How can technology improve the overall customer experience?
In the digitally-driven era that we live in, the interaction between businesses and their customers has notably shifted. From traditional in-store purchases and one-on-one interactions, the focus has now moved towards creating a remarkable digital customer experience. The question we are addressing today revolves around how technology can play a role in enhancing this overall customer experience.
Importance of User Experience (UX) in Technology Adoption
Whenever our team is considering adopting a new technological tool or platform, a primary aspect we concentrate on is the User Experience (UX) that it provides. We believe that the UX delivered by a technology represents both its capacity to meet user needs efficiently and its potential to create a meaningful impact on the overall customer experience. Thus, a solid UX becomes a critical metric in our evaluation process.
Role of Frontend Frameworks in Augmenting Customer Experience
A good example to illustrate this point is the case of frontend frameworks. Selection of a frontend framework is not merely about its syntax, bundle size, and features. Instead, the resultant customer experience this framework can produce also significantly influences our decision. Can the chosen framework enhance page load speed, thereby reducing customer wait times? Does it possess the capability to create engaging animations smoothly? Or maybe it can aid in implementing collaborative editing features? All these aspects collectively paint a clearer picture of whether the frontend framework can genuinely enrich the overall customer experience.
Finding the Optimal Technological Solution
Usually, our technology assessment process commences with several alternatives, each having its advocate within our team. These advocates are driven by the desire to see their technology implemented internally and appreciated by our customers. These advocates often undertake the creation of small Proof of Concept (POC) projects, which we then compare based on the UX each one offers. These comparative analyses enable us to make an informed decision about the technology that would best serve our customers and us.