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How I approach a UX review: the right questions
Taken from “How to do a UX review the definitive guide.
Here’s a list of questions I ask to improve your website, business and of course the user experience:
Questions to ask before we begin.Rather than having the right answers, it’s better to have the right questions. Here’s my list of goto questions. Once you know the answers to these questions improvement becomes so much obvious.
Build fromWe want to learn about who users are, what they like and use this to generate new ideas and focus on what works now, many websites don’t do this basic thing
- Who are your customers?
- What do they love about you?
- What are you most proud of?
- What is the key metric you use to judge the success of your website?
- Describe your sales pipeline?
Fix and improveHere we look at what isn’t working about say a SaaS sales pipeline. Once you know the pain point you can improve it, it’s surprising how many websites don’t focus on this approach
- Where are your sales pain points?
- What do you wish you knew about your website visitors?
Technical challengesIf your website isn’t easy to update, they you are already at a disadvantage. Typically this is because the site is hand crafted from some esoteric (and very cool) framework.
a. Update copy frequently b. Understand user behaviour c. Publish articles and blog posts d. Run A|B tests If you can’t do these things easily then you won’t succeed.
- Tell me about your website platform, does it make it easy to? (ie without a developer)
Acquisition channelsOnce we know this we can optimise for these channels and use the learnings about the successful channels to improve the weaker ones.
i. SEO ii. Paid search iii. Display / Social iv. Email v. Content marketing
- Tell me about acquisition channels
- Which of these channels work well for you? Why?
Future gazeWe need to know future plans to help get there
Then we help do THAT! From the answers to these questions you’ll get an idea about what we need to do fix the UX. Now we need to look at further data to understand what is happening now and what we can fix.
- In a perfect world how would you website work?
- What’s stopping you from doing this right now?