That depends; I’ll cover why later. For now lets reframe the question. Instead lets ask, how (as a business) will we benefit from focusing on who our customers are and what they expect when turning to us for help, knowledge or service?
Ultimately we are asking - how can we do the right thing?
Focusing on what customers want need and expect form you has the following benefits for your business or particular endeavour.
This list makes the case for engaging in a UX research phase to help keep projects on track and within budget and delivery schedules. Taking direction and basing design and functional decisions on customer demands can go a long way to make project teams and stakeholder look good.
On a personal level looking good, having delivered high quality successful services is a sure way of getting noticed for the right reasons.
On a broader scale, these exact same successes deliver value to shareholders and investors alike. They’ll directly benefit from the positive result of meeting customer needs through.
These outcomes I would hope would persuade even the most adamant of stakeholder or product managers that listening to what your customers need is worth entertaining. But how do we start to understand what our customers want us to be?
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I'm Adam Fellowes, I spend my time building trust, inspiring loyalty and improving digital services that customers want to use time and again, find out how...