorming sessions with your team to address identified pain points. In my experience, this approach proved effective during an e commerce LMS redesign. We mapped out user journey scenarios and developed prototypes to test new features and improvements. For instance, we streamlined the user interface based on direct feedback, significantly enhancing usability. By actively involving users and stakeholders in the ideation process, you can develop solutions that genuinely meet user expectations and improve overall satisfaction.

Conceptuar soluciones implica desarrollar propuestas para resolver problemas específicos de manera estructurada y efectiva. Incluye identificar claramente el problema, generar varias ideas, evaluar su viabilidad y efectividad, y desarrollar un plan detallado. Luego, se implementa la solución y se monitorean los resultados para realizar ajustes si es necesario. Es un proceso creativo y sistemático orientado a encontrar la mejor manera de abordar desafíos organizacionales o personales de manera eficiente.

With a clear understanding of the issues, brainstorm potential solutions. Involve cross-functional teams in this process to leverage diverse perspectives, from technical to design, ensuring the solutions are not only practical but also enhance user experience.

This process also makes the user feel part of the journey. They would like to interact with your page more which can make them a loyal user in the future or my experience a positive and unbiased critique of the team's output and shortfalls. this process can also create a feedback channel that is engaging and serves the purpose of regular improvements to your service/product.

This is particularly important when it comes to mobile apps. If you have a mobile app and you launch app updates, make sure that on big releases, you inform users of the big changes that this new update introduced. You can use in-app pop-ups, for example, or other forms. And if you add links to new areas or new features, that take those users immediately into those parts of your app, you will increase user awareness and adoption of the new features in your app.

Agile Development: Adopt an agile methodology to implement changes incrementally and efficiently. Cross-Functional Collaboration: Ensure close collaboration between designers, developers, and marketers to maintain a cohesive implementation process. User Testing: Conduct usability tests with a prototype or beta version to gather initial feedback and make adjustments before a full launch.

Testing the changes before full deployment was essential. We conducted beta tests with a small group of users to gather feedback on the new features. This iterative process of testing, gathering feedback, and refining the changes helped us catch and fix issues early.

Now it's time to put your plan into action and implement the changes. This could mean rolling out updates in phases or doing a complete overhaul if necessary. It's important to communicate with your users about the updates you're making. Let them know that their feedback has been heard and is being acted upon. This not only keeps them in the loop but also shows that you value their input and are committed to improving their experience.

To revamp a digital platform struggling with poor user feedback, implement a cycle of testing and refining. Develop prototypes and conduct usability testing to gather real-time user feedback. In my experience, this iterative process was vital during a website redesign. We created beta versions of new features and invited a select group of users to test them. Their feedback highlighted unforeseen issues, which we addressed before the full launch. This method ensured the final product met user expectations, significantly enhancing user satisfaction and engagement. Constant testing and refinement lead to a more polished and user-centric platform.

A/B Testing: Implement A/B testing to compare different versions of your platform and determine which changes are most effective. Performance Metrics: Monitor key performance indicators (KPIs) such as user engagement, satisfaction, and conversion rates to measure the impact of changes. Iterative Improvements: Continuously refine your platform based on ongoing user feedback and performance data.

Testing is a critical phase in the revamp process. Conduct thorough usability testing to evaluate how users interact with the new features and changes. 💡Use A/B testing to compare different versions and identify the most effective solutions. 💡 Gather feedback from beta testers and monitor analytics to measure the impact of the changes. Be prepared to iterate based on test results, refining and optimizing the platform continuously. 💡Address any new issues that arise promptly and ensure that the changes meet user expectations. This iterative process helps to fine-tune the platform and ensures that the final product delivers an improved user experience.

After implementing changes, rigorously test your platform to ensure that the updates are working as intended. This might involve A/B testing, where you compare the performance of two versions of a page or feature to see which one performs better. Pay close attention to new user feedback during this phase, as it will be invaluable in understanding whether the changes have been successful or if further tweaks are needed.

Allow users to customise their experience with personalised settings and preferences. Implement AI-driven recommendation systems to provide personalised content and suggestions. Offer round-the-clock customer support through various channels (live chat, email, phone). Build a community forum where users can share experiences, ask questions, and provide feedback. Keep users informed about updates, new features, and maintenance schedules.

Finally, keep the lines of communication open with your user base. Regularly update them on new features and improvements, and continue to solicit their feedback. This ongoing dialogue is essential for maintaining user engagement and loyalty. Additionally, consider setting up a system for monitoring user satisfaction over time, such as Net Promoter Scores (NPS), which can provide a quantitative measure of how well your platform is meeting user expectations.

If you have a web or app platform, with a sizeable audience, you could always create a new Reddit community to collect feedback. In this medium, not only you can get very honest feedback about your proposition overall, your platform updates, features, etc. but you can also create new threads and ask key questions about future points in your roadmap, preferences, dislikes, etc. It will not give you a quantitative measure like NPS does, but it will give you several valuable insights.

Form a user advisory group consisting of a diverse set of users who regularly provide feedback on new features and changes. This group can offer valuable insights and help you stay aligned with user needs. For example, in a past project, we established a small advisory group and held monthly virtual meetings to discuss upcoming updates and gather real-time feedback. This proactive engagement ensured our improvements were user-centric and well-received, leading to higher user satisfaction and loyalty.

Communication communication communication! Keep your users engaged and informed about the updates and changes being made. Regular updates can be communicated through emails, blog posts, or updates within the platform itself. Keeping users in the loop shows that their feedback is valued and that you are committed to improving their experience.

1. Dive into user feedback - Your end-users are what matters. 2. A/B test everything - If you're not testing, you're guessing. 3. Simplify ruthlessly - Kill features users don't love. 4. Speed is king - If it's slow, nothing else matters. 5. Personalize the experience - One size fits none. Make changes fast, measure relentlessly, and never stop iterating. Your platform should evolve as quickly as user expectations do.

Sometimes you are faced with a platform limitation that blocks developing the feature your users want, or an outdated, convoluted architecture that prevents rapid evolution and innovation. When you analyze the root cause of the feedback and design the solution, make sure that the outcome is future-proofing your digital platform by using a cloud-based, micro services, APIs first, and headless (MACH) architecture. If you decide to continue using a monolithic, antiquated system, other problems will certainly arise that will make the investment in improving the current system a sunk cost, and technical debt. Sometimes the answer to poor user feedback is to just replatform.

- Conduct User Research: - Gather feedback through surveys, interviews, and usability tests. - Identify common pain points and user needs. - Improve User Interface (UI): - Simplify navigation and enhance visual appeal. - Ensure a mobile-friendly, responsive design. - Enhance User Experience (UX): - Streamline processes to reduce friction and improve functionality. - Implement personalized user journeys. - Prioritize Customer Support: - Offer timely and effective customer service through multiple channels. - Create a comprehensive FAQ and support center. - Continuous Improvement: - Regularly update features based on user feedback. - Monitor performance metrics and iterate accordingly.

Design thinking approach when it comes to UI/ UX is critical in building digital platforms which offer a seamless and friction free user behaviour. -Begin with identifying the user journeys. Talk to users and all the stake holders. - Collect data via analytics, heat maps to identify friction points. - Build prototypes which solve for critical user action - Run simulations on real life users - Once the friction is below accepted threshold start wire framing - Final design should be made while taking into consideration front and back end tech setup, and server configuration.

I think, customer feedback is crucial for refining digital services, providing direct insights into user experiences and needs. However, relying solely on feedback is not sufficient for achieving significant advancements. To truly enhance our offerings, we must also embrace innovation and explore additional avenues such as market research, emerging technologies, and industry trends. By combining customer feedback with proactive strategies and creative solutions, we can develop more robust, forward-thinking digital services that exceed user expectations and stay ahead of the competition.